Ethics in Hospitality and Tourism

The Importance of Ethics Growing awareness in business of the importance of ethical behaviours in companies Internationalisation and globalisation of business brings new ethical problems Consumer expectations and pressures The strategic issues of the future all have an ethical dimension

Why Hospitality and Tourism Involves a direct service to customers Conspicuous consumption of often scarce resources Sustainability is a major issues - with a major ethical dimension The use of the word ‘guests’ implies a standard of behaviour Increasingly complex industry - many facets can go wrong  

Codes of Ethics Recognition and Analysis Individual Differences Shared Values Written Code

The IIQEST Guidelines We acknowledge ethics and morality as inseparable elements of doing business and will test every decision against the highest standards of honesty, legality, fairness, impunity and conscience. We will conduct ourselves personally and collectively at all times so as to bring credit to the service and tourism industry at large. We will concentrate our time, energy and resources on the improvement of our own product and services and we will not denigrate our competition in the pursuit of our own success. We will treat all guests equally regardless of race, religion, nationality, creed or sex. We will deliver all standards of service and product with total consistency to every guest.

The IIQEST Guidelines We will provide a totally safe and sanitary environment at all times for every guest and employee. We will strive constantly, in words, actions and deeds, to develop and maintain the highest level of trust, honesty and understanding among guests, clients, employees, employers and the public at large. We will provide every employee at every level all of the knowledge, training, equipment and motivation required to perform his or her tasks according to our published standards. We will guarantee that every employee at every level will have the same opportunity to perform, advance, and will be evaluated against the same standard as all employees engaged in the same or similar tasks. We will actively and consciously work to protect and preserve our natural environment and natural resources in all that we do. We will seek a fair and honest profit, no more, no less

Why should Managers be aware of Ethics? To guide business decisions To establish personal standards of conduct To make informed and considered views on impacts of decisions To stimulate and encourage consideration of personal views

Ethical Principles for Hospitality Managers Honesty Integrity Trustworthiness Loyalty Fairness Concern and Respect for Others Commitment to Excellence Leadership Reputation and Morale Accountability

Operational Ethical Issues Overbooking by Hotels and Airlines  Fair Trade Purchasing Policies Food Miles  Menu Labelling  Genetically Modified Foods

Strategic Ethical Issues Water usage Recycling, reuse and recover Waste Energy usage Sustainable developments

Advertising Ethical Issues Decency Legitimacy Honesty Truthfulness Accuracy Genuine promotions