2013 Registration document and annual financial report - page 71

Registration Document 2013
69
Corporate responsibility
2
Environmental commitments
2.7.2. TRAINING, AWARENESS-BUILDING AND BUY-IN
Employees
The driving forces behind our sustainable development strategy
are nearly 170,000 Accor employees around the world. They
act as our sustainability ambassadors, both by demonstrating
environmental sensitivity in their job practices and by embracing
our approach, so as to explain it to guests and encourage buy-in
for the PLANET 21 actions.
Because employee awareness-building and training play a critical
role in this process, an ambitious
e-learning program
has been
developed and launched, with two modules:
ƒƒ
building sustainability awareness:
yy
understanding sustainability challenges and issues,
yy
understanding the hotel in its environment,
yy
understanding PLANET 21;
ƒƒ
demonstrating sustainability on the job:
yy
explaining PLANET 21 and hotel programs to guests,
yy
understanding the importance of little things,
yy
demonstrating sustainability in our daily job practices and
behavior.
Developed for all the brands, the intuitive learning modules are
now available in eight languages, with two new translations in the
pipeline. Their integrated case studies and role-playing exercises
enable employees to onboard best practices at their own pace, in
line with their goals and work schedules. The two modules were
used more than 14,500 times in 2013, compared with more than
3,700 times in 2012.
Sustainability training resources also include the “Sustainable
Development in My Job” fact sheets prepared for each department
(corporate, hospitality/housekeeping, etc.) and jobs, such as head
stationwaiters, cooks, housekeeping floor supervisors, Sales Directors
and General Managers.While covering all of the hospitality industry’s
skill-sets, they can be adapted to each hotel’s local situation and
priorities. They are divided into two parts, “In the Hotel” and “In
my Job”, each with key takeaways and actionable practices. They
also come with a sustainable development glossary.
PLANET 21 Day
is a global event designed to encourage Accor
employees to demonstrate their commitment to sustainability
and social responsibility. During the week of April 21, everyone
working under an Accor brand worldwide organizes actions to
support the 21 commitments in the PLANET 21 sustainable
development program. Examples include healthcare training,
local and responsible taste workshops, waste recycling and the
creation of biodiversity hotels. Held in 55 countries, the 2013
event showcased the creativity of the 300 participating teams.
As every year, it was organized in the hotels, in collaboration
with nearby Accor hotels, guests, local communities and
employee families.
Guests
The PLANET 21 sustainable development strategy also includes
a guest awareness program designed to build buy-in and
encourage support for the hotel’s sustainability commitment. It
uses instructive signage posted along the entire guest journey,
on the booking site, in the hotel entrance, lobby and reception
desk, on room doors, in the rooms, restaurants and conference
rooms, and around the hotel grounds.
The signage suggests little things that guests can do to make a real
contribution to sustainability, for example by participating in the Plant
for the Planet project (see page 78), whose success intrinsically
depends on a guest’s willingness to reuse room towels.
In all, more than 90% of Accor hotels are leading practical actions
to build guest and employee awareness and buy-in to support their
commitment to sustainability.
Percentage of hotels building guest and employee
awareness and buy-in
Guests
Employees
2013
2012
2011
90%
95%
91%
97% 93%
98%
2011
2012
2013
Number of applicable hotels
4,013 3,331 3,401
Response rate
94% 92% 93%
1...,61,62,63,64,65,66,67,68,69,70 72,73,74,75,76,77,78,79,80,81,...344
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