Authors: Emerit Tourism Training
Collection: Learning Materials
This video explains the importance both of ethics and of meeting special needs in the tourism industry.
The narrators explain that in this context, personal ethics can be summed up as doing what is right for the greater good, while professional ethics are concerned with responding to the trust customers place in a business and its employees. Cultural ethics combine the other two in ensuring that employees respond with fairness and sensitivity to people of different races, language, or cultures, and to people with special needs.
The video includes scenarios showing workers in various hospitality industries responding to three people with special needs. One of the people is visually impaired, one is hard of hearing, and one simply doesn’t speak much English.
The narrators point out things the employees do right and the areas where improvement is needed. For instance, in dealing with someone with a hearing impairment, the employee does the right thing by offering a pen and paper to help with communication. However, she asks a question while looking away from the customer, who then does not have the opportunity to read the employee’s lips.
The video is part of the Emerit training program developed by the Canadian Tourism Human Resource Council (CTHRC), a national organization promoting professionalism and addressing labour market issues in the tourism sector.