1. Ethics in Hospitality and Tourism

2. 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

3. 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

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

5. 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.

6. 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

7. 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

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

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

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

11. Advertising Ethical Issues
Decency
Legitimacy
Honesty
Truthfulness
Accuracy
Genuine promotions