Rotana Corporate Sustainability Report 2014

41 Building on 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 doing so, we strive to continually build long-term relationships with our guests and ensure to exceed their expectations. Our sustainability goals • We will ensure guests satisfaction and provide value for money through the realisation of sustainable business and operational efficiency • We will protect the health, safety, privacy and security of guests by adhering to international principles that respect human rights Our focus areas • Satisfaction • Education and Inspiration • Innovation and Technology • Health, Safety and Security Our progress • Rotana Guest Satisfaction Survey (RGSS) Score 88.0% √ • 90 Guests Sustainability Education Activities √ • Reduce Health and Safety incidents by 20% ¨ • Launch CRM and communication to the hotels √ • Increase the Rotana Quality Standards (RQS) Score √ • Implement the Treasured Time training programme (Guest care programme) √ • Achieve Hazard Analysis and Critical Control Points (HACCP) certification for 90% of our hotels √ Our Guests 06 Achieved √ Ongoing ¨