Increasing the Role of Ethics in the Hospitality Industry
By Scott Nadel Chief Operating Officer, DMC Hotels/Dhillon Management | September 21, 2014
Like most industries, the hospitality industry is susceptible to unethical behavior and practices, and as a result, leaders are called upon to uphold and teach the highest ethical standards. It is very important that certain steps are followed to ensure this happens.
The hotel industry presents many opportunities for unethical practices to arise, and employees are frequently placed in morally and ethically ambiguous situations. There are many different ways that these situations can occur.
These issues can include overbooking, mistreatment of others, whistle blowing, theft, racism, benefit at the expense of guest supplementary services, sabotage, and misleading information in hotel restaurant menus, brochures and websites.
Customers could be overcharged, short changed, charged for unused services, or forced to purchase unneeded services. Other issues that could arise are infringement of guests' property and other unethical behavior, like gender or sexual harassment.
There are many different approaches to promoting ethical behavior in the hospitality industry but in this article, I would like to explain some of the workplace practices I have employed in my years as a hotel executive manager.
Rather than being reactive to unethical acts, my focus is on creating an ethics-based company culture. I believe that a successful hotel is run by a team which practices honesty and integrity, and creates a culture of active engagement in order to serve as an example for the rest of the workforce. There are principles which need to be followed in order to achieve this focus.