Deaf Baristas Are Changing the Language of Hospitality

JOHANNESBURG, SOUTH AFRICA, 28 September 2026 – In an industry built on conversation, greetings and quick exchanges across counters, Silent Baristas working at hotels in Marriott International’s South African portfolio are proving that the language of hospitality extends far beyond spoken words. Among them is Nicollete Mahlangu, a Deaf barista at Johannesburg Marriott Hotel Melrose Arch. Behind the coffee counter, she prepares everything from Americanos to lattes while communicating with guests through gestures, writing, expressions and simple signs. "Some guests are surprised when they realise that I am Deaf, but most are friendly, respectful and curious," says Mahlangu. "When people make the effort, we always find a way to understand one another." Mahlangu joined the hotel in July 2025 after studying IT software development and technical support, moving from a technical field into a highly guest-facing hospitality role. "Hospitality was completely new to me,” she says. “Since joining Johannesburg Marriott Hotel Melrose Arch, I have learned how to create positive experiences for guests and gained skills I never expected to develop in a guest-facing role. It makes me proud to interact directly with people every day.”  The role has also helped her overcome challenges she encountered when entering the workforce. "I have sometimes faced communication barriers and had to prove that being Deaf does not limit what I can achieve," she says. "This opportunity has allowed me to demonstrate my abilities while gaining confidence, independence and valuable professional experience." Mahlangu is among 10 Silent Baristas now working across participating Marriott International hotels in Johannesburg and Cape Town, marking the programme’s growth beyond its 2025 launch at the Melrose Arch Cluster of Hotels. Delivered in partnership with DEAFinition in Johannesburg, DeafSA in Cape Town and CIRO, the programme combines barista training and workplace readiness support with practical pathways into customer-facing roles for deaf, deafened and hard-of-hearing people. To make communication easier for both employees and guests, hotel teams receive Deaf awareness training and are encouraged to learn basic signs, while guests can use sign-language coffee cards, written prompts and speech-to-text technology to place orders and interact more confidently with Silent Baristas. For Marriott International, the programme reflects its commitment to building inclusive workplaces by creating practical pathways into hospitality for Deaf employees and opening visible, guest-facing roles where they can build skills, confidence and careers. "Deafness is not a barrier to delivering exceptional hospitality; it simply means people communicate in different ways,” says De Villiers Heymans, Cluster General Manager for Melrose Arch Cluster of Hotels. “Hospitality is about making people feel welcome, and our associates prove every day that meaningful human connection is not defined by the ability to hear.” As South Africa marks Deaf Awareness Month under the 2026 theme “Human Rights are Deaf Rights”, the initiative places workplace opportunity at the centre of the conversation. "Deaf, deafened and hard-of-hearing people can work in many different jobs and careers," Mahlangu says. "We should not be limited to certain types of work because we cannot hear. Give us the same opportunities as everyone else, and let us show our skills, talents and abilities." About Marriott International Marriott International, Inc. (Nasdaq: MAR) is based in Bethesda, Maryland, USA, and encompasses a portfolio of compelling brands across luxury, premium, select, midscale, extended stay, and all-inclusive, with over 10,000 properties in 148 countries and territories, as of June 30, 2026. Marriott franchises, operates, and licenses hotel, residential, timeshare, yacht, outdoor, and other lodging products all around the world. The company offers Marriott Bonvoy®, its highly awarded travel platform. For more information, please visit our website at www.marriott.com, and for the latest company news, visit www.marriottnewscenter.com. In addition, connect with us on Facebook and @MarriottIntl on X and Instagram. Birgit Deibele, Senior Director of Communications, Marriott International – Sub-Saharan Africa: [email protected] High-resolution photographs can be downloaded HERE Copyright: Image rights unless otherwise indicated by Marriott International