You are the manager of a small hotel which maintains high standards of ethics in dealing with its customers. One day a person comes to your hotel and enquires about booking a room at your hotel. However, due to peak season, all rooms were already booked and hence the staff politely informed him about the unavailability. The person, however, was adamant and took this as a personal insult and started misbehaving with the staff present at the counter. Citing his political connection he also threatened the staff of severe consequences. Next day the person lodged a frivolous complaint with the police under the stringent SC/ST act. In his complaint he accused you and your staff of insulting him deliberately on the basis of his caste. He insisted further that he was denied a room at your hotel due to the caste he belongs to. 1. What are the options available to you? 2. Evaluate each of these options and choose the option which you would adopt, giving reasons.

Option 1 : Depicting the true inclination to the police authority by staff members as evidence and showing ethical record of hotel.

Positives :

1. Using social capital ie. clean record as an evidence will act as strong proof.
2. Belief in the police of fairplay and justice.
3. Majority (staff members + manager) Verses the single person.

Negatives :

1. may not influence the police without any evidence (strong).
2. may influence the hotel's reputation.

Option 2 : Engage with person to take away the registered accusation by offering incentives (monetary).

positives :

1. solve the issue without any delay.
2. will not tarnish the reputation further.

Negatives :

1. Not ethical stand to support the person who manipulated and falsely charged against you.
2. No display of courage.
3. less faith in system (administrative) that they will tackle the issue and solve fairly.

Option 3 : Use of ICT, CCTV camera's clipping to show the police the entire scenario as well as the records of no seats availability:

Positives :

1. Technologically smart as well as evidence is strong to support the case.
2. will set right precedent and action against person to reward the fair party and courageous act.

Negatives :

1. Political alliance of the individual may harm the hotel in long term.
2. may have consequences harming personally.

Thus, the appropriate move to solve the issue.

Option 4 : Forming alliance with various hotel groups and political parties to stop the misuse of the SC Atrocities Act and ensure its right usage and not for personal benefit.

positives -

1. Proactive stand to change and ensure no further problems.

Negatives -

1. It may involve the hotel in this contentious issue.
2. not in accordance with business ethics.
3. may erode the built up capital of the company among the section of people (SC, ST's etc - who have no clear idea of case.