ASIAN HOTELS AND PROPERTIES PLC AnnuAl RepoRt 2012/13

sustainability reportPASSIONASIAN HOTELS AND PROPERTIES PLCAnnual Report 2012 /13106Product ResponsibilityManagement ApproachWe strive to continually increase thesustainability of our product offering, keepingin mind its toll on the ecology and economy,while continuously creating products andservices that deliver on our brand promise ofaffordable indulgence for all ages.As Sri Lanka’s largest hotel property offeringa diversity of luxurious products and services,we understand the need to assess thesustainability of our processes and productsacross their entire life cycles, to ensure thehighest health and safety standards, resourceefficiency and cleaner production strategies.Our purchasing policies underpin theimportance of eco-friendly products that takeinto consideration the complete product lifecycle from production, to product use, todisposal and reuse. We work in collaborationwith our wide network of suppliers to developnew sustainable products with valuesascertained on the basis of environmental,business and social sustainable indicators.This extends to our attitude towardscustomercare and focus, which is of thehighest quality.Products and services are the lifeline ofthe hotel having an influence on economicperformance as well as an impact on thecommunity and the environment. CinnamonGrand Colombo adheres to the policy ofthe John Keels Group of striving to maintainproducts and services at the higheststandards through embracing industry/corporate best practices and compliance withall relevant local and international statutoryand regulatory requirements.Our product is about diversity and reasonablepricing, thereby we are able to deliver highend as well as average facilities catering for awide variety of people without compromisingthe quality of our products and services.Product and service responsibility initiativesundertaken by Cinnamon Grand Colombo areas follows.• The hotel purchases all meat productsfrom Halal certified suppliers to meet therequirements of our guests which includesspecial care in the preparation of food.• We adhere to the supply chain policy ofJohn Keells as well as one developed forCinnamon Grand Colombo for additionalsuppliers. This includes how we sourceour suppliers, which ensures that childlabour is not utilised in the process.Further we adhere to the AIS standards ofadvertising and have a high percentage ofsuppliers from the SME sector.• In keeping with our promise of guilt-freeindulgence, we launched the DiabeticMenu in response to a growing demand,as a result of escalating health threatsposed by diabetes. The menu is availableat the hotel’s restaurants and consistsof 30 dishes, including everything fromstarters to desserts. We are the first in SriLanka to develop the Diabetic Friendlymenu and are now in the process ofdeveloping an organic menu for NugaGama, which is Carbon Neutral Certified.In addition, we also offer vegetarianoptions in all our restaurants and a specialhealthy menu option for kids.• Cinnamon Grand endeavours to improveits services and innovations, thusproviding guests with an unforgettableexperience. Customer feedback isfrequently gathered to gauge satisfactionlevels and identify ways to enhance ourproducts and services. Guest commentcards in rooms and restaurants arecollected and analysed daily. TheRooms Division, which comprises ofhousekeeping, laundry, recreation,reception and front office, interactswith at least 30 guests daily and theirfeedback is passed onto to the Headof the Department, who shares it at themorning meeting. Customer feedback isalso monitored through tripadvisor andfacebook.• Customer complaints are receivedthrough guest comment cards. Allcomplaints are logged into the systemand categorised broadly as F&B and frontoffice. Complaints are dealt with at theHead of Department morning meetingsand a response to the customer isprovided within 24 hours.• Nuga Gama’s organic garden produceis used daily in at least one dish, thusproviding guests with alternative organicoptions for food.• Food safety is paramount in ourorganisation and we have been certifiedwith ISO 22000 for Food SafetyManagement system as well as the FiveCrowns.• Cinnamon Grand Colombo monitors it’sranking on www.tripadvisor.com and weare leading in rankings among the cityhotels in Colombo.• Bi-annual brand audits are carried outwith the audit team experiencing andobserving the services at the hotel. F&Bconducts self-audits monthly as well asreviews by ‘Mystery Guests’ sourced bythe General Manager.