Rotana Corporate Sustainability Report 2017

Rotana Corporate Sustainability Report 2017 36 Health, Safety and Security • Our guest health and safety incident rate has been reduced by 31.5% since 2013 • 80% of total operating hotels are HACCP certified • 71 health and safety third party audits were successfully passed in 2016 and 2017 • 74% of operating hotels have completed their department areas and activities health and safety risk assessments. These risk assessments cover all colleague and guest activities and areas • Our hotels have achieved an average of 85.42% on the annual fire safety audits • A total of 265 food control regulatory inspections were completed with average hotel scores achieving 90.8%. • To-date, 6 hotels in UAE are OHSAS 18001 certified (HandS management system standards) Rotana guest satisfaction survey highlights* • For the RGSS, Rotana achieved a score of 86.7% for 92,894 survey responses • The number of survey responses increased by 27.7% from 2015 • The survey response rate was 19.7% in 2016, with an increase of 5.6% from 2014 • 74.1% of our guests would not hesitate to recommend our hotels for a stay • 94.4% score achieved on the Rotana dining satisfaction surveys (RDSS) • 95.7% score achieved on the Rotana events satisfaction surveys (RDSS) • Our colleagues achieved 86.6% score by our guests on their can-do attitude, knowledge and responsiveness. * 2016 Survey Results. In 2017 a new survey, Revinate, was implemented. In a world where feedback from guests drives business decisions, our most important measure of success is our guests and their satisfaction. Our guest feedback is essential to providing insights into how we can continuously improve and make smart investment decisions that ameliorate the guest experience, produce higher profits and can be used as an input into training programmes to address service shortfalls. Hotels Quality Audits Score (LRA): 79.08% Overall group Score on sustainability audits: 87.24% HOTELS QUALITY AUDITS SCORE Our hotels undergo quality audits to measure our performance against Rotana’s set standards. The detailed audits provide us with tools to assist through each part of the quality assurance process: communicate, train, audit, analyse and act. The quality audits include sustainability criteria to evaluate the hotels sustainability practices. GUESTS LOYALTY Rotana was the first regional hotel company to launch a loyalty programme for dining and staying in 1999 and reached more than 266,452 members at the end of 2017 with member renewal ratios increasing to 58%. The programme is one of the most regionally relevant loyalty programmes in the Middle East and Africa, ensuring that every Rotana hotel is busy. For 6 consecutive years (2011-2016), Rotana has won the Best Loyalty Programme for its Rotana Rewards programme during the Business Traveller Middle East Awards. Guest Satisfaction 2010 2017 2016 2015 2014 2013 2012 2011 19210 266,452 135710 96356 72363 59878 36950 23903 Rotana Rewards Active Members Number of active members Guests Engagement Activities Total implemented activities Guests engaging activities from total activities 325 123 231 65 225 35 245 59 2014 2015 2016 2017 350 300 250 200 150 100 50 0