Abstract

Although the hotel industry faced a setback in the past two years, apart from the deviation due to the Covid19, the sector had the potential to yield gigantic profits for economies. It is evident that with the increasing
needs of hotels due to the boom in the Aviation sector, there is also an immense need of having professionals
that perceive hospitality in its most real means, i.e., it is necessary to bring back the real essence of the
ancient hospitality in action and make the industry ethic-centered again instead of being only profit-centered.
Experiences are required to make a guest delighted. Still, experiences that have ethics are values adhering to
them have an imprint on the minds of long-lasting people and have an impact that will be remembered for
long. The main objective of working on this research piece is to acknowledge the role of ethics and values,
which are often forgotten in the industry. Ethics and values have served as a tool in solving many issues
related to handling the guest, resolving problems and better management. It eradicates the barriers like ego,
which creates friction between individuals. Ethics is a broader concept that relies upon an outer framework
like regional culture, beliefs, religion-based aspects, masculine or feminine stereotypes, etc.
It is found that various intrinsic and extrinsic situations can be easily mended by applying ethical tools. It is
an essential part of decision making and problem-solving as these require simple validation and verification
by the higher authorities based on them sticking to the norms, values, ethics and code of conduct as laid by
the organization. After the critical analyses followed, it can be concluded that ethics are not physically
present, and its presence can be only marked in terms of behavior. It can neither be touched nor be seen. It is
not a commodity, but its absence can lead to various issues, may it be any realm of management or
hospitality. It is suggested that while making the standard operating procedures and regulations, Hotels,
Agencies, Outlets and other related organizations can hire psychology experts, behavioral experts and
counsellors who can work upon a certain level of amendments in the SOPs’ which should abide with the
ethics and values which can indeed help in making a brand image in the minds of the customer as well as help
in creating an atmosphere which everyone likes: may it be employees, employer, customer/guest,
stakeholders, etc.