For Mount Nelson Cape Town, the answer is simple: Learn their language!
As one of the hotels participating in Showcook's prestigious Inter-Hotel Challenge 2026, Mount Nelson has taken an exciting step towards making hospitality more accessible to Deaf guests.
The initiative was inspired by conversations between competition participants and one of the Challenge's longstanding guest speakers, Lesego Modutle, popularly known as LesegoSigns.
A disability inclusion specialist, South African Sign Language (SASL) practitioner and media personality, Modutle has been involved with the Inter-Hotel Challenge since 2021, encouraging hospitality professionals to think beyond traditional service excellence and consider the experiences of guests with disabilities.
During this year's competition, several participants shared their experiences of assisting Deaf guests, including the challenges they faced when communication became a barrier.
"What stood out to me was not a lack of willingness to serve, but a lack of exposure, practical knowledge and confidence in communicating with Deaf people," explains Modutle.
Mount Nelson Staff collectively spelling the word LOVE in Sign Language. Left to right: Kristyn Swanepoel, Bukiwe Timba, Petro Botha and Nokulunga Mambumbu.
Turning conversations into action
These conversations sparked an initiative to introduce Deaf inclusion and South African Sign Language training to hotels participating in the 2026 Inter-Hotel Challenge. And Mount Nelson Cape Town was the first to raise its hand!
In partnership with Showcook and I Love Coffee, a social enterprise dedicated to creating training and employment opportunities for Deaf youth, Mount Nelson staff participated in a Deaf Inclusion in the Workplace workshop.
Employees from across the hotel, including Front Office, Banqueting, Gardens, Spa, Concierge, Food & Beverage and Human Resources, explored Deaf culture, respectful communication, workplace barriers and practical ways to create a more welcoming environment for Deaf colleagues and guests.
Mount Nelson staff. One new language. Endless possibilities.
Taking the initiative a step further, staff members also participated in South African Sign Language lessons tailored specifically to the hospitality industry.
From welcoming guests with a friendly "Hello, how are you?" to introducing themselves and fingerspelling their names, participants learned practical communication skills they can put to use in their daily interactions.
Their training also covered checking Deaf guests into the hotel, assisting them to their rooms, communicating important safety information and navigating situations where communication becomes challenging.
Importantly, they learned that inclusive communication does not require perfection. Sometimes, knowing how to sign "I don't understand. I am hearing. Please slow down" can make all the difference.
The staff also discovered that when signing gets tricky, there's nothing wrong with going back to basics. A good old-fashioned pen and paper, or simply typing a message on a phone, can go a long way towards bridging a communication gap.
And, of course, a Sign Language lesson delivered by I Love Coffee wouldn't be complete without a little coffee talk!
Participants learned how to sign their favourite coffee orders, from cappuccinos and Americanos to lattes and espressos. Because whether you order your coffee with your voice or your hands, everyone deserves a great cup!
The goal was not to turn hotel employees into fluent signers overnight, but to equip them with the confidence and practical skills to make Deaf guests feel acknowledged, respected and welcome.
From nervous to confident: What the staff had to say
For many participants, the lessons opened their eyes to a language and culture they had previously known very little about.
"I was surprised to learn that Sign Language is not just about hand signs. Facial expressions and eye contact are also part of the language," shares Nokulunga Mambumbu, a Mount Nelson employee who participated in the training.
"I feel more confident communicating with Deaf people. Before, I was nervous, but now I can greet, introduce myself and make a Deaf guest feel welcome and respected, even if I might still need to write some things down."
"I encourage all hotel employees to learn how to sign, especially those working at the Front Desk, Concierge and in restaurants." Advises Petro Botha
Kristyn Swanepoel echoed this sentiment, encouraging more hospitality professionals to embrace the opportunity to learn.
"I encourage all hospitality professionals to learn Sign Language. Signing at even a basic level can make a meaningful difference in the experience of Deaf guests."
A warm welcome, in any language
For Modutle, the initiative represents more than a training opportunity. It demonstrates how the hospitality industry can move from conversations about inclusion to meaningful action.
"Mount Nelson is ready to welcome the Deaf community with open hands, and I hope that other hotels around the country will soon be equipped to do the same," says Modutle.
With South African Sign Language now recognised as the country's 12th official language, initiatives such as these offer the hospitality industry an opportunity to rethink what it truly means to make every guest feel at home.
And at Mount Nelson, that welcome can now begin with a sign. Because exceptional hospitality speaks every language. Even without a sound.
Want to do something different for your next team building?
To enquire about booking Deaf Inclusion in the Workplace workshops and/or South African Sign Language training sessions for your team, email lesegosigns@ilovecoffee.co.za.