COLLEGE OF THE IMMACULATE CONCEPTION CABANATUAN CITY

Professional Ethics on Hotel and Restaurant Management in Cabanatuan City: An Implication to Industry Patronage

Submitted by: Ramonchito Del Rosario Agustin MBA Submitted to: Mrs. Germina E. Santos Ph.D Professor

Chapter I THE PROBLEM AND ITS SETTING 1.1 Introduction Business ethics is the behavior that a business adheres to in its daily dealings with the world. The ethics of a particular business can be diverse. They apply not only how the business interacts with the world at large, but also their one-on-one dealings with a single customer.(wiseGEEK 2011) Many businesses have gained a bad reputation just by being in business to some people, businesses are interested in making money and that is the bottom line. It could be called capitalism in its purest form. Making money is not wrong in itself. It is the manner in which some businesses conduct themselves that

brings up the questions of ethical behavior. If a company does not adhere to business ethics and breaks the laws, they usually end up being fixed. Many companies have broken anti-trust, ethical, environmental laws and received fine worth millions. The problem is that the amount of money these companies are making outweighs the fine applied. Billions dollar profits blind companies to their lack of business ethics. In the

end, it may be up to the public to make sure that a company is making large amounts of money they may not wish to pay too close attention to their ethical behavior. There are many companies that pride themselves in their correct business ethics. But in the competitive world, they are becoming very few and far

between. The professional ethics is partly comprised of what a

professional should or should not do in the workplace. It also encompasses (toolbox.com) There is a growing interest in the effectiveness of code of ethics in guiding individuals behavior in the workplace. Much of the recent attention has centered on improving the code of ethics of individual corporations, including hotel firms. Few analyses have been done focusing which on are the codes put forth by for a much greater part of professional life.

professionals

associations

often

responsible

maintaining professionalism and integrity among their members. Given the decreasing loyalty of employees toward individuals, firms and the increase in loyalty about the potential impact of including key ethical values in order to guide members action. (International Journal of Hospitality Management 2001).

In the hospitality industry ethical issues abound both for the business itself and the community at large. Business ethics is a complicated subject that can be described as the behavior that a business adheres to in its daily dealings with the world. The ethics of a particular business can be diverse. They apply not only to how the business interacts with the world at large, but also to their one-on-one dealings with a single customer (wiseGEEK, 2009). Now the hospitality industry in general and hotels specifically have seem to be behind most businesses when it comes to ethics in concern to going green, human rights, diversity, human resources, and hotel relationships. When it comes to the environment, from a business ethics standpoint, are hotels doing enough to help the environment? This question is at the heart of an ethical dilemma concerning the hospitality industry. Is a green program such as bedding enough? Do hotels do enough to conserve water, electricity, and gas? These are very important issues to the world, but as a business the expense does not always calculate in the cost to the rest of the world when changing out a toilet to low flow, or creating a save the planet bedding program, or using fluorescent bulbs and energy efficient air conditioners. These changes to a hotel are very expensive undertakings, and again the cost to the

business owners does not always include the benefit to the world in their decision to implement or not to implement.

Human rights, is another area where hotels have ethical issues to deal with. Some ways that human rights issues are ethically affecting health hotels include child and bonded labor, of workplace children, and 2009). a whole

and

safety, of of vary

commercial

exploitation

exploitation displacement These issues

migrant

workers, people to

discrimination, (Roner, but as

indigenous from country

country,

something that needs to be looked upon. Just like going green many hoteliers do not look at the benefits to the world while looking at their costs.

Human resources are another ethical dilemma to look upon. When a hotel makes major changes to the heavier and more labor intensive items in rooms, such as bigger fluffier beds, more pillows, more amenities, more amenities, more amenities, but

when it comes to the labor force involved in keeping up with these amenities there is not an increase in any way and expect the labor to do everything in the same amount of time. This will lead to more on the job injuries and more exhaustion. It is all about keeping up with the Jones in the aspect of giving guests more to get them to stay or keep staying, but on the other hand,

they

want

to

keep

costs

down

to

minimum

hurting

their

workforce. The human factor is also affected by these changes or non-changes in longevity of keeping workers. Ethical and moral dilemmas abound.

Another ethical dilemma is in taking advantage or misusing professional acquaintances and equipment. I found that special offers to group planners to stay at a particular property, or giving complimentary rooms to planners for their own recovery or use, or even asking for a favor for oneself, an example of personal gain. These types of programs are affluent in the hotel industry and are a regular business practice. Are these programs ethical? That is for others to determine, they are common

business practices from the experiences of those who have worked in the industry.

Atul Sharivastava 2010 about The Global Code of Ethics for Tourism (GCET) a comprehensive set of principles who purpose is to guide stakeholders in tourism development: central and local governments, local as communities, well as the tourism both industry and its and

professionals,

visitors,

international

domestic. The Code was called for in a resolution of the UNWTO General Assembly in Istanbul in 1997. In October, 1999 the

resulting

10

point

Global

Code

of

Ethics

for

Tourism-

the

culmination of an extensive consultative process was approved unanimously by the UNWTO General Assembly meeting in Santiago. The Global Code of Ethics for tourism sets a frame of reference for the responsible and sustainable development of world

tourism. It drawn inspiration from many similar declaration and industry codes that have come before and its adds new thinking that reflects our changing society at the beginning of the 21st century.

Hotel business is a big business and it affects so many people. Therefore, it is the privilege of the people to know the theories and practices of hotel management. The rough-sketch

line for picturing the hotel- a shelter that is secure where one can rest and relax mind and body. The basic trick in hotel-man ship is to provide facilities for these basic needs in the best possible called a manner city guest at a reasonable a city, profit. a The hotel has been

within with

self-contained

community own

providing

all the services expected in their

homes and communities. While restaurant business is a commercial enterprise

committed to sale of food for profit. It is an establishment

where food is regularly served outside the home.( C. Carino, R. De Vera,2009). According to Wikipedia.com It is an establishment that prepares and serves food, drink and dessert to customers in return for money. but many Meals are generally also served and eaten on

premises,

restaurants

offer take-out and food

delivery services. Restaurants vary greatly in appearance and offerings, including a wide variety of the main

chef's cuisines and service models. Cabanatuan City, just like any other big developing city in the Philippines, has become a restaurant industry part of the growing hotel and

in the country. Because of the rapidly

increasing population, particularly travelers population, the city manifests its needs of industries like hospitality industry. It is because got of the foregoing in circumstances a study that about the the

researcher

interested

undertaking

professional ethics of the hotel and restaurant industry in the city. He is also get interested to know if there is some kind of relationship patronage. between the professional ethics and industry

Conceptual Framework

The concept of professionalism cannot be easily separated from the study of ethics. The term 'ethics', which means

character, is derived from the Greek word 'ethos'. In its basic dimension, 'taking the the study of professionalism is concerned with has

correct

action' in a situation. This stance

roots in Immanuel Kant's categorical imperative, which implies that an individual's actions should be based, not on rightness or wrongness, but on 'good will'. At an optimum outcome,

behaving in a professional manner involves acting in a normative manner that result in a positive service occurrence.

Professionalism in the Hospitality industry is highly sought travel after by service tour providers companies, and in lodging accommodation, food as service, as in

agencies,

airlines,

transportation,

entertainment

attractions,

well

education and Hospitality-related associations. The very nature of the industry requires that an individual, immediate work

group and organization act in a socially responsible manner. Given this view, the desire to act in a professional manner has become a primary mandate for not hospitality easily service providers. the

However,

professionalism

is

defined.

Clearly,

degree of professionalism within an occupation is rooted in the values and norms that individuals bring into an occupation, are

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exerted

by

individuals

within

the

context

of

the

immediate

workplace, and are developed from societal values, proscriptions and prescriptions.

Some researchers have attempted to define professionalism by determining the factors that when taken collectively are seen as indicators of accepted behavior. These factors encompass a code of ethics, presence of formal and informal workplace

sanctions, reaction to community sanctions, presence of a reward system that reinforces ethical behavior, an educational degree or specialized training within an appropriate discipline,

dedication to the highest level of customer service possible, behaving in a socially responsible manner within a public

service setting, a high degree of prestige and a high degree of competence within the field. In essence, these factors have been shown by research an conducted in from an the 1970s to to a the 1990s to

advance

individual

occupation

professional

standing. Overall, the cumulative combination of these factors has advanced the image of the individual working in the tourism industry. The net result is that the individual and the

profession as a whole are viewed as credible by the consuming public.

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Statement of the Problem This study support to discover the Specifically, this study sought answers to the following questions: 1. How important Professional ethics in the organization

especial in the restaurant and hotel? 2. What impact it have on the business and customers? 3. How does the profile of the respondents affect their

professionalism? 3.1 3.2 3.3 age gender civil status

4. What is the possible solution encountered in the current

organizational relationship? Significance of the Study This study may be useful not only to the hotel owners but also to several people and groups who may be interested in

knowing how to manage the people who worked in the industry.

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Since this study aimed at discovering professional ethics of the people working in the hotel or what we called hoteliers, in the city, some insights into how the industry is run may be discover for the use of interested people like researchers,

students, prospective hotel operator and other people. This hotel and study may also be important to teachers who teach management, and to those who aim to

restaurant

establish and operate hotel, it may be a source of information regarding acquire hospitality knowledge as management, to actual hence, practices enabling compared them to to the

theories learned in school. This students study who wish may to also be important to self-supporting

work and support their studies because from the findings could help them

information will be gathered

find a suitable job in any of the hotels and restaurant which their qualifications may be suited. The findings from this study of may enrich the

organizational/administrative managers, internal and

know-how

managers,

assistant and

night

managers,

supervisors,

employees of the hotel and restaurant. Scope and Delimitations

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This

study

is

limited

to

the

most

famous

hotel

and

restaurant located in Cabanatuan City namely: a. La Parilla b. De Luxe c. Greenland Leisure and Suites d. Village Inn e. Amada Hotel f. Microtel g. Rustica h. Vicenticos i. Maxxs This study is focus on the six hotel and three restaurant in Cabanatuan City and limited to the condition and problems as well as solution seen by the managing staff of the mentioned hotels and restaurants. Therefore some costumers of this

establishment can be a source of information. Hypothesis of the study The hypothesis about this study are:

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Definition of Terms For the purpose of clarification and better understanding of this study, the following terms are hereby defined: Hotel- is an establishment that provides paid lodging on a short-term basis. The provision of basic accommodation Restaurant-prepares and serves food and drink to customers in return for money. Meals are generally served and eaten on premises, but many restaurants also offer take-out and food

delivery services. Restaurants vary greatly in appearance and offerings, including a wide variety of the main chef's cuisines and service models. Management- Authorities agree that management is a distinct type of work and that all true management of perform they as same are a)

functions, managing.

broadly In this

speaking, study,

regardless is

what

management

conceptualized

management of people and not of process resources of to organizing accomplish and

things b) decision-making c) a d) one that includes from the

employing

pre-determined

objectives

initial letter of management functions as planning, organizing, staffing, directing, coordinating, reporting and budgeting.

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Ethics- as used in this study it is a complex of moral precepts held or rules of conduct followed by an individual Hospitality Industry-The hospitality industry is one that is primarily focused on customer satisfaction. For the most

part, it is built on leisure or is luxury-based, as opposed to meeting basic needs. Hotels and resorts, cruise lines, airlines and other various forms of travel, tourism, special event

planning, and restaurants all generally fall under the realm of the hospitality industry.

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Chapter II METHODS OF RESEARCH AND SOURCES OF DATA Methods of Research used The investigator uses the descriptive methods of

educational research. This involved fact-finding and study of existing phenomena and realities about hospitality industry in Cabanatuan City. As described in mbaknol.com Descriptive research is used to obtain information concerning the current status of the phenomena to describe what exists with respect to variables or conditions in a situation. The methods involved range from the study to survey which which describes studies the status to quo, the correlation variables, investigates the relationship between which seek determine

developmental

changes over time. The because rationale descriptive it is for the method to is said survey to is be the present-oriented status. that The the fact

designed

study

the

present

descriptive

information provide for is in itself the answer to the research problem. For surveys, the research problem must be one for which the need information does not exist, but the situations or respondents do exist. Instrument for Data Gathering The questionnaire is the principal instrument use in data gathering, however interview, on-the-site visits, and

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observation,

supplement

the

principal

instrument

as

well

as

validate the answers given. The purpose questionnaire of getting sought to is help devised need of data his by the researcher on for the the the

the

for

the

respondents, improving

researcher

adviser

construction of the instrument. Instrument is also undertaken in order to cross-check the answers given to the questionnaire and to gather additional data. The researcher will interview all the managing staff of the hotels and restaurant to be study, the researcher will also ask the respondents about the code of ethics of the Hospitality Industry imposed by the Department of Tourism. Likewise, direct observation researcher and is on-the-spot visiting for visits the will conduct to while answer the the respondents

questionnaire. This is undertaken in order to reinforce whatever information the respondents will give in the questionnaire and to get the added data.