Ethics Front Office Operations

							       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??