Sustainability Report 2018

GRECOTEL CASA MARRON

01 | OUR COMPANY

C O N T E N T S

OUR COMPANY Waste and Recycling Grecotel Hotels & Resorts Chemical Usage A tribute To Hospitality Awards & Recognition SOCIAL DIMENSION List of Hotels Social Program Employees OUR HOTEL Partnerships Welcome Note from General Manager Local Community Corporate governance Clients Location & Facilities ECONOMIC DIMENSION SUSTAINABLE DEVELOPEMENT Economic Program The Three Dimensions Sustainability Report ANNEX 2018 Performance Highlights Environmental Policy We Believe – We Do –We will Social Policy Quality Policy ENVIRONMENTAL DIMENSION Health & Safety Policy Environmental program Purchasing Policy Energy Children Rights Policy Water

01 | OUR COMPANY

O U R C O M P A N Y

GRECOTEL HOTELS & RESORTS international tourism organizations, Grecotel Dedicated to mastering the craft of welcoming Hotels and Resorts are mostly proud of its people: luxury in the hospitality industry, Grecotel Hotels reliable, kind and welcoming, they have been our and Resorts, the leading hotel chain in Greece, loyal companions during our 40-year journey in delivers sophisticated lifestyle experiences for Greece’s most exciting luxury travel story travelers in the country’s most beautiful destinations. A TRIBUTE TO HOSPITALITY The story of the largest and most successful Inspired by its superb beachfront location, each of Greek luxury hotel group is above all personal. the 30 luxury hotels and resorts in the Grecotel Nikos Daskalantonakis started his long journey in collection all over Greece, is a unique tourism from his birthplace of Rethymno, architectural experience in itself and a paradise of Crete. Nikos Daskalantonakis, along with his older opulent amenities, gourmet restaurants and brother Takis, looked further ahead, realizing that luxurious, well thought-of details, all embodying blue skies and sparkling seas were only enough the essence of the genuine Greek hospitality to attract visitors’ interest: high standards of quality and responsiveness to tourists’ needs Grecotel is part of the N. Daskalantonakis Group were the key to keeping them and to the future. of Companies, which includes among others city And it’s this vision that powers the Grecotel’s and resort affiliated hotels, the Agreco traditional unique concept of hospitality that is rooted in farm and line of products from Crete and the Greek culture and style. Danilia traditional village and museum in Corfu. Having been awarded with over 2000 international On entering the tourism business, Nikos awards by guests and the most prestigious Daskalantonakis adopted a philosophy that has

remained unchanged for 40 years: to employ the • TUI ECO-RESORT eco-label for quality most highly qualified professionals; to offer tourism product respecting local natural genuine Cretan hospitality; to be an innovator in and social values tourism; to invest and improve the infrastructure in • 2008 - European ʻʼEcolabel for Tourist the luxury hotel market. Services’’ from the Ministry of the Environment Today, Grecotel properties occupy prime locations • 2008 - Development of Management around Greece and are far more than just Systems and certification with ISO 22000 resorts—they are destinations. Grecotel resorts for Health & Safety in Food on the islands of Crete, Corfu, Rhodes, Kos, • 2007 - Accredited with the ISO 14001 Mykonos, and in the prime mainland regions of international certification for Sounio south of Athens, Halkidiki in the north and environmental management Kyllini in the legendary Peloponnese have their • The Grecotel Environmental Program was own character, from ultra-luxury boutique hotels to used as an example in the publication magnificent resorts on sprawling estates and Agenda 21 for the Global Travel & family-friendly or all-inclusive holiday-lands for Tourism Industry. quality vacations or romantic hideaways and • 2001 “Green Planet” of the Swiss Tourism luxurious spas. But they all share three things in Organization KUONI TRAVEL common: a quality environment, signature service, • 1996-1999 Hotelplan Environment Award. and singular locations. • 1998 EIBTM “Greening of Business

Tourism” Award. It has been more than 40 years since Nikos • 1994 OMEPO award to Grecotel for its Daskalantonakis laid the foundations for Greece’s cultural programme premiere luxury resort chain when he opened his • 1994-2010 ''TUI Umwelt Champion'' Most first hotel on Crete. Today, Grecotel is a Environmental Hotel Group Worldwide destination-venue for people from all walks of life from the customers of the largest tourist who through the years have become members of organization in Europe “TUI AG” the family of guests who have enjoyed Grecotel’s • 1992 & 1993 “World Aware Award” from signature hospitality. Through the years, Grecotel Thompson tour operator (UK). has created memories for you and you have • 1993 ''Philoxenia Award'' from the Greek helped us reach our milestones. Government for the company contribution

to quality tourism, upgrading the tourism AWARDS & RECOGNITION product and taking initiatives in the field of

environment. • 300 Sea Turtle nests in Crete protected in • 1993 Deutscher Reisebuero Veband cooperation between 'Archelon' (DRV) “International Environment Award • Travelife - Gold Awards .

01 | OUR COMPANY

LIST OF HOTELS Grecotel, offers a full range of accommodation

services with luxury & all-inclusive hotels and resorts around Greece.

HOTEL CITY COUNTRY TYPE

AMIRANDES CRETE Greece Exclusive Resort

CRETA PALACE CRETE Greece Luxury Hotel & Resort

LUX ME WHITE PALACE CRETE Greece LUX ME Resort

CLUB MARINE PALACE & SUITES CRETE Greece All-inclusive Resort

PLAZA SPA Apartments CRETE Greece Grecotel Apartments

VILLA OLIVA CRETE Greece Grecotel Apartments

CARAMEL CRETE Greece Exclusive Resort

MELI PALACE CRETE Greece All-inclusive Resort

CORFU IMPERIAL CORFU Greece Exclusive Resort

LUX ME DAPHNILA BAY DASSIA CORFU Greece LUX ME Resort

EVA PALACE CORFU Greece Luxury Hotel & Resort

KOS IMPERIAL THALASSO KOS Greece Luxury Hotel & Resort

ROYAL PARK KOS Greece All-inclusive Resort

RHODOS ROYAL RHODOS Greece All-inclusive Resort

PELLA BEACH CHALKIDIKI Greece Family Resort

ATTICA CAPE SOUNIO ATTICA Greece Exclusive Resort

MYKONOS BLU MYKONOS Greece Exclusive Resort PALLAS ATHENA ATTICA Greece City Hotel VOULIAGMENI SUITES ATTICA Greece City Hotel ASTIR*EGNATIA ALEXANDROUPOLIS Greece City Hotel

LARISSA IMPERIAL LARISSA Greece City Hotel

RIVIERA OLYMPIA & AQUA PARK PELOPONNESE Greece Luxury Hotel & Resort

MANDOLA ROSA & AQUA PARK PELOPONNESE Greece Exclusive Resort

OLYMPIA RIVIERA & AQUA PARK PELOPONNESE Greece Luxury Hotel & Resort

OLYMPIA OASIS & AQUA PARK PELOPONNESE Greece Luxury Hotel & Resort

OLYMPIA OASIS VILLAGE & AQUA PARK PELOPONNESE Greece All-inclusive Resort

CASA MARRON PELOPONNESE Greece All-inclusive Resort

FILOXENIA KALAMATA PELOPONNESE Greece Family Resort

02 | O U R H OTEL

O U R H O T E L

There are few places in the world that can match environmental education and information. the endless relaxation and family entertainment that brand-new Casa Marron squeezes into a Spacious, family friendly bungalows & bungalow summer. Sprawled over an 80,000-square-meter suites are arranged down the sides of the estate estate at the edge of a fertile plain just 10 km from so that nothing blocks the sea view. Araxos international airport, this unique laid-back venue blends into the unspoiled natural landscape You will have the pleasure to embark a journey of and sparkles with the warmth of Mediterranean taste in a beautiful collection of the hotel's ambience and tradition. The new Casa Marron restaurants. Choose from Greek, Italian and family hotel and bungalow complex with all- Mediterranean menus prepared with the freshest inclusive facilities is the perfect place to relax, re- ingredients or indulge a range of tastes at an energize and remind yourself that happiness is international buffet-style restaurant. The resort’s about experiencing moments with the ones you all-inclusive programme is designed to leave you love, while sport lovers find myriad challenges to care free so you can indulge in everything your enjoy the Ionian Sea. heart desires – from epicurean meals, snacks, and that tempting afternoon ice-cream or cake to Casa Marron lies directly on the gently sloping world-class beverages, coffees, and cocktails. beach of Lakopetra. The golden sand runs down to the azure sea that is shallow and perfect for small children. Changing cabins, showers, sunbeds, beach towels and umbrellas are free of charge. This beach is awarded the “Blue Flag” as complying with the directives of the European programme: water quality; environmental management; safety, services and facilities;

WELCOME NOTE FROM GENERAL MANAGER managing sustainability, guest’s satisfaction, staff improvement, community progress. Today the situation of the Natural Environment This report represents a first step in our journey to demands immediate action worldwide. In becoming an even more sustainable company. Grecotel, the largest hotel chain in Greece, we You will hear and see a lot more from us in the believe that the quality of our hotels is equal to the coming years as our efforts will continue. We will quality of the holidays’ environment. Thus, in 1992 be expanding the report to include more we introduced a programme of environmental information on our operations. We also will management and protection by establishing a provide regular updates on our performance. professional Environmental Department in the Thank you for spending some time to have a look Grecotel’s Head Offices. at our Sustainability Report and using this By developing Environmental Management and opportunity to learn more about Grecotel Casa Sustainability procedures, the hotel defines all the environmental aspects of its operations and has Marron. established policies and programmes that aim to continuously improve its performance and results. CORPORATE GOVERNANCE The hotel aims through the goals setting, the Grecotel Casa Marron is managed by the general programs implemented, the procedures manager Mr Ioannis Avdelas and the performance evaluation and through revising management team. measures, aims and objectives. A sustainability committee is led by Mary Now Grecotel Casa Marron has reached a Raftopoulou and has the responsibility for all the milestone in the release of our first sustainability environmental actions and management. report. This report reflects the best examples of Human Resources Manager has the responsibility our company and areas of growth. We see for managing the welfare and labor standards of sustainability as an integration of economic, all employees and for managing human rights. environmental and social considerations as well Human Resources Manager is also responsible as corporate values. We incorporate these values for into our business strategy. • managing he business supports, Without a doubt, our most valuable resource is • communicating and working with the local our people our stuff. Our employees spend lots of community, local business and hours in informal and formal training. The training • protecting local culture and traditions Programme has been planned in a way that would All employees regularly report the Top meet all the important factors in our philosophy, Management on their areas of responsibility.

02 | O U R H OTEL

General Manager

Chief Room Division Human Entertainment Manager F&B Manager Maintenance Accountant Resources Manager Manager Manager

Guest services Front office Housekeeping Manager Manager Manager Service Manager CHEF

FACILITIES • Trattoria Italiana In a beautiful natural environment with the warmth • A la carte dining of the authentic hospitality of Grecotel Casa • Pool & Beach Bar Marron, parents and kids spend their holidays just • Lounge Bar as they have dreamed. Endless relaxation on the • TV/Video ROOM beach and swimming pools, water sports, fun • Lounges and Terraces games, dance…This unique hideaway sets new • Free of charge WiFi access in all hotel standards of all-inclusive holidays and luxury. public areas (lobby, restaurants, pools • Extensive landscaped grounds over an and beach) 80,000 m² estate at the edge of a fertile • Mini Market with Agreci Farm products on plain sale • Golden sand and azure sea is shallow • Grecoland Club and perfect for small children. • Fitness room • Child-friendly Blue Flag beach • Sauna • 270 family friendly guestrooms, • Water Sports Station bungalows & bungalow suites • Basketball court • 1 fresh water indoor pool (72 m², 2 fresh • Football court water outdoor pools (392 m²/141 m²), 1 • Tennis courts children fresh water outdoor pool (48 m²) and 1 pool (430 m²)

• Main Restaurant • Greek Taverna

SERVICES etc.) At Casa Marron, the management and staff are on • Espresso machine (Famous Class) in hand to make every moment of your stay main Restaurant memorable. Before and after arrival, you can • Kettle (water boiler) and tea/ coffee request any number of personal luxury hotel making facilities in main Restaurant services from a private butler to a romantic dinner • Children’s services include : highchairs, on the beach. Selected services may incur an early dinnerbaby Sitting Services upon extra charge request with extra charge • Multilingual staff • Extra baby cot on request • 24-hour reception • Guest fitness room • Guest Relations & Privilege Club services • Sports field • Express check-in/ check-out service • Animation • Luggage transportation • Reception/ Concierge services include: • Wake-Up Call service Messages, Car Rental / Excursions, • Doctor on call – 24 hours with extra Airline information, Currency charge • exchange, Credit cards, Porter, • Dry cleaning/pressing service with extra newspapers charge • Postal Services – Express Courier • Clothes iron and ironing board, upon Service request with extra charge • Hotel services guide in at least two • Towel change by request languages • Private car park • Valet parking

• Medical Center 12km/Hospital 35km • The hotel in not disabled friendly • Welcome drinks • Electric club car service • Supervised children’s & teens’ entertainment • Special meals, upon request with extra charge • Early breakfast service, upon request • Breakfast or lunch box service, upon request • Extended breakfast service (longer than 3 hours) • Complimentary Satellite TV services • Organic produce from Grecotel’s own Agreco Farm • Full-Service Beach (drinks, snacks, towels, sunbeds, umbrellas, gazebos

02 | O U R H OTEL

03 | SUSTAINABILITY DEVELOPMENT

S U S T A I N A B L E D E V E L O P M E N T

Sustainable development is development that • Environmental Sustainability: meets the needs of the present without We are living within the means of our compromising the ability of future generations to natural resources. To live in true meet their own needs. Sustainable development environmental sustainability we need to encompasses three dimensions: economic, ensure that we are consuming our natural environmental and social. resources, such as energy fuels, land, water etc, at a sustainable rate. THREE DIMENSIONS OF SUSTAINABILITY • Social Sustainability: Integration of the economic, social and Social sustainability is the ability of environmental dimensions is key to achieving society, or any social system, to sustainable development. persistently achieve a good social well-

being. Achieving social sustainability

ensures that the social well-being can be maintained in the long term. • Economic Sustainability: Economic sustainability requires that a business uses its resources efficiently and responsibly so that it can operate in a sustainable manner to consistently produce an operational profit. Without an operational profit a business cannot sustain it's activities. Without acting responsibly and using its resources

efficiently a company will not be able to sustain it's activities in the long term.

Organizational Sustainability well as our company targets and achievements for Casa Marron on a daily basis to develop its each area of interest (environment, society and working plan in a way that is progressively more economy). In each area, through the application responsible towards the environment and the of dedicated policies (see Annex), we attempt to community. For this purpose, we create the maximize the benefits of our operation and share “Green team”. The team follows the the value created. environmental Programme and the commitments Many of the case studies, highlights and targets of the general Grecotel policies. It focus on three are coming from the central offices of the group. main areas: environment, society and human Nevertheless Casa Marron is a special product, is resources. Green Team is responsible to ensure a place that works out through wonderful people the implementation of environmental dedicated to their vision about the environment, measurements and initiatives for each hotel the local community, the people who worked with • The Environmental Manager is and the quests responsible for the proper function of the Our sustainability team, working with experts, Environmental Program and to identified the topics covered and the performance communicate this policy to all staff and indicators collected are in line with industry customers. standards and recognized reporting benchmarks, • The entire staff is responsible to promote, e.g. the T.U.V Austria. We believe this report support and implement the Environmental provides a fair and accurate representation of our Program through their daily work. sustainability performance. • The Managing Director is committed to provide all the necessary means for the The report is based on the three most important proper operation and the constant modules: clients, employees, results. Combining improving of the Environmental Program. these three elements guarantees coherent actions and ensures pro-effective organizational ABOUT THIS REPORT culture. Sustainable report aims to provide accessible and In the first module concerning clients attention is comparable information in Grecotel’s practices on focused on hospitability, exceeding mediocrity its economic, environmental, and social impacts, and empathy. An important element is innovation and hence its contributions – positive or negative which is supposed to form the basis for the – towards the goal of sustainable development. Hotel’s competitive advantage. Through this process, Grecotel identifies its In the second module the central figure is an significant impacts on the economy, the employee. Therefore the stress is on the environment, and/or society and discloses them in environment favouring development of accordance with a globally accepted standard. employees’ competences. The key words are here: trust and mutual respect. Openness and This is the second public sustainability report of transparency are to be achieved through training Casa Marron and covers 2017 season (reporting and peer care. periods are from opening to the closing day). The last module points to efficiency, innovations The report outlines our management practices, as and selling techniques.

03 | SUSTAINABILITY DEVELOPMENT

2018 SUSTAINABLE PERFORMANCE HIGHLIGHTS

Petroleum consumption was Lamps recycling increased 27413 Kg of reduced by 98% by 833Kg waste was recycled

100% LED lighting in the Recycling of cooking oils Blue Flag Since 1992 guestrooms. increased by 240Kg

EXCELLENCE AWARD 2017 HACCP CODEX Travelife awarded by TripAdvisor ALIMENTARUS

WE BELIEVE – WE DO – WE WILL

SUSTAINABILITY DIMENSIONS

ENVIROMENTAL SOCIAL ECONOMIC We believe Our impact to the local community is understood and nurtured Economic Sustainability focuses on the • Continuous improvement in our • Discuss with the local community for following major areas: Corporate and Social Responsibility mutual benefits (CSR) Strategy • Effectively support the needs of the • Maximize profit • Encourage our business partners to local community • Deliver quality products and services follow Grecotel Policies and quality • Respect the protect the • Implement economy of scale Standards internationally proclaimed human • Enhance work efficiency • Meet all relevant legislation rights • Engage local partners • Transparency for our business • Equal employment opportunity policies and practices

We do • Keep updated policies and • Provide information through procedures websites and reports • Ensure that the Green Team has • Communicate constantly with the all the required Resources • Achieve Economic Sustainability local authorities • establish realistic Green goals for by continual enhancements of • Make donations to local and each department efficiency and quality of work, as international causes and projects well as maximizing benefits for • Follow ISO 14001 Principles • Encourage Guest and Team our stakeholders • Set targets on Energy and Water Members to donate • Seek Constantly boosting Reduction • Terminate partnerships where competitiveness and • Check if funding / loans are human rights violations or child labor demonstrating the key role of available for investment in new is discovered tourism in the Greek economy. technology • Hire people regardless any personal

• Encourage staff to put forward their characteristics own suggestions for water reduction • Training programs for team members

We will • Implement a Waste management • Prolong opening season Framework • Guest Satisfaction Surveys • New Market opportunities • Annual sustainability report • Continue the partnership with the • Use Satisfaction Questionnaires and • Compare total and departmental Children’s Smile Surveys to improve services and be consumption figures with hotel • Encourage more internal promotions competitive to the market industry benchmarks • Update and enrich the already • improve performance and increase • Train staff to make prudent use of existing handbooks (Pre-Arrival, the number of arrivals and overnight environmental indicators and how to Initial Training and Care) stays, while improving improving the maintain equipment for optimum distribution of demand over time. energy-efficiency

03 | SUSTAINABILITY DEVELOPMENT

04 | ENVIROMENTAL DIMENSION

E N V I R O N M E N T A L D I M E N S I O N

In 1992, Grecotel became the first Mediterranean performance and results. Grecotel’s hotel group to undertake eco-audits in its hotels environmental policy covers all aspects of our according to EU standards and formed an operation that could cause, or contribute to, a environment and culture department in its head potential impact on the local environment. office operations department. The environmental The Management is committed to: initiatives, including the formation of a unique • comply with the law, rules and regulations agricultural department which supplies biological related to the hotel activities and have an produce to the hotels, have resulted in the Group impact on the environment. being honoured with the most • evaluate the environmental implications of the prestigious environmental awards worldwide. hotel activities with the goal to minimize or Grecotel is now a textbook example in leading eliminate any harmful effects. tourism schools and universities. • take any action needed in order to prevent Casa Marron hotel as member of the Grecotel any form of pollution that will affect the local hotels chain, recognizes the importance the natural residential environment and the quality protection of the environment plays is the of tourism services provided. sustainable development of tourism. Therefore, • aim for continuous improvement through Grecotel Casa Marron implements Environmental setting new goals and continual research for Management System which discloses our improved environmental practices. commitment for the development of a sustainable • To work closely with local government, tourism destination with respect to the authorities and local community in order to environment and the local communities. integrate local perspectives into procedures. environmental protection decision making. By developing Environmental Management procedures, the hotel defines all the Applications inside the hotels environmental aspects of its operations and has Grecotel performs eco-auditing in its hotels. On established policies that aim to reduce, minimize the basis of its findings, improvements have been and manage its environmental impact, made in the following fields. continuously improve its environmental • Waste management (liquid & solid)

• Water & energy saving NGO's Training Programs for Local • Pollution control Communities, Institutions, Universities, • Production of organic plants, flowers and Suppliers, NGO's, members of tourism vegetables in hotel gardens sector • Composting • Sustainable coastal management AGRECO: A traditional village farm

• Environmental friendly purchasing policy In Crete, far away from the busy tourist hubs, the • Public awareness & communication rich traditions of rural life endure. After all, (personnel, guests, associates, press) agriculture remains an important part of the island's local economy and the Cretan way of life. Applications outside the hotels As a result, Grecotel's Agreco farm opened its Protecting and highlighting natural, historical and gates in 2001, near Adele village, Crete. This cultural locations or monuments. privately owned 40,000-sq estate is an innovative Natural Environment display of environmentally friendly methods for • Blue Flags on the beaches of Grecotel traditional and modern cultivation and breeding. hotels Agreco was created by Nikos Daskalantonakis, • "Caretta Caretta'' sea turtle nesting founder of N. Daskalantonakis-Grecotel Group, as beaches in Rethymno, Crete & West part of his vision of offering guests wholesome, Peloponnese farm-fresh produce while supporting sustainable • Support environmental programmes development of rural areas. Especially in Crete, which protect wild life & natural reserves where hospitality has been a tradition since the Historical & Cultural Heritage days of Zeus, welcoming someone into your home • Ancient Eleftherna, Crete is admitting them to your family. • Saint Irene monastery, Crete The idea behind it is to educate local farmers and Agriculture Sector Grecotel visitors about the traditional ways of • Agreco Farm Rethymno, Crete – the production and the original Cretan way of living. showcase of Grecotel agro-tourism The overall objective is to give visitors a first-hand • Promotion of local, organic, traditional experience of the traditional production methods products in the hotel restaurants and mini of traditional Greek products, namely olive oil, markets olives, honey, wine, jams, local herbs. • Technical assistance to local producers Agreco also serves as an educational institution, opening new ways for the Environmental awareness & training development of agriculture, so it can progressively Environmental awareness is succeeded though: convey new environmental ideas to the farmers • Booklets, Information Leaflets, Seminars, around Crete. Slide Shows, Hotel Brochures, Grecotel Agreco produces ecological products which Magazine, Eco-cultural animation meet all EU standards and are certified with the program for Grecotel Guests & ISO22000:05, thereby demonstrating that Employees: cultivation is possible without the use of chemicals • Workshops, Conference, Publications, that ultimately pollute the soil, water and our own Case Studies and Lectures in Tourism health. Schools, Press Conference, Support of

04 | ENVIROMENTAL DIMENSION

Grecotel proudly represents a landmark example - Learn to cook and prepare stuffed since the decade of ‘90s, being the first hotel vegetables (tomatoes, peppers, zucchini) connection programme with the local - Make farmhouse bread and bake it in the production and has established the institution of wood-burning oven. Try it fresh from the the contract-based agriculture to strengthen oven, dipped in virgin olive oil. and support the local community along with local - Pick vine leaves to make the famous farmers and producers to deliver their various Greek dolmadakia. goods to Grecotel hotels in the city of Rethymnon. - Pick fresh vegetables from the organic The Agreco project is aimed at preserving Crete's gardens to enjoy later. traditional way of cultivating land and therefore - Collect hen eggs to make village-style has far-reaching cultural implications. A selection scrambled eggs. of other organic products from smallholders in - Milk the goats. other regions of Crete supplement the range of - Help shearing the sheep. products produced under the name AgrecoFarms - Taste the fresh milk and see how local (cheese, organic blossom and pine honey, cheese is made. organic olive oil, olives, raisins etc. as well as a - Make Cretan cheese pies. special line of personal care products made with … and at the end of the day, when guests brief pure natural ingredients: shampoo, hair farming career comes to an end, guests can sit conditioner, hair mask, foam bath, hand cream back at the farm’s Taverna with dramatic views etc.) over vineyards, olive groves and the sparkling Aegean Sea and enjoy a healthy and nutritious Shaped by hand, every stone at Agreco preserves Cretan menu. Only fresh, organic farm produce is the delicate balance between man and nature, the used in the menu and the preparation is done farm and its buildings stand in perfect harmony entirely in the farm kitchens. with the landscape. A watermill, a wood-burning Agreco forms a successful sustainability case on oven, a wine cellar, workshops depending on the its own that: season such as a room for drying aromatic herbs, - successfully interconnects primary sector a large preserving kitchen buzzing with women with tourism making preserves from summer fruit or veggies - continues Cretan tradition and putting up tomatoes in paste, St.Nicholas - is a unique example of Cretan hospitality church, a mini zoo with animals such as deers, - connects with participation and wild goats (kri-kri), rabbits, quails, partridges, disseminates at local events, school pigeons, peacocks, ostriches, donkeys, turkeys, visits, media visits, conferences, events sheep, cows, chickens etc.). The Farm operates etc. from May to November daily. - supports small local producers - supports local community by being a significant employer At Agreco a guest can experience the unique and - represents at its best and develops special programme “Be a Farmer for a day” and Crete’s unique culture, history the “Young Farmers” for the little ones with - shows the local cuisine and strengthens seasonal activities such as: the Cretan gastronomic identity

- cooperates with local and regional windows, to reduce cold transfer Authorities coefficient • Obtain increased efficiency through ENVIRONMENTAL PROGRAM proper maintenance of the Cooling Grecotel Environmental Program was used as an system example in the publication Agenda 21 for the • Use natural cooling techniques Global Travel & Tourism Industry. It includes • Use Night ventilation techniques, ceiling activities inside and outside the hotels and it fans focuses in 4 Key Performance Indicators (KPI) Energy Savings from lighting • Energy • Use improved fluorescent lamps • Water • Use super metal halide fluorescent lamps • Waste and Recycling • Use electronic fluorescent ballasts • Chemicals • Use improved luminaries • Motion sensors, timing devices • Provide information and warning labels for ENERGY guests and staff Energy consumption is the main contributor to • Use daylight effectively within the building direct and indirect GHG emissions which affect • Public awareness and communication the climate change. By creating the necessary Energy Savings from equipment infrastructure and using the latest available • Use high-efficiency equipment when technology in energy management, we endeavor replacing old equipment throughout the to reduce our energy consumption and maximize hotels (including in kitchens, offices, the use of renewable energy. Advanced materials laundries, etc.) and systems are installed in the buildings of o to • Electric magnetic keycards for the reduce energy consumption. These include: automatic interruption of lighting and • Energy-efficient window panes electrical appliances (except • A high-quality, external wall insulation refrigerator) system that significantly reduces energy Training - Awareness losses by wrapping the building in a thermally • Training to our staff for the best working resistant envelope practices in how to save energy • Low energy technology lighting • Housekeeping Training We train • Electronic lighting ballasts housekeepers in how to reduce both • Central lighting control systems water, and energy consumption.

1|When entering guest bedrooms, Energy Saving measures amongst other things, housekeepers

should: Energy Savings from cooling 2|Turn off all appliances such as TVs • Reduce external loads from incident solar 3|Allow natural sunlight in radiation by providing proper shading of 4|Turn off the air conditioning or adjust to the building a reasonable temperature. • Replace window frames that form a cold

bridge, and/or install double glazed

04 | ENVIROMENTAL DIMENSION

Promote Customers Participation • It is our policy to change linen every 3 Customer contribution to reducing Energy days. Should you wish for your linen to be consumption and succeed the Energy goals. changed more frequently, please let us Customers are informed about Hotels actions and know by placing this card on the pillow in they are welcome to participate. Notices with the morning. ways to help the Hotel succeed its energy goals are left inside the rooms. Promote Employees Participation • Please the Lights off when not in use All the employees are trained in how to reduce • Please remember to close all windows both water, and energy consumption in their and doors when heating or air- working area. conditioning is on

ENERGY INDICATOR

Total Annual Energy Consumption

1.500.000

1.300.000

1.100.000

900.000 KWh 700.000 1.229.755 1.297.479 1.290.048 1.122.163 500.000

300.000

100.000 BASELINE YEAR 1.229.755 PREVIOUS SEASON 2017 1.297.479 CURRENT SEASON 2018 1.122.163 NEXT YEAR TARGET 2019 1.290.048

Annual Energy consumption per Guest Day

18,00 16,00 14,00 12,00 10,00

8,00 15,50 15,17 15,37

KWhGuest / Day 14,62 6,00 4,00 2,00 0,00 BASELINE YEAR 15,50 PREVIOUS SEASON 2017 15,17 CURRENT SEASON 2018 15,37 NEXT YEAR TARGET 2019 14,62

04 | ENVIROMENTAL DIMENSION

ENERGY INDICATOR

Energy Consumption per Source 2018 (KWh)

300 42.350

Electric Power (KWh) Gas (KWh)

Petroleum (Kwh)

1.079.513

ENERGY INDICATOR

Monthly Energy Consumption

350.000

300.000

250.000

200.000 KWh 150.000 289.810 306.750 247.890 258.770 100.000

50.000 0 18.943 0 0 APR MAY JUN JUL AUG SEPT OCT CURRENT SEASON 2018 0 18.943 247.890 289.810 306.750 258.770 0

Monthly Energy Consumption per Guest Day

25,00

20,00 19,98 17,41 15,89 15,00 15,33 13,56

KWh KWh Guest/ Day 10,00

5,00

0,00 0,00 0,00 APR MAY JUN JUL AUG SEPT OCT CURRENT SEASON 2018 0,00 19,98 17,41 15,33 13,56 15,89 0,00

04 | ENVIROMENTAL DIMENSION

ENERGY INDICATOR

ENERGY ASSESMENT

199183,93 270441,28 Airconditioning

56108,15 Lightning

Kitchen and Laudry Equipment Warm Water 283907,24 Boilers 312522,40 Maintenance

The main energy consuming consumption sources in a hotel are: • cooling rooms, • lighting, • hot water use and other energy consuming activities by guests, • preparing meals • swimming pool, • maintenance The relative importance of the different energy end-uses is described as follows: Air conditioning (heating/cooling, ventilation) is the largest single end-user of energy in hotels, accounting for approximately 50% of the total consumption. Hot water usage is the second largest user, accounting for up to 20% of the total energy demand. Such as catering and laundry also account for a considerable share of energy consumption, (15%). 10% per cent is used for lighting.

WATER have a good return on investment and have a Water scarcity is a recognized global problem, neutral or positive impact on the guest with demand for water projected to exceed supply experience. by 40% by 2030. Plan, Implement, and Monitor The implementation of a sustainable tourism Creating a plan that details the hotel water use development is directly linked with the availability profile and identifies the targeted areas for of water resources in the local area and their efficiency improvements in those uses along with management. Water quality and availability are expected costs and benefits will help guide considered to be a major sustainability risk that is implementation. After the selected efficiency being addressed through the implementation of measures are put into action, it is important to appropriate short and long-term policies. monitor changes in water use The quality of water is monitored in cooperation with accredited laboratories. At the same time, WATER SAVING MEASURES continuous efforts are made to reduce water A series of water-saving measures have been needs applied, based on best available practices that Grecotel following all the national and focus on consumption monitoring (e.g. leak international legislation ensure that the source of control, improved efficiency), including the water does not affect the local supply or local educational programs for visitors. Below you can environment in any way. see the most important actions taken in order to All waste water, including rain water are disposed reduce the Water consumption per area of in a controlled way in order to protect areas lying outside the boundaries of a property from Bathrooms becoming contaminated by water, chemicals, • Flow restrictors to showers, taps and pollutants, effluent and other materials. flushes • Maintenance Measure Water Use The first step was to start measuring water Laundry consumption and set some tangible targets. It’s • Run the washing machine only with a full vital to know our start point (baseline year) and load. find out how much water is consumed and how it • Check regularly for leaking dump valves, is divided among the various uses such as in the ensure that all water inlet valves are guest rooms and common areas. closing properly and check that level controls on water reuse tanks are working Identify, Evaluate, and Select Efficiency properly Measures • Use the correct amount of soap to load Precise and extensive measurements reveal size so extra rinsing is not required. opportunities for reducing water use and provide the foundation for developing a strategy. It is • Ensure that the water flow rates are important to evaluate and rank the various options adjusted to the manufacturer’s in terms of cost-effectiveness and qualitative recommended setting factors such as the impact on the guest • When buying washing machines, look out experience. Ideally, the selected measures will for a good water consumption rating

04 | ENVIROMENTAL DIMENSION

Where outsourced, ask your supplier what procedures they have in place to reduce water Housekeeping and energy use • Procedures in place and training to inform

housekeeping on how they can reduce Swimming pools water use. Swimming pool can increase fresh water • Adhere to hotel reuse linen/towel consumption up to 10%. These steps will help program to reduce laundry. ensure no water is wasted. • Make sure linen/towel changing cards and other water conservation cards are • Conduct regular maintenance to prevent in place for guests to find and easily leaks. Checking for leaks is best done by read. reading water meters last thing at night • Minimize water use during the room and first thing in the morning cleaning wherever possible. • Backwash the swimming pool every two • Turn off the tap during cleaning if not to three days rather than daily. being used for cleaning purposes.

• Push-button showers by the pool to • Flush the toilet only when necessary reduce water use during cleaning. • Report leaking faucets and showerheads to maintenance immediately. Watering • Report running toilets and toilets that Casa Marron hotel is located on an area of flush poorly or have other issues approximately 70 acres, of which about 17% is occupied by gardens. About 13% is covered with Promote Customers Participation / natural turf while the remaining 4% consists of Awareness flowering plants and various trees. We give the opportunity to our guests to reduce To cover the hotel's gardening needs in the hotel, the water consumption stalled pipes and pop ups with mp rotators are • Turn off the tap when you brush your used. teeth – this can save 6 litres of water per The hotel is divided into 4 zones and each living is minute. controlled by its own program. Start times are • We have place a systern displacement different, with the first starting at 21:15 and last device in your toilet cistern to reduce the stopping at 6:30 at dawn. Starting time varies volume of water used in each flush. regularly depending on differences in external Take a shorter shower. Shower can use conditions (temperature, air and sunshine) anything between 6 and 45 litres per For Gardening purposes Irrigation water is used minute

• Follow our washing towels policy. It is Kitchens our policy to change linen every 3 days. • Taps in kitchens should have a maximum Should you wish for your linen to be flow of 10 litres per minute changed more frequently, please let us • Only use dishwashers on full load know by placing the blue card on the

pillow in the morning • Give for washing only the really Promote Employees Participation / Awareness necessary clothes • Avoid filling the bathtub with water Strategies to improve water savings will require whenever you want to take a bath. It’s staff participation to be successful. We have preferable to take a shower and install Communicate the management’s commitment to water saving shower heads. water reduction and the subsequent objectives • Check faucets and pipes for leaks and goals to all employees regularly. A small drip from a worn Keeping staff informed of water savings efforts, faucet washer can waste many Litters of asking them to share ideas and take leadership, water daily and ensuring staff feel invested in and • Check the water flow in every tap. Make responsible for reaching efficiency goals help sure it’s not too high. If you install flow maximize the impact of efforts. restrictors, can save approximately half of the water you use.

04 | ENVIROMENTAL DIMENSION

WATER INDICATOR

Annual Water Consumption

70000

60000

50000

Lt 40000

30000 62374 64595 62.374 61288,5

20000

10000

0 BASELINE YEAR 2018 62374 PREVIOUS SEASON 2017 64595 CURRENT SEASON 2018 62.374 NEXT YEAR TARGET 2019 61288,5

Annual Water Consumption per Guest Day

0,90 0,80 0,70 0,60 0,50 0,85 0,85 0,40 0,76 Lt Lt Guest / Day 0,69 0,30 0,20 0,10 0,00 Annual Water consumption per accomodation (Lt/accomodation) BASELINE YEAR 2018 0,85 PREVIOUS SEASON 2017 0,76 CURRENT SEASON 2018 0,85 NEXT YEAR TARGET 2019 0,69

• Calculating the water used per guest per night by dividing the total water consumed in guest rooms by the number of guests for that month gives a clearer image regarding the real consumption of the hotel. The Total Consumption has been decreasing the last years.

WATER INDICATOR

Water Consumption per Source 2018 (Lt)

Irrigation (m3) Municipal (m3)

62.374

04 | ENVIROMENTAL DIMENSION

WATER INDICATOR

Annual Water Consumption

20000 18000 16000 14000 12000 10000 Lt 17274 8000 15624 14086 6000 13313 4000 2000 2077 0 MAY JUN JUL AUG SEPT CURRENT SEASON 2018 2077 13313 15624 17274 14086

Monthly Water Consumption per Guest Day

2,50 2,19 2,00

1,50

1,00 0,94

Lt Lt Guest / Day 0,83 0,87 0,50 0,76

0,00 MAY JUN JUL AUG SEPT CURRENT SEASON 2018 2,19 0,94 0,83 0,76 0,87

WATER INDICATOR

WATER ASSESMENT

1247,48

1871,22 Guest Rooms 3118,70 15593,50 F&B (inc. Kitchen)

Gardens

Laundry 9356,10 31187,00 Restrooms and public toilets

Rest (HVAC, Pools etc)

The main water consuming activities in a hotel are: • Guest Rooms (20%) • Kitchen (20%) • Laundry (5%) • Gardens (50%) • Restrooms & public toilets (5%)

04 | ENVIROMENTAL DIMENSION

WASTE - RECYCLING Control of pollution of natural resources In Casa Marron Hotel understand the importance • The hotel’s liquid waste is treated in of waste management and its effect on the the local wastewater treatment environment. We are committed to minimizing plant of the Municipality waste production by employing Reduction, • Regular chemical and microbiological training, and Recycling techniques at every stage analyses of water (drinking water, sea & of our operation. We are committed to ensuring pool water) are conducted by a certified that all operations and activities are fully compliant laboratory. with all current waste management policy. • All cleaning agents and detergents are We aim to reduce the amount of waste we create selected according to environmentally to as little as possible. Some waste is friendly standards regarding their unavoidable, but we can still make a positive composition, packaging and usage. difference to the environment. The integrated • All the refrigerant substances used in waste management system has been designed on the hotel are ozone friendly (compliant the principles of waste reduction, reuse and with the international legislation) recycling. Waste is separated into the following • We implement the HACCP and the ISO types: paper, plastic, glass, used oil, batteries, 22000 food and hygiene safety cartridges management system. Grecotel is committed to the sustainable WASTE MANAGEMENT MEASURES management of our operations in a way that • Recycle glass, plastic, papers, lamps, reverses land degradation while protecting and electrical devices preserving the ecologically important habitats • In Grecotel we separate waste according surrounding the existing and future sites to local authority guidance. Separate The sea, apart from a significant tourism asset, Bins: In order to recycle aluminum cans, particularly important for Greece, is a key glass bottles, separate bins could be natural resources provider and a major carbon made available in the kitchen and bar so sink contributing to the mitigation of climate that these items can be easily recycled. change. The coastal areas support numerous • Soap Dispensers: Refillable liquid soap human activities vital for the development and dispensers are used in the public toilettes the coherence of human societies and in the kitchens instead of soap bars. This minimizes waste by not needing to Promote Customers Participation throw away used soap bars Customers can help the Waste management plan • We return : glass bottles for water, beer, by: keep saving our environment by always using soft drinks, wine, plastic water bottles, the recycle bins pallets, beer barrels etc • All quantities are reported annually Promote Employees Participation Employees are required to:

• become familiar with the type of waste • Employ effective waste management and their appropriate handling and practices to identify the most efficient disposal methods, and methods to reduce the production of • adopt the procedures for waste waste. separation using the correct color-coded • Manage the process to ensure bags and bins. compliance with best practice. • Through training and support, ensure that Objectives all staff are aware of their responsibilities • Categorization of the different types of under Grecotel environmental policy and waste how compliance can be achieved and • Identify areas of waste production maintained. throughout the hotels.

04 | ENVIROMENTAL DIMENSION

WASTE AND RECYCLING INDICATOR

Annual Recycling Records

45.000 40.000 35.000 30.000

Kg 25.000 20.000 40.005 15.000 27.413 27.413 28.572 10.000 5.000 0 BASELINE YEAR 2018 27.413 PREVIOUS SEASON 2017 40.005 CURRENT SEASON 2018 27.413 NEXT YEAR TARGET 2019 28.572

Recycling per material

873 1.000

6 Cooked Oil (Kg) Glass (Kg) Plastic (Kg) 11.840 12.000 Paper (Kg) Batteries(Kg) Ink Cartridges (Kg) Lamps (Kg) 1.694

We recycle: paper, plastic, glass, batteries, electronic equipment, used cooking oil

HAZARDOUS SUBSTANCES USAGE

The environment is totally affected by the hazardous substances. Casa Marron keeps a list of all hazardous substances used (e.g. chemicals, hazardous materials, light bulbs, batteries, ink/toner cartridges etc.) All hazardous substances are used safely according to the manufacturer instructions and are stored safely, in line with national and international standards. Chemical are disposed safely, in line with national and international standards and collected by a fully licensed contractor The usage of chemicals is limited and only from special trained staff members All the employees who handle any chemical products and substances receive an annual training regarding the Correct use of the chemicals (quantity, required Personal protective equipment) and the Possible harmful effects

04 | ENVIROMENTAL DIMENSION

CHEMICAL USE INDICATOR

Annual Cleaning Chemicals

12000

10000

8000 Lt 6000 11.032 10280 10.280 9.140 4000

2000

0 BASELINE YEAR 2018 10280 PREVIOUS SEASON 2017 9.140 CURRENT SEASON 2018 10.280 NEXT YEAR TARGET 2019 11.032

Annual chemical used in swimming pools

14000

12000

10000

8000 Kg

6000 12.789 9910 10.289 9.910 4000

2000

0 BASELINE YEAR 2018 9910 PREVIOUS SEASON 2017 10.289 CURRENT SEASON 2018 9.910 NEXT YEAR TARGET 2019 12.789

•

ENVIROMENTAL DIMENSION

ENERGY WATER WASTE – RECYCLING CHEMICALS

Environmental Programs and Goals

TOTAL ENERGY TOTAL WATER CONSUMPTION CONSUMPTION Warehouse for storage of (ELECTRIC, GAS, (IRRIGATION AND CLEANING CHEMICALS hazardous solid waste and PETROLEUM) MUNICIPAL) Stabilization of consumption training of personnel. Reduction in consumption Reduction in consumption by 1.5% by 3%

SWIMMING POOL Overview of energy saving Overview of energy saving Start recycling used soap. CHEMICAL methods methods Stabilization of consumption

Encourage customer and - Gradual replacement of old staff to use environmental Research on alternative, Cleaning of lamps and taps / showers in rooms friendly transportation such more environmental friendly fixtures and communal toilets with as & bicycle walking to Chemicals new ones (flow reduction) nearby village and surrounding areas

Research on the use of recycled paper or other Training to all employees Gradual replacement of old Send Environmental environmental friendly, regarding energy efficient washing Machines with Questionnaire to all chlorine-free and eco- actions in their departments more efficient new models suppliers. labeled material on stationery products

Research on reuse of Send Environmental Annual measurement of gas packaging parts such as Questionnaire to all and boiler efficiency bottle caps / soap suppliers. dispensers

Gradually increase the use of energy-saving lamps in Re-check the ability to common areas (indoor create compost from Training to all employees public areas, lobby, organic kitchen, garden, restaurants, outdoor public beach. spaces).

Send Environmental Send Environmental

Questionnaire to all Questionnaire to all

suppliers. suppliers.

Training to all employees

05 | SOCIAL DIMENSION

S O C I A L D I M E N S I O N

In Grecotel we recognize Corporate Social The Human Resources Department carries out a Responsibility, significant importance within the periodic review of Grecotel's equal opportunity industry, as well as in the media and among policy and monitors the effects and the consumers application of this policy across the company. We regard direct or indirect discrimination, victimization and harassment as a serious EMPLOYEES matter. Employees who fail to comply with this The main concern of Grecotel all these decades is policy will be subject to the Company’s the uninterrupted support of the Company for the disciplinary procedure. All breaches of this professional and personal development of all policy will be regarded as serious disciplinary employees, but also to make them contributors to matters and will, if there has been victimization, the overall vision of Grecotel. Indicative benefits of intentional discrimination or deliberate Grecotel for its staff are the blood bank, harassment be regarded as potential gross continuous performance management through misconduct leading to summary dismissal. training and development programs, trips abroad, Grecotel recognizes that misunderstandings can residence for staff, bonus program, special rates arise where people of a different sex, interests when staying in company's hotels and providing and cultures work together. Any employee who loans. believes that he or she is being treated in a way All our employees receive extensive training in that is contrary to this policy should raise the order to develop their skills and take an active role issue with their Department Manager. If an in promoting a culture of contribution to employee feels that it is inappropriate to sustainable development. Our employment approach their Department Manager he or she policies promote an inspiring, safe and secure may contact the Human Resources Department. working environment for all, safeguarding equality

and eliminating discrimination based on gender, During 2017, there were 2 cases of guests injuries religion, nationality or sexual orientation. and three cases of illness. Our main goal for 2016 is to minimize to zero all these incidents. We also • A mentor is taking care every new complete the construction of our health and safety member handbook that became a general prototype in • We provide them with three Grecotel hotels and resort different handbooks which explains in Human Rights We support and respect the details all the aspects of their profession. protection of internationally proclaimed human • Weekly food Programme, rights; Breakfast, Lunch, Dinner All employees are responsible for complying • Separate closets and staff toilets with social policy and for ensuring that the • We provide opportunities to standards of behavior required by the company develop new skills, e.g. languages are observed by: courses, winology, barista training, butler • Treating others on their merits and service disassociating themselves from any • Involve staff in hotel operations form of direct or indirect discrimination, and invite their comments regarding victimization or harassment. improvements. • Bringing to the attention of their • Encourage seasonal staff to Department Manager any suspected return next year, working practice in breach of this policy. • Untypical benefits such as flexible And hours, job sharing, pensions, free transfer • Working together to promote a by hotels bus, blood donation, medical harmonious working environment free insurance. from discrimination, harassment and • Increase the feeling that they bullying. belong to one of the best hotels in Europe • Any employee who violates any of the and this is a huge plus in their CV. company’s rules or fails to perform to the satisfaction of this Hotel will be subject to Health and Safety discipline. Casa Marron always tries to Casa Marron puts the same emphasis on guest provide the same opportunities to each safety as it does on its team members. We human and stands on that by all means. undertake comprehensive risk assessments – following the national and international standards Creating new job opportunities – our purpose is to identify the like hood and the The implementation of a sustainable tourism severity of all risks in any place in the hotel – and business model creates new jobs and business then we put out risk reduction plan. opportunities due to its direct links with most of We are always trying to be equipped with all the sectors of the local economy. necessary safety tools and signage, we carry out frequent quality checks from internal and external Equal opportunities cooperators such TUI Safety control, SGS, Travel In Casa Marron everyone is equal. Any illegal life, Grecotel safety team. discrimination based on factors such as race, color, creed, national origin, gender, age, disability

05 | SOCIAL DIMENSION

or handicap, including illegal harassment, is PARTNERSHIPS AND DONATIONS strictly prohibited. PARTNER WITH «The Smile of the Child» «THE A separate harassment policy is included in this SMILE OF THE CHILD» is a non-profit voluntary handbook. Organisation. It is based on sentiment and Casa Marron employed 167 employees in 2018. emotions, but it goes beyond that and turns This number is divided almost equally to male (89) everything it represents into actions. As its main and female (78). The majority of employees are objective, the Organisation deals with the daily locals from Lakopetra, Kato Achaia and Patras. 6 problems children encounter. people are from foreign countries and the rest are The Organisation’s main concern is defending Greeks. children's rights, not just on paper but in practice as well, providing services to children on a 24- • We invest in youth! 37 colleagues 18-29 hour, 7 days a week, 365 days a year-basis, years old working for their physical, mental, and • We trust the middle age! 39 colleagues psychological stability. 30-39 years old “The Smile of the Child” cooperates closely with • We learn from the experienced ones! 47 state authorities (Police, the General Attorney’s colleagues 40-49 years old Office, hospitals etc.) but also with all responsible • We respect the older! 44 colleagues 50- individuals wishing to contribute to alleviating 64 years old issues affecting children. • The management team consists from 11 As a voluntary Organisation, “The Smile of the people which 4 of them are women Child” supports all relevant institutions so as to promote their efficiency in handling children’s Training development and principles issues. All our employees receive training to familiarize them with the company’s core values and code of LOCAL COMMUNITY conduct and attend thorough training programs in Casa Marron growth is directly linked to the order to develop their skills and enhance their prosperity of the destination. Contributing career opportunities. significantly to the local economy and supporting All our associates receive our policies and they regional development is a key priority. are asked to follow the same principles • We effectively support the needs of the local community and implement initiatives Accomplishments youth careers accordingly Casa Marron always protects and invest in young • Our impact on the local and wider people from local tourism schools, we are community is understood and nurtured. recognized for our exemplary practices in • Dialogue with local communities is corporate school practice and responsibility. Every encouraged for mutual benefit. year we give the opportunity to the best students Sustainable tourism creates the necessary to succeed as professionals in other Grecotel momentum for the continuous, inclusive and hotel sustainable economic development of Crete. It creates links with agriculture and service- providing sectors and stimulates the development of key infrastructure (road construction, upgrade

of airport facilities) and the provision of financial concerned, the important factor of product services from which the local economy as a whole transportation should always be considered, from can benefit. The revenue generated by the the point of view of both air pollution and fuel increase in tourist arrivals in the region has a consumption (non-renewable sources of energy) positive direct impact on a wide range of during transportation economic sectors incorporated in the tourism Priority should be given to recyclable and value chain. The positive impact from tourism returnable products as well as those from recycled growth on income and employment in the local materials (mostly paper, aluminum, glass, plastic) community is multiplied, creating a vibrant local without excessive multiple economy. The company applies a policy of preference for hiring locally in 2016, Purchase Policy approximately 35% of our associates at In general, preference is given, wherever managerial level, including junior & middle possible, to the purchase of products in bulk and management, were hired by nearby areas. re-useable or returnable packages. This practice The local people can use the facilities of the reduces both the cost and the useless packaging promises with specific cost / charge provided the that ends up as waste. The purchase of items availability of the resources. such as disposable cocktail decorations, breakfast portions, glasses, etc. is to be avoided and, Promote and Participate in local activities. wherever their use is necessary, biodegradable Source Locally products are preferred. Among the artificial and “Buy locally is crucial, enabling local communities chemical products of everyday use, preference is to benefit from tourism” given to those with the least damaging effects on We strongly believe that every purchase must the environment and human health. cover a real need of the hotel The use of materials containing substances We mentor our local suppliers so they quickly dangerous to public health and the environment become part of our regular supply chain and our (such as organic solvents, asbestos, lead, philosophy, In any negotiation with the supplying polyurethane, etc.) should be avoided in the company, we inform them about our construction of buildings, manufacturing of environmental policy and we ask them to inform furniture, insulation & decoration during us about the various environmental-friendly renovations products on offer. CLIENTS We give priority to products from the local Guest satisfaction markets, provided that they meet the We believe that the satisfaction, security, safety requirements and basic needs of the company. As and open dialogue with our clients, is absolutely far as the final decision on any purchase is necessary and desirable. Client Satisfaction

05 | SOCIAL DIMENSION

SOCIAL INDICATOR

Employees Rate

Men 78 Women 89

Employees Rate

Greeks Foreigners

161

•

SOCIAL INDICATOR

Employees Rate

Locals Not Locals

129

Total employees

200 180 160 140 120 100 175 80 167 167 60 132 40 20 0 BASELINE YEAR 2018 167 PREVIOUS SEASON 2017 132 CURRENT SEASON 2018 167 NEXT YEAR TARGET 2019 175

•

05 | SOCIAL DIMENSION

06 | ECONOMICAL DIMENSION

E C O N O M I C D I M E N S I O N

Economic dimension refers to the way in which the interested parties, including our the company organizes its position in the associates, guests, hotel owners and local marketplace to actively develop its sustainable communities. We continue to drive meaningful profile by using its economic stability and results benefitting youth, global diversity and profitability for continuous improvement. Our inclusion, health and wellness, responsible long-standing commitment to responsible sourcing and support for human rights. business helps to create opportunities for all

06 | ECONOMICAL DIMENSION

ECONOMIC INDICATORS

Annual Guest Days

100.000 90.000 80.000 70.000 60.000 50.000 88.267 40.000 85.533 73.000 73.000 30.000 20.000 10.000 0 Annual Guest Days BASELINE YEAR 2018 73.000 PREVIOUS SEASON 2017 85.533 CURRENT SEASON 2018 73.000 NEXT YEAR TARGET 2019 88.267

2018 Guest Days per month

25.000 22.626 20.000 18.906 16.283 15.000 14.237

10.000 Guest Days

5.000

948 0 MAY JUN JUL AUG SEPT CURRENT SEASON 2018 948 14.237 18.906 22.626 16.283

The majority of our guests in 2018 came from Europe (50.45% from Greece, 32.17% from Europe, 0.37% from Americas and 17.01% from the rest of World for instance Russia). The occupancy rate was almost 78% during the Season 2018. August reached 98%.

07 | ANNEX

A N N E X

07 | ANNEX

MESSAGE FROM THE MANAGER

We, at Grecotel, undertake our leadership role with a true sense of awareness and deep appreciation of our responsibilities, and we reciprocate the trust society has placed in us with tangible and substantive support for numerous programs and activities. We provide you a safe and friendly hotel experience where sustainability is key: operating with minimum environmental impact, raising environmental awareness, supporting local initiatives, buying locally, promoting culture and education, exhibiting sensitivity for vulnerable groups, improving regional and international health and social living conditions, and serving as an employer of choice. The following policies are based on international standards, management and operational procedures. We share these polices to help you become familiar with the ways in which we promote the safe enjoyment of our hotel facilities.

Quality Policy

Grecotel recognizes that a robust quality management system offers benefits to all concerned, both internally and externally. Service quality is understood to be a tool for satisfying client expectations at the highest level of standards. We at Grecotel:

• Comply with the current national and international legal framework and regulatory requirements. • Identify and understand our guests’ expectations, measure perceptions, and implement changes to increase satisfaction. The effectiveness of our services and guest satisfaction is monitored through our guest questionnaires, tour operators’ feedback and management/ staff meetings and auditing control reviews. • Deliver on-time qualitative products, systems and services that meet or exceed our guests’ expectations. • Improve our employees’ skills and motivation through regular training in quality, hygiene and food safety practices. • Embed social responsibility and company ethics policies in our business practices. • Assure the quality and safety of our supplies. • Improve operational performance along the value chain from suppliers to guests. • Implement a continual improvement quality system with audited measurable objectives for guest services. • Generate environmental awareness of hotel employees to leave a cleaner, healthier, and safe environment for the next generation.

Our Quality Assurance Department sets standards and measurement methods for guest satisfaction. The General Manager is responsible for the implementation of the hotel’s quality system and establishes the sustainable development philosophy underpinning the continuous improvement process. Employees at all levels apply the principles in their everyday activities. Employees are guest satisfaction focused and exercise leadership with the aid of such tools as guest comments, weekly walkthrough inspections and health- and-safety-at-work regulations.

Health and Safety Policy

Grecotel is committed to ensuring the health and safety of all persons including employees and guests. We take all reasonable and practical steps to improve work safety conditions and strive to uphold the core values of safety, knowledge, integrity and leadership in order to achieve our goal of zero accidents. We at Grecotel:

• Comply with all health and safety legislation, acts, regulations, codes of practice and other guidelines. • Ensure all managers are directly responsible and accountable for the health, safety and welfare of their employees and always provide them with the necessary resources. • Provide personal protective equipment and clothing for safe working conditions. • Provide appropriate Health and Safety Training to involved parties. • Maintain relevant procedures, systems, information, training, recognition programs, and organizational structures to support and communicate effective health and safety practices throughout the hotel. • Establish clear targets and objectives to improve health and safety. • Effectively disseminate health and safety information and standards to all employees as part of each business unit’s consultative process. • Employees attend all training and read all information distributed. They follow the rules and safety systems of the workplace, including those governing the use of any required personal protective equipment/clothing. • Cultivate and maintain a positive safety culture through the active participation, consultation and cooperation of all employees and guests in promoting and developing measures for the improvement of health and safety for all. • Actively respond to and investigate all incidents and ensure that injured employees are able to return to their job as rapidly as possible through equitable claims management and rehabilitation practices.

Grecotel implements and maintains these systems, standards, policies and procedures. These standards are monitored regularly to ensure their integrity and effectiveness and to facilitate continuous improvement.

07 | ANNEX

Environmental Policy Statement

Grecotel pursues sustainable development processes for economic prosperity, the reduction of social inequalities and the restoration of the planet's environmental sustainability. Systematic improvement is one of our main goals. Grecotel has introduced environmental programs in all hotels with the aim of minimizing our environmental footprint. Our goal is to provide high quality services which respect the environment and the local communities. Grecotel contributes to the protection of the environment in the following ways:

• Systematically sets higher goals and evaluates their success with ever higher standards. • Adopts 13 of the 17 UN sustainable development goals. • Ensures the implementation of existing environmental legislation. • Forms and implements environmental programs throughout the whole range of its activities and writes sustainability reports on an annual basis. • Systematically improves its environmental behavior based on annual measurements and controls and sets new targets for further improvement. • Monitors environmental noise, energy, water, and waste measurements and regularly performs environmental audits. • Ensures environmental awareness of all stakeholders including guests, employees, suppliers, and the local community. • Maintains for its employees a systematic educational program on environmental projects and encourages them to participate actively. • Innovates in management with modern operating methods and practices. • Uses natural products and supports the primary sector by preferring local and recycled products. • Supports international and national environmental organizations and NGOs. • Designs and implements construction and renovation building projects of buildings, where nature prevails. • Undertakes actions to protect the landscape, wildlife and historical monuments. • Informs and ensures the observance of human rights in all hotel processes and procedures. • Strengthens and supports the local communities.

Organizationally, Grecotel’s Environmental Manager formulates the implementation plans for all the Environmental Programs and communicates these to all employees and guests. All Hotel Managers are committed to supporting the implementation plans by providing all necessary means for their proper operation and continual improvement. Furthermore, each hotel there is a dedicated Green Team responsible for ensuring the implementation of environmental measurements and initiatives. Ultimately, all employees are responsible for the promotion, support and implementation of the Environmental Programs in their daily activities.

Children Rights Policy

At Grecotel, we hold ourselves responsible for the active safeguarding of children from all forms of mistreatment or abuse, from physical neglect through to emotional or sexual or exploitation. We support and respect the protection of human rights throughout the company’s sphere of influence, including standing against human trafficking and the exploitation of children. We publish our Children’s Rights Policy and provide training for all our employees on human rights, including the protection of children. Grecotel is committed to:

• Respecting and endorsing children's rights and takes all necessary measures to protect children against all types of exploitation. • Adopting preventive measures to stopping the planning or circulation of tourist programs which promote or encourage sexual contact with minors. • Establishing a Grecotel Group ethical policy against the commercial sexual exploitation of minors. • Reporting all suspicious cases involving children to the authorities, the local police and child protection agencies. • Providing our staff with training on child protection. All our employees are trained to handle such cases while we take strong actions to ensure that children’s best interests are ensured. • Supporting all kinds of organizations and activities for the protection of children, such as “THE SMILE OF THE CHILD” a Hellenic voluntary, non-profit child welfare organization actively involved in activities to raise public awareness about the prevention of violence against children. • Providing information to guests through informative material and our portal. • Reporting annually on the progress made towards achieving the above implementation of the targets.

All persons who do not comply with these rules, and ignore warnings given by hotel management, shall be expelled from the hotel. According to the offence, the General Manager may notify the law enforcement authorities. All employees must adopt this policy and show determination and support for its implementation.

07 | ANNEX

Corporate and Social Responsibility Policy

In Grecotel we champion the importance of Corporate Social Responsibility in the hospitality industry. The Policy sets our social priorities and principles.

We are committed to: • Operating in accordance with CSR strategy and Continuous improvement. • Encouraging our business partners to reach company's standards. • Complying with all relevant national and international rules and regulations for the implementation of best practices in all our operations. Ethical Business Conduct in order to ensure: • Fair treatment of all employees and clients. • Transparency of our business policies and practices. • High standards relating to health and safety in the working environment. • Ethical business practices throughout our operations. Human Rights • Support and respect the protection of internationally proclaimed human rights. • Encourage vendors to actively to observe international human rights norms. Animal Rights • Support initiatives to help preserve and protect our natural heritage though participation in such programs as the WWF protection of the Caretta-Caretta at our beaches. Impact on Society • Our awareness of the local and wider community is a given and is nurtured. • We effectively support the needs of the local community. • Dialogue with local communities is encouraged as mutually beneficial. • Respect the local culture, traditions and intellectual property rights. Equal Opportunities Employer • Provide equal opportunities to all employees and job applicants. • No job applicant shall receive less favorable treatment on the grounds of sex, age, marital status, sexual orientation, race, color, religion or belief, nationality, ethnic or national origin. • No discrimination relating to employees and job applicants for any reason (such as special needs or part time or short-term status) without full and proper justification. Child Protection Policy • Promote human rights, and in particular children's rights by training employees and providing information to guests. • Reject, eradicate and condemn any form of human exploitation, especially that of a sexual nature, particularly when this involves minors. • Grecotel does not utilize or promote child labor.

Purchase Policy

Purchasing decisions can have a significant environmental, social and financial impact. Responsible procurement (or sustainable/ responsible purchasing) is a process by which environmental, social and ethical considerations are considered when making a purchasing decision. Grecotel considers the following parameters:

• Whether a purchase is necessary: Every purchase must cover a real need of the hotel whilst considering the hotel category. • The type of materials and products used: Priority should be given to recyclable and returnable products as well as to those from recycled materials, mostly paper, aluminum, glass, plastic. Avoid excessive multiple packaging because the more complex a product is, the more materials are used in its production and the more waste is disposed of into the environment. • Under what conditions they have been manufactured. • How far they have travelled: Product transportation is always an important factor to be considered, as it contributes to air pollution and fuel consumption, and the use of non- renewable sources of energy. • The packaging components: Purchase of products in bulk with re-useable, recyclable or returnable packages. This practice reduces both the cost and the impractical packaging that ends up as waste. • Product disposal: Among the artificial and chemical products of everyday use, preference is given to those with the least damaging effects on the environment and human health.

Priority will be given to products from local markets, progressively from a municipal, regional to state level, provided that they meet the basic standards and needs of Grecotel. Regarding the purchase of equipment, priority is given to the products that consume less water, energy and fuel and do not contain CFCs. Our environmental-friendly specifications are developed by Grecotel’s Environmental Department in cooperation with the Purchasing Department on the basis of specific European Union and international regulations, and the latest scientific research and innovation.

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Grecotel is committed to the highest standards of personal data protection because we strongly believe that only by doing so can we win and maintain the trust placed in us by all those we work with and serve. We take a comprehensive approach towards achieving this goal and involve all departments in diligently developing, adapting and improving the strongest technical and organizational measures towards that end. We at Grecotel:

• Design our policies and processes for the collection and processing of personal data so as to fully comply with national legislation and the EU General Data Protection Regulation. • Provide detailed, targeted personal data protection policies for employees, business partners and guests and these are available to them at all times. • Continually revise and improve these policies and processes. • Design our policies to easily fully inform every one of their freedoms and rights over how their personal data is used and of the privacy practices we implement. Our policies are available on all Grecotel sites. • Take measures to engage those trusting us with their personal data to actively signal their consent with opt-in statements wherever these are appropriate. Other such measures include the addition of privacy terms in all our forms and contracts that have to do with the processing of personal data. • Periodically engage our employees in awareness and training programs to create a strong data protection culture at all levels.

Our Data Privacy Officer leads a team of internal and external experts in continually updating and improving our technical and organizational privacy policies and procedures. We draw upon the feedback and experience of employees, business partners and guests, as well as the most recent changes in European and National privacy legislation.

Complaints Policy

Grecotel is committed to maintaining its responsiveness to the needs and concerns of its guests in order to deliver high quality professional services. Grecotel follows the guiding principles of effective complaints handling:

• The Complaints Handling Policy is available on the Grecotel portal. • The Policy is accessible to all partners, employees and clients. It is easy to understand and includes details on submitting and resolving complaints. • Receipt of each complaint is acknowledged to the complainant. Complaints will be handled in an effective and efficient manner. Throughout the complaint-handling process complainants are be notified of the progress of the complaint handling. • Each complaint is dealt with in an equitable, objective and unbiased manner through the complaints handling process. • There are no charges complaint submission. • Personal information concerning the complainant, in compliance with our strict Privacy Policy standards, is actively protected from disclosure unless the complainant expressly consents to its disclosure. • Partners and employees are committed to the efficient and fair resolution of complaints. We actively solicit feedback from our guests on a regular basis and acknowledge each guest’s right to complain. • All partners and employees accept responsibility for effective complaints handling. • Our complaints handling process is reviewed periodically -at least annually- by our Quality Assurance Department to enhance the efficiency of service delivery.

Complaints are examined by the Complaints Officer on a quarterly basis for the identification of systemic or recurring problems. If such problems are identified, the company will consider actions to be taken to address these challenges. Wherever appropriate, the Complaints Officer will ensure that issues raised in the complaints handling process are reflected in employee performance evaluations.

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