{"id":9826,"date":"2025-07-18T00:00:00","date_gmt":"2025-07-18T04:00:00","guid":{"rendered":"https:\/\/www.restaurantscanada.org\/menu\/from-policy-to-practice-what-does-it-truly-mean-to-be-a-welcoming-space\/"},"modified":"2026-10-20T13:42:05","modified_gmt":"2026-10-20T17:42:05","slug":"from-policy-to-practice-what-does-it-truly-mean-to-be-a-welcoming-space","status":"publish","type":"menu","link":"https:\/\/www.restaurantscanada.org\/fr\/menu\/from-policy-to-practice-what-does-it-truly-mean-to-be-a-welcoming-space\/","title":{"rendered":"From Policy to Practice: What does it truly mean to be a welcoming space?"},"content":{"rendered":"\n

A Conversation on CGLCC\u2019s Rainbow Registered Program and New Frontiers for Inclusive Hospitality.<\/em><\/strong><\/p>\n\n\n\n

For many businesses, especially in hospitality, inclusion starts with good intentions\u2014a Pride flag in the window, a statement on the website, a belief that \u201ceveryone is welcome here.\u201d But when it comes to building trust with 2SLGBTQI+ customers and staff, intention isn\u2019t enough. And that\u2019s where Rainbow Registered comes in.<\/p>\n\n\n\n

Developed by Canada\u2019s 2SLGBTQI+ Chamber of Commerce (CGLCC), the Rainbow Registered accreditation program helps businesses turn values into fluid systems\u2014moving beyond a flag or a sticker on the door to create environments that are genuinely welcoming, friendly, and accountable. The process isn\u2019t a checkbox. It\u2019s a framework for cultural change, backed by rigorous assessment, ongoing education, and a commitment to growth.<\/p>\n\n\n\n

The Rainbow Registered program helps businesses move from intention to action\u2014transforming values like inclusion and respect into real, everyday practices. But the real impact is cultural. Staff feel confident, empowered, and more supported within a system of defined and consistent organizational values\u2014leading to higher morale and better retention. Guests feel genuinely welcomed, which builds trust and loyalty. And if tough situations arise, teams know how to respond, because they\u2019ve had those conversations before.<\/p>\n\n\n\n

Rainbow Registered helps businesses set\u2014and rise to\u2014a higher standard of hospitality and care. That standard isn\u2019t limited to 2SLGBTQI+ guests or staff; it elevates the experience for everyone. When inclusion is baked into your culture, operations run smoother, teams feel supported, and guests feel truly welcomed. The result? A stronger, more resilient business.<\/p>\n\n\n\n

To better understand how Rainbow Registered works, and why it matters now more than ever, MENU sat down with Tash Raposo, Rainbow Registered Program Manager. A lifelong educator and advocate, Raposo brings both lived experience and professional insight to the conversation\u2014offering a powerful perspective on what inclusive hospitality really looks like in practice.<\/p>\n\n\n\n

\n\n\n\n

MM: Let\u2019s start with a little about you\u2014what brought you to CGLCC and to your current role?<\/strong><\/em><\/p>\n\n\n\n

Tash Raposo: <\/em><\/strong>I joined CGLCC about a year ago\u2014this July will mark my first full year, which is really exciting. My background is actually in child and youth care, with a strong focus on education, recreation, and sport. Education and EDI\u2014equity, diversity, and inclusion\u2014have always been big pillars of my work, even if they weren\u2019t always labelled that way.<\/em><\/p>\n\n\n\n

I spent a lot of time managing programs for youth, and we baked inclusivity into everything we did. Whether we were talking about culture, identity, or access, it was all about planting seeds\u2014giving young people a foundation so that later, in their own careers and communities, they could carry those values forward.<\/em><\/p>\n\n\n\n

I loved that work, but I was ready for a change. When I saw the opportunity at CGLCC, the Rainbow Registered program really stood out to me\u2014as a queer person myself, I know how hard it can be to move through the world and not know whether a space will be safe or accepting. This program tries to close that gap.<\/em><\/p>\n\n\n\n

MM: What does the Rainbow Registered designation actually signify for a business?<\/strong><\/em><\/p>\n\n\n\n

TR:<\/em><\/strong> It\u2019s more than just a symbol. The program is designed to make sure that if something happens\u2014if someone is made to feel unsafe or unwelcome\u2014there are real policies and practices in place to back them up. It\u2019s about leadership and accountability. Is that business truly inclusive, not just in name but in action?<\/em><\/p>\n\n\n\n

The application process is thoughtful and thorough. It\u2019s designed to help businesses take a close look at their policies, training, and customer experience. For some, that process can take up to a year, especially if they\u2019re starting from scratch. For businesses with strong foundations already in place, it can be completed in less than a month\u2014it really depends where they\u2019re starting from.<\/em><\/p>\n\n\n\n

Once they\u2019re accredited, my role kicks in. I support them in continuing that journey\u2014through education, monthly webinars, and one-on-one support.<\/em><\/p>\n\n\n\n

Our team doesn\u2019t act as consultants per se, but we do get a lot of requests. \u201cHey, this happened\u2014any advice?\u201d \u201cWe\u2019re preparing for this\u2014do you have a resource?\u201d We\u2019re here to guide them, connect them with tools, and help them live up to what the designation promises.<\/em><\/p>\n\n\n\n

MM: So the designation is just the beginning?<\/strong><\/em><\/p>\n\n\n\n

TR:<\/em><\/strong> Exactly. One of the biggest things we emphasize is that this work is ongoing. The queer community is not a monolith\u2014it\u2019s vast, complex, and constantly evolving. Language changes. Cultural norms shift. Concepts we talked about five years ago might have been replaced or expanded by now. So staying current is essential.<\/em><\/p>\n\n\n\n

We do a lot of the groundwork\u2014keeping up with changes in the space, staying informed on emerging best practices\u2014and then we bring that back to our members. Maybe a new accessibility standard has come out. Maybe a leading consultant has introduced a new framework for inclusive hiring. We\u2019ll develop programming around that.<\/em><\/p>\n\n\n\n

It\u2019s also about helping members move from statements to systems. A lot of businesses have policies like \u201cWe don\u2019t tolerate discrimination.\u201d That\u2019s great. But what happens if discrimination actually occurs? Do you know what to do? Do your staff know how to respond? Our job is to support you in getting the support and tools you need to ensure success in these difficult situations.<\/em><\/p>\n\n\n\n

MM: What sets the Rainbow Registered program apart from similar diversity initiatives?<\/strong><\/em><\/p>\n\n\n\n

TR:<\/em><\/strong> I think it\u2019s the emphasis on accountability. When we talk to businesses, we don\u2019t just say \u201cYou\u2019re going to be a welcoming space.\u201d We say: \u201cYou\u2019re committing to being a welcoming, friendly, and accountable space.\u201d That last word really matters.<\/em><\/p>\n\n\n\n

Anyone can say they\u2019re inclusive. The Rainbow Registered program helps businesses prove it\u2014and keep proving it. For our communities, that canbe the difference between showing up\u2014or staying away.<\/em><\/p>\n\n\n\n

MM: Can you explain what that accountability looks like in practice?<\/strong><\/em><\/p>\n\n\n\n

TR:<\/em><\/strong> It\u2019s about recognizing that policies and procedures don\u2019t always cover what actually happens in the moment. Take a hotel, for example\u2014you can\u2019t control who walks in the door. So if a guest says something harmful to a staff member, what matters is how the leadership responds. Does the team feel confident that their manager has their back?<\/em><\/p>\n\n\n\n

That\u2019s why we use language like welcoming, friendly, and accountable\u2014not \u201csafe spaces,\u201d because we can\u2019t guarantee safety for everyone. What feels safe for me may not feel safe for you. It depends on our lived experience, and on intersecting identities like race, gender, religion, or ability.<\/em><\/p>\n\n\n\n

Rainbow Registered encourages businesses to lead with humility. To say, \u201cI might not know everything about your experience, but I\u2019m here to support you\u2014and I\u2019m learning.\u201d That openness goes a long way.<\/em><\/p>\n\n\n\n

MM: Is Rainbow Registered geared toward all businesses, or mainly those in the tourism and hospitality sectors?<\/strong><\/em><\/p>\n\n\n\n

TR:<\/em><\/strong> It\u2019s definitely for all businesses. That said, its roots are in tourism\u2014that\u2019s where it gained momentum early on, especially with support from organizations like ACOA (Atlantic Canada Opportunities Agency) and FedDev Ontario. We\u2019ve worked with a lot of DMOs and tourism partners, and the program really took
off there. But it\u2019s grown far beyond that.<\/em><\/p>\n\n\n\n

Even though it started with the traveller in mind, what we\u2019ve seen is the internal impact on staff teams. It boosts morale. It creates trust. When people feel their employer stands behind them, they bring that energy to their work.<\/em><\/p>\n\n\n\n

MM: What would you say to operators who are worried about getting it wrong?<\/strong><\/em><\/p>\n\n\n\n

TR:<\/em><\/strong> I\u2019d say: lead with curiosity. You don\u2019t have to know everything. In fact, it\u2019s better if you assume you don\u2019t. That feeling of discomfort\u2014of not being sure how to address someone, or how to support them\u2014that\u2019s okay. It\u2019s not something to panic about. Being uncomfortable is a step toward progress.<\/em><\/p>\n\n\n\n

What matters is how you respond. Ask questions. Be open. Let your guest or team member show you who they are, instead of making assumptions. That openness creates trust\u2014and it goes both ways.<\/em><\/p>\n\n\n\n

It\u2019s about meeting people with respect and saying, \u201cTell me what that looks like for you.\u201d It\u2019s no longer about treating others \u2018the way you want to be treated.\u2019 It\u2019s about treating them the way they want
to be treated.<\/em><\/p>\n\n\n\n

That mindset is the foundation of inclusive service\u2014and it\u2019s how we all get better, together.<\/em><\/p>\n\n\n\n

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Is Your Business Ready to Become Rainbow Registered?<\/strong><\/h2>\n\n\n\n

A step-by-step guide for operators ready to lead with inclusion<\/em><\/strong><\/p>\n\n\n\n

Whether you\u2019re a restaurant, hotel, tourism provider, or other service-based business, the Rainbow Registered designation is more than a symbol\u2014it\u2019s a commitment to excellence in hospitality and more inclusive and accountable spaces for all. Here\u2019s how to get started:<\/p>\n\n\n\n

Step 1: Start Online
<\/strong>Visit cglcc.ca\/rainbow-registered<\/a> to begin your application. You\u2019ll choose a registration tier based on your business size (small, medium, or large). Corporations follow a different onboarding path and will be guided accordingly.<\/p>\n\n\n\n

Step 2: Connect with a Program Lead
<\/strong>Once you register, you\u2019ll be connected with a member of CGLCC\u2019s business development team. They\u2019ll walk you through the process and introduce you to the online platform used to track your progress.<\/p>\n\n\n\n

Step 3: Upload Your Evidence
<\/strong>To demonstrate inclusivity, you\u2019ll need to submit evidence (documentation) to show how inclusion is built into your business operations across the four program pillars: Inclusive Leadership, Policies &
Procedures, Culture of Inclusivity, and Training.<\/p>\n\n\n\n

Step 4: Identify Gaps and Improve
<\/strong>As you upload documentation, the Rainbow Registered team reviews your materials and offers support.
If there are gaps, or you need help during the collection process, the Rainbow Registered team is prepared to support you.<\/p>\n\n\n\n

Step 5: Undergo Third-Party Assessment
<\/strong>Once your documentation is complete, you\u2019ll be paired with a third-party assessor. They\u2019ll review your submission, provide feedback, and determine whether your business meets the criteria for accreditation.<\/p>\n\n\n\n

Step 6: Get Accredited and Stay Engaged<\/strong><\/p>\n\n\n\n

If you pass, you\u2019ll officially become Rainbow Registered and be onboarded into the program. That includes access to CGLCC\u2019s community events, monthly webinars, continued learning opportunities, and support from the Rainbow Registered team.<\/p>\n\n\n\n

Pro tip:
<\/strong>The learning doesn\u2019t stop once you\u2019re accredited. Keep your team engaged by attending webinars, tapping into diverse training suppliers, and staying open to feedback and growth.<\/p>\n\n\n\n

Learn more about the Rainbow Registered Program and how to get the registration process started at:<\/strong><\/p>\n\n\n\n

\u00a0IG: @rainbowregistered<\/a> | cglcc.ca\/programs\/rainbow-registered\/<\/a><\/strong><\/p>\n\n\n\n

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