ethics case study

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Business Finance

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Answer this two question in minimum 1 page length and maximum 2 page (text should be double spaced, 12-point font, with 1-inch margins)

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Hospitality Ethics To recognize and analyze ethical dilemmas and respond appropriately CASE STUDY – Always Read the Small Print The management at the Dover Inn adds 15 percent to every hotel gift shop purchase when it is charged to a guest’s room. The policy is noted only on the guest’s final bill at checkout time. Most guests do not notice the charge and just pay their bill. The hotel profits by several hundred dollars a week from this covert policy. Moreover, the gift shop employees are instructed to encourage shoppers to charge their purchases to their guestrooms. It is suggested that the salespeople ask, “For your convenience, would you like me to charge this to your room?” Front desk agents are mandated to remove the additional fees if a guest complains. At check-out time, Mrs. Kramer noticed the additional charge on her bill. She very politely asked Ellen, the front desk agent, what the additional charge was for. Ellen, just as politely, explained the policy, showing Mrs. Kramer the small print. Mrs. Kramer became incensed. She demanded that the charges be removed immediately. She also said that she was going to send a report of this to her three favorite Internet travel sites. She then insisted on seeing the general manager and told him that aside from the Internet sites, she was going to write a letter to all of the local newspapers in the region. Questions: 1. What ethical issues are involved with the Dover Inn’s policy? What would you advise the general manager to do? 2. What ethical issues are involved for all of the employees concerned? What would you advise then front desk employees? The gift shop employees? Explain your answers.
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ETHICS IN A CASE STUDY

1
Ethics in a Case Study

Question one
One of the ethical issues that are under scrutiny is the dishonesty in the application of the policy.
The policy is one that appears to be applied dubiously and under secrecy. The inclination being
that its acceptability is one that seems to be under the shadows. The other ethical issue is that the
policy is discriminative in the way it is applied. The front desk managers have been mandated to
disapprove the charges if a guest complains. Philosophically, the policy does not attain the
threshold of the validity in which such a law can be said to be applicable. One of the major
principles of law is its ability to be universal, in that, it applies to all people (Trevino & Nelson,
2014). It is this ethical issue that the policy does not fulfill. The general manager needs to find
ac...


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