1. Bali Hospitality Professional
Service
Drs. Agustinus Agus Purwanto, MM
Senior Consultant
Jl. Tukad Batanghari VIII/7A
Denpasar – Bali – Indonesia
E-mail:
agustinus.aguspurwanto@ehotelier.com
Web: www.linkedin.com/in/aguspurwanto
3. 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
Ethics
4. 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?
•
5. 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. Ha
6. 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?
7. Ethics & The Front Office
Credit Card Authorization
• Tying up guest credit
Disputed Charges
• Deposit refunds
• Promptly correcting billing
errors
Overcharging
• Special events - Price fixing?
8. 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
•
