Ethical principles for hospitality managers

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Licenciatura Internacional En Administración De Empresas Turísticas, Hoteleras y Gastronomicas


Rooms Division
Fecha De Entrega: 9/03/2010

Ethical Principles for Hospitality Managers

Honesty: Hospitality managers are honest and truthful. They do not mislead or deceive others by misrepresentations.

Integrity: Hospitality managers demonstrate the courage of their convictionsby doing what they know is right even when there is pressure to do otherwise.

Trustworthiness: Hospitality managers are trustworthy and candid in supplying information and in correcting misapprehensions of fact. They do not create justifications for escaping their promises and commitments.

Loyalty: Hospitality managers demonstrate loyalty to their companies in devotion to duty and loyaltyto colleagues by friendship in adversity. They avoid conflicts of interest; do not use or disclose confidential information; and should they accept other employment, they respect the proprietary information of their former employer.

Fairness: Hospitality managers are fair and equitable in all dealings; they do not abuse power arbitrarily nor take undue advantage of another’s mistakes ordifficulties. They treat all individuals with equality, with tolerance for and acceptance of diversity and with an open mind.

Concern and Respect for Others: Hospitality managers are concerned, respectful, compassionate and kind. They are sensitive to the personal concerns of their colleagues and live the “Golden Rule.” They respect the rights and interest of all those who have a stake in theirdecisions.

Commitment to Excellence: Hospitality managers pursue excellence in performing their duties and are willing to put more into their job than they can get out of it.

Leadership: Hospitality managers are conscious of the responsibility and opportunities of their position of leadership. They realize that the best way to instill ethical principles and ethical awareness in their organizationsis by example. They walk their talk!

Reputation and Morale: Hospitality managers seek to protect and build the company’s reputation and the morale of its employees by engaging in conduct that builds respect and by taking whatever actions are necessary to correct or prevent inappropriate conduct of others.

Accountability: Hospitality managers are personally accountable for the ethical qualityof their decisions as well as those of their subordinates.

What do you think of these rules? Why do we need to have ethical rules? What happens if no one follows the ethical rules? Do we all have the same values? Is it good to have the same values? Why or why not? Do all employees in a particular hotel need to have the same values, or, in other words, do they need to follow the same moralrules? What can happen if they don't?

Our industry has become very competitive. If our customers or our employees don't trust us to deliver the service we said we would, or to treat them fairly and respectfully, they will leave us. Our customers will go to other hotels and restaurants where they can get what they expected, and our employees will go to other hotels and restaurants in hopes of bettertreatment.

As educated professionals, it is our responsibility to foster ethical working environments so both our customers and our employees are satisfied and trust us to do right by them. Our business will be less successful if we do not.

Ethics and Housekeeping Management

Case of study

This case study dealt with a housekeeper (Trini) who took a black leather dress that had beenleft behind in a room by a guest. Trini was not disciplined for her action because she was the only bilingual person in housekeeping. Her supervisor, Kathy, could not speak Spanish and needed Trini to be able to communicate with her staff. Numerous negative consequences were likely to result from Kathy's lack of appropriate action because of her inability to deal with her diverse staff.

Case #2...
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