That was the warning of Ed Salvato, editor-in-chief of LGBT travel publication, ManAboutWorld, speaking at the Proud Experiences conference taking place in London this week.
Salvato said he believed current hospitality procedures, such as using the description “ladies and gentlemen” to greet hotel guests, were “primitive” when considering the changing attitudes of society surrounding traditional gender labels.
He also told delegates that he saw staff “freezing” when it came to delivering personable and effective service to LGBT customers because they were too worried of upsetting guests or making a mistake with their use of language.
