Sustainability Report 2023/24

Providing Exceptional Hospitality Services We are committed to achieving the highest level of customer satisfaction by delivering exceptional services to guests of our hotels. Extensive staff training aligns with market trends and developments, including meet-and-greet services, party-room handling and telephone courtesy. Refresher training is regularly conducted and guest satisfaction is monitored through online platforms to review departmental procedures. Attractive award schemes motivate and reward our hotel staff. These include the Guest Compliment Award at Alva Hotel, The Royal Garden, Royal Park Hotel and Royal Plaza Hotel; Honesty Award, Employee of the Quarter and Employer of the Year at Royal Park Hotel; and the Excellent Service Award at Alva Hotel and Royal View Hotel. Our commitment to outstanding hospitality has been recognized by esteemed travel agencies – including Agoda, Tripadvisor, Forbes Travel Guide, Trip.com and Meituan. In conjunction with The Point by SHKP, our mobile-based hotel loyalty programme - Go Royal by SHKP is one of the largest of its kind in Hong Kong. It integrates dining, leisure, shopping rewards and hotel stays into one convenient platform, allowing guests to enjoy these services and earn bonus points via a single account. From the second quarter of 2024, Go Royal members can also use bonus points in their account to redeem Point Dollars for instant cash payment at hotels and restaurants. Meanwhile, Hong Yip utilizes AI to help residents quickly locate and reach their desired venues, and check the availability of clubhouse facilities in real-time via the AI-video analysis system. The installation is the first of its kind in Hong Kong. This technology has been expanded to other residential developments, including Wetland Seasons Bay. Property management for our commercial buildings also incorporates smart technology. Kai Shing’s Work e-asy and Hong Yip’s SoProp Biz apps give tenants instant access to property notices, maintenance, air conditioning, cargo lift booking, visitor registration and real-time indoor air quality information. Shopping mall announcements, exclusive offers and restaurant reservations are also available. Responding to suggestions from tenants, Kai Shing has implemented mobile key solutions for our office buildings. Named tenants can use virtual keys to access property and toilets, which eliminates the inconvenience of physical cards and enhances security. We are aiming to expand this application across our portfolio. Enhancing Building Management Innovative technology drives improvements in quality and efficiency: • At ICC, the concept of ‘metaverse’ is integrated into equipment and tools used daily by frontline staff. Augmented reality (AR) is utilized for security patrols and facilities management. Smart glasses and intelligent installations enable staff to report patrol times, inspections and irregularities. This streamlines our daily operations and enhances the security of our properties • Hong Yip is the first in its field to adopt virtual reality (VR) and AR for emergency preparedness training. These sessions examine topics, such as flood and fire control, using virtual buildings. IoT, AI analytics platforms, Building Information Modelling-Facility Management (BIM-FM) platforms, and self-developed mobile apps improve overall service quality, work safety and property operational efficiency. At Sun Hung Kai Centre, a BIM-FM platform collects operational data, facilitating the management of energy efficiency and maintenance Recognizing our Innovation Demonstrating our commitment to PropTech development, Hong Yip was the only company to win four major awards at the first PropTech Excellence Awards, organized by Hong Kong PropTech Association and Hong Kong Cyberport Management Company Limited. This accomplishment illustrates our leadership and innovation in the field of real estate technology. We aim to highlight our digital connectivity and smart building capabilities, and were among Hong Kong’s first developers to seek WiredScore and SmartScore certifications, which assess digital connectivity and smart building respectively. The Millennity was our first building to earn WiredScore Platinum certification, while the High Speed Rail West Kowloon Terminus Development (XRL) project will be our first project to strive for both certifications. Recently, ICC became the tallest building in Asia to obtain WiredScore Platinum certification, showcasing our achievement on smart building in the region. Kai Shing implemented mobile key solutions for office buildings Sun Hung Kai Properties Limited | Sustainability Report 2023/24 < 61 > Our Reporting Approach Message from the Sustainability Steering Committee Our Business Our Approach to Sustainability Value Created for the Environment Value Created for People Value Created for Customers Value Created for Supply Chain Value Created for Community Appendices