This section explains how hotel staff should behave in a correct, honest, and responsible way. It also shows clear examples from daily work.
1. Core Qualities
These are the main personal qualities that every hotel worker should show every day.
1.1 Integrity
Integrity means doing the right thing, even when nobody is watching.
Examples:
- A guest leaves money in the room. You do not take it. You report it to your supervisor.
- You find a lost phone. You give it to the front desk, not keep it.
- You do not change booking details for friends without permission.
1.2 Honesty
Honesty means telling the truth at all times.
Examples:
- If you make a mistake in a booking, you say it immediately.
- If a guest asks about a service you do not know, you do not guess. You check and then answer.
- If cash is missing, you report it honestly, not hide it.
1.3 Confidentiality
Confidentiality means keeping guest information private.
Examples:
- You do not tell other guests about someone’s room number.
- You do not share guest phone numbers or emails.
- You do not talk about VIP guests outside your work area.
1.4 Responsibility
Responsibility means doing your job carefully and on time.
Examples:
- You check rooms properly before marking them as clean.
- You arrive on time for your shift.
- You complete tasks without needing constant reminders.
1.5 Ethical Judgment
Ethical judgment means choosing what is right in difficult situations.
Examples:
- A friend asks for a free room upgrade. You refuse because rules must be followed.
- A guest tries to skip payment. You stay calm and follow procedure.
- You see unfair behavior. You report it instead of ignoring it.
2. Observable Behaviors
These are actions that others can clearly see in your work.
2.1 Protects Guest Information
You keep all guest details safe.
Examples:
- You do not leave printed guest lists on open desks.
- You lock the computer when you leave the reception.
- You do not talk about guest details in public areas.
2.2 Handles Payments Responsibly
You manage money and payments in a careful way.
Examples:
- You always give correct change.
- You check payments twice before confirming.
- You do not use hotel money for personal use.
2.3 Reports Mistakes Honestly
You do not hide errors. You report them quickly.
Examples:
- You charge a guest the wrong amount and tell your manager immediately.
- You forget a guest request and correct it as soon as possible.
- You break something in a room and report it, not hide it.
2.4 Avoids Favoritism
You treat all guests and colleagues in the same fair way.
Examples:
- You do not give better service only to friends or special guests.
- You follow the same rules for all guests.
- You give equal attention to all complaints.
2.5 Respects Hotel Policies
You follow all hotel rules without ignoring them.
Examples:
- You do not give room access without correct ID.
- You follow dress code rules.
- You respect check-in and check-out times.
2.6 Maintains Professional Boundaries
You keep a respectful distance between work and personal life.
Examples:
- You do not share personal social media with guests.
- You do not accept personal invitations from guests during work.
- You stay polite but do not become too personal with guests.
Summary
Ethical standards in hotels mean:
- Doing the right thing
- Being honest
- Keeping information safe
- Working responsibly
- Treating everyone fairly
These actions build trust between guests, staff, and the hotel.
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