Ethical Decision-Making in the Hospitality Industry
Christine Jaszay, Ph.D., Northern Arizona University
Paul Dunk

ISBN-10: 0131136801
ISBN-13: 9780131136809

Publisher: Prentice Hall
Copyright: 2006
Format: Paper; 464 pp
Published: 02/11/2005

Suggested retail price: $52.00
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Appropriate for courses in Hospitality Ethics and Hospitality Leadership in hospitality management programs, as well as for a Human Resource Management course.

 

With an integrated case study approach, this text offers a comprehensive and student-friendly method for teaching future managers how to recognize and analyze ethical dilemmas–giving them a strong foundation for making decisions based on sound ethical principles.

Case study approach–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.

~Fosters lively classroom discussion and makes the material more relevant and accessible to students.

 

Life Skills–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.

~Prepares students to manage others successfully by helping them understand and posses the social skills necessary to ensure successful ethical interaction.

 

Analysis Skills–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.

~Students are guided with the practice tool needed to select the decision option that has the least negative consequences for stakeholders.

 

Comprehensive ethics instruction–Makes the text useful for a stand-alone ethics course or integrated curriculum.

~Makes the need for a separate ethics course unnecessary by providing lesson plans, activities, materials, assignments, and quizzes that can be plugged into each of the corresponding core courses.

 

Thought questions–Provided at the end of each chapter–ask students to apply the chapter material to their own experiences.

~Makes the subject matter more familiar and understandable for students.

(NOTE: Each chapter concludes with a Conclusion, Key Words, Chapter Thought Questions, and References section.)

 

INTRODUCTORY CHAPTERS.

 

1. Ethical Principles for Hospitality Managers.

Honesty.

Integrity.

Trustworthiness.

Loyalty.

Fairness.

Concern and Respect for Others.

Commitment to Excellence.

Leadership.

Reputation and Morale.

Accountability.

 

 

2. Ethical Thought.

Meta-Ethics.

Normative Ethics.

Ethical Theories and Decision Making.

Analyzing Cases.

 

 

3. Good Employment Selections and Introduction to the Case Study.

Finding the Right Management Positions.

The Freshwater Oasis Inn Case Study.

 

 

OPERATIONS CHAPTERS.

 

4. Ethics and Front Office Management.

Front Office.

Front Desk at the Freshwater Oasis Inn.

Civility.

Etiquette.

Civility at the Freshwater Oasis Inn.

 

 

5. Ethics and Housekeeping Management.

Housekeeping.

Demographics.

Hiring and Supervising a Diverse Workforce.

Housekeeping at the Freshwater Oasis Inn.

 

 

6. Ethics and Sales and Marketing.

Marketing.

Ethics Codes.

Sales and Marketing at the Freshwater Oasis Inn.

Professionalism.

 

 

7. Ethics and Facilities Management.

Fostering a Shared Ethic.

Moral and Legal Requirements.

Facilities Management at Freshwater Oasis Inn.

 

 

8. Ethics and Foodservice Management.

Managing Diversity in Foodservice.

Work Ethic.

Foodservice Worker Safety.

Foodborne Illness and Food Safety.

Foodservice at the Freshwater Oasis Inn.

The Ethics of Purchasing.

Purchasing and Receiving at Freshwater Oasis Inn.

 

 

9. Ethics and Dinning Room Management.

The Dinning Room at the Freshwater Oasis Inn.

Effective Communication Basics.

 

 

10. Ethics and Bar and Beverage Management.

The Bar at the Freshwater Oasis Inn.

Alcohol Abuse and Alcoholism.

Alcohol Abuse at the Freshwater Oasis Inn.

Ethics and Our Lives.

 

 

MANAGEMENT CHAPTERS.

 

11. Ethics and Human Resource Management.

Supervision.

Stress Management.

Time Management.

Delegation.

Human Resource Management at the Freshwater Oasis Inn.

Chains of Command at the Freshwater Oasis Inn.

 

 

12. Ethics and Technology.

Technology at the Freshwater Oasis Inn.

Humility.

Becoming Humble.

Ethics and Humility.

 

 

13. Ethics and Cost Control.

Cost Control at the Freshwater Oasis Inn.

Ethics and Controls.

 

 

DESIGNING & IMPLEMENTING ETHICS PROGRAMS.

 

14. Developing Codes of Ethics and Ethics Programs.

Management Deficiencies at the Freshwater Oasis Inn.

Ethics Codes.

Developing Ethics Codes.

Freshwater Oasis Inn Ethics Code.

Developing and Ethics Program.

Designing an Ethics Program for Freshwater Oasis Inn.

Training Design Model.

 

 

15. Training Management and Employees in Ethics.

Lesson Planning for the Freshwater Oasis Inn Ethics Program.

 

 

Conclusion.

 

Case Study.

 

Glossary.

 

Appendices.

A. Principles and Standards of Ethical Supply Management Conduct.

B. American Society of Association Executives Standards of Conduct.

C. Marriott Corporate Policy 1, Ethical Conduct.

D. Some Messages to the Executives of Ramada Inns.

 

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