Bali Hospitality Professional Service

Drs. Agustinus Agus Purwanto, MMSenior Consultant

Jl. Tukad Batanghari VIII/7A Denpasar – Bali – Indonesia

E-mail: agustinus.aguspurwanto@ehotelier.com

Web: www.linkedin.com/in/aguspurwanto

Ethics & Front Office Operations

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

The Ethics Check1. 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?

• Would you want it published in the newspaper?

• Would you want your family to know about it?

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. Hall

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?

Ethics & The Front Office

Credit Card Authorization• Tying up guest credit

Disputed Charges• Deposit refunds• Promptly correcting billing

errors

Overcharging• Special events - Price fixing?• “Duty to receive the public”

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• Bribes vs. Tips??