From Policy to Practice: What does it truly mean to be a welcoming space?

A Conversation on CGLCC’s Rainbow Registered Program and New Frontiers for Inclusive Hospitality.

For many businesses, especially in hospitality, inclusion starts with good intentions—a Pride flag in the window, a statement on the website, a belief that “everyone is welcome here.” But when it comes to building trust with 2SLGBTQI+ customers and staff, intention isn’t enough. And that’s where Rainbow Registered comes in.

Developed by Canada’s 2SLGBTQI+ Chamber of Commerce (CGLCC), the Rainbow Registered accreditation program helps businesses turn values into fluid systems—moving beyond a flag or a sticker on the door to create environments that are genuinely welcoming, friendly, and accountable. The process isn’t a checkbox. It’s a framework for cultural change, backed by rigorous assessment, ongoing education, and a commitment to growth.

The Rainbow Registered program helps businesses move from intention to action—transforming 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—leading 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’ve had those conversations before.

Rainbow Registered helps businesses set—and rise to—a higher standard of hospitality and care. That standard isn’t 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.

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—offering a powerful perspective on what inclusive hospitality really looks like in practice.

MM: Let’s start with a little about you—what brought you to CGLCC and to your current role?

Tash Raposo: I joined CGLCC about a year ago—this 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—equity, diversity, and inclusion—have always been big pillars of my work, even if they weren’t always labelled that way.

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—giving young people a foundation so that later, in their own careers and communities, they could carry those values forward.

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—as 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.

MM: What does the Rainbow Registered designation actually signify for a business?

TR: It’s more than just a symbol. The program is designed to make sure that if something happens—if someone is made to feel unsafe or unwelcome—there are real policies and practices in place to back them up. It’s about leadership and accountability. Is that business truly inclusive, not just in name but in action?

The application process is thoughtful and thorough. It’s 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’re starting from scratch. For businesses with strong foundations already in place, it can be completed in less than a month—it really depends where they’re starting from.

Once they’re accredited, my role kicks in. I support them in continuing that journey—through education, monthly webinars, and one-on-one support.

Our team doesn’t act as consultants per se, but we do get a lot of requests. “Hey, this happened—any advice?” “We’re preparing for this—do you have a resource?” We’re here to guide them, connect them with tools, and help them live up to what the designation promises.

MM: So the designation is just the beginning?

TR: Exactly. One of the biggest things we emphasize is that this work is ongoing. The queer community is not a monolith—it’s 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.

We do a lot of the groundwork—keeping up with changes in the space, staying informed on emerging best practices—and 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’ll develop programming around that.

It’s also about helping members move from statements to systems. A lot of businesses have policies like “We don’t tolerate discrimination.” That’s 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.

MM: What sets the Rainbow Registered program apart from similar diversity initiatives?

TR: I think it’s the emphasis on accountability. When we talk to businesses, we don’t just say “You’re going to be a welcoming space.” We say: “You’re committing to being a welcoming, friendly, and accountable space.” That last word really matters.

Anyone can say they’re inclusive. The Rainbow Registered program helps businesses prove it—and keep proving it. For our communities, that canbe the difference between showing up—or staying away.

MM: Can you explain what that accountability looks like in practice?

TR: It’s about recognizing that policies and procedures don’t always cover what actually happens in the moment. Take a hotel, for example—you can’t 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?

That’s why we use language like welcoming, friendly, and accountable—not “safe spaces,” because we can’t 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.

Rainbow Registered encourages businesses to lead with humility. To say, “I might not know everything about your experience, but I’m here to support you—and I’m learning.” That openness goes a long way.

MM: Is Rainbow Registered geared toward all businesses, or mainly those in the tourism and hospitality sectors?

TR: It’s definitely for all businesses. That said, its roots are in tourism—that’s where it gained momentum early on, especially with support from organizations like ACOA (Atlantic Canada Opportunities Agency) and FedDev Ontario. We’ve worked with a lot of DMOs and tourism partners, and the program really took
off there. But it’s grown far beyond that.

Even though it started with the traveller in mind, what we’ve 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.

MM: What would you say to operators who are worried about getting it wrong?

TR: I’d say: lead with curiosity. You don’t have to know everything. In fact, it’s better if you assume you don’t. That feeling of discomfort—of not being sure how to address someone, or how to support them—that’s okay. It’s not something to panic about. Being uncomfortable is a step toward progress.

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—and it goes both ways.

It’s about meeting people with respect and saying, “Tell me what that looks like for you.” It’s no longer about treating others ‘the way you want to be treated.’ It’s about treating them the way they want
to be treated.

That mindset is the foundation of inclusive service—and it’s how we all get better, together.

Is Your Business Ready to Become Rainbow Registered?

A step-by-step guide for operators ready to lead with inclusion

Whether you’re a restaurant, hotel, tourism provider, or other service-based business, the Rainbow Registered designation is more than a symbol—it’s a commitment to excellence in hospitality and more inclusive and accountable spaces for all. Here’s how to get started:

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

Step 2: Connect with a Program Lead
Once you register, you’ll be connected with a member of CGLCC’s business development team. They’ll walk you through the process and introduce you to the online platform used to track your progress.

Step 3: Upload Your Evidence
To demonstrate inclusivity, you’ll 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.

Step 4: Identify Gaps and Improve
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.

Step 5: Undergo Third-Party Assessment
Once your documentation is complete, you’ll be paired with a third-party assessor. They’ll review your submission, provide feedback, and determine whether your business meets the criteria for accreditation.

Step 6: Get Accredited and Stay Engaged

If you pass, you’ll officially become Rainbow Registered and be onboarded into the program. That includes access to CGLCC’s community events, monthly webinars, continued learning opportunities, and support from the Rainbow Registered team.

Pro tip:
The learning doesn’t stop once you’re accredited. Keep your team engaged by attending webinars, tapping into diverse training suppliers, and staying open to feedback and growth.

Learn more about the Rainbow Registered Program and how to get the registration process started at:

 IG: @rainbowregistered | cglcc.ca/programs/rainbow-registered/