Sustainability Report 2021/22

Value Created for Customers Case Study – Going into an Era of Smart Management Hong Yip’s self-developed SoProp not only facilitates our daily management but also improves communication between the property management team and customers. SoProp is equipped with Home Automation functions, which enables residents to control their home devices, such as lights, air conditioning and TV directly. LCNext, another function, makes use of Bluetooth and unique technology which allows users to enjoy remote control in mobile apps and touchless panels to access desired floor levels. Application at Office Buildings Our smart management extends to commercial buildings. The Work e-asy app, launched by Kai Shing, enables office tenants in Hong Kong and the mainland to access services, such as maintenance, additional air conditioning, cargo lift booking and visitor registration, without the need for direct contact with our staff. It also offers tenants and visitors an interactive way to keep abreast of the latest property notices, announcements of shops in SHKP malls, exclusive offers and restaurant reservations, as well as the real-time indoor air quality, monitored in collaboration with experts from The Hong Kong Polytechnic University. Application at Back of House Management The team has adopted intelligent transformation in its day-to-day operations Revitalizing our Hospitality Services We are passionate about delivering exceptional experiences for every guest, during every stay. Our standards and service training match Forbes Travel Guide’s Star Ratings standards and of stay abreast changes in the hospitality industry. The training covers meet-and-greet services, party-room handling and telephone courtesy. Refreshment training is also undertaken, and we review departmental procedures regularly to maximize guest satisfaction. Attractive award schemes motivate our hotel staff. These include the Guest Compliment Award at The Royal Garden and the Royal Plaza Hotel, and the Excellent Service Award at The Royal Garden and the Royal View Hotel. We continually monitor guest satisfaction via online platforms to better understand and respond to their needs. Our outstanding hospitality service is recognized by offline and online travel agencies such as Agoda.com, Booking.com, TripAdvisor and Forbes Travel Guide . This year, we launched a new mobile-based hotel loyalty programme, Go Royal by SHKP. Allied with SHKP’s group-wide loyalty programme The Point by SHKP, Go Royal has become the largest hotel and retail loyalty programme in Hong Kong, combining hotel stays and dining, leisure and shopping rewards. With two programmes, one account and a consistent set of bonus points, guests can easily integrate and enjoy hotel stays, dining and shopping in malls. Our subsidiary, Superpower, maintains and repairs water-supply systems for more than 1,000 projects, including housing estates, shopping malls, industrial and commercial buildings. The team has leveraged smart management to improve work efficiency. For example, it introduced an intelligent water-pump maintenance system to allow engineers to conduct inspections and maintenance by using tablet, facilitating data integration and analysis and providing professional advice to customers. Another intelligent management system at Superpower’s 10,000-square-foot-plus warehouse allows staff to manage inventory by scanning QR codes. This enhances efficiency and quality while meeting the increasing needs of customers. TOWNPLACE’s exclusive mobile app helps build a sense of community among residents 32 Sun Hung Kai Properties Limited • Sustainability Report 2021/22