What are the material issues the company has identified?

In its 2020 Sustainability Report Mandarin Oriental Hotel Group identified a range of material issues, such as economic performance, customer satisfaction, operational eco-efficiency, occupational health and safety. Among these, promoting responsible procurement stands out as a key material issue for Mandarin Oriental Hotel Group.

Stakeholder engagement in accordance with the GRI Standards

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The reporting organization shall identify its stakeholders, and explain how it has responded to their reasonable expectations and interests.”

Stakeholders must be consulted in the process of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups Mandarin Oriental Hotel Group engages with:  

To identify and prioritise material topics Mandarin Oriental Hotel Group engaged with its stakeholders through the following channels:

Stakeholder Group	Method of engagement
Guests	·      Guest Satisfaction Surveys ·      Solicitation of Direct and Targeted Feedback to Inform Quality Programmes
Employees	·      Employee Engagement Surveys ·      Career Development Plans and Performance Reviews ·      Hotel Sustainability Committees ·      Safe and Sound Programme ·      Training
Owners and developers	·      Close partnerships and regular communications throughout design, development, construction and management of properties
Local communities	·      Participation in: – local Hotel Associations – Chambers of Commerce – Business Development Councils – Community Benefit Organisations – local Heritage Preservation Initiatives – local Talent Retention and Training Organisations – local Recycling Organisations
Shareholders	·      Ongoing and routine discussions with the controlling shareholder Jardine Matheson Group on Financial Performance, Risk Management and other current issues ·      Financial and Sustainability Reporting ·      Shareholder Feedback Mechanisms
Vendors, suppliers and contractors	·      Supplier Meetings to discuss sustainable sourcing opportunities ·      Food & Beverage Conference ·      Partnerships with local farmers, ranchers and fisheries
Industry peers and trade associations	·      Participation in Industry Hotel Carbon and Water Measurement Initiatives ·      Monitoring and Evaluating Industry Corporate Responsibility Initiatives
NGOs and outside advisors	·      Interviews and Panel Discussions to discuss opportunities to improve Sustainability Programmes and Reports

What actions were taken by Mandarin Oriental Hotel Group to promote responsible procurement?

In its 2020 Sustainability Report Mandarin Oriental Hotel Group reports that it took the following actions for promoting responsible procurement:

• Implementing a Groupwide Responsible Procurement Policy
• In 2019, Mandarin Oriental Hotel Group initiated a formal Responsible Procurement strategy and roadmap to improve its sourcing practices, establishing a Groupwide Responsible Procurement Policy to embed responsible procurement principles into its purchasing decisions. The policy includes a Supplier Code of Conduct which not only sets out principles and minimum standards that the Group expects its suppliers to comply with, but also ensures that they hold their own suppliers and subcontractors accountable. Mandarin Oriental Hotel Group also maintains a whistle-blower policy where employees and suppliers may report any concerns about malpractice.

• Providing training
• Training on Responsible Procurement was introduced by Mandarin Oriental Hotel Group to equip hotels with the knowledge and tools to procure responsibly. Sustainability Champions and procurement employees received the training first in 2019, while the training content was later adapted for all employees in 2020. Employees are also encouraged to make responsible purchasing decisions in their daily lives. To support the training, Responsible Procurement Guidelines were established in 2020, offering more detailed instruction and guidance. Best practices in responsible procurement were discussed and shared across hotels through internal platforms, including Sustainability Champion meetings, the Group’s sustainability site and social app MyMO.

Which GRI Standards and corresponding Sustainable Development Goals (SDGs) have been addressed?

The GRI Standards addressed in this case are:

1) Disclosure 308-1 New suppliers that were screened using environmental criteria

2) Disclosure 414-1 New suppliers that were screened using social criteria

 

Disclosure 308-1 New suppliers that were screened using environmental criteria does not correspond to any SDG.

Disclosure 414-1 New suppliers that were screened using social criteria corresponds to:

• Sustainable Development Goal (SDG) 5: Gender Equality
• Targets: 5.2
• Sustainable Development Goal (SDG) 8: Decent Work and Economic Growth
• Targets: 8.8
• Sustainable Development Goal (SDG) 16: Peace, Justice and Strong Institutions
• Targets: 16.1

 

78% of the world’s 250 largest companies report in accordance with the GRI Standards

SustainCase was primarily created to demonstrate, through case studies, the importance of dealing with a company’s most important impacts in a structured way, with use of the GRI Standards. To show how today’s best-run companies are achieving economic, social and environmental success – and how you can too.

Research by well-recognised institutions is clearly proving that responsible companies can look to the future with optimism.

7 GRI sustainability disclosures get you started

Any size business can start taking sustainability action

GRI, ISEP, CPD Certified Sustainability courses (2-5 days): Live Online or Classroom  (venue: London School of Economics)

• Exclusive FBRH template to begin reporting from day one
• Identify your most important impacts on the Environment, Economy and People
• Formulate in group exercises your plan for action. Begin taking solid, focused, all-round sustainability action ASAP. 
• Benchmarking methodology to set you on a path of continuous improvement

See upcoming training dates.
References:

This case study is based on published information by Mandarin Oriental Hotel Group, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original please revert to the following link:

http://photos.mandarinoriental.com/is/content/MandarinOriental/mandarin-oriental-sustainability-report-2020-2?_ga=2.146790964.1638341440.1633933394-70283166.1633933394&_ijcid=1633933412894|9.993612308.1633933394941.6068c943

Note to Mandarin Oriental Hotel Group: With each case study we send out an email requesting a comment on this case study. If you have not received such an email please contact us.

What are the material issues the company has identified?

In its 2016 Sustainability Report Mandarin Oriental Hotel Group identified a range of material issues, such as guest health and safety, human rights and diversity, supply chain management, biodiversity, information protection. Among these, reducing water consumption stands out as a key material issue for Mandarin Oriental Hotel Group.

Stakeholder engagement in accordance with the GRI Standards

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The reporting organization shall identify its stakeholders, and explain how it has responded to their reasonable expectations and interests.”

Stakeholders must be consulted in the process of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups Mandarin Oriental Hotel Group engages with:  

Stakeholder Group	Method of engagement (in 2016)
Guests	·      Guest Satisfaction Survey ·      Solicitation of Direct and Target Feedback to Inform Quality Programmes
Colleagues	·      Colleague Engagement Survey ·      Career Development Plans and Performance Reviews ·      Hotel Corporate Responsibility Committees ·      Safe, Sound and Sustainable Programme
Owners and developers	·      Close Partnerships and Regular Communications Throughout Design, Development, Construction and Management of Properties
Local communities	·      Participation in Local Stakeholder Groups Including: – Hotel Associations – Chambers of Commerce – Business Development Councils – Convention and Visitors’ Bureaus and Promotion      Organisations – Travel and Tourism Associations – Community Benefit Organisations – Local Heritage Preservation Initiatives – Training and Local Talent Retention Organisations – Local Collectives for Recycling – Employer Organisations and Professional Associations
Shareholders	·      Ongoing and Routine Discussions With the Controlling Shareholder Jardine Matheson Group on Financial Performance, Risk Management and other current issues ·      Financial and Sustainability Reporting ·      Shareholder Feedback Mechanisms
Vendors, suppliers and contractors	·      Supplier Meetings to Discuss Sustainable Sourcing Opportunities ·      Food and Beverage Conference ·      Partnerships with Local Farmers, Ranchers and Fisheries
Industry peers and trade associations	·      Participation in World Travel and Tourism Council’s Task Force on Industry Strategies for Climate Change ·      Participation in Industry Hotel Carbon and Water Measurement Initiatives ·      Monitoring and Evaluating Industry Corporate Responsibility Initiatives
NGOs and outside advisors	·      Interviews and Panel Discussion to Discuss Opportunities to Improve Corporate Responsibility Programmes and Reports

How stakeholder engagement was made to identify material issues

To identify and prioritise material topics Mandarin Oriental Hotel Group engaged with its stakeholders through a stakeholder panel, which integrated perspectives from various organisations such as Conservation International, the International Tourism Partnership, National Geographic Traveler, the United States Green Building Council and the World Wildlife Fund.

What actions were taken by Mandarin Oriental Hotel Group to reduce water consumption?

In its 2016 Sustainability Report Mandarin Oriental Hotel Group reports that it took the following actions for reducing water consumption:

• Conducting water risk assessments
• Mandarin Oriental Hotel Group carried out a Group-wide water risk assessment, using the World Resources Institute’s Aqueduct tool. Based on the properties’ location, Mandarin Oriental Hotel Group considered its exposure, on a site-by-site basis, to a series of risks that included baseline water stress, flood occurrence and drought severity. The assessment reviewed the current condition, as well as a projection for 2020. The water risk assessment identified 13 properties in Mandarin Oriental Hotel Group’s existing portfolio and seven development projects that were located in high water stressed areas, and its key findings were used to identify and prioritise target water conservation actions and programmes. For example, Mandarin Oriental, Bangkok ran a campaign to educate employees on water conservation during the 2016 drought in Central Thailand.

• Implementing water conservation measures
• To achieve the goal of a 20% reduction in water consumption per guest night from 2007 levels by 2020, Mandarin Oriental Hotel Group implements best practices to conserve water, including the following:
  • Motion Sensors and Low Flow Fixtures: Mandarin Oriental Hotel Group continues to retrofit motion sensor and low flow fixtures in its properties’ common areas, back-of-house areas and guestrooms. In 2016, Mandarin Oriental, Bangkok, Singapore and Hong Kong installed new low flow toilets in their guestrooms.
  • Process Improvements and Water Efficient Technologies: From Mandarin Oriental Hotel Group’s buildings’ heating and cooling systems to its kitchen, laundry and gardening operations, the stimulation of process improvements that conserve water has helped to support the Group’s progress toward its 2020 goal. Each of Mandarin Oriental Hotel Group’s hotels and residences are actively identifying and implementing water efficiency technologies and process improvements to conserve water. In 2016, Mandarin Oriental, Hong Kong introduced an alternative system for defrosting food, eliminating the traditional use of freshwater and Mandarin Oriental, Boston has begun to offer soakless pedicures to reduce water associated with spa services.
  • Behavioural Change Initiatives: Due to behavioural change initiatives, Mandarin Oriental Hotel Group has been able to support a culture of conservation. At Mandarin Oriental, Hong Kong, overnight cleaning water consumption is monitored daily and water saving opportunities are reviewed with the kitchen team on a monthly basis. In 2016, employees at Mandarin Oriental, Marrakech began placing water conversation labels next to all back office water taps as a gentle reminder not to be wasteful when using water.

• Recycling and reusing water
• Central to Mandarin Oriental Hotel Group’s water conservation plan is to increase the amount of water that the Group is able to recycle and reuse, as well as using alternative methods to provide cooling to the chiller system whilst maintaining high system efficiency. This is best implemented at the design stage or in conjunction with major system or property renovations. Best practices are beginning to emerge across the Group and throughout its properties, such as the following:
  • Mandarin Oriental, Sanya uses recycled treated grey water for irrigation throughout the resort’s extensive gardens. At Mandarin Oriental, Marrakech, ground water is used for irrigating its landscaping and vegetable garden.
  • Mandarin Oriental, Milan is using groundwater for the chiller system rather than evaporative cooling towers. Mandarin Oriental, Bodrum engages in a similar process, using seawater instead.
  • Mandarin Oriental, Hong Kong and The Excelsior, Hong Kong recycle water from the cooling towers for toilet flushing. Mandarin Oriental, Tokyo also uses recycled water for toilet flushing in part of the building.

Which GRI Standards and corresponding Sustainable Development Goals (SDGs) have been addressed?

The GRI Standard addressed in this case is: Disclosure 303-1 Water withdrawal by source

Disclosure 303-1 Water withdrawal by source corresponds to:

• Sustainable Development Goal (SDG) 6: Ensure availability and sustainable management of water and sanitation for all
• Business theme: Sustainable water withdrawals

 

78% of the world’s 250 largest companies report in accordance with the GRI Standards

SustainCase was primarily created to demonstrate, through case studies, the importance of dealing with a company’s most important impacts in a structured way, with use of the GRI Standards. To show how today’s best-run companies are achieving economic, social and environmental success – and how you can too.

Research by well-recognised institutions is clearly proving that responsible companies can look to the future with optimism.

7 GRI sustainability disclosures get you started

Any size business can start taking sustainability action

GRI, ISEP, CPD Certified Sustainability courses (2-5 days): Live Online or Classroom  (venue: London School of Economics)

• Exclusive FBRH template to begin reporting from day one
• Identify your most important impacts on the Environment, Economy and People
• Formulate in group exercises your plan for action. Begin taking solid, focused, all-round sustainability action ASAP. 
• Benchmarking methodology to set you on a path of continuous improvement

See upcoming training dates.

 

References:

1) This case study is based on published information by Mandarin Oriental Hotel Group, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original, please revert to the original on the Global Reporting Initiative’s Sustainability Disclosure Database at the link:

http://database.globalreporting.org/

2) http://www.fbrh.co.uk/en/global-reporting-initiative-gri-g4-guidelines-download-page

3) https://g4.globalreporting.org/Pages/default.aspx

4) https://www.globalreporting.org/standards/gri-standards-download-center/

Note to Mandarin Oriental Hotel Group: With each case study we send out an email requesting a comment on this case study. If you have not received such an email please contact us.

What are the material issues the company has identified?

In its 2016 Sustainability Report Mandarin Oriental Hotel Group identified a range of material issues, such as guest health and safety, supply chain management, human rights and diversity, anti-corruption, local community impacts. Among these, promoting biodiversity protection stands out as a key material issue for Mandarin Oriental Hotel Group.

Stakeholder engagement in accordance with the GRI Standards

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The reporting organization shall identify its stakeholders, and explain how it has responded to their reasonable expectations and interests.”

Stakeholders must be consulted in the process of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups Mandarin Oriental Hotel Group engages with:  

Stakeholder Group	Method of engagement (in 2016)
Guests	·      Guest Satisfaction Survey ·      Solicitation of Direct and Target Feedback to Inform Quality Programmes
Colleagues	·      Colleague Engagement Survey ·      Career Development Plans and Performance Reviews ·      Hotel Corporate Responsibility Committees ·      Safe, Sound and Sustainable Programme
Owners and developers	·      Close Partnerships and Regular Communications Throughout Design, Development, Construction and Management of Properties
Local communities	·      Participation in Local Stakeholder Groups Including: – Hotel Associations – Chambers of Commerce – Business Development Councils – Convention and Visitors’ Bureaus and Promotion      Organisations – Travel and Tourism Associations – Community Benefit Organisations – Local Heritage Preservation Initiatives – Training and Local Talent Retention Organisations – Local Collectives for Recycling – Employer Organisations and Professional Associations
Shareholders	·      Ongoing and Routine Discussions With the Controlling Shareholder Jardine Matheson Group on Financial Performance, Risk Management and other current issues ·      Financial and Sustainability Reporting ·      Shareholder Feedback Mechanisms
Vendors, suppliers and contractors	·      Supplier Meetings to Discuss Sustainable Sourcing Opportunities ·      Food and Beverage Conference ·      Partnerships with Local Farmers, Ranchers and Fisheries
Industry peers and trade associations	·      Participation in World Travel and Tourism Council’s Task Force on Industry Strategies for Climate Change ·      Participation in Industry Hotel Carbon and Water Measurement Initiatives ·      Monitoring and Evaluating Industry Corporate Responsibility Initiatives
NGOs and outside advisors	·      Interviews and Panel Discussion to Discuss Opportunities to Improve Corporate Responsibility Programmes and Reports

How stakeholder engagement was made to identify material issues

To identify and prioritise material topics Mandarin Oriental Hotel Group organised a stakeholder panel which incorporated perspectives from various organisations that included Conservation International, the International Tourism Partnership, National Geographic Traveler, the United States Green Building Council and the World Wildlife Fund.

What actions were taken by Mandarin Oriental Hotel Group to promote biodiversity protection?

In its 2016 Sustainability Report Mandarin Oriental Hotel Group reports that it took the following actions for promoting biodiversity protection:

• Assessing biodiversity risks
• To better understand potential negative natural and cultural impacts from a loss in biodiversity, Mandarin Oriental Hotel Group carried out a Group-wide biodiversity risk assessment for its current properties, in addition to those that are planned or in development. The assessment considered the International Union for Conservation of Nature (IUCN) Protected Areas, Ramsar Wetlands of International Importance, UNESCO World Heritage Sites, Biosphere Reserves recognised within the framework of UNESCO’s Man and Biosphere Programme and Natura 2000 sites. The biodiversity risk assessment confirmed that no properties were located in internationally-determined protected areas. However, three properties were located near IUCN protected areas and Mandarin Oriental, Milan was located near Valle del Ticino, an ecologically important ecosystem where two key rivers meet, recognised as a biosphere reserve within UNESCO’s Man and Biosphere Programme. Based on the findings, these four properties will be subject to future evaluation, and Mandarin Oriental Hotel Group plans to engage with these properties’ Corporate Responsibility Committees to determine future actions and opportunities.

• Incorporating biodiversity into planning and operations
• During the planning stage for new projects, Mandarin Oriental Hotel Group’s Technical Services department identifies whether planned projects are located in sensitive areas and carries out detailed assessments, as required. Any potential risks and considerations are reviewed to inform execution during the construction stage and, once hotels are open and operational, Mandarin Oriental Hotel Group utilises its Safe, Sound and Sustainable Programme to audit environmental practices. The Group’s hotels have also been working on local opportunities to support the protection of biodiversity, with a focus on ecosystem protection and educational initiatives.

• Caring for river basins and coasts
• Mandarin Oriental, Tokyo partners with the local community to help keep the Nihonbashi River clean. This river runs behind the hotel, and many tourists enjoy boat trips on the river. Employees take pride in doing their part to keep the river clean and healthy, particularly when fish can be seen in small shoals, indicating the health of the river system. In addition, Mandarin Oriental, Boston has been participating, for several years, in the International Coastal Clean Up event at a nearby beach. Mandarin Oriental, Miami also participated in the International Coastal Clean Up Event in 2016, collecting approximately 70 pounds of waste.

• Promoting education and awareness
• Mandarin Oriental, Sanya engages guests on coral conservation through its Kid’s Resort Passport programme. In 2016, a coral painting activity was introduced at its MO Kids Camp, to educate children on the importance of coral reef protection. Additionally, employees at the hotel helped coordinate the release of turtles with Sea Turtle 911, a non-profit organisation focused on protecting turtles in the South China Sea.

Which GRI Standards and corresponding Sustainable Development Goals (SDGs) have been addressed?

The GRI Standard addressed in this case is: Disclosure 304-1 Operational sites owned, leased, managed in, or adjacent to, protected areas and areas of high biodiversity value outside protected areas

 

Disclosure 304-1 Operational sites owned, leased, managed in, or adjacent to, protected areas and areas of high biodiversity value outside protected areas corresponds to:

• Sustainable Development Goal (SDG) 6: Ensure availability and sustainable management of water and sanitation for all
• Business theme: Water-related ecosystems and biodiversity
• Sustainable Development Goal (SDG) 14: Conserve and sustainably use the oceans, seas and marine resources for sustainable development
• Business theme: Marine biodiversity
• Sustainable Development Goal (SDG) 15: Protect, restore and promote sustainable use of terrestrial ecosystems, sustainably manage forests, combat desertification, and halt and reverse land degradation and halt biodiversity loss
• Business theme: Mountain ecosystems, Natural habitat degradation, Terrestrial and inland freshwater ecosystems

 

78% of the world’s 250 largest companies report in accordance with the GRI Standards

SustainCase was primarily created to demonstrate, through case studies, the importance of dealing with a company’s most important impacts in a structured way, with use of the GRI Standards. To show how today’s best-run companies are achieving economic, social and environmental success – and how you can too.

Research by well-recognised institutions is clearly proving that responsible companies can look to the future with optimism.

7 GRI sustainability disclosures get you started

Any size business can start taking sustainability action

GRI, ISEP, CPD Certified Sustainability courses (2-5 days): Live Online or Classroom  (venue: London School of Economics)

• Exclusive FBRH template to begin reporting from day one
• Identify your most important impacts on the Environment, Economy and People
• Formulate in group exercises your plan for action. Begin taking solid, focused, all-round sustainability action ASAP. 
• Benchmarking methodology to set you on a path of continuous improvement

See upcoming training dates.

 

References:

1) This case study is based on published information by Mandarin Oriental Hotel Group, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original, please revert to the original on the Global Reporting Initiative’s Sustainability Disclosure Database at the link:

http://database.globalreporting.org/

2) http://www.fbrh.co.uk/en/global-reporting-initiative-gri-g4-guidelines-download-page

3) https://g4.globalreporting.org/Pages/default.aspx

4) https://www.globalreporting.org/standards/gri-standards-download-center/

Note to Mandarin Oriental Hotel Group: With each case study we send out an email requesting a comment on this case study. If you have not received such an email please contact us.

What are the material issues the company has identified?

In its 2016 Sustainability Report Mandarin Oriental Hotel Group identified a range of material issues, such as guest engagement on sustainability, supply chain management, human rights and diversity, biodiversity, local community impacts. Among these, decarbonising its operations stands out as a key material issue for Mandarin Oriental Hotel Group.

Stakeholder engagement in accordance with the GRI Standards

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The reporting organization shall identify its stakeholders, and explain how it has responded to their reasonable expectations and interests.”

Stakeholders must be consulted in the process of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups Mandarin Oriental Hotel Group engages with:  

Stakeholder Group	Method of engagement (in 2016)
Guests	·      Guest Satisfaction Survey ·      Solicitation of Direct and Target Feedback to Inform Quality Programmes
Colleagues	·      Colleague Engagement Survey ·      Career Development Plans and Performance Reviews ·      Hotel Corporate Responsibility Committees ·      Safe, Sound and Sustainable Programme
Owners and developers	·      Close Partnerships and Regular Communications Throughout Design, Development, Construction and Management of Properties
Local communities	·      Participation in Local Stakeholder Groups Including: – Hotel Associations – Chambers of Commerce – Business Development Councils – Convention and Visitors’ Bureaus and Promotion   Organisations – Travel and Tourism Associations – Community Benefit Organisations – Local Heritage Preservation Initiatives – Training and Local Talent Retention Organisations – Local Collectives for Recycling – Employer Organisations and Professional Associations
Shareholders	·      Ongoing and Routine Discussions With the Controlling Shareholder Jardine Matheson Group on Financial Performance, Risk Management and other current issues ·      Financial and Sustainability Reporting ·      Shareholder Feedback Mechanisms
Vendors, suppliers and contractors	·      Supplier Meetings to Discuss Sustainable Sourcing Opportunities ·      Food and Beverage Conference ·      Partnerships with Local Farmers, Ranchers and Fisheries
Industry peers and trade associations	·      Participation in World Travel and Tourism Council’s Task Force on Industry Strategies for Climate Change ·      Participation in Industry Hotel Carbon and Water Measurement Initiatives ·      Monitoring and Evaluating Industry Corporate Responsibility Initiatives
NGOs and outside advisors	·      Interviews and Panel Discussion to Discuss Opportunities to Improve Corporate Responsibility Programmes and Reports

How stakeholder engagement was made to identify material issues

To identify and prioritise material topics Mandarin Oriental Hotel Group organised a stakeholder panel that integrated perspectives from several organisations, which included Conservation International, the International Tourism Partnership, National Geographic Traveler, the United States Green Building Council and the World Wildlife Fund.

What actions were taken by Mandarin Oriental Hotel Group to decarbonise its operations?

In its 2016 Sustainability Report Mandarin Oriental Hotel Group reports that it took the following actions for decarbonising its operations:

• Carrying out energy audits
• Mandarin Oriental Hotel Group conducts, as part of its Safe Sound and Sustainable programme, energy audits, according to ASHRAE’s (American Society of Heating, Refrigerating and Air-Conditioning Engineers) Procedures for Commercial Energy Audits. These audits consider each hotel’s particular requirements and target specific mechanical functions, such as chilled water or hot water production.

• Applying retro-commissioning
• When a testing and commissioning process implemented as part of a project handover has been ineffective or a specific area of concern is identified during an energy audit, Mandarin Oriental Hotel Group applies a retro-commissioning process. The retro-commissioning process is also implemented, more comprehensively, when there are significant operational changes, because of renovations or extensions of a property.

• Using LED lighting
• Mandarin Oriental Hotel Group has set a goal of switching to LED lighting in all its hotels by 2020. Accordingly, it has installed LED lighting in guestrooms, banquet areas, restaurants, corridors, parking garages and back-of-house areas across its hotels and residences.

• Implementing energy management systems
• Today, 88 per cent of Mandarin Oriental Hotel Group’s hotel rooms are equipped with automatic systems that reduce energy consumption when guestrooms are unoccupied. In addition, as part of its guestroom renovation, Mandarin Oriental, Washington DC upgraded its smart, in-room energy management systems.

• Promoting behavioural changes
• Mandarin Oriental Hotel Group seeks, through regular measurement and monitoring, using sub-metering when possible, to encourage behavioural changes. Hence, management at One Hyde Park (the Group’s residences in London) started monitoring utility consumption of all residents’ apartments and investigate abnormal usage. As a consequence, some simple behavioural change opportunities were identified for landlord-controlled areas, along with opportunities to reduce costs for residents.

Which GRI Standards and corresponding Sustainable Development Goals (SDGs) have been addressed?

The GRI Standards addressed in this case are:

1) Disclosure 302-1 Energy consumption within the organization

2) Disclosure 302-3 Energy intensity

3) Disclosure 305-4 GHG emissions intensity

 

Disclosure 302-1 Energy consumption within the organization corresponds to:

• Sustainable Development Goal (SDG) 7: Ensure access to affordable, reliable, sustainable and modern energy for all
• Business theme: Energy efficiency, Renewable energy
• Sustainable Development Goal (SDG) 8: Promote sustained, inclusive and sustainable economic growth, full and productive employment and decent work for all
• Business theme: Energy efficiency
• Sustainable Development Goal (SDG) 12: Ensure sustainable consumption and production patterns
• Business theme: Energy efficiency, Transport
• Sustainable Development Goal (SDG) 13: Take urgent action to combat climate change and its impacts
• Business theme: Energy efficiency

Disclosure 302-3 Energy intensity corresponds to:

• Sustainable Development Goal (SDG) 7: Ensure access to affordable, reliable, sustainable and modern energy for all
• Business theme: Energy efficiency
• Sustainable Development Goal (SDG) 8: Promote sustained, inclusive and sustainable economic growth, full and productive employment and decent work for all
• Business theme: Energy efficiency
• Sustainable Development Goal (SDG) 12: Ensure sustainable consumption and production patterns
• Business theme: Energy efficiency
• Sustainable Development Goal (SDG) 13: Take urgent action to combat climate change and its impacts
• Business theme: Energy efficiency

Disclosure 305-4 GHG emissions intensity corresponds to:

• Sustainable Development Goal (SDG) 13: Take urgent action to combat climate change and its impacts
• Business theme: GHG emissions
• Sustainable Development Goal (SDG) 14: Conserve and sustainably use the oceans, seas and marine resources for sustainable development
• Business theme: Ocean acidification
• Sustainable Development Goal (SDG) 15: Protect, restore and promote sustainable use of terrestrial ecosystems, sustainably manage forests, combat desertification, and halt and reverse land degradation and halt biodiversity loss
• Business theme: Forest degradation

 

78% of the world’s 250 largest companies report in accordance with the GRI Standards

SustainCase was primarily created to demonstrate, through case studies, the importance of dealing with a company’s most important impacts in a structured way, with use of the GRI Standards. To show how today’s best-run companies are achieving economic, social and environmental success – and how you can too.

Research by well-recognised institutions is clearly proving that responsible companies can look to the future with optimism.

7 GRI sustainability disclosures get you started

Any size business can start taking sustainability action

GRI, ISEP, CPD Certified Sustainability courses (2-5 days): Live Online or Classroom  (venue: London School of Economics)

• Exclusive FBRH template to begin reporting from day one
• Identify your most important impacts on the Environment, Economy and People
• Formulate in group exercises your plan for action. Begin taking solid, focused, all-round sustainability action ASAP. 
• Benchmarking methodology to set you on a path of continuous improvement

See upcoming training dates.

 

References:

1) This case study is based on published information by Mandarin Oriental Hotel Group, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original, please revert to the original on the Global Reporting Initiative’s Sustainability Disclosure Database at the link:

http://database.globalreporting.org/

2) http://www.fbrh.co.uk/en/global-reporting-initiative-gri-g4-guidelines-download-page

3) https://g4.globalreporting.org/Pages/default.aspx

4) https://www.globalreporting.org/standards/gri-standards-download-center/

Note to Mandarin Oriental Hotel Group: With each case study we send out an email requesting a comment on this case study. If you have not received such an email please contact us.

What are the material issues the company has identified?

In its 2016 Sustainability Report the Mandarin Oriental Hotel Group identified a range of material issues, such as guest health and safety, supply chain management, local community impacts, greenhouse gas emissions, human rights and diversity. Among these, ensuring ethical business conduct stands out as a key material issue for the Mandarin Oriental Hotel Group.

Stakeholder engagement in accordance with the GRI Standards

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The organization should identify its stakeholders, and explain how it has responded to their reasonable expectations.”

Stakeholders must be consulted in the process s of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups the Mandarin Oriental Hotel Group engages with:   

Stakeholder Group	Method of engagement (in 2016)
Guests	·         Guest Satisfaction Survey ·         Solicitation of Direct and Target Feedback to Inform Quality Programmes
Colleagues	·         Colleague Engagement Survey ·         Career Development Plans and Performance Reviews ·         Hotel Corporate Responsibility Committees ·         Safe, Sound and Sustainable Programme
Owners and developers	·         Close Partnerships and Regular Communications Throughout Design, Development, Construction and Management of Properties
Local communities	·         Participation in Local Stakeholder Groups Including: – Hotel Associations – Chambers of Commerce – Business Development Councils – Convention and Visitors’ Bureaus and Promotion   Organisations – Travel and Tourism Associations – Community Benefit Organisations – Local Heritage Preservation Initiatives – Training and Local Talent Retention Organisations – Local Collectives for Recycling – Employer Organisations and Professional Associations
Shareholders	·         Ongoing and Routine Discussions With the Controlling Shareholder Jardine Matheson Group on Financial Performance, Risk Management and other current issues ·         Financial and Sustainability Reporting ·         Shareholder Feedback Mechanisms
Vendors, suppliers and contractors	·         Supplier Meetings to Discuss Sustainable Sourcing Opportunities ·         Food and Beverage Conference ·         Partnerships with Local Farmers, Ranchers and Fisheries
Industry peers and trade associations	·         Participation in World Travel and Tourism Council’s Task Force on Industry Strategies for Climate Change ·         Participation in Industry Hotel Carbon and Water Measurement Initiatives ·         Monitoring and Evaluating Industry Corporate Responsibility Initiatives
NGOs and outside advisors	·         Interviews and Panel Discussion to Discuss Opportunities to Improve Corporate Responsibility Programmes and Reports

 How stakeholder engagement was made to identify material issues

To identify and prioritize material topics the Mandarin Oriental Hotel Group convened a stakeholder panel, integrating perspectives from various organizations that included Conservation International, International Tourism Partnership, National Geographic Traveler, United States Green Building Council and World Wildlife Fund.

What actions were taken by the Mandarin Oriental Hotel Group to promote ethical business conduct?

In its 2016 Sustainability Report the Mandarin Oriental Hotel Group reports that it took the following actions for promoting ethical business conduct:

• Promoting compliance through the Code of Conduct
• The Mandarin Oriental Hotel Group’s Code of Conduct sets out guidelines which employees must follow, requiring compliance with all applicable laws, regulations and appropriate standards of business conduct. Additionally, the Code of Conduct demands that all employees are treated fairly, impartially and with respect. Failures to comply with the Code of Conduct are investigated and disciplinary action is taken as appropriate.

• Managing anti-corruption risk
• All General Managers at the Mandarin Oriental Hotel Group actively support anti-corruption policies. In addition, certifications of compliance with the Code of Conduct are obtained every year from all hotels, with a mid-year update. Internal Control Audits also take place at the Group’s hotels and corporate offices across the globe. Moreover, the Mandarin Oriental Hotel Group carries out background checks on potential partners and implements a whistleblower policy and procedure to encourage the reporting of any inappropriate activity.

• Addressing information protection challenges
• Committed to information security and to maintaining the confidentiality, availability and integrity of guest, employee and company information, the Mandarin Oriental Hotel Group implements an information protection programme, governed by the Group Risk Management Committee. Policies and best practices are based on the ISO 27001 and 27002 standards for information security.

Which GRI indicators/Standards have been addressed?

The GRI indicators/Standards addressed in this case are:

1) G4-56: Describe the organization’s values, principles, standards and norms of behavior such as codes of conduct and codes of ethics – the updated GRI Standard is: Disclosure 102-16 Values, principles, standards, and norms of behavior

2) G4-SO4: Communication and training on anti-corruption policies and procedures – the updated GRI Standard is: Disclosure 205-2 Communication and training about anti-corruption policies and procedures

3) G4-PR8: Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data  – the updated GRI Standard is: Disclosure 418-1 Substantiated complaints concerning breaches of customer privacy and losses of customer data

 

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References:

1) This case study is based on published information by the Mandarin Oriental Hotel Group, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning.  If you would like to quote these written sources from the original, please revert to the original on the Global Reporting Initiative’s Sustainability Disclosure Database at the link:

http://database.globalreporting.org/

2) http://www.fbrh.co.uk/en/global-reporting-initiative-gri-g4-guidelines-download-page

3) https://g4.globalreporting.org/Pages/default.aspx

4) https://www.globalreporting.org/standards/gri-standards-download-center/

Note to the Mandarin Oriental Hotel Group: With each case study we send out an email requesting a comment on this case study. If you have not received such an email please contact us.