Ethical Decision-Making in the Hospitality Industry

ISBN-10: 0131136801
ISBN-13: 9780131136809
Edition: 2006
List price: $105.40
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Description: With an integrated case study approach, this book offers a comprehensive and reader-friendly method for future managers to learn how to recognize and analyze ethical dilemmas-giving them a strong foundation for making decisions based on sound  More...

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Book details

List price: $105.40
Copyright year: 2006
Publisher: Prentice Hall PTR
Publication date: 2/11/2005
Binding: Paperback
Pages: 464
Size: 6.75" wide x 9.00" long x 1.00" tall
Weight: 1.386
Language: English

With an integrated case study approach, this book offers a comprehensive and reader-friendly method for future managers to learn how to recognize and analyze ethical dilemmas-giving them a strong foundation for making decisions based on sound ethical principles. Prepares readers to manage others successfully by helping them understand and posses the social skills necessary to ensure successful ethical interaction. Throughout the book, an on-going realistic case study of a fictional establishment presents all the possible ethical situations that may come up in the real world.Addresses the behavioral areas that influence the ability to be ethical such as civility, courtesy, problem-solving, diversity, communication, stress management, delegation, time management, and humility. Presents over 50 situations in segments of the case study for identifying the decision options, stakeholders, and the possible consequences to the stakeholders for the various decision options, and any of the Ethical Principles for Hospitality Managers that might be violated by these decisions.For those in human resource and hospitality management positions.

Preface
About the Authors
Introduction
Ethical Principles for Hospitality Managers
Honesty
Integrity
Trustworthiness
Loyalty
Fairness
Concern and Respect for Others
Commitment to Excellence
Leadership
Reputation and Morale
Accountability
Conclusion
Key Words
Chapter Thought Questions
References
Ethical Thought
Meta-Ethics
Subjectivism
Emotivism
Cultural Relativism
Supernaturalism
Intuitionism
The Golden Rule
Normative Ethics
Utilitarianism
Social Contract Theory
Categorical Imperative
Virtue Theory
Ethical Theories and Decision Making
Consequentialism versus Nonconsequentialism
Bad Decisions
Cheating at Golf
Avoiding Negative Consequences
Analyzing Cases
Analysis
Ethics Analysis
Case Analysis Model
Case Study Analysis Example
Conclusion
Key Words
Chapter Thought Questions
References
Making Proper Employment Selections and Introduction to the Case Study
Finding the Right Management Positions
Personal Strategic Planning Model
The Freshwater Oasis Inn Case Study
Freshwater Oasis Inn Description
Freshwater Oasis Inn Organizational Chart
Freshwater Oasis Inn Management Profiles
Analysis of Freshwater Oasis Inn
Select the Best-Fit Position
Conclusion
Chapter Thought Questions
Reference
Operations
Ethics and Front Office Management
Front Office
Front Desk at Freshwater Oasis Inn
State the Problem
Identifying the Stakeholders
Analysis of Possible Consequences for Gabe
Analysis of Possible Consequences for Miss Adams
Seymore Butts
Analysis of Possible Consequences for Other Employees
Analysis of Possible Consequences for Freshwater Oasis Inn
Ethical Principles Violated by This Decision
Civility
Etiquette
Civility at Freshwater Oasis Inn
Conclusion
Key Words
Chapter Thought Questions
References
Ethics and Housekeeping Management
Housekeeping
Hiring and Supervising a Diverse Workforce
Housekeeping at Freshwater Oasis Inn
State the Problem
Identify the Stakeholders
Analysis of Possible Consequences for Trini
Analysis of Possible Consequences the Customer (Sheena Williams)
Analysis of Possible Consequences for Other Employees
Analysis of Possible Consequences for Kathy Lawhorn
Analysis of Possible Consequences for FOI
Ethical Principles Violated by This Decision
Other Decision Options
Sequel to the Wrong Decision
Other Decision Options
Analysis of Kathy's Decision to Not Discipline Trini
Analysis of Possible Consequences for Kathy
Analysis of Possible Consequences for Trini
Analysis of Possible Consequences for Other Employees
Analysis of Possible Consequences for FOI
Other Decision Options
Conclusion
Key Words
Chapter Thought Questions
References
Ethics and Sales and Marketing
Marketing
Ethics Codes
Principles of Professionalism
Sales and Marketing at Freshwater Oasis Inn
State the Problem and Identify the Stakeholders
Analysis of Possible Consequences for John
Analysis of Possible Consequences for Bob Grobbins
Analysis of Possible Consequences for FOI
Ethical Principles Violated by This Decision
Choosing the Decision Option
Close the Sale
Analysis of Possible Consequences for the Phoenix Philatelist's Club
Analysis of Possible Consequences for John Fallin
Analysis of Possible Consequences for the Customers
Ethical Principles Violated by This Decision
Other Decision Options
Professionalism
Conclusion
Key Words
Chapter Thought Questions
References
Ethics and Facilities Management
Fostering a Shared Ethic
Moral and Legal Requirements
Facilities Management at Freshwater Oasis Inn
Analysis of Possible Consequences for Bill Gardner
Analysis of Possible Consequences for Milt
Analysis of Possible Consequences for Guests
Analysis of Possible Consequences for Employees
Analysis of Possible Consequences for John Fallin
Analysis of Possible Consequences for FOI
Ethical Principles Violated by This Decision
Other Decision Options
Swim Up Pool Frank
Analysis of Possible Consequences for John Fallin
Analysis of Possible Consequences for Sam Riley
Analysis of Possible Consequences for Heidi Bell
Analysis of Possible Consequences for FOI
Ethical Principles Violated by This Decision
Making the Decision
Conclusion
Key Words
Chapter Thought Questions
References
Ethics and Foodservice Management
Managing Diversity in Foodservice
Work Ethic
Foodservice Worker Safety
Food-borne Illness and Food Safety
Foodservice at the Freshwater Oasis Inn
Analysis of Possible Consequences for Chef Eric
Analysis of Possible Consequences for Dardina
Analysis of Possible Consequences for Customers
Analysis of Possible Consequences for FOI
Ethical Principles Violated by This Decision
Other Decision Options
The Ethics of Purchasing
Purchasing and Receiving at Freshwater Oasis Inn
Analysis of Possible Consequences for Eric
Analysis of Possible Consequences for Tate Brothers
Analysis of Possible Consequences for FOI
Analysis of Possible Consequences for Other Employees
Ethical Principles Violated by This Decision
Other Decision Options
Conclusion
Key Word
Chapter Thought Questions
References
Ethics and Dining Room Management
The Dining Room at Freshwater Oasis Inn
Analysis of Possible Consequences for Tony
Analysis of Possible Consequences for the Customer
Analysis of Possible Consequences for Other Employees
Analysis of Possible Consequences for FOI
Ethical Principles Violated by This Decision
Other Decision Options
The Sequel to the $80 Tip
Ethical Principles Violated in the Sequel
Communication
Effective Communication Basics
Communication Barriers
Conclusion
Chapter Thought Questions
References
Ethics and Bar and Beverage Management
The Bar at Freshwater Oasis Inn
Analysis of Possible Consequences for Mike
Analysis of Possible Consequences for the Customer
Analysis of Possible Consequences for FOI
Analysis of Possible Consequences for Maggie
Analysis of Possible Consequences for Other Employees
Analysis of Possible Consequences for the Manager
Analysis of Possible Consequences for the Customers
Analysis of Possible Consequences for FOI
Ethical Principles Violated by This Decision
Other Options
Star Tender
Alcohol and the Hospitality Industry
Analysis of Possible Consequences for Eddie
Analysis of Possible Consequences for Jim Lansing
Analysis of Possible Consequences for Other Employees
Analysis of Possible Consequences for FOI
Analysis of Possible Consequences for Other Drivers or Pedestrians
Ethical Principles Violated by This Decision
Other Decision Options
Alcohol Abuse and Alcoholism
Alcohol Abuse at Freshwater Oasis Inn
Ethics and Our Lives
Conclusion
Key Words
Chapter Thought Questions
References
Management
Ethics and Human Resource Management
Supervision
Stress Management
Time Management
Delegation
Human Resource Management at Freshwater Oasis Inn
Analysis of Possible Consequences for Heidi
Analysis of Possible Consequences for Nancy
Analysis of Possible Consequences for Other Employees
Analysis of Possible Consequences for FOI
Ethical Principles Violated by This Decision
Other Decision Options
Chain of Command at Freshwater Oasis Inn
Analysis of Possible Consequences for Heidi
Analysis of Possible Consequences for Tony
Analysis of Possible Consequences for FOI
Analysis of Possible Consequences for Other Employees
Ethical Principles Violated by This Decision
Other Decision Options
Conclusion
Key Words
Chapter Thought Questions
References
Ethics and Technology
Analysis of Possible Consequences to Customers
Analysis of Possible Consequences for FOI
Analysis of Possible Consequences for John Fallin
Analysis of Possible Consequences for Sheri Eggmeyer
Ethical Principles Violated by This Decision
Technology at Freshwater Oasis Inn
Analysis of Possible Consequences for Employees
Analysis of Possible Consequences for Customers
Analysis of Possible Consequences for John Fallin
Analysis of Possible Consequences for the Freshwater Oasis Inn
Ethical Principles Violated by This Decision
Other Decision Options
Humility
Becoming Humble
Ethics and Humility
Conclusion
Key Words
Chapter Thought Questions
References
Ethics and Cost Control
Cost Control at Freshwater Oasis Inn
Analysis of Possible Consequences for Mike Scales
Analysis of Possible Consequences for Eric Altman
Analysis of Possible Consequences for Dardina Traylor
Analysis of Possible Consequences for Other Employees
Analysis of Possible Consequences for John
Analysis of Possible Consequences for the Freshwater Oasis Inn
Ethical Principles Involved in John's Decision
The Decision
Dinner at Martha's
Analysis of Possible Consequences for Eddie
Analysis of Possible Consequences for Kelly
Analysis of Possible Consequences for FOI
Analysis of Possible Consequences for Other Employees
Ethical Principles Violated by Eddie's Decision
Making the Decision
Ethics and Controls
Other Decision Options
Conclusion
Key Words
Chapter Thought Questions
References
Designing and Implementing Ethics Programs
Developing Codes of Ethics and Ethics Programs
Management Deficiencies at Freshwater Oasis Inn
Ethics Codes
Developing Ethics Codes
Freshwater Oasis Inn Ethics Code
Developing an Ethics Program
Designing an Ethics Program for Freshwater Oasis Inn
Needs Assessment
Training Plan
Define the Trainees
Training Methods
Select the Trainer
Conclusion
Key Words
Chapter Thought Questions
References
Training Management and Employees in Ethics
Lesson Planning for the FOI Ethics Program
Obtaining the Subject Matter
Defining the Trainees
The Lesson Plan
Training Evaluation
Coaching and Counseling
Conclusion
Key Words
Chapter Thought Questions
References
Conclusion
References
Case Study: Freshwater Oasis Inn
Glossary of Key Words
Principles and Standards of Ethical Supply Management Conduct
American Society of Association Executives Standards of Conduct
Marriott Corporate Policy 1, Ethical Conduct
Some Messages to the Executives of Ramada Inns
Index

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