Rotana Corporate Sustainability Report 2017

Rotana Corporate Sustainability Report 2017 40 • To standardise procedure for handling any security concerns, we have issued the Rotana Crisis Management Protocol that includes response procedures for 22 types of emergencies including security issues. The manual was rolled out in 2015 across our operations. The group will have enhanced resilience and an improved response in a crisis by adopting the response procedures. An emergency control organisational process is established in every property and all colleagues are trained on the emergency response procedures. • In 2017, 91% of our hotel food handlers were trained on the basic level of food safety and 87% in 2016, in addition to the intermediate and advanced food safety programme and HACCP training for supervisory and managerial level • 79% of our colleagues were trained through health and safety training courses • A healthy food corner was introduced in all our Centro brands hotels buffet Al Ain Rotana, Atrium outlet was awarded by the Abu Dhabi food control authority in category “A” in terms of HACCP and regulatory food compliance for Abu Dhabi. SAFEGUARDING GUEST SECURITY Our hotels have invested in various security measures like luggage screening, metal detectors, x-ray machines, regular training of security personnel and organising awareness campaigns for guests. At the corporate level, we have established a security policy committee that has reviewed and rationalised the company security policies, processes, implementation of security procedures and preparedness of hotels for security risks. SOCIO-POLITICAL AND ECOLOGICAL DRIVERS Political instability, conflict between nations, threat of terrorist activities, occurrence of infectious diseases, extreme weather conditions, and other socio-political and ecological threats directly affect the level of travel and business activity. While we have minimal control over these risks, we diligently monitor national and international trends and make decisions or adapt our operations accordingly. FIRE SAFETY AND EMERGENCY Our hotels are annually audited by our corporate engineering team to ensure performance and practices are in line with Rotana’s fire safety standards developed in accordance with the USA National Fire Protection Associations. As part of its Emergency, Health and Safety Management System (EHSMS) programmes, Rotana requires its nominated contracted companies to have an EHSMS which must then be approved and monitored by our hotels. The deployment of EHSMS and action plans has helped us to improve guest perception of safety practices at our hotels. PRIVACY AND DATA PROTECTION Our robust security measures and privacy management programmes help us give our guests and colleagues the confidence that we are safeguarding their personal data and respecting their privacy. The way we handle privacy and security is a vital part of our responsibility to our guests and essential to the success of our business and it strengthens our reputation in this area. Our hotel guests trust us with their personal information and their privacy. Protecting that information and respecting their privacy is fundamental to maintaining that trust. Our privacy and security programmes govern how we collect, use and manage this guest information from ensuring the confidentiality of their personal profile to protecting and securing their information before, during and after they stay in any Rotana hotel. To ensure this is executed well, we use technology to make it easier and more secure and we check and monitor compliance during the annual IT audits as well as front office audits. As a result of our practices, no substantiated complaints from outside parties or regulatory bodies concerning breaches of customer privacy and loss of customer data were reported in the last 2 years. In 2016, 39 fire safety audits were completed in our hotels achieving an average audit score of 84.4%.