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
 Ethics &
Front Office Operations
 Ethics
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
 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?
•
 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
 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?
 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