In 2024, SSA Group partnered with KultureCity to help train our employees to better serve the diverse needs of our guests.  

Ashley Hughes is the assistant general manager of the Detroit Zoo and was one of the first employees to complete the training program.  

“Understanding and embracing the diverse needs of individuals in hospitality is essential, and my experience with KultureCity has given me valuable insights into how to better serve both guests and employees. It has deepened my awareness of how to anticipate and accommodate various needs in a more holistic and thoughtful way. 

KultureCity offers a Sensory Inclusive™ Certification that is available to venues, organizations, small businesses or caring individuals who want to learn more about sensory needs and how to better engage with individuals with sensory needs.  

"True inclusion begins with partnerships that amplify accessibility for all. Collaborating with the SSA empowers us to create sensory-accessible and inclusive environments that ensure everyone, regardless of ability, can fully experience and participate in the world around them." Uma Srivastava, Executive Director, KultureCity  

Ashley shares that she’s approaching conversations in a new way, employing key strategies from KultureCity:  

• Be Inclusive: Treat everyone as an individual, without making assumptions based on their abilities or disabilities. Everyone’s needs are unique. 

• Use Clear Language: Speak simply and directly, avoiding jargon or overly complex sentences that might create confusion. 

• Be Patient: Allow space for individuals to process information and respond at their own pace. Silence can be an important part of communication. 

• Ask Open-Ended Questions: Encourage a deeper conversation by inviting others to share their thoughts and feelings freely. 

• Be Mindful of Nonverbal Cues: Pay attention to body language—both yours and theirs—to better understand comfort levels and gauge emotional responses. 

“These principles not only enhance the guest experience but also improve the way I connect with people in my personal and professional life. KultureCity has helped me see the value in adjusting my approach to be more mindful, respectful, and empathetic—transforming the way I communicate and fostering a more inclusive environment for all.”