Sustainability Report 2018/19

Delivering a ‘Home Away From Home’ Experience Striving to create a pleasant experience for its hotel guests, the Group is committed to providing quality hospitality and catering services to enhance overall customer satisfaction. Guest service standards are officially established for our hotels to ensure that our guests are being well taken care of. Individual award schemes have been initiated by our hotels while employees are encouraged to provide outstanding performance. These include the Guest Compliment Award by The Royal Garden and Royal Plaza Hotel, as well as the Smiling Award and Excellent Service Award by The Royal Garden and Royal View Hotel. In addition, regular training courses are offered for our staff to enable them to handle challenging situations in a professional manner. Study topics range from standard behaviour to telephone courtesy and proper complaint resolution. Considerable attention is also paid to maintaining the highest level of food quality and safety, which has a direct impact on customers’ well-being. Our outstanding hospitality service has been widely recognized by travel and online agencies such as TripAdvisor, Agoda.com, Hotels.com and Rakuten Travel. Striving for Continuous Improvement in Products and Services We actively engage our staff to seek continuous improvements to our products and services through the introduction of a number of award schemes which recognize their respective contributions. Quality-Raising Suggestion Scheme Introduced 25 years ago, this scheme is designed to encourage our staff to contribute innovative ideas and feasible suggestions to enhance overall work efficiency and service quality. This year, drones and realistic 3D modelling technologies from the Construction – Land Survey team earned them the Quality Raising Gold Award. Customer Care Ambassador Election We pay great attention to customer service and have long led the market through the introduction of customer care ambassadors who offer uniquely caring and attentive services to our patrons. To motivate and encourage these ambassadors, we hold an annual ‘Customer Care Ambassador Election’ to recognize and reward outstanding ambassadors. This year, close to 100 customer-care ambassadors from 20 of our malls participated in the election. Eight awards were distributed to recognize the ‘Serving with Heart’ spirit shown by the successful candidates who have made considerable efforts in transforming their respective malls into second homes for our customers. Best Handover Quality Award The handover of a property is often a critical step by which customers develop their first impression of our product and service quality. Over the years, the Group has presented the ‘Best Handover Award’ to the winning teams that have excelled in encouraging our staff to continually find ways to improve and deliver high-quality professional service. This year, Victoria Harbour won the ‘Best Handover Gold Award’ for providing the finest building quality, service quality and team spirit to new owners. Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2018/19 25