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Bali Hospitality Professional
Service
Drs. Agustinus Agus Purwanto, MM
Senior Consultant
Jl. Tukad Batanghari VIII/7A
Denp...
Ethics &
Front Office Operations
What is ethical?
• Ethical – “Pertaining to what is right or
wrong”
Are everyone’s ethics the same?
• Based upon our envir...
The Ethics Check
1. Is it Legal?
• Will it violate either civil law or company
policy?
2. Is it Balanced?
• Is it fair to ...
Ethics & The Front Office
Reservations
• Top-down selling
• Availability of lower-rate rooms
• “Bait & Switch”
• Accurate ...
Ethics & The Front Office
Overbooking
• Contract between hotel & guest
Walking
• Comparable accommodations
• Equal treatme...
Ethics & The Front Office
Credit Card Authorization
• Tying up guest credit
Disputed Charges
• Deposit refunds
• Promptly ...
Ethics & The Front Office
Right to Privacy
• Guest’s name/info appears on the registration
card
• Confidentiality of all g...
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14100591 Hotel Front Office Ethics

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14100591 Hotel Front Office Ethics

  1. 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
  2. 2. Ethics & Front Office Operations
  3. 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. 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. 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. 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. 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. 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 •

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