What term is defined as the standards of right and wrong based on conduct and morals?

• A. Ethics
• B. Empowerment
• C. Exemplary guest service
• D. Follow-up

Answer: (A)

Ethics are the standards of right and wrong that guide conduct and morals. In hospitality, ethics shape how you handle guest information, treat people with fairness and respect, and make honest, responsible decisions. This moral framework is what distinguishes everyday actions from what is considered appropriate or inappropriate behavior.

Why this fits best: the phrase describes a moral guideline for behavior itself, not just a skill or a process. The other terms refer to different ideas: empowerment is about granting staff the authority to act; exemplary guest service describes high-quality service outcomes; follow-up is a step taken after service to check in or address issues. None of those define the moral standards by which conduct is judged, which is what ethics captures.