i) Ghanalux’s ethical standing can be scrutinized based on its operational practices and customer feedback. While the company markets itself as providing five-star service, there have been reports of poor service, including incidents of theft and unavailability of tour guides. Such discrepancies between marketing promises and actual service can indicate a lack of ethical integrity.

• Ethical operation demands that a company not only meets but also maintains the standards it advertises. Ignoring customer complaints or failing to provide adequate support can be seen as misleading and unethical.
• Additionally, if Ghanalux does not ensure the safety of its customers during tours, it could expose itself to reputational risks and ethical violations.

ii) To enhance customer safety and service quality, Ghanalux should consider implementing the following internal controls:

1. Employee Training: Regular training sessions for all staff on customer service standards and ethical behavior. This will ensure that all employees understand the company’s expectations regarding service quality and ethical conduct.
2. Supervisory Roles: Introduce supervisory roles for tour guides to monitor performance and address any customer complaints immediately, ensuring accountability within the team.
3. Incident Reporting System: Establish a robust system for customers to report issues, complaints, or safety concerns during their tours. This should include a mechanism for tracking and resolving these incidents effectively.
4. Regular Audits: Conduct regular audits of service quality and compliance with ethical standards. This will help identify areas of improvement and ensure adherence to company policies.
5. Feedback Mechanism: Implement a feedback mechanism to gather customer reviews after tours. This feedback can be analyzed to improve services and address any recurring issues.
6. Safety Protocols: Develop clear safety protocols for tour guides to follow, especially in areas where theft or other risks may occur. Ensure that guides communicate these protocols to customers before tours begin.

By addressing these ethical concerns and improving internal controls, Ghanalux can enhance its reputation, ensure customer safety, and provide a higher standard of service.