1

CHAPTER I

INTRODUCTION

Background of the Study

Employee work ethics is more important for service industries in order to

ensure consistently high quality service based on high ethical standards, it is

important for the hotel front office agents to understand ethical values and job

related behaviors.

Employees often faced ethically ambiguous situations in hotel industry. Ethical

ambiguity also stems from the fact that employees with tempting cultures , means

that people in hotels can have a variety of expectations and ethical standards.

By its nature, hotel and resort industries places employees and guests in

situations that might be morally ambiguous. People in business positions to stealing

money or items, while other situations may involve personal interaction that can

be considered inappropriate. (C.H. Ponnu, K. Hassan M. Mohd, Y.Y. Beh and S.J. Chen)

In the world today, “we are in the struggles of a giant ethical leap that is

essentially embracing all of humankind” (Donahue, 1996). Scientific and technological

advances, economic realities, pluralistic worldviews, and global communication make it

difficult for everyone to ignore the important ethical issues in the world community, their

everyday lives, and their work. As controversial and sensitive ethical issues continue to

challenge teachers and other professionals. Many professionals have begun to develop an

appreciation for traditional philosophies of ethics and the diverse viewpoints of others.
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Ethical directives are not always clearly evident, and people sometimes disagree about

what is right and wrong.

When narrowly defined according to its original use, ethics is a branch of

philosophy that used to study ideal human behavior and ideal ways of being. The

approaches to ethics and the meanings of related concepts have varied over time among

philosophers and ethicists. For example, Aristotle believed that ideal behaviors were

practices that lead to the end goal of eudemonia, which is synonymous with a high level

of happiness or well-being; on the other hand, Immanuel Kant, an 18th-century

philosopher and ethicist, believed that ideal behavior was acting in accordance with one’s

duty. For Kant, well-being meant having the freedom to exercise autonomy (self-

determination), not being used as a means to an end, being treated with dignity, and

having the capability to think rationally. (Khant, E. 2007)

As a philosophical discipline of study, ethics is a systematic approach to

understanding, analyzing, and distinguishing matters of right and wrong, good and bad,

and admirable and deplorable as they relate to the well-being of and the relationships

among sentient beings. Ethical determinations are applied through the use of formal

theories, approaches, and codes of conduct, such as codes that are developed for

professions and religions. Ethics is an active process rather than a static condition, so

some ethicists use the expression doing ethics. (Khant, E. 2009)

When people are doing ethics, they need to support their beliefs and assertions

with sound reasoning; in other words, even if people believe that ethics is totally

subjective, they must be able to justify their positions through logical, theoretically based

arguments. Feelings and emotions are a normal part of everyday life and can play a
 3
legitimate role in doing ethics. However, people sometimes allow their emotions to

overtake good reasoning, and when this happens; it does not provide a good foundation

for ethics-related decisions. Evaluations generated through the practice of ethics require a

balance of emotion and reason. Throughout history, people, based on their culture, have

engaged in actions that they believed were justifiable only to have the light of reason later

show otherwise. Following a charismatic, but egocentric, leader, such as Adolph Hitler, is

an example of such a practice.

By virtue of its nature the hospitality industry places customers and employees in

tempting situations as well attracting abuse. Ethical challenges faced by the hospitality

managers today are new and have been taking place for a long time. The right ethical

action is not often clear hospitality managers must gain deeper understanding on various

ethical issues and learn different ways of dealing with them when they arise. (Lee and

Chang 2013)

Front Office Agents faced a difficult task deciding what is ethically right and may

sometimes controversial. With this, front office agents often face accusation of theft,

harassment, discrimination, on the basis of age, gender, race and belief leading

complaints that it may result in lawsuit. (Steven, B. and Brownell, J. 2002)

This research study was conducted to determine the extent of upholding business

ethics of front office agents working in a different accredited hotels and resorts in Roxas

City to give us a thorough observation on the different ethical behaviors as performed and

observed in such conduct. The population will be represented by the Front Office Agents

(FOA) in the industry who belong only to those accredited hotels and resorts by the

Department of Tourism.
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Statement of the Problem

The study was conducted to find out the extent of upholding business ethics of

front office agents working in a different accredited hotels and resorts in Roxas City”.

Specifically, the researcher seeks to answer the following questions:

1. What profile can be drawn from the respondents in terms of:

a. age

b. sex

c. civil status

d. employment status

e. years in service

f. educational attainment

g. course

h. field of specialization

2. What is the extent of upholding business ethics of front office agents

pertaining to:

a. their customers and guest?

b. their relationships with associates?

c. their superiors?

d. themselves as front office agents?

3. What are the highest and lowest principles of upholding business ethics

among Front Office Agent?

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Significance of the Study

Hotel Management. The result of this study could be a valuable guide to

maintain the relationship of hotel employees between their guests/clients, associates, and

superiors.

Front Office Agent. This study will be beneficial in terms of maintaining

business ethics in their workplace. Thereby making their ethical standards to become

more effective in human relations.

Human Resource Manager. They can better provide or craft training designed

for customer relations, ethical standards and practice to be observed by all hotel

employees all the time.

Future Researchers. The study served as insights and updates which later they

can use to their study related on ethics. It also served to be a reliable source in conducting

another study for ethical standards of different hotels in roxas city.

Scope and Limitation of Study

This study was limited to the finding the extent of upholding business ethics of

front office agents working in a different accredited hotels and resorts in Roxas City for

Academic year 2017-2018. The respondents were the accredited hotels and resorts in

Roxas City.
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Definition of Terms

For clarity and better understanding of the study, the following were defined:

The profiles used in the study are defined below:

Age in this learning, it refers to 20-29, 30-39, 40-49, 50-59 and 60-above.

Civil Status in this reading, it refers to single, married, legally separated and

widow/widower.

Course in this study, it refers to BSHM or BSHRM.

Demographic Profile refers to the characteristic of the respondents in terms of

age, sex, civil status, employment status, and years in service, educational attainment,

course and field of specialization.

Educational Attainment This term refers to the highest level of schooling that

the respondent has reached if college graduates, masteral graduates, associate/2 years

course and doctoral graduates.

Employment Status in this study, it refers to the position either contractual or

regular employee.

Ethics it is defined as the conduct of desirable behavior in the industry. It

involves various principles of what to do and should not do of the front office agents.

Extent of Upholding business Ethics in this reading, it is defined as degree or

level of extent or commitment to business ethics as to ethical principles pertaining to the

customers and guests, ethical principles pertaining to your relationships with associates,

principles pertaining to your superiors and ethical principle pertaining to yourself as

FOA.
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Field of Specialization in this study, it refers to majoring either in Hotel and

Tourism Management or Food Service Major.

Front Office Agents in this study, it is defined as personnel and or respondents

necessary in completing the questionnaire. These are employees working in the front

office department such as front desk agent, reservation associates, guest service agent and

the like. These are employees handling room reservations, etc.

Front Office in this learning, it is defined as the major department which is

situated at the front part of the hotel . In this study, it is defined as the prime

department in which the respondents working with.

Hotel/Resorts it is an establishments that provide lodging for guests and travelers

to be paid on a short-term basis. In this study, it is the working environment of the

respondents in which these establishments were accredited by Department of Tourism.

Sex in this study, it refers to the state of being male or female of the respondents.

Years in Service in this study, it refers the staying capacity of work in service if 1

year and below, 2-5 years, 6-9 years, 10-15 years, 15-20 years and 20 years up.
 8
CHAPTER II

REVIEW OF RELATED LITERATURE

Related Literature

According to Lee and Tsang (2013) assert that ethics is an important challenge in

the hospitality industry, and claim that the understanding of ethical perception and moral

position of all stakeholders should be accentuated.

According to Yeh (2012), says that, interviewed hotel managers claim that

hospitality properties should put more emphasis on business ethics, and that education

and training on business ethics may help employees and students to deal better with

ethical challenges and Yeh reported that hotel managers encourage more ethics education

and training for hospitality students before they start working in the industry.

According to Yeah study (2012), he interviewed hotel managers claim that

hospitality properties should put more emphasis on business ethics, and the education and

training on business ethics may help employees and students to deal better with ethical

challenges. And he also reported that hotel managers encourage more ethics education

and training for hospitality students before they start working in the industry.

According to Tudor (2011), excessive socialization at work may create conflicts

with colleagues and to the management, reduce employees productivity and annoying

guest.

According to Huimin and Ryan (2011), identify them the five components of

Chinese ethical perceptions, respect for individuals underlying general morality.

 9
There is a growing concern for business ethics in the hospitality industry as

hospitality professionals are faced with ethical dilemmas in their daily operation.

Complex and interesting ethical issues affect this broad industry whose business ranges

from restaurant operations to tourism-based businesses. Hospitality managers have the

responsibility of maintaining the highest levels of services, guest satisfaction and optional

return on investment.

Work ethics are more important for service industries. Managers need to identify

those situations where temptation and potential ethical dilemmas exist for their staff

members and they need to devise a clear corporate code of conduct that all employees

understand abide by.

According to Wong and Chan (2010), identify the four dimensions of tourist’s

perception of hotel front-line employees questionable behavior; Infringement of guest

property, benefit at the expense of guest supplementary services, against work rules, and

unethical behavior.

Hospitality ethics awareness and education have seen an increase in interest in last

two decades. However, limited academic focus has been given to the attitudes of

hospitality employees toward ethics with respect to the workplace. Still need to assess the

effect of ethics education on student judgment, ethical behavior, and manner by which

they proceed to make decisions. Like hotel employees ethical attitudes and perception in

different departments.

According to Peterson (2010), he agree that the reason for differences in business

ethics across nations may be well related to differences in culture since culture affects

moral orientations such as idealism and relativism.

 10
Ethics are one of the most critical issues in business and specifically in human

resources management. Previews research shows that employees perception of their

ethical climate is related to job satisfaction, organizational commitment, and

organizational performance.

According to Karatepe, Yorganci, & Haktanir (2009), the verbal aggressiveness

from boorish customers can be unsettling for employees and cause undue stress. Several

managers reported that would be customers were aggressive upon their communication

styles and spoke in demanding tones. Managers were concerned that their front-desk

employees had to endure some abuse along with the rate negotiation. One hospitality

study showed that emotional dissonance, exhaustion, and turnover intention resulted from

customers verbal aggression. Training was recommended along selecting individuals who

could cope with overly assertive and sometimes rude customers.

According to Barsh and Lisewski (2008), business ethics is the systematic process

that commercial organizations use in order to evaluate actions as right or wrong and

business encompasses a wide range of themes that managers and employees must face.

According to Holjevac (2008), without ethics, employees cannot make any ethical

decisions to please the guests. Also, employees might have a hard time to work with their

colleagues because they would be confused what kind of attitudes is acceptable at work.

According to Kim and Miller (2008), they reported that employees in company

without an ethical code have a lower perception of self-gain interest ethical climate than

employees in company with an ethical code.

According to Al-khatib et al (2008), reported that Machiavellianism and

opportunism are the most significant influence of American managers ethical perception
 11
of negotiation tactics while idealism, relativism, and opportunism are strong predictors of

their Saudi managers counterparts.

According to Poulston (2008), poor staff training has also been attributed to low

ethical standards, along with other factors such as theft. Improved training reduces

workplace problems and is recommended even in organizations with high turnover, as it

reduces workplace problems.

According to Beek, Lazer, & Schmidgall (2007), the lack of an ethics code of

conduct may explain some findings referring to the disagreement among hotel

professionals about what is ethical and what is not ethical.

According to Smit et al (2007), ethics affects both individuals and business

organizations. At individual’s level, ethical questions arise when people faced issues

involving individual responsibility, such as being honest, accepting bribe or using

organizational resources for personal purposes. At business level, ethics relates to the

principles of conduct within organization that guide decision making and behavior.

Business ethics are the standards used to judge the rightness or wrongness of business

relation to others.

Hotel industry places employees and guests in situations that might be morally

ambiguous in some situations for instance, people may be in position to steal money or

items, while the other situations may involve personal interaction that can be considered

inappropriate. As ethics are equally important to employees and they faced similar ethical

dilemmas like the consumers, hotel industry aims to investigate the hotel employee’s

ethical beliefs in their workplace.

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According to the study of Yaman & Gurel (2006), linking marketer’s moral ethics

and moral perception to cultural differences is one exception. The effect of cultural

values on ethical perceptions and behavior is a relevant but understudied area in the

hospitality management.

According to Giacalone (2004), most business persons experience ethical

dilemmas in their careers and viewed that the fundamentals of the recent high-profile

corporate scandals worldwide are not caused by lack of intelligence bit lack of ethics.

Business ethics conflicts exist in issues of moral right and wrong by cultural

diversity. Most of research relating business ethics to culture has been done and

demonstrates the relationships of different cultural background colleagues ethical attitude

in the workplace.

According to Harding et al (2004), there is a relationship between self-reported

rates of cheating in high school and decisions to cheat in college and to violate workplace

policies and further concluding that encouraging ethical behavior in academic setting

might have positive effects on the future ethical behavior decision-making in the

workplace
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CHAPTER III

METHODOLOGY

Research Design

This study utilized the descriptive research survey design using the sample Front

Office Agents of different hotels and resorts (accredited) as respondents of this study. A

self-constructed questionnaire, validated by pool of experts in various fields will be

opened for content analysis, structuring and format for the improvement and a possible

revisions of research instrument and to become more valid and viable. Frequency counts,

means and ranks were used in analyzing descriptive questions in the statement of the

problems.

According to Dr. Y.P. Aggarwal (2008) descriptive research is devoted to the

gathering of information about prevailing conditions or situations for the purpose of

description and interpretation.

This research design is appropriate for this present study because it focuses on

respondents’extent of upholding business ethics. The responses of the respondents will

indicate their individual extent of upholding business ethics as to always,often,

occassionally, seldom and never.Thus, the data gathered from respondents are all

quantifiable and can be analyzed using quantitative techniques.

Locale of the Study

The study was conducted in the different accredited hotels and resorts in Roxas

City in the first semester of 2017-2018.

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Respondents of the study

The respondents of the study were the front office agents of the different

accredited hotels and resorts in Roxas City. Prior to the distribution of questionnaires, list

was obtained from the Provincial Tourism Affairs Office to identify accredited resorts

and hotels in Roxas City.

Research Instrument

The research instrument used was research made- questionnaire on business

ethics. Part 1 deals with the demographic profile of respondents, such as age, sex, civil

status, position, employment status, and years in service, educational attainment, course

and field specialization. Part 2 is consist of questions determining the respondents’ extent

of upholding business ethics of a different accredited hotels and resorts in Roxas City

pertaining to the guests/customers, associates and superiors.

The following scoring and categorization variables were then employed to

analyze the data statistically:
Mean Score Verbal Description
Interpretation
4.21-5.00 Always 100- Always means that the ethical principle
stated in the item is upheld by you in all
cases)
3.41-4.20 Often 75% - Often (O) (means that the principle stated
in the item is upheld by you in the majority of
cases.
2.61-3.40 Occasionally 50% - Occasionally (OCC)(means that the ethical
principle stated in the item is upheld by you
in half of the cases, where the number of
cases in which it is upheld is equal to the
number of cases in which it is not upheld.
1.81-2.60 Seldom 25% - Seldom (S) (means that the ethical
principle stated in the item is upheld by you
in a few cases.
1.00-1.80 Never 0% - Never (N) (means that the ethical principle
stated in the items is not at all upheld by you.
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Validity of the Questionnaire

The questionnaire was subjected to content, structuring and format validations.

The validators were members of the advisory committees, the dean and program chair of

the CBA, program chair of the BSHM, research coordinators of CBA and HM and the

university research chair and an English critic. Then, it was revised according to the

suggested content, structures and format of the research instrument and or checklist to be

used in the conduct of the study.

Data Gathering Procedure

Prior to the distribution of the questionnaires to the respondents, the researcher

secured a letter of permission to administer the questionnaire. Once the hotel and or

resorts approved the conduct of the study, the validated questionnaires for the front office

agents of the different hotel and resorts were personally administered to the front office

department by the researcher.

Statistical Analysis

The gathered data were coded, encoded and summarized using the Statistical

Packages for Social Sciences (SPSS). The study used descriptive measures such as

means, frequency counts and percentages for quantitative data.

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CHAPTER IV

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This chapter presents the results of study the analysis and interpretation of data.

Demographic Profile of the Respondents

Age

When grouped according to age, Table 1 shows that there were 16 (45.7%) aged

of the respondents 30-39 years old. On the other hand, 11 (31.4%) aged of the

respondents 40-49 years old and 8 (22.9%) aged of the respondents 20-29 years old. It

can be implied that all respondents were aged between 30-49 years old and very few in

number of respondents aged between 20-29 years old.

In terms of sex, the data revealed that there were 26 (74.3%) were female and 9

(25.7&) were male. It can be implied that majority of the respondents were dominated by

female.

The data also revealed that in terms of civil status, there were 32 (91.4%) were

single and 3 (8.6%) were married. It can be implied that majority of the respondents were

single.

As to employment status, data shows that there were 29 (82.9%) were regular

employees and 6 (17.1%) were contractual. It can be implied that majority of the

respondents were regular.

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In terms of years in service, the table shows that there were 18 (51.4%) were 1

year and below and 17 (48.6%) were 2-5 years. It can be implied that majority of the

respondents worked 2-5 years in service.

Table 1. Demographic Profile of the Respondents

Age Number Percentage
20-29 years old 8 22.9
30-39 years old 16 45.7
40-49 years old 11 31.4
Total 35 100.0
Sex Male 9 25.7
Female 26 74.3
Total 35 100.0
Civil Status Single 32 91.4
Married 3 8.6
Total 35 100.0
Employment Contractual 6 17.1
Status Regular 29 82.9
Total 35 100.0
Years in Service 1 year below 18 51.4
2-5 years 17 48.6
Total 35 100.0
Educational College Graduate 33 94.3
Attainment Associate/2-year
2 5.7
course
Total 35 100.0
Course BSHM 10 28.6
BSHRM 19 54.3
BSTM 6 17.1
Total 35 100.0
Field of Hotel and Tourism
25 71.4
Specialization Management
Foodservice 9 25.7
Others 1 2.9
Total 35 100.0
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Referring to their educational attainment, the data revealed that there were 33

(94.3%) were college graduate and only 2 (5.7%) finished associate/2-year course. It can

be gleaned that majority of the respondents were all college graduate.

By means of their course, there were 19 (54.3%) were BSHRM and 10 (28.6%)

were BSHM. On the other hand, 6 (17.1%) were BSTM. It can be implied that majority

of all respondents were BSHRM.

As to field of specialization, the data revealed that there were 25 (71.4%) major in

hotel and tourism management and 9 (25.7%) were food service. As to the data, the

others had only 1 (2.9%) to which it refers to the respondents specialized in tourism. It

can be implied the majority of all respondents field of specialization were both hotel and

tourism management

Extent of Upholding Business Ethics

Table 2 shows Extent of Upholding Business Ethics of Front Office Agents

pertaining to their customers and guests. It can be gleaned from the data that business

ethics pertaining to practice of active listening so that customers feel heard has the

highest mean of 4.97to which it was verbally interpreted as “always”. This implies that

the ethical principles stated in the item is upheld by front office agents in all cases.

Moreover, as to the over-all extent of upholding business ethics pertaining to customers

and guest the overall mean is 4.73 in which it was verbally interpreted as “always”

meaning all ethical principles stated in the items is upheld by front office agents in all

cases.
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Table 2.Extent of upholding business ethics of front office agents pertaining to their
customers and guests
Front Office Business Ethics in terms of Verbal
customers and guests Mean Interpretation Rank
a. The best service to the guests and or
customers is an obligation of front 4.85 Always 3
office agents.
b. Customer is always right in any form. 4.48 Always 6
c. Treating customers and or guest fairly
and squarely. 4.88 Always 2
d. Practice active listening so your
customers feel heard. 4.97 Always 1
e. Sending an email or even a feedback
survey is an excellent way to let the 5
customer know you’re still on their 4.57 Always
side.
f. Sympathetic attitudes toward the guests
and or customers must be shown by 4.77 Always 4
front office agents.
g. Criticism towards guests is not allowed. 4.48 Always 6
Total 4.73 Always

Table 3 shows extent of Upholding Business Ethics of Front Office Agents

pertaining to their relationship with associate. It can be noted from the data that business

ethics pertaining the front office agents were expected to refrain from criticizing their

associate in front of guest and or clients has the highest mean of 4.94 to which it was

verbally interpreted as “always”. It can therefore be realized that the ethical principles

stated in the item is upheld by front office agents in all cases. Furthermore, as to the

overall extent of upholding business ethics pertaining to relationship with associate the

overall mean is 4.71 which can be verbally interpreted as “always”. This could mean that

all ethical principles stated in the items is upheld by front office agents in all cases.
 20
Table 3. Extent of upholding business ethics of front office agents pertaining to their
relationship with associates
Front Office Business Ethics in terms of their Verbal
relationships with associates Interpretatio Rank
Mean n
a. Front Office Agents are expected to
cooperate with activities initiated by their 4.77 Always 3
colleagues.
b. For the best interest of the customers and
organization, cooperation among front 4.85 Always 2
office agent is necessary.
c. Every employee is expected to give due
credit for assistance received from his/her 4.74 Always 4
associates.
d. Front Office Agents are expected to hold
inviolate all confidential information
concerning their associates and the 4.74 Always 4
organization.
e. Front Office Agents are expected to refrain
from fabricating accusations against their 4.42 Always 6
associates.
f. Front Office Agents are expected refrain
from criticizing their associates in front of 4.94 Always 1
guests and or clients.
g. Front Office Agents may not apply for
positions occupied by their associates. 4.45 Always 5
Total 4.71 Always

Table 4 shows Extent of Upholding Business Ethics of Front Office agents pertaining

to their superiors. It can be gleaned from the data that business ethics pertaining to front

office agents are expected to support loyally the legitimate policies of their work place and

the management has the highest mean of 4.91 to which it was verbally interpreted as

“always” meaning that the ethical principles stated in the item is upheld by front office agents

in all cases. However, as to overall extent of upholding business ethics pertaining to superior
 21
has the overall mean is 4.72 as interpreted as “always” which means that all ethical principles

stated in the items is upheld by front office agents in all cases.

Table 4. Extent of upholding business ethics of front office agents pertaining to their
superiors.
Front Office Business Ethics in terms of their Verbal
superiors. Mean Interpretation Rank
a. Front Office Agents are expected to support
loyally the legitimate policies of their workplace 4.91 Always 1
and the management.
b. Front Office Agents are expected to refrain from
making false accusations against their superiors, 4.74 Always 3
especially under anonymous or fictitious names.
c. Front Office Agents are expected to transact all
official business through channels. 4.88 Always 2
d. Front Office Agents are expected to refrain from
engaging in strikes or walk-outs. 4.51 Always 5
e. Front Office Agents are expected to use dialogue
as a means to protest against any form in justice. 4.6 Always 6
f. When making protests against the management,
front office agents may not sacrifice the 4.71 Always 4
satisfaction of guests and or customers.
Total 4.72 Always

Table 5 below revealed the Extent of Upholding Business Ethics of Front Office

Agents pertaining to themselves as front office agents. It can be implied from the data

that business ethics pertaining to participation in hotel activities, strategic planning and

marketing efforts movements for the betterment of the workplace in an obligation of front

office agents has the lowest mean of 4.17 to which it was verbally interpreted as “often”

which mean, that the principles stated in item is upheld by them in the majority of all

cases. However, as to overall extent of upholding business ethics pertaining to themselves

as front office agents the overall mean is 4.79 as verbally interpreted as “always” which
 22
mean that all ethical principles stated in the items is upheld by front office agents in all

cases.
 23
Table 5.Extent of upholding business ethics of front office agents pertaining to
themselves as front office agents
Front Office Business Ethics pertaining to themselves Verbal
as Front Office Agents Mean Interpretation Rank
a. Participation in hotel activities, strategic planning
and marketing efforts movements for the
betterment of the workplace is an obligation of 4.17 Often 5
front office agents.
b. Gambling is prohibited for front office agents. 4.82 Always 3
c. Front Office Agents may not drink hard liquor 2
during office hour? 4.85 Always
d. Immoral relationships are prohibited for front 4
office agents? 4.71 Always
e. Documents from the front office department files 1
may not be removed by front office agents? 4.95 Always

Total 4.70 Always

Table 6 below shows the highest and lowest principles of upholding business

ethics among front office agents. It can be gleaned from the data that business ethics

pertaining the highest principles to the customers and guest has the highest mean of 4.73

to which it was interpreted as “always” which mean that the ethical principles stated in

the item is upheld by front office agents in all cases. However, business ethics pertaining

to superiors has the mean of 4.72 and pertaining to your relationship with associates are

the highest overall mean of 4.71 to which it was verbally interpreted as always in which

the ethical principles stated in the item is upheld by front office agents in all cases. As to

the lowest principle of upholding business ethics among front office agents the data

revealed. It can be that business ethics pertaining the lowest principle to yourself as front

office agents has the overall mean of 4.70 to which it was verbally interpreted as

“always”. This still implies that all the ethical principles stated in the item is upheld by

front office agents in all cases.

 24
Table 6. Highest and lowest principles of upholding business ethics among front office
agents.
Ethical Principle Over-all Verbal
Mean Interpretation Rank
a. Ethical principles pertaining to the customers 1
and guest 4.73 Always
b. Ethical principles pertaining to superiors 4.72 Always 2
c. Ethical principles pertaining to your 3
relationships with associates? 4.71 Always
d. Ethical principles pertaining to yourself as 4
FOA 4.70 Always
 25
CHAPTER V

SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS

This chapter presents the summary, conclusion, and recommendation of the study.

Summary

The study was conducted to determine the extent of upholding business ethics of

front office agents in different accredited hotels and resorts in Roxas City. The objectives

of the study were: (1) to determine demographic profile of the respondents in terms of

age, sex, civil status, position, employment status, years in service, educational

attainment, course and field of specialization; (2) to determine the extent of upholding

business ethics of front office agents pertaining to their customers and guests; (3)to

determine the extent of upholding business ethics of front office agents pertaining to

their relationships with associates; (4) to determine the extent of upholding business

ethics of front office agents pertaining to their superiors; (5) to determine the extent of

upholding business ethics of front office agents pertaining to themselves as front office

agents; and (6)to determine the highest and lowest principles of upholding business ethics

among front office agents.

The respondents of the study were the front office agents working in different

accredited hotels and resorts in Roxas City. The researchers seek to answer the following

questions composed of two parts, the socio-demographic data and business ethics of front

office agents.
 26
The data gathered on the extent of upholding business ethics of front office agents

were statistically analyzed using the statistical tools such as frequency counts,

percentage, means and ranks.

Findings of the Study

The study has these significant findings:

Majority of the respondents or 16 (45.7%) aged 30-39 years old. As to sex 26

(74.3%) were female and 32 (91.4%) were single, 29 (82.9%) were regular employees,

worked 2-5 years in service, college graduate and with a course of BSHRM specializing

both in Hotel and Tourism.

Extent of upholding business ethics of front office agents pertaining to their

customers and guest’s. Business ethics pertaining to practice of active listening so that

customers feel heard have the highest mean of 4.97 to which it was verbally interpreted

as “always”. This implies that the ethical principles stated in the item is upheld by front

office agents in all cases. Moreover, as to the over-all extent of upholding business ethics

pertaining to customers and guest the overall mean is 4.73 verbally interpreted as

“always” which means that ethical principles stated in the items is upheld by front office

agents in all cases.

As per to the Extent of Upholding Business Ethics of Front Office Agents

pertaining to their relationship with associate business ethics pertaining the front office

agents are expected to refrain from criticizing their associate in front of guest and or

clients has the highest mean of 4.94 to which it was verbally interpreted as “always”. It

can therefore be deduced that the ethical principles stated in the item is upheld by front

office agents in all cases. Furthermore, as to the overall extent of upholding business
 27
ethics pertaining to relationship with associate the overall mean of 4.71 which can be

verbally interpreted as “always”. This goes to show that all ethical principles stated in the

items is upheld by front office agents in all cases.

As to the Extent of Upholding Business Ethics of Front Office agents pertaining

to their superiors business ethics pertaining to front office agents are expected to support

loyally the legitimate policies of their work place and the management has the highest

mean of 4.91 to which it was verbally interpreted as “always” which means that the

ethical principles stated in the item is upheld by front office agents in all cases. However,

as to overall extent of upholding business ethics pertaining to superior has the overall

mean of 4.72as interpreted as “always” which means that all ethical principles stated in

the items is upheld by front office agents in all cases.

Referring to the extent of Upholding Business Ethics of Front Office Agents

pertaining to themselves as front office agents business ethics pertaining to participation

in hotel activities, strategic planning and marketing efforts movements for the betterment

of the workplace in an obligation of front office agents has the lowest mean of 4.17 to

which it was verbally interpreted as “often” which mean that the principles stated in item

is upheld by you in the majority of all cases. However, as to overall extent of upholding

business ethics pertaining to themselves as front office agents the overall mean of 4.79 as

verbally interpreted as “always” which mean that all ethical principles stated in the items

is upheld by front office agents in all cases.

The highest and lowest principles of upholding business ethics among front office

agents like business ethics pertaining the highest principles to the customers and guest

has the 1st highest mean of 4.72 to which it was interpreted as “always” which mean that
 28
the ethical principles stated in the item is upheld by front office agents in all cases.

However, business ethics pertaining to superiors has the second highest mean of 4.72 and

pertaining to your relationship with associates are the 3rd highest overall mean of 4.71 to

which it was verbally interpreted as “always” which mean that the ethical principles

stated in the item is upheld by front office agents in all cases. Moreover, the lowest

principle of upholding business ethics among front office agents’ business ethics

pertaining to themselves as front office agents got the lowest overall mean of 4.70 to

which it was verbally interpreted as “always”. However, this still implies that the ethical

principle stated in the item is upheld by front office agents in all cases.

Conclusions

Based on the findings of the study, the following conclusions were drawn:

1. Majority of the respondents aged 30-39 years old, dominated by female, single,

regular employees, and worked 2-5 years in service, college graduate and with a course

of BSHRM specializing both in Hotel and Tourism.

2. (a.)Ethics of Front Office Agents pertaining to their customers and guest’s

always upheld business ethics which means that the all ethical principles stated in the

items is upheld by front office agents in all cases.

(b.) As to the Extent of Upholding Business Ethics of Front Office Agents

pertaining to their relationship with associate they “always” upheld business ethics all the

time and most cases.

 29
(c.) As to the Extent of Upholding Business Ethics of Front Office agents

pertaining to their superiors as always upheld business ethics which means that the

ethical principles stated in the item is upheld by front office agents in all cases.

(d.) Referring to the extent of Upholding Business Ethics of Front Office Agents

pertaining to themselves as front office agents they always upheld business which mean

that all ethical principles stated in the items is upheld by front office agents in all cases.

3. Among the highest & lowest principles stated and identified, ethical principles

are pertaining to customers and guests, principle of upholding business ethics among

front office agents like ethics pertaining to yourself as front office agents were “always”

upheld to which the ethical principles is upheld by front office agent in all cases.

Recommendations

Based on aforementioned findings and conclusions, the following

recommendations are made.

1. Participation in hotel activities, strategic planning and marketing efforts

movements for the betterment of the workplace must be strengthened by the hotel

management so that employees within the hotel organization could participate in all

activities and for them to develop sense of ownership in all efforts and plan of hotels and

or resorts.

2. It is suggested that ethics training must be done in all resorts and hotels so that

front office agents could maintain high standards of ethical values in their work.

3. The hotel management must consider that their front office staff should be

reliable, and be able to perform their duties effectively all the time.
 30
4. It is suggested that hotel management should not tolerate unethical behavior.

5. The hotel management must train the front office employee in handling difficult

customers and provide a set of protocol to follow.

6. Similar problems may be conducted on this topic to validate other issues and

concerns.
 31
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APPENDICES