Rotana Corporate Sustainability Report 2012

87.8 % 88 % 88.2 % 88.4 % 88.8 % 88.2 2010 88.8 2011 88.8 2012 88.6 % 89 % Guest Satisfaction Key Issues: • Satisfaction • Education & Inspiration • Health, Safety & Security “Rotana considers every guest as an important customer. We wish to ensure that every guest leaves our hotels satisfied with the service they have received and the desire to return. We do this by following a ‘can do’ approach. We ensure that our service levels are consistent and distinct throughout each of the brands. Our desire is to surpass guest expectations so that they will remember the time spent in our hotels and encourage others to visit.” Dominic Carr CVP Front Office In today’s busy, fast moving world, time is our most precious commodity. How and with whom we choose to spend it is perhaps one of the most important decisions we make in our lives. At Rotana, we have chosen to acknowledge this fact by embracing the challenge of making all time spent to understand and meet the individual needs of all who we deal with. In so doing, we strive to continually build long-term relationships with our guests and ensure to exceed their expectations. Guest Satisfaction Survey In a world where feedback from guests drives business decisions, our most important measure of success is our guests and their satisfactions. Rotana deals with “Market Metrix “, the leader in feedback solutions for the hospitality industry, to collect guest’s feedback. By connecting feedback with revenue, Market Metrix helps us to make smart investment decisions that both improve the guest experience and produce higher profits. The system is an online feedback mechanism aimed at soliciting guest feedback on their stay experience in a hotel. Upon departure from a hotel, a guest receives a web-link email. Through this link a feedback form opens out where guests can rate the hotel services. All feedback is responded to by the hotel and any concern areas (complaints and poor ratings) are investigated and responded to. Aggregation of this data is done at various levels: corporate, brand, regions and used to drive improvements in guest services, guests rooms experience, etc. The data is also used as an input into training programmes to address service short-falls. Guests Satisfaction Rate Rotana sits about 2% higher than the Market Metrix Industry Average of about 7,000 Hotels worldwide. In 2012, nearly 55,000 of our guests answered the survey. 88% have not experienced any problems during the stay.