Hospitality Industry Code of Ethics
The code of ethics in the hotel and restaurant industry is the key area to be considered. This sphere has certain requirements for both employees and managers. The unique features of this business are expressed not only in a specific approach to the organization of work but also in the principles of behavior that staff should observe. In this regard, it is required to determine the primary features of the code of ethics in this area, provide examples, and suggest possible recommendations for improving work.
Applying Basic Principles to my Code of Ethics
The culture of hotel employees’ behavior includes all the aspects of personal external and internal culture, namely, the rules of behavior and the ability to express oneself correctly and to observe speech etiquette. Politeness demonstrates an employee’s attitude toward work and the collective. For a hotel worker, it is essential to be tactful in dealing with guests, taking into account respect as one of the basic features. The tactical behavior of hotel employees is made up of a number of factors. According to Knani (2014), the basic one is the ability to overlook mistakes and shortcomings in the behavior of guests, not to focus on them, not to show excessive curiosity about their clothes, customs, and traditions. It is forbidden to ask unnecessary questions, talk about personal affairs, or show intrusiveness. It is impossible for a hotel or restaurant worker to show the guest disrespect, make unnecessary comments, read moral teachings, and make various claims.
An important role is played by the relationships among the personnel. If the hotel or restaurant staff is multinational, employees should treat one another with respect, regardless of position and cultural differences. The courtesy of the administrator manifests itself in attention, the ability to listen, render service, and give the necessary information. Inattention to the guest and rudeness in communication are the evidence of ignorance and low culture. The courtesy is the ability of the hotel administrator to finish the conversation with the guest tactfully, solving all the questions.
Managers, administrators, the heads of departments, and all the other people need to know the overall organizational structure. It is essential for the staff to work in a team. As Lin (2014) remarks, the principle of democratic governance and the opportunity for professional growth and professional development are necessary for work. The aim of the staff is to create an open and friendly atmosphere, therefore, referring to the guest by name or surname, any hotel or restaurant employee will be able to achieve guests’ favor. Both clients and employees should build their relations on mutual respect, becoming equal business partners. It is necessary for every guest to have an opportunity to turn to any hotel employee with his or her problems and concerns. This level of service is the guarantee of success and competitiveness in the market of the hospitality industry.
Compare/Contrast Code of Ethics
In order to receive a comprehensive picture of the code of ethics that is typical for the restaurant and hotel business, it is possible to compare this sphere with another one having similar objectives, namely, providing services to clients. In particular, the area of entertainment can be considered the example of a recreational field. It includes amusement parks with attractions, various entertainment zones, and other places where people pay money for fun.
This area has some similarities to the activities of restaurants and hotels. The employees of such places should be able to find an approach to clients, attract them, and provide quality services. Helin and Babri (2015) give an example where a Swedish auditor checks a Chinese company and compares different variants of codes of ethics. However, despite some similarities of the spheres under consideration, they have quite a few differences.
The code of ethics that is typical restaurants and hotels where great attention is paid to refinement and elegance cannot be compared with those principles of relations with customers that are relevant in the entertainment industry. The employees of the institutions of haute cuisine, as well as hotel workers, cannot afford familiarity with their guests. The representatives of entertainment complexes, on the contrary, often act as barkers, actively calling clients and inviting them to a conversation. This behavior is inappropriate for restaurants where respect for guests is a priority. A similar situation is with hotels where everything is done in order not to disturb the peace of the guests and provide them with all the categories of amenities. Therefore, from the point of view of employees’ behavior, the two industries under consideration differ radically.
Another significant difference with regard to the code of ethics is the attitude towards clients. For employees of the restaurant and hotel business, communication with every guest is the important condition of work, and all wishes are necessarily taken into account. The workers of the entertainment industry, on the contrary, do not set a goal to win the favor of customers at any price. Their primary duty is to attract visitors and set them up optimistically. As Ayoun, Rowe, and Yassine (2015) note, the workplace has a significant impact on business ethics, and when looking at the two areas, it is possible to see how the sophistication of hotel and restaurant employees and managers is different from that of the entertainment industry. Therefore, a conclusion arises that the contrast between the two areas is obvious.
Adding Ethical Principles to the Code of Ethics
When talking about certain behavioral principles that are missing in the code of ethics of the hospitality industry, it is possible to mention such a feature as the lack of sincerity. The employees of this field are obliged to adhere to the norms of polite communication. However, this approach is usually an obligation and not the personal initiative of workers and administrators. According to Lin (2014), compliance with ethical standards regardless of the situation is the component of any modern service. Nevertheless, people who spend much time in restaurants and hotels can confirm that the behavior of employees there is usually similar, and courtesy is nothing more than a working attribute.
Accordingly, in order for guests not to have an opinion on the insincerity of staff, it is required to increase the motivation of employees, informing them that the success of a particular institution depends on their work and, consequently, their career as well. Unwillingness to show personal interest may be caused by improperly formed internal policies of such places where staff cannot or do not want to take an active part and work for the benefit of the team. In order to avoid it, managers can try to refer to the incentive system, for example, awarding those who are appreciated by guests and visitors most. If such measures are taken, it is likely that the courtesy of hospitality industry employees will be sincere but not deceived.
References
Ayoun, B., Rowe, L., & Yassine, F. (2015). Is workplace spirituality associated with business ethics? International Journal of Contemporary Hospitality Management, 27(5), 938-957. Web.
Helin, S., & Babri, M. (2015). Travelling with a code of ethics: A contextual study of a Swedish MNC auditing a Chinese supplier. Journal of Cleaner Production, 107, 41-53. Web.
Knani, M. (2014). Ethics in the hospitality industry: Review and research agenda. International Journal of Business and Management, 9(3), 1-8. Web.
Lin, C. F. (2014). Exploring the hotel service personnel’s cognitive implications toward service attributes and ethics. Human Factors and Ergonomics in Manufacturing & Service Industries, 24(1), 14-28. Web.