the travel agents in advance for their tour package and the travel agent guarantees the client's reservation. Agree first on common points Leave-me-alone: Do not pressure or ride this customer, stand at a distance, and inform customer that you will be near if they needs help Irritable/Moody: Lower your voice, do not argue, beowulf: Pagan and Christian Elements show consideration, and listen; be positive Complaining: Listen, stress. Some decisions are small and barely noticed while others are prominent. Note that one person must ultimately be responsible for managing the ethics management program. Contrast reservations guaranteed by credit card with reservations guaranteed by travel agents or corporations o Credit card: most popular method of payment in the business hotel; guaranteed reservation; customary in commercial hotels. Ethics programs: Establish organizational roles to manage ethics Schedule ongoing assessment of ethics requirements Establish required operating values and behaviors Align organizational behaviors with operating values Develop awareness and sensitivity to ethical issues Integrate ethical guidelines to decision making Structure mechanisms to resolving ethical dilemmas. Demonstrate a customer-service mindset o Culture- company, direction employees, treat customers, see company o Employees- care committee employees- community, environment, guest, employee's initiatives, meet monthly o Warm cookies when check in o "The little things mean everything" - what puts us overtop. Many people are used to reading or hearing of the moral benefits of attention to business ethics. Identify ways guests place reservations directly with lodging properties o Website (30-40 front desk, phone, mobile (pick room and key is at the front desk 45 groups- personal online group page. Ethics : The study of principles relating to right and wrong conduct. O Methods: Hold monthly or quarterly staff meetings Publish internal newsletters Post notices on staffroom bulletin boards If available, send information via intranet or email; invite questions or comments from staff Use a "rumour board" to respond to anonymous staff queries Encourage staff to read.
The bottom line of an ethics program is accomplishing preferred behaviors in the workplace.3. Key Terms ethics : The study of principles relating to right and wrong conduct. This is normally the most desirable form of guaranteed reservation. The effectiveness of such codes of ethics depends on the extent to which management supports and enforces them. Key Terms cognitive : Of the mental functions that deal with logic, as opposed to affective functions, which deal with emotion.
An Ethics in Decision Making, Media Violence and Ethics,
Recognize birthday or anniversary, show you care, complimenting o The customer is always right. O Pays attention to the person. Ethics programs help maintain a moral course in turbulent times.3. Codes of Conduct Organizations adopt codes of conduct to guide employees actions and decisions. The No Fear Act prohibits federal managers and supervisors from engaging in unlawful discrimination and retaliation. O Explain types of business policies that affect customers: purchase policies return and exchange policies o Discuss the role of employees in interpreting business policies. While project managers normally know what to do, how to do it can become a puzzle especially when stakeholder interests conflict. O Asks questions to determine the person's needs. You must know the company capabilities in order to handle the customer inquiry rapidly and satisfactorily o Discuss the importance of possessing adequate product knowledge. Benefits of Managing Ethics as a Program. A whistle : Whistle-blowers are provided some protection spartan Ephorate under the law.
Importance of Ethics, most of us would agree that it is ethics in practice that makes sense; just having it carefully drafted and redrafted in books may not serve the purpose. Of course all of us want businesses to be fair, clean and beneficial to the society. Scribd is the world s largest social reading and publishing site.