Transcript Ethics in Hospitality and Tourism Powerpoint

Ethics In
Hospitality and
Tourism
CUSTOMER RELATIONS IN THE TRAVEL INDUSTRY
ETHICS: A set of moral rules that
help people decide right from wrong.
ETHICAL BEHAVIOR: Doing the right
thing, even when under pressure to do
the wrong thing.
Ethical Behavior Includes:
•Honesty
•Integrity
•Commitment to
excellence
•Fairness
•Loyalty
•Trustworthiness
•Accountability
•Concern & respect for others
•Maintaining a customer’s right
to privacy
Managers should
always discourage
unethical behavior
and be role models
for ethical behavior.
CODE OF ETHICS
A written list of rules for ethical
behavior; code of conduct
•Focuses on employees and
customers
•Helps employees make
difficult decisions
•Must constantly be revised
*Most
professional organizations have
developed a code of ethics for their members.
Ethical Decision-Making
•The way employees make decisions
impacts on customer satisfaction,
employee satisfaction, and business
success.
•Family pressures, peers, demands of
home, school, and work, financial
problems, and personal goals influence
ethical decisions.
Questions to help with ethical
decision-making
•Is it legal?
•Does it hurt anyone?
•Is it fair?
•Am I being honest?
•Can I live with myself?
•Would I publicize my decision?
•What if everyone did it?