Sustainability Reports 2022/23

Assuring Quality Hospitality Services We endeavour to provide exceptional service to guests in our managed hotels. Our staff training and standards are in line with the industry. Training topics range from meet-and-greet services and telephone courtesy to party-room handling. We review departmental procedures regularly to maintain service quality, and monitor guest satisfaction via online platforms. Travel agents, including Trip.com, Booking. com, Agoda and Tripadvisor, plus Forbes Travel Guide, have recognized our outstanding hospitality. Attractive award schemes motivate our hotel staff. These include the Guest Compliment Award at The Royal Garden, Royal Park Hotel and Royal Plaza Hotel; the Honesty Award, Employee of the Quarter and Employer of the Year at Royal Park Hotel; and the Excellent Service Award at The Royal Garden and Royal View Hotel. Our mobile-based hotel loyalty programme, Go Royal by SHKP, in combination with The Point by SHKP, has become Hong Kong’s largest programme of its kind, integrating dining, leisure and shopping rewards with hotel stays. Our guests can enjoy these services and a consistent set of bonus points by registering for one account. To date, there are over 90,000 members in Go Royal. Safeguarding Customers and Tenant’s Health, Safety and Well-being We are committed to protecting the health and safety of guests and tenants at our hotels, shopping malls, properties and operations. Around 12.5% of our construction and property management subsidiaries’ sites hold ISO 45001 Occupational Health and Safety Management Systems certification. Our hotel uses the ISO 22000-certified Food Safety Management Systems, which includes regular audits and staff training in food hygiene. We verify food quality with health certificates and test reports. Microbial laboratory tests are conducted monthly on food and beverages, drinking water, ice and swimming-pool water. To safeguard our customers and tenants, employees are trained to respond to emergencies and our properties are equipped with first aid resources such as automated external defibrillators. We employ professional pest control contractors to maintain a clean, hygienic and safe environment for our customers. We conduct annual fire system inspections, fire drills and safety talks at our buildings. IoT technology contributes to our smart fire safety management. High-risk areas are monitored and tenants receive emergency notifications via our SoProp and SoPropBiz apps. An AI visual analysis system at Hong Yip’s properties monitors high-risk areas and sends alerts to control room. During the reporting year, we did not have any incidents of non-compliance with regulation or voluntary codes concerning the health and safety impacts of products and services. Air quality at our properties is important to our users’ well-being. We have established an internal target on air quality to promote the health and well-being of tenants and we monitor the target progress on Indoor Air Quality (IAQ) certifications. Since 2006, most of our properties have earned ‘Excellent’ or ‘Good’ certifications from the IAQ Information Centre. Hong Yip attained IAQ certificates and published a regular circular that promotes a non-smoking environment for tenants. Meanwhile, Kai Shing has partnered with PolyU to establish the largest real-time IAQ monitoring programme. In the first phase, IoT- empowered monitoring devices have been installed at 20 office buildings to track real-time IAQ. Through Recognition Our dedication to using technology to enhance efficiency and services earned awards for both of our property management subsidiaries at the Hong Kong Institute of Facility Management’s Excellence in Facility Management Awards 2022. These included the Grand Award for the YOHO Mall and our Aegean Coast in the Retail and Medium-scale Residential categories, respectively. Meanwhile, Kowloon Commerce Centre earned a Gold Award in the Office Building category for its use of smart technology. Our Enjoy e-asy lifestyle blog promotes well-being ongoing data analysis, the filtration systems can be adjusted to maintain high-quality indoor air. Indicators are also available for tenants on our Work e-asy mobile app. Awareness programmes promote health and well-being. Kai Shing’s Enjoy e-asy is an in-app lifestyle blog that supports tenants’ mental well-being. The blog’s themes include tea-brewing, dress-up tips, acrylic-pouring and minimalist interior design. To promote the well-being of our hotel guests, we provide green, vegetarian and sugar-free options in restaurants, Sun Hung Kai Properties Limited Sustainability Report 2022/23 48 Our Reporting Approach Message from the Sustainability Steering Committee Our Business Our Approach to Sustainability Value Created for People Value Created for Customers Value Created for Supply Chain Value Created for Community Appendices Value Created for the Environment