Beyond the job at Hilton, it is an engine of opportunity for all, including those with visible and invisible disabilities. The Conrad Dublin team is a shining example of this commitment.
Two years ago, Conrad Dublin established its Barista Academy, designed to empower adults with Down Syndrome by equipping them with valuable hospitality skills. Through this initiative, they have fostered inclusion while helping individuals gain the confidence to find their place in the workforce. Keep reading to explore the academy's lasting impact on the hotel, its Team Members, and the local community.
Niamh, Human Resources Director (center, in red) stands with fellow Conrad Dublin Team Members and Barista Academy graduates holding their completion certifications on graduation day.
Building Partnership
Conrad Dublin’s journey toward inclusivity took an exciting turn with the launch of its partnership with Down Syndrome Ireland (DSI) in 2021. Initially, the goal was to integrate adults with Down Syndrome into the hotel’s workforce. “We started by working with Aoife Gaffney, the Head of Employment at DSI, to find a path for adults with Down Syndrome into employment,” recalls Niamh, the hotel’s Human Resources Director. Conrad Dublin welcomed four adults with Down Syndrome onto its team through this partnership. Their success sparked a deeper question: how could the hotel continue to support adults with Down Syndrome, not only at Conrad Dublin but across the broader hospitality industry?
The answer was the Barista Academy. Launched in 2022, the academy offers adults with Down Syndrome the chance to acquire barista and restaurant service skills through a five-week training program. Taking on four students per cohort, the program has helped these individuals find employment in cafés and restaurants across Dublin.
Building Skills and Confidence
The course structure is simple but effective. It does not just teach hard skills—it fosters confidence, independence, and a sense of community. Each week, two participants focus on learning barista techniques with Juan, the hotel's dedicated Barista and teacher, while the other two work with Caroline, the Food and Beverage (F&B) supervisor, honing customer service skills. Then, the pairs switch roles, ensuring that participants have firsthand experience in both areas by the end of the term.
Julie (left) and Niamh (right), two program graduates now working at Conrad Dublin.
The program culminates in a graduation ceremony, where family members are invited to celebrate their achievements. “When I go to those graduation ceremonies, I pinch myself that I get paid to make sure something like that happens,” says Niamh. “It is a perfect example of Hilton values—that we are willing to pay our Team Members to spend time, resources, and energy just to help people.”
For Juan, working at Conrad Dublin and teaching at its academy has been more than just a job—it is a meaningful way to give back. “It is a privilege and an honor for me to be part of the Barista Academy,” Juan shares. “Working alongside them, seeing how much they are learning, and enjoying the process fills my heart with joy. It also keeps me motivated to find more ways to help others adapt to the workplace.”
Building Opportunities
The impact of the Barista Academy goes beyond the individuals who take part. Two of its graduates have since been hired by Conrad Dublin. Plus, the success of the program has inspired the hotel to replicate its model with Ruhama, an organization supporting victims of trafficking. In reflecting on their partnership, Kim Haugh, Bridge to Work Coordinator at Ruhama, said, “Every week, I could see that the women were gaining determination, confidence, and self-assurance.”
The academy has since run three times, with a fourth cohort beginning soon. “The success of this program is down to two main factors: the support of our social partners and the dedication of Juan and Caroline,” Niamh explains. “They exemplify everything Hilton stands for.”
Building Community
For the participants, the academy is a life-changing opportunity. Gordon, one of the program’s graduates, found the experience fun and informative. “We had much hands-on practice, from espressos to lattes and even an intro to latte art. The Conrad staff were incredible,” he says. Rebecca Egan, another graduate, was equally thrilled to be part of the course. “As a coffee lover, she really enjoyed learning the skills of a Barista in a fun, friendly environment,” her mother shared.
Niamh and Gordon celebrate his academy completion at his graduation ceremony.
The Barista Academy not only equips adults with Down Syndrome with tangible skills but also creates a ripple effect of inclusion and empowerment throughout the community.As Aoife explains, “The academy was developed to support adults with Down Syndrome to achieve their goals. Niamh and her team have brought joy and fun to the lives of every person engaged in the program.”
As Hilton continues to build bridges of opportunity for individuals of all backgrounds, initiatives like the Barista Academy are powerful examples of how we fulfill our purpose—to fill the earth with the light and warmth of hospitality. By creating pathways to employment for adults with Down Syndrome, Conrad Dublin not only strengthens its team but also demonstrates why Hilton remains the #1 World’s Best Workplace.
