2012 Sustainability Report
Extracted ESG KPIs
KPIs are organized by ESG aspects.
Direct (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| Average greenhouse gas emissions PGN by all Shangri-La hotels | kilograms CO2e PGN | 61 | 51.2 | 30 | |
| Average scope 1 and scope 2 GHG emissions per guest night | kilograms CO2e | 61 | 55.5 | 51.2 | 43 |
| Reduction in greenhouse gas emissions PGN by hotels on track | % | 8 | 30 | ||
| Scope 1 and Scope 2 greenhouse gas emissions by all hotels | kilotonnes CO2e | 878 | 922.1 | 30 | |
| Total greenhouse gas emissions of hotels | kilotonnes CO2 equivalent | 878 | 927.7 | 922.1 | 29 |
| Total scope 1 and scope 2 GHG emissions | kilotonnes CO2e | 878 | 927.7 | 922.1 | 43 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| Number of hotels organizing two or more recycling events | 67 | 28 | |||
| Number of hotels with recycling facilities and sewage treatment plants | % | - | - | 46% | 43 |
Description of emissions target(s) set and steps taken to achieve them.
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| % hotels achieving individual targets for reduction of GHG emissions and water consumption | % | n/a | n/a | 58% | 43 |
| Hotels firmly on track to achieve 2015 target (out of 73 hotels) | hotels | 48 | 30 | ||
| Hotels not on track to achieve 2015 target (out of 73 hotels) | hotels | 25 | 30 |
Description of how hazardous and non-hazardous wastes are handled, and a description of reduction target(s) set and steps taken to achieve them.
| Indicator | Unit | 2011 | Report Pages |
|---|---|---|---|
| Percentage of Shangri-La hotels practicing on-site composting | 10% | 28 |
Direct and/or indirect energy consumption by type (e.g. electricity, gas or oil) in total (kWh in '000s) and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| Average energy consumption per guest night | megajoules | 414.5 | 394.8 | 359.6 | 43 |
| Average energy consumption per hotel (PGN) | MJ PGN | 414.5 | 359.6 | 29 | |
| Shangri-La hotels utilising solar panels for water heating | % | 15 | 30 | ||
| Total Guest Nights for purpose of calculating environmental indicators (PGN) | 14403618 | 16725415 | 17996356 | 43 | |
| Total energy consumption | million megajoules | 5453 | 6603.6 | 6471.1 | 43 |
| Total energy consumption of hotels | million MJ | 5453 | 6603.4 | 6471.1 | 29 |
| Total guest room nights | 7122570 | 7558582 | 7579534 | 41 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| Average potable water consumption per guest night | kiloliters | 1 | 0.89 | 0.83 | 43 |
| Average potable water consumption per guest night (PGN) by all Shangri-La hotels | kiloliters PGN | 1 | 0.83 | 28 | |
| Total potable water consumption | thousand kiloliters | 14336.8 | 14891.3 | 14988.6 | 43 |
| Total potable water consumption of hotels | thousand kiloliters | 14336.8 | 14991.3 | 14988.6 | 28 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| % hotels with low temperature laundry and green housekeeping | % | 86% | - | 94% | 43 |
| Shangri-La hotels with green housekeeping and low temperature laundry | % | 86 | 94 | 18 |
Description of the significant impacts of activities on the environment and natural resources and the actions taken to manage them.
| Indicator | Unit | 2010 | 2011 | 2012 | 2015 | Report Pages |
|---|---|---|---|---|---|---|
| Number of ISO 14001 certified hotels | 35 | 40 | 45 | 28 | ||
| Number of ISO 14001 certified hotels and resorts | 35 | 40 | 45 | 43 | ||
| Number of Sanctuary projects in place | 9 | 10 | 19 | 43 | ||
| Number of hotels with <50% CSR score | hotels | 16 | 5 | 13 | ||
| Number of hotels with long-term and truly strategic Embrace programme in place | % | - | 47% | 72% | 43 | |
| Number of hotels with ≥50% <60% CSR score | hotels | 18 | 7 | 13 | ||
| Number of hotels with ≥60% <70% CSR score | hotels | 26 | 24 | 13 | ||
| Number of hotels with ≥70% <80% CSR score | hotels | 12 | 16 | 13 | ||
| Number of hotels with ≥80% CSR score | hotels | 11 | 11 | 13 | ||
| Number of reported hotels for the Sustainability Report | 66 | n/a | 72 | 41 | ||
| Percentage of Shangri-La hotels with herb garden | 30% | 28 | ||||
| SFSMS audits completed | 66 | 70 | 42 | |||
| SFSMS passing rate | % | 70% | 69% | 42 | ||
| Target for ISO 14001 certified hotels | 72 | 28 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| % above 50 years | % | 5% | 6% | 42 | |
| % below 30 years | % | 48% | 46% | 42 | |
| % female colleagues | % | 43% | 44% | 42 | |
| % local to the country of employment | % | 89% | 89% | 42 | |
| % people with disabilities | % | 1.3% | 1.5% | 1.6% | 42 |
| Associates | 11 | 12 | 12 | 41 | |
| Average service years of General managers | years | 14 | 13 | 42 | |
| Hotels by age - 30-50 | % | 48 | 20 | ||
| Hotels by age - Above 50 | % | 6 | 20 | ||
| Hotels by age - Below 30 | % | 46 | 20 | ||
| Hotels by division - Administrative and General | % | 8 | 20 | ||
| Hotels by division - Engineering | % | 6 | 20 | ||
| Hotels by division - Finance | % | 3 | 20 | ||
| Hotels by division - Food and Beverage Kitchen | % | 21 | 20 | ||
| Hotels by division - Food and Beverage Service | % | 23 | 20 | ||
| Hotels by division - Human Resources | % | 2 | 20 | ||
| Hotels by division - Marketing | % | 4 | 20 | ||
| Hotels by division - Rooms | % | 31 | 20 | ||
| Hotels by gender - Female | % | 44 | 20 | ||
| Hotels by gender - Male | % | 56 | 20 | ||
| Hotels by service level - Level 1: Service executive | % | 1 | 20 | ||
| Hotels by service level - Level 2: Senior service manager | % | 3 | 20 | ||
| Hotels by service level - Level 3: Service manager | % | 11 | 20 | ||
| Hotels by service level - Level 4: Service leader | % | 18 | 20 | ||
| Hotels by service level - Level 5: Service associate | % | 67 | 20 | ||
| Number of guest rooms | 30949 | 31678 | 33461 | 41 | |
| Number of permanent colleagues | 39031 | 41269 | 42 | ||
| SLIM by age - 30-50 | % | 21 | 20 | ||
| SLIM by age - Above 50 | % | 13 | 20 | ||
| SLIM by age - Below 30 | % | 66 | 20 | ||
| SLIM by gender - Female | % | 36 | 20 | ||
| SLIM by gender - Male | % | 64 | 20 | ||
| Subsidiaries | 44 | 45 | 47 | 41 | |
| Total number of hotels | 73 | 28 | |||
| Total number of people with disabilities employed | - | 591 | 646 | 43 |
Employee turnover rate by gender, age group and geographical region.
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| % turnover | % | 26% | 27% | 25% | 42 |
| Colleague turnover by age group: Ages 20-29 | % | 62% | 22 | ||
| Colleague turnover by age group: Ages 30-39 | % | 24% | 22 | ||
| Colleague turnover by age group: Ages 40 and above | % | 11% | 22 | ||
| Colleague turnover by age group: Below 20 | % | 2% | 22 | ||
| Colleague turnover rate in Australia | % | 29% | 36% | 33% | 22 |
| Colleague turnover rate in Canada | % | 35% | 28% | 11% | 22 |
| Colleague turnover rate in China | % | 29% | 31% | 30% | 22 |
| Colleague turnover rate in Fiji | % | 9% | 8% | 5% | 22 |
| Colleague turnover rate in France | % | n/a | 37% | 43% | 22 |
| Colleague turnover rate in Hong Kong | % | 16% | 17% | 14% | 22 |
| Colleague turnover rate in India | % | 41% | 39% | 34% | 22 |
| Colleague turnover rate in Indonesia | % | 11% | 13% | 11% | 22 |
| Colleague turnover rate in Japan | % | 26% | 22% | 29% | 22 |
| Colleague turnover rate in Malaysia | % | 19% | 20% | 19% | 22 |
| Colleague turnover rate in Maldives | % | 26% | 20% | 23% | 22 |
| Colleague turnover rate in Middle East | % | 28% | 32% | 28% | 22 |
| Colleague turnover rate in Myanmar | % | 20% | 20% | 12% | 22 |
| Colleague turnover rate in Philippines | % | 12% | 9% | 11% | 22 |
| Colleague turnover rate in Singapore | % | 38% | 32% | 30% | 22 |
| Colleague turnover rate in Taiwan | % | 31% | 33% | 31% | 22 |
| Colleague turnover rate in Thailand | % | 21% | 17% | 21% | 22 |
| Colleague turnover rate total average | % | 26% | 27% | 25% | 22 |
| Permanent colleagues either moved or promoted | % | 15.7% | 22 |
Number and rate of work-related fatalities occurred in each of the past three years including the reporting year.
| Indicator | Unit | 2010 | 2012 | Report Pages |
|---|---|---|---|---|
| Rates of injury | 2268 | 1787 | 42 |
Lost days due to work injury.
| Indicator | Unit | 2010 | 2012 | Report Pages |
|---|---|---|---|---|
| Total days lost | 18347 | 19474 | 42 |
Description of occupational health and safety measures adopted, and how they are implemented and monitored.
| Indicator | Unit | 2010 | 2011 | 2012 | 2015 | Report Pages |
|---|---|---|---|---|---|---|
| Fire Life Safety audit passing rate | percent | 34% | 32% | 87% | 16 | |
| Fire Life Safety audits passing rate | % | 34% | 32% | 87% | 42 | |
| Number of OHSAS 18001 certified hotels | hotels | 10 | 18 | 32 | 16, 42 | |
| Number of hotels with Fire Life Safety audits completed | hotels | 61 | 72 | 69 | 16, 42 | |
| Target for OHSAS 18001 certified hotels | hotels | 72 | 16 | |||
| Total number of health/wellness activities conducted by the hotels for colleagues | 421 | 480 | 42 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| Employee Engagement Survey favourable response on CSR activities | 91% | 92% | 95% | 41 | |
| Number of Shangri-La Academy graduates - core programme (cumulative) | 2882 | 3873 | 42 | ||
| Number of Shangri-La Academy graduates - professional development programme (cumulative) | 1408 | 2989 | 42 | ||
| Number of training sessions conducted | sessions | 470 | 13 | ||
| Percentage of Shangri-La permanent colleagues reached by training | 90% | 13 | |||
| Permanent colleagues who received Annual Performance Development Review | % | 100% | 22 |
Number of suppliers by geographical region.
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| Number of countries | 16 | 18 | 18 | 41 |
Description of practices relating to engaging suppliers, number of suppliers where the practices are being implemented, and how they are implemented and monitored.
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| Management contract with third parties | 15 | 15 | 19 | 41 | |
| Number of supplier assessments conducted | 44 | 11 | 42 | ||
| Overall passing rate of suppliers | % | 67 | 18 | ||
| Passing rate of suppliers after initial assessment | % | 39 | 36 | 18 | |
| Supplier code of conduct assessment passing rate | % | 39% | 36% | 42 | |
| Suppliers awarded a passing grade after initial assessment | suppliers | 17 | 4 | 18 |
Description of practices used to identify environmental and social risks along the supply chain, and how they are implemented and monitored.
| Indicator | Unit | 2011 | 2012 | Report Pages |
|---|---|---|---|---|
| Total suppliers assessed in initial assessment | suppliers | 44 | 11 | 18 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| Guest satisfaction - Overall impression of our people | % | 44% | 49% | 53% | 42 |
| Guest satisfaction - Overall staying experience | % | 40% | 43% | 47% | 42 |
| Number of hotels at year end | 70 | 72 | 78 | 41 | |
| Profit - Hotel management | US$million | 16.4 | 13.2 | 23.5 | 41 |
| Profit - Hotel operations | US$million | 128.2 | 127 | 136.9 | 41 |
| Sales - Hotel management | US$million | 89.4 | 113.6 | 135.2 | 41 |
| Sales - Hotel operations | US$million | 1493.8 | 1814 | 1944.1 | 41 |
Description of quality assurance process and recall procedures.
| Indicator | Unit | 2010 | 2012 | Report Pages |
|---|---|---|---|---|
| Number of HACCP certified hotels | 53 | 62 | 42 |
Focus areas of contribution (e.g. education, environmental concerns, labour needs, health, culture, sport).
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| Average overall CSR score | % | 61 | 68 | 13 | |
| Number of CSR Ambassadors certified | persons | 413 | 13 | ||
| Number of certified CSR Ambassadors | n/a | 68 | 413 | 41 |
Resources contributed (e.g. money or time) to the focus area.
| Indicator | Unit | 2010 | 2011 | 2012 | Report Pages |
|---|---|---|---|---|---|
| Total number of volunteer hours by Shangri-La colleagues | - | 16001 | 60174 | 43 |
Direct (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2010 | 2011 | 2012 |
|---|---|---|---|---|
| Total GHG Emissions | kilotonnes CO2e | 878 | 927.7 | 922.1 |
| Total GHG Emissions Intensity (By Unit Product) | kilograms CO2e | 61 | 55.5 | 51.2 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2012 |
|---|---|---|
| Recycling Rate of Non-Hazardous Waste | % | 46 |
Description of emissions target(s) set and steps taken to achieve them.
| Standard Indicator | Unit | 2012 |
|---|---|---|
| GHG Emissions Reduction Percentage Compared to Last Year | % | 58 |
Direct and/or indirect energy consumption by type (e.g. electricity, gas or oil) in total (kWh in '000s) and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2010 | 2011 | 2012 |
|---|---|---|---|---|
| Energy Consumption Intensity (By Unit Product) | megajoules per guest night | 414.5 | 394.8 | 359.6 |
| Percentage of Renewable Energy Consumption | percent | 15 | ||
| Total Energy Consumption | million megajoules | 5453 | 6603.6 | 6471.1 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2010 | 2011 | 2012 |
|---|---|---|---|---|
| Water Consumption | liters | 14336800 | 14891300 | 14988600 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Standard Indicator | Unit |
|---|---|
| Energy Consumption Reduction Compared to Last Year | million MJ |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2010 | 2011 | 2012 |
|---|---|---|---|---|
| Number of Total Employees | 39031 | None | 41269 | |
| Percentage of Employees Aged 30-50 | % | 48 | ||
| Percentage of Employees Aged Above 50 | % | 5 | 6 | |
| Percentage of Employees Aged Below 30 | % | 48 | 46 | |
| Percentage of Female Employees | % | 43 | 44 |
Employee turnover rate by gender, age group and geographical region.
| Standard Indicator | Unit | 2010 | 2011 | 2012 |
|---|---|---|---|---|
| Turnover Rate of Employees Aged 30-50 | % | 24 | ||
| Turnover Rate of Employees Aged Above 50 | % | 11 | ||
| Turnover Rate of Employees Aged Below 30 | % | 64 | ||
| Turnover Rate of Employees in Australia | % | 29 | 36 | 33 |
| Turnover Rate of Employees in Canada | % | 35 | 28 | 11 |
| Turnover Rate of Employees in Fiji | % | 9 | 8 | 5 |
| Turnover Rate of Employees in France | % | 37 | 43 | |
| Turnover Rate of Employees in Hong Kong | % | 16 | 17 | 14 |
| Turnover Rate of Employees in India | % | 41 | 39 | 34 |
| Turnover Rate of Employees in Indonesia | % | 11 | 13 | 11 |
| Turnover Rate of Employees in Japan | % | 26 | 22 | 29 |
| Turnover Rate of Employees in Mainland China | % | 29 | 31 | 30 |
| Turnover Rate of Employees in Malaysia | % | 19 | 20 | 19 |
| Turnover Rate of Employees in Maldives | % | 26 | 20 | 23 |
| Turnover Rate of Employees in Middle East | % | 28 | 32 | 28 |
| Turnover Rate of Employees in Myanmar | % | 20 | 20 | 12 |
| Turnover Rate of Employees in Philippines | % | 12 | 9 | 11 |
| Turnover Rate of Employees in Singapore | % | 38 | 32 | 30 |
| Turnover Rate of Employees in Taiwan | % | 31 | 33 | 31 |
| Turnover Rate of Employees in Thailand | % | 21 | 17 | 21 |
| Turnover Rate of Total Employees | % | 26 | 27 | 25 |
Lost days due to work injury.
| Standard Indicator | Unit | 2010 | 2012 |
|---|---|---|---|
| Lost Days Due to Work-related Injuries | days | 18347 | 19474 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Standard Indicator | Unit | 2012 |
|---|---|---|
| Percentage of Employees Trained | % | 90 |
Description of practices used to identify environmental and social risks along the supply chain, and how they are implemented and monitored.
| Standard Indicator | Unit | 2011 | 2012 |
|---|---|---|---|
| Number of Suppliers Participated in Sustainability Risk Assessment | suppliers | 44 | 11 |
Resources contributed (e.g. money or time) to the focus area.
| Standard Indicator | Unit | 2011 | 2012 |
|---|---|---|---|
| Total Volunteer Service Hours | hours | 16001 | 60174 |