2014 Registration Document and Annual Financial Report - page 50

Corporate responsibility
Social responsibility commitments
2
Country
Collective agreements signed in 2014 (purpose, term and priority commitments)
Number of
employees
covered
by an agreement
in 2014
Germany
Training and impact on working conditions relating to the brand Service Attitudes,
training and implementation of the LCAH program, procedures for transferring calls
to the call centers
5,829
Benin
Hotel agreement, non-discretionary profit-sharing agreement
123
Brazil
Annual pay raise, non-discretionary profit-sharing agreement, healthcare coverage
9,945
Cameroon
New employee benefits, healthcare coverage
65
Ivory Coast
2015 pay raise, discretionary profit-shares, non-discretionary profit-sharing agreement,
other benefits, healthcare coverage
4 hotels,
350 employees
France
2015 pay raise, across-the-board discretionary profit-shares, agreement on on-call hours,
non-discretionary profit-sharing agreement
15,921
Hungary
General work organization guidelines, health and safety rules, occupational physicians,
health and safety training, emergency procedures (unlimited), health coverage
862
Italy
Bonus allocation procedures
4 hotels,
235 employees
Mexico
Annual pay raise, employee benefits, non-discretionary profit-sharing agreement,
healthcare coverage, renewal of a mandatory collective bargaining agreement setting up
a health and safety commission
468
Monaco
Annual bonus replacing the VAT bonus agreement
95
New Zealand
Hotel agreement
1,729
Poland
Amendment to the collective bargaining agreement defining bonus allocation
procedures/wage indexing
2,610
Senegal
Discretionary profit-sharing
305
2.4. SOCIAL RESPONSIBILITY COMMITMENTS
By guaranteeing the finest quality products and services, promoting health and nutrition, ensuring safety and security, purchasing
responsibly and protecting children from abuse, Accor is setting an example in its relationships with both guests and society as
a whole. SolidarityAccor, our community outreach endowment fund, is the natural extension of our approach to corporate social
responsibility in our host communities, in full resonance with our founding values.
2.4.1. RESPONSIBILITYTO GUESTS
Accor’s first priority is to make its guests happy. That’s why we try
our best to understand their expectations and to interact with them
transparently and responsively, so as to define and apply the brand
standards that ensure a safe, fully satisfying guest experience.We
are also developing a portfolio of sustainable products and services
that are better for guest health and the environment.
A guest-focused culture
Identifying and understanding
guest expectations
To enhance its guest experience skills and effectiveness, a Guest
Experience and Satisfaction Department was created at Group level in
2014. It is tasked with improving guest experience strategies, brand
standards and systems for measuring satisfaction and compliance
with brand standards. It ensures that innovations are sources of
guest value and recommends ways to improve guest perceptions.
It also leverages its positioning at Group level to develop synergies
among the brands.
Registration Document 2014
48
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