How does Marriott define ethical decision making in guest interactions?

How does Marriott define ethical decision making in guest interactions?

• A. Prioritize revenue over policies.
• B. Deceive guests to avoid complaints.
• C. Do the right thing for guests and colleagues, comply with policies, and maintain trust.
• D. Disregard policies.

Answer: (C)

Ethical decision making in guest interactions is about doing the right thing for guests and colleagues while following policies to maintain trust. In Marriott’s framework, staff act with integrity and fairness, aiming to protect guests, coworkers, and the brand by being honest, transparent, and consistent in every interaction. Following established policies ensures safety, fairness, and reliability, so guests feel respected and trust is upheld across all touchpoints. This option captures the balance between helping guests, supporting colleagues, and staying within rules—doing what’s right while adhering to procedures. Choices that push for revenue at the expense of policies, involve deception, or ignore rules undermine trust and ethical standards, even if they seem easier in the moment.

Ethical decision making in guest interactions is about doing the right thing for guests and colleagues while following policies to maintain trust. In Marriott’s framework, staff act with integrity and fairness, aiming to protect guests, coworkers, and the brand by being honest, transparent, and consistent in every interaction. Following established policies ensures safety, fairness, and reliability, so guests feel respected and trust is upheld across all touchpoints.

This option captures the balance between helping guests, supporting colleagues, and staying within rules—doing what’s right while adhering to procedures. Choices that push for revenue at the expense of policies, involve deception, or ignore rules undermine trust and ethical standards, even if they seem easier in the moment.