A Conversation with Jean-Paul Hewlett, Senior Guest Services Operations Manager at Ethos Farm.
Battersea Power Station is more than a shopping destination. It is a global landmark where history meets modern innovation. But for a site of this scale, true success is not just measured in footfall; it is measured in belonging.
We sat down with Jean-Paul to discuss how the Guest Services team is using WelcoMe to move beyond checklists and toward a culture of proactive, empathetic inclusion.
Q: From the perspective of such an iconic destination, why is it so vital to lead the way in disability service provision?
Jean-Paul Hewlett: Landmarks like Battersea Power Station shape expectations. People don't just visit us to shop or eat; they come because this place means something. If inclusion is visible, intentional, and embedded in a space of this scale, it sends a powerful message: accessibility is not a compromise or a special request, it is a standard.
When we get it right here, we help normalise inclusive experiences everywhere else. We show that historic, complex environments can be accessible as well as full of character, and that disabled visitors deserve to experience the neighbourhood with the same sense of freedom, dignity, and joy as anyone else.
Q: With the scale and energy of the Power Station, how does receiving a visitor's WelcoMe Key in advance help your team?
JP: The size of the neighbourhood, with its events, brand pop-ups, and rich retail offering, is exciting, but it can also feel overwhelming. When guests share their access needs with us ahead of time, it allows our Guest Services team to shift from reactive to proactive support.
We can plan, communicate, and prepare before the visitor even arrives, whether that means anticipating sensory needs, mobility requirements, sighted guide and communication preferences, or simply offering reassurance. Instead of guests having to explain themselves repeatedly, they are met with understanding and readiness. That changes the entire tone of the experience.
Q: How has the partnership helped build confidence within your team?
JP: We have moved beyond the idea of simply meeting needs and toward intentionally designing an environment where every visitor feels they can truly enjoy themselves authentically. Our teams understand that accessibility is about people, not checklists. It is about listening, flexibility, empathy, and empowerment.
We have taken this a step further by ensuring our team reflects this commitment through its own diversity. We have created an inclusive working environment that actively supports the onboarding and development of team members who are neurodivergent and hearing impaired. By fostering a workplace that accommodates different ways of working, we enable our team members to contribute their lived experiences, strengthening our ability to support guests in a more empathetic way.
Q: What would you say to a visitor who might be intimidated by the size of the Power Station?
JP: Our message is simple: you don't have to navigate it alone. We are here to support, help you plan, and give you the reassurance to come onto the estate and enjoy everything on offer. This is your space too. By sharing your access needs, you give us the opportunity to welcome you properly, and to make sure your visit feels as exciting, comfortable, and fun as it should be.
"Accessibility is not a compromise or a special request — it's a standard."
— Jean-Paul Hewlett, Senior Guest Services Operations Manager, Ethos Farm
Thank you JP. Battersea Power Station is setting the standard for what inclusive destination management looks like at scale, and the commitment to building a diverse team alongside a welcoming guest experience is exactly the kind of leadership the industry needs.
Experience Battersea Power Station with WelcoMe
Planning a visit to this iconic London landmark? You can share your requirements and arrival time with JP's team in just a few clicks.
Share your Key and plan your visit at wel-co.me