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TSVC | Tourism Students Virtual Conference

Ethics and customs in the hospitality industry

Ethics and customs in the hospitality industry
Author: Dana Ujanova
1 Commentries
This conference paper is aimed at Ethics and Customs status in hospitality industry presently. The explanation will follow which will include how to make ethical inclusive have more involvement in the workplace. Social justice and social inclusion will also have an explanation in the paper. Also, in these modern times we need to provide access to all in the tourism industry.
The hospitality industry is one of the top areas of contribution of monetary value to the UK economy, 66 billion pound was the gross value earned in 2020 and this gave 3 million people jobs to help provide service. However, the UK has probably reached a level that improvements are very small but in Europe there is more potential for growth. In the UK tourism sector, it is now significant that creating inclusive and ethical workplaces needs addressing and can be achieved.
The principle of an ethical position needs to be made easy in tourism and this will lower a negative effect on mass tourism, but in practise this may be hard to do, this is down to the pragmatic and complicated problems that is up to management. Ethical tourism is a challenging niche product and finding the right formula is needed to make workplaces more ethical and inclusive. Furthermore, improvement to the employee’s performance and increasing their revenue will benefit the inclusive workplace. There are three factors that will help provide an inclusive workplace in the industry. Factor one is physical space which could equal more productivity because of extra area. Second factor is the communication between the hospitality management and the employees, knowing what needs to be provided at all times will create less stress. Third factor is creating a relationship with customers so that customers feel involved and will consider returning.
Tourism activities give communities a large advantage in the social justice area simply because the locals have more options of employment, the consumers consider this a good communication tool also because of local knowledge. The social justice perspective of creating employment, quality of work improvements and more job opportunities for the lower forty percent of workers will give a definite rise to income.
Employment of different nationalities and abilities will lead to ‘’Tourism for all’’ and consumers will benefit but maybe not all consumers for example different kinds of disabilities are hard to provide for. This means inclusive tourism is more of a goal than accessible tourism. The age of the consumer is also inclusive and needs to be considered when providing products. The tourism industry could top 1.8 billion worldwide travellers by 2030, this gives the consumers a chance of encouragement to be more responsible for their travel habits. The constant growth in the tourism industry has a similar path to the expansion of the economy in each country. There are pluses and minuses to expansion that could be favourable and detrimental to the tourist sector.
Creating a positive environment in hospitality industry is important because of the amount of people worldwide it employs. In the hospitality industry twenty percent of employees will have mental health problems because pf the stress from the occupation. More employee problems can be depression, long hours, also external and internal abuse is a big factor.
Therefore, providing a positive and healthy work environment is essential at a hospitality workplace to make it more inclusive and ethical. This will create adequate working atmosphere and hopefully lowers the stress levels of each employee.
To help with the understanding of the workers environment in hospitality industry the survey was created. Overall, the survey results conclusively decided that it is very important that workers have enthusiasm due to the fact od a positive work environment. Each employee is an individual and therefore different attitudes can be a bonus, but a positive attitude is the most important. Appreciation of the hospitality workers could be better and needs to improve. The management and staff communication is regarded as a top priority and this will help with what the consumer needs. Motivation of employees in the tourism sector is important part of the job and this will show a positive atmosphere in the workplace. Staff morale needs to be in the managements key points of targeting so that employees will feel appreciated. There are four components to the consideration of ethics in the workplace and sustainability was regarded as the highest answer, in second place equally is human rights and the following of rules and regulations. Lastly, taking responsibility broadly was last it is harder to achieve.

Cerovic, S., 2020. Faculty of Tourism and Hospitality Management. HUMAN RESOURCE MANAGEMENT IN HOSPITALITY INDUSTRY.
Doziers, B., 2013. Ethics in the Hospitality Industry.
Knani, M., 2014. Ethics in the Hospitality Industry: Review and Research Agenda. International Journal of Business and Management.

Commentary on: Ethics and customs in the hospitality industry
Author: Ana Pitka
It can be seen that the discussion debates the importance of ethics and customers in the hospitality industry. The author emphasises that ethical practices within the workplace will help to improve employee work performance and have a significant effect on mass tourism through three crucial factors which will help to create a more inclusive environment: physical space, communication, and relationships.

Secondly, the author also states that by introducing ethical practices, it will also help communities that depend on tourism for employment. However, this is something that may not apply to all because people have different abilities and individuals with disabilities may be hard to include which is why tourism is trying to become more inclusive than accessible.

Finally, the author expressed that having a positive environment within the workplace in hospitality is key as a majority of employees experience mental health issues due to the intensive and exhausting work environment that they are in. The produced survey proves that it is important to ensure that the employees are appreciated and motivated to have a positive attitude which would evidently be effective in providing a satisfactory customer service.

Research shows that employees that work in an ethical environment are more likely to be satisfied with their job than working in an unethical environment (Mathenge, 2013). As such, it would be great to see the author focusing on the ethical practices within the workplace and exploring the topic further by addressing these ‘niche formulas’ that can help to make a workplace more ethical and inclusive. For instance, Heskett et al. (1994) identified the service-profit chain framework which is a strategy designed to show that employee satisfaction influences productivity and a positive attitude, attempting to create an inclusive and ethical environment. Could this potentially be an approach adapted by employers or should managers and the HR (Human Resource) be involved in to ensure that the employees are in the right mindset to have an efficient work performance?

Mathenge, G.D., (2013) Responsible Tourism and Hotel Management: An Empirical Analysis of the Ethical Dimensions in Tourism and Hospitality Industry in Kenya. American International Journal of Contemporary Research. 3(6), pp.17-27.

Heskett, J.L., Jones, T.O., Loveman, W., Sasser, W.E., and Schlesinger, L.A., (1994) Putting The Service-Profit