Ethics Front Office Operations
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Ethics & Front Office Operations Ethics What is ethical? • Ethical – “Pertaining to what is right or wrong” Are everyone’s ethics the same? • Based upon our environment & experiences Do ethics change? • What society considers ethical changes over time The Ethics Check 1. Is it Legal? • Will it violate either civil law or company policy? 2. Is it Balanced? • Is it fair to all concerned in the short & long term? 3. How will it make me feel about myself? • Would you want it published in the newspaper? • Would you want your family to know about it? Ethics & The Front Office Reservations • Top-down selling • Availability of lower-rate rooms • “Bait & Switch” • Accurate descriptions • Limited services • Construction, etc. Source: Ethics in Hospitality Management by S. Hall Ethics & The Front Office Overbooking • Contract between hotel & guest Walking • Comparable accommodations • Equal treatment for all guests No-shows • Bill even if the hotel is 100% occupied? Ethics & The Front Office Credit Card Authorization • Tying up guest credit Disputed Charges • Deposit refunds • Promptly correcting billing errors Overcharging • Special events - Price fixing? • “Duty to receive the public” Ethics & The Front Office Right to Privacy • Guest’s name/info appears on the registration card • Confidentiality of all guest information Personal Ethics • Escorts, drugs, etc. • Upgrades & “found” rooms • Dating guests • Borrowing from the hotel/bank • Bribes vs. Tips??