Sustainability Report 2019/20

Offering Quality Hospitality Services The Group is committed to delivering superior guest experience with quality hospitality and catering services. To this end, service standards are developed for our hotels to ensure our services meet the needs and expectations of our guests. We offer regular training courses for all our hotel staff to equip them with the necessary skills for handling challenging situations in accordance with our professional standards. Study topics cover standard behaviour and telephone courtesy to proper complaint resolution as well as other refresher training such as those on the Forbes Travel Guide to ensure that our service quality meets Star Ratings standards. Our hotels have launched individual awards schemes to encourage employee performance that exceeds our guest service standards. 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. Apart from this, we actively listen and respond to customers’ needs and concerns. To maintain close relationships with our hotel customers, the Group set up Club Royal in 2004 and has recruited more than 36,000 members. Monthly newsletters, emails and a hotline that features hotel discounts exclusively for Club Royal members are available to keep them updated on our promotions. We also regularly monitor customer feedback through online platforms to better understand and respond to their needs and concerns. Supporting the Group’s efforts in digital transformation, during the reporting year our hotels launched e-shops which offer accommodation packages, dining coupons and delivery services, creating a more convenient hotel experience. Our outstanding hospitality service has been recognized by offline and online travel agencies such as Agoda.com, Booking.com, TripAdvisor and the Forbes Travel Guide. Ensuring Customers Health and Safety Maintaining a safe and healthy environment at our properties and operations has always been our top priority. In addition to complying with standard legal requirements, our construction and property management subsidiaries have obtained OHSAS 18001, or the latest ISO 45001 Occupational Health and Safety Management Systems certifications for their health and safety management systems. All our major shopping malls, offices and residential projects are equipped with automated external defibrillators (AED), enabling us to offer resuscitation in case of emergencies, including heart attacks. Regular customer safety and first-aid training are offered to our frontline staff in property management to enable them to deal with emergency situations. We have also stepped up our efforts in maintaining indoor air quality and in hotel operations to prevent the spread of the virus during the outbreak of coronavirus. We strive to maintain optimal indoor air quality to create a healthy and pleasant indoor environment for our property users. As such, we have introduced the latest indoor air- quality technologies and adopted a variety of measures, including conducting regular inspections of air-handling units and replacing filters as necessary, to improve indoor air ventilation. In view of the coronavirus outbreak, we have enhanced the frequency of cleansing and disinfection of the ventilation systems to ensure good air circulation and hygiene indoors. Disinfectant treatments following government hospital standards for central air-conditioning systems have been regularly conducted. Most of our buildings have continuously received ‘Excellent’ or ‘Good’ Class Indoor Air Quality certifications from the Indoor Air Quality Information Centre since 2006. Considerable attention is paid to food safety in our hotel operations. Most of our hotels have either adopted the Hazard Analysis Critical Control Point (HACCP) system or ISO 22000 certified food safety management system to ensure we meet the highest food hygiene standards. Food safety audits are carried out regularly to monitor the quality and safety of different food items prepared for our hotel customers. Our hotel staff are required to strictly adhere to food hygiene guidelines throughout the preparation of delectable and hygienic food. Apart from developing internal control measures, we also understand the importance of strengthening tenants’ own awareness of health and safety. For this reason, fire drills and safety talks are arranged periodically. Additionally, we inspect our fire protection systems regularly to ensure their compliance with the latest industry requirements. We put our customers first and serve them with heart. Our staff are trained to promptly and proactively respond to unforeseeable circumstances in our shopping malls to ensure the safety and well-being of our tenants and customers. Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2019/20 25