SOCIAL
RESPONSIBILITY PRACTICES
RITZ FOUR SEASON HOTEL LISBON / 2013
Contents
1.
2.
3.
Our approach to sustainability
Remembering our mission, vision and values
Our commitments to sustainability
4.
Global Compact Principles in Four Seasons Hotel Ritz Lisbon
4.1. Human Rights
4.2. Labour
4.3. Environment
4.4. Anti-corruption
5. Outside Recognition

For this reporting we have taken as a reference the United Nations Global Compact, which
we embrace - a strategic policy initiative for businesses that are committed to aligning their
operations and strategies with ten universally accepted principles.
As a hotel that operates in the luxury market
segment, we believe that the sustainability of
our business requires that we achieve a
balance between economic benefits and the
social and environmental responsibility
inherent in our activity.
And this is our responsibility: to create longterm value for the company, by conducting its
business in a balanced way and reconciling
the interests of individuals, nature
and society.
OUR APPROACH
TO SUSTAINABILITY
REMEMBERING OUR VISION, MISSION AND VALUES...
•To be the best in the area in which we operate, creating a brand that is synonymous with an exceptionally high level
of quality and adding value for all our stakeholders
VISION
MISSION
VALUES
•To provide exceptionally high quality service in the hotel sector. To this end, we must excel in all areas of the
business. We want to be a leading company in our business sec- tor in Portugal for all our stakeholders, promoting
the development and participa- tion of all our human resources, ensuring financial profitability and fulfilling our
corporate responsibility by contributing to the community and respecting the environment.
•Balance and transparency in financial management
• Ethical conduct
• Respect and recognition of people
•Quality and excellence in service
•Sustainability
•Solidarity
Our conduct
Treat others as we would like to be treated.
Commitment to ethics, transparency, dialogue and
respect for all our stakeholders
OUR COMMITMENTS TO SUSTAINABILITY
Economic-Financial Sustainability
Commitment to all our stakeholders
to generate value and profitability based on
sustainable growth
Dimensão
Económica
Communication
Frequent dear and
transparent communication
both within and
outside the company
Community Involvement Commitment
to a more just and equal society,
promoting and supporting
the growth of the community where
we operate in a participative, ongoing
way and supporting social causes
Dimensão
Ambiental
Dimensão
Social
Quality and excellence in service
Commitment to customer satisfaction
and to the quality of the service
we provide, striving to anticipate and
exceed expectations
The Environment
Commitment to a form
of management that combines
conscientious consumption
and environmental preservation
Our People
We believe that human capital is a critical factor in the success of our business. Commitment
to health, safety, quality oflife, a balance between work and family and the personal and
professional development of our employees.
Global Compact Principles in
Four Seasons Hotel Ritz Lisbon
Human Rights
Our Commitments
•
•
•
The Four Seasons Hotel Ritz does not tolerate any form of human rights abuse in the development of its
business;
The Four Seasons Hotel Ritz conducts its business guided by ethics as a transversal value to all its actions
including respect for human rights value;
The Four Seasons Hotel Ritz values the volunteer organization of its employees;
“Golden Rule”
and Code of
Conduct and
Ethics
Some features that describe us
Associative
participation and
involvement
Diversity
Food donation
project
Responsible
Employer
Involvement with
the 3rd sector
Internal
communication
Hierarchical
proximity
Instruments that guide all our interactions
Active members of
corporate organizations
(GRACE - Action and
Reflection Group on
Corporate Citizenship and
Global Compact Network
Portugal);
“Golden Rule” and
Code of Conduct
and Ethics
Partnership and
Involvement in CSR
initiatives
Diversity
Diverse Guests and Team
(nationality, religious beliefs,
political choices, age, ... )
Involvement and
participation in events in the
area of social responsibility
where these issues are
discussed
Daily food
production
surplus donation
to social
institutions
assured by
volunteer workers
Food donation
project
Community
Outreach
(goods and funds collection,
workshops, internships, meals,
...);
Co-organizers of the Terry Fox
Run, an annual charity event
held around the world to raise
money for cancer research
Corporate volunteer program
Responsible
Employer
Compensation and
Benefits Policy
(health insurance,
gym, cafeteria,
medical office and
nursing,
complimentary stays
in units of the
company, annual
bonus, ... );
Focus on personal
and professional
development of our
employees
(training programs,
cross exposures, ... )
Involvement with
the 3rd sector
Internal
communication
Hierarchical
proximity
Several policies, procedures and
practices for internal
communication (policy of "Open
Door“, Direct Line Committee,
monthly gazette, HRTV, email, ... )
Human Rights
Actions undertaken in 2013

Volunteer Program at the Ritz : 3 actions , approximately 250 employees involved, 687 hours of volunteer work . Social and
environmental nature actions;

Consolidation of the Food Donation Project, supporting regularly 5 institutions and about 350 people. Involvement of all
employees of the hotel with a total of 475 hours;

Institutional representation at various events and seminars within the framework of social responsibility, namely XIX GRACE
Thematic Meeting - Challenges and Opportunities of Social Responsibility in Tourism

Support and close relationship between the Hotel and 10 social institutions , developing various initiatives (food surplus
donation, function rooms, discontinued articles given from the Hotel, etc ...);

4 internal campaigns to raise clothing, baby and toddler items, electrical and electronic waste, dated medicines and IRS
contribution;

Support to any staff members willing to donate personal items (clothing , furniture, household items, etc.);

Renovation of the hotel's cafeteria
Donation Project of surplus food production
GIRO
Labour
Our commitments




The Four Seasons Hotel Ritz Lisbon respects union initiatives, values ​any volunteer initiatives by their
staff members and offers a set of policies, procedures and practices that encourage and reinforce the
ongoing dialogue with all interested parties;
The Four Seasons Hotel Ritz Lisbon does not tolerate any form of forced or compulsory labour;
The Four Seasons Hotel Ritz Lisbon does not admit the use of child labour in the development of its
business;
The Hotel Ritz Four Seasons Lisbon is committed to promote equal work opportunities and to have
diverse work force. Non-discrimination is also a strong commitment.
Refresh em DAE e SBV
Labour
Collective labour agreement
Some features that describe us
Active members of the associative
movement of our industry
Workers Committee
Several mechanisms to capture customer
feedback
Initiatives that contribute to
work-life balance:
Labour Relations
i)
ii) Lead by example
Annual Engagement Survey
Supplier Evaluation
Listening, Dialogue
and
Communication
with Stakeholders
Working
Conditions and
Welfare
Training Programs and tools
iii) Employee Experience
(program that focus on
employees and gives emphasis
to 8 initiatives that include:
health & wellness, fun &
connectivity)
Evaluation and annual incentive
involving all employees
Career Watch Database
Bluewater Initiative Program
(intrapreneurship)
Golden time
Employment and
Workplace
Relations
Training and
Development
Health and Safety Committee
HST Training, Fires and Evacuation and First Aid
Risk Analysis
Description of functions realizing the safety issues associated.
Health and Safety
Recognition mechanisms for
employees
Workday, global human resources
platform accessible to all
employees
Policy of equal opportunities and
diversity (religion, sexual
orientation, nationality, ...)
Labour
Actions undertaken in 2013

Bluewater Initiative, implementation of 13 new ideas in various outlets of the hotel with the aim of improving the guest
experience;

Investment in the area of ​health and safety at work: i) CPR techniques Adult and Child, including use of the AED - refresh, ii)
safety and evacuation procedures, iii) HACCP, iv) Simulacrum fire;

Embark, launch of the new program to welcome and integrate new employees

Monthly article in the “Ritz Gazette” on issues about health and wellness;

Training reinforcement: i) Designated Trainers workshop; ii) Steps program; iii) Russian for beginners; iv) Social Media
training; Coaching Workshop for Managers, ... ;

Improvement of recognition mechanisms , particularly through the launch of “Catch People Doing Things Right” initiative
Environment
Our commitments
•
•
•
The Four Seasons Hotel Ritz has a preventive approach regarding the environmental impacts
that result from its activity;
The Hotel Ritz Four Seasons seeks to promote an environmentally responsible conduct with all
the stakeholders;
The Hotel Ritz Four Seasons seeks to develop and adopt environmentally sustainable
technologies within the characteristics of the company and its business.
Some aspects that describe us
Transverse environmental concern to reduce the impact of all our daily operations and products
Our objective is to reduce the impact of our business
and products on the environment
Septic tank cleaning twice a year
Cleaning of the entire fume extraction system for the kitchen and
laundry
Maintenance program for the
hotel’s entire air conditioning and
heating system good results in the
indoor environment evaluation
Environmentally-friendly cleaning products
Industrial
Cleaning
We have complied with the limits
on greenhouse gas emissions from
the boilers
Maintenance of the filtration and
purification equipment for the air
extracted from the hotel bar kitchen
Building maintenan to replace all the
window frames, thereby improving
efficiency in terms of climate control
and noise in rooms. Energy efficiency
ratios per occupied room have
Cooking oil recycling
Fluorescent light bulb recycling
Equipment and
Building
Maintenance
Paper:
• various paperless meetings
• less printing
• reuse of printed paper
•uuse of communication
and information
technologies as a valuable vehicle for reducing the
use and circulation of paper
Whater:
• reduction of water flow in some areas of the hotel
Light:
• gradual replacement of all the light bulbs
Separation of waste into: organic
waste, undifferentiated waste,
paper and card board, and
containers and glass
Tratamento e
Valorização de
Resíduos
Battery recycling
Recycling of toners and printer ink
Appropriate recycling of liquid wast
from dry cleaning chemicals
Recycling bins have been placed on
all floors of the hotel and in the
different employee work areas
Consumption
Reduction
Pest Control
Handling of obsolete materials:
printers, telephones, etc., sending
them to the local entities in charge
of such materials.
Pest control and exter- mination in strategic parts of
our hotel
Environment
Actions undertaken in 2013

Participation in a voluntary environmental action (GIRO ) with a total of 104 hours of volunteer work ;

Campaign to collect electronic waste supporting the grouping of schools EB2.3 Bairro Padre Cruz School for the contest
Electron (involvement of the hotel and employees);

Campaign to collect dated medicines supporting the grouping of schools EB2.3 Bairro Padre Cruz , a total of 29,400 kg

Greening Meetings program (which includes the areas of accommodation, F & B, conference services) - We have
supported 2 customers to donate surplus materials events benefiting 4 institutions;

Reuse of discontinued articles from the Hotel and donation to 6 social institutions

Decreased volume of organic waste as a result of the implementation of the food donation project;

Incineration of soaps used by our guests in a total of 415 kg, which corresponds to 5500 soaps;

Separation, treatment and recovery of edible oils totaling 1790 L
Anti-corruption
Our commitments
"Create a culture and work ethic based on our golden rule, giving all our employees our greatest
asset:. Structure to perform a culture of superior international service"
Some aspects that describe us
Golden Rule
Mechanism for confidential
reporting, accessible to all
employees, which safeguard
their anonymity
Ethics Point
Code which all employees are bound and
which covers a wide range of procedures
and practices of service
“Treat others as we would like to be
treated" is the main pillar of our
company culture
Employee Guide
Code of Conduct
and Professional
Ethics
Orientation document in
terms of conduct and
procedures delivered and
presented in the context of
training to all employees
Anti-corruption
Actions undertaken in 2013
•
Refreshing activities to all employees about the Code of Conduct and Ethics;
•
Participation in the 8th Week of Social Responsibility - Building Pathways to the Future - Ethics in the
economy: the way to build trust and do business. Sharing our practices jointly with other companies on
"Dilemmas and ethical guidelines" .
•
Training to all new employees on the Code of Conduct and Ethics and the various internal regulations
on standards of conduct;
Outside Recognition
Coyle Hospitality Group
Coyle Hospitality Group is a market leader in designing and
implementing mystery shopping, quality benchmarking, brand
compliance, and market research programs exclusively for the
global hospitality industry.
Audits Four Seasons Hotels & Resorts restaurants and bars
Results in 2013: 1st Place Gold Medal for EMEA - 99%
Leading Quality Assurance specializes in providing quality
assurance audits and benchmarking analysis to the luxury
hospitality.
Results in 2013:
 4th Place for EMEA
 1st Place Gold Medal - Concierge
Boa Cama, Boa Mesa guide is published annually by the Expresso
newspaper and its awards recognize the best hotels and restaurants in
Portugal, distinguishing the top restaurants (Gold Forks) and the top
hotels (Gold Keys) in Portugal. The highest distinctions possible are the
"Platinum Key" and "Platinum Fork".
Results in 2013: Gold Key
Outside Recognition
Certificate of Excellence – 2013 Winner
TripAdvisor® is the world's largest travel site, enabling travelers to plan
and have the perfect trip.
TripAdvisor branded sites make up the largest travel community in the
world, reaching nearly 260 million unique monthly visitors, and more
than 150 million reviews and opinions covering more than 4 million
accommodations, restaurants and attractions.
Gold List 2013 – 1st Place in Portugal
# 4 in Iberian Peninsula (Spain and Portugal)
# 8 between 31 Hotels of Four Seasons
Condé Nast Traveler is the world's premier luxury and lifestyle travel
magazine published by Condé Nast.
Being in the Gold List for more than 5 years in a row, the Hotel
earned the Platinum Circle status.
Outside Recognition
Melhores Empresas para Trabalhar 2013
Four Seasons Hotel Ritz Lisbon was, once again, one of the "100 Best
Companies to Work For in Portugal", according to a study made by
Exame magazine and Accenture, being considered the 8th Best
Company to Work for in Portugal. The award highlights the best
practices in Human Resources in Portugal and recognizes companies
with the highest degree of commitment towards employees.
HAACP (Hazard Analysis and Critical Control Point)
Certificate of conformity based around the Codex HACCP Principles