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mandarinorientalhotelgroup2012SuStainabilityRepoRt MandarinorientalHtelGrupCrprateofce281GlucesterRadCausewaybayHngKngmandarinriental.cm INTRODUCTION2auMndrnornlHlGru3MssgfrmhCeo4auhsRr5acngwhRsnsly6Cmmmnsndprccs8DELIVERINGEXCELLENCE9DlghngurGuss11emlyrfChc12CllguDvlmn16SfSundSusnl20SurcngRsnslyFdndbvrg22HlhndWllnss26ADVANCINGSUSTAINABILITY29RducngenrgyCnsumn32Rducngemssns35RducngWs38RducngWrCnsumn43CHAMPIONINGCOMMUNITY45CulurlHrg46Cmmunyprgrmms50FUTUREDIRECTIONS56APPENDICES57SusnlyawrdsndCrfcns57GRiindx58prfrmncD60Fns65assurncDcumnn66tlfCnns 2MandarinOrientalHotelGroupSustainabilityReport2012MdrioriHgKgMdrioribgkkthldmrkMdrioriHgKgthexcsirHgKgMdrioriJkrMdrioriKulumurMdrioriMcuGrdlMcuMdrioriMiMdrioriSMdrioriSigrMdrioritkMdrioriaewbchbrmudMdrioribsMdriorilsVgsMdrioriMimiMdriorinwyrkMdrioriSFrciscMdrioriWshigD.C.MdrioribrcMdrioriGvMdrioriHdprkldMdrioriMuichMdrioriprisMdrioriprguthGruwrsrhsudrdvm45hsi27curis19iasi12ithamrics14ieurMiddesdnrhafric 3MdrorHGrSsyRr2012INTRODUCTIONaMdrorHGrMdrorHGrsrhvsmdmgmgrwhxryhsrsrsdrsdcshghysgh-frdsswrdwd.thGrwrsrhsdrdvm45hsrrsgvr11000rms27crswh19hsas12hamrcsd14erMddesdnrhafrc.iddhGrrsrhsdrdvm14RsdcsMdrorccdhGrsrrs.thGrhsqyrssmrfsrrsdsssfrxmyuS2.9sf31sDcmr2012.thGrssrgyswdyrcgsdshsgxryhgryvsgsxcfcsdswhscgskfrhrscvrsfrxsrdhwrd.thssrgycmdwhsrgcshsdsgdchvg-rmgrwhhrgsdssv.FrmrfrmhdrccmcvgrdddsrdyMdrorHGrcdgrvsrgcssmycmsdymsrvdrsfcdgvrmssrfrhadx.60fhsrr.MdrorHGrscrrdbrmddshdqrrdHgKg.thCmysqyshrshvprmmlsghldSckexchgdscdrysgsbrmddSgr.JrdMhsGrshrcmyfMdrordwsmjryfhqyshrs.FrmrfrmrgrdgrcrrsrcrrgvrcrfrrffcdscsrsrfrraFcRrvrwsmdrr.cm. 4MandarinOrientalHotelGroupSustainabilityReport2012DngMrrSsnblFrovrhs50yrsrmhnngrfrshlnHngKngn1963MndrnornlHlGrhsgrwnbcmldrnlxryhslyrrsnngvr11000rmsn27cnrscrssrcnnnsdy.aswdlvrrnqbrndlgndrysrvcmrgssrndhwrldrmnsvlhwdsnwyhscnssnwhrmssnndvls.RsnsblyhslngbncrvlMndrnornlsnhGdngprnclshsrsrmssnndvsnbrcgnsdshbslxryhlgrnhwrld.aMndrnornlwndrsndhrlng-rmsccssdndsnhhlhndrsryhcmmnsnwhchwdbsnss.undrhgdnchGrsCrrRsnsblyCmmghrwhhddcnhlcllgswrldwdwhvmdmnnglrgrssnrssnblyrrs.thllwngnblccmlshmnsrhghlghdnhsrscndSsnblyRrWeachievedourgoaltoincreaseenergyefficiencyby10andtoreducegreenhousegasemissionsby10overourcmmmnrd20072012.thscnsrvngnswrndvnshGrxnddrnswrldwd.WerealisedUS19.6millionincostsavingsfrom2007to2012bymlmnngsrgcnrgycncynvs.Weenhancedourproprietaryhealthandsafetyprogrammein2012withtheddnnnvrnmnlscnncldngwsmngmngdlnsnrdrhlrhlsmsrndcnnslymrvrrmnc.Wecontinuedtosupportmanyworthycausesinourcommunitiesincludingclrlhrgrsrvnndchrblrgrmms.aswrgrsswrdrglswrcmmdddrssngrssnblychllngs.Wrcnsmnrmnsnrhrqrsddnlcsndndrscrshmrncsngndnngshr-rmrgsnrdrchvrlng-rmbjcvs.thrrn2013hGrhssblshdnwshr-rmnvrnmnlglswhchhlrcvngndvdlglshlmnnrrgrss.assnblywrnssrnngrgrmmdvldn2012wlllsbdlydrhlsn2013nrdrncrgvngrrnggmnmngsrcllgswhrmnrmsvlblrsrc.WhlsmrwrklshdimlsdshwrmbrcngrrsnsblswhhsmddcnndnhsscsrvchhsdsngshdMndrnornlrhsfvdcds.thnkyrllwngrrgrssswcnnnrjrnywrdsmrssnblr.edrdedgGrChexcvaswdlvrrnqbrndlgndrysrvcmrgssrndhwrldrmnsvlhwdsnwyhscnssnwhrmssnndvls. 5INTRODUCTIONMandarinOrientalHotelGroupSustainabilityReport2012abthsRrthfrmrsdhsrrscsswhhGbRrgivGRissbyrrgmhdgylvC.ihrsfcmrvmdcrsgrsrcyMdrorHGrmgrdhGRiG3.1GdsdsrvdgsmdfrfvbrdcrsdssrrgwwrmrsGRipR3dla15.aGRidxscddhdfhsrr.thGrrdddhrd-rydrlRQavrfydssrhcmsrsdwhhsrrdsrcfrmcwhhGRiG3.1Gdsfrhdcrsdscsd.lRQasassrcSmscdhadx.66dcdshscdbdryfhrrvw.ScopeandBoundariesthsssbyrrrsscvsdrkhcdryr2012frhGrs26hshwrfyrdsdrrvsybshd2011rr.i2012whwsdaGrghudSs.nhrsgfcsrcrchgsccrrdhrrgrd.usshrwsdMdrorascddhsrrswsfyr2012.Rsdcsdhsdrdvmrscddhsrr.Whrrrhsrcfrmhsbcddwhrfrchbsyr2007frvrmddbsyr2008frcchhdsfyd.ecmcdsrsdfrhshryrsgwhrfcrrgschm.accsrcmdccrdcwhdsryrccsrsrcmmddbyhGRidrxdwhchsc.imrvmshrvrfcrcsshvrsdmdmshsrcvrmddcsqycmrsscbmdh2011rr.iddhmhdgyfrccgmssshschgdsghyhhmssfcrsrcsdfrqcyfdshvwbdfd.thrfrmsssdhsbrsdbck2007ourcorporateresponsibilitypolicyMdrorscmmdcrbghcmmswhchwrdrssbymggrvrmmcsdsccmmms.ccfrhschgs.thsrhysgfcrsms.ayxcshscbdryrccmhdrsdhrrdchsc.thGrvsssshrmrrbsssdfrsrskhdrscdgmrshcdhvsgfccmcvrmrscmcs.thscsrcddhsrr. 6MandarinOrientalHotelGroupSustainabilityReport2012acgwhRsslythfdfrMdrorlsrsslsssrccslsrGdgprclsrCdfCdcdrgvrcrcss.guidinpincilesMdrorlsmssscmllydlghdssfyrgssdrmssssrdyrlg-sdgGdgprclshdscrhvlsfrcmydrcllgs.RsslyskyfMdrorlsGdgprclsWwllcvlyrchmrvmfhvrmjsswwllrsslmmrsfrcmmsddsryrgss.resnsibleoeatinpacticesorhclsdrdsrclrlyshcmysCdfCdcsfgdlswhchvrymlymsdhrwhchsgrllycsswhhudnsGllCmc.orCdfCdcrqrshwcmlywhlllwsfgrllcllrlsdrglshrdsryscfcdrrsdrdsfssscdc.thcdrhshgvgrrcvgfllcymsdrqrsllmlysrdfrlymrllydwhrsc.ilsrqrshllmgrsmsfllywrfhrlgsdrhCdfCdcdslshrcdrssrcmlclllvlswhhrrgss.thGrhslcrcdrsywhchmlyscrscfdcmrsfsrsccrrsschsfclrrgrcmlc.MdrorlHlGrhsdvldGr-wdhrgdmlymgdlsdmlmdsrc-hrssmd-dscrmlcs.evrycllgrcvsrgrmlymlcsmlymsrfhMovirgrgrmmwhchsdldlrhsrr.orGdgprclsDelightingourguestsWwllsrvdrsdrcldgsdsylsghrrqrmsdrsdgcmccrdmlyfsh.Wwlldsgddlvrrsrvcsdrdcsddrsshrds.ifcwrcmmdxcdghrxcsysrrsghmwhrlycdflfllhrwshs.WorkingtogetherascolleaguesWwllmhsshshrgfrsslycclydrcghrghclmfmwrk.bywrkgghrscllgsdyrgchhrwhmlrscdrswwllllcrhGrsvrllsccssmrrdcvlyhfwwrkdl.PromotingaclimateofenthusiasmWrcmmdvryMdrorlyrvdgcrgmvgdrwrdgvrm.asdsryldrwrcmmdrgghsrlhrghffcvrgdmgflcrrdrsldvlmdycrggdvdlydv.BeingtheBestWwllvvldrhhldsrydwllcllymrvrdcsdsrvcs.Wwllskfrmrslrshhghsqlyrdcsdsrvcshsvl.DeliveringshareholDervalueWrcmmdggrwgcmy.orsccsswllrslvsmrrswhchrcsslymghshhldsry.PlayingBytherulesWwllmgryfrssdhsyhrrldxrlrlshsdwllcsslylvrcmmms.actingWithresPonsiBilityWwllcvlyrchmrvmfhvrmjsswwllrsslmmrsfrcmmsddsryrgss. 7INTRODUCTIONMandarinOrientalHotelGroupSustainabilityReport2012govrnancforSustainabilityi2012MdrorlluchdGru-lvlCrrRsslyCmmGCRCudrhdrchGrussuslyexcuvChmtrrySsGruDvlmDrcrdprsdhamrcsdxcuv-lvlmmrhmgmrd.thGCRCsrsslrhGrusvrllsuslysrgycludghsgmsurlglsrgrmmdvlmrmgdslcgdckCrrRsslyvsrllydrrgsrmgmrgrssdrgrmmcvss.evryMdrorlrrylshsswHlCrrRsslyCmmHCRCldydsgdCrrRsslyChm.echHCRCsrsslrmlmgGrususlyvsswllsdygdmlmglclsuslycvshrhlswhhsururcllgus.thhlCrrRsslyChmshvhrsslyrsgssusddhhlshrGrlMgrsdhGCRCwhchurrssssushexcuvChmdhbrdDrcrscssry.i2012hGCRCdHlChmscusdhdvlmGru-wdsuslyrgrgrmm.HlChmslsrrdhl-sccvsmdvrmlmrvmsddscussdrrycmmucscludgwslrswhchcllgushvshrdsrducrusdrcyclwhrvrssl.GruCrrRsslyCmmwhexcuvChmHlCrrRsslyChmsHlCrrRsslyCmmsCllgusStakholdrenamntWrcgshmrcgggurskhldrsudrsdhrccrsdvwsswclgurussswhhrgls.tcurgskhldrdlguMdrorlHlGruscmmddsclsghhsuccsssdchllgsddhrughursuslyrgrmm.ourrccskhldrggmhsvlvdvrurlghsryrhrhsrsulrmlddrcss.aswrgrssursuslyjurywwllcudurskhldrsdrurrcwhhm.thllwgslskyskhldrsdddGuestsColleaguesHotelownersanddevelopersLocalcommunitiesinwhichweoperateShareholdersVendorssuppliersandcontractorsIndustrypeersandrdsscsJournalistsandmediarepresentativesNon-governmentorganisationsnGosdusddvsrshlshvggddi2012wggdurskhldrshrughvrusvuscmmuc.WulshdurfrsxrlSuslyRrdrdsgdurwscludurCrrRsslyvs.Wcuusxsgrcsssrdckcludgurcllguggmdgussscdlylysurvysvsrmgsdulcurulfclrr.sustainaBilitygovernanceorganisation 8MandarinOrientalHotelGroupSustainabilityReport2012CmmmnsndprccsassdnurcrrrsnsblylcyMndrnornlscmmdcnrbunghcmmunsnwhchwrndrsnsblymngngurnvrnmnlmcsndsclcmmmns.commitmentscorPorateresPonsiBilityPracticesDeliveringexcellenceornnnvrnmnllyndscllyrsnsblwythrughrnngndducnwrmwrngurcllgusmkdcsnshrnvrnmnllyndscllyrsnsbl.Mngmnrsnsblysssgndndrsurcsrllcdmlmnndrvwrfrmncfcrrrsnsblylcycmmmnsndbjcvs.enggndnsrhrsnDngMrfrSusnblFuurSkhldrsrcnsuldndhrfdbcksslcdcnnuuslymrvurrfrmnc.thGrundurhlsrnrwhmmbrsfhrlclcmmunshhlndursmscrgvrnmnndnn-gvrnmnrgnsnschvbrdrsusnblygls.aDvancingsustainaBilitypublclyrrurmcnhnvrnmnthGruwllffcvlymsurndmnrhnvrnmnlfrnfllurrnsublclyrrnurrgrss.MrxcdlllcblnvrnmnlsndrdsthGrusncrrngnvrnmnlmngmnsysmsndbsrccsnurhlrnscnnuuslymrvrfrmnc.Mnmsurcnsumnfrsurcsncludngnrgywrndmrlsourrrswllmlysusnblbuldngrnclshrughuhlfcyclfhbuldngsngdsgndvlmnmnnncndrfurbshmnwhrvrrccbl.RducurgrnhusgsmssnswsndllunthGruwlldvlsusnblsulychnmngmngudlnsnsurhnvrnmnlcrrrknnccunnllurchsngdcsns.innvnndchnlgyrusdgrdullyrducurdndncnfsslfulsndmrvrsurcffcncynllrsfurrn.chamPioningcommunitypsvlymcurlclcmmunsndclbrurculurlhrgallcllgusrncurgdrcnrjcshcnrbuhwll-bngfhcmmunsnwhchhyrrjcshhlhsnndrsrvculurlhrgcnsrvnurlrsurcsndrsrhbs. Mandarinorintalsmissinistcmpltlydlightandsatisfyurgusts.Warcmmittdtmakingadiffrncvrydaycntinuallygttingbttrtkpusthbst.Dlivringexcllnc 10MandarinOrientalHotelGroupSustainabilityReport2012DeliVeRinGexCellenCelgdarysrvcshhamarkfurcmpayadwarcmmddvrgccadcdgpcasadaybass.thsscfcussurapprachsgussasfacmpymcagudvpmsafyhahadwssaswasrspsbsurcgafwhchhpdsgushhMadarorabrad. 11DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012DighingurGussMandarinorinacagusarcmmidmakingadiffrncvrydaycninuaygingbrkushbs.ourbrand-dfininglgndaryQuaiyexrinclQesrvicsandardsbringhGrusmissinvisinandGuidingprincisif.SincuxuryquaiysrvicisnfhGruskysragiccmncisacagusarmwrdadaanddivrrsnaisdsrvicachgus.thisinsirain-basdsrvicarachngagsbhcagusandgussnanminavncuragingagnuincnncinandcraingrufansfhbrand.tmasurcusmrsaisfacinandyayhGruussanumbrfquaiyimrvmnandassssmns.thGrusgussaisfacinyayrgrammaachfurhsinvisgussrvidfdbackhrughanindndncnsuanby-maiimmdiayfwinghirsay.Rsnssaranaysdmnhyandhannuavausarrsndbw.ourperfrmanceguestSatisfactinthabbwshwsgussaisfacinyaysurvyrsusfrhGruasmasurdinaurhs.Survyrsusfr2012indicagussaisfacinfrvraquaiyis87whichissimilartohistoricalvaus.ovrahsurvyindicascnsisnyhighvsfsaisfacinandyayhbrandvaryingsshanhrrcnaginsvrasinc2008.020406080100200820092010201120129090888887guestsatisfactionsatisfactionrating 12MandarinOrientalHotelGroupSustainabilityReport2012emplyrfChcemplyngndrnnglnscrclfrdlvrnghpqulysrvchdfnsurbrnd.tbnmplyrfchcMndrnornlslcshfnshsplyprfssnlsndmpwrshmwhnurbusnss.Wrcmmdnsurnghcllgusrrdwhrspccursynddgnyndhhywrknclnplsnndsfnvrnmns.Wlscmmprvdngffcvrnngndmnngfulcrrdvlpmnndprfssnlgrwh.Fnllywmnnnpn-drplcycrngnmsphrfhrmnyndculurffrnssfrllcllgus.ourprfrmancemlymntasfDcmbr2012Mndrnornldrclymplydvr12000cllgusncludngll27prnlhls1n2012ndllcrprffcs.Full-mcllguscomprised89ofourtotalworkforcewhilst4wereemployedparttimeandtheremaining7oncsulnn-cnrcbss.thmjryfhwrkfrccnsssofline-staffrepresenting78ofallpsnsncludngcsulcllgus.Mngrsndxcuvsmkuphrmndrfhwrkfrc20and2respectively.Weareahghlydvrscmpnywmplymsfurcllgusnfull-mbsswhbnfs.in2012Mndrnornlxprncdglblurnvrrof30whichisbelowtheindustryaverageof34.2Cllgusvrhgf50hvhlwsrofturnover18.Additionallytheurnvrrslwrfrcllgusntheglobalcorporateoffices18andhotelsinTheAmericas21.WehavedvlpdhumnrsurcssrgyddrsshghrhnvrgturnoverrateinEurope43.Rspnsurcllguengagementsurveyin2012was95withan85favourableexcellentorbvvrgrng.Snc2010hprcngfcllgusrngMndrnornlHlGrupsfvurblhsncrsdbynprcngpnyrvryr.Cllgunggmnsprcsscmpldnnully.in2012239cllgusulsdprnllvncludng113mnnd126wmn.ofhscllgus203returnedincludingallmen100and90women71.Thisrepresentsan85returnrateoverall. 13DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012CmrhnsivemlymntBnfitsbenefsareeredaMandarnorenacnssenwhrvaesasacarngandresnseemyerandaracandreanaen.Sandardenefsarervdeda-meceages.benefsvaryycanycayncdeeavereremenandcareenefsschasarenaanddsayeaveandheahnsrancecverage.oherenefseredmayncdenremrsemenandceagemeas.par-meandcasaceagesreceveenefsasreqredycaarawsandcndnsandheyaregenerayr-raedasednhehrswrked.divrsityanequalortunityatthCrfurCmanyMandarnorenasaverydversecmanywhagarn.themajryrceagesarelocatedinAsia61.Duetothenarersnesshemajryofcolleagues85arelocaltotheeranncdngmanagersandexecutives80.Localisdefinedasresdngnearahescanrsxmnhsrremymen.Managersaredenedasceagesdrecngadearmenrgrceages.CrraeeadershncdngheerangcmmeeandMandarnorenaHeGrsarddrecrsscmrsedmremen86andEuropeannationals71thanthecompanyasawhole.Senreadershahendvdahessmreehncaydversehanhecrraeeadershandsreresenavehecaan.ourprfrmancdivrsityin2012aa114nanaeswerereresenednrwrkrcever12000ceages.Chnesethaandu.S.czenscmrsed45ofourworkforce.MandarinorenaHydeparklndnhashemsdversewrkrcenheGrwhczensrm45cnresreresened.Womenmakeup45ofourtotalwrkrce.thegenderaanceacrssceagecaegressgenerayeqawhheexcenexecveswhareredmnanymale.Notablyhowever54ofmanagersandexecvesnderheage30areemae. 14MandarinOrientalHotelGroupSustainabilityReport2012SUSTAINABILITYFANSMadaroralSgaradMinDSSc1962hMvmrhillcuallyDsabldSgarMinDShasrvddducaadragllcuallydsabldlSgar.MadaroralSgarhasrudlysurdMinDSsc2005whdasadvlursaddragadmlymrus.thhlhrdsrsMinDSsud2006adhascudmlyaddalsudsvryyarsc.i2012ghMinDSsudswrmlydasar-msawhasksarrahrcgvablssuchaswrkghgrgdarmasahlrsckgwlsadldgaks.thssudsrmamlydaMadaroralSgaradhfrsrcruwasrclyrmdaull-ms.evrysudsmlydralashmmumsalaryrqurdarcahSgarCralprvdFudCpFhcmulsrysavgsrgrammudrrmhalhcaradhusgds.thCpFallwsrbrrwgrdrurchasahmwhchallwsMinDSsudssablshramlshrughcsshusgadmlym.iarly2013MadaroralSgarghrwhhrsulrsadcracrscsrucdaragrmsulkahlsuaaMinDSaclywhchhyhusrhushldadccuaalducaMinDSsudsadachrrag.MinDSsudClarcShhaswrkdaMadaroralSgarhegrgDarmsc2007.Clarchasakwrshaskshahrrmswllsuchasagadsadg.Cllagushsdarmudrsadhsablsadcuraghmwhchhasldgrarsl-smadcfdcgaggwl.HsssrWdyShalsacllaguaMadaroralSgarsaysthsjbhasdflymadadrcClarcsl.WhaskdabuwhahdsralvghwllalwaysaswrimagraMadaroralsmhghsayswhmuchrd. 15DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012ClarenceandWendySoh 16MandarinOrientalHotelGroupSustainabilityReport2012CguDvpmnourvsnswdyrcgnsdshsuxuryhgrupnhwrd.tchvhschndvrynfurcgushshshssnychvdhrughcnnuusrnngnddvpmncvy.lrnngnddvpmnsngrMndrnornscuurndurxnsvrnngnddvpmnprgrmmscnruhsksknwdgndmvnfurcguwrkfrc.thprcssfrnngsnvrvrcmpncy-sdrnngnsurshchfurcguscnnusrnndgrwndyss.ldrshpndprsndvpmncurssrcnducdsprfurwrkpcprcchrughthlrnngFrmwrkwhchprvdsdrshpdvpmnppcurcguscurrnndfuurcrrgs.trainingforexcllncourrnngssdupnhdvpmnfchncnddrshpcmpncsndnvvsmnychnqus.evrycgurgrdssfpsnprcpsnMovinrnngupnmpymnnrnnMndrnorndsgndhghyngrdnddynmcxprnchcrshdvrsyfcgusmpydrundhwrd.ishudndhMovinrnngsnrunyffrdhrd-pryprsnn.byhndfhs90-dyrnngprgrmmcgusknwhhsryndcuurfhcmpnyhrcrrphndpprunsfrdvpmnndhwmkdffrncvrydy.ascgusfwhrcrrphsndmvnsuprvsryrshyprcpnJSks 17DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012trnngdyqfdrnrswhhvnddon-JtrnngndGrtrnngtchnqscrfcnrgrmms.bhrgrmmsrdsgndddrshsksnfrrnrsndchchnqsssssgrdynmcsrnsfrknwdgndsssscmncydrmnwhnddnrnngsndd.inddnsrvsrsndjnrmngrsrncrgdrcnhMovudvmnrgrmmwhchsdsgndsssndngcmncschvnggsnddvngdrshskshsnndvdndwhnm.FrhrrnngsffrdmngrsncdngcsschsMngngprfrmncndDvmninrvwngfrSccssndprsnngfrSccss.inddn-rnngdcnsvcgshrghCrnn-nrnngmdsndnggrnnghrghRsSn.MovFrwrdsrgrmmdsgndfrmngrshnsksmngmnfhmsvs..ffcvnssrsncchngmngmnfhrs..mdrshmngmnfchngmnrshndmngmnfhsnssfnncsnssnnnghhndsfy.acmny-fnddexcvMbargrmmsffrdscsnrmngrswhwshcnnhrsnssdcn.thrghhyrcgsrssssdnhrdvmnndrfrmncwhchsrcrddhrghnn-ndvmnndsccssnnnngsysmcdprf.prrhsrfhyrcgssshdvmnnsndrfrmncgs.Md-yrrvwsrcndcdggrgrsswrdsgs.annrvwsrcmddscssnddcmnrgrsswhhj-rdcmncsndhattainmentofgoals.In201273fhcgsrcvdschperformancereviews71formenand74forwomen.Colleagueswhsshnfrmnhssrvcycydnrcvfrmrvwsfcmncsrgshghhydrcvnnfrmrvwfjrfrmncdrngwhchdvmnnndrfrmncgsrsshdfrhnxyr.orperfrncetrnngaMndrnornwrnfrcmncy.Wfcsnmsrnghrssfrnngrhrhnrcrdnghhrsfn.lrnngkscnrdrmnschndvrydynsmnydffrnwyscchngsssnsfdckcrssxsrshdwngmmngsn--njsksrnng-rnngcvsswsnmrfrmcssrmrnng.WhsmchfrrnngsnfrmyrcrddwmsrvrycrfywhhrchcgsrfrmhsksfhsrhrjhrqrdGrsndrds.in2012Mndrnorncndcd179ldrshtrnngsssnsncdngtrnhtrnrMovundMovFrwrdrgrmms.trnngprgrmmsmovein90-dyorennprcnsaCgsJbSkllstrnngprcnsaCgsmoveuprcnsSrvsrsJnrMngrsmoveFrwrdprcnsMngrsmBaprcnsHndCrrSnrMngrs 18MandarinOrientalHotelGroupSustainabilityReport2012SUSTAINABILITYFANSMndrnornMunchndthpssnbhbsDghfusrvcsxcdfrmfurcgusshhrfurcmnyndsrndhrughhlgndryQuyexrnclQecmnnfhMovinrgrmm.DsgndknccunhcuurdvrsyfhcnsnwhchwrhlQesdfnhcrxrncsnguscgunrcnsndrrsnhsyndnndhwrngurhsyndsrvc.DmnkRnrrnrMndrnornMunchn2012dvdrgrmmnhchvmnflQesnFdbvrgndRms.thrnngfcusdnhssnhsndhcguswhrcddvdgrrmvnndnhussm.thmssgwsnsmyudngnsjhsfnsyucrnghssnhsnurcmnyndhndusryrg.MndrnornMunchcgusrsnddswhrnngvdncdbyascoreof89in2012RICHEYLQECompliancea15improvementthatitwasmmndrgny.aeurnsurvsrsndvhvcmgnd.lQernngwrkshsrnwhdqurryndnvvwdysfm-udngndscfclQernngsmrvsrvc.tdsxqurrsfwrkshshvnhdndnrnlQevunshvmrvd.imrnyhnry150cguswhnddhrnnghvmrgdwhrnwdssndghurguss.MndrnornslgndryQuyexrncsncurghsfrmurcgus.lQetrnrDmnkRnrsyspssnhsscngus.WrkngwhcguswhhvhdrvchvurlQexcnsndkyndhsvrsnnsrn. 19DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012mandarinorientalmunich 20MandarinOrientalHotelGroupSustainabilityReport2012SSundSusnlin2012MndrnornlxnddsrrrySSundrgrmmncludnnvrnmnlscnndrnmdhrgrmmSSundSusnl.eslshdn2000hsngrdcmlncrmwrkssdnhcrrgudlnsllusrdrgh.allullyrnlhlsndrsdncsrcnnnnulcmlncudcnducdyhrdry.thvrllrsnslyrcmlncwhhgudlnsndhudrcssrmnswhhGruRskMngmnCmmndhhlsRskMngmnCmms.in2012wlsrmlsdurlngsndngrsrduchnvrnmnlmcurhlsyncludnghscvsnhSSundSusnlrgrmm.Gudlnsrhmngmnnrgymssnsndwrcnsumnswllshgnrnnddsslwsnwcmlmnrvusgudlns.audnggnshnvrnmnlgudlnsgnn2012hwvrnmlmnnmwyrswllllwhlsdhnwrqurmnsrhsnvrnmnlcvssrcnrunghvrlludrrmncscr.aComehensivepogmmereviewthSSundSusnlgudlnsrcnnuuslymrvdunnduddsmhdsvlvndsnwmcsrmhlcvsrdnd.in2012wuddurgudlnsnrllncsngnddddgudlnsrchldsyrldhmngmncshghchrssrllrsndcrss.addnllywcnducdhgh-lvlhrd-ryrvwhrgrmmnddndrunsnunhrgrmmsdsgnndmlmnn.thSSundSusnlrgrmmwsundmrxnsvhngnrlrccnhhslyndusryndfhscfcndsndculurScSSundSusnlprgrmmFireSaFetyinscnsngndmnnncllfrsyrldnsllns.BasedontheinternationallyrecognisedNationalFireProtectionAssociationguidelinesOccupatiOnalHealtHSaFetyHlhndsycsnhwrklc.BasedontheOccupationalSafetyandHealthAdministrationOSHAstandardsoftheUnitedStatesgovernmentSecurityScurygusscllgusndrry.BasedoninternationalbestpracticesHealtHandSaFetyHlhndsycsrldguss.BasedontheBritishandEuropeanstandardsFOOdBeverageHlhndsyrldFdndbvrgrns.BasedontheaccreditedinternationalstandardofHazardAnalysisandCriticalControlPointstandardsHACCPBuSineSScOntinuityplanningriSkManageMentovrllRskMngmnndusnsscnnuy.DevelopedonprovenriskassessmentandriskmanagementmethodologySpaFitneSSWellneSSHlhndsyrldSFnssndWllnssrn.BasedoninternationalbestpracticesenvirOnMentMngmnhrrysnvrnmnlmc.BasedoninternationalbestpracticeshGru.thsudyurhrdnfdwysmrvhfcncynhdlvryurrgrmm.ourcuswllnrducnghdmnsrvurdnudsnhlrnsndrnsnngmrfcnslunsrdcumnnndrcrdkng. 21DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012oupefmnceauditresultsi2012hGrpsvrllvrgdscrdcldbyhlfpercentagepointfrom90.3to89.8mrgllylwrhhGrpsrgof90.Performancesince2008isgrllysblwhlsshwprcgpschgfrmhyrofhighestperformance200891tothelowestperformance201089.3.ahsmmhmbrfcddshscrsdfrmhr2009122012dhmpcvrllprfrmchsbmrgl.thmbrfcddswllbfrhrcrsdlf172013representing59ofthehotelsandrsdcshrfllyprl.oupefmnceoccutinlheltSfetyWrkwhrhlsvrsprgdprmsrqrssfprccsdprcdrs.acmprhsvoccplHlhdSfyrprgsysmhsbplcsc2002dssdhrghMdrorlsprs.allwrk-rldccdsdcdsrrprddhrghlyvsgddfyhrcsdcrrcvdprvvmsrs.thcdsvryrcdslg-rmdclgrd2012drchdwhsrcllwf2.5cdspr100cllgswhichrepresentsadeclineof15.thsrsblwhlsrdhsplysfyrhudSswhchs4cdspr100cllgs.3thcdsvryrmsrdshmbrflswrkgdysprcdcrsdmarginallyby1to24.6dayspercd.thamrcscdhrsrgdwwrdsrdwhlserpcdhvhhghscdrdsvryr2012.Hskpgdkchsdhvhmscdswhhsypcllyrslglsm.nfrhlsrcvdsgfcHlhdSfyfrcfvl. 22MandarinOrientalHotelGroupSustainabilityReport2012SurcigRspsilyFddbvrgMdriorilcurgschhllvrglclsupplirsrhirprducs.Wviwsusilsurcigsppruiyusprducshwillhlpsuruurvililiyhsgds.Wcivlysupprdgghcmmuiisiwhichwprdllurhlshvuiquppruiisrsusilsurcig.Whilswmylsurcllprducslcllyhrdlclsupplirsisrichigxprichrigslclculurdfvursurgussdhlpsprvidjsihlclcmy.tsurhigh-quliygdssupplirsrudidrgulrlysprhSSudSusilprgrmmyhlprslwhrskdwihrviwigprducsdwrkigcdiis.Svrlhlshvkhisspurhryxdigpricipiihsudisdyriigcllgusrcgishighquliy.FrxmplChericZildhwrd-wiigrsurCiyZMdriorilWshigD.C.rgisdw-dysuigiapril2012discvrVirgiisculiryhrig.thidwssimpldmsrhdphkwldgdpssihVirgiisupplirshdrhirprducsdshwcshwquliyprducslkds.DurighriphirsupplirscllgusvisidhRpphckRivroysrCmpyyhChspkbydhDrdFmilyFrmwhichprducsvrysmllumrprmiumcurdhmsvryyriSmihildCuy.ChZildsdhhisrliskppurchsighshigh-quliydimsdurhmhhlshhssupplirscrihirpssircriggrprducsdrirlivighsmim.thsupplirsvisidhVirgiiculiryurrprslywlclsupplirshhl.MdriorilWshigD.C.surcsprducprisdirydgrisrmmrh15lclsupplirs.nvryprducissurcdlcllyudvlpiglclhigh-quliysupplirsrhmjriyimsisdsirlrmvirmlcmmuiydcmicprspciv.ourhrhlsprwihhsmphilsphysurcigmyprducslcllywhvilldcurgiglclgrwrsprducquliyprducs.ChfericZiboldatCityZn 23DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012SustanableSeafoodprogrammesSfdssplMndrnornlhlsndwrsnsvhmpcscusdbyvrfshngndnvrnmnllydsrucvfshngmhds.Frhrsnwprcvlycrdsurcngndrcblyrqurmnsnursfdsupplyndhvrmvdcrnspcsvulnrblvrfshng.in2012svnhlshvsubscrbdhMrnSwrdshpCunclrcmmndnsfundwww.msc.rg.inFbrury2012MndrnornlHlGruplsrmvdshrksfnfrmllrsurnndbnqungmnuswrldwd.FrhGruphswsbgspwrdssusnblygvnhprmnncfhsdshnasfrcrmnldnngccsnssuchswddngs.aMndrnornlHngKngndthexclsrHngKngwsxpcdhhshrksfnbnwuldhvsgnfcncnmccnsquncsncmplmnd.Hwvrhbncncddwhgrwngpublcprcpnfhndprsrvcnbdvrsyndhumnrmnfshrks.Duhsupprfurgusshbnnshrksfnhshdnmnlbusnssmpcnurprnsndmprnlywshrghhngdfrhnvrnmn.hotelintatvesMndrnornlSnFrncscsurcssprnfrmFllnHllsRnchwhchrssshpndclnspclgrssmxurhncludshghprnndmg-3fycdsffrngcnnuusnurnyrrundfrhnmls. 24MandarinOrientalHotelGroupSustainabilityReport2012SUSTAINABILITYFANSRfHnysMndrnornprsMndrnornprshsrmrcnnRuSn-Hnrsurrunddyhsryndfshnshng.ishshundrdsfscvsrsvrydyhnys.thrsrhcunhrrynsdrfhvnMrch2012whhhfcrgnsnarr.bsrnmrnrfhnncycndfnhrvnurnnvrnmnssuchsprswhchhsnscd-frznfrhsnyrs.inddhhsfrshrvsydd30kgfhnywhchexcuvChfthrryMrxndpsryChfprrMhurusngnhhsrcs.br8sffrssgnurHnyKngsncckmdfmnjucCnrurumwhskyrrrndhhshmmdhny.Gusswhrcnhrrysnvrnmnrgrmmssuchshscvrcmnfdnnsrwssrcvjrfhnyrducdfrmhrfhvsgsurfrcn.ashssuccssfurgrmmusrsrcnghrhscsysmcnhvsmdcusnfs.GnrMngrphlufsysourrfhvhsgvnusfnscrunyrswrnssmngsurcgusndgussfurcmmnrsnsyhrchwrdsdvrsy. 25DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012mandarinorientalparis 26MandarinOrientalHotelGroupSustainabilityReport2012HlhndWllnssMndrnornlshrrnhlhndwllnsswhswrd-wnnngndhghlyprsnlsdspxprncs.echSpMndrnornlsdsgndrcmplhlscxprnchgswllbyndsmplydlvrngmssgsrdbds.acsrhGrpsxprncssgnrtmRlwhchncrgsgssbkmrhrhnspcfcrmnsshsrvcscnblr-mdmspcfcnds.orsphrpshvbndvlpdncnslnwhspclssntrdnlChnsMdcntCMndmsrrmhrpssndhycmbnhpwrlcsrnlmrdnmssgwhhrmcbnscsm-blnddssnllscrdnqlyrMndrnornl.echsplsrsvryhrdscplnshncldnssnrncnsllngyg-chmdnbyndrlxnhrps.inndmhhlsrnrnlmlsndrcpsrgssndcllgs.SaproductsMndrnornlssgnrspprdclnhsbndvlpdspccllyrhGrpbyhwrd-wnnnguKbsdcmpnyarmhrpyasscs.thprdcrngncrprsbdyndbhlsswllsbdyscrbbdywshndlnllwhchcnnnrlnn-xcngrdnsndrprbnr.orprdcshvbnrmldbymsrblndrMndrnornlsspccnsndrvlblrprchsMndrnornlspsshgsscncnnsngspccblndshm.Drngprdcdvlpmnngrdnscnnrspckgngdsrbnnddspslwrcnsdrdwhhnvrnmnnmnd.ingrdnsnddrcnsrsrlblldnhprdcssrqrdbylclrglns. 27DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012nutritionurscsderedhedevemefrecesdrerfmesMdrorereres.Weeevehheusefcsesdrgcgredesehcessedddsheexerecefrkgme.iddrecedevemehsevvedreducesugrssdfswheresse.aervemeushveeecreedmyresurscudgveghwer-fdgue-freervdgvrussfrurguessdcegueshermechces.luched2010GurmeHehyDeghssrgrmmecreedycerfedurhdurcsuleisredhseememeedMdroreprstheldmrkMdroreHgKgdMdroreHydeprkld.bsedcemrryscefcreserchhergrmmecmesurhyrceswhcuryrfexyegrgurgudeesfedgrecesswesersrfmymesdyfe.GurmeHehyDeghsscmrsedfwrsheGuessecrvdesvvemeusehcefdversfesyesheCeguesecrmeshehyeghsdersdevemesgwhrccgudcehfsheccuure.SecfcechhewhdscsesefceGurmeHehyDeghssdsswsreghsdsksccuuredrdshecuryrfschefsdhewehfheregrduce.FrrekfsuchderweekedrgsysmesymsdefyseecedmeuemswcegresVydWeghMgeme.adshesremdeusgwhe-rcessedfdsdcysurcedrgcrducswhesse. 28MandarinOrientalHotelGroupSustainabilityReport2012hoelinavesaMndrinorinlbrclnchfsCrmRusclldndRulblmlngwihDr.MnulSnchzhdfhni-ginguniClinicplnshvdvldsixssnlni-gingmnus.echmnunsursrrclricinknduilissfdshslwhgingrcssndimrvquliyflifwhilsmininingflvurndcriviyfgurmdishs.thmnusrsrvdinMmnsrsurnndckkisvillfrurchs.teEnsaladadeContrastesSinAceitesaladfeauresefollowngngredensgoldenapplesrawberresiberanampeasprousrosepealsandescarole. asnndustrytsmportnttobwrofournvronmntlfootprnt.itssytontroducnrgy-ffcncymchnsmsndtmksconomcsns.edourdettdguGroupChfexcutvadvncngSustnblty 30MandarinOrientalHotelGroupSustainabilityReport2012environmentalsustainaBilitygoalsaDVanCinGSuStainabilitySsmpcserspecsfMdroresheperssweemrcesmespreserverevrmeprvdecresedgescmfrdeggedsprerceges.Hegessrdhewrdreecmgmrefmrwhssssesdherpersmpcermsfscecmcdevrmeresps.Gereghfehegessdecreheresesvessedevepme.Vrkw20ersgssedevepmeswfekecsderewgesswhechsghe.1Rsgcssecrgehewersdmgersdpevrmeesprccesdpmseeffcec.Sseprccessmkeesermgedrespdprcveregrreqremeswhchrecresgmvgwfrmsrcperfcscdehedesgcsrcdpers.Regrvesreedcmechgecdeheevfdreccrxes-reeweeergsrcesswesdrecmrke-sedmechsmsschscpdrdeegs.thesedrecddrecxesswescresedeergreswedcresefpergexpeses.Chggcmeperscscsecresedccrrecefrdssersdrskffecgrfrsrcrercegeshervehdsdrgessrveps.energyintensityemissionintensityWasteintensityWaterintensitykPiMJsqremerekgCo2esqremerekgfwsesedfGesnghlreGesngh2012gRedcf10by2012ver2007evesRedcf10by2012ver2007evesDevepcmpeeccrecssedmemesremeprcess2012Redcf10by2012ver2007evesacHievedacHievedacHievednOtacHieved2016gRedcf15by2016ver2007evesRedcf17.5by2016ver2007evesRedcf10by2016ver2012evesRedcf15by2016ver2007evesOn-trackOn-trackinitiatedOFF-track2020vRedcf20by2020ver2007evesRedcf25by2020ver2007evesReductionof20by2020ver2012evesRedcf20by2020ver2007evesOn-trackOn-trackinitiatedOFF-trackcsbReductionof10.6Reductionof13.0Mesremeprcesscmpeeshr-ermgdeveped.Reductionof8.8 31DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012tkingSockofourachivmnsundrsndnghhlxryhlxprncwprvdrgssrslsnhghrhnndsryvrgsfrsrcswhvsshr-rmndlng-rmglsmnmsrcnsmpnfnrlrsrcsndrmssnsvrywhrwcn.2012mrkshndfrfrsfv-yrcmmmnprd.Wsrnvrnmnlslnn2007ndswlkcknhpsfvyrswrprdnnnchwhvchvdrglncrsenergyefficiencyby10andtordcgrnhsgsmssnsy10.Ontheotherhandwemissedrwrcnsmpnrgy1.2.Itshouldbenotedthatnoneofrhlsrcvdnnvrnmnlfnrncfvlnn2012.orfllnvrnmnlprfrmncsmmryslcdnhappndx.asGrpwprvdgdlnsndlng-rmplnnngndwrlynrcllgsddcnndnnvndnfyndmplmnmsrsnddrvnwnvspprprfrhrhls.bsdnrprgrsswrcgnshmprncfshr-rmglsspprngrlng-rmcmmmns.ornwshr-rmgls20132016wllhlpskprckfrprgrsswrdsr2020rgs.echhlwllprvddwhhrndvdlshr-rmglsfrllnvrnmnlspcsfhrprnncldngnrgymssnswrndws.environmnlScopthfllwngscndlsrprfrmncndvncnghnvrnmnldmnsnfssnly.Wrprnhsfnrgyndwrndhgnrnfwsndgrnhsgsmssnsfrcvskngplcnsdhndrsfrhlsndsdldnhllsrnlw.inrffrsgrdllyxpndrrprngwrplnnnggrdllyncldfrhrcvshwdrclynflnchccrsdrprprs.aswlvhrnsprncynhwywmsrrprfrmncskywhvncldddldnshndfhsrprp.65rmhdlgysdclclrnvrnmnlprfrmnc.EXTERNALLAUNDRYFACILITIESCOMPANY-OWNEDVEHICLESGUESTTRANSPORTATIONSHOPSANDTENANTSRESTAURANTSBANQUETANDCONFERENCEFACILITIESGARDENANDIRRIGATIONGUESTROOMSSPAFITNESSCENTRESON-SITECOLLEAGUEHOUSINGBUSINESSTRAVELSUPPLIERTRANSPORTIONCORPORATEGIFTSINTERNALLAUNDRYFACILITIESOFF-SITECOLLEAGUEHOUSINGCOLLEAGUETRANSPORTATIONRESIDENCESscoPeofenvironmentalrePorting 32MandarinOrientalHotelGroupSustainabilityReport2012RdcngenrgyCnsmpnorhsrcdnhrdifferentclimatezonesTropical35Temperate35andMediterranean31.Hotelsconsumeenergyforvnnhngndcngghngckngndhrpwrrqrmns.Gnghndnhndwhnvsmnsnnwchngyhcnnsddcnfrcgsscrcrsccss.htlinttvsWhngngmprvmnsndrdcdcschvdvrhpsyrshrrnnnvsmnfrleDprjcshscmrcvndsvrhsmpmndleDrpcmnprgrmms.WhrleDwsprvsycsffcvnyncnnsyrsndchncyfsnyncnswhdmmngfncnshsnrgysvngchngycnnwxpnddrsschsgsrmspcrsndhrcnswhmrsphscdghng.in2012wndmjrrpcmnprgrmmsMndrnornBarcelonawhere40ofalllightbulbswrrpcdwhleD.Mndrnornbsnrpcdghsncmmnrs.DrnghrnvnfMndrnornSnFrncscwnsrdhleDghngwsncddwhrvrpssncdnggsrmshrnwfyqppdwhhswnrgysrcfgh.bckfhhsnrgyffcncymsrscnhvnvngrrmpcnnrgysvngs.Chdwrprdcnfrrcndnngshsngmsnrgynnsnsnnmshsndcnnsnfrfcsrs.ahrfrfywndprprscmprhnsvchrpgrdsvrhyrshvrsdnsgnfcnnrgysvngs.thssccssfprjcshpdsfnnsprccswhchwrdhrhswhwddnprprsngpgrddn2013.thsxmpshpgrdfhnsnsMndrnornHngKngwhchn2012rsdinatotalelectricityreductionof17frmsnndnnsvngsfuS825000.in2012whvcnndwhhnsnfngrdcnrsysmsngsrms.bydpngrcndnngndghngrmccpncysswsmhwchvnvrgnrgyrdcnof43comparedtoaconventionalcnrsysm.ingrdcnrsysmsrcrrnynsd5685or73oftheGroupshotelroomsandfrmprfhsndrdrqrmnsfrnynwdvpmn.ourprfrmncabslutenrgyCnsumtnthGrpssnrgycnsmpnn2012ws1326tJanincreaseof2inconsumptionassociatedwithanequivalent2ncrsnprpryszndgsnghs.ovrrGrprdcdnrgycnsmpny157tJn2012ympmnngnrgyffcncymsrs.2thrdcdcnsmpn20072012ws522tJwhchrnsscssvngsfuS19.6mn. 33DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012energyconsumPtionBytyPe2012percentDrectenergysourcespurchasedbyourpropertiestotal31thisincludesnaturalgasfuelolandpropanegas.indrectenergysourcestotal69includingelectrctyandotherenergysourcessuchassteamheatedandchlledwater.eleCtriCitY61propane1ChilledWater4heatedWaterSteam4dieSel10naturalgaS20aBsoluteenergyconsumPtion20072012tjyear030060090012001500200720082009201020112012AbsoluteEnergyConsumptionReducedEnergyConsumption1249121512671307133132615711095271210 34MandarinOrientalHotelGroupSustainabilityReport2012ourprfrmancenrgyintnstyenrgysandgrnhosgasmssonsrlavohszoforproprsarhkyprformancndcaorshawsomasrorprformancovrm.thsndcaorsallowsoaknoconsdraonhgrowhofhcompany.in2012hnrgynnsyforhGroprmandsabla1609MJm2yar.thprod2007o2012hasshownasadydcrasnharlyyarsandhnasablsdprformancsnc2009.0500100015002000200720082009201020112012179817411596159816121609enrgynnsyhassablsdsncnalmplmnaonofmajornrgyffcncyprojcsn2007and2008.energyintensity20072012Mjm2yearthGropsrdcdnrgyconsmponfrom2007o2012rsldncossavngsofuS19.6mllon. 35DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012RducngemssnsovrhpsdcdMndrnornlhsfcusdnnrgyffcncyshssnrwdrclycnrl.ourgrnhusgsmssnsrdrclyrldurlcrcycnsumpnswllshburnngfnurlgsndfsslfuls.Cross-sctorCoaboratonMndrnornlrmnscmmdhndusry-wdglsfhWrldtrvlndtursmCunclWttCrduclCo2emissionsbynolessthan50frm2005lvlsby2035whninterimtargetof25reductionby2020.innffrcnrburnsprncyndcmprblyfprfrmncmsurmnsnhhsplyndusrywrprcpngnhffrsfhHlCrbnMsurnginvHCMi.on12Jun201223ldngglblhsplycmpnsrgnsdlunchcmmnmhdlgyfrmsurngndcmmuncngcrbnmssns.thdvlpmnfcnssnndusry-wdpprchwllprvdclrycusmrswhwuldlkundrsndhrcrbnfprnndnurnhlphmchvhrwncrbnrducngls.locatonSpcfcemssonsIn201277ofouremissionscamefrmlcrcyndmssnfcrsrmncrclcmpnnfrchvngurrgs.thmssnfcrslrglydpndnhsurcfnrgywhhydrpwrhvnghlsndcl-frngpwrplnshvnghhghsmssns.in2012hlwslcrcymssnfcrnfurhlsws40kgCo2MWhndhhghsws809kgCo2MWh.thccurcyfhmssnfcrsslscrcl.Smfhlcrcyprvdrsdsclshrmssnfcrssprfhrwnsusnblyrprshwvrwfndhfrquncyfupdsndccurcyfhmsurmnsmkshssurcunrlbl.Whvhrfrlgndllurdwhhmssnfcrsfrmhinrnnlenrgyagncyieandwwlllgnfuurrprngwhhrnnulupdsfhmssnfcrs.Wrcgnshnmnycunrswhrwprgdprgrsshsbnmdnrducngmssnfcrsfrlcrcyndhshspsvlympcdurprgrsswrdsurgls.ahsmmwhnwprjcurfuurmssnswrmndfulhhmjryfurnwhldvlpmnsrlcdnrshhvmssnfcrshghrhnurcurrnvrg.thschllngfurhrmplfshmprncfurvrllsrgydrvrducnnmssnnnsybynrgyffcncy.hotintatvsSncFbrury2012nnffrmghhlsmpcnclmchngMndrnornlWashingtonD.C.purchases100wndpwrfrhhlslcrcyndsfrmhulycmpnyWshngnGsenrgySrvcsWGeS.thRnwblenrgyCrfcsReCsfrhwndpwrrGrn-enrgycrfdbyhCnrfrRsurcSluns.thhlsmssnsrldhusfnurlgsrlscmpnsdwhWGeSClnSpsCrbnoffss.thmssnrducnsfrmhReCsrncluddnhgrnhusgsmssndprsndnhsrprwhlshcrbnffssrxcludd. 36MandarinOrientalHotelGroupSustainabilityReport2012ourprfrmncabslutemissinsin2012heaslueemssnsgeneraedyheGrupamuned157000mercnsCo2equvalen.3beween2007and2012wereducedemssnsy61000mercnsCo2equvalenymplemenngenergyefcencymeasures.thsreducnnemssnssequalakng11965carsherad.4aBsolutegreenhousegasemissions20072012thousandco2-year050100150200200720082009201020112012AbsoluteGreenhouseGasEmissionsReducedGreenhouseGasEmissionsTHOUSANDS152147150156162151572212103talemssnsarerelavelysaleevenwhaslghncreasenenergycnsumpn.Scpe1emssnsarecmpsedemssnsrmdrecenergysurcesncludngnauralgasdeselandprpane.5Scpe2emssnsarehesumemssnsrmndrecenergysurcesncludngelecrcygeneran6chlledwaer7andheaedwaerseam.8DuehenaureurusnessndrecemssnsScpe2makeuphelargescmpnenuremssns.theseemssnsarermenergysurcessuchaselecrcychlledwaerandheaedwaerseam.greenhousegasemissionsBytyPe2012percentscoPe1emissions15scoPe2emissions85 37DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012Tofurtherreduceourcarbonfootprintwewillcontinueourstrategyofimprovingenergyefficiencyaswellasgraduallyintroducingrenewableenergysourcesandcleanerenergyalternatives.Wewillminimisefueloilusedforboilersandheatersbyreplacingthemwithsuitablealternativessuchasheatpumpsandrenewableenergywherepossibleorbyusingnaturalgas.Wherefinanciallyviablegasusedforcookingistobegraduallyreplacedbyelectricity.FugitiveEmissionsIn2011and2012weexpandedourfocusonanadditionalsourceofgreenhousegasemissionsspecificallyfromthefugitiveemissionsofrefrigerantsthatarereleasedunintentionallyintotheatmosphere.Fugitiveemissionstypicallyoccurfromleaksinrefrigerationsystemsorwhilsthandlingcoolingagents.TheyincludehydrofluorocarbonsHFCsusedinrefrigerationandairconditioningequipment.GuidelinesrelatedtothemanagementofrefrigerantshavebeenincludedintheSafeSoundSustainableprogrammeinordertoprovideaglobalapproachtothesubject.In2012fugitiveemissionsfromallofouroperatinghotelsequalled13098tonsofCO2-equivalentswith71oftheseemissionscomingfromthreehotels.Wewillcontinueourworktomanagetheseemissionsinamoresystematicwayfocusingonthethreepropertiesthataccountforthemajorityoftheseemissions.Fugitiveemissionsarenotincludedinthecalculationoftotalemissionsinthisreport.050100150200250200720082009201020112012220211200197200191Muchlikeourenergyintensityouremissionsintensitydecreasedin2007and2008andhasbeenrelativelystablesince.Weareagrowingcompanyandrenovationsandnewhotelsmusthavethesameefficiencyorgreatertohelpusmeetourtarget.greenhousegasemissionintensity20072012kgCO2-m2yearBetween2007and2012wereducedemissionsby61000metrictonsofCO2whichisequaltotaking11965carsofftheroad. 38MandarinOrientalHotelGroupSustainabilityReport2012RdcngWsin2012scmmdnlsyrsrprwssdrWsMngmnGdlnsndrhSfSndSsnblprgrmm.thmnbjcvfrhgdlnsscnssnlymsrhwssnlndfllnddvrdfrmlndfllbyrhls.thsmypprfrsglncbvrysmplskhwvrhlckflclrglnsndcmbndwscllcnpnsfrhlslcdwhnmxd-sdfclscmplcshsffr.ashprfrrdpnndypclfrrprprsnerpndhundSshlsbnhrdfrmwscllcrsdrcly.inasdhlckfhsdrhlscnslcwghhrwsbfrdspslrrckhnmbrfwsrcpclsndcnvrwghsngsndrdcnvrsnfcr.Basedonthisprocess62ofourhlscllcdcmprhnsvdn2012.Wwllcnnhwrkndgrdllyncrshnmbrfhlswhcmprhnsvwsd.thdcllcnprcsswllcnnbddnnllyndrhSfSndSsnblprgrmmnsrcmplnc.Wcnsdr2012nd3.19kgwsgsnghsrbslnyrmsrmn.isrshr-rmtargettoreducethisby10by2016.inrclclnswssnmncplncnrrssnclddnwssnlndfll.thvlblfrmsfrcyclngvryrmndslynhcmmnswhrwpr.oncgnwbnffrmhmrsrngnndwllsblshdprcsssnerpndhamrcswhlswfndlsscnssncynas.orcrrnpprchsfrchhlsblshwsrcyclngprgrmmdpdlclcndns. 39DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012WasteByDisPosalmethoD2012percentWastesenttocomPostingsite3overallrecycling13WastesenttolanDfill54WastesenttomuniciPalincinerator30helinvesfrecyclnMdroreSFrcscveedxrsewerrsMy2012ceerhehes25hversry.thewrd-wgprperywsredesgedySFrcsc-sederrdesgerMchebhbaMowhreewedsyedcemprryeegceegMdroresrsheheuedSes.Drgherevhehekcremesresesrehevrmey-redyprcessesdprdcsweresedsprrssyersrmhesew-VoCpsdhesvesdcrpeFSC-ceredwdfrghesesspdesscere.therevchederyeverycehehermhecsrcereyewycmpeeyrershedgesrmsdsesredesgedsgreresrdhecreewsp.lcregsreqredhminimumof65ofdemolitionandcsrcderserecveredddveredrmddspseherhrghrecycgrdmershceresed.therevMdroreSFrcscachievedarecoveryrateof89wellvehemmmreqremeredcghempchhsrevcdhvehdheevrme.MdrorehesnrhamercceprerwhCeheWrdydgspsdshmpcresdpcheh.tdeMdroreheshvedveredesspdedmeesrmdspsrdCeheWrdresg45000rsspdeveredpepeeed.i2012eeryveswsehseedveredrmdhrghhsve.oupefnceabslueWsegeneni2012hesewsegeeredwas6929tonsofwhich54wasdisposedofinlandfills16wasrecycledorcompostedand30sentcerrs.9telbbyscsemndnoenlSnFncsc 40MandarinOrientalHotelGroupSustainabilityReport2012SUSTAINABILITYFANStheRdRecycgMdroreKulumpurMdroreKulumpursefheGrupsrgesprperesdmswrkfrcefver800cegueswh2012wecmed240000rmguessd530000fddevergeguess.iseryyersfperferpeg1998MdroreKulumpurecmewrefshghevrmempcgeergsme930sfwseuycmpretheweightofabout690cars.TherecyclingrateinMalaysiaisonly5ascomparedtoneighbouringcountriessuchasSingaporewith56Thailandwith50andthePhilippineswith12.10tmprvesrecycgeffrshehefrsuchedwreesscmpgmgcegues.Cfrmedssuccessdecdedkesysemcpprchevrmemgemed2003hehedevepedevrmemgemesysemdecmeiSo14001cerfedwhchhsremedeversce.bsedhefudfhe3RsReduceReusedRecycesprmedyheMysgvermehehedyssrecycgprgrmmewh15dffereems.aprfrmpckggmersherecycgprgrmmecudesemssuchsereswdsprscmpuersghusckgdruergves.Recycgprcceshvesreceyeeexpdedsuchhceguescrgusederesdghushehefrprperdsps.theseveshvehepedhehesedycreseherecycgrehecurreevef13oftotalwastegenerated.Challengesremainsuchasraisingawarenessamongnewandyugcegueswhrefecfredwhhepcfrhefrsmeupjghehe.ahughrecycedwsesegprperysepredheheddeveredregseredrecycgcmpeshdggvermepprvedpermsheprcessgdfdesfhegdsmescksrsprecy.therececusfhesevrmemgemeprccesheGrupsSfeSudSuseprgrmmewhepfurherheeffrsswhgesmesuredgesde.ihefrsevrmeudheherechedpscres.thsechevemesreredhegsdgdcuusedershpfdvduswhrymkedfferececurygreeedfremdes.DrecrfbusessMgemeaengsysSusywyecmereyfwemkeprfeverydyfe.WheewceguesjMdroreKulumpurweemphssehhereverydycshweversmchvegmpcvermewhregrdheevrme. 41DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012mandarinorientaKuaalupur 42MandarinOrientalHotelGroupSustainabilityReport2012therfpplamandarinorienalBarcelna 43DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012ReducngWerCnsumpnHelsusewernguesrmsspsndswmmngplsswellsnnn-guesresfrlundresclngsysemsndrrgn.ourfcuswllremnnreducngwercnsumpnnnn-guesreswherewecnmkehegreesmpc.asf2012llMndrnorenlhelsnwerfrmmuncplrcywersuppleswhheexcepnfwprpereswhchrelyprllyngrundndsurfcewer.Muncplsupplyccunsfor84.1groundwater7.7andsurfacewater8.2ofourtotalwersupply.lcWteravibiityourGrupundersndshemprncefwerurusnesshumnhelhndheecnmcvlyfhecmmuneswherewepere.Wehveherefrekensepsenhncehemnrngndmngemenfurwerusendhvedenfedhelshrelcednwer-sressedres.apprxmelyne-hrdfurhelscurrenlynpernrncnsrucnrelcednpenllywer-sressedres.tnurwersressssessmenwelevergedledngwervllylsWbCSDGllWertlndheWRiaqueductlswellshrd-prysujecmerexper.ourperfrmnceabsuteWterCnsumtintheGrupssluewercnsumpnncludngrrgnclngwersndswmmngplsn2012ws2224000cucmeres.11beween2007nd2012urGrupreducedwercnsumpny777000cucmereswhchsequvlenhemunfwerneededfll311olympc-szeswmmngpls.12aBsoluteWaterconsumPtion20072012thousandM3year05001000150020002500200720082009201020112012AbsoluteWaterConsumptionReducedWaterConsumptionTHOUSANDS226120281873200122251162224102223214122Weruseshghlyvrlendcrrelesguesnghs.Wereffcencymesureshvereducedcnsumpnusgrwngpernwemuscnnuedenfyresfeffcencymprvemen. 44MandarinOrientalHotelGroupSustainabilityReport2012ourperfrmanceWaterintenstyWtrconsumptionprgustnightisthkyindictorthtwustomsurourprformncovrtimsittksintoconsidrtionthgrowthofthcompany.In2012theGroupsaveragewaterusewasreducedby8.8over2007levelsandthereforewedidnotreachour10reductiongoalfor2012.Weareconfidenthoweverthatwecanretainour2020goalofareductionof20ndhvstblishdnggrssivgolforour2016goltokpusontrck.Waterintensity20072012litresguestnight02004006008001000200720082009201020112012988907901885971970efficincyimprovmntshvbnrlisdbuthvrmindrltivlystblsinc2010.additionlimprovmntswillbncssrytorchour2016nd2020trgts. aslederinluxuryhspitlitysteepedinthevluesftheorientMndrinorientlHtelGrupunderstndstheimprtncefculturendcmmunityturbrnd.ChmpiningCmmunity 46MandarinOrientalHotelGroupSustainabilityReport2012CHaMpioninGCoMMunityWllmbrchcmmswhchwrdwrcmmdcdcgrbssswshhvsvmcsc.Mdrorlsrsmwrhcsswhsclcsclrlhrgrsrvdcmmrgrmmsr.Wcrgvrhlgvlvdscmmwshmkhmshrskllsdrcssbwhchhrss.iddhGrcrdsbrdrvscrrgshwrld.ClrlHrgthrsrvrscdclrlrdssvlsrghrcdjmrrgrs.Wclbrrrlrsdmbrchlclclrqchhlrmhslcchhlsqsmblcrsrrsdrcrsrv.FnsechMdrorlhlsdsgshdbswqrdlmglsmblrrlclrhmbdshGrslxrsdlgmgwhlslsbgrlcvchrrslclchrm.trhsrdMdrorlcmmssdwrldrwdshdsgrVvtm2012crrgldsgrhgMdrorlGgzh.asvGgzhtmhssrgmlchmhc.ShsdlsrdbhchGgzhwshrlsChsrdgrhWsdshcrdhsmblssGgzhsbdddvrsdrgsrmsrs.thrscdsgclvrlcmbsChsrmskwhgmrcrdfrlmwhchrfcsGgzhsrsfwrc.thslmscrdrgvbrclrsrfcGgzhschrcrscss-cdmdrdcmrrcwhvbrlclclr.thsllqsstmgvhshsrcdhrgldsglmsrmhrwbrccllc.mndinoincissindwdnwndshindsinVivinntcniinndsinhninmndinoingunzhu.mndinoinlsVsnbwisniinsikinincdbyChins-aicniseicJijul.pudydisydinh23dfSkylbbyhwkissichvibncusinsidbyhsuundinrdrckcnynsndhskhhscinnhlsVsSi. 47DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012themndrinorienlFellwshifrCulurlpreservinwihheasinCulurlCuncilFdd1963hasCrCcaCCsrsrsrmvcrxchgwrdggrsasdamrcrssschrsdrgssrcrvwrkdsdhudSsdas.Sc2005MdrorHGrhsrrdwhhaCCddcdFwshrhrsrvdgsrscrsdrdsas.i2012hMdrorFwshwswrddKr-amrcvvrsJrKhwhmrkdsvjrxrshmrdmscrdsKr.KhswwkswrkgwhprssrJgsygrmrhdhnFkrMsmKrwhkhrsvrcshrsdrS.KhsrvdCmddVmdsvrccrsrddcdmscdshvsdmrbddhsms.KhsdhhrmashsrsdwwrkwhhdrcrRrWswhchwrgrchrhdvmddhrs.Khsdthdrhrhcdcrhcmsdgsrmssrgrhswrkwhchwhlvrprsnvmr2013.thqsggdhdcmgrrhdsghrgdccgfcshrmhrsswrwdw.thrghhrMdrorFwshKhwsssrdcrhrrjcbrdgbhvwhchscrss-crxrbhvsccmsrscmgrm-WsrcrswhcmmsssrmcmsrsrggrmahChgVjir.MrwrdscxrssmgrdhasCrCcdMdrorrhs-chggxrcdimgrcmrsrchxrwhirshscdrmwshsdKh.pHotoGRapHbyJueRGenFRanKJenniferKh 48MandarinOrientalHotelGroupSustainabilityReport2012SUSTAINABILITYFANSMadarorealSaaSharesheWafheShalWhsSaeraMadarorealSaaemlsaeseemedShalmkMaserHasecalsaceChesehealgracces.bradrasedHeaprvceMaserHegaragShalKgFasachld.MaserHsfamlsseeedheradsfShalhsfaherhsaadclesallracceShalKgFwhlshscleGradMaserShDeysefChasmsdsgshedahresheShaladSadamaralarsfeld.thrghclassesfferedaMadarorealSaaMaserHhelsedcaegessherclesfZemedaadheeefsftaChQggShalKgFadhearfheteaCerem.iaeffrshareMaserHskwledgewhherMadarorealgessheGrvedMaserHvsheuedSaesfrhreeweekshefallf2012.DrghsvsMaserHledexclsvewrkshsChesehealgarsfferggessherraccewhageemaser.thesee-f-a-kdsessssrrsedaddelghedgessleavghemwhlasgsvemresssfherexereces.nalMaserHwassghacleceleragheraversaraMadarorealbserfrmateaCeremadheQGgadMedasess.thehelwasdelghedarragehssecalrfrheclewhwerehrlledhaveMaserHasarfhercelera.MaserHsvswasssccessflhaheGrssadvsedscesmlarclleageclralexchagergrammesfre.RegardghsexereceeachggesssdefChaMaserHsadpelearehesameallverhewrld.Zemedahelseveresdadmdshemreelewhexereceheeer. 49DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012masterhu 50MandarinOrientalHotelGroupSustainabilityReport2012mandarinorintaJakartaeducatsandewrslcaKidsDrgRmdMdroreJkrvedsreechdrefrmhe-rfrgsysShakerheerwrkgsfhe.o10ags201225chdreges1217shdwedhecegeserfrmgrgefdcvesfrmesrgsfefrgessfrmhehessecrmgerdecrgckewhchef.i150cegesveeredhermehewhhseffremwerdedcehecchdre.CmmprgrmmesMdrorehescreherccmmeswhmrehhhrcsr.orcegesreecrgedrcedrecwheherhrghveergfdrsgrcrdgevesfrcchrecses.thssechghghsmfhemrcmmvesfrmrhecegeswhrehegdrgherfrehercmmes.CunitySrvicatmandarinorintaBangkkMdrorebgkkhseecvechrecsesscmmfrdecdes.theegedrhehshedcmmservceevesce1982whchhscdedsssceeedschsthddgrresfrherehcethchdresedcdgmersfredcdvcrsesswesssscewhfrsrcreddgmrvemes.i2012MdrorebgkkcecedveruS9000cegedsreveewdgceefrsdesfbnhgDSchtmnhgdamhrnhgdSrrrvce.theschsdceehdercsedwhckedcegsderedrf.Whhehef80veersfrmheheheewceewsffcdeveredhesch6ocer2012mchhedeghfhesdes.mandarinorintahydparklndnandmacianCancrSurtFrmsereggsfded1911DgsMcmMcmCcerSrhsgrwecmehergesccercredsrchrheuedKgdm.iDecemer2012MdroreHdeprkldreredwhHrrdsdermesrerghdcheerfmesheMcmCcerewrkwhfesveeveghehe.ivedsecrecemeeHrrdsFherChrsmsresdchdreheedhecegesdecreggerredhseswhsejghsfcrresdhdmdeswees.MsmrhechdremewhFherChrsmsdrecevedsecgfffgherhddrems. 51DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012MandarinOrientalParisandAChacunsonEverestAChacunsonEverestaidschildrencopingwithcancerorleukemiathroughguidedmountaincampingexperiences.FarmorethanaweeksholidaythecampisatrueexpeditionofdiscoveryinwhicheachactivityisasteptowardsthefinalgoalreachinghisorhersummittheirownMountEverest.Foundedin1994thecharityorganises15to20campsinChamonixeachyearforapproximately250childrenandteenagersingroupsof12to15perweek.Recentlytheorganisationexpandeditsmissiontoassistwomendiagnosedwithbreastcancer.ColleaguesatMandarinOrientalParishaveproudlysupportedAChacunSonEverestthroughvariousfundraisingactivitiesheldthroughout2012whichresultedinadonationof7000eurosforthecharity.GeneralManagerPhilippeLeboeufisalsoontheboardofAChacunSonEverestandhasenlistedthesupportofseveralluxuryhotelsinParistosupportthisworthycharitableorganisation.MandarinOrientalNewYorkLendsaHandforHurricaneSandyRecoveryTohelpthevictimsofHurricaneSandyMandarinOrientalNewYorkorganisedaLendaHandcolleaguevolunteerprogrammeinNovember2012tobenefitTheRobinHoodFoundation.Formorethan20yearsRobinHoodhasfoughtpovertyinNewYorkCityandthecharitylaunchedalarge-scalereliefeffortimmediatelyafterHurricaneSandytoaiditsneighboursinthetri-stateareawhoseliveswereaffectedbythestorm.ColleaguesatMandarinOrientalNewYorkwereatthereadytoassisttravellingtovariousnon-profitsacrossNewYorkCityinordertoprovideblanketsfoodclothingandmoretoresidentsinneed.InadditiontotheirvolunteerhoursMandarinOrientalNewYorkraisedoverUS4000forRobinHood.MandarinOrientalHotelGroupwasdelightedtofurthercontributetothehotelsfundraisingeffortswithaUS10000donationtoassistinRobinHoodsHurricaneSandyrecoveryefforts.MandarinOrientalMiamiHelpsServetheHomelessTheMiamiRescueMissionisanon-profitorganisationdedicatedtotransformingthelivesofhomelesspeopleprovidingbednightsandmealstothousandsofpeopleeachyear.TosupporttheMissionsimportantworkinthecommunitycolleaguesfromMandarinOrientalMiamivolunteeredthroughout2012oneeveningeachmonthtoservefoodtohomelessmenwomenandchildren.Hotelcolleaguesalsosupportedthecharitythroughclothingdonationsincludingatennisshoedrivetoprovidechildreninneedwithnewsneakers.DuringthemonthofNovemberMandarinOrientalMiamialsohostedanannualfooddrivefortheholidayseason.TheactivitiessponsoredbyMandarinOrientalMiamihelpedraiseoverUS2500fortheMiamiRescueMissionin2012. 52MandarinorintaHtGrSstainaiityRrt2012MandarinorintaSanFranciscRnvatsandRssfraGdCasinmy2012mnnonSnFncscsccssfycjnvnvnnwfchfsmnnonynhacs.dnhnvnhhnsfssws.thhsnnbnnnswnlknSYhSvcshcysnvfchnncyshyccnsnhsnnjbnnfskyhnSnFncsc.ewbachbrmdasGnraManagrGtslckdufrCharityebwBchBgnmnewShknhsnsCbylck-u2012nnnchbvnhnsnbsnsnB.mShvnhsnsnyfbbnfprideBnn-fnsnhcsnwsynbhhyfsychcsnsnch.SANFRANCISCOBERMUDACmmnityprgrammsHrarsmxamsfcharitaactivitisndrtaknyrhtstsrtthircacmmnitis.MandarinorintalasVgaspartnrswithCanthWrdin2012CnhWnhlsVsrcycnonCnvnscsshunSsnv50cnsww.thsnwfcycssccnnfnyshnsfvhwsnnfhunSsncnmnnonlsVs.thhhsvv1750nsfnscsfssfnnCnhWsnn6000nwbsfsfsbnchnnfsww.LASVEGAS 53MandarinorienaHeGruSusainaiiRer2012MandarinorienaHngKngpariciaesinheoxfamtraiwaker2012o16nvebe2012cegesfmoehgKgkeoxftwke.Fcegesweegecbe100kcseeseeyfoxfsveyeveegecyeefjecsafcas.teefmoehgKgceeeceef28s29eseffsefegesfsgsgeveshgKgwcssehK365uS47scess1986.BARCELONAKUALALUMPURSANYAHONGKONGMandarinorienaSanaandyingmaiprimarSchmoeSyeewYgpyScfWzsmffeccef-feexeeceeessmoKsC.o22decebe2012eevefvesesges412fYgpyScegsfgesececves.imoeSye300bksescsbeby.MandarinorienabarcenaMakesDreamsCmetruewihtheWishingtreedgeteeKgsymoeBceeesceefceseesgCweesWsgtee.icjcweSdeseFcegessesecyeeeesbbyfeeeescgwsesfeessce.teevegesseeeesweceeeecseeseffeey.F1decebe20125Jy2013teWsgteececeeuS1500egzesfcesywsescee.MandarinorienaKuaalumurHesReuidorhanagesCegesmoeKlgveegebwcgesrJKsrKk-KkCctmeg.o2021decebe2012e30ecegescegeebewfeesewsrJKs.VeesseeeccsecgesfceceejyrKk-KkCctmeg. 54MandarinOrientalHotelGroupSustainabilityReport2012SUSTAINABILITYFANSMdrorWshgD.C.sFanscMrchCgsMdrorWshgD.C.rgvgckhcmmyShwsD.C.hrghhrFanscMrch5KrwkhhdchSpmrrsfdsfrcchrs.i2012hhddcdsFanscMrchfdrsgcvyfhcamd-bwemrySchdspcfcyhschsvdrry.thschhspprxmy300chdrdgkdrgrhrghsxhgrddsvdrrycdsghksvrygrdvspprfrdgcrrcm.WhcgdcmmydsdduS10000grfrmMdrorHGrphhs2012FanscMrchvrsdmrhuS40000frhschrggksdwrgpprschdrhcmmy.DrcrfCmmcsldbrsysaMdrorWshgD.C.wrcmmdprvdgdghfxprcsrgssdsmkgsgcrrcmmyShwsD.C.thFanscMrchsgrrfcfrcgspssdmrfrssfr.Wrprdghxrmfrgssdfrrcmmy. 55DELIVERINGEXCELLENCEADVANCINGSUSTAINABILITYCHAMPIONINGCOMMUNITYMandarinOrientalHotelGroupSustainabilityReport2012lindaBetran 56MandarinOrientalHotelGroupSustainabilityReport2012FutuReDiReCtionSHvgchvdsvrlfrshr-rmvrmlgls2012wrcrgdbyrprgrssbrcgshhrssllgrdlmrdrssblyjry.Wwllccllbrwhrhlswyscrsrgyffccyrdccrbmssscsrvwrdlmws.i2013vryhlhGrpwllrcvdvdlshr-rmvrmlglshwllhlpsmrprgrssdfychllgsdkcrrcvcwhrcssrysrwmrbrdrvrmlbjcvs.thflmplmfvrmldmgmsysmscrssrhls2013wllgrlysssrhlsrckghrprfrmcdmgrrgs.orcllgsrmrmsmprrsrcchvgrssblyglsdwrxpdgmplyggmhrghhlchfrGrp-wdssblyrg2013.asvrskhldrfdbckspprsr-ggffrsmprvrprfrmcdprvdmrrsprcmmc.ifydlkshryrvwsrssblyprgrssdhsrprplsccrcrprrspsblymssblymhg.cm. 57appendicesMrOrtlHotlGrousutbltyRort2012SusnbyawrdsndCrfcnsaWardSmandarinorientalBoStonMassachusettsLodgingAssociationAwardforOneTimeEventsRcvdnMrch2012frhCbrChnFmyCuurDywhhpbdyessxMusum.mandarinorientalKualalumpurMalaysianMinistryofTourism-GreenAward2012iscrrcvrmunvrnmnndsccrr.TheSpaatmandarinorientallaSVegaSSpaFinderReadersChoice2011BestinEnvironmentalPracticesonfh10ssnmndbyhubcwww.sfndr.cmrc.mandarinorientalSanYaFiveGoldLeafGradeChinaGreenHotelbytheNationalGreenHotelCommitteeandChinaAssociationonyghhsnHnnrcvdhswrdfr20102014whchswrddfrhsrrsnnvrnmncnsrvngrnrgrmmsfdsfyndhygnndnrgyffcncynsngsndngcmmmnhnvrnmn.mandarinorientalWaShingtond.C.AwardforCommunityServicein2012StarsoftheIndustryAwardsbyHotelAssociationofWashingtonD.C.awrddfrrgrmmshdmnsrhhndvdurrysrsnsvhccmmuny.exmsncudcmgnsbnfcrnnsrvcrgnsnsrchrssrvcnyrfhcmmunyhrughscrjcndjnundrkngswhcmmunygrusfrhbnffhr.CertiFiCationSmandarinorientalKualalumpurISO14001Crfdsnc2003mandarinorientallaSVegaSLEEDGoldleeDGdCrfcnfrhrd-ryvrfcnfhbudngsgrndsgnndrfrmncnmucgrs.mandarinorientalpariSHQEcertificationFrshghrnHQecrfcn.thcrfcnbudsn14crrfc-dsgnc-mngmncmfrndhh.mandarinorientalatlantaGREENGUARDBuildingConstructionCertificationCrfdsnc2008hGrnGurdbudngcrfcnnsurshcnsrucnmrsrcrfdsffrccuns.mandarinorientalmiamiGreenHotelbytheFloridaGreenLodgingProgrammeCrfdsnc2009hhhsmmndscfdnumbrfnvrnmnrccsnhsxrsfcmmuncnndducnwsrducnrusndrcycngwrcnsrvnnrgyffcncyndrrquyrnsrn.mandarinorientaltoKYoTop30LowEmissionBuildingCrfcnwrddnar2011budngswhsnrgycnsumn.imswrchckdnrnhnrgyrfrmncrnndmngmnfhfcsndbudng. 58MandarinOrientalHotelGroupSustainabilityReport2012KeyFullCoVeRaGepaRtialCoVeRaGeindiCatordeSCriptionStatuSloCation1.1Smrmhmssrdcs-mkrhrgz.irdc.42.1nmhrgs.irdc.32.2prmrrdsrdcsdrsrvcs.irdc.32.3orsrcrhrgscdgmdvssrgcmsssdrsdjvrs.irdc.32.4lcrgsshdqrrs.irdc.32.5nmrcrswhrhrgsrsdmscrswhhrmjrrsrhrsccrvhssssscvrdhrr.irdc.22.6nrwrshdgrm.irdc.32.7Mrkssrvdcdgggrhcrkdwscrssrvddscsmrscrs.irdc.32.8Schrrgrgs.irdc.32.9Sgcchgsdrghrrgrdrgrdgszsrcrrwrsh.irdc.52.10awrdsrcvdhrrgrd.adx.573.1Rrgrd.g.sccdrrrrmrvdd.irdc.53.2Dmsrcrvsrr.irdc.53.3Rrgcc.irdc.53.4Ccrqssrgrdghrrrscs.FrDrcs.563.5prcssrdgrrc.irdc.53.6bdrhrr.irdc.53.7Ssccmshscrdrhrrirdc.53.8bssrrrgjvrsssdrssdcssrcdrsdhrshcsgcccmrrmrdrddrwrgzs.aFcRr.34adx3.9Dmsrmchqsdhssccscdgssmsdchqsdrgsmsdhcmhidcrsdhrrmhrr.exdcssrssdvrgrmhGRiidcrprcs.irdc.53.10exhcr-smsrmrvddrrrrsdhrssrschr-sm.g.mrgrscqsschgsrsrdsrsssmsrmmhds.irdc.53.11Sgcchgsrmrvsrrgrdshscdrrmsrmmhdsdhrr.irdc.53.12tdghchSdrdDscsrshrr.GRiidx.583.13pcdcrrrccwhrgrdskgxrssrcrhrr.irdc.54.1Gvrcsrcrhrgscdgcmmsdrhhghsgvrcdrssrsccsksschssgsrgrrgsvrsgh.aFcRr.79834.2idcwhhrhChrhhghsgvrcdssxcvcr.aFcRr.794.3Frrgsshhvrrdsrcrshmrdgdrmmrshhghsgvrcdhrdddr-xcvmmrs.aFcRr.81824.4Mchsmsrshrhdrsdmsrvdrcmmdsrdrchhghsgvrcd.aFcRr.834.6prcssscrhhghsgvrcdsrcfcsrsrvdd.aFcRr.814.8irdvdsmsmssrvscdscdcdrcsrvcmcvrmdscrrmcdhsshrmm.irdc.64.9prcdrshhghsgvrcdrvrsghrgssdcdmgmcmcvrmdscrrmccdgrvrsksdrsddhrcrcmcwhrgrdsdrdscdscdcdrcs.aFcRr.81824.14lsskhdrgrsggdhrgs.irdc.74.15bssrdcdscskhdrswhwhmgg.irdc.7GRiidx 59appendicesMrOrtlHotlGrousutbltyRort2012KeyFullCoVeRaGepaRtialCoVeRaGeindiCatordeSCriptionStatuSloCationeC1Drccnmcvgnrdnddsrdncdngrvnsrngcssmcmnsndnnsndhrcmmnnvsmnsrndrnngsndmnscrvdrsndgvrnmns.andx.60eC2Fnncmcnsndhrrsksndrnsfrhrgnznscvsdcmchng.advncngSsn.30eC3Cvrgfhrgnznsdfndnfngns.annFnncRr.39andxeC4Sgnfcnfnncsssncrcvdfrmgvrnmn.andx.60eC7prcdrsfrchrngndrrnfsnrmngmnhrdfrmhccmmnsgnfcncnsfrn.Dvrngexnc.13en3Drcnrgcnsmnrmrnrgsrc.advncngSsn.33en4indrcnrgcnsmnrmrsrc.advncngSsn.33en5enrgsvddcnsrvnndffcncmrvmns.advncngSsn.32en6invsrvdnrg-ffcnrrnwnrgsdrdcsndsrvcsndrdcnsnnrgrqrmnssrsfhsnvs.advncngSsn.32en7invsrdcndrcnrgcnsmnndrdcnschvd.advncngSsn.32en8twrwhdrwsrc.advncngSsn.4344en16tdrcndndrcgrnhsgsmssnswgh.advncngSsn.3637en18invsrdcgrnhsgsmssnsndrdcnschvd.advncngSsn.3537en22twghfwsnddssmhd.advncngSsn.39en26invsmgnvrnmnmcsfrdcsndsrvcsndxnfmcmgn.advncngSsn.31la1twrkfrcmmnmmncnrcndrgnrkndwngndr.andx.61la2tnmrndrfnwmhrsndmrnvrggrgndrndrgn.andx.62la3bnfsrvddf-mmshrnrvddmrrrr-mmsmjrrns.Dvrngexcnc.13la7Rsfnjrccndssssdsndsnsmndnmrfwrk-rdfsrgnndgndr.Dvrngexcnc.21andx.63la11prgrmmsfrsksmngmnndfngrnnghsrhcnndmfmsndssshmnmngngcrrndngs.Dvrngexcnc.1617la12prcngfmsrcvngrgrrfrmncndcrrdvmnrvwsgndr.Dvrngexcnc.17la13Cmsnfgvrnncdsndrkdwnfmsrmcgrccrdnggndrggrmnrgrmmrshndhrndcrsfdvrs.Dvrngexcnc.13la15Rrnwrkndrnnrsfrrnvgndr.Dvrngexcnc.12hr3thrsfmrnngncsndrcdrscncrnngscsfhmnrghshrrvnrnsncdnghrcngfmsrnd.inrdcn.6hr8prcngfscrrsnnrndnhrgnsnscsrrcdrscncrnngscsfhmnrghshrrvnrns.inrdcn.6So8Mnrvfsgnfcnfnsndnmrfnn-mnrsncnsfrnn-cmncwhwsndrgns.Dvrngexcnc.21advncngSsn.31pr1lfccsgsnwhchhhndsfmcsfrdcsndsrvcsrssssdfrmrvmnndrcngfsgnfcnrdcsndsrvcscgrssjcschrcdrs.Dvrngexcnc.2021pr3tfrdcndsrvcnfrmnrqrdrcdrsndrcngfsgnfcnrdcsndsrvcssjcschnfrmnrqrmns.Dvrngexcnc.2627pr5prccsrdcsmrssfcnncdngrssfsrvsmsrngcsmrssfcn.Dvrngexcnc.11 60MandarinOrientalHotelGroupSustainabilityReport2012DirectEconomicValueGeneratedandDistributedDIRECTECONOMICVALUEGENERATEDANDDISTRIBUTEDUSMILLION201020112012CombinedTotalRevenue11025.51196.41283.3EBITDA2136.4163.0174.6DirectValueGeneratedRevenue513.2614.2648.3Costofsales326.6377.3415.2Employeewagesbenefits195.2223.8242.5Paymentstoprovidersofcapitaldividendsfinancing82.361.871.0-Dividendspaid69.249.859.9-Financing13.112.011.1Paymentstogovernments3includingtaxes12.019.017.7CommunityInvestments4---1CombinedrevenueincludesturnoveroftheGroupssubsidiaryhotelsinadditionto100ofrevenuefromassociateandmanagedhotels2EBITDAofsubsidiariesplustheGroupsshareofEBITDAofassociates3NogovernmentsaresignificantstakeholdersinthesharesoftheGroup.4Notyettracked 61appendicesMrOrtlHotlGrousutbltyRort2012TotalWorkforceTOTALWORKFORCEMALEFEMALETOTALByRegion66585554234512081Asia415056323844738861Europe9815774443172514TheAmericas147452135348282724Corporate533888621411ByEmploymentContractFull-time6103564703441080689Part-time16137272634334Casual39447448538427ByColleagueCategoryLineStaff499555409445908975Management133156104244237320Executive16661106392722OtherCasual16648181523473ByAgeGroupUnder3022655220594843243630to50345456266444611851Over509395770043163913ByNationalityAsia423455343445766864Europe9555868142163614NorthAmerica107051101449208417SouthAmerica15354128462812Africa925868431601Oceania18641036280Other1366188392242EXECUTIVETEAMBOARDOFDIRECTORS1MALEFEMALETOTALByAgeGroup128621414Under30------30to50510000536Over50778222964ByNationalityEurope9901101072NorthAmerica267133321Oceania110000171ExecutiveTeamBoardofDirectorsarealsoincludedinthetotalworkforcevalues. 62MandarinOrientalHotelGroupSustainabilityReport2012TurnoverNEWEMpLOyEESMALEFEMALETOTALOFTOTALEmloeesbAgeGrou192653171747364330Under3011965211074823036330to506675555245121934Over50635258481213EmloeesbRegion192653171747364330Asia122155100445222561Europe388513764976421TheAmericas311493245163517Corporate6321368191TOTALTURNOVERMALEFEMALETOTALOFTOTALSearationsbAgeGrou1882521733483615Under30969509775019465430to507965858242137838Over5011740174602918SearationsbRegion1882521733483615Asia118753106547225262Europe397533474774421TheAmericas293493005159316Corporate5192181261TurnoverRatebAgeGrou283230Under3043474530to50232223Over50122518TurnoverRatebRegionAsia293330Europe404743TheAmericas202221Corporate92418 63appendicesMrOrtlHotlGrousutbltyRort2012HhSfyincdnsaudRsusperFormanCeindiCatorunitregion20082009201020112012SfSSsblaudRsusCompliance91.090.089.390.389.8lostmincdnRlosmincdns100mpoysall3.773.212.732.902.46as4.192.992.863.042.40europ3.934.202.273.914.58thamrcs2.263.462.561.901.16lostmincdnSvryRSvryofncdns100mpoysall34.1125.2519.4924.2724.59as37.6022.4417.6223.5423.05europ51.7545.8729.1836.3742.49thamrcs11.7424.8320.4020.5716.96 64MandarinOrientalHotelGroupSustainabilityReport2012evrmprfrmcSmmryperFormanCeindiCatorunit200720082009201020112012egyasergyCsmacGJ124865712098201214568126697213068581326280MMbtu118349911466881151188120085812386621257071asergyCsmbsGJ124865712372761309186137652314400841482931MMbtu118349911727121240869130469213649361405548ergyisyacMJm2179817411596159816121609MMbtuf20.1580.1530.1430.1410.1420.142esssasemsssacsmrcfCo2-152496146545149941156323161744157133suSfCo2-168096161537165280172315178290173208asemsssbssmrcfCo2-152496149521159723167825176451179189suSfCo2-168096164817176063184993194502197520emssisyackgCo2-m2220211200197200191Co2-f245.044.143.743.444.644.5WasWrCsmacm3226109620280781873433200139422246432224456mgsuS597536495529588588asWrCsmbsm3226109621504212087630222416923407382326235mgsuS597568552588618615Wrisyrsgsgh988970971885907901guSgsgh260986256246256567233899239600238074WstWskgrms6928558ds15274856DvrdWskgrms1140443ds2514225Wsldfisykgrms3.19ds7.03DvrsRrc17oldtarCddarm2694297695051749343792823810723824543f2747334374814598065853853386787265418875298tGsnghs251560122904432140056249006127214952772109MdrorlsVgsscddrgymsssdwrcsmfgrsdcmd.thmjryfhrgycsmsrfmjrmxdsdfcydwrcrryxrchdrvhh.MdrorhsbgkkChgMSydlsVgsrxcddfrmwrcsmd.igrrrshvxcddfhdsdsrdymjrchgsrrmyhghvswhrfrxmrrgscdd.MdrorhsHgKgMbgkkChgMSyldSFrcscdlsVgsswsthGrdlMcdthldmrkMdrorHgKgrcddwsfgrsdcmd. 65appendicesMrOrtlHotlGrousutbltyRort2012Fsdlivringexcllnc1Mdrorascddmymyssxcrvrhsscshhhdrfrfyrhmfcc.2CmsFrc2012trvrRsyidsry2012.hwww.cmsfrc.cm2012092012-rvr-rs-y-dsry.hm3udSsbrflrSscslsrdHsyR2011hmsrcyrfdv.hwww.s.gvggsg70.hmavncingSustinbility1erhGsRsrch.SsHsyRdyChcki.J20112Rdcsrgysgrhsgsmsssdwrsrccdshdffrcwhsrfrmchcrryrdsvwhchssmshmsrshvkcrsffccyschrfrcyr2007.thsscrrcdfrvrfcrsschscccywhrrmrfmssrvdsrhdscmrfrmyryr.thmhdwdvdfwshgdssshdyhirprfrmcMsrmdVrfcprcipMVp.3RwergyCrfcsReCsrcddhmssccs.4avrggrhsgsmsssrssgrvhcs5.10Co2-ryrswww..gvcrgyrgy-rsrcsrfs.hm.5emsssfrmsrycmsschsrshvsdhGrhsGsprcCrssScts.6ecrcymssfcrsfrrrssdhu.S.hvdfrmhiragcy.ecrcymssfcrsfru.S.rrshvsdhGrdfhuSevrmprcagcyepa.7Chdwrrchsdfrmxrsrcsschsdsrcrcrsdcghscvrdrgydmssssghsmfdrchfrcrc-drvcmrssrdCopf4.2sdfdyCfrCmChgRgsry.8SmrhgrchsdfrmxrsrcsschsdsrcrcrsdhghscvrdmssssgergyifrmadmsrVryRrgfGrhsGssadxn.9MdrorhsHgKgMbgkkChgMSyldSFrcscdlsVgsswsthGrdlMcdthldmrkMdrorHgKgrcddwsfgrsdcmd.Smhshhvrrdwsgr2012hvswchdcrwsccshrdfcydrcrryrrvwsrdd.10hwww.ws.mys-ms-w-rcycg-r-212941211HsbgkkChgMSydlsVgsrcddwrcsmfgrs.12thmdrymmmdmssfoymc-szswmmgr50mrsgh25mrswdhd2mrsdhwhchrssvmf2500m3sh.wkd.rgwkswmmg_c_-21. 66MandarinOrientalHotelGroupSustainabilityReport2012assuranceDocumentation 67appendicesMrOrtlHotlGrousutbltyRort2012 MdrorlHlGruCrrofc281GlucsrRdCuswybyHgKgmdrrl.cmthswsrdenViRonMentPapersPC100WhitefromNeenahPapermanufacturedentirelywith100CertiedRenewableEnergymadeCrnurlplusdprcssdChlrFr.thsrsGrSlcertiedensuringitcontains100postconsumerberandthatthemillprocessesincludingckggrvrmllyrrl.nhprsepaGrpwrprrdmmrhChcgClmexchg.