Sustainability Report 2020/21

Offering Quality Hospitality Services Providing memorable experiences for our customers starts with exceptional services. Training and established service standards equip our hotel staff with the skills to handle challenging circumstances in a professional manner. Topics range from standard everyday behaviour and telephone courtesy to refreshing training on the Forbes Travel Guide , to benchmark our service against its Star Ratings standards. Our hotels have rolled out award schemes to motivate staff, including the Guest Compliment Award at The Royal Garden and the Royal Plaza Hotel, and the Smiling Award and Excellent Service Award at The Royal Garden and the Royal View Hotel. We monitor customer feedback through online platforms to better understand and respond to their needs and concerns. We have engaged our hotel customers through Club Royal since 2004. To date, more than 36,000 members enjoy exclusive monthly newsletters, emails and a hotline that keeps them up-to-date with hotel discounts and promotions. Our outstanding hospitality service is recognized by offline and online travel agencies such as Agoda.com, Booking.com, TripAdvisor and Forbes Travel Guide . With fewer international guests during the epidemic, our focus switched to local demand. We rolled out a wide variety of Stay & Dine packages, with dinner offers renewed by seasonal festive themes to attract discerning visitors. Staycation packages – featuring city tours, in-room pet amenities, special room decorations and long-stay offers – catered for different customers’ needs. We will continue to keep abreast of the times, to curate unrivalled hospitality experiences based on our guests’ evolving needs. Prioritizing Customers Health, Safety and Well-being The health, safety and well-being of guests, visitors and users at our hotels, shopping malls, office and residential developments and operations remain our top priorities. Our construction and property management subsidiaries have OHSAS 18001 or ISO 45001 Occupational Health and Safety Management System certifications, and our major shopping malls, offices and residential project are equipped with automated external defibrillators (AED). To deal with emergencies, all our major shopping malls, offices and residential projects frontline staff are trained in customer safety and first aid. To ensure customer and tenant safety, we regularly inspect fire protection systems, conduct fire drills and safety talks, and prohibit unauthorized activities in our shopping malls. Our SHKP hotels follow ISO 22000-certified food safety management systems and conduct regular food-safety audits. We also require hotel staff to strictly follow food hygiene guidelines, monitor and follow up on restaurant hygiene. Amid the pandemic, we spared no effort to undertake preventive measures across our operations. These included constant disinfection, contactless technology, good ventilation and air-conditioning in our buildings. We supported restaurant outlets at shopping malls to improve air flow exchange rate by complying with Food and Environmental Hygiene Department (FEHD) requirements. We measured the fresh air intake flowrate of the restaurant dining area and counterchecked with the FEHD’s recommended minimum flowrate of six air changes per hour. We advised the tenant to install air purification devices for those who could not meet the requirement. Most of our properties have held ‘excellent’ or ‘good’ certifications from the Indoor Air Quality Information Centre since 2006. In addition, 300 caring ambassadors were recruited to assist with hand sanitizing and temperature measuring in our shopping malls. In our residential properties, pipe leakage inspection robots in light wells prevented the spread of the virus. Thanks to the efforts of our management teams, the St Martin and Mount Regency projects earned awards for ‘Anti-epidemic and environmental hygiene’ at the Hong Kong Professional Building Inspectors Academy Awards 2020. All food and beverage staff at our hotels must be fully vaccinated against COVID-19 to ensure the safety of our team and customers. Unvaccinated staff must undergo COVID-19 screening at the Government’s Community Testing Centres. In recognition of our anti-epidemic efforts, Royal Park Hotel and Royal Plaza Hotel hold Sharecare Health Security VERIFIED™ status in the Forbes Travel Guide , which covers more than 360 health and hygiene standards. The hotels have also been accredited under the Anti-Epidemic Hygiene Measures Certification Scheme by Hong Kong Quality Assurance Agency. To encourage the public to be vaccinated, we launched a HK$10 million SHKP Day Day Lucky Draw campaign. Hong Kong permanent residents aged 18 or above who have received two doses of vaccines on or before 31 August 2021 stood a chance to win the prize. Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2020/21 29