Module 2 - Professional Ethics

Question 1

According to the Directives for Licensees issued by the Travel Industry Authority, tourist guides should observe which two principles when they accept service charges.

Think of service to 1) tourists, 2) TA

Answer 1

1. No Forced Service Charges:
   Tourist guides must:
   - Not force tourists to pay service charges,
   - Not show dissatisfaction, or
   - Not provide poor service due to non-payment or underpayment.
2. Follow Travel Agent Rules:
   Tour guides must:
   - Adhere to service charge policies set by their licensed travel agent, and
   - must not make use of any fraudulent means to impose service charges.

Question 2

According to the Directives for Licensees issued by the Travel Industry Authority, which three principles should tourist guides observe when handling confidential and personal information?

Answer 2

Tourist guides must:
1. Protect Participants’ Privacy:
Comply with the Personal Data (Privacy) Ordinance (Cap. 486). Do not disclose participants’ personal data without their consent.

2. Maintain Confidentiality:
Not share confidential information from their travel agent without proper authorization.

3. Ensure Information Security:
Safeguard any sensitive information they access, possess, or manage, preventing misuse or unauthorized access.

Question 3

What is the definition of “Quality service” set out in the Directives for Licensees issued by the Travel Industry Authority?

3 bulletpoints

Answer 3

A licensed tour guide must:

1. Deliver Quality Service:
   A licensed guide must strive to provide the participants of an inbound tour group with high-standard service as outlined in the itinerary.
2. Follow the Itinerary:
   The guide may not change the itinerary without the approval of both the participants and the licensed travel agent for whom the tourist guide works.
3. Handle Changes to the Itinerary Responsibly:
   In emergencies or special situations, the guide must first confirm changes to the itinerary with the travel agent and clearly explain the reasons to the participants of an inbound tour group.

Question 4

According to the Directives for Licensees issued by the Travel Industry Authority, tourist guides shall adhere to professional ethics, and there are ten points to note when receiving visitors. Give any four examples of such points to note.

Answer 4

When receiving an inbound tour group, a licensed tourist guide must:

1. Not smoke in front of the participants of the tour group and not drink alcohol while at work.
2. Not gamble while at work.
3. Be punctual when performing every duty.
4. Be knowlegeable about Hong Kong.

2 x do not; 2 x do

Question 5

According to the Directives for Licensees issued by the Travel Industry Authority, there are ways through which tourist guides may help with the promotion of the development of the travel industry in Hong Kong. State any two such ways.

Answer 5

1. Acting as a tourism ambassador and actively promoting the travel industry in Hong Kong while at work to benefit the Hong Kong economy.

2. Protecting the reputation of the travel industry in Hong Kong.

Attack and Defence

Question 6

State any three consumer rights, as set out in the Directives for Licensees issued by the Travel Industry Authority, which a tourist guide must ensure that members of an inbound tour group understand in relation to shopping trips.

3 bulletpoints

Answer 6

1. The right to make or not to make a purchase;
2. The freedom to choose products and services;
3. The right to complain and request replacement or refund of their purchase(s).

Question 7

State any three principles governing self-paid activities for inbound tour groups as set out in the Directives for Licensees issued by the Travel Industry Authority.

Answer 7

1. A licensed tourist guide may only arrange self-paid activities approved by their travel agent.
2. Participants must not be forced to join self-paid activities and should be free to decide.
3. Before arranging a self-paid activity, the guide must clearly explain its details, costs, safety measures, and responsibilities.

Question 8

According to Section 2 of the Prevention of Bribery Ordinance (Cap. 201), what does “advantage” refer to? List any six examples.

Answer 8

“Advantage” means anything of value, including
1. Any gift (money and in-kind),
2. Any payment, loan, or liquidation of a loan,
3. Any office, employment or contract,
4. Any reward,
5. Any commission,
6. Any other service and favour, etc., other than entertainment.

Think about somebody who wants to bribe you. First a cheap gift, then some money, then a promise of a job, followed by a reward, then a commission (partners in crime). If nothing works he will look for something other, but never food or drinks!

Question 9

According to Section 2 of the Prevention of Bribery Ordinance (Cap. 201), what does “entertainment” mean?

Answer 9

Entertainment refers to providing
* food,
* drinks, and any other
* related activities
for consumption on the occasion when it is provided.

Question 10

Under what circumstances can a tourist guide accept advantages without violating the Prevention of Bribery Ordinance (Cap. 201)?

Answer 10

If the “advantage” consists of “Entertainment”, meaning the provision of
1. food or
2. drink, or
3. related activities
for consumption at the same time and occasion.

Question 11

State any two types of penalties the Travel Industry Authority may impose on tourist guides who have violated a requirement under the Directives for Licensees.

Answer 11

1. Imposition of a Fine
2. Revocation of tour guide’s license

Question 12

Before assigning a licensed tourist guide to perform the duties, a licensed travel agent and the tourist guide must enter into a service agreement. Please state the three terms set out in the Directives for Licensees, which must be included in the agreement.

Answer 12

The service agreement must include the travel agent’s duties: The travel agent

1. must make payment of service remunerations to the tourist guide;
2. must not require the tourist guide to bear or unreasonably advance any payment for receiving an inbound tour group;
3. must not delay the reimbursement for any advance payment made by the tourist guide.