Responsible Business Report Message from the President & CEO

2013 Responsible Business Report Message from the President & CEO...... 1 About Rezidor...... 2 Highlights 2013...... 3 Materiality & Stakeholders...... 4 Organisation and Governance...... 8 Pillar 1 – Think Planet Minimising our Environmental Footprint...... 9 Pillar 2 – Think People Health and Safety of our Guests and Employees...... 20 Pillar 3 – Think Together Business Ethics and Community Action...... 27 Summary of Progress...... 33 Contents Scope and Boundaries Appendices: of this Report – 232 Eco-labelled hotels...... 35 – GRI Standard Disclosures Table...... 37 The Rezidor 2013 Responsible Business – Global Compace Compliance...... 39 Report describes the most relevant sustainability aspects of our operations, not the full – Responsible Business Timeline...... 40 range of our actions and data. The information in this report refers to the year 2013 unless otherwise stated. Unless otherwise indicated, achievements mentioned in this report cover all hotels which are managed, leased or franchised by the Think Planet: Rezidor Hotel Group. This includes 337 properties which were in operation on 31 Decem- ber 2013. For new hotels that were opened in 2013 or hotels that discontinued operations during the year, data is only reported for the months they were in operation. Rezidor has limited the reporting boundaries 25% to areas in which the company has full control energy savings in over data collection and information quality. Downstream impacts are generally excluded as we do not currently have reliable tools to measure their effect. 5 years Financial data presented in our Responsible Business Report is derived from audited annual accounts. For all external reporting, currencies have been converted to euros (EUR). Our finan- Think People: cial reporting accounting principles and cur- rency conversion rates are stated in Rezidor’s 2013 Annual Report. The Responsible Business Report has not been independently reviewed by auditors or 65% any other third party. employees trained in new Responsible Business course Think Together: 10th anniversary Responsible Business Action Month II Message from the President & CEO

Raising Responsible Business to the next level

Thank you for your interest in Rezidor and our Responsible Business Programme!

esponsible Business has a Our growth success story would also long tradition at Rezidor and not be complete without Responsible is an essential part of our Business. We concentrate on emerging vision: We want to be per- markets like Russia/CIS and Africa where ceived as the most responsi- we take responsibility through sustainable Rble organisation – caring for our planet development and construction processes and acting in a sustainable way. Responsi- as well as through the creation of thou- ble Business is also fully embedded in our sands of jobs and through training for our 4D Strategy that was launched in 2013 and local newcomers. To further drive people focuses on Develop Talent, Delight Guests, development initiatives in emerging mar- Drive the Business, and Deliver Results. kets Rezidor became a lead partner of the The core areas of our Responsible Business Youth Career Initiative, a recognized pro- Programme perfectly align with 4D: Think gramme that offers traineeships and train- Planet – minimising our environmental ings to underprivileged youngsters. footprint; Think People – taking care of the Whether they are newcomers or long- health and safety of guests and employ- time Rezidorians: All our 35,000+ employees; and Think Together – respecting ees get involved when we celebrate our social and ethical issues in the company Responsible Business Action Month and the communities in which we operate. (RBAM) – a dedicated period where hotels Responsible Business is likewise a contribute to their local communities and strong supporter of our turnaround pro- fundraise for our corporate charity organi- gramme Route 2015 that targets an sation World Childhood Foundation. EBITDA margin uplift of 6–8 percentage September 2013 was the 10th anniversary points by the year 2015. The programme of RBAM, a big success with close to includes a set of revenue generation 700 different hotel activities! Thanks to this activities, fee-based growth, cost savings, month’s efforts and further Responsible cap utilization and asset management. In Business activities throughout the year we 2013, Route 2015 gained further momen- were able to raise EUR 690,000 for At Rezidor we tum and made good progress – the pro- Childhood and a huge number of local gramme yielded 2.6 percentage points charity causes. want to be the most improvement in EBITDA margin. Among We are proud that the US think tank innovative and Route 2015’s successful cost saving initia- Ethisphere has yet again named us a one tives is Think Planet, a group-wide ambi- of the “World’s Most Ethical Companies” – responsible hotel tious and engaging Responsible Business a prestigious award that we received each project targeting 25% of energy savings year since 2010. Such achievements company. across all hotels in 5 years. Think Planet underline and strengthen our commitment helps us to reduce utility costs (heat, light, to Responsible Business. power), and was in 2013 motivation to fur- Enjoy reading more about our 2013 ther extend our efforts and to reduce Responsible Business results and our water consumption across all our proper- plans for 2014 and beyond. ties in Europe, the Middle East and Africa. On the revenue generation side, Best regards, Responsible Business innovations like Meetings Minus Carbon – free carbon offsetting for meetings and events – demonstrate that Rezidor takes sustainability seriously, responds to customer needs and develops meaningful and attractive Wolfgang M. Neumann solutions that help building brand loyalty. President & CEO 1 Responsible Business Report 2013 Rezidor Hotel Group About Rezidor

About Rezidor

The Rezidor Hotel Group is one of the fastest growing hotel operators in the world with a presence in 69 countries.

94,800 Rooms 429Hotels 35,000 Employees 69Countries

ezidor operates the two core Franchise Agreements with Carlson, present in 69 countries and the strategy brands Radisson Blu and Park a privately held hospitality and travel is to focus its expansion in the emerging Inn by Radisson. In February company. In parallel, Rezidor terminated markets of Eastern Europe, the Middle R 2014 Rezidor added two more the partnerships with Regent Hotels & East and Africa. Our Responsible Business brands to its portfolio, Radisson Red in the Resorts and Missoni. By the end of 2013 programme is implemented in all man- upscale segment and the Quorvus the group operated 337 hotels with ca aged and leased hotels and corporate Collection targeting the luxury segment. 75,300 rooms in 56 countries. offices and strongly encouraged in fran- All four brands are developed and Rezidor’s strategy is to expand with chised properties. licensed by Rezidor in Europe, the Middle management and franchise contracts and East and Africa (“EMEA”) under Master only exceptionally with leases. Rezidor is

2 Responsible Business Report 2013 Rezidor Hotel Group Highlights 2013

Highlights 2013

2013 was an outstanding year in Rezidor’s Responsible Business journey. There were successes in all three pillars of our Responsible Business programme:

Pillar 1 Think Planet – Minimising our Environmental Footprint • Think Planet energy savings initiative reaches 4.2% energy savings per occupied room. • Proportion of eco-labelled hotels in the Group reaches 69% (232 hotels). • Meetings Minus Carbon offsets 10,000 tonnes of carbon in Carlson Rezidor hotels worldwide.

Pillar 2 Think People – Health and Safety of Guests and Employees • 85% of General Managers trained in Pro-active Leadership. • New Responsible Business training launched and 65% of all staff re-trained. • Employee satisfaction remains high at 87%. • Rezidor becomes lead partner of the Youth Career Initiative.

Pillar 3 Think Together – Social and Ethical Issues in the Company and the Community • For the fourth year in a row, Rezidor is named as one of the World’s Most Ethical Companies by the Ethisphere Institute. • 80% of Rezidor hotels participate in the Responsible Business Action Month for the community in September. EUR 690,000 is raised for local and international charities. • 250 Hotels participate in Earth Hour to generate awareness about the importance of energy savings.

The following table provides an overview of our key Responsible Business performance indicators:

Indicator 2013 2012 2011

Energy/m2 (kWh) Rezidor 281 284 289 Energy/occupied room (kWh) Rezidor 91 92 95 Water/Guest-night (litres) Rezidor 340 343 396 Waste/Guest-night (kg) Rezidor 1.96 1.84 1.94 Medallia Guest Satisfaction Environmental 8.35 8.29 8.1 Conscientiousness (max. 10) Climate Analysis Employee Satisfaction score 87 86.5 86.7 Safety Security Self-Assessment 87* 96.1 92.7

* Rezidor Leased & Managed hotels.

3 Responsible Business Report 2013 Rezidor Hotel Group Materiality & Stakeholders

Operating in a global context: Materiality & Stakeholders

Rezidor has been a signatory to the UN Global Compact since 2009. Our Responsi- ble Business Policies, strategy and activities are in line with the ten principles of the Global Compact. Striv- ing to be a successful, sustainable business requires a dedicated appreciation of the environment in which we operate. Our most significant impacts are important both for our long- term success as a company and also for our stakeholders.

Significant impact of tourism In 2012, the World Travel & Tourism Coun- cil (WTTC) estimated that the global travel industry generated over 260 million jobs (1 in 11 jobs worldwide) and contributed 9% of the global gross domestic product. In the same year the number of global travel- Making investments in green technolo- has recognised the urgent need to lers surpassed one billion. gies and the green economy will help to continuously reduce water consumption An industry of this size has a consider- reduce the impact of tourism. in our operations. We integrate the latest able impact on social, economic and envi- The tourism sector also faces risks from water-saving technologies in our new- ronmental conditions around the world. the consequences of climate change. The build hotels and during major renovations. We have identified three critical global risks are mainly linked to hotel locations, Roughly one third of the food produced impacts and trends that affect our busi- an increase in severe weather patterns, in the world for human consumption every ness and value chain: climate change, and to increasing legislative pressures year — approximately 1.3 billion tonnes — resource use, and employment. and taxation on carbon emissions. is lost or wasted. In Europe, 180 kg of food At Rezidor we recognise that we must is wasted per person per year. Global Climate Change play our part by reducing the carbon population growth projections estimate The United Nations Environmental footprint of our hotels and taking the there will be an additional 2 to 3 billion Programme (UNEP) has forecast that if the sustainable tourism route. people to feed in the world over the next tourism industry continues to operate in 40 years. This will result in a 70% increase the way it does today, energy use and Resource Use – Water and Food in demand for food by 2050. emissions will double by 2050. Water use Hotels are very resource-intensive, partic- Water and energy are critical to food will increase to 2.5 times current levels. ularly in terms of energy and water use. production, although the intensity of use Buildings are already responsible for They also impact the natural environment varies for different products. As food 30% of global energy consumption, yet through food use and waste generation. & drink represents over 30% of our most are very inefficient. Energy savings The UN has estimated that by 2050, the Group’s revenue, Rezidor recognises the of between 20 and 30% could be world’s need for drinkable water will importance of reducing waste and the achieved if commercial buildings were double and the need for fresh water for resource intensity of the food & drink designed to be more energy efficient. agriculture will increase by 80%. Rezidor supply chain.

4 Responsible Business Report 2013 Rezidor Hotel Group Materiality & Stakeholders

A Global Employer in Local Communities Workforces are increasingly global. The hospitality industry in general, and Rezidor in particular, employs people from very diverse ethnic and cultural backgrounds. With hotels in 69 countries across EMEA, Rezidor’s staff represents more than 143 different nationalities. We employ most of our staff locally. Local employment, on-the-job training and people development are important aspects of the way we do business. Extending local training and employment opportunities to disadvantaged groups in society is part of our Responsible Busi- ness programme. The wide array of countries in which we operate and the diverse backgrounds of our employees means that we must dili- gently check that we comply with local laws. We must inform our employees of their rights, ensure non-discrimination, and make sure our staff operate to the highest ethical principles wherever they are located. At Rezidor we believe diversity is an asset. We can learn from each other as a company and as individuals, develop talent worldwide, and progress further as a global workforce. Creating opportunities through employment in emerging markets

5 Responsible Business Report 2013 Rezidor Hotel Group Materiality & Stakeholders

Stakeholders and Responsible Through our daily operations and dedi- Since we created our Responsible Business Policy cated exchanges with each stakeholder Business programme in 2001, Rezidor has Rezidor has identified eight Responsible group, we continuously listen to their focused its activities on three pillars: Business stakeholder groups. We main- expectations for today and the future. tain clear commitments to each group. 1. Think Planet: Minimising our impact on (See our Responsible Business policy on Responsible Business Approach the environment. www.rezidor.com for more details.) At Rezidor, Responsible Business means 2. Think People: Taking care of the health The basis for identifying and selecting considering both our short- and long-term and safety of guests and employees. our key Responsible Business stakehold- interests, and integrating economic, envi- 3. Think Together: Respecting social and ers relates primarily to the extent we influ- ronmental and social considerations into ethical issues in the company and the ence or impact them: economically, our decision making. communities in which we operate. socially, or environmentally.

Stakeholder Responsible Business Policy

Employees We educate and facilitate our employees to make a conscious decision in favour of environmental, ethical and social issues in their work and private lives.

Customers We inform and make it easy for our guests to participate in Responsible Business activities at our hotels.

Property Owners We work together with property owners to find innovative solutions that satisfy our economic, environmental and social objectives.

Shareholders We provide shareholders and investors with timely, accurate and transparent information on Responsible Business performance, related risks and opportunities.

Suppliers We strive to purchase products that have a reduced environmental impact during their lifecycle, from suppliers that demonstrate environmental and social responsibility.

Authorities We require our managers to abide by local and international legislation, especially regarding labour laws, health and safety, human rights and the environment.

Community We take an active role in the international responsible business community, and contribute to the local communities where we operate.

Environment We do our utmost to continuously improve our performance in the areas of energy and water use, chemical and resource consumption, and waste generation. Our goal is to reduce our impact on the environment and minimise our carbon footprint.

6 Responsible Business Report 2013 Rezidor Hotel Group Materiality & Stakeholders

Memberships Carlson Rezidor Hotel Group is a member of the following organisations: Awards In 2013 our hotels were awarded with numerous local awards International Tourism Partner- for their Responsible Business Initiatives. Below we list the ship (ITP). ITP brings together key international awards for Rezidor’s Responsible Business the world’s leading international programme. hotel companies to provide a voice for environmental and social responsibility in the industry. Rezidor was • Travel Industry Club Germany one of the founding members of ITP in 2003. Carlson Best Practice Award 2013 for Think Planet Rezidor continues to play a leading role in the hospital- The Best Practice Award honours a company of the Tourism ity industry forum on responsible business. & Travel Industry which stands out from the competition with successful new products or processes. World Travel & Tourism Council (WTTC). An international organisa- • Ethisphere lists Rezidor tion of travel industry executives for the 4th consecutive which promotes global travel and year as one of the tourism. World’s Most Ethical Companies Signatory to the Code of Conduct for The World’s Most Ethical the Protection of Children from Sexual (WME) Companies designa- Exploitation in Travel and Tourism. The tion recognizes companies that truly go beyond making Code started as a project of ECPAT (End statements about doing business ethically and translate Child Prostitution, Child Pornography and those words into action. WME honourees not only promote Trafficking of Children forSexual Purposes) and is sup- ethical business standards and practices internally, they ported by the UNWTO and UNICEF. In 2004 Carlson exceed legal compliance minimums and shape future indus- was the first major North Americanhospitality com- try standards by introducing best practices today. pany to sign the Code. Together, we adhere to the Code’s principles in all of our hotels. • World Travel Market Global Award for The Box Appeal The Box Appeal has been organised by Radisson Blu and Global Compact signatory since 2009. Park Inn Hotels in the Middle East for the past six years. The principles and requirements of the Hotels appeal to the community to fill boxes with everyday Global Compact inform our Responsible items. The boxes are collected and distributed by hotel Business targets and actions. The employees to those most in need. Compact is the world’s largest voluntary corporate responsibility initiative, with over 10,000 business and other stakeholders from 140 countries. Since 2000, the Global Compact has been a strategic policy initiative for businesses which are com- mitted to aligning their operations and strategies with its Ten Principles which cover the areas of human rights, labour, environment and anti-corruption.

7 Responsible Business Report 2013 Rezidor Hotel Group Organisation and Governance

Organisation and Governance

Rezidor’s Responsible Business policy is embedded at all levels of the organisation. We combine both a top-down and bottom-up approach to ensure maximum engagement in operations and the greatest impact for the Group as a whole.

Head Office CEO and Executive Responsible Business reports to the Chief Operating Officer of Rezidor. Committee The Executive Committee is frequently updated on strategies, plans and progress.

Responsible Business Sets the Responsible Business strategy and follow-up, and ensures Department cross-departmental cooperation. The team works very closely with the Area Head Office teams.

Regions Regional Responsible There are a total of 23 Regional Responsible Business Coordinators who Business Coordinators set regional targets in line with Group strategy. They also follow-up on progress. Area Vice Presidents are closely involved.

Hotels Responsible Business Each hotel has a Responsible Business Coordinator and Responsible Coordinators Business team. The Responsible Business Coordinator and the team jointly define the Responsible Business action plans in line with both regional and Group priorities.

Radisson Blu Hotel, Maputo, Mozambique

8 Responsible Business Report 2013 Rezidor Hotel Group 25% energy savings in

5 years to Equivalent 245,000 cars off the road

Best hotel saves 4.2% With top performers less energy used per occupied room 35% for the group

Let’s use our energy to save energy

9 Responsible Business Report 2013 Rezidor Hotel Group Think Planet

Minimising our Environmental Footprint

Rezidor focuses on minimising our environmental footprint in all stages of a hotel’s lifecycle: from build or renovation, to operation.

Energy use in kWh/m2* Think Planet Energy 300 285 289 284 281 217 200 A green pioneer, Rezidor launched the 3. Think Planet investments: Testing hotel industry’s first Environmental Policy in innovative energy saving technologies 100 1989. That was followed in 2001 with the such as wireless guest-room controls. first comprehensive Responsible Business 4. LED lighting retrofit: A group-wide 0 2010 2011 2012 2013 2016 Programme. Both clearly pledged to mini- decision to fit Philips LEDs and take Target mise the Rezidor Group’s environmental advantage of the supplier’s technical Based on 247 managed and leased hotels. footprint. In 2012, Rezidor reconnected guidance. Energy use in kWh/OR* with our eco-friendly roots by launching 114 Think Planet, our ambitious energy saving 2013 Results 120 initiative. Think Planet is designed to help In 2013, Rezidor Group reduced energy 95 92 91 us reduce energy consumption by 25% use per square metre by 2.8% compared 80 71 over the next five years. to the 2011 baseline. Energy per occupied Many of our hotels have already intro- room was reduced by 4.2%. For leased 40 duced progressive, environmentally hotels the savings were 2.6% and 7%

friendly measures. In the period from respectively. 0 2007 to 2011, Rezidor hotels reduced their Excellent results have been achieved in 2010 2011 2012 2013 2016 Target energy consumption (kWh/m2) by 7.8%. some geographical areas such as Central Think Planet will help us spread these Europe (5.4% reduction in energy/m2 and Based on 247 managed and leased hotels. initiatives into all of our hotels. It also 15.7% reduction in energy/occupied room). Hotel (energy use per source)* enables us to prioritise the implementa- These results are counterbalanced by Electricity, 55% tion of energy saving investments which areas such as Russia, Middle East and District Heating, 12% will have the biggest impact. Sub-Saharan Africa where positive results District Cooling, 5% At the same time, we are faced with sig- have been slower to materialise. Weaker Natural Gas, 22% nificant increases in energy costs in many Think Planet Energy performance in these Heating Oil, 3% countries and government carbon taxa- areas (where Rezidor operates managed LPG, 4% tion. Think Planet is good for both our hotels) is largely due to lower overall business and our planet. Thanks to Think environmental awareness. This in turn * Based on 247 managed and leased hotels. Planet, Rezidor was able to reduce utility leads to lower and slower mobilisation costs (heat, light, power) by EUR 570,000. of investments. In total, 36 hotels have already reached Think Planet’s four pillars are: or exceeded their five-year Think Planet 1. Think Planet Habits: Employee aware- targets, some spectacularly! The best per- ness: in operations through back-of- formers have achieved savings above house posters, training videos and the 30% on both Think Planet key per special promotions such as a quiz. formance indicators (energy/m2 and 2. Think Planet tools: Easy to implement energy/occupied room). energy saving tools which provide a quick return on investment.

10 Responsible Business Report 2013 Rezidor Hotel Group Think Planet

Proven Successes in 2013

The biggest energy consumers in our LEDs, boiler-firing optimisation technology, monitor and measure the energy savings hotels are the systems for heating, ventila- and a new all-electric kitchen including delivered by its HVAC GEM Intelligent tion and air-conditioning (HVAC), lighting, induction cooking and variable kitchen Room Control solution. The data shows sanitary hot water and kitchens. The big- ventilation. Thanks to this winning combi- that in a 24-hour occupancy, hotels can gest savings can be made by optimising nation the hotel reduced energy use/m2 expect to reduce the energy use of HVAC the technical installations in these areas. by 33% and energy/occupied room by systems by 30 to 45%. Calculations show However, these improvements require 35.5% in 2013. that the new system will deliver a return investment. In 2013, Rezidor invested on investment (ROI) within 14 months, and over EUR 3 million in 13 integrated hotel Controlling guestrooms’ heating should save close to EUR 42,000 this year. projects which were led by energy service and cooling at the Radisson Blu companies (ESCOs). An ESCO is a busi- Hotel Cardiff Intelligent pump power: ness that develops, installs, and arranges HVAC represents the biggest energy cost Rezidor hotels in Germany install financing for projects designed to improve in any commercial building, especially in new high-efficiency pumps the energy efficiency and maintenance the 24/7 operations of hotels. Radisson After conducting an audit of the pumps 7 costs of facilities. Blu Hotel Cardiff wanted to find the best German Rezidor Hotels renewed most of Our hotels are already benefiting from HVAC management solution which had no their pump installations. The energy savings the Think Planet improvements. Some adverse impact on guest satisfaction. amount to over 250,000 kWh per year. In notable achievements include: SaveMoneyCutCarbon has run 24/7 2014 this best practice will be extended to trials over recent months at the hotel to other hotels and geographical areas. Radisson Blu Hotel Leeds leads in energy savings In one year the Radisson Blu Hotel Leeds moved from a bad performer to a switched- on leader in Think Planet energy savings. By the end of 2012, electricity and gas In 2013 Rezidor invested consumption at the hotel had increased for no apparent reason. Change came when the property’s EUR 3 million to engineer fully embraced the Think Planet ethos. An energy scan was undertaken improve energy and a number of investments in LEDs and other energy saving technologies were efficiency made. Investments included almost 600

The technical team of the Radisson Blu Resort Split demonstrating a clear Think Planet mindset.

11 Responsible Business Report 2013 Rezidor Hotel Group Think Planet

1 Radisson Blu Hotel Media City 2 Park Inn by Radisson Northampton 3 Park Inn by Radisson Hotel Pulkovskaya Chief engineer and General Manager

Leading with LED’s the hotel. “The LED light installation and engineering team started the task in 1. An energy saving winner 95% various other Think Planet initiatives have August and finished end of November. equipped with LED lights enabled the hotel to reduce its carbon The LEDs were installed in all public Radisson Blu Hotel Media City, Dubai footprint by over 1,000 tonnes of carbon areas notably in the lobby of both hotel In 2013, The Radisson Blu Hotel Media dioxide equivalents.” buildings, one of the restaurants and 21 City completed the biggest conversion to meeting rooms. The hotel is already see- LEDs with Philips Lighting Middle East at a 2. LED wave sweeps through ing good savings and confirms the return hotel at one time. Rezidor’s UK hotels on investment of 19 months will be met. In just 45 days the engineering team In 2013, 32 hotels in the UK installed LED The hotel General Manager, Atakan installed 5,200 LED lights in all guest lighting in guestroom corridors and back Turhan confirms: “We are happy we went areas, meeting Rooms, kitchens and of house. In total close to 5,800 LEDs through with the LED lighting retrofit. The entire back-of-house. This represents an were installed with a combined savings of lamps deliver savings and positively affect investment of close to EUR 75,000, with a over 3.67 million watts, resulting in an the lighting design. We are very glad to return on investment below 1 year. The annual saving of EUR 300,000 a return on make a positive contribution to Think installation of LEDs achieved an energy investment below 1 year. In 2014 hotels Planet and to our budget. Our corporate consumption drop of 4%. will implement ‘wave 2’ with an LED retro- clients are also very much interested in our When the hotel originally opened in fit in lobby and restaurant areas. Think Planet achievements and Green Key 2006, 75% of its lighting came from halo- eco-label. In 2014 we will continue our sav- gen lights with the remainder being com- 3. Impressive LED lighting retrofit in ings with more LED and an upgrade of our pact fluorescent lamps (CFL). “An addi- Park Inn by Radisson Hotel Building Management System.” tional advantage of having all LEDs is the Pulkovskaya 70% drop in the cost of purchasing The 800+ room Park Inn by Radisson Employees go for Think Planet replacement lamps each month,” explains Hotel Pulkovskaya, St. Petersburg Lumi the firefly is the energetic Think Nicholas Fernandez, Chief Engineer for installed 1500 LED bulbs in 2013. The Planet mascot who lights the vital energy saving spark in our staff. A firefly is the ideal mascot for Think Planet: these little insects generate light 100% efficiently. To create energy saving habits among Go for Gold our staff, the 2013 Think Planet employee Think Planet engagement programme consisted of: competition • Back-of-house posters which remind hotel staff to switch off lights and Employees of the hotel which achieves devices. the biggest energy saving will all re ceive a folding bicycle. Radisson Blu • Training videos for operational and Waterfront Hotel Cape Town was the engineering departments. winner of the 2012 Go for Gold competi- • The Lumiquiz – by answering five tion with impressive energy savings of energy related questions correctly, 28% in kWh/m2 and 17.5% in kWh/occu- employees can win an iPad each month. pied room. In the spring of 2013, each • Lumi-On-Tour employee awareness employee received a folding bicycle as a Think Planet prize. campaign on social media. Employees send in eye-catching pictures of the energy savings happening in their hotels. A selection of images is placed on the Responsible Business Facebook page (https://www.facebook.com/ RezidorResponsibleBusiness). The 28%energy savings image with most ‘likes’ wins the quar- terly competition. 12 Responsible Business Report 2013 Rezidor Hotel Group Think Planet

Radisson Blu Hotel, Amsterdam, Netherlands

Siemens Building Technologies partners on Think Planet

The Siemens Building Technologies Division is of-the-art guestroom controls, optimisation of with eye-catching information for the hotel one of Rezidor’s key partners in the implemen- the Siemens Building Management System, team and the guest.” tation of Think Planet Energy. As part of Think installation of LEDs, and a number of additional The Siemens Building Performance Optimisa- Planet important CAPEX investments are made quick-win measures. tion programme involves an on-site audit, deter- in various leased hotels to realize a Siemens Six other projects will be implemented mining individual measurement criteria, and Building Performance Optimization project. during 2014 in Belgium, France, Germany and optimising the building management systems the Nordics. and processes according to these criteria. Once The Siemens team offers a holistic approach “We are excited to be contributing to the the work is completed, energy consumption and proposes integrated projects which allow Think Planet results,” notes Eike-Oliver Steffen, data is continuously monitored and optimised achieving Think Planet’s targets within 5 years. Senior Vice President – Building Performance remotely by energy experts from Siemens. The pilot project at the Radisson Blu Hotel and Sustainability. “Based on our broad experi- Siemens has developed and successfully Amsterdam kicked off in October 2013. The ence in building performance optimisation, we implemented the Building Performance project will save an estimated 30% of the are confident that the hotels we have selected Optimisation programme in around 20 of its hotel’s total energy spend and has a payback can reach their targets. In the future we will also own production facilities and in 6,300 pro time of just over four years. It focuses on state- provide an energy consumption dashboard perties worldwide.

Siemens helps Rezidor achieve

Eike-Oliver Steffen, Senior Vice President – Head Building Performance & Sustainability, Siemens Think Planet targets

13 Responsible Business Report 2013 Rezidor Hotel Group Think Planet

Minimising the Water and Waste Footprint in our hotels

Water Inadequate access to safe drinking water is a major problem across many of the regions in which Rezidor operates. Reducing water consumption in our hotels – without compromising service quality for guests – is a key priority for Rezidor.

At the end of 2013: • 71% of guestrooms have water saving toilets • 79% of guestrooms have aerators to control tap and shower water flows • 7% of hotels recycle grey water • 6% collect rainwater for irrigation, car washing and other needs • 12% of hotels use waterless urinals.

In 2013, water consumption in litres/guest- night (GN) was reduced by 0.9% for the Group as a whole. We see major regional differences in water use per guest-night. The best performers are Germany and Sweden with consumption per guestnight as low as 212 litres. Across the Group, we involve guests in towel and sheet replacement programmes. We have an ongoing maintenance programme to complete the installation of been able to reduce their water con- Water consumption in litres/guest-night sumption year-on-year by 23,000 m3 water saving devices such as aerators 398 and sensor taps. In new hotels, systems without compromising guest satisfaction. 400 to harvest rainwater or reuse grey water • In a water stressed area like the United 362 are integrated wherever possible. Arab Emirates, saving water is essential. 350 343 340 The Radisson Blu Hotel, Dubai Deira Best practices include: Creek has installed bottle free water 300 • In a number of Park Inn by Radisson dispensers – i.e. this dispenser is hotels we piloted Green Housekeeping directly connected to the water pipeline 0 whereby guests are offered the option providing filtered drinking water. The 2010 2011 2012 2013 to forego housekeeping services in system eliminates the plastic bottled Data from 247 managed and leased hotels. exchange for Club Carlson points and a water consumption which helps to Rezidor donation to World Childhood reduce the hotel’s waste stream and Foundation. Green Housekeeping saves overall carbon footprint. Non recycled waste in kg/guest-night on water and cleaning chemical usage. • Hippo Water Saver bags have been 2.5 • Hotels in the UK completed the installa- installed in the toilet cisterns at the tion of water saving showerheads and Radisson Blu Portman Hotel, London. 1.94 1.84 1.96 taps. In 2013 25 hotels performed water A double Hippo bag reduces toilet flush 1.46 consumption audits, as a result of which volume from 9 to 7 litres. The overall 1.25 close to 4,000 guestrooms were savings amount to a staggering 11,300 m3 equipped with water saving showers of fresh water per year.

and tap regulators. These hotels have 0 2010 2011 2012 2013

Data from 156 managed and leased hotels.

14 Responsible Business Report 2013 Rezidor Hotel Group Think Planet

Several of our hotels use greywater recycling systems. Radisson Blu Hotel, Berlin, Germany In the Radisson Blu Hotel Beijing, grey water is recycled for use in toilets, the garden and the hotel cooling tower. The greywater reuse system collects the waste water from guest room and staff shower rooms into the grey water tank, then it is be pumped into a biological pool for biodegradation. Then after filtration and chemical disinfection, the water is be pumped into the clean water tank for reuse. In 2013 the system allowed a reuse of 16,270 m³. In the Radisson Blu Ulysse Resort and Thalasso in Djerba Tunisia, the waste water treatment plant converts the grey water to purified water to irrigate all gardens of the resort. This treated water is full of fertilizing elements such as nitrogen (nitrate) and phosphate which contribute to soil enrichment. In 2013 16,500 m3 of water were reused – saving precious fresh water. With these grey water reuse systems both hotels together saved over 13 Olym- pic swimming pools in fresh water in 2013.

Waste Solid waste is generated by many activities in our hotels including food prepara- tion, consumption of pre-packaged items, Ralph Goetzmann, General Manager, and Willem Van Der Zee, Area Vice President holding the fish sculpture. guest waste, and cleaning. Rezidor pro actively seeks ways to reduce and recycle waste, and to reduce the residual waste which goes to landfill or incineration. 2013 highlights include: to collect enough plastic waste to create In our Living Responsible Business • Park Inn by Radisson bans individually the fish. Normally this type of waste course, all Rezidor employees are trained in wrapped pens. In 2013, Rezidor worked would go directly into the recycling bin. techniques to minimise waste and on the with the company which supplies The statue – shining bright blue in the waste hierarchy: Reduce, Reuse, Recycle. branded pens for Park Inn by Radisson lobby – continually reminds guests and hotels to avoid single packaging. Hotels employees of one very important At the end of 2013: now receive the pens wrapped in bags message: Think Planet! • 93% of our hotels had a dedicated waste of 50 pens. This changes avoids the use • Food waste training in Central Europe. sorting area. of 1,000,000 plastic wrappings per year! It is estimated that a third of all food is • 66% of hotels had waste sorting facilities • A fish sculpture made out of recycled wasted. The social and environmental on housekeeping trolleys. plastic inspires waste recycling. Berlin costs of this waste are enormous. Food • Overall recycling rate is 29% for hotels. artist Gerhard Bär has created a 150 cm waste has a detrimental impact on the long fish from the plastic wastecollected environment as it squanders the materi- In the area of waste (both residual and at the Radisson Blu Hotel, Berlin. The fish als, water and energy used in its produc- recycled) Rezidor receives reliable data was created from plastic waste such as tion. In the UK alone, 4.2 million tonnes from 156 hotels. Despite many initiatives, dry cleaning covers, plastic newspaper of good food and drink is thrown away residual waste (expressed in kg/guest-night) bags and plastic covers from the restau- each year. This equates to 17 million increased by 6% compared to 2012 levels. rant kitchen. It took employees a week tonnes of carbon dioxide (CO2).

15 Responsible Business Report 2013 Rezidor Hotel Group Think Planet

Rezidor hotels in Central Europe have (EEG). In 2013 the hotel collected over In 2013, CO2-equivalent emissions from identified food waste as a key issue. 430 kg of cans. The hotel plans to con- electricity, natural gas, heating oil, district Chefs in the region have developed a tinue their can collection drive in 2014 heating and LPG gas for the 247 managed specific food waste reduction workshop. and extend it to staff accommodation. and leased hotels for which Rezidor has The head chefs of all 74 hotels in the In 2013, the Emirates Environment comprehensive data amounted to 455,616 area have received the training which Group annual collection helped save tonnes. The footprint per guestnight has

combines food waste tracking, innova- 382 million tonnes of greenhouse gas increased slightly from 22.1 to 22.8 kg CO2. tion in menu design, and close coopera- emissions, 1,695 mega-watt hours of • In 2012 ITP and WTTC, together with all tion with suppliers. energy, and stopped 617 m3 of waste major hospitality companies, launched • Waste separation in meeting rooms going to landfill. the Hotel Carbon Measurement Initia- with SMART meeting. In October 2013, tive. The Initiative includes a single Park Inn by Radisson launched SMART Carbon Emissions methodology for calculating carbon meetings with a smart waste recycling Rezidor’s greenhouse gas emissions pri- dioxide emissions and consistent met- bin for meeting rooms. Designed in Italy, marily result from energy consumption rics for communicating the data. Rezidor the Ovetto bin makes it easy to separate and mainly consist of carbon dioxide continues to be an active member of the waste into three fractions. It also includes emissions. Since 2006, our carbon diox- HCMI working group. a very clever crusher at the top for PET ide and equivalent emissions have been • In 2013, the methodology was rolled-out bottles and cans. calculated. The assessment focuses on to all managed and leased hotels and it • Hotels in United Arab Emirates actively energy related emissions only and con- is used in the Meetings Minus Carbon reduce waste streams and maximise tains both scope 1 and 2 emissions. programme. recycling. For three consecutive years, the Radisson Royal Hotel Dubai has participated in the Can Collection Campaign with the Emirates Environment Group

meetings minus carbon a plus for planners

With Club CarlsonSM for Planners

Club CarlsonSM for Planners will offset the carbon footprint of your meeting. Carbon credits will be purchased from a Verified Carbon Standard Windfarm in India combined with a Tree-buddying programme in Kenya – one tree planted for every ton CO2.

Meetings minus carbon is part of our Responsible Business programme. As a recognition of our continuous efforts in sustainability many of our hotels have an eco-label and have received prestigious environmental awards.

The Ovetto recycling bin is part of Park Inn by Radisson Smart Meetings

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10,000 tonnes of Carbon offset since Earth Day 2013

Meetings Minus Carbon

Club CarlsonSM, the global loyalty programme The benefit for the planet and the meeting The Kikuyu escarpment forest has a diverse for Carlson Rezidor Hotel Group, is the first planner is double as each tonne of CO2 is offset mix of both large and small wildlife, birds and loyalty programme in the hospitality industry through the following projects: butterflies. It formed a beautiful gateway to to commit to a global carbon offsetting initiative. • A Verified Carbon Standard (VCS) renewable the Great Rift Valley until degradation set in. green-power generation project which is The environment is a major source of water Carlson Rezidor offsets emissions for all Club installing windmills in India. VCS offsets must and livelihood for neighbouring communities. Carlson For Planners meetings and events be real, additional, measurable, permanent, across the group’s seven global hotel brands. and independently verified. VCS delivers ESCONET members are contributing their This covers 1,077 hotels in operation world- trust and credibility to our carbon neutrality time, energy, and resources to plant 30,000 wide. The carbon offsetting initiative – a free programme. indigenous trees on 30 hectares of the most service for meeting planners – is managed • One tree planted in the Great Rift Valley in degraded areas in the Valley. through Carlson Rezidor’s partner, Carbon Kenya by the Escarpment Environment Footprint Ltd. Piloted with Rezidor Radisson Blu Conservation Network (ESCONET). hotels in 2012, the programme was launched ESCONET aims to effectively mobilise and worldwide for all Carlson Rezidor brands on build the Great Rift Valley community’s Earth Day 2013. To date, over 10,000 tonnes of capacity to rehabilitate, conserve and

CO2 have been offset. protect the natural ecosystem.

Renewable energy and tree planting provide a double benefit for the climate

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Greening Hotel Operations

Green Experience Meetings The eco-labels used in Rezidor hotels In 2013, Radisson Blu Experience Meet- set strict requirements on: ings received a special recognition by the • Environmental management Green Meetings Industry Council (GMIC – and monitoring www.gmicglobal.org). As an industry first, • Maximum energy and water use Experience Meetings are recognised for • Energy-efficient lighting innovation and thought leadership in sus- • Waste sorting and recycling tainable meeting support solutions in the • Controlled use of certain chemicals hospitality industry. • Controlled use of disposable products • Communication with guests. Carlson, driving greater responsible busi- Eco-labels ness worldwide. Eco-labels provide an independent third- Working with Suppliers All Rezidor suppliers are required to party audit of each hotel’s practices and Rezidor works closely with our global sign the Supplier Code of Conduct and actions to protect the environment. Our suppliers to set strict environmental per- have the opportunity to further profile target is to have 100% of our hotels formance criteria and minimise the social their Responsible Business performance eco-labelled by 2015. and environmental impacts of the prod- in RezPIN, Rezidor’s central purchasing At the end of 2013, a total of 232 Rezidor ucts and services we purchase. platform. hotels (69%) across EMEA have received Collectively, Carlson’s Global Sourcing Local suppliers are also required to eco-labels. That is a net increase of 15 Council is a driving force for social respon- sign the Supplier Code of Conduct and properties compared to 2012. A complete sibility and is made up leaders from the 50% of our hotels actively check on sup- list of our eco-labelled hotels can be Carlson Rezidor Hotel Group, TGI Fridays, pliers’ responsible business perfor- found on page 34. Carlson Wagonlit Travel, and other mance. 54% of our hotels also return In some regions and countries, Rezidor Carlson business affiliates. packaging to suppliers. already achieved the 100% eco-labelled Over the past year, the council has target This is the case in the Baltic worked to incorporate language into Responsible Renovation countries; Belgium, Finland, France, supplier agreements that support and Construction Guidelines Ireland and the Middle East. Poland Carlson’s responsible business values: Rezidor is one of the fastest growing is the newest country to be 100% eco‑ language that condemns all forms of hotel companies in the industry. On labelled with 8 Green Key hotels. commercial and sexual exploitation of average we open a new hotel every Started in 2013 and completed before children (ECPAT) and supports the val- three weeks. the 2014 Winter Olympics, five hotels in ues of human rights, labour standards, When building a new hotel or reno the Sochi area achieved the Green Key the environment and anti-corruption. vating an existing property, it is important eco-label. This assures ‘one voice’ and One that attention is paid to resource effi-

Rezidor is listed on OMX GES Sustainability Nordic Index

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ciency. We want to create buildings with the lowest possible carbon footprint. At Radisson Blu Riverside Hotel, Gothenburg, Sweden Rezidor, this is done in close cooperation with property owners, builders and architects. For all newly built hotels and major renovations, Rezidor applies Think Planet principles. These are captured in our Responsible Renovation and Construction guidelines. The guidelines cover all relevant issues relating to the construction site and the building itself including: • Use of sustainable and renewable energy sources and improving the thermal insulation of facades to minimise heat loss and gain. • Heat recovery systems. • Rainwater recovery systems. • Building management systems which create intelligent buildings. • Effective waste and recycling management. • 100% LED lighting for outside signage A LEED Gold building on new hotels and major renovations. This requirement became mandatory in 2009 for Radisson Blu and in 2010 Reporting Systems Area management and general manag- for Park Inn by Radisson. Rezidor collects monthly environmental ers receive monthly performance statis- performance data for managed and tics and a yearly report on their overall Environmental Compliance leased hotels in the Think Planet section Responsible Business performance, and Rezidor checks all of our 337 hotels of our financial reporting system. All Think Planet in particular. for environmental compliance. No hotels (leased, managed and franchised) issues with environmental compliance are also assessed through the annual arose in 2013. Responsible Business Status Report.

Promoting Green hotels online

As travellers become more eco-conscious, Rezidor hotels want to make information on their Think Planet activities and results available to the interested traveller. We support reliable eco-travel websites. In 2013, Rezidor eco-labelled hotels became available on the newly launched platforms Greenhopping.eu and Bookdifferent.com.

19 Responsible Business Report 2013 Rezidor Hotel Group 35,000 employees 69 countries 65% trained in the new Responsible Business 17 years course of Business School 85% of General Managers trained in Proactive Leadership People are our core capital

20 Responsible Business Report 2013 Rezidor Hotel Group Think People

Health and Safety of our Guests and Employees

With operations in 69 countries, keeping hotel guests and staff safe in sometimes risky local situations is an essential part of our business. Rezidor believes that maintaining appropriate levels of safety and security is dependent on the daily actions of every employee at every level of the company. This requires a dynamic programme that can be adapted to meet changing circumstances in different locations.

As a formula for individual application Carlson our hotels have access to a rather than a one size fits all prescription 24/7/365 global security operations cen- the main benefit of TRIC=S is that it is not tre that monitors threats, dispatches alerts TRIC=S limited by jurisdiction, by organisation or and is available as an emergency hotline – A Formula Tailor-made a Safe, by other constraints. Threat assessments for our hotels. Secure, Decentralized and are based on gathering information from a Since it was originally developed the Dynamic Organisation wide variety of sources, including closely TRIC=S formula has often been cited as In 2007, Rezidor developed and intro- engaging with local communities we oper- being good practice for managing corpo- duced a formula known as TRIC=S, which ate in, with expert providers of analysis rate safety and security. It was included as stands for Threat assessment + Risk eval- and with our guests and staff. The on line an example of best practice by the knowl- uation and mitigation + Incident response risk evaluation and mitigation system we edge bank at the Dutch centre for protec- preparedness + Crisis management, com- first put in place in 2006 was upgraded tion of infrastructure and in 2009 and munications and continuity = Safe, secure and since 2012 has been freely available external survey carried out by BGN Risk of and sellable hotels. The development of for all hotels in all Carlson Rezidor brands London also concluded that TRIC=S was TRIC=S actually started ten years earlier in all locations around the world. Incident fit for purpose. There is also an increasing when we announced that the role of cor- response focuses on our employees and awareness that this kind of approach is porate safety and security was shifting giving them training, tools and confidence not only fit for purpose, it is also good for from a reactive centralized command and to react immediately when something is our business. control to a more proactive, decentralized not the way it should be so small incidents As the world evolves and communica- and dynamic role that focused on playing are not allowed to escalate. However we tion and information increases difficult a support role to our growing number of remain clearly aware that crises can hap- decisions need to be taken more quickly hotels in a growing number of locations. pen and through our partnership with and it is becoming increasingly important

Attentive employees save lives

On a nice summer day in August a guest of the Radisson Blu Hotel Bucharest was in the outdoor swimming pool together with her friends. While swimming, she suffered an epilepsycrisis and lost consciousness in the middle of the pool, without any of her friends noticing. She literally sank to the bottom of the pool and remained there without any reaction. One of our Security Supervisors and the lifeguard on duty noticed and acted immediately. They took her out of the pool and gave first aid. Thanks to their intervention, the guest quickly regained consciousness. An ambulance doctor confirmed that the help offered by our staff saved her life.

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that they can be taken further out in the Yes I Can! A great way organisation. In their 2006 report The of working and living Business of Resiliency, the UK think-tank Yes I Can! – the core service philoso- demos confirmed that a decentralized phy of the Rezidor Hotel Group – is so safety and security system was more suit- much more than just a slogan: it’s a able for the modern world than the older way of life for our staff, ensuring their command and control type systems. We best professional – and personal – • More fish, whole grains, eggs, fruit acknowledge that every employee at development. and vegetables every level in every location has the • Use of local and fresh ingredients opportunity at any time to raise or lower where feasible • Pure ingredients with minimal the security level through their everyday processing actions. This helps us focus on our • Less meat and lower fat content employees as the key deciders that make (maximum 10%) our hotels safe and secure. • Naturally sweetened food and In their recent whitepaper the LRN never more than 10% added sugar Freedom Report concluded that the greatest challenge of the 21st Century is to combine growth with increased resiliency Guest satisfaction is a key factor for and that the right kind of freedom will also success in the hotel business. So Yes I create a competitive advantage. The Can! is also Rezidor’s special customer empirical study showed that “High free- satisfaction programme, reflecting and dom” companies had financial perfor- powering our commitment to always mances 10 times better than “low free- offer alternatives – while seeking the dom” companies and 20 times more long best possible solution in all our interac- term success. tions with guests, suppliers, colleagues and the community.

Delight our guests Creating a healthy and pleasant environment in our hotels is one of Rezidor’s top priorities. A healthy experience in Knowing that the approach we take total guest comfort works through air towards safety and security is backed up quality, accessibility, food & drink solu- by empirical evidence like these studies is tions, the fitness and spa options avail- important and gives us increased confi- able and choice of guest amenities. dence. The formula is simple and the evi- • 88% of our rooms are non-smoking. dence that supports its usefulness is clear. • 59% of our hotels are smoke-free. In order to communicate this to all of our • 2% of our guestrooms are adapted to employees in all of our hotels we have the needs of disabled guests. also chosen a simple clear message as • 58% of hotels offer fairtrade products our motto: Always Care – if you care (tea, coffee, sugar, fruit, wine, etc.). about people, care about property and • Vegetarian options in each menu. care about the world around you, you • Eliminate unsustainable ingredients Smartfood for Smart meetings will be better able to take care of our from the menu (for example, bluefin Seasonal, local & great tasting guests, our hotels and our colleagues. tuna). That is a message our employees Consider understand and because it aligns to the Radisson Blu and Park Inn by Radisson Sustainability, fair-trade and natural Carlson credo and the Rezidor 4D strat- meeting concepts honour principles products egy it makes us certain that the Think which are good for the participants’ People pillar of our Responsible Business health and the planet. program providing a firm foundation for Rezidor.

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People Development

Develop our Talent: developing tries. They focus on activities such as vol- The Business School @ Rezidor is the happy & healthy employees untary health screenings, HIV-AIDS infor- learning platform for employees within As a service provider, people are our core mation, eye testing, and group sports. Rezidor. The School was created in 1996 capital. The quality of the service we and is constantly aligned with the vision, deliver to our guests depends on the will- Rezidor’s 5-step People brand values and goals of the company. ingness and ability of our employees to Development Programme All courses on offer have an impact on satisfy customer needs and expectations. Rezidor offers employees a comprehensive the business objectives of guest satisfac- The first pillar of our 4D strategy is and ambitious 5-step people develop- tion, employee satisfaction and owner Develop our Talent. Rezidor believes in ment programme. It includes basic training satisfaction. It helps the company to posi- developing talent from within. We offer a around the Group’s unique Yes I Can! tively influence revenue, quality and value range of tools to develop each employee service philosophy, high-level training to and offers a thought-provoking, stimulating to their full potential. These include the develop on-the-job skills, a Management and enjoyable time for all who take part. Rezidor 5-step development profile and Development Programme, a company In 2013, the Business School offered the Carlson Rezidor Business School and owned Business School, and a dedicated four international schools and two area Learning Platform. Mentor-Mentee Programme for future schools. As we own the curriculum of the Working in a 24/7 operation is very general managers. The programme learning platform, many stand-alone demanding. To support our employees in includes the mandatory New Hire Orien courses were organised in the regions. their task, our hotels offer many opportuni- tation, on-the-job skills development, A total of 950 supervisors and managers ties for staff to be fit and healthy. Employee Yes I Can!, and Responsible Business attended the 20+ courses which were health days are organised in various coun- training. held during 2013.

Responsible Business School, Abu Dhabi.

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Employees in the “I learnt a lot and now clearly spotlight understand the difference between a leader and a manager.”

Talent Management New Responsible Business training & Pro-active Leadership Since 2008, Rezidor’s successful Living Deborah Haines In 2012, Rezidor launched the Pro-active Responsible Business and Leading Deborah Haines, Rezidor’s General Leadership Workshop to support all Rezi- Responsible Business courses have been Manager of the year 2013, is an dorians in reaching their full potential. The part of the New Hire Orientation and excellent example of Rezidor’s Workshop assists them to achieve their mandatory for all staff. The strengths of commitment to give employees personal and professional ambitions. the training are its interactivity and intense every chance to rise within the ranks. Deborah began with the company in The Workshop encourages participants question and answer sessions. 2000 as an executive housekeeper to question, challenge, and learn from each In 2013 both courses were thoroughly at the Radisson Blu Hotel Manchester other. Above all, it requires participants to revised and updated by a team of Master Airport. She now is General Manager explore how people can be their best as Trainers and General Managers. The of the General Manager of the Radis- leaders and develop active relationships. revamped course now includes the com- son Blu Belorusskaya Hotel, Moscow. In 2013, 85% of General Managers from pany’s targets and programmes in Think our managed and leased hotels were Planet, Think People and Think Together. trained. The response was overwhelm- A total of 27 new Responsible Business ingly positive. Master Trainers were briefed in the new Going hand-in-hand with the Pro-active Living and Leading courses. In turn, the Leadership Workshop is the Performance Master Trainers rolled-out the new pro- Management Process. gramme to our regional business schools. Through a series of steps and evalua- At the end of 2013, 65% of all staff had tion moments throughout the year, the been retrained in Responsible Business. Performance Management Process The Living Responsible Business increases the possibilities for individual course illustrates how each employee employees to manage their careers and can live Responsible Business in their develop personally. It also enables per- everyday job and at home. In addition sonal objectives to be consistent with and we focus on our Code of Business Ethics, Miroslav Forejtek support the overall organisational strategy human rights and child protection. Lead- Miroslav Forejtek, Park Inn Prague and goals. Clear ‘lines of sight’ to higher- ing Responsible Business focuses on (Czech Republic) won the coveted title level objectives are established. how management staff can drive of the General Manager of the Year, at the Worldwide Hospitality Awards Responsible Business action plans 2013. Miroslav is a seasoned manager in their hotels. and hotelier at heart with more than 25 years of experience. He is a leader who ensures 100% guest satisfaction for our clients, builds a true team spirit among his staff members – according to our unique Yes I Can!-service philosophy and enthusiastically champions Responsible Business.

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Employee Satisfaction Employees are hired for their Yes I Can! Rezidor aims to be the employer of choice attitude and willingness to serve the guest. for our people. We care for our employ- Cultural differences enable us as an ees, involve them in our planning and employer, and as a host, to cater to the decision-making processes, and ask needs of our clientele on an individual for their feedback. Our annual Climate basis. Rezidor’s Equal Opportunities Policy Analysis, a Group-wide employee satis- states that no discrimination due to age, faction survey (conducted by an external race, religion, gender or disability is independent party) found that employee allowed, and all our hotels have proce- satisfaction in 2013 remained high at 87 dures in place to ensure this is the case. (out of a maximum of 100). The 2013 survey included 25,771 participants from 268 Empowering Employees business units. Compared to 2012, satis- and Social Dialogue Time for Inclusive faction has increased. This is an outstand- Rezidor pays fair wages according to ing result within the hospitality and other industry standards. Rezidor respects the Business service industries worldwide. rights of employees to join trade unions if IT’S AFRICA’S TIME is a partnership they so choose and to bargain collectively between the United Nations Devel- Celebrating Diversity in accordance with local laws. opment Programme (UNDP) and – Equal Opportunities Pursuant to the European Union Direc- Regency Foundation Networx (RFN). Taking into account all hotels under all tive on Works Councils (94/45/ EC, the The goal of the venture is to promote contract types, more than 35,000 employ- Works Council Directive) Rezidor has and encourage the adoption of the ees worked under the Rezidor brands established a European Works Council, ‘inclusive business’ model as a com- ponent of corporate growth in Africa. during 2013. The company counts no less which has been entered into by represen- The partners aim to demonstrate than 143 nationalities amongst the work- tatives of our central management and how this approach can make a con- force, 57% of which is male. employees. Annual meetings are held, tribution towards the UN’s Millen- A strong understanding and respect of where issues such as the company’s nium Development Goals. cultural differences is essential to Rezidor. finances, performance, future ventures Rezidor became a corporate Diversity amongst the workforce in our and other important issues are discussed partner of It’s Africa’s Time in 2013. Our employment programmes for hotels is as old as the hospitality industry with employee representatives. youth were featured in a television itself. Experience across different hotels Rezidor strives to handle all operational programme. You can watch the epi- and different countries is an integral part changes in a transparent and open man- sode on www.responsiblebusiness. of any hospitality career. ner, with the goal of giving our employees rezidor.com The Rezidor Hotel Group supports staff fair influence. When taking over an exist- transfers throughout the hotels in all coun- ing hotel, we endeavour to retain the tries, enabling our employees to grow with majority of the employees of the previous Rezidor and to develop themselves. hotel brand.

Staff health days in Central Europe

Thirteen special employee health days were held in Central Europe last September. Activities for employees included health coaching, compli- mentary physician check-ups, after work running, yoga classes, and blood donations. For example, the Park Inn by Radisson Sofia organised a session with a nutritionist on healthy diets. The session included a bio-coffee break and yoga class.

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Educating young people for work and for life

In many countries around the world – including Rezidor hotels in 4 countries have trained their community through their employment or both developed and developing nations – youth youngsters in the past years. The most recent further studies. unemployment remains extremely high; far graduation ceremony was in the Radisson Blu Building on the success of existing country higher than other age groups in the population. Hotel Addis Ababa. Two of the YCI graduates programmes YCI are now employed in the hotel. wishes to expand Globally the hospitality industry is almost Stephen Farrant, Director of the Interna- this important edu- uniquely placed to tackle this issue. With hotels tional Tourism Partnership, comments: ‘We cation and employ- often placed near disadvantaged communities have had the pleasure of welcoming Rezidor ability initiative but able to offer ground level employment as a new lead partner for YCI in 2013. The within the hospitality opportunities to local people, with genuine partnership will allow for a faster and easier industry through the career paths and prospects to climb the ladder, roll-out of the YCI training cycles to more introduction of a new they can offer real hope to young people and countries.” franchised model. Its their families. These transformative opportunities, offering aim is to train over Youth Career Initiative, a 24-week life and both classroom-based and on-the-job training, 650 young people work skills programme, connects the hotel often spark a real passion for the hospitality per year by 2015. Stephen Farrant, industry and the group of underprivileged trade. Each young person reached can aspire Director, youngsters. To date the YCI programme has to greater economic prosperity, for them and International benefited about 2,400 students in 12 countries. for their families, and become a role model in Tourism Partnership

Rezidor becomes lead partner of the Youth Career Initiative

26 Responsible Business Report 2013 Rezidor Hotel Group 700 activities for the community

EUR 690,000 raised for th charity projects 10 anniversary Responsible Business EUR 127,000 Action Month for World Childhood Foundation

Proudly contributing to local communities

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Business Ethics and Community Action

In many communities where we operate there are important local social needs. Rezidor hotels contribute by giving volunteer assistance and funding.

arlson Rezidor Hotel Group tionalised children. The charity has a par- supports the World Childhood ticular focus on helping girls and young Little Moments, Big Magic Foundation (Childhood) as our mothers. corporate charity. Cooperation Rezidor’s mission is to provide its sev- Just one example of Childhood’s 100 C projects around the globe is Little with this worldwide organisation, founded eral million annual guests with a comfort- Moments, Big Magic, Russia. by HRH Queen Silvia of Sweden, dates able and restful stay away from home. Little Moments, Big Magic in back to 2007 and engages our hotels Childhood aims to help children who are Moscow links adult volunteers (Bigs) each year in fundraising for Childhood. abused and exploited to ensure that they and children (Littles). By providing The World Childhood Foundation is a are given a safe and secure childhood, caring and compassionate adult role non-profit organisation dedicated to serv- or simply put, a home. These parallel models that communicate and relate ing the most vulnerable children in the aspirations mean that Rezidor’s support to the child individually, the pro- world including: street children, sexually to Childhood fits well with who we are as gramme provides children with healthy behaviour models. The chil- abused and exploited children, children a company and as a corporate citizen. dren can discuss their future hopes trafficked for sexual purposes, and institu- and dreams with someone who will listen and encourage them, and above all, give them self-esteem, dig- nity and hope for a better life. Profes- sional programme staff regularly monitor the relationships together with social workers and psychologists.

– I will never forget when I travelled to the Ukraine with my mother; it was one of my first travels with Childhood. We vis- ited an organisation that supports children who have been victims of trafficking, which is the commercial trade of people and often involves sexual abuse. Talking to two girls my age and hearing about their experiences was terrifying. One of them had been kidnapped during a holiday in Turkey, and had her passport taken from her. I remember thinking to myself that this could just as well have happened to me or one of my friends.

Princess Madeleine of Sweden

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Celebrating 10 years of action is celebrated by 1,100 Carlson Rezidor During the year our hotels have raised a for the community: Responsible Hotels worldwide – a ten-fold increase in staggering EUR 690,000 for Childhood Business Action Month 2003–2013 its impact in a decade. and various other charities. Hotel employ- In September each year – Responsible The enthusiasm of our hotels in this ees have volunteered the equivalent of Business Action Month (RBAM) – our anniversary action month exceeded all close to 3,500 working days for local hotels give extra focus to community expectations. In total Carlson Rezidor charities during the year and especially activities. This year we proudly celebrated hotels across the Europe, the Middle East during RBAM. the 10th anniversary of RBAM. and Africa organised more than 690 activ- RBAM started in 2003 with the first ities for Childhood and a series of local action month for the community. At that charities. time, 80 hotels participated. Today RBAM

Fundraising for the Philippines

When Typhoon Haiyan struck the Philip- thoughts are with them and the victims Doha sent 100 boxes filled with 6,000 kg pines in November, Rezidor donated of typhoon Haiyan,” explained Wolfgang of clothing and dry food to the Philippines. EUR 60,000 to people displaced by the M. Neumann, President & CEO of disaster. In Rezidor’s name and to honour Rezidor. EUR of Carlson’s 75th anniversary, the Carlson Rezidor’s Radisson Blu and Park Inn Family Foundation added an additional by Radisson properties launched fund- EUR 6,500, increasing the total donation raising events for the Philippines, organ- to EUR 66,500. ised charity concerts, sold Christmas “More than 1,000 of our team mem- balls, and auctioned designer furniture. 66,500 bers across EMEA are from the Philip- Donations in kind made an additional donated by Rezidor to victims in pines. We want to show that our impact. Our hotels in Dubai, Muscat and the Philippines

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Highlights of community action include: (3) A Radisson Blu team cycled the 750 (6) The employees of the Rezidor central (1) The popular charity drive “The Box kms of the Baltic Way and collected support office and hotels in Brussels Appeal” in the Middle East is back EUR 10,000 for “the Care Mobile”, a volunteered 230 hours with Serve for the 6th consecutive time. Fifteen mobile clinic that brings healthcare to the City projects in Brussels. Amongst Radisson Blu- and Park Inn by children in remote Latvijan villages. The the volunteers was Wolfgang Neu- Radisson hotels in 7 countries Baltic Way is the same route running mann, CEO of Rezidor, and many of distributed 15,000 boxes filled with through 3 Baltic States where a human the Executive Team members. necessities to labourers and people chain peacefully protested and started (7) “Stairways into the Blu(e)”: One Sun- in need. This equals a donation in kind the independence process in 1989. day in September the 25 floor staircase of about EUR 300,000. Six years ago, (4) 61 Hotels helped to clean up their local of the Radisson Blu Hotel Hamburg the Box Appeal started as the bright surroundings in World Cleanup 2013. turned into a ‘running’ track. 50 Run- idea of two creative employees. Together they collected 17,000 kilo- ners climbed 25 500 steps in total to (2) Three Carlson Rezidor hotels in grams of waste or about 340 large fundraise for Childhood. Amsterdam organised an 18-hole garbage bags. (8) One of 5 very sporty teams, The CEO charity Street Golf event in the (5) Because ‘You can’t teach a hungry and son of the owners of our Radisson business park around the Schiphol child’ more than 50 employees of our Blu Resorts in Malta ran 51 kilometres. Airport hotels. To top it off, golfers Radisson Blu and Park Inn by Radisson The pair made up one of the five very could try to land a golf ball in a convert-