TAKORADI TECHNICAL UNIVERSITY

ASSESSING THE CHALLENGES INVOLVED IN PROMOTING ETHICAL

PRACTICES IN THE HOTEL INDUSTRY

JENNIFER AKOWUAH

ABIGAIL OSEI AGYEMANG

SEPTEMBER 2023
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 TAKORADI TECHNICAL UNIVERSITY

FACULTY OF APPLIED SCIENCES

ASSESSING THE CHALLENGES INVOLVED IN PROMOTING ETHICAL

PRACTICES IN THE HOTEL INDUSTRY

PROJECT REPORT PRESENTED TO THE DEPARTMENT OF THE

HOSPITALITY MANAGEMENT, IN PARTIAL FULFILLMENT OF THE

REQUIREMENT FOR THE AWARD OF BARCHELOR OF TECHNOLOGY IN

HOTEL, CATERING AND INSTITUTIONAL MANAGEMENT

ABIGAIL OSEI AGYEMANG

(BT/HMT/22/015)

JENNIFER AKOWUAH

(BT/HMT/22/050)

SEPTEMBER, 2023

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 DECLARATION
I hereby declare that this project report is the result of my own original research work

undertaken under the supervision of the undersigned and that all works consulted have been

duly acknowledged.

Candidate’s Name…………………………………………………

Candidate’s Signature……………………………………………..

Date………………………………………………………………..

Candidate’s Name…………………………………………………

Candidate’s Signature……………………………………………..

Date………………………………………………………………..

Supervisor’s Name………………………………………………..

Supervisor’s Signature……………………………………………

Date………………….....................................................................

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 CERTIFICATION
I certify that this project work has been supervised and assessed in accordance with the laid

down guidelines of the Department of Hospitality Management, Takoradi Technical

University.

Supervisor

Name: ………………………………………………………

Signature: …………………………………………………..

Date: ……………………………………………………….

Head of Department

Name: ……………………………………………………...

Signature: ………………………………………………….

Date: ………………………………………………………

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 ACKNOWLEDGEMENTS
This piece of work has been a combined effort of different committed personalities in the

searching process on my study area. Our foremost appreciation is to the Almighty God for

His faithfulness and for giving us the opportunity to achieve this height. It is with due

respect that we express our profound gratitude to our supervisor Madam Margaret Asiedu

of the Department of Hospitality Management, Takoradi Technical University for her

understanding, patience, openness, criticism, encouragement, devotion and invaluable

guidance during the supervision of this work.

We also owe sincere thanks to our parents and siblings, for their encouragement and

support. Also, we acknowledge the authors whose names appear in the references and from

whose work we have quoted. We are also grateful to our families and friends for their

encouragement throughout our period of study. Special recognition also goes to the

management and staff of the selected hotels for unreservedly availing themselves as

respondents to participate in the study.

God bless you all.

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 DEDICATION
We dedicate this work to our parents.

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 TABLE OF CONTENTS
Contents Page

DECLARATION iii

CERTIFICATION iv

ACKNOWLEDGEMENTS v

DEDICATION vi

TABLE OF CONTENTS vii

LIST OF TABLES x

LIST OF FIGURES xi

ABSTRACT xii

CHAPTER ONE 1

INTRODUCTION 1

1.1 Background to the study 1

1.2 Statement of The Problem 3

1.3 Purpose of the Study 5

1.4 Objectives of the Study 5

1.5 Research Questions 5

1.6 Significance of the Study 5

1.7 Delimitation of the Study 6

1.8 Limitation of the study 6

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 1.9 Definition of terms 7

1.10 Organization of the study 7

CHAPTER TWO 8

REVIEW OF LITERATURE 8

2.1 An overview of the hotel industry 8

2.2 Ethical Issues in the hotel industry. 10

2.3 Importance of Ethical Practices in the hotel industry 11

2.4 Challenges Involved in Promoting Ethical Practices in the hotel industry. 12

2.5 Adoptable Measures to Promote Ethical Practices in the hotel industry 13

CHAPTER THREE 15

METHODOLOGY 15

3.1 Research Design 15

3.2 Population and Sampling Characteristics 15

3.3 Sampling Technique 16

3.4 Data Collection Instrument 16

3.5 Data Collection Procedure 17

3.6 Data Analysis 18

CHAPTER FOUR 19

RESULTS AND DISCUSSIONS 19

4.1 Demographic Characteristics 19

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 4.2 Importance of Ethical Practices in the Hotel Industry 21

4.3 Ethical Issues in the Hotel Industry 23

4.4 Challenges Involved in Promoting Ethical Practices in the Hotel 25

4.5 Solution to Challenges Facing the Promotion of the Ethical Practices in the Hotel

Industry 28

CHAPTER FIVE 30

SUMMARY, RESULTS, AND CONCLUSIONS 30

5.1 Summary of the Study 30

5.2 Conclusions of the Study 32

5.3 Recommendations to the study 32

REFERENCES 34

APPENDIX I 41

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 LIST OF TABLES

Table 4 1: Demographic Characteristics of Respondents 19

Table 4 2 Importance of ethical practices in the hotel industry 21

Table 4 3 Ethical issues in the hotel industry 23

Table 4 4 Challenges of promoting ethical practices in the hotel 25

Table 4 5 Solutions to challenges in the hotel industry 28

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 LIST OF FIGURES
Figure 4 1: Category of hotel personnel 20

xi
 ABSTRACT

The purpose of the study was to “assess the challenges involved in promoting ethical

practices in the hotel industry”. Convenient sampling (also known as Haphazard Sampling

or Accidental Sampling) is a type of non-probability or non-random sampling where

members of the target population that meet certain practical criteria, such as easy

accessibility, geographical proximity, availability at a given time, or the willingness to

participate are included for the purpose of the study. The convenient sampling will be used

to select the staff and managers chanced upon in hotels. It made use of primary data from

administered questionnaire from the hotel staff i.e., both the managerial staff and the

operational staff. The sample size for this study was fifty (50). The study consisted two

(2) phases. The first phase involves observation of these selected hotels. The second phase

of the study involved the use of questionnaires. Ethical issues in the hotel industry were

identified, with discrimination, health and safety standards, labor exploitation, guest

privacy and data security emerging as notable concerns. These issues can have a significant

impact on guest experiences and the reputation of hotels.

Furthermore, challenges in promoting ethical practices in the hotel industry included the

lack of a regulatory framework and enforcement, guest expectations and demands, cultural

and societal norms, enforcement and accountability, lack of industry-wide collaboration,

language and communication barriers, and external pressures and competition.

The study recommended that the hotel industries can overcome these challenges by

adopting good measures like: ethical leadership, stakeholder engagement, regulatory

framework, supply chain transparency, industry certification.

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i
 CHAPTER ONE
INTRODUCTION
1.1 Background to the study

An increasing number of ethical scandals have kept the hotel industry in the spotlight in

recent years. The hospitality industry has experienced continuous growth in the service

sector and according to the World Tourism Organization (UNWTO, 2017), its business

volume equals or even surpasses that of all. According to Marr (2016), the hospitality

industry is dependent on advanced analytics solutions in order to find ways to keep

customers happy. Hotel ethical scandals include, but are not limited to, cases of sexual

harassment, different types of discrimination, lack of workplace diversity, violations of

international business and cross-cultural norms, environmental injustice and sustainability,

marketing and pricing, theft, and blame shifting, all over the world (Dimitriou, 2013).

Given the increasing complexity of business ethics in organizations and frequent unethical

employee practices, effectively reducing unethical employee behaviour has become an

important issue for management (Dimitriou & Ducette, 2018; Martinez, Orozco,

Montellano, Valdivie, Parrado, 2021). In 2017, many well-known five-star hotels, such as

Kempinski, Shangri-La and Sheraton, experienced sanitary incidents; in 2019, 25

employees of the OYO Hotel at China subsidiary were fired for “unethical behaviour”. It

is not difficult to find that the emergence of various unethical behaviours of hotel

employees exposed to the serious lack of ethics in the hotel industry; thus, management

should change its attitude towards ethical issues. Therefore, the results that will be obtained

in this study will serve as an empirical basis for guiding hotels and employees to cope with

unethical behavior from having a “deaf ear” to “active inhibition.”

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The hotel industry is labor intensive with a complex staff composition that involves not

only cross-cultural problems but also the mobility and diversification of customers, which

are distinctive characteristics of the hotel industry. (Cheng, Tracy, & Anderson., 2013;

Schwepker Jr & Dimitriou, 2021).

In the new millennium, it has become imperative for business throughout the world to

conduct business ethically, in order to survive, grow and thrive. Ethical practices contribute

to an organization’s productivity by minimizing losses, creating trust with suppliers,

establishing customer loyalty and maintaining a successful team of employees. The

hospitality industry is competitive, and that rivalry between brands can lead a compromise

of hospitality ethics. There are often clusters. According to Beck, Lazer and Scmidgall

(2007), these factors contribute to the questionable and unethical management behavior,

witnessed today in the hospitality industry.

Various researches have shown that the hospitality industry, especially hotels, still lag

behind in matters concerned with ethics, compared to other companies in different

industries (Cheng, Tracy, & Anderson., 2013; Schwepker Jr & Dimitriou, 2021).

However, these ethical issues vary in different countries. Even though a hotel might incur

extra costs while addressing these ethical issues, it is important to the world. Emel and

Yukselen (2010) conducted a study among the employees of different hotels in Edirne,

Turkey to find out their views about unethical behaviors in the hotel industry. In most

hotels, the labour required is not proportional with employees’ number. Furthermore, when

hotels switch to more labour-intensive programs, they do not hire more employees. This

results in overworking of employees and more injuries at the workplace. Most hotels have

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neglected this, owing to the fact that hiring more employees increases costs (Emel &

Yukselen 2010).

Adoption of business ethics gives a company a positive public image. In the hospitality

industry, this will develop a strong base for the company, and increase the loyalty of

customers. McNeil and Pedigo (2001) note that most companies in the hospitality industry

have faced a dilemma in choosing between making large profits while disregarding

business ethics or making average profits while upholding business ethics standards.

Consequently, most have chosen the former option, which continues to raise concerns in

the hospitality industry today, making it lag behind in ethics, compared to other industries

(Emel & Yukselen, 2010). Nonetheless, it is imperative that companies in the hospitality

industry embrace business ethics, since this gives a company a positive public image, as

well as the opportunity for growth and prosperity.

1.2 Statement of The Problem

The hotel industry in Ghana, like many others worldwide, grapples with the task of

promoting and upholding ethical practices within its operations. These ethical challenges

pose significant barriers to the establishment of a sustainable and socially responsible hotel

industry in the country. To comprehensively address these challenges, it is essential to

examine the existing literature and insights from previous researchers (Cheng, Tracy, &

Anderson., 2013; Schwepker Jr & Dimitriou, 2021). According to Smith (2018), cultural

influences play a pivotal role in shaping ethical practices within the hotel industry. In

Ghana, a diverse cultural landscape contributes to varying ethical perceptions and

behaviors among hoteliers and employees. This cultural dynamic creates unique challenges

in implementing a standardized ethical framework across the industry. Moreover, Johnson

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and Brown (2019) argue that the absence of comprehensive regulatory frameworks

specifically tailored to ethical practices in the hotel industry exacerbates the challenges

faced. Without clear guidelines and enforceable regulations, hoteliers may struggle to

navigate the ethical dilemmas they encounter. This regulatory vacuum calls for a deeper

examination of the legal and governance aspects concerning ethical practices in Ghana's

hotel industry.

Additionally, employee training and awareness programs are crucial in promoting ethical

practices. As highlighted by Thompson (2020), insufficient training and a lack of

awareness regarding ethical principles among hotel staff hinder the effective

implementation of ethical guidelines. Recognizing the significance of employee

engagement and education, efforts must be made to develop robust training programs that

instill ethical values and equip employees with the necessary knowledge to make ethical

decisions. Furthermore, understanding consumer expectations and preferences regarding

ethical practices is vital for hoteliers in Ghana. Jones (2017) emphasizes that ethical

considerations increasingly influence consumers' choices, with a growing demand for

socially responsible and ethically conscious accommodation options. Failing to align with

these evolving consumer expectations can have detrimental effects on a hotel's reputation

and bottom line. In summary, the hotel industry in Ghana faces complex challenges when

it comes to promoting ethical practices. Cultural influences, lack of regulatory frameworks,

inadequate employee training, and evolving consumer expectations all contribute to this

multifaceted problem. By delving into the existing literature and insights from previous

writers, this study aims to shed light on these challenges and propose effective strategies

for fostering ethical practices in Ghana's hotel industry (Cheng, Tracy, & Anderson., 2013;

Schwepker Jr & Dimitriou, 2021).

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1.3 Purpose of the Study

The main purpose of the study is to assess the challenges involved in promoting ethical

practices in the hotel industry.

1.4 Objectives of the Study

The objectives of the study are:

1. To identify ethical practices in the hotel industry.

2. To examine the importance of ethical practices in the hotel industry

3. To identify the challenges of promoting ethical practices in the hotel

4. To determine the measures adoptable to overcome these challenges.

1.5 Research Questions

1. What are the ethical practices in the hotel industry?

2. What is the importance of ethical practices in the hotel industry?

3. What are the challenges involved in promoting ethical practices in the hotel

industry?

4. What measures can be adopted to promote ethical practices in the hotel industry?

1.6 Significance of the Study

This research will have a positive influence on practical and academia works. The

challenges involved in promoting ethical challenges and standards of hotels with respect

to ethical practices will be outlined by this study. This study will add to the current body

of literature on hotel ethical practices and how to deal with challenges involved in

promoting ethical practices.

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1.7 Delimitation of the Study

This study will be conducted only in Takoradi using three (3) star hotel. Respondent for

the study will be managers and staff who work in the selected [3] star hotels in Takoradi.

Hence the findings of the study cannot be used for generalization. Also, the requisite

sample size desired by the researchers may not be achieved as it is likely some of the staff

in the selected hotels will decline to participate in the study hence, affecting data collection.

1.8 Limitation of the study

Every study has limitations, there are certain limitations that may develop in the course of

the study. The study may be limited in the sense that, responses from only managers and

staff may not be enough because some workers may be reluctant to provide detailed

information, hence, findings cannot be generalized to cover all hotels in Takoradi and in

Ghana at large. Also, there may be delay in the data collection procedure due to

inconvenience in time. The requisite sample size desired by the researchers may not be

achieved as it is likely some of the staff in the selected hotels will decline to participate in

the study hence, affecting data collection.

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1.9 Definition of terms

i. Hotel

ii. Behaviour

iii. Unethical

iv. Organization

v. Hospiatality industry

vi. Development

vii. Economy

viii.

1.10 Organization of the study

This research study is organized into chapters, with the chapters being organized as below:

Chapter one focused on the introductory part of the study which included background of

the study, statement of the problem, purpose of the study, research questions, research

objectives, significance of the study, limitation of the study, delimitation of the study and

operational definition. Chapter two placed emphasis on the literature review of the study.

This includes reviewing all the theoretical literature with respect to the topic and questions

of the study. Chapter three focused on the methodology of the study. This consists of the

research design, population and sample characteristics, sampling technique, data collection

procedure, and data collection instrument and data analysis. Chapter four is the data

analysis and presentation using tables and charts. Chapter five comprise of the summary of

the study, discussion, conclusion and recommendation of the study.

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 CHAPTER TWO
REVIEW OF LITERATURE
2.1 An overview of the hotel industry

The hospitality industry’s main function is to offer travelers homes away from homes and

provide friendly reception and warm greetings (Walker, 2007). It is made up of businesses

that provide lodging, food and other services to travelers, the main components are hotels,

motels, inns, resorts and restaurants (Ghosh, 2006). The hospitality industry consists of

broad category of fields within the service industry of which hotels are not exempted from

industry (Narteh, Agbemabiese, Kodua, & Braimah, 2013). The focus of this study is

narrowed down to small scale hotels as part of the hospitality industry because of its

ubiquity in Ghana. Hotel is defined by the international accommodation as properties with

at least one licensed bar and restaurant on the premises, with on-site management which

serve breakfast and sometimes have conference or banqueting facilities setting them apart

from other accommodation categories such as self-catering accommodation, caravan

and/or camp sites or houses (Automobile Association, 2002; Tuhin, 2011). In other words,

a hotel has more than 10 rooms or more, while there are between four and nine rooms in

guest house. Depending on the amenities and services provided, a hotel is star rated (meets

international standards). International expectations are not met by a budget or unrated

hotel. Hotel scores have little to do with the size of the hotel (in terms of number of rooms).

The industry is one of the most important sectors of a nation’s economy. They provide and

create jobs, especially during times of holidays (summer break); they are a source of

innovation and entrepreneurial spirit; they harness individual creative effort; and they

create competition and are the seed bed for businesses of the future. In short, hospitality

industries are vitally important for the development of the economy.

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The hospitality industry has seen tremendous change over the last decade. Hospitality

business today is an integral part of the human life whether in a commercial scale or in

small scale. The hotel industry forms a sector in the economy that do not undermine the

integrity of their customers in service delivery and therefore seek to always provide

satisfaction now and in the future (Narteh et al, 2013). But as Ghana initially ignored the

hospitality industry by not paying attention to the hotel industry, as a result, most of the

hotels in the hospitality industry did not meet the standards expected of them in terms of

service delivery such as adequate facilities, excellent customer relationship, knowledge of

product or service offerings, trained personnel and provision of confidence and trust of

services offered (Kim, 2005).

The international hotel industry has rapidly grown to become the largest employer of the

world, by providing jobs for more than 200 million people (UNESCO, 2013). The impact

of the hospitality industry to the GDP ranges from around 2% for nations where the

hospitality industry is a relatively small sector, to over 10% for nations where the

hospitality industry is an important part of the economy (UNESCO, 2013). Although the

growth in the hospitality industry provides a lot of benefits into the development of the

economy.

There is a widely known organization in the hotel industry called the Ghana Hotel

Association (GHA), which has more than 1000 members in the world. The GHA

membership consists of hotels, motels and guesthouses that have been accredited and

approved to provide accommodation, catering and other tourism facilities in Ghana by the

Ghana Tourist Board. Their membership grades are: budget and one star to five-star

international standards (acceptance rating below one star).

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2.2 Ethical Issues in the hotel industry.

Ethics in business refers to the appropriate behavior, which a business must adhere to, in

its interaction with customers, both individuals and in groups (Kapoor, Balaji, Maity, &

Jain, 2021). Various researches have shown that the hospitality industry, especially hotels,

still lag behind in matters concerned with ethics, compared to other companies in different

industries (Maximiliano 2011: Stevens 2011). Nonetheless, unethical practices in the

hospitality industry affect the industry, employees, stakeholders, and the

overall community. The hotel industry practitioners ascertain the importance of developing

and implementing ethics in hospitality school programs and hospitality industry practices

(Dopson & Nelson, 2003; Yeh, 2012). In the same way, scholars interested in the

hospitality industry pay increasingly attention to the study of ethical decision behavior. The

research in ethics behavior in the hospitality industry covered several topics, including

socially responsible behavior, implementation of ethics codes, and human resources’

ethical decision making.

Unethical behaviour (UB) in the workplace has recently become increasingly prominent,

especially in the hotel industry. It has become a real problem for modern organizations to

solve. Employee unethical behaviour is defined as behaviour carried out by employees that

violates widely recognized ethical standards and business ethics, such as cheating and lying

(Ashkanasy, Windsor, & Trevino, 2006). Unethical employee behaviour, such as theft,

neglect and concealment, is common in hotels (Ghosh & Shum, 2019). Such behaviours

not only make organization members engage in more self-interested negative behaviours

but also affect the long-term performance and sustainability of the organization. This

10
problem has attracted widespread attention in academia and industry (Sean, Martin, Kish-

Gephart & James, 2010).

Given the negative effects of employee unethical behaviour, academia has conducted

extensive theoretical analyses of its inducing factors and influencing effects to clarify the

antecedents of unethical behaviour, including individual characteristics, organizational

context and leadership factors, such as five-factor model personality traits (Helle,

DeShong, Lengel, Meyer, Butler, Mullins-Sweatt; 2018), Machiavellian personality

(Zagenczyk, Restubog, Kiazad, Tang, 2014), ethical climate Haldorai, Kim, Chang, & Li,

J. J. (2020) leadership-member exchange (Schwepker & Good, 2017) and moral leadership

Khan Ahmad, and Ilyas, M. (2018). The consequences of unethical behaviour mainly focus

on social infectivity (Wiltermuth, Vincent, Gino; 2017), shame and guilt (Umphress &

Bingham, 2011) and organizational performance (Eisen & Berry. 2007).

2.3 Importance of Ethical Practices in the hotel industry

Scholars emphasize the importance of developing ethic courses in order to foster the

ethical perception and judgement of hospitality students (Lee & Tsang, 2013). Ethical

education will help students develop critical thinking skills to deal with day-to-day ethical

problems they will encounter in their future career (Yeung & Pine, 2003). Researchers and

practitioners argue that hospitality ethics education is crucial to the development of the

ethical ground in the hotel industry (Yeh, 2012; Lee & Tsang, 2013). Despite this

importance, limited academic attention has been given to hospitality students’ perception

of ethical issues confronting the industry and their perceptions of the workplace (Stevens,

2001; Yeung & Pine, 2003; Lee & Tsang, 2013).

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Studies have shown that perceived organizational support is important in adjusting

organizational relationships and affects employee working attitudes and behaviour (Martin,

Palmer, Fins, 2007). However, no study has explored the moderating role of organizational

support between corporate ethical values and the unethical behaviour of employees.

According to social exchange theory, employee attitudes and behaviour depend on the

treatment of the organization (Cao, Duan, Edwards, and Dwivedi 2021). When employees

perceive the organization’s support, they will also become more proactive, following the

principle of reciprocity and reducing their negative behaviour towards the organization

(Chiang & Hsieh, 2012)

2.4 Challenges Involved in Promoting Ethical Practices in the hotel industry.

Emel and Yukselen (2010) conducted a study among the employees of different hotels in

Edirne, Turkey to find out their views about unethical behaviors in the hotel industry.

Similarly, Damito and Schmidgall (2010) conducted a study among hotel controllers in

Cornell Hotel and Restaurant about ethical issues in the industry. Overall, results showed

that employees and managers considered economic crises, long working hours, low

payment, high level of turnover of employees and managers, as being caused by unethical

practices. The Human Resources in hospitality industry faces most ethical challenges

(Damitio & Schmidgall 2016). In most hotels, the labour required is not proportional with

employees’ number. Furthermore, when hotels switch to more labour-intensive programs,

they do not hire more employees. This results in overworking of employees and more

injuries at the workplace. Most hotels have neglected this, owing to the fact that hiring

more employees increases costs (Emel & Yukselen 2010). Damitio and Schmidgall (2007)

noted that financial dishonesty is another ethical challenge in the hospitality industry.

12
Managers might operate with off-balance books. An example is the case of the Enron

Company some years ago. This involves quoting wrong profits in financial statements,

normally exceeding what the company actually makes, with an aim of impressing investors

and increasing stock prices. Another example is that of Chef Auguste Escoffier and

manager Cesar Ritz of the Savoy hotel in London, who were fired for misuse of finances

and extortion of money from the hotel’s suppliers (Stevens, 2001). If revealed, such

incidences cause a company to lose its investors and have a negative public image, which

is detrimental to business. Salaries and remunerations in the hospitality industry pose

another ethical challenge. In most hotels, there are great disparities between the salaries of

housekeepers and the executives. The executives in most hotels are overpaid, while other

employees are mostly underpaid. Beck, Lazer & Schmidgall, (2007).

2.5 Adoptable Measures to Promote Ethical Practices in the hotel industry

All companies including those in the hospitality industry are required to have a code of

ethics and a human rights policy. However, these are insufficient, and have not proved to

be effective in addressing the ethical challenges the hospitality industry experiences

(Frechtling & Boo 2012). Therefore, in order to address the ethical challenges in the

hospitality industry adequately, individual companies and businesses must take the

initiative of developing their own examples of how they have changed their practice of

ethics, with regard to their customers, employees, and the local communities. Some basic

ethics in the hotel industry include honesty, integrity, trustworthy, loyalty, fairness,

accountability, concern and respect for others (Thomas & Kumar, 2016). Every industry

has its own set of ethical issues, including the hotel industry. Hospitality businesses might

not seem unethical, but they’ve sometimes proven themselves to be less than hospitable.

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The good thing is the common ethics issues with the hotel industry can be overcome. Better

ethics leads to happier employees and guests. Ethics is a growing priority for business

leaders but they are struggling to embed an ethical culture, according to a recent CGMA

survey. To fully embed an ethical culture, organizations must improve training,

communication and leadership. The way in which these practices are embedded and

implemented is critical to the organization’s ability to gain the most from and ethical

performance culture. Whether related to supply chain issues like the European horse meat

scandal, mis-selling insurance, many organizations have had to learn from experience how

failing processes and bad practices can deter customers and damage reputation. With the

influence of social media and overall global connectivity, sharing negative experiences or

opinions takes just a few taps on a screen. (Hedborg, 2014). Moreover, leadership

examples. If there is no role model in the organization it becomes difficult to the employees

to work. Ethical Leader speaks to us about our identity of what we are and what we can

become and how send a positive message toward the organization that all the employees

are satisfy and willing to we live and how we could live better (Odland Depot Inc.). their

goals and aims easily and effectively. Top managers provide a blueprint for what a firm’s

work. When we talk about the ethical role model there is a sure discuss of leadership and

its effectiveness. (Lynda Moultry, 2019).

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 CHAPTER THREE
METHODOLOGY
3.1 Research Design

Research design is the process of collecting information and data for the purpose of making

business decision. This study will adopt a descriptive design that best aims at describing,

observing and documenting situations as they naturally occur rather than explaining them.

Descriptive design attempts to establish the range and distribution of some social

characteristics may be related to certain behavior patterns or attitudes (Labree, 2013).

3.2 Population and Sampling Characteristics

Population refers to a group, unit or set of individuals with a common characteristic by

which they can be identified (Gordon & Howard, 2006). The target population refers to

those people within the population who possess information or data the researcher is

interested in and can address the researcher’s questions and objectives (Gordon & Howard,

2006). Sampling involves selecting subset of individuals from within the target population

to estimate the characteristics of the whole population. The target population for this study

will be the managers and staff of the hotels. Through sampling, a total number of 5 hotels

in Takoradi will be chosen among 3-star hotels. The managers and staff of these 3-star

hotels are considered appropriate for this study because their services complete the

operations of the hotel industry and they have enough knowledge about the hotel and are

in good position to furnish the researcher with the detailed information to answer the

research questions of the study. The sample size for this study was fifty (50).

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3.3 Sampling Technique

A non-probability sampling of convenient will be used for the study. Convenient sampling

(also known as Haphazard Sampling or Accidental Sampling) is a type of non-probability

or non-random sampling where members of the target population that meet certain practical

criteria, such as easy accessibility, geographical proximity, availability at a given time, or

the willingness to participate are included for the purpose of the study (Creswell & Clark,

2017). Convenient samples are sometimes regarded as ‘accidental samples’ because

elements may be selected in the sample simply as they just happen to be situated, or

administratively, near to where the researcher is conducting the data collection (Durcevic,

2020). In all forms of research, it would be ideal to test the entire population, but in most

cases, the population is just too large that it is impossible to include every individual. This

is the reason why most researchers rely on sampling techniques like convenient sampling.

The convenient sampling will be used to select the staff and managers chanced upon in

selected 3-star hotels in Takoradi since not all staff and managers will be available to

participate.

3.4 Data Collection Instrument

Data collection is the process of gathering and measuring information on targeted variables

in an established systematic fashion, which then enables one to answer relevant questions

and evaluate outcomes (Turkson, 2013). According to Etiken, Musah and Akkadina (2016),

questionnaires are designed to reveal what people are feeling, doing or thinking.

Questionnaires were used as data collection instrument. It is an instrument used mostly in

undertaken surveys, views, known and experiences of people without the assistance or

direct involvement of the researcher with the respondent Levitt, Bamberg, Creswell, Frost,

16
Josselson, R., & Suárez-Orozco, (2018). Considering the study objectives, questionnaires

were the appropriate tool for collecting data. The questionnaires included both open and

closed ended questions. Questions were grouped into four sections. Respondents answered

questions from possible alternatives that were provided.

3.5 Data Collection Procedure

Data collection procedure is an essential part of the research process in education and the

humanities. Data collection techniques allow the researcher to methodically collect

information about their object of study and of the setting they occur Cln, and Iro. (2013).

Data collection was done in five selected 3-star hotels in Takoradi. A period of four (4)

weeks was used to collect the entire data.

The study consisted two (2) phases. The first phase involves observation of these selected

hotels. Different days and times were scheduled to visit these selected hotels to monitor

their services. The second phase of the study involved the use of questionnaires. The set of

questionnaires were well structured and in the form of close-ended questions (optional

answers) backed by a few open-ended questions. Agreement was made with the managers

of these hotels and dates were scheduled for the distribution and collection of the

questionnaires. The set of questionnaires were administered to both staff and managers

respondents who were identified to be within the scope and sample of the study. The

distribution and administration of the questionnaire were strictly based on ethical practices.

Some staff were not willing to participate, but after explaining to them how confidential

their response is going to be and providing vivid information about the study and its

importance, they consented.

17
A keen observation was done to ensure right corresponding of the answers from the

questionnaires to the environment and also, assistance was given to respondent who needed

it. Respondents who answered the questionnaires instantly were given 10-15 minutes.

Some managers and staff opted to keep the questionnaires and answer them in their

convenient time so some days were given to them and later, after some days, the

questionnaires were retrieved.

3.6 Data Analysis

Data analysis is the process of evaluating data using analytical and reasoning to examine

each component of the data provided (Census Bureau, 2010). Data obtained from

respondents will be collected, sorted, edited and analyzed using Statistical package for

service solution (SPSS version 20.0) results will be presented using percentages, frequency

distribution tables, graphs and charts.

18
 CHAPTER FOUR
RESULTS AND DISCUSSIONS
4.1 Demographic Characteristics

The primary purpose of this section was to describe the respondents in this study who

completed the survey. This was with respect to the following demographic variables:

gender and age. Table 4.1 presented the results of the analysis on the respondent’s

demographic characteristics.

Table 4 1: Demographic Characteristics of Respondents

Variables Frequency Percent (%)

Age
Below 20 1 2.0
20-25years 24 48.0
26-31years 17 34.0
32-37years 7 14.0
38-42years - 0.0
Above 42 1 2.0
Total 50 100
Academic Qualification
Vocational 1 2.0
SHS 8 16.0
Diploma 1 2.0
HND 18 36.0
First degree 21 42.0
Second degree 1 2.0
Total 50 100
Source: (Fieldwork, 2023)
The results depicted the demographic characteristics of the respondents. From the analysis,

majority (48%) of the respondents fell within the age group of 20-25 years, thirty-four
19
percent (34%) fell within 26-31 years, 14% of the respondent fell between 32-37 whiles

2% fell between below 20 and above 42 respectively. This shows that majority of

respondents are in their youthful age. Regarding academic qualifications, the highest

percentage (42.0%) of respondents held a first degree, followed by 36.0% with an HND

(Higher National Diploma). Those with SHS (Senior High School) qualifications

accounted for 16.0%, while both vocational and diploma qualifications made up 2.0% each.

Additionally, a small percentage of respondents (2.0%) possessed a second degree. It can

be deduced from the results that looking at the academic qualification majority of the

respondents holds a first degree and HND. This is quite normal and an undisputable fact

that, as respondents attain higher educational levels, they are pushed up to take care of

managerial positions.

30%

Managerial staff
70% Operational staff

Figure 4 1: Category of hotel personnel

Source: (Fieldwork, 2023)

Figure 4.1 reveals the category of hotel personnel. It was revealed that a greater proportion

(70%) of the respondents were operational staff whiles as 30% were managerial staff.

20
 4.2 Importance of Ethical Practices in the Hotel Industry

This section presents on the result on the importance of ethical practices in the hotel

industry

Table 4 2 Importance of ethical practices in the hotel industry

Items Strongly Disagree Neutral Agree Strongly

disagree Agree
% % % % %

Promote sustainability and social responsibility 2.0 0.0 16.0 52.0 30.0

Creates positive work environment 0.0 8.0 10.0 56.0 26.0

Builds guest trust and guest safety 2.0 0.0 34.0 32.0 32.0

Ensure fairness and equality 0.0 4.0 40.0 32.0 24.0

Promotes hotel standards and protects hotel reputation 4.0 0.0 14.0 50.0 32.0

Promotes healthy relationship among employees 2.0 2.0 22.0 48.0 26.0

Reduces employee turnover 8.0 20.0 20.0 30.0 22.0

Source: (Fieldwork, 2023)

The analysis in Table 4.2 depicts the importance of ethical practices in the hotel industry.

It was revealed from the analysis that over half (52%) agreed and 30% strongly agreed that

ethical practices promote sustainability and social responsibility, indicating a shared

understanding of the positive impact these practices have on the broader community and

environment. Moreover, the importance of ethical practices in creating a positive work

environment was acknowledged by the respondents, with 56% agreeing and 26% strongly

agreeing. This suggests that these practices contribute to fostering a workplace culture that

is conducive to employee satisfaction and well-being. With regards to building guest trust

and safety, 34% were had a neutral opinion whereas an equal percentage (32%) of the

21
respondents strongly agreed and agreed. This indicate that it is essential for maintaining a

reputable and trustworthy establishment. Also, 40% of the respondent were in neutral view

that fairness and equality place an important role as ethical practices. 32% agreed and 24%

strongly agreed, indicating an understanding of the role these practices play in ensuring

equitable treatment among both staff and guests. Furthermore, half (50%) of the

respondents agreed and 32% strongly agreed that ethical practices contribute to upholding

hotel standards and protecting the hotel's reputation. In terms of fostering healthy

relationships among employees, 48% agreed and 26% strongly agreed that ethical practices

have a positive impact on inter-staff dynamics, promoting a harmonious and collaborative

work environment. However, with respect to reduction of employee turnover, 30% of the

respondent agreed and 22% strongly agreed that ethical practices can lead to reduced

employee turnover, 20% disagreed or expressed neutral opinions. Lee & Tsang (2013)

ascertain that ethical practices create a positive work environment for hotel employees.

When hotels prioritize fairness, respect, and equal treatment of their staff, it enhances

employee morale and job satisfaction. This, in turn, leads to increased productivity, better

customer service, and lower turnover rates. Ethical treatment of employees can be achieved

through fair wages, safe working conditions, opportunities for growth, and a supportive

corporate culture.

22
 4.3 Ethical Issues in the Hotel Industry

This section presents on the result on ethical issues in the hotel industry

Table 4 3 Ethical issues in the hotel industry

Items Strongly Disagree Neutral Agree Strongly

Disagree Agree
% % % % %

Discrimination 12.0 8.0 24.0 36.0 20.0

Health and Safety standards 2.0 16.0 22.0 40.0 20.0

Cultural appropriation 4.0 4.0 42.0 26.0 14.0

Privacy and data security 8.0 6.0 32.0 36.0 18.0

Guest privacy and data security 6.0 8.0 24.0 36.0 26.0

Labor exploitation 0.0 22.0 26.0 28.0 24.0

Source: (Fieldwork, 2023)

The analysis in Table 4.2 depicts the ethical issues in the hotel industry. It was revealed

from the analysis that discrimination is an ethical concern, with 36% agreeing and 20%

strongly agreeing that it is a prevalent issue within the industry whereas 12% strongly

disagreed. This indicates there is a need for addressing discriminatory practices to create a

more inclusive and equitable environment. One prominent ethical issue is discrimination.

Discriminatory practices based on factors such as race, gender, nationality, or disability

can lead to a negative guest experience and damage a hotel's reputation. Discrimination

undermines the principles of equality and inclusivity that are expected in the hospitality

sector (Kalargyrou and Costen 2017).

Moreover, 40% and 20% of the respondent agreed and strongly agreed to health and safety

standards as an ethical concern whereas 16% disagreed this indicate that it is important to

23
understand and maintain proper health and safety protocols. Health and safety standards

also raise ethical concerns. The well-being of guests and employees should be a top priority

for hotels. Neglecting health and safety protocols can lead to accidents, injuries, or

illnesses, endangering both guests and staff members (Sagun et al., 2021).

With regards to cultural appropriation, 42% had a neutral opinion whereas 26% agreed.

Cultural appropriation is another ethical issue that hotels need to navigate carefully.

Adopting elements of a culture without proper understanding or respect can lead to cultural

insensitivity and misrepresentation, potentially offending guests from diverse backgrounds

(Lam, 2020).

In addition, 36% and 26% of the respondents agreed and strongly agreed that guest privacy

and data security is very important area to consider, whereas 24% of the respondent had a

neutral view. Privacy and data security are pressing ethical concerns in the digital age.

Hotels handle sensitive guest information, and any breach of data privacy can result in

severe consequences, including legal liabilities and loss of guest trust (Gupta et al., 2019).

Furthermore, labor exploitation emerged as another noteworthy ethical issue, with 28.0%

agreeing and 24.0% strongly agreeing that it is a concern within the industry. Other ethical

issues in the hotel industry mentioned by respondents were; employee theft, dishonesty,

providing inferior suppliers and hotels espionage. Labor exploitation also poses significant

ethical issues. Ensuring fair wages, safe working conditions, and employee rights is

essential. Exploitative practices, such as underpaying workers or violating labor laws, not

only harm employees but also reflect poorly on the hotel's integrity (Altinay & Paraskevas,

2008).

24
 4.4 Challenges Involved in Promoting Ethical Practices in the Hotel

This section presents on the result on challenges of promoting ethical practices in the hotel

Table 4 4 Challenges of promoting ethical practices in the hotel

Items Strongly Disagree Neutral Agree Strongly

Disagree Agree
% % % % %

Lack of regulatory framework and enforcement 4.0 4.0 38.0 36.0 18.0

Guest expectations and demands 4.0 12.0 18.0 30.0 36.0

Cultural and societal norms 4.0 2.0 32.0 34.0 28.0

Enforcement and accountability 0.0 0.0 22.0 32.0 46.0

Lack of industry-wide collaboration 2.0 8.0 32.0 24.0 34.0

Language and communication barrier 4.0 1.0 24.0 22.0 40.0

External pressure and competition 0.0 2.0 22.0 40.0 36.0

Source: (Fieldwork, 2023)

The analysis in Table 4.4 depicts challenges of promoting ethical practices in the hotel.

From the analysis 36% of the respondents agreed to framework and enforcement contribute

as a challenging involving in promoting ethical practices. According to Singh and Kumar

(2016), one major challenge is the lack of a comprehensive regulatory framework and

effective enforcement mechanisms. Without clear guidelines and strong enforcement,

hotels may struggle to navigate the complex landscape of ethical issues.

38% of the respondents had a neutral opinion. Guest expectations and demands were also

identified as a challenge, with 30.0% agreeing and 36.0% strongly agreeing that they

impact the promotion of ethical practices. Emel & Yukselen (2010), and highlighted that

guest expectations and demands pose another significant challenge. Meeting the diverse

25
and evolving expectations of guests can be demanding, especially when ethical

considerations are involved.

Moreover, 34% and 28% of the respondents agreed and strongly agreed that cultural and

societal norms can pose difficulties in promoting ethical practices. 32% of the respondents

were in a neutral opinion. Cultural and societal norms also create challenges in promoting

ethical practices. What is considered ethical in one culture might not be viewed the same

way in another. This challenge is discussed by Kim and Yoon (2017), who stress the

importance of cultural sensitivity in developing ethical guidelines and practices that are

universally acceptable.

Also, 46% of the and 32% of the respondents strongly agreed and agreed that enforcement

and accountability contribute to challenges in promoting ethical practices. Damito &

Schmidgall (2016), also emphasized on enforcement and accountability remain a crucial

challenge in promoting ethical practices. Without mechanisms to hold individuals and

organizations accountable for their actions, ethical breaches can go unchecked.

With regard to lack of industry-wide collaboration, 34% and 24% of the respondents

strongly agreed and agreed that it impact on the promotion of ethical practices whereas

32% were a neutral opinion. Lack of industry-wide collaboration is also a notable

challenge. Achieving ethical practices often requires cooperation and collaboration among

various stakeholders, including hotels, suppliers, and regulators. This challenge is

addressed by Sigala (2016), who discusses the importance of building partnerships to

collectively address ethical concerns.

26
In addition, 40% of the respondents strongly agreed that language and communication

barrier have an impact on promoting ethical practices. This indicates a recognition of the

importance of effective communication in ensuring that ethical standards are understood

and adhered to by all stakeholders. Xiao and Kim (2017), also ascertain that language and

communication barriers can hinder the promotion of ethical practices, especially in a global

industry. Clear communication about ethical guidelines and expectations is essential to

ensure that employees across diverse linguistic backgrounds understand and adhere to

ethical standards.

Lastly external pressures and competition were perceived as a significant challenge by the

respondents, with 40.0% agreeing and an additional 36.0% strongly agreeing that they

impact the promotion of ethical practices. External pressures and competition also present

challenges in promoting ethical practices. In an increasingly competitive market, hotels

may face pressures to prioritize profitability over ethical considerations. This challenge is

discussed by Weaver (2006), who underscores the need for a strong ethical foundation to

withstand external pressures.

27
 4.5 Solution to Challenges Facing the Promotion of the Ethical Practices in the Hotel

Industry

This section presents on the result on measures adoptable to overcome these challenges.

Table 4 5 Solutions to challenges in the hotel industry

Statement Strongly Disagree Neutral Agree Strongly

Disagree Agree
% % % % %

Ethical leadership and role modeling 4.0 2.0 20.0 32.0 42.0
Continuous improvement and 2.0 14.0 8.0 38.0 38.0
feedback mechanisms
Stakeholder engagement and 4.0 0.0 20.0 44.0 32.0
communication
Regulatory framework and 2.0 8.0 6.0 48.0 36.0
enforcement
Supply chain transparency and due 8.0 6.0 14.0 40.0 32.0
diligence
Industry certification and standards 2.0 12.0 22.0 36.0 28.0
Resource and training programme 0.0 10.0 28.0 38.0 24.0
Awareness and training programs 8.0 6.0 12.0 38.0 36.0
Reporting and transparency 2.0 14.0 14.0 14.0 56.0
Source: (Fieldwork, 2023)
Table 4.5 depicts measures adoptable to overcome these challenges. From the table,

majority of respondents (42%) and (32%) strongly agreed and agreed that ethical

leadership and role modeling could effectively address challenges. An equal proportion

(38%) of the respondents strongly agreed to continuous improvement and feedback

mechanisms as solution. 44% and 32% of the respondents agreed and strongly agreed to

stakeholder engagement and communication as a way of solving challenges. Again, 48%

and 36% of the respondent were in an agreement that, regulatory framework and

enforcement can be used to solve challenges in the hotel industry. Supply chain

transparency and due diligence were seen as a solution by the respondents, with 40.0%

28
agreeing and 32.0% strongly agreeing that they could be effective. Moreover, 38% and

24% agreed and strongly agreed that there should be industry certification and standards.

Also, with regard to resourcing and training programme, 38% and 24% of the respondents

agreed and strongly agreed that resources and training to employees can equip them with

the necessary skills and knowledge to tackle challenges. Awareness and training programs

were also perceived as a solution, with 38.0% agreeing and 36.0% strongly agreeing that

they could address challenges effectively. Lastly, more than half (56%) of the respondents

indicated that reporting and transparency are effective way to promote the ethical practices

in the hotel industry.

According to Thomas & Kumar, (2016) incorporating ethical considerations into the hiring

and evaluation process can also be beneficial. Screening potential employees for their

alignment with ethical values and including ethical performance metrics in evaluations can

reinforce a culture of ethical behavior. Xiao and Kim (2017) also ascertain that, investing

in training and awareness programs is another effective solution. Providing employees with

proper training and education on ethical guidelines and practices can enhance their

understanding and adherence to these principles. underscore the significance of awareness

and training programs in ensuring employees across linguistic backgrounds comprehend

and comply with ethical standards. Implementing a transparent reporting and transparency

system can also contribute to the promotion of ethical practices. Encouraging employees

and guests to report unethical behavior without fear of retaliation can help identify and

address issues promptly. This approach is discussed by Weaver (2006), who stresses the

importance of transparency in maintaining ethical standards.

29
 CHAPTER FIVE
SUMMARY, RESULTS, AND CONCLUSIONS
5.1 Summary of the Study

The survey provided valuable insights into the demographic characteristics of the

respondents, highlighting a majority of youthful participants within the age group of 20-25

years, thirty-four percent (34%) fell within 26-31 years, 14% of the respondent fell between

32-37 whiles 2% fell between below 20 and above 42 respectively. This shows that

majority of respondents are in their youthful age. The study also revealed that a significant

portion of 70% respondents were operational staff 30% were managerial positions in the

hotel industry.

Looking at the importance of ethical practices in the hotel industry, a greater proportion of

the respondents (52%) and 30% strongly agreed that ethical practices promote

sustainability and social responsibility, indicating a shared understanding of the positive

impact these practices have on the broader community and environment. In addition, the

importance of ethical practices in creating a positive work environment was acknowledged

by the respondents, with 56% agreeing and 26% strongly agreeing. This suggests that these

practices contribute to fostering a workplace culture that is conducive to employee

satisfaction and well-being. With regards to building guest trust and safety, 34% were had

a neutral opinion whereas an equal percentage (32%) of the respondents strongly agreed

and agreed. the importance of ethical practices in creating a positive work environment

was acknowledged by the respondents, with 56% agreeing and 26% strongly agreeing. This

suggests that these practices contribute to fostering a workplace culture that is conducive

to employee satisfaction and well-being. With regards to building guest trust and safety,

30
34% were had a neutral opinion whereas an equal percentage (32%) of the respondents

strongly agreed and agreed.

With regards to the ethical issues, the survey revealed that that discrimination is an ethical

concern, with 36% agreeing and 20% strongly agreeing that it is a prevalent issue within

the industry whereas 12% strongly disagreed. Moreover, 40% and 20% of the respondent

agreed and strongly agreed to health and safety standards as an ethical concern whereas

16% disagreed this indicate that it is important to understand and maintain proper health

and safety protocols. Health and safety standards also raise ethical concerns. The well-

being of guests and employees should be a top priority for hotels.

Lastly, with respect to solutions to challenges in promoting ethical practices in the hotel

industry, majority of respondents (42%) and (32%) strongly agreed and agreed that ethical

leadership and role modeling could effectively address challenges. An equal proportion

(38%) of the respondents strongly agreed to continuous improvement and feedback

mechanisms as solution. 44% and 32% of the respondents agreed and strongly agreed to

stakeholder engagement and communication as a way of solving challenges. Also, with

regard to resourcing and training programme, 38% and 24% of the respondents agreed and

strongly agreed that resources and training to employees can equip them with the necessary

skills and knowledge to tackle challenges. Awareness and training programs were also

perceived as a solution, with 38.0% agreeing and 36.0% strongly agreeing that they could

address challenges effectively.

31
5.2 Conclusion of the Study

The importance of ethical practices in the hotel industry was underscored by the survey

findings. Respondents acknowledged that ethical practices promote sustainability, create

positive work environments, and build guest trust and safety. They recognized the role of

ethical practices in ensuring fairness and equality, promoting hotel standards, and fostering

healthy relationships among employees. However, there were varying opinions on whether

ethical practices reduce employee turnover.

Ethical issues in the hotel industry were identified, with discrimination, health and safety

standards, labor exploitation, guest privacy and data security emerging as notable concerns.

These issues can have a significant impact on guest experiences and the reputation of

hotels.

Challenges in promoting ethical practices in the hotel industry included the lack of a

regulatory framework and enforcement, guest expectations and demands, cultural and

societal norms, enforcement and accountability, lack of industry-wide collaboration,

language and communication barriers, and external pressures and competition.

5.3 Recommendations to the study

To address the challenges and promote ethical practices in the hotel industry, several

measures can be adopted:

1. Ethical Leadership: Hotel managers and leaders should serve as ethical role

models, demonstrating and promoting ethical behavior throughout the organization.

2. Continuous Improvement: Implement continuous improvement and feedback

mechanisms to identify and address ethical concerns within the hotel.

32
3. Stakeholder Engagement: Engage with stakeholders, including employees,

guests, and regulators, to communicate and reinforce ethical standards.

4. Regulatory Framework: Advocate for a comprehensive regulatory framework

and effective enforcement mechanisms to guide ethical practices in the industry.

5. Supply Chain Transparency: Promote supply chain transparency and due

diligence to ensure ethical sourcing and practices throughout the hotel's supply

chain.

6. Industry Certification: Encourage industry certification and standards that align

with ethical principles.

7. Resource and Training Programs: Invest in resources and training programs for

employees to equip them with the skills and knowledge needed to address ethical

challenges.

8. Awareness and Training: Implement awareness and training programs to educate

employees about ethical guidelines and practices.

9. Reporting and Transparency: Establish a transparent reporting and transparency

system that encourages employees and guests to report unethical behavior without

fear of retaliation.

33
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 APPENDIX I
TAKORADI TECHNICAL UNIVERSITY

FACULTY OF APPLIED SCIENCE

DEPARTMENT OF HOSPITALITY MANAGEMENT

QUESTIONNAIRES

The purpose of the study is to assess the challenges involved in promoting ethical practices

in the hotel industry. Please complete the following questions to reflect your opinions as

accurately as possible and to answer factual questions to the best of your knowledge. This

is not for any other thing but for academic purpose. Your information will be kept strictly

confidential and anonymous.

Section A: Demographic Characteristics

Please tick [√] where appropriate.

1. Age? 1. Below 20 [ ] 2. 20-25 [ ] 3. 26-31 [ ] 4. 32-37 [ ] 5. 38-42 [

] Above 42 [ ]

2. Qualification? 1. Vocational [ ] 2. S. H. S [ ] 3. Diploma [ ] 4. HND

[ ] 5. First degree [ ] 6. Second degree [ ]

3. What category of hotel personnel do you fall under? 1. Managerial Staff [ ] 2.

Operational Staff [ ]

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Section B: Importance of Ethical Practices in the Hotel Industry.

Please indicate your level of agreement or disagreement to the factors presented below as

the importance of ethical practices in our hotel industry by ticking [ √] where appropriate.

(1) Strongly Disagree (2) Disagree (3) Neutral (4) Agree (5) Strongly Agree

Importance of Ethical Practices 1 2 3 4 5

4. Promote sustainability and social responsibility

5. Creates positive work environment

6. Builds guests trust and guests’ safety

7. Ensure fairness and equality

8. Promotes hotel standards and protects hotel reputation

9. Promotes healthy relationship among employees

10. Reduces employee turnover

11. State some other importance of ethical practices that is not mentioned above.

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Section C: Some Ethical issues in the Hotel Industry

Ethical Issues in the Hotel 1 2 3 4 5

12. Discrimination

13. Health and safety standards

14. Cultural appropriation

15. Privacy and data security

16. Guest privacy and data security

17. Labor exploitation

18. State some other Ethical issues in the hotel industry that is not mentioned above.

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Section D: Challenges involved in Promoting of the Ethical Practices in our Hotel

Industry

Please indicate your level of agreement or disagreement to the factors presented below as

the challenges facing the promoting of the ethical practices in our hotel industry by ticking

[√] where appropriate from 1-Strongly disagree to 5-Strongly agree.

Challenges in promoting ethical practices 1 2 3 4 5

19. Lack of regulatory framework and enforcement

20. Guest expectations and demands

21. Cultural and societal norms

22. Enforcement and accountability

23. Lack of industry-wide collaboration

24. Language and communication barriers

25. External pressures and competition

26. State some other challenges facing the hotel that is not mentioned above.

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 Section E: Solution to Challenges Facing the Promoting of the Ethical Practices in

our Hotel Industry

Please indicate your level of agreement or disagreement to the factors presented below as

solutions to the challenges facing your hotel by ticking [√] where appropriate from 1-

Strongly disagree to 5-Strongly agree.

Solutions to challenges in the hotel industry 1 2 3 4 5

27. Ethical leadership and role modelling

28. Continuous improvement and feedback mechanisms

29. Stakeholder engagement and communication

30. Regulatory framework and enforcement

31. Supply chain transparency and due diligence

32. Industry certifications and standards

33. Resource allocation

34. Awareness and training programs

35. Reporting and transparency

36. Outline any two other measures to improve the ethical practices in your hotel.

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Thank You

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