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5.b. Steps to develop a Code of Conduct

When creating a Code of Conduct for a hospitality organisation, it is important to follow
a clear development process that ensures the Code is comprehensive, relevant and truly

inclusive. The steps outlined below reflect best practices and are adapted for the hospitality
sector:

Step 1: Choose who will participate in drafting the Code

Start by deciding who should be involved in developing the Code. In hospitality, it is
essential to include:

• Senior management (General Managers, HR managers)
• Long-term staff from different departments (reception, housekeeping, F&B, kitchen)

• Stakeholders such as disability inclusion consultants or autism advocacy organisations

Step 2: Think of previous ethical issues
Analyse past ethical challenges experienced in hospitality settings, such as:

• Handling guest complaints inappropriately
• Workplace bullying, discrimination, or harassment

• Issues with punctuality, dress code, or customer privacy
• Sensory overload situations affecting autistic employees

Anticipating these scenarios helps ensure the Code addresses real risks and supports
proactive solutions for inclusivity.

Step 3: Form an outline
Develop a clear outline of the Code’s contents. For a hospitality workplace, typical

components should include:

• Dress code and grooming expectations (important for frontline roles)
• Guest interaction standards (politeness, managing complaints, communication clarity)
• Equal opportunity, diversity, and inclusion commitments

• Policies on harassment and bullying

• Workplace accommodations (particularly for autistic employees, e.g., allowing for
sensory-friendly areas)
• Use of mobile phones and technology during shifts

• Substance use policies (e.g., alcohol and drug-free policies during service hours)

• Privacy and confidentiality regarding guest and staff information
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Project Number 2023-1-IT01-KA220-VET-000152721