COMMUNITY CONNECTEDNESS Our Approach GRI 3-3 At FHT, we are committed to delivering service excellence and establishing meaningful relationships with our stakeholders including guests and customers, suppliers, employees and local communities, and aligning our initiatives with their needs. By building meaningful relationships and supporting local causes, we aim to create a positive impact that benefits the communities we serve. We continue to innovate and transform our operations to enhance the sense of community connectedness, improve service quality and enhance guest experience through a three-pronged approach: Our Actions and Progress GRI 401-3, 403-9, 403-10 In FY2024, there were zero work-related fatalities, high-consequence injuries, work-related ill health or significant safety-related non-compliance cases among staff and contractors at our properties. However, 28 recordable injuries were reported, resulting in 136 lost days. Appropriate follow-up actions were taken after the incidents to remediate, strengthen safety protocols and prevent recurrence. A key employee benefit is our provision of parental leave, demonstrating our commitment to well-being. The REIT Manager has also implemented an inclusive, gender-neutral parental leave policy for all employees. In FY2024, none of the employees of the REIT Manager went on parental leave. FOCUSING ON PEOPLE Monitoring Customer Feedback and Satisfaction • This involves collating guest sentiments through various channels, such as in-room and post-stay surveys, and tracking reviews on major travel service platforms • Targets have been set for response rates in relation to online reviews and direct guest communications • Service protocols are in place to ensure complaints are addressed and treated with utmost care, and to strive for positive service delivery Providing Training Targeted at Customer Service Excellence • Staff at our properties attend curated trainings centred at raising hospitality standards • Staff at FH-managed properties are given holistic training in areas such as front office excellence, housekeeping excellence and security, as well as on the job and functional department training through the Certified Departmental Trainers conducted by our Learning & Development team • All staff in Intercontinental Singapore attend e-learning modules on a variety of subjects such as Managing Health & Safety, General Fire Training, Information Security and Code of Conduct • New hires at Novotel Melbourne on Collins and Novotel Sydney Darling Square undergo Heartist training with the aim of focusing on customer service through a four-principle approach Engaging external parties to evaluate service quality • Deploying independent mystery guests to stay on property to assess service quality, where relevant • Annual independent audits on brand standards and quality evaluation are commissioned annually by the hotel and serviced residence operators 24 Frasers Hospitality Trust
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