Mike Schugt loves to see smiles on the faces of employees.

Jacob is going to Disney World! And he is going to his job as Houseman at the Wyndham Grand Orlando Bonnet Creek, just minutes away from the Magic Kingdom. He’s excited and positive, today and every day. Until last year, holding a regular job was a distant dream for him and many others dealing with Intellectual and Developmental Disabilities (IDD). But today, Jacob is both employed and empowered.

A visionary program from INNclusivity, a unique organization founded to train and employ adults with IDD in a variety of hospitality industry roles, has transformed his life. Despite a 90-minute commute each way, Jacob is always on time. He signs in at the Housekeeping department, where he is warmly greeted by other staff members who have mentored him in a professional and friendly way since he arrived almost two years ago. He dons his uniform and pins on his name badge, potent symbols of his new status and identity. He gathers his tools, a vacuum and cleaning cloths and tucks his phone in his back pocket, where it will remain until the end of his shift. Then, he’s off to do the work of a Houseman where he vacuums the guestroom floors, ensuring that each guest floor is clean and ready to welcome new and returning guests to this popular luxury resort.

Jacob is proud of the skills he has developed and the support of the Wyndham Grand Orlando Bonnet Creek, one of INNclusivity’s 25 partner hotels. He has a genuine desire to help people and to be part of a team. His job performance has drawn praise from his colleagues and the resort’s General Manager, Cathy Zucker, who notes, “Jacob is so special to our team. He does an exceptional job — it’s a privilege to have him on board.”

INNclusivity is the vision and mission of its founder and Chief Kindness Officer, veteran hotel executive Mike Schugt. That vision came to him in an unlikely place – a coffee shop in Athens, GA, called Bitty & Beau’s Coffee. The company operates coffee shops nationwide and employs over 450 people with intellectual and developmental disabilities.

Schugt was immediately struck by the smiles on the faces of the proud individuals that he saw working there. He spent a few days in the area and introduced himself to the employees, their parents and the owners. He saw the tremendous pride each person had, given an opportunity to work. He left Athens excited and inspired by the opportunity to help individuals with unique abilities – an opportunity perfectly aligned with the hospitality industry.

“I immediately thought of how this concept could be transferred to the hospitality industry and could be used to fill a wide range of positions in a hotel or resort,” Schugt says.

These include jobs that are guest-facing: restaurants, kitchen, laundry, housekeeping, pool maintenance, landscaping and more, Schugt notes. The conference area provides more opportunities. These individuals can accomplish a wide range of tasks, such as setting up conference rooms, setting tables, packing box lunches and plating desserts.

Schugt also realized that introducing this concept would require effective training programs, partnerships with vocational schools serving the IDD community, and most importantly, hotels willing to partner with INNclusivity to help train and hire these potential workers.

It was a new vision, an inspiration and a complex undertaking, but Mike Schugt, with 35 years of experience in the hotel industry and a passion for the project, proved equal to the task. He forged ahead to launch INNclusivity as a nonprofit with a mission to connect adults with developmental disabilities to employment opportunities in hospitality. The charity is expanding rapidly and now includes 25 hotels in nine locations nationwide.

INNclusivity connects adults with developmental disabilities to employment opportunities.

A Unique & Empowering Process

INNclusivity brings this groundbreaking program to life with an empowering, carefully coordinated, three-step process. Schugt first connects with schools and centers that support adults with IDD, with hisleadership presentation. “The premise is that anyone can be a leader, you just need to lead yourself and set an example for others to follow,” Schugt explains. This presentation encourages individuals to think more about their future and provides a way to identify potential candidates for the program. INNclusivity then introduces selected candidates to hotel partners committed to inclusion. However, he is confident that all of those attending the Leadership presentation can benefit.

If interested in pursuing a career in hospitality, candidates enter a four-hour INNmersion program designed to build self-esteem and confidence. INNclusivity welcomes candidates into a hotel environment with a behind-the-scenes tour, hands-on training and direct exposure to various roles in the hospitality industry. Throughout the process, INNclusivity and its partners work to ensure that jobs and individuals are carefully matched. The charity has produced leadership workshops for 400 people and INNmersion experiences for more than 200 participants. INNclusivity is set to hire its 12th employee with an additional 22 individuals to be placed. Schugt foresees it will develop into a one-stop-shop operation that locates candidates and guides them through the hiring process without relying solely on vocational schools.

Leading Brands Support Expansion Effort

Thanks to Schugt’s exceptional industry contacts and proven benefits to participating hotels, the program has won the support of some of hospitality’s most prominent brands, including Marriott, Hyatt, Hilton, IHG and Wyndham. INNclusivity has expanded nationwide since its 2025 launch, with partnerships with hotels in Atlanta, GA; Denver, CO; Fort Lauderdale, FL; Nashville, TN; New Orleans, LA; Orlando, FL; Pittsburgh, PA; San Antonio, TX, and San Francisco, CA. Partner hotels now include Caribe Royale Resort Orlando, Gaylord Palms Resort Orlando, Wyndham Orlando Bonnet Creek and Lake Nona Wave Hotel Orlando in Florida; Intercontinental Hotel New Orleans and Hilton New Orleans Airport in Louisiana, Hilton Atlanta in Georgia; Beacon Grand San Francisco and Hyatt Regency San Francisco in California and Hotel Monaco Pittsburgh in Pennsylvania.

The result has been life-changing for those hired by partner hotels. “These individuals often view a job as an impossible dream,” says Schugt. “After they reach age 22, many of the programs they relied on, have come to an end.” Schugt notes that “They want to work, to learn, to develop skills, but there are few programs designed to find them gainful and secure employment. They often feel forgotten and isolated. Being selected for a paying position, working as part of a team and learning specific job skills, gives them a feeling of achievement, pride, identity and, in the very real sense of the word – inclusion.” The efforts of hotel staff to mentor and support these new employees also contribute to a newfound sense of self-worth.

INNclusivity offers workshops to learn critical skills, like food preparation.

Priorities & Challenges

Schugt has set ambitious goals for the new year with plans to be in 26 locations by year’s end. He also aims to bring 750 adults with IDD to participate in workshops and 300 adults with IDD to join the INNmersion program. The program’s objective is new jobs for 100 adults with IDD.

Because he has funded the operation with his own money, fundraising will be a priority. INNclusivity was recently granted 501(c)(3) tax-exemption status for organizations operating exclusively for charitable purposes. This means that donors can claim contributions as deductions on their tax returns. It also lends great credibility to any charity. Contributions may be made via INNclusivity’s website, innclusivity.org.

Transportation is first among the challenges that INNclusivity hopes to meet and the most problematic to address. In cities such as San Francisco, CA and Pittsburgh, PA, public transportation is available, but areas such as Atlanta, GA and Orlando, FL present difficulties for commuters. Workers often must rely on shuttles that make frequent stops, resulting in long commutes. INNclusivity hopes to establish shuttle services in affected cities.

INNclusivity addresses a persistent problem in the hospitality industry – labor shortages. Always an issue, unsuccessful recruitment efforts, high turnover and government crackdowns on immigration have compounded the problem. Surveys show an estimated 65% of the hotels polled reported labor shortages at their properties. Most of these vacancies were in culinary positions and housekeeping roles. Many of these jobs are entry level positions, providing opportunities for adults with IDD to break into the hospitality industry. “This gives adults with unique abilities a chance to truly shine in our industry and create a path for themselves that leads to purpose and fulfillment,” says Schugt.

Frequent staff turnover and a heavy reliance on expensive contract labor has long plagued the industry. Other factors affecting turnover are lower wages and obstacles related to employee satisfaction, transportation, childcare and immigration status.

Hiring adults with IDD can impact this perennial problem. Another benefit to hotels is the opportunity for staff to interact with adults with IDD and to recognize their overall potential as a valued member of the team that creates a positive experience for fellow team members and guests. “Combining inclusive employment while improving service levels and team member satisfaction are keys to the success of our program,” says Schugt. “The hotels that we work with have a culture of service and care that is felt throughout the property. Having been in the group sales and marketing space for most of my career, I find that inclusive employment resonates with my meeting planner friends. They are seeking a flexible, supportive partner that delivers a great product. And they see that hotels that have a culture of kindness and care are great to work with and can become meaningful long-term partners for their events.”

INNclusivity’s impact is felt beyond the individual worker and the hotel. Families also benefit from this support. “Parents of adults with developmental disabilities are deeply concerned about their children’s future when they can no longer care for them,” says Schugt. That concern intensifies when they reach age 22 and resources such as vocational training and healthcare become more limited. Parents are eager for them to gain independence, self-esteem and meaningful participation in the life of their local communities. Learning to use public transportation, to interact with colleagues and guests, work as part of a team and master new skills – these are life-changing experiences that build confidence and pride.

Mike Schugt’s program gives people dignity and purpose.

A Wider Vision for the Hotel Industry & Beyond

Schugt envisions a time when hotels not employing adults with IDD are the exception rather than the rule. “There are so many advantages to the property, its employees and the individuals hired, I’m convinced the concept will expand throughout the industry,” he says.

But the problem of finding employment for adults with IDD extends far beyond any one industry and has serious implications for the country. “An estimated 80% of Americans with disabilities are unemployed,” Schugt asserts. Moreover, conditions such as autism are on the rise and will impact the workforce now and when today’s autistic children reach adulthood.

“One big reason that I am doing this is because I also want to help the parents who are worried what will happen to their children when they reach the age of 22,” Schugt says. He is also concerned about the younger generation, for those now in Kindergarten who have IDD. “They are the class of 2041 – what will be there for them?”

A Nationwide, Multi-Industry Effort

One country that has effectively addressed this problem is Germany, and Schugt, who speaks fluent German, has observed the system firsthand. Any company in Germany employing 20 or people must abide by the terms of an employment act, known as Schwerbehinderten Ausgleichsabgabe. Five percent of the workforce in these companies must be severely disabled. If this standard can’t be met, employers pay a compensatory fee.

Schugt is calling for a nationwide effort to place disabled workers in every industry. “There are very few industries that couldn’t benefit from hiring adults with IDD,” he insists, citing a variety of fields, including manufacturing, food service, retail and transportation.

According to Schugt, the hotel industry is in an exceptional position to become a leader in this ground-breaking effort that benefits each property, its employees, families and the community. Most important are the individuals who find not just a job, but self-esteem and independence.

“The time has come for us, as an industry, to create profound change by helping those that cannot do it without us. To help give individuals a purpose and lay before them a new life, driven by purpose and a chance to experience what we take for granted — that feeling of accomplishment and belonging.” C&IT