Sustainability Report
Sustainability Policy Marissol Hotel Group Contents Purpose Scope Management Commitment & Governance Principles & Approach Targets (SMART — Proposed) Measurement & Reporting Methodology Action Plan — Main Reduction Measures Offsetting Policy Monitoring, Reporting & Certification Key Performance Indicators (KPIs) Responsibilities Verification & Review Communication 1. Purpose Marissol Hotel Group is committed to reducing greenhouse gas (GHG) emissions across all its operations, continuously improving environmental performance, and achieving compliance with the Travelife for Accommodation certification requirements. This policy sets out clear commitments, measurement methodologies, and actions for progressively reducing Scope 1, 2, and significant Scope 3 emissions. 2. Scope This policy applies to: All properties and facilities under the operational control of Marissol Hotel Group (hotels, F&B outlets, shared facilities). Staff activities (workplace, commuting), operational procurement, and suppliers that significantly impact the Group’s GHG emissions. 3. Management Commitment & Governance Senior Management is committed to integrating sustainability into the business strategy and investment decisions. A Group Sustainability Lead and local sustainability officers will be appointed, with clear responsibilities for monitoring, reporting, and implementing measures. Annual budgets and resources will be allocated to achieve the targets, with regular reports submitted to the Board and made publicly available. 4. Principles & Approach Measurement & Monitoring: Quantify and track GHG emissions (Scope 1, 2, and significant Scope 3) on a regular basis, including at least monthly tracking of energy, fuel, water, and waste-related indicators. This monitoring underpins an annual improvement cycle as required by Travelife. Reduction Before Offsetting: Focus first on direct reductions through technical and operational measures; consider reliable offsets only for unavoidable emissions, prioritising transparent, verifiable projects with local co-benefits where possible. Continuous Improvement: Apply a “Plan-Do-Check-Act” (PDCA) cycle, with internal and external audits, including regular Travelife verification according to the certification cycle. 5. Targets (SMART — Proposed) (Baseline year proposed: 2024) Short-term (by 2028): Reduce combined Scope 1 & 2 emissions by 30% compared to baseline. Mid-term (by 2035): Reduce Scope 1 & 2 emissions by 50% compared to baseline. Long-term (by 2050): Achieve Net Zero in operational emissions, aligned with science-based targets (SBTi) where feasible. Scope 3: Measure and target a 20-30% reduction in major Scope 3 sources (e.g., food procurement, guest/staff transport, waste treatment) by 2035. 6. Measurement & Reporting Methodology Framework: Apply internationally recognised protocols (e.g., GHG Protocol) for identifying and calculating Scope 1, 2, and 3 emissions. Frequency: Monthly collection of key operational indicators (electricity, fuel, water, waste, transport) aggregated into an annual sustainability report. Tools: Use Building Management Systems (BMS), sub-metering, and environmental management software to capture KPIs and historical data. 7. Action Plan — Main Reduction Measures Energy & Buildings Conduct energy audits across all properties and implement efficiency measures (LED lighting, insulation upgrades, HVAC optimisation, inverter pumps, thermostat controls). Increase the share of electricity from renewable sources via green energy contracts, on-site solar PV installations, or net-metering schemes where feasible. Deploy BMS for automated control and monitoring. Transport Encourage public transport, staff bicycles, car-pooling schemes, and incentives for electric vehicle use by employees. Implement a sustainable travel policy prioritising virtual meetings, choosing the most efficient transport modes, and tracking/offsetting where necessary. Food & Waste Minimise food waste, prioritise local and seasonal suppliers, and implement composting where possible. Reduce GHG emissions from organic waste through improved segregation and waste-to-resource initiatives. Procurement & Supply Chain Prioritise suppliers with low-carbon products, recycled/recyclable materials, and transparent environmental performance. Collaborate with suppliers to collect Scope 3 data and provide guidance for emissions reduction. Staff & Guest Engagement Annual staff training on energy efficiency, waste management, and sustainable operations. Guest communication materials encouraging participation in sustainability initiatives. 8. Offsetting Policy Offsetting is only considered after all practical reduction measures have been implemented. Offsets must be from verified, credible projects (e.g., Gold Standard, VCS), with preference for projects delivering local environmental and community benefits. 9. Monitoring, Reporting & Certification Monthly operational KPI tracking and annual public sustainability reporting. Maintain compliance with Travelife requirements and prepare for audits within the certification cycle. 10. Key Performance Indicators (KPIs) Examples of monitored KPIs: kWh of electricity per available room-night (monthly). Litres of fuel consumed per month. Tonnes CO₂e total emissions per year (Scopes 1, 2, and relevant 3). % reduction in food waste. % of electricity from renewable sources. 11. Responsibilities CEO: Approves overall strategy and allocates resources. Group Sustainability Lead: Coordinates, monitors KPIs, compiles the annual report. Local Sustainability Officers: Implement measures, train staff, collect data. Suppliers: Provide data and meet the Group’s sustainable procurement requirements. 12. Verification & Review Conduct regular internal and external audits. Update the policy and targets annually based on results, new technologies, and changes in international standards or Travelife criteria. 13. Communication This policy will be available to staff and the public (website, reception) along with updated progress reports. The Group will maintain transparent and accountable public commitments. © Marissol Hotel Group
Subject: Commitment to Reduce Greenhouse Gas Emissions in line with Travelife Requirements
Version: 1.0
Effective Date: 5/1/2025
Applies to: All hotels and operations of the Marissol Hotel Group
Environmental Policy — Marissol Hotel Group Subject: Commitment to Reduce Greenhouse Gas Emissions
Version: 1.0
Effective Date: 5/1/2025
Applies to: All hotels and operations of the Marissol Hotel Group
Employee Welfare Policy — Marissol Hotel Group Employee Welfare Policy — Marissol Hotel Group Contents 1. Policy Statement (Senior Management Commitment) 2. Core Principles of Fair Treatment 3. Implementation Strategy 4. Accessibility 5. Beyond Compliance Example Statements for Inclusion Summary Table 1. Policy Statement (Senior Management Commitment) Marissol Group’s leadership hereby affirms: “We are committed to treating our staff fairly, upholding all relevant labour laws, and exceeding baseline standards in ensuring their safety, well-being, and professional growth.” This declaration should appear prominently in the Employee Handbook, official communications, and recruitment materials to reinforce its visibility and accessibility. 2. Core Principles of Fair Treatment Compliance with Labour Laws: We adhere to all applicable local and international labour legislation. Fair Compensation: Salaries and benefits are competitive and based on regular benchmarking to ensure fair pay. Work-Life Balance: Employees receive sufficient rest periods, holidays, and leave entitlements. Safe and Supportive Work Environment: We maintain health and safety protocols and provide secure working conditions. Zero Tolerance for Discrimination, Harassment, and Abuse: Our workplace promotes respect, inclusivity, and dignity for every employee. Equal Opportunity & Professional Development: All staff have equitable access to training, development, and career advancement. 3. Implementation Strategy Visible Documentation: Embed the policy in the Employee Handbook, intranet platforms, and staff notices. Include in job postings and recruitment materials to reinforce our commitment. Communication and Training: Conduct regular orientation sessions and refresher training—for both existing and new staff—focusing on employee welfare rights and support mechanisms. Oversight Group: Establish an Employee Welfare Committee with representatives across functions to monitor adherence and propose improvements. Grievance and Feedback Channels: Provide safe, confidential methods for staff to raise concerns—via a hotline, suggestion box, or direct report—ensuring timely response and resolution. Monitoring and Review: Carry out annual reviews of welfare metrics (e.g., staff satisfaction, incident reports, training completion, turnover). Summarize outcomes and action plans in internal reports. Continuous Improvement: Use employee feedback, audit findings, and benchmarking to enhance welfare practices, aiming to exceed legal requirements. 4. Accessibility This policy is made readily available to all internal stakeholders, especially staff—through employee handbooks, the intranet, and onboarding materials. 5. Beyond Compliance Marissol Group pledges to go beyond basic legal compliance by fostering a culture of fairness, respect, and empowerment—committing to holistic welfare and continuous enhancement. Example Statements for Inclusion Simple: “At Marissol Group, we are committed to treating our staff fairly and respecting all labour laws.” Expanded: “The welfare of our people matters. Marissol Group is dedicated to fair treatment, equitable pay, safe work environments, and fostering growth and opportunity for all.” Summary Table Policy ElementKey Content Statement Senior management publicly commits to fair and respectful treatment. Principles Labour law compliance, fair pay, rest, safety, non-discrimination, equality. Implementation Documentation, training, oversight committee, grievance channels. Monitoring Annual reviews, employee feedback, continuous improvement. Visibility Policy accessible to all in handbooks, intranet, adverts. Beyond Compliance Cultural commitment to fairness exceeding legal minimums. © Marissol Hotel Group
Subject: Commitment to Employee Welfare
Version: 1.0
Effective Date: 5/1/2025
Applies to: All hotels and operations of the Marissol Hotel Group
Health, Safety & Crisis Management Policy — Marissol Hotel Group Contents 1. Purpose 2. Scope 3. Our Commitments 3.1 Health & Safety 3.2 Crisis Management 3.3 Risk Prevention 4. Key Principles 5. Objectives 6. Crisis Management Framework 6.1 Types of Emergencies Covered 6.2 Crisis Management Team (CMT) 6.3 Communication & Notification 7. Training & Awareness 8. Monitoring & Reporting 9. Governance & Responsibilities 10. Review & Continuous Improvement Statement of Commitment 1. Purpose The purpose of this policy is to safeguard the health, safety, and well-being of our guests, staff, and stakeholders and to ensure the Marissol Hotel Group is fully prepared to manage emergencies, crises, and unexpected events. This policy defines our commitment to: Maintaining safe and healthy working and living environments. Preventing accidents, injuries, and illnesses. Ensuring business continuity through robust crisis and emergency management procedures. Complying with all relevant legal, regulatory, and certification standards. 2. Scope This policy applies to: All hotels, resorts, and facilities operated by the Marissol Hotel Group. All employees, contractors, suppliers, and guests. All operational activities, including accommodation, food & beverage, leisure, maintenance, and external service provision. 3. Our Commitments 3.1 Health & Safety Ensure compliance with all occupational health and safety (OHS) regulations and best practices. Maintain clean, safe, and hygienic environments for both guests and employees. Provide safe facilities, equipment, and working conditions. Promote employee health and wellness through training, preventive measures, and wellness initiatives. Maintain robust food safety and hygiene practices in line with HACCP standards. 3.2 Crisis Management Develop and maintain a Crisis Management Framework covering natural disasters, fire, health emergencies, security threats, accidents, and other disruptive events. Ensure each property has a Crisis Management Team (CMT) trained in emergency response, communication, and decision-making. Maintain Emergency Response Plans (ERPs) for different scenarios, regularly updated and tested through drills and simulations. Establish business continuity measures to ensure rapid recovery and minimal disruption. 3.3 Risk Prevention Identify, assess, and control hazards and risks across all operations. Carry out regular safety inspections, fire drills, and emergency preparedness exercises. Maintain safety equipment (fire extinguishers, sprinklers, alarms, emergency lighting, first aid kits) in operational condition at all times. Ensure staff are trained to respond swiftly and appropriately to incidents. 4. Key Principles Guest & Staff Safety First: Protecting people is the top priority in all circumstances. Prevention Culture: Prevent accidents and crises before they occur through risk assessment, maintenance, and staff training. Preparedness & Resilience: Maintain readiness through drills, crisis plans, and proactive resource allocation. Clear Roles & Responsibilities: Ensure defined responsibilities for crisis response and communication. Transparency & Communication: Communicate effectively with staff, guests, authorities, and the media during and after crises. 5. Objectives Zero tolerance for unsafe practices, aiming for zero accidents and injuries. Conduct quarterly safety drills (fire, evacuation, first aid) at every property. Achieve 100% staff training compliance on health, safety, and crisis management annually. Ensure all hotels maintain and test emergency equipment at least once every 6 months. Review and update risk assessments at least once per year or after significant incidents. 6. Crisis Management Framework 6.1 Types of Emergencies Covered Natural disasters: earthquakes, floods, storms, tsunamis. Fire & explosion incidents. Medical & public health emergencies: injury, illness, epidemics/pandemics. Security threats: theft, terrorism, armed attack, bomb threat. Technical failures: power outage, water contamination, IT/cyber incidents. 6.2 Crisis Management Team (CMT) Each property appoints a CMT including the General Manager, Health & Safety Officer, Security Manager, and Communications Lead. The CMT is responsible for activating emergency plans, coordinating with local authorities, and safeguarding guests and staff. 6.3 Communication & Notification Maintain up-to-date contact lists of emergency services, hospitals, embassies, and local authorities. Provide clear instructions and evacuation routes to guests and staff. Use multiple communication channels (alarms, PA systems, digital alerts, staff briefings) for rapid dissemination of information. 7. Training & Awareness Induction training on health, safety, and crisis response for all employees. Regular refresher training on fire safety, first aid, evacuation, and guest support. Guest information materials (in rooms, lobbies, digital platforms) outlining emergency procedures. Annual workshops for CMT members on crisis leadership and communication. 8. Monitoring & Reporting Monthly inspections and audits of safety and crisis readiness across all properties. Incident reporting and root cause analysis for every accident, injury, or crisis. Annual Health & Safety and Crisis Readiness Report submitted to Group Management. External audits and certification where required (e.g., ISO 45001, HACCP, Travelife standards). 9. Governance & Responsibilities Board of Directors: Provide leadership, approve policy, and allocate resources. Group Health, Safety & Crisis Manager: Oversees policy implementation, crisis preparedness, and reporting. Hotel General Managers: Ensure property-level compliance and readiness. All Employees: Follow safety protocols, report risks, and participate in training and drills. Suppliers & Contractors: Comply with Marissol Group’s Health, Safety & Crisis standards. 10. Review & Continuous Improvement This policy will be reviewed annually or after any significant incident. Lessons learned from incidents and drills will be used to improve systems and training. Guest and employee feedback will be incorporated to strengthen procedures. Statement of Commitment At Marissol Hotel Group, we commit to protecting the health, safety, and well-being of all guests, staff, and communities we serve. We recognise that safety and crisis preparedness are fundamental to hospitality excellence and long-term resilience. By fostering a culture of prevention, preparedness, and continuous improvement, we ensure that our hotels are safe, welcoming, and trusted destinations. © Marissol Hotel Group
Subject: Commitment to safeguard the health, safety, and well-being of our guests, staff, and stakeholders
Version: 1.0
Effective Date: 5/1/2025
Applies to: All hotels and operations of the Marissol Hotel Group
Quality Policy — Marissol Hotel Group Contents 1. Purpose 2. Scope 3. Quality Commitment 4. Principles of Quality Management 4.1 Guest Satisfaction 4.2 Continuous Improvement 4.3 Employee Engagement & Training 4.4 Compliance & Standards 4.5 Risk & Safety Management 5. Objectives 6. Monitoring & Reporting 7. Governance & Responsibilities 8. Communication 9. Review & Continuous Improvement Statement of Commitment 1. Purpose The purpose of this Quality Policy is to define Marissol Hotel Group’s commitment to delivering exceptional hospitality services while continuously improving guest satisfaction, operational efficiency, and staff development. Our Quality Policy serves as a framework for decision-making, performance evaluation, and compliance with international standards of service excellence and sustainable operations. 2. Scope This policy applies to: All hotels, resorts, restaurants, and facilities managed by Marissol Hotel Group. All employees, contractors, and partners representing the Group. All aspects of guest service delivery, supplier engagement, and operational performance. 3. Quality Commitment Providing exceptional guest experiences that exceed expectations. Ensuring safe, clean, and comfortable environments at all properties. Embedding continuous improvement in every aspect of our operations. Maintaining compliance with legal, regulatory, and certification standards (including Travelife for Accommodation, ISO standards where applicable). Fostering a culture of excellence, professionalism, and accountability among all staff. 4. Principles of Quality Management 4.1 Guest Satisfaction Guest needs, expectations, and feedback are central to our service delivery. Regular monitoring of guest satisfaction through surveys, reviews, and direct communication. Prompt resolution of complaints and implementation of corrective and preventive actions. 4.2 Continuous Improvement Apply the Plan-Do-Check-Act (PDCA) cycle to all operations. Review key performance indicators (KPIs) monthly and adjust processes where needed. Benchmark performance against industry best practices and competitor standards. 4.3 Employee Engagement & Training Provide ongoing training to ensure staff have the skills, knowledge, and motivation to deliver high-quality services. Recognise and reward performance excellence. Encourage a culture of open communication, teamwork, and responsibility. 4.4 Compliance & Standards Adhere to national and international laws, health and safety regulations, and hospitality standards. Ensure supplier and contractor compliance with Marissol’s quality and sustainability requirements. Align quality objectives with sustainable business practices, including environmental and social responsibility. 4.5 Risk & Safety Management Apply risk-based thinking to anticipate potential quality issues and implement preventive measures. Maintain robust systems for health, safety, and hygiene, ensuring safe environments for guests and staff. 5. Objectives Achieve and maintain guest satisfaction scores above 90% across all properties. Resolve 100% of guest complaints within 48 hours. Conduct at least two staff training sessions per department per year on quality and service standards. Ensure compliance audits are conducted annually for quality and safety standards. Establish continuous improvement projects each year (e.g., service innovation, digital solutions, efficiency upgrades). 6. Monitoring & Reporting Establish KPIs for service quality, guest satisfaction, staff training, and operational efficiency. Monitor performance monthly, review results in management meetings, and publish outcomes in annual sustainability and quality reports. Use internal audits and external certification audits to ensure compliance and continuous improvement. 7. Governance & Responsibilities CEO & Board of Directors: Provide strategic leadership, approve policy, and allocate resources. Group Quality Manager: Develops and oversees the Quality Management System, tracks KPIs, and coordinates audits. Hotel Managers: Ensure policy implementation at property level, conduct staff training, and manage corrective actions. All Employees: Responsible for delivering high-quality services and upholding Marissol’s standards in daily operations. 8. Communication This Quality Policy will be made available to all employees, suppliers, and contractors. It will be displayed in staff areas and on the Group’s official website. Updates and progress will be communicated through annual reports and staff meetings. 9. Review & Continuous Improvement The Quality Policy will be reviewed annually by the Group’s Senior Management to ensure its continued suitability, adequacy, and alignment with strategic goals and industry trends. Feedback from staff, guests, and stakeholders will be considered in every revision. Statement of Commitment At Marissol Hotel Group, quality is not a goal, but a way of working. We are committed to providing world-class hospitality, continuous improvement, and sustainable growth while ensuring that every guest feels welcomed, valued, and inspired to return. © Marissol Hotel Group
Subject: Commitment to delivering exceptional hospitality services while continuously improving guest satisfaction, operational efficiency, and staff development
Version: 1.0
Effective Date: 5/1/2025
Applies to: All hotels and operations of the Marissol Hotel Group
