Contents
Preface

INTRODUCTORY CHAPTERS
Ch. 1 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
Ch. 2 Ethical Thought
Meta-Ethics
Subjectivism
Emotivism
Cultural Relativism
Supernaturalism
Theory of Natural Law
Intuitionism
The Golden Rule
Normative Ethics
Utilitarianism
Act Utilitarianism
Rule Utilitarianism
Social Contract Theory
Categorical Imperative
Virtue Theory
Ethical Theories and Decision Making
Consequentialism vs. Nonconsequentialism
Bad Decisions
Avoiding Negative Consequences
Analyzing Cases
Analysis
Ethics Analysis
Case Analysis Model
Case Study Analysis Example
Conclusion
Key Words
Chapter Thought Questions
References
Ch. 3 Good Employment Selections and Introduction to the Case Study
Finding the Right Management Positions
Personal Strategic Planning Model
Personal Mission Statement
Personal Strategic Planning Process
The Environments We Operate In
The Freshwater Oasis Inn Case Study
FOI Description
FOI Organization Chart
FOI Management Profiles
Analysis of FOI
Select the Best Fit Position
Conclusion
Chapter Thought Questions
References
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OPERATIONS CHAPTERS
Ch. 4 Ethics and Front Office Management
Front Office
Front Desk at the Freshwater Oasis Inn
No Ifs Ands Or Butts
Civility
Etiquette
Civility at the Freshwater Oasis Inn
Conclusion
Key Words
Chapter Thought Questions
References
Ch. 5 Ethics and Housekeeping Management
Housekeeping
Demographics
Hiring and Supervising a Diverse Workforce
Housekeeping at the Freshwater Oasis Inn
First Ya Seymore, Then Ya Don't
Enter the Potty Planner
More or Less Black Leather Dress
Conclusion
Key Words
Chapter Thought Questions
References
Ch. 6 Ethics and Sales and Marketing
Marketing
Ethics Codes
Sales and Marketing at the Freshwater Oasis Inn
We Meet Blob Grobbins
Edna Bumpkin
Professionalism
Conclusion
Key Words
Chapter Thought Questions
References
Ch. 7 Ethics and Facilities Management
Fostering a Shared Ethic
Moral and Legal Requirements
Facilities Management at Freshwater Oasis Inn
Locked Up or Tight?
Swim-Up Pool Frank
Conclusion
Key Words
Chapter Thought Questions
References
Ch. 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 Best Laid Plans
The Ethics of Purchasing
Purchasing and Receiving at Freshwater Oasis Inn
Aardvark Takes a Holiday
Conclusion
Key Words
Chapter Thought Questions
References
Ch. 9 Ethics and Dining Room Management
The Dining Room at the Freshwater Oasis Inn
Tony Marziano and the Infamous Double Tip
$80 Takes On a Life of Its Own
The Tip That Keeps on Giving
Falcon Crust
Effective Communication Basics
Communication Barriers
Receiving Barriers
Sender Barriers
Conclusion
Chapter Thought Questions
References
Ch. 10 Ethics and Bar and Beverage Management
The Bar at the Freshwater Oasis Inn
Slick Rudy
Star-Tender
Alcohol Abuse and Alcoholism
Alcohol Abuse at the Freshwater Oasis Inn
Palmas No-Coconutus
Ethics and Our Lives
Conclusion
Key Words
Chapter Thought Questions
References
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MANAGEMENT CHAPTERS
Ch. 11 Ethics and Human Resource Management
Supervision
Stress Management
Time Management
Delegation
Human Resource Management at the Freshwater Oasis Inn
New Kid on the Block
Chains of Command at the Freshwater Oasis Inn
Shrinkage
Conclusion
Key Words
Chapter Thought Questions
References
Ch. 12 Ethics and Technology
You Reap What You Sow
Technology at the Freshwater Oasis Inn
Lex Luther
Humility
Becoming Humble
Ethics and Humility
Conclusion
Key Words
Chapter Thought Questions
References
Ch. 13 Ethics and Cost Control
Cost Control at the Freshwater Oasis Inn
Gilded Marinade
Dinner at Martha's
Ethics and Controls
Conclusion
Key Words
Chapter Thought Questions
References
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DESIGNING & IMPLEMENTING ETHICS PROGRAMS
Ch. 14 Developing Codes of Ethics and Ethics Programs
Management Deficiencies at the Freshwater Oasis Inn
Conclusion of the Case Study
Ethics Codes
Developing Ethics Codes
Freshwater Oasis Inn Ethics Code
Developing an Ethics Program
Designing an Ethics Program for Freshwater Oasis Inn
Training Design Model
Needs Assessment
Training Plan
Define the Trainees
Training Methods
Select the Trainer
Principles of Adult Learning
Conclusion
Key Words
Chapter Thought Questions
References
Ch. 15 Training Management and Employees in Ethics
Lesson Planning for the Freshwater Oasis Inn Ethics Program
Obtaining the Subject Matter
The Lesson Plan
Training Evaluation
Coaching and Counseling