The employment landscape for persons with disabilities (PwDs) in India, particularly in the hospitality sector, remains fragmented despite progressive legislative measures such as the Rights of Persons with Disabilities Act, 2016. While many organisations express commitment to diversity, inclusive employment practices are often superficial or compliance-driven rather than integrated into strategic human resource (HR) systems. This study introduces the INCLUDE Framework, a comprehensive HR model specifically designed to embed inclusion across all stages of the employment cycle within the hospitality industry.

Developed through a mixed-method approach, including quantitative analysis of 180 employee and manager responses from five-star hotels in the Delhi NCR region, the framework identifies critical barriers and opportunities related to inclusive recruitment, infrastructure, training, workplace culture, performance systems, grievance mechanisms, and policy integration. The framework is built on seven core pillars: Inclusive Recruitment & Policy Alignment (IRPA), Accessible Infrastructure & Assistive Technology Enablement (IAE), Inclusive Training, Development & Growth (ITDG), Sensitization, Awareness & Inclusive Culture (SAIC), Performance, Recognition & Career Progression (PRCP), Feedback, Grievance Redressal & Monitoring (FGM), and Policy Integration, SOPs & Legal Alignment (PISLA).

Each pillar addresses a specific functional area within HR and aligns with national legislation and global best practices, ensuring the model is both contextually relevant and practically applicable. The paper further offers actionable implementation guidelines, linking the framework to sector-specific operational needs in hospitality. By moving beyond symbolic inclusion and focusing on systems-based HR transformation, the INCLUDE Framework provides a pathway for hospitality employers to build sustainable, equitable, and legally compliant workplaces for PwDs. It also opens possibilities for adaptation across other service-oriented sectors in India and beyond