Reference no: EM133014144
Determining the Boundaries between Staff and Guests
As the human resource manager of a resort hotel in Jasper, Alberta, Chantelle was familiar with the influx of new seasonal staff every year. Each April, hundreds of new employees from across Canada would begin arriving for a busy summer of work, staying until the end of August when they returned to college or university.
During their orientation, Chantelle always took the time to explain that as staff members, employees represented the hotel. Guests travelling into Jasper explored not just the hotel but the community and surrounding areas; it was quite common for staff members to repeatedly run into hotel guests in town during non-work hours. In Chantelle's experience, guests rarely distinguished employees based on context; when they recognized staff in town, they immediately connected them back to the hotel. As guests often did things they would not normally do at home, the hotel had a standing policy that hotel employees were not allowed in guest areas and rooms unless on hotel-related business.
During her regular round of room inspections, Roberta, the housekeeping manager, noticed François entering a guest room. François was a new employee working at the front desk that summer, completing a mandatory work term assigned by his college in Quebec. François had always received compliments on his service, as he treated guests like family. However, when Roberta saw him enter the guest room, he was dressed in street clothes and clearly was not on duty. When she returned to her office, she quickly looked up the guest information for the room François had entered; the last name on file for the guest was the same as François's last name.
Company policy was clear; hotel employees were not allowed to mingle with guests. As she sat back in her chair, Roberta knew that François was an outstanding worker, making her next call to Chantelle that much more difficult.
1. Explain the ethical dilemma that Roberta is facing.
2. From François's position, is this breach of rules an ethical issue or a cultural one? What facts are you basing your judgment on?
3. As a manager, how might you avoid facing a similar problem?
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