Describe the differences between a statute, ordinance, and regulation. Find one example online of a recent statute that is related to the hospitality industry. Discuss and describe the purpose and scope of the legislation. This prompt requires you to do some online research, use current/credible references and describe the information in your own words with no direct quotes.
- Identify one setting in hospitality (for example a hotel or restaurant) and a specific problem that needs to be solved. Discuss how a manager could use the STEM process to address the problem and reduce liability for an organization. Use specific details from the chapter in your own words throughout your response.
- Provide an example of an ethical dilemma faced by a manager in hospitality. Work through the ethical decision making process from Chapter 1 to resolve the ethical dilemma, providing analysis for each of the 7-steps. Use specific details from the chapter in your own words throughout your response.
Full Answer Section
- Regulations: These are rules issued by executive agencies at various levels of government to interpret and implement specific statutes. They often contain detailed technical provisions and can be amended more quickly than statutes or ordinances.
Example of a Recent Statute in Hospitality:
The "Fair Labor Standards Act Amendments of 2023" is a recent federal statute impacting the hospitality industry. It raises the minimum wage for tipped employees across the country, gradually increasing it to $15 per hour by 2025. This aims to address concerns about low wages and improve pay parity with non-tipped workers.
The purpose of this legislation is to improve the economic well-being of tipped employees, many of whom in the hospitality industry rely heavily on tips to reach a living wage. The scope of the law applies to all tipped employees within the United States, regardless of their employer's size or location.
- Applying STEM Process to Reduce Liability in Hospitality:
Consider a hotel setting facing high guest turnover and complaints about lost or stolen valuables. To address this problem, a manager could utilize the STEM process (Six Thinking Hats, Empathy Map, and Morphological Chart) as follows:
Six Thinking Hats:
- White Hat: Gather data on lost items, guest demographics, and security protocols. Analyze frequency, value, and location of lost items.
- Black Hat: Identify potential vulnerabilities in security measures, staff training, and guest communication. Consider internal theft possibilities.
- Green Hat: Explore creative solutions like smart safes, guest education programs, secure luggage storage options, or partnership with insurance companies.
- Yellow Hat: Evaluate the practical feasibility and cost-effectiveness of each solution, considering guest convenience and staff workload.
- Blue Hat: Organize brainstorming sessions with staff and guests to gather diverse perspectives and refine proposed solutions.
- Red Hat: Analyze emotional factors like guest frustration and potential reputational damage from lost valuables.
Empathy Map:
Create an empathy map to understand guest frustrations and needs regarding lost valuables. Consider their emotions, pain points, and desired outcomes. This helps tailor solutions to their perspective.
Morphological Chart:
Develop a morphological chart to brainstorm a wider range of solutions. List factors like security technology, guest service initiatives, insurance options, and staff training across different axes. This sparks creative combinations and innovative approaches.
By effectively implementing the STEM process, the hotel can identify the root causes of lost valuables, develop effective solutions, and reduce both guest frustrations and the organization's potential liability for lost items.
- Ethical Dilemma in Hospitality: Overbooking at a Restaurant
An ethical dilemma could arise for a restaurant manager when faced with potential overbooking on a busy night. They might have accepted more reservations than available tables due to high demand. This creates a conflict between upholding guest expectations and responsible resource management.
Applying the Ethical Decision-Making Process:
- Identify the Issue: The manager recognizes the overbooking situation and potential for disappointed guests.
- Gather Information: They assess the severity of overbooking, available resources, and guest preferences.
- Identify Stakeholders: Key stakeholders include booked guests, waitlisted guests, restaurant staff, and the owner.
- Identify Options: Possible options include honoring all reservations and managing wait times, prioritizing existing reservations and offering alternatives to new arrivals, or cancelling some reservations with clear communication and potential compensation.
- Evaluate Options: Consider the impact of each option on each stakeholder, focusing on fairness, transparency, and minimizing harm.
- Make a Decision: Based on the evaluation, the manager chooses the option that best balances stakeholder needs and ethical principles.
- Take Action and Reflect: They implement the chosen solution with clear communication to all parties, and later reflect on the outcome and lessons learned for future situations.
By following this ethical decision-making process, the manager can navigate the overbooking dilemma in a responsible and transparent manner, minimizing harm to stakeholders and upholding ethical principles.