SUSTAINABILITY REPORT 2017 - Genting Singapore

SUSTAINABILITY REPORT 2017 - Genting Singapore
SUSTAINABILITY REPORT 2017 - Genting Singapore
2         GE N TI N G SI N GAP ORE   table of content                                                        message from our president   G E NTI NG S IN G A P O R E             3

TABLE OF CONTENT                                         MESSAGE FROM OUR PRESIDENT
                                                         Dear Stakeholders,
                                                         2017 was an eventful year with           than $6.2 million in cash and in-        I would like to express my gratitude
                                                         geopolitical events leading to           kind donations to various charities      to our partners, stakeholders and
04   BOARD STATEMENT                                     pockets of uncertainty around the        and organisations that are aligned       team members who have joined us
                                                         world. The US officially notified that   with our corporate philosophies          in our sustainability journey. We look
                                                         it will withdraw from the Paris          of community empowerment,                forward to your continued partnership,
05   SUSTAINABILITY AND GENTING SINGAPORE                Climate Agreement, resulting             engagement and environmental             support and engagement as we travel
06     GENTING SINGAPORE AT A GLANCE                     in a partial setback to global           conservation. As children and            to achieve new milestones.
08     PERFORMANCE OVERVIEW                              environmental initiatives.               seniors are key focus in our CSR
09     SUSTAINABILITY21 STRATEGY                                                                  outreach, 93% of all donations
11     MATERIALITY ASSESSMENT                            During the year, Singapore               went towards children, youth and
12     STAKEHOLDER ENGAGEMENT                            reaffirmed its commitment to the         elders-related causes in 2017. As
                                                         Paris Climate Agreement and its          part of RWS’ five-year commitment
                                                         pledge on emissions. As part of the      of $5 million in corporate giving
14   HOW WE REPORT                                       global climate accord, Singapore         to Community Chest, Universal
                                                         will reduce the country’s overall        Studios Singapore hosted the
                                                         energy intensity by 36% by 2030.         second edition of Community Chest
15   STAYING AHEAD: MARKETPLACE                          The Singapore Government also            Charity in the Park in February 2017.    – Tan Hee Teck,
16     GOVERNANCE                                        announced plans for a carbon tax in      Bringing together more than 4,000        President and Chief Executive Officer
20     GUEST SAFETY AND HEALTH                           2019 and increased water price by        donors, beneficiaries, caregivers
26     GUEST SATISFACTION                                30% since July 2017.                     and volunteers, this event raised
31     SUSTAINABLE PROCUREMENT                                                                    over $2 million benefitting charities
                                                         We are aligned to the national           supported by Community Chest. For
                                                         commitment to combat climate             these efforts, RWS was recognised
36   PROTECTING OUR FUTURE: ENVIRONMENT                  change. Our conservation initiatives     with the Corporate Platinum Award in
37     ENERGY AND EMISSIONS                              are on track to achieve our targets of   the 2017 Community Chest Awards.
41     WATER                                             cumulative energy and water savings
42     EFFLUENTS AND WASTE                               of 63% and 15%, respectively, by         This is the second year we are
44     BIODIVERSITY                                      2020. This year, grid electricity        executing on our Sustainability21
                                                         consumption compared to 2016             Strategy and our fourth
                                                         has fallen by 4%, while fresh water      comprehensive sustainability report
49   EMPOWERING AND NURTURING: PEOPLE                    consumption saw a good reduction         in accordance with Global
51     FAIR EMPLOYMENT PRACTICES                         of approximately 8%. New efforts in      Reporting Initiative (GRI) G4
54     TALENT DEVELOPMENT                                the year also led to a 9% reduction      guidelines. The results thus
56     WORKPLACE HEALTH AND SAFETY                       in waste production and an increase      far are most encouraging.
                                                         of nearly 25% in the use of recycled     Since our inclusion as one
                                                         materials. As a testament to our         of the pioneering companies
60   GROWING TOGETHER: COMMUNITY                         good environmental practices, RWS’       on the Singapore Exchange
61     COMMUNITY INVOLVEMENT                             Hard Rock Hotel received the Award       Sustainability Indices in
64     ADVOCACY                                          of Excellence at the Singapore Green     2016, we are now one of the
71     OUR SUPPORT FOR NATIONAL SERVICE                  Hotel Award 2017-2018.                   top 10 constituents of the
                                                                                                  SGX Sustainability Leaders
                                                         Through our corporate social             Index and SGX Sustainability
72   GRI CONTENT INDEX                                   responsibility (CSR) platform            Leaders Enhanced Index.
                                                         known as RWS Cares, we
                                                         contributed to and enabled more
SUSTAINABILITY REPORT 2017 - Genting Singapore
4                GE N TI N G SI N GAP ORE        board statement                                                                                                                                 G E NTI NG S IN G A P O R E   5

                                                                                                                                         SUSTAINABILITY AND
                                                                                                                                         GENTING SINGAPORE
                                                                                                                                         As one of Asia’s largest integrated resort destinations, our businesses impact
                                                                                                                                          Singapore and the world. We recognise this and we have taken actions to
                                                                                                                                                         support the national and global commitments.

 Genting Singapore PLC Board of Directors at L’Atelier de Joël Robuchon Restaurant                                                          GENTING SINGAPORE                                  MATERIALITY
                                                                                                                                            AT A GLANCE                                        ASSESSMENT
2017 marks the second year since we launched our                            With the recent introduction of SGX Listing Rule 711A, the
Sustainability21 Strategy and we are starting to see                        Board recognises the greater importance being placed on
good results towards achieving national and international
sustainability goals.
                                                                            building sustainable business practices and disclosures.
                                                                            The Board attaches significance to being part of the SGX        PERFORMANCE                                        STAKEHOLDER
Our Sustainability21 Strategy is built on 4 key pillars:
                                                                            Sustainability Leaders Index. We are committed to do our
                                                                            best in improving our performance, with sustainability          OVERVIEW                                           ENGAGEMENT
Marketplace, People, Community and Environment,                             being at the core of our business operations.
which helps the Board and senior management focus on
developing policies and practices, setting performance
targets and action plans, in order to create sustainable
                                                                            We believe that the Group is well-positioned to continue
                                                                            contributing to a more sustainable future for Singapore
value for all stakeholders.                                                 and the world. Our sincere gratitude to all stakeholders
                                                                            participating in this journey with us.
During the year, the Board maintained oversight over
the Sustainability Working Committee and Sustainability
Steering Committee, managing sustainability risks and
opportunities, while ensuring all Environment, Social and
Governance (ESG) matters significant to our business are
aligned with our Sustainability21 Strategy.
SUSTAINABILITY REPORT 2017 - Genting Singapore
6              GE N TI N G SI N GAP ORE   genting singapore at a glance                                                                                               genting singapore at a glance     G E NTI NG S IN G A P O R E              7

GENTING SINGAPORE                                                                                                    ABOUT RESORTS WORLD SENTOSA

AT A GLANCE                                                                                                                                                                                 15,000M2 OF
                                                                                                                                                                                           GAMING SPACE                    ENTERTAINMENT
Genting Singapore PLC (Genting Singapore) is a renowned worldwide brand                                                                WORLD-CLASS ATTRACTIONS                                 A venue                   Spectacular shows
leader in sustainable integrated resort development, widely recognised                    OUR MISSION                   RWS is home to Southeast Asia’s first and only Universal          providing guests               and events ranging
for its award-winning flagship project Resorts World Sentosa (RWS). We                                                   Studios theme park, S.E.A Aquarium, Adventure Cove                 with a holistic            from original resident
are one of the largest companies in Singapore listed on the Mainboard of      To develop world-class integrated           Waterpark, Dolphin Island and the newly re-opened                 entertainment             productions to concerts
Singapore Exchange (SGX), and a constituent stock of the Financial Times      resorts that transform destinations,                  Maritime Experiential Museum.                            experience                   to public shows.
Stock Exchange 100 Index (FTSE) Straits Times Index, as well as the SGX       create jobs and re-invest in local                                                                          through a variety
Sustainability Leaders Enhanced Index and Sustainability Leaders Index.       economies through sustainable                                                                                   of treats.
Through our commitment to sustainable development, we aim to develop          practices and development.
world-class integrated resorts that transform destinations, create jobs and
re-invest in local economies.                                                                                                                                                                                                RELAXATION
                                                                                       OUR CORE VALUES                                                                                                                 ESPA’s award-winning
                                                                                                                             MICHELIN-STARRED                                                                           flagship spa in Asia.
                                                                              • Trustworthiness                                RESTAURANTS                    BEST INTEGRATED              MEETINGS AND
                                                                              • Integrity                               Pampering guests with 50 F&B              RESORT                      EVENTS
                                                                              • Mutual Respect                         outlets which includes Michelin-     RWS has seven hotels              Green Mark
                                                                                                                          starred and award-winning         with more than 2,000          Platinum meeting
                                                                                                                       celebrity chef restaurants. RWS       rooms and has been           facilities for up to                   RETAIL
                                                                                                                          is the first integrated resort       named the “Best            35,000 delegates             A diverse mix of luxury
                                                                                                                         to achieve the most number           Integrated Resort”           including Asia’s              brands and themed
                                                                                                                          of Michelin stars under one          since 2011, at the          largest column-             retail options including
                                                                                                                        dining destination and remains        TTG travel Awards              free ballroom                the newly opened
                                                                                                                          as the single destination in      which recognises the               which can               Hello Kitty Studio store
                                                                                                                         Singapore with most number         best of Asia-Pacific’s          accommodate                 at Universal Studios
                                                                                                                              of Michelin stars (six).          Travel Industry.            6,500 guests.                     Singapore.
SUSTAINABILITY REPORT 2017 - Genting Singapore
8                 GE N TI N G SI N GAP ORE   performance over view                                                                                                                                         sustainability21 strategy      G E NTI NG S IN G A P O R E             9

PERFORMANCE OVERVIEW                                                                                                                        SUSTAINABILITY21 STRATEGY
                                          REVENUE                     OPERATING COSTS                 EMPLOYEE WAGES AND BENEFITS           In order to achieve our brand leadership as a world-class sustainable
                                                                                                                                            integrated resort, we analysed our operations across the value chain
                                S$2,392,559                      S$1,563,600                         S$489,654
                                                                                                                                            and identified key Environmental, Social and Governance (ESG) risks and
                                 PAYMENTS TO PROVIDERS                  PAYMENTS TO                     FINANCIAL ASSISTANCE FROM           opportunities. We have studied four of these key ESG risks and their potential
                                      OF CAPITAL                        GOVERNMENT                           THE GOVERNMENT                 impacts to gain a comprehensive overview of mitigation approaches and how
    *in S$ thousands
                                S$503,585                        S$362,718                           S$13,051
                                                                                                                                            we could turn them into opportunities (Table 1).
                                                                                                                                            Table 1: Sustainability risks and opportunities

                                                                                                                                                                     WHAT IS OUR KEY ESG RISK?                                     WHERE ARE THE ESG OPPORTUNITIES?
                        MORE THAN                                                           CLOCKED MORE THAN
                        48,000 PEOPLE                                                       5,600 MAN HOURS                                                    1
                                                                                                                                                                                      Health hazards can arise from
                                                                                                                                                                                      seasonal haze, mosquito-borne
                                                                                                                                                                                                                                   In staying ahead in the MARKETPLACE
                                                                                                                                                                                                                                   through achieving high standards of not just
                        impacted this year through                                          in volunteerism through RWS Cares
                                                                                                                                                                                      diseases, and flu pandemics, which           safety but business conduct.
                        our RWS Cares                                                                                                                PUBLIC HEALTH                                                                 (See how we tackle this under “Guest Safety and
                                                                                                                                                                                      may lead to a fall in visitor numbers.
                                                                                                                                                       HAZARDS                                                                     Health”, and “Workplace Safety and Health”.)

                                                                                                                                                                                                                                   In conserving and protecting our
                                                                                                                                                                                      Marine animals in our care might
                                                                                                                                                                                                                                   ENVIRONMENT by providing a healthy and
                                                                                                                                                                                      be exposed to disease outbreaks
          OVER                                                                                                                                                 2
                                                                                                                                                                                                                                   comfortable living condition for all marine

          S$6.2                                                                                                       25.0%
                                                                                                                                                                                      and this has regulatory and social
                                                                                                                                               HEALTH AND SAFETY OF                                                                animals under our care.
                                                                                                                                                                                      implications to our business.
                                                                                                                                                 MARINE ANIMALS                                                                    (See how we tackle this under “Biodiversity”.

          worth of community                               4 MILLION
                                                                                                                      in the use of
                                                                                                                                                                                                                                   In creating safe and enjoyable environment
                                                                                                                      recycled materials                                              Accidents that might occur from the
                                                           KWH OF ENERGY SAVED                                                                                 3                                                                   for PEOPLE to work and play in.

          investment in cash and
                                                                                                                                                                                      use of our facilities.                       (See how we tackle this under “Emergency
          in-kind donations1                                                                                                                   SAFETY OF GUESTS AND                                                                Preparedness” and “Workplace Safety and Health”.)
                                                                                                                                                  TEAM MEMBERS
                                                     equivalent to the average monthly                                in wastes generated                                                                                          In preventing problem gambling
                                                      electricity consumption of about

                                                                                                                                                                                      Societal harm might arise from               through exercising suitable controls
                                                              7,142 households2                                                                                                       problem gambling at our casino               and programmes within our premises
                                                                                                                                                               4                      premises and such incidents might            to contribute to our responsibility
              REDUCTION                                                                                                                          PROBLEM GAMBLING                     lead to sanctions from authorities           to the COMMUNITY.

              relating to total lost                                                                                                                                                  and reputational damages.                    (See how we tackle this under “Compliance” and
              day incidents
                                                                           HOURS                                                                                                                                                   “Responsible Gaming”.)

                                                                  of employee training
                                                                  on average
                                                                                                        OVER      85.5%                     In response to the key ESG risks identified, we developed our Sustainability21 Strategy in 2016, which is made up of
                                                                                                                                            four main pillars (Table 2). Our five-year Sustainability21 Strategy framework is also in line with national and international
              in man days lost                                                                  customer satisfaction results across RWS    commitments and serves as our roadmap to how we operate and run our business. While we continue to maintain our
                                                                                                                                            performance in areas we have excelled in, our strategy also aims to set targets and action plans for improvement to bring
                                                                                                                                            us closer to achieving sustainable growth by 2020.
 The CSR contributions for 2017 included cash and in-kind donations from RWS and cash donations raised from RWS sponsored events such as
ChildAid and Community Chest Charity in the Park.
 Source: Energy Market Authority of Singapore
SUSTAINABILITY REPORT 2017 - Genting Singapore
10                  GE N TI N G SI N GAP ORE        sustainability21 strategy                                                                                                                                materiality assessment       G E NTI NG S IN G A P O R E                                                     11

                                                                                                                                     MATERIALITY ASSESSMENT
Table 2: Sustainability21 Strategy                                                                                                                                                                                                           Figure 1: ESG materiality matrix

      MARKETPLACE                                                                 PEOPLE
                                  Achieve a high standard of                                          Create a safe, dynamic and                                                                                                                                                                      G     GHS      RP
                               business conduct while meeting                                       inclusive workplace to nurture

                                                                                                                                                                                                                                        Importance to External Stakeholders
                                 safety, quality and customer                                        high potential human capital.                                                                                                                                                                  FEP         TD   WHS
                                                                                                                                     We have re-assessed and reviewed our material topics every year for continued
                                    satisfaction standards.
                                                                                                                                     relevance using as a basis the formal materiality workshop conducted in 2013                                                                                     E         CI    A

                                     G          GHS         RP                                        FEP        TD        WHS       involving senior management. This year, we have re-clustered our material
                                                                                                                                     Environmental, Social, and Governance (ESG) topics for clarity, as outlined in
                    Target: Achieve guest satisfaction                                      Target: To provide at least 22 hours     Figure 1 and Table 3. The material ESG topics have been approved by our Board.
                    rating of 90% for attractions and 85%                                   of training per year per team member                                                                                                                                              Importance to Genting Singapore
                    for F&B operations while ensuring                                       to deepen their skillset and enhance     Table 3: List of material ESG topics and its corresponding GRI aspects
                    zero non-compliance to regulations.                                     customer service delivery
                                                                                                                                        FOUR PILLARS OF OUR
                                                                                                                                                                                            MATERIAL TOPICS                            MAPPED GRI G4 ASPECTS
                                                                                                                                      SUSTAINABILITY21 STRATEGY

                                                                                                                                                                                                                          •   Anti-Corruption
      ENVIRONMENT                                                                COMMUNITY                                                                                                                                •   Anti-Competitive Behaviour
                              Commit to building a sustainable                                        Contribute to community
                                                                                                                                                                                                                          •   Grievance Mechanisms for Impacts on Society
                                business environment and                                            development and encourage
                                                                                                                                                                                                                          •   Environmental Grievance Mechanisms
                                  practise conservation.                                            increased staff volunteerism.                                                                                         •   Labour Practice Grievance Mechanisms
                                                                                                                                                                                        G       Governance
                                                                                                                                                                                                                          •   Human Rights Grievance Mechanisms
                                                                                                                                                                                                                          •   Compliance
                                                 E                                                          CI         A
                                                                                                                                                                                                                          •   Product and Service Labelling
                                                                                                                                                                                                                          •   Marketing and Communications
                                                                                                                                                                                                                          •   Customer Privacy
                                                                                           Target: Ensure our Responsible Gaming
                    Target: Cumulative energy savings                                                                                                                                           Guest Health              • Customer Health and Safety
                                                                                           (RG) programme maintains its world-                                                        GHS
                    of 63% and freshwater savings of                                                                                                                                            and Safety                • Product and Service Labelling
                                                                                           class standards by benchmarking it
                    15% by 2020, increase recycling
                                                                                           against industry best practices and                                                                  Responsible
                    efforts and roll out more biodiversity                                                                                                                             RP                                 • Procurement Practices
                                                                                           ensuring we impact at least 45,000                                                                   Procurement
                    conservation programmes.
                                                                                           people through RWS Cares.
                                                                                                                                                                                                                          •   Employment
                                                                                                                                                                                                Fair Employment           •   Non-Discrimination
                                                                                                                                                                                                Practices                 •   Forced or Compulsory Labour
Genting Singapore has a sustainability team working to ensure our business is aligned with our Sustainability21                                                                                                           •   Human Rights Grievance Mechanisms
Strategy. Our Sustainability Working Committee, made up of a team of selected representatives, is responsible for
implementing and driving the Sustainability21 Strategy across all business units. The Sustainability Working Committee                                                                 TD       Talent Development        • Training and Education
reports every quarter to the Chairman of the overseeing Sustainability Steering Committee on the progress of the
Sustainability21 Strategy.
                                                                                                                                                                                                Workplace Health
                                                                                                                                                                                     WHS                                  • Occupational Health and Safety
                                                                                                                                                                                                & Safety

                                                                                                                                                                                                                          •   Energy
                                                                                                                                                                                                                          •   Emissions
                                                                                                                                                 ENVIRONMENT                            E       Environment               •   Water
                                                                                                                                                                                                                          •   Effluents and Waste
                                                                                                                                                                                                                          •   Biodiversity

                                                                                                                                                                                       CI                                 • Local Communities
                                                                                                                                                                                        A       Advocacy                  • Public Policy
SUSTAINABILITY REPORT 2017 - Genting Singapore
12                GE N TI N G SI N GAP ORE     stakeholder engagement                                                                                                                          stakeholder engagement       G E NTI NG S IN G A P O R E     13

 WHY WE ENGAGE OUR                          WHAT WE HEARD FROM THEM:                                                            WHY WE ENGAGE OUR                            WHAT WE HEARD FROM THEM:
                                                                                             HOW WE ENGAGE THEM                                                                                                                  HOW WE ENGAGE THEM
 KEY STAKEHOLDERS                       THEIR MAIN CONCERNS AND INTERESTS                                                       KEY STAKEHOLDERS                         THEIR MAIN CONCERNS AND INTERESTS

 GUESTS                             • Privilege, recognition, quality, and value-for-   • Guest satisfaction surveys            LOCAL COMMUNITIES                    •   Family bonding opportunities                   •    RWS Cares Programme
 Create memorable experiences         money are our guest’s primary concern             • Personalised services                 Improve lives and bring              •   Daily necessities support                      •    Ongoing dialogue
 for our guests.                                                                                                                hope to the communities
                                                                                        • Loyalty programmes: RWS Invites       we operate in, through
                                                                                                                                                                     •   Living condition improvement                   •    Charity and donations
                                                                                          and Genting Rewards                   engagement, empowerment and          •   Financial assistance                           •    Responsible Gambling Programme
                                                                                                                                environmental conservation.          •   Employment opportunities                            (RGP)

 TEAM MEMBERS                       • More career development and                       • Annual performance appraisal                                               Needs of our environment:
 To develop high performing           training opportunities                            • Training programmes                                                        • Plastic waste reduction
 and engaged workforce.
                                    • Teambuilding activities                           • Career development programmes                                              • Food waste reduction
                                    • Internal department transfer opportunities        • Bite-size learning initiatives                                             • Marine protection
                                                                                        • Network sessions
                                                                                        • Focus group discussions
                                                                                        • Internal communications               MEDIA                                •   Media transparency                             •    Press releases
                                                                                        • CEO and Business Unit townhalls       Increase awareness of our            •   Early engagement                               •    Media interviews
                                                                                                                                offerings to strengthen the
                                                                                        • Monthly magazines: aRWSome            positioning of our integrated
                                                                                                                                                                     •   Speed of dissemination of information          •    Media hospitality
                                                                                          and Backstage Pass                    resort by providing timely and       •   More interview opportunities                   •    Respond to media queries and
                                                                                        • Annual performance appraisal          accurate information about                                                                   requests in a timely manner
                                                                                                                                our products, services and
                                                                                                                                company performance.

 GOVERNMENT AND                     • Performance indicators in complying with          • Partnerships
 REGULATORS                           relevant laws and regulations                     • Regular meetings and dialogues
                                                                                                                                NON-GOVERNMENTAL                     • Public education and awareness                   • Regular meetings
 Comply with all regulations and    • Achieving common goals through synergies          • On-site visits
 laws that impact our businesses.                                                                                               ORGANISATIONS (NGOs)                 • Updates on latest trends and developments        • Ongoing dialogues
                                                                                                                                Foster collaborative partnerships                                                       • Forum and event participation
                                                                                                                                and hold ongoing dialogues to
                                                                                                                                improve lives.
                                                                                                                                                                                                                          as speakers
 INVESTORS                          •   Growth prospects of the business                • Dedicated Investor Relations team
 Provide timely and regular         •   Operational efficiency                            available to address concerns
 updates on financial
 performance, business
                                    •   Sustainable shareholder value                   • More than 300 investor briefings      SUPPLIERS                            • Tender shortlisting process and award criteria   • Tender evaluation
 strategy and other shareholder     •   Return on investment                              yearly through individual and group   Selection of suppliers based on a                                                         procedure and panel
 issues for investors to make                                                             meetings and investor conferences     fair and competitive value policy.
                                                                                                                                                                                                                        • Ongoing and collaborative dialogues
 informed decisions.
                                                                                        • Quarterly financial results
                                                                                        • Regular updates on                    TRADE UNION                          • Fair and progressive employment practices        • Membership in trade union
                                                                                          company website                       Foster collaborative                 • Team Members’ well-being                         • Industry forums and dialogues
                                                                                                                                partnerships through ongoing
                                                                                        • Annual General Meeting                dialogues to promote fair,
                                                                                                                                                                                                                        • RWS-Union engagement
                                                                                          for shareholders                      responsible and progressive                                                               sessions at Management
                                                                                                                                employment practices.                                                                     and Business Unit levels
                                                                                                                                                                                                                        • Bite-size learning initiatives
SUSTAINABILITY REPORT 2017 - Genting Singapore
14                GE N TI N G SI N GAP ORE       how we repor t                                                                                                                                         G E NTI NG S IN G A P O R E   15

                                                                                                                                                           STAYING AHEAD:
Since 2013, Genting Singapore has been putting out a sustainability report
annually. In this 5th sustainability report, we continue to address ESG topics of
significance to us, and present our progress so far in our sustainability journey.

Unless otherwise stated, this report covers the period from 1 January 2017
to 31 December 2017, and encompasses the operations stated in Figure 23.

Figure 2: Reporting scope

                                                     REPORTING STANDARDS                                                                          We relentlessly pursue our goal of sustainable growth by offering the world class
         RESORTS WORLD SENTOSA                                                                                                                     guest experience through our “Kampong spirit”. Simultaneously, we adhere
                                                     This report has been prepared in accordance with the Singapore Exchange’s
         Fully integrated resort
                                                     (SGX) “Comply or Explain” requirements for sustainability reporting. We have                             scrupulously to all regulatory compliance requirements.
         destination located on
                                                     chosen to adopt the Global Reporting Initiative (GRI) G4 sustainability reporting
         the island of Sentosa
                                                     framework – “Comprehensive” option, due to its internationally-recognised,
                                                     robust guidance and universal application, allowing for comparability of our
                                                     performance across sectors and geographies. We plan to transition to the new
         GENTING HOTEL JURONG (GHJ)                  GRI Standards in the next year. The relevant references may be found in our
         “Hotel in a garden”, a first in             GRI Content Index (page 72).
         the Jurong Lake district

                                                                                                                                                      GOVERNANCE                                        GUEST SATISFACTION
         Headquarter office of

                                                                                                                                                      GUEST SAFETY                                       SUSTAINABLE
         Genting Singapore

                                                                                                                                                      AND HEALTH                                         PROCUREMENT

    Marine Aquaculture and Research Centre (MARC) has relocated to RWS in 2017. Going forward, its performance will be included as part of RWS.
SUSTAINABILITY REPORT 2017 - Genting Singapore
16                GE N TI N G SI N GAP ORE     governance                                                                                                                                                            governance          G E NTI NG S IN G A P O R E            17

GOVERNANCE                                      We stay convinced that good and effective governance is fundamental to
                                                business success. To achieve this, we have in place a rigorous corporate
                                                governance framework (Figure 3), overseen by our committed Board of
                                                                                                                                   1. CORE PRINCIPLES AND CODE OF CONDUCT (THE CODE)
                                                                                                                                   The Code (Figure 4) aims to provide guidance on the core principles (Figure 5) of Genting Singapore.
                                                                                                                                   All team members5 within our organisation shall adhere to the Code and our anti-corruption policies,
                                                Directors. We also ensure our compliance to all relevant local and international   which seek to promote the highest standards of personal and professional integrity, honesty and
                                                laws and regulations, including the principles and guidelines set out in the       values in team members’ daily activities. They are also required to formally acknowledge annually
                                                Singapore Code of Corporate Governance 2012. More details can be found in the      their adherence to these codes and policies.

                                                Genting Singapore Annual Report 2017.
                                                                                                                                   Figure 4: The Code                                                         Figure 5: Core principles

                                                                                                                                                               Compliance                                                                 CORE PRINCIPLES
                                                                                                                                                              with laws and
                                                                                                                                                               regulations                                                           Integrity in all that we do
                                                                                                                                               Best                                 Workplace
                                                                                                                                           interests of                             safety and                             Compliance with the laws and regulations
                                                                                                                                            the Group                              environment                              and the Company’s codes and policies
                                                                                                                                                                 CODE OF
                                                                                                                                                                                                                                Commitment to doing out best for
                                                                                                                                                                 CONDUCT                                                          our guests and the Company
                                                                                                                                           Exemplary                               Professional
                                                                                                                                            conduct                                                                              Diversity and contributions of all
                                                                                                                                                                                                                                 team members are to be valued
                                                                                                                                                               the Group to                                             Together we grow, strive and create memorable
                                                                                                                                                             external parties                                               moments for our guests and our team

Figure 3: Corporate governance framework                                                                                           To ensure that all team members understand the Code, we have a robust communication and training system in
                                                                                                                                   place (Figure 6).

                                                                                                                                   Figure 6: Communication and training system on the code

                                                               Approach                                     Entertainment
       Core principles and
                                                             towards anti-                                  and gifts and
        code of conduct
                                                              competitive                                   whistleblower
           (the code)
                                                               behaviour                                       policies
                                                                                     Prevention of                                  All new hires are required            All new hires are assessed               All team members are                      The bilingual code is
                                    Enterprise Risk                               money laundering                                     to attend compulsory                 on their understanding               required to acknowledge                   easily accessible by team
                                     Management                                      and terrorism                                 training on the Code which                  of the Code where                      an annual online                     members on our intranet.
                                        (ERM)                                     financing (PMLTF)                                  includes anti-corruption               passing is compulsory.              declaration that they agree
                                                                                      framework                                     policies and procedures.                                                     to comply with the Code.

                                              C ORP OR ATE GOVERNANC E FR AME WORK                                                 5
                                                                                                                                    The team members include Casino Special Employees, who holds Casino Special Employee License (CSEL) as certified by Casino Regulatory Authority
                                                                                                                                   (CRA) to support casino operations and management level team members.
SUSTAINABILITY REPORT 2017 - Genting Singapore
18                 GE N TI N G SI N GAP ORE   governance                                                                                                                                                                  governance   G E NTI NG S IN G A P O R E         19

2. ENTERPRISE RISK MANAGEMENT (ERM)                                                                                                    5. ENTERTAINMENT                                    COMPLIANCE
                                                                                                                                                                                           We believe that adhering to our Company’s codes, policies and procedures
We are committed to managing our operational risks to safeguard our assets and create a long-
term value for stakeholders through a robust ERM framework. Our ERM framework is based on
                                                                                                                                       AND GIFTS POLICY                                    and applicable laws and regulations is a critical behaviour as they underpin
                                                                                                                                                                                           our stakeholders’ trust and our license to operate. We have zero tolerance of
the Singapore Exchange Securities Trading Limited Listing Rule 1207(10) and Singapore Code of
Corporate Governance 2012 Principle 11. Its objective is out in Figure 7.                                                              AND WHISTLE-                                        non-compliance and encourage our stakeholders to report any incidences of
                                                                                                                                                                                           non-compliance through our whistleblower and internal reporting channels.

Figure 7: ERM objectives                                                                                                               BLOWING POLICIES                                    All incidences of non-compliance brought to attention are compulsorily
                                                                                                                                                                                           investigated and addressed by our compliance and/or legal team.
Manage risks in a planned and coordinated manner through:                                                                              To manage our fraud risks, we have a
                                                                                                    Providing assurance to the         robust internal control system, which               In 2017, there were two cases of fines by the Casino Regulatory Authority (CRA)
                                                                                                  Board and stakeholders on the        includes Whistle-Blowing Policy and                 relating to the casino business for two cases involving four minors who were
         Assured risk reporting                       Providing good governance                    adequacy and effectiveness          Entertainment and Gifts Policy. In                  permitted to enter or remain on casino premises of RWS without reasonable
        using an established risk                    on management oversight to                    of the risk management and          order to promote responsible and                    excuse. This was a drop from the previous year, which saw three incidences
       management methodology.                             the risk function.                        internal control system.          secure whistleblowing, we have                      of fines including one similar case relating to minors being permitted to enter
                                                                                                                                       whistle-blower hotline and email                    the casino area. We will strive to continue to improve on our compliance
                                                                                                                                       channels6 which are accessible                      performance and work towards achieving zero non-compliance cases next year.
The ERM framework is reviewed and endorsed by the                      and Risk Committee and Board of Directors every quarter         throughout the year by all team
Risk Management Committee (RMC) to ensure that                         on all risk management matters, playing a pivotal role          members and external parties.                       We are proud to report that we have maintained our track record of zero
the business objectives and strategies are aligned with                in providing management action and direction on risk                                                                confirmed incidences related to corruption since 2016 and we will strive to
the risk profile of Genting Singapore. Our RMC, which                  matters. Please refer to our Annual Report 2017 for more        In 2017, we have received 27                        maintain this unblemished record (Table 4).
comprises of Senior Management, reports to the Audit                   information on RMC roles.                                       reports through our whistleblowing
                                                                                                                                       channel most of which were
                                                                                                                                       relating to employee grievances                     Table 4: List of fines

3. APPROACH                                    4. PREVENTION OF MONEY LAUNDERING                                                       and customer feedback. No serious
                                                                                                                                       irregularities such as fraud or                         DESCRIPTION OF NON-                 AMOUNT          CORRECTIVE ACTIONS

TOWARDS ANTI-                                  AND TERRORISM FINANCING (PMLTF)                                                         breaches of corporate governance
                                                                                                                                       were reported. All reports have
                                                                                                                                                                                               COMPLIANCE INCIDENT                  FINED

COMPETITIVE                                    FRAMEWORK                                                                               been investigated and resolved.                       Disciplinary Action letter
                                                                                                                                                                                             received on 23 February
                                                                                                                                                                                                                                  S$20,000        All security officers and
                                                                                                                                                                                                                                                  casino entry ambassadors

BEHAVIOUR                                      In line with the Board’s commitment to prevent money laundering and
                                               terrorism financing and to be in compliance with the Casino Control Act PMLTF
                                                                                                                                                                                             2017 for permitting two
                                                                                                                                                                                             minors to remain on
                                                                                                                                                                                                                                                  deployed to the casino
                                                                                                                                                                                                                                                  premise have been briefed
We are strictly against and do not take        Regulation 2010, we have established a PMLTF Committee, comprising of                                                                         the Casino premises                                  on the circumstances
part in any anti-competitive behaviour.        Senior Management, to oversee the PMLTF framework (Figure 9). The PMLTF                                                                                                                            leading to the breaches
This includes activities that prevent,         framework is reviewed and updated on an annual basis by the Board.                                                                            Disciplinary Action                  S$25,000        and have been reminded
restrict, or distort competition within                                                                                                                                                      letter received on 3 July                            to perform “buddy checks”
Singapore. Our commitment for                  In addition, internal policies and standard operating procedures have                                                                         2017 for permitting two                              when they encounter
zero tolerance for such behaviour              been established to provide guidance to the team members on the PMLTF                                                                         minors to remain on                                  cases of year of birth that
is clearly demonstrated in our                 framework which are also communicated during the orientation and annual                                                                       the Casino premises                                  are 1996 and later.
performance in Figure 8.                       refresher trainings through appointed PMLTF officers.

Figure 8: Performance on                       Figure 9: PMLTF framework
anti-competitive behaviour

        Legal actions or outcomes                Reduction in the           Compliance         Identification    Adoption of a risk-
NO      regarding anti-competitive,                risk of having          with legal and     and adoption of    based approach for
        anti-trust or monopoly practices           products and              regulatory     risk-based, PMLTF-    pre-employment
                                                 services used for         requirements       related industry       screening
       Dealings or co-operation with              MLTF activities                                 practices
       other companies involving
NO     anti-competitive, anti-trust or
                                                                                                                                           Our whistleblower channels are as follows:
                                                                                                                                           • Hotline: +65 9111 6970
       monopoly practices                                                                                                                  • Email:
                                                                                                                                           • Website:!/en/company/governance/whistleblower-policy
20   GE N TI N G SI N GAP ORE   guest safety and health                                                                                                                                       guest safety and health          G E NTI NG S IN G A P O R E                 21

                                                                                                                    Table 5: Guest safety and health management approach

                                                                                                                                     ATTRACTIONS                                              HOTELS                                        F&B OUTLETS

                                                                                                                                                                            COMPLIANCE TO SAFETY STANDARDS

                                                                                                                        • Singapore’s Building and                            • Regular inspections of chlorine                • HACCP-based food safety
                                                                                                                          Construction Authority’s (BCA)                        and pH levels at swimming                        management system which
                                                                                                                          Amusement Rides Safety Act.                           pools by our Quality Assurance                   details vendor selection,
                                                                                                                        • Singapore’s Public Entertainment                      team, in compliance with                         temperature control, stock
                                                                                                                          Licensing Unit requirements.                          National Environmental                           control, food preparation hygiene
                                                                                                                        • Voluntary subscription to the                         Agency (NEA) requirements.                       and sanitation at all F&B outlets.
                                                                                                                          ASTM International (ASTM)
                                                                                                                          Committee F24 Standards which
                                                                                                                          is followed by Universal Studios
                                                                                                                          theme parks worldwide.
                                                                                                                        • SS556 – Code of Practice for
                                                                                                                          the Design and Management
                                                                                                                          of Aquatic Facilities.
                                                                                                                        • Full compliance with the
                                                                                                                          Singapore Environmental Public
                                                                                                                          Health Act Regulation 10.
                                                                                                                        • Singapore Civil Defence Force
                                                                                                                          (SCDF)-certified Fire and Rescue
                                                                                                                          Management System.

                                                                                                                                                                                 TRAINING AND DEVELOPMENT

                                                                                                                        • Training under the Singapore                        • Every new hotel team member                    • Mandatory food safety training
                                                                                                                          Workforce Skills Qualifications                       is required to attend WSQ                        for all chefs and food handlers
                                                                                                                          (WSQ) credentialed Provide                            trainings, which covers food                     based on their experience and
                                                                                                                          Safety & Security for Guests                          safety, workplace safety and                     work activities.
                                                                                                                          program followed by annual                            security, during their induction               • Mandatory NEA-approved
                                                                                                                          recertification of attendants at                      and annual refresher program.                    F&B hygiene course prior to
                                                                                                                          Universal Studios Singapore.                        • First Aid certification and                      employment and WSQ courses

GUEST SAFETY                     We strive to give the best experience to our guests visiting our attractions,
                                 hotels and food and beverage (F&B) outlets by taking care of their safety,
                                                                                                                        • Sharing of best practices at the
                                                                                                                          Universal Parks & Resorts’ yearly
                                                                                                                          technical/operations safety summit.
                                                                                                                                                                                refresher First Aid trainings
                                                                                                                                                                                are mandatory for all hotel
                                                                                                                                                                                team members especially our
                                                                                                                                                                                                                                 throughout the year.

                                 health and satisfaction. This is achieved through our guest safety and health          • All lifeguards are certified by E&A8.                 Duty Managers, Concierge,
                                 management approach outlined in Table 5. Our approach is built on relevant                                                                     Front Office Supervisors, and
                                 laws and regulations and adherence to best industry standards backed by our                                                                    Assistant Housekeepers.
                                 periodic inspections and audits. Our safety representatives continue to identify
                                 safety hotspots across the resort, as we know that a safe environment is a
                                 fundamental precursor to an enjoyable experience as reflected in our ongoing
                                 efforts in improving the accessibility across RWS.

                                                                                                                     This section only covers attractions which includes Universal Studios Singapore (USS), S. E. A. Aquarium (S.E.A.A), Adventure Cove Waterpark (ACW),
                                                                                                                    Dolphin Island (DI), hotels and F&B outlets.
                                                                                                                     Jeff Ellis & Associates (E&A) is a leader in international aquatic safety and risk management consulting. Besides developing a comprehensive International
                                                                                                                    Lifeguard Training Program, E&A has also developed the flagship Comprehensive Aquatic Risk Management Program, which encompasses aquatic safety
                                                                                                                    audit and expert consultations. ACW received the E&A Platinum International Safety Award for achieving “Exceed Evaluation” for the twelfth quarters.
22              GE N TI N G SI N GAP ORE         guest safety and health                                                                                                                                        guest safety and health    G E NTI NG S IN G A P O R E          23

                 ATTRACTIONS                                             HOTELS                                       F&B OUTLETS                                                                            ON THE WHOLE

                                                        INTERNAL CHECKS AND MONITORING                                                                                                                         ACCESSIBILITY

     • Daily checks by our operations                    • Property Walk-About is                         • Daily inspection by internal                   • Provide free shuttle bus services to guests and team members for easy commute between RWS and Harbourfront
       team and technical services team                    conducted on a daily basis                       Quality Assurance (QA) team for                  MRT Station as well as between RWS and GHJ.
       for safety functionality of all rides at            by our hotel team to ensure                      all F&B outlets.                               • Periodically update the resort maps distributed in the form of leaflets in RWS.
       Universal Studios Singapore before                  safety and security aspects of                 • Monthly audits on food hygiene.                • Maintain 15 interactive kiosks including two additional ones installed this year for guests to navigate within RWS.
       opening hours.                                      our hotels which is followed                   • Formalised food incident                       • Identify areas requiring overhead directional signages throughout the RWS.
     • Check guests are safely seated                      by preventive maintenance                        investigation checklist for food               • Install ramps at strategic locations within RWS to provide wheelchair-friendly environment.
       with no loose articles, before                      work when required.                              contamination cases.
       each ride commences at                            • Hotel Manager on Duty                          • Standardised microbiological                                                                 EMERGENCY PREPAREDNESS
       Universal Studios Singapore.                        appointed as Manager of the                      and toxicological hazards for
     • Singapore Civil Defence Force                       Day will also walk through                       ready-to eat and cooked food,                  FLU PANDEMICS                             FIRE SAFETY                              HAZE
       (SCDF)-certified Fire and Rescue                    all hotel properties to check                    ice, and equipment.                            • Flu pandemics response plan             • Ensure compliance to                   For Guests:
       Management System.                                  on day-to-day operations,                      • In the event of any non-                         in line with Ministry of Health           Fire Safety Act.                       • Recommend hotel guests to close
     • Routine chemical and bacteriological                safety and security daily.                       compliance cases, Standard                       (MOH)’s national response plan          • Carry out periodic                       all windows and balcony doors.
       testing by our Water Quality                      • Housekeeping team                                Operating Procedures set is                      in place which covers laundry             maintenance and testing                • Limit operating hours of
       Laboratory Team in all our pools.                   conducts checks and report                       followed to immediately highlight,               disinfection and bio-hazard               of automated fire detection              outdoor facilities.
                                                           faults identified during                         investigate and implement                        waste disposal procedures.                and protection system.                 • Temporarily replace Universal
                                                           their housekeeping duties                        corrective measures.                           • Control measures adopted for            • Conduct fire evacuation                  Studios Singapore outdoor
                                                           in the hotel rooms.                                                                               four Disease Outbreak Response            drills at locations with                 shows “Meets and Greets”
                                                                                                                                                             System Condition (DORSCON)                high human traffic flow.                 with indoor sessions.
                 SAFETY LABELLING                        USE OF SAFE PRODUCTS AND SERVICES                           NUTRITIONAL FOOD                        alert levels as defined by MOH’s
                                                                                                                                                             DORSCON framework.                      TERRORISM                                For Team Members:
     • All safety information and rider                  • Laminated floors instead                       • At RWS, we take a broad view                   • Temperature screenings to be            • Comprehensive access controls          • Dispense more liquids at Team
       requirements are stated in the                      of carpeting in guest                            of the term food control which                   executed in the event of a flu            at various locations to weed             Members’ canteen.
       Studio Guide on Universal Studios                   rooms which is less prone                        includes maintaining nutrient                    outbreak at strategic locations.          out undesirable elements.              • Ensure team member rotation at
       Singapore’s website and are                         to dust and durable.                             levels in food ingredients and                 • Ensure ready stock of Personal          • RWS’ Security Command                    outdoor attractions and services.
       displayed at each attraction. For                 • Use of Green Seal9 standards                     formulating food with nutritional                Protective Equipment for frontline        Centre has oversight of all            • Limit the number of outdoor
       example, height requirements for                    cleaning chemicals which                         profiles that contribute to diner                Team Members on duty.                     security-related activities,             performers in Universal
       all attractions at Universal Studios                are non-toxic, non-irritating                    interest in healthful diets.                                                               including extensive CCTV                 Studios Singapore.
       Singapore is clearly visible to guests              to skins and eyes, and                                                                                                                      for constant monitoring.               • Have available stock of N95
       through signboards at the entrances.                readily biodegradable.                                                                          RESPONSE PLAN TO MASS                     • Deployment of walk-                      masks for team members.
     • Detailed physical requirements                                                                                                                      FOOD POISONING                              through metal detectors
       put up for guests taking in                                                                                                                         • Establish the source of food              when threat levels increase            For Air Quality Management:
       experiential attractions such                                                                                                                         contamination and isolate it.             and conducting bag check               • Install indoor air purifiers and
       as Sea Trek® Adventure, Shark                                                                                                                       • Clean, disinfect and deodorise            training for all appointed team          ionisers, and where necessary,
       Dive and Open Ocean Dive.                                                                                                                             all areas where affected                  members during heighten                  extra air filters.
     • Safety instruction signages such as                                                                                                                   persons displayed food                    security situations.                   • Reduce the use of sliding doors.
       “Proper Riding Position” are placed.                                                                                                                  poisoning symptoms.                     • Physical controls, such as             • Abstain from opening external
     • Traffic lights on ACW slides                                                                                                                        • Provide necessary medical                 anti-crash bollards and safe             doors at lobbies and Resorts
       to signal when it is safe to                                                                                                                          attention to affected persons.            buffer distances from the                World Convention Centre.
       enter or exit the ride.                                                                                                                             • Trace suspected                           drop-off points to the entrances
     • Yellow lines are painted on curbs                                                                                                                     contaminated food.                        of RWS’ key attractions.
       to prevent accidental tripping.                                                                                                                     • Conduct an internal investigation       • Constant monitoring for
                                                                                                                                                             into the matter and support NEA           terrorist incident, especially
                                                                                                                                                             or MOH in their investigations.           those in the region.
                                                                                                                                                                                                     • Bag checks at the entrances
                                                                                                                                                                                                       of RWS’ attractions.
 Green Seal is a non-profit environmental standard development and certification organisation. The certification is based on Green Seal standards, which
contain performance, health, and sustainability criteria.
24                 GE N TI N G SI N GAP ORE       guest safety and health                                                                                                                             guest safety and health   G E NTI NG S IN G A P O R E          25

Our guest safety and health improvement performance is continuously tracked against the targets as set out in Table 6.              In 2017, we carried out following safety initiatives and assessed their impacts since their implementation (Table 7).

Table 6: Guest safety and health improvement performance and its targets                                                            Table 7: Guest safety and health improvement initiatives

   (i) 2017 TARGET              STATUS               (ii) WHAT WE HAVE ACHIEVED                   (iii) GOING FORWARD                         AREA                                 SAFETY INITIATIVE                                 SAFETY IMPACT

                                                                   ATTRACTIONS                                                                                     • CCTV enhancement work across RWS                   • Enhanced monitoring ability at
                                                                                                                                                                                                                          attractions to improve safety
  Full compliance                                  In July 2017 we were fined a nominal    We have since rectified and set                                                                                                and incident investigation
  to safety laws                                   amount of S$300 for a modification      action plans to avoid any violation                                     • Enhancement work for sunbrellas in RWS             • Enhanced stability of sunbrellas to prevent
  and regulations.                                 carried out at Casa Del Wild            of fire safety laws during Singapore                                                                                           them from dislodging due to high winds
                                                   restaurant which was treated by the     Civil Defence Force (SCDF)                                              • Leveling of drainage grating at LSS4               • Improved infrastructure of the
                                                   inspecting authority as illegal and     inspections by reviewing, proposing,                                      at S.E.A.A.                                          location which was done to
                                On track
                                                   violation of fire safety law.           and formalising legal storage areas                                                                                            prevent trip and fall incidents
                                                                                           across our resort.                                                      • Replacement of signage at S.E.A.A. and DI          • Improved readability and durability
                                                                                                                                                                                                                          of the safety warning labels
                                                                      HOTELS                                                                                       • Installation of speed strips at Back-of-           • Enhanced BOH traffic safety
                                                                                                                                                                     House (BOH) to reduce vehicle speed at
  Full compliance                                  All hotels industry related laws and    To continue to be in full compliance                                      Universal Studios Singapore                        • Enhanced security aimed at
  to safety laws                                   regulations such as Hotels Act were     with safety laws and regulations.                                       • Installation of barbed wires along BOH               preventing trespassing
  and regulations.                                 adhered to further ensure safety and                                                                              fencing to deter unauthorised entry at
                                                   health of hotel guests this year.                                                                                 Universal Studios Singapore

                                                                                                                                                                   • Addition of drainages at turnstile to              • Improved infrastructure to prevent slips
                                                                   F&B OUTLETS                                                                                       prevent ponding at Universal Studios                 and falls
                                                                                                                                                                     Singapore                                          • Improved security of guests which also
  Full compliance                                  Team members are trained to meet        To provide refresher courses for                                        • Enhanced CCTV coverage at pool areas at              aids incident investigation
  to safety laws                                   high health and safety and service      team members to attend when                                               Hard Rock Hotel                                    • Improved safety of guests at hotel
  and regulations.                                 standards. Their performances           necessary as well as counselling                 HOTELS                 • Installation of deck over pool areas at              swimming pools
                                                   are monitored and evaluated by          sessions if anyone is found to be                                         Hard Rock Hotel                                    • Enhanced safety reminders especially to
                                                   restaurant managers to ensure           non-compliant to our standard                                           • Installation of safety warning signage               parents or guardians of children
                                                   compliance to our safety and health,    safety and service practices.                                             across hotels at the resort                        • Improved safety of guests to prevent cuts
                                                   and service practices.                                                                                          • Replacement of swimming pool tiles at
                                                                                                                                                                     Hard Rock Hotel and Festive Hotel
  Maintaining ‘A’                                  Attainment of NEA ‘A’ grade across      To continue maintaining NEA ‘A’
  grading at all                                   F&B outlets in RWS and GHJ.             grade and above.                                                        Strengthened safety trainings through:
  F&B outlets.                                                                                                                                                     • F&B Work Safety Induction Training                 • Increased safety awareness
                                Achieved                                                                                                                           • F&B Tool Box Training                              • Enhanced safety knowledge and skills
                                                                                                                                                                   • F&B Daily WSH Briefing                             • Improved communication
                                                                ON THE WHOLE                                                             F&B OUTLET                                                                       among team members
                                                                                                                                                                   • F&B WSH Meetings                                   • Periodic update communicated
                                                                  ACCESSIBILITY                                                                                                                                           on WSH matters
                                                                                                                                                                   • F&B Risk Assessment Record update                  • Enhanced control measures
  Set up                                           We have a total of 15 interactive       Commence a feasibility study of                                         • Improved housekeeping                              • Reduced workplace injuries
  two additional                                   kiosks set up at strategic locations    the Way Finding mobile application,
  interactive kiosks                               across the resort which includes the    which will enable our guests to
  near the main                                    additional two located at public area   navigate within the resort using their
  entrance of                                      before Universal Studios Singapore      personal mobile devices.
  Universal Studios             Achieved           entrance and Equarius Hotel lobby.
  Singapore and
  Crockfords Tower.
26                  GE N TI N G SI N GAP ORE         guest satisfaction                                                                                                                                                                     guest satisfaction      G E NTI NG S IN G A P O R E                27

GUEST                                                  We believe the quality of our operations drives levels of guest satisfaction.
                                                       Satisfied guests serve as a barometer of our success in providing a world-class
                                                                                                                                                               Based on the results of our in-house surveys and CSISG scores, our attractions have seen improvements in guest
                                                                                                                                                               satisfaction levels with the exception of Universal Studios Singapore. Universal Studios Singapore experienced a slight
                                                                                                                                                               dip of less than 1% in guest satisfaction levels while ACW’s guest satisfaction levels improved substantially by about 6%

SATISFACTION                                           service experience. Besides tracking our guest satisfaction scores against the
                                                       Customer Satisfaction Index of Singapore (CSISG)10, industry average, we conduct
                                                       in-house surveys to gather feedback about guest experiences based on our
                                                                                                                                                               as compared to last year. We aim to continue to improve our service quality based on the feedback and scores gathered
                                                                                                                                                               to address guests’ needs and concerns and benchmark against our targets as summarised in Table 9 through various
                                                                                                                                                               initiatives (Table 10).

                                                       survey methodology (Table 8).
                                                                                                                                                               Table 9: Guest satisfaction performance and targets

                                                       In this year, we commenced conducting internal audits on attractions through                               2017 TARGET                 STATUS                       WHAT WE HAVE ACHIEVED                               GOING FORWARD
                                                       thorough inspection of the attractions’ service and efficiency. This has provided
                                                       a more in-depth reflection of guest experience and our service quality, helping us                                                                                            ATTRACTIONS

                                                       to understand how we can better serve our guests.                                                         Achieve                                             While GSS rating of Universal Studios           We aim to target for GSS rating of
                                                                                                                                                                 GSS rating                                          Singapore and S.E.A.A. remained                 90% at all attractions.
                                                                                                                                                                 of 90% at all                                       relatively consistent at 88% and 90%,
                                                                                                                                                                 attractions                                         ACW improved from 80% to 87% YoY
                                                                                                                                                                                              On track               (Figures 10 to 12) through various
                                                                                                                                                                                                                     initiatives (Table 10).


                                                                                                                                                                 Achieve GSS                                         Achieved GSS rating of 95% (Figure 13).         To maintain an accurate and
                                                                                                                                                                 rating of 93%                                                                                       true GSS rating of 93% at the
                                                                                                                                                                                                                                                                     minimum, we will implement
                                                                                                                                                                                                                                                                     digital version of survey which
                                                                                                                                                                                                                                                                     will be placed in identified
                                                                                                                                                                                             Achieved                                                                strategic locations and aim
                                                                                                                                                                                                                                                                     to reach out to 1,000 guests
                                                                                                                                                                                                                                                                     per month simultaneously.

Table 8: Guest satisfaction survey methodology                                                                                                                                                                                       F&B OUTLETS

                                          HOW WE EVALUATE GUEST SATISFACTION LEVELS                                                                              Achieve GSS                                         Achieved GSS rating of 86% (Figure 14).         To place additional monitoring
                                                                                                                                                                 rating of 85%                                                                                       process via service factsheet
     DESCRIPTION OF SURVEY                     ATTRACTIONS                                    HOTELS                               F&B OUTLETS                                                                                                                       inspection and aim to achieve GSS
                                                                                                                                                                                             Achieved                                                                rating of 88%.
     Criteria                        Overall experience at                   Overall experience of in-house                 Overall dining
                                     respective attractions                  guests at RWS hotels and GJH                   experience
                                                                                                                                                               Table 10: Initiatives to improve guest satisfaction

     Mode                            • Guests to provide                     • Face-to-face survey                          Guests to provide
                                       feedback by self-                     • Guest room forms                             feedback by self-                                                                                  WHAT WE HAVE DONE
                                       administration via iPads              • Social media                                 administration
                                     • Face-to-face survey                                                                  via iPads                             Implementation of “Attraction                 Conducting regular               Establishing Attractions         Establishing our customer
                                                                                                                                                                   Signs Struck” initiative which             reviews of our “Service             Park Manager team to                service project team
     Frequency                       Daily                                   Monthly                                        Monthly                                 is a fun and unique way for              Up!” programme to better           provide a more consistent             comprising different
                                                                                                                                                                  the managers to communicate                 address guests’ needs.               service experience.             business units, including
     No. of respondents              300 guests per month                    300 guests per month                           180 guests                            and encourage desirable guest                                                                                   Attractions, Hotels and F&B
                                                                                                                                                                     service behaviours among                                                                                       to share best practices
                                                                                                                                                                           team members.                                                                                            among team members.
  CSISG is a landmark measure of customer satisfaction in the service industry of Singapore that is jointly developed by the Institute of Service Excellence
at SMU and the Singapore Workforce Development Agency.
28                    GE N TI N G SI N GAP ORE           guest satisfaction                                                                                                                                                                       guest satisfaction         G E NTI NG S IN G A P O R E                      29

Figure 10: Guest satisfaction performance results at Universal Studios           Figure 11: Guest satisfaction performance results at S.E.A.A.                  Figure 12: Guest satisfaction performance results at ACW                           Figure 13: Guest satisfaction performance results across RWS hotels
     Guest satisfaction levels at Universal Studios                                                Guest satisfaction level at                                                  Guest satisfaction level at ACW in                                                Guest satisfaction level at RWS
         Singapore in comparison to CSISG11                                                     S.E.A.A. in comparison to CSISG                                                       comparison to CSISG                                                         hotels in comparison to CSISG12
 80                                                                               80                                                                             80                                                                                 80

 70                                                                               70                                                                             70                                                                                 70

 60                                                                               60                                                                             60                                                                                 60

 50                                                                               50                                                                             50                                                                                 50

 40                                                                               40                                                                             40                                                                                 40

 30                                                                               30                                                                             30                                                                                 30

 20                                                                               20                                                                             20                                                                                 20

 10                                                                               10                                                                             10                                                                                 10
                 72.8          73.1              73.3          71.9                              72.8          72.8             73.3          73.4                                72.8          71.1             73.3          71.8                                72.5          72.5             74.4          73.7
     0                                                                             0                                                                                 0                                                                              0
                        2016                            2017                                            2016                           2017                                              2016                           2017                                              2016                           2017
         Legend:                                                                         Legend:                                                                          Legend:                                                                         Legend:
              Industry Average                       Universal Studios                        Industry Average                      S.E.A.A.                                   Industry Average                      ACW                                        Industry Average                       Hotel

            Guest satisfaction levels of surveyed                                            Guest satisfaction levels of surveyed                                             Guest satisfaction level of surveyed                                            Guest satisfaction level of surveyed
           guests at Universal Studios Singapore                                                      guests at S.E.A.A.                                                                 guests at ACW                                                                guests at RWS hotels
100%                                                                             100%                                                                           100%                                                                               100%

80%                                                                               80%                                                                           80%                                                                                80%

60%                                                                               60%                                                                           60%                                                                                60%

40%                                                                               40%                                                                           40%                                                                                40%

20%                                                                               20%                                                                           20%                                                                                20%

                   90%          88%               90%           88%                                90%          89%               90%          90%                                  90%          80%               90%           87%                                 90%          92%               93%          95%
 0%                                                                               0%                                                                             0%                                                                                 0%
                         2016                            2017                                            2016                           2017                                              2016                            2017                                             2016                           2017
         Legend:                                                                         Legend:                                                                          Legend:                                                                          Legend:
              Target                                 Actual                                   Target                                Actual                                      Target                               Actual                                     Target                                 Actual

         “It was my first time, I was totally impressed with the                          “ The way the aquariums have been maintained and the wide                        “ It is well organised. There are lots of variety such as                        “ Overall check-in was a little slow and we had to queue twice,
           experience and the guidance of the staff and service.                            array of species of fishes and coral flora and fauna that I got                  waterslides, pool and tubing for all age groups. I love the                      once for the check-in and another to collect the room keys.
           I promise to visit again in 2018”                                                to learn made my experience worthwhile.”                                         thrilling experiences ACW offers.”                                               However, housekeeping was prompt and fast.”
                                                          - A guest from India                                                           - A guest from India                                                           - A guest from Australia                                                       - A guest from Singapore
          “ Waiting time was too long and the rides are a little repetitive.”             “ Underwhelming experience, too crowded and little exhibitions.”                  “ There are not as many rides as we have expected. ACW did                      “ In my opinion, the hotel was very good and nice. Also, the
                                                     - A guest from Singapore                                                        - A guest from Singapore                 not have enough inflatable pool rings which made us walk a                      hotel employees were very accommodating but it was hard
                                                                                                                                                                              longer distance.”                                                               to understand what they were saying as they often spoke
                                                                                                                                                                                                                        - A guest from Australia              too fast for tourists like me to understand. Although I had to
                                                                                                                                                                                                                                                              communicate via body language to understand each other at
  CSISG is a landmark measure of customer satisfaction in the service industry of Singapore that is jointly developed by the Institute of Service Excellence
                                                                                                                                                                                                                                                              times, I am impressed that they can speak English.”
at SMU and the Singapore Workforce Development Agency.                                                                                                          12
                                                                                                                                                                     The CSISG for 2017 for RWS hotels include Hotel Michael.                                                                         - A guest from Philippines
30                   GE N TI N G SI N GAP ORE           guest satisfaction                                                                                                                                         sustainable procurement           G E NTI NG S IN G A P O R E                 31

                                                                                                                                          SUSTAINABLE PROCUREMENT 13
Figure 14: Guest satisfaction performance results at F&B outlets
                                                                               GUEST INFORMATION PRIVACY
             Guest satisfaction level at F&B in                                At Genting Singapore, we treat every guests’ personal
                                                                               data and information as strictly confidential. Given the
                   comparison to CSISG
                                                                               increasing threats to data security and ever evolving
                                                                               information technology used to protect our guests’         Genting Singapore partners with its supply chain to develop and provide
70                                                                             data, we ensure that our approach taken prevents           innovative products and services staying aligned with our sustainability
                                                                               cyber threats through effective controls in place. Our
                                                                               data protection officers ensure full compliance with the
                                                                                                                                          commitment. In 2015, we implemented our Responsible Sourcing Strategy
50                                                                             Personal Data Protection Act 2012 (PDPA) in executing      which focuses on three main areas shown in Figure 15.
                                                                               their duties below.
                                                                                                                                          Figure 15: Sustainability at Genting Singapore procurement

20                                                                                 Established the Personal Data                                                                                 RESPONSIBLE SOURCING STRATEGY
10                                                                                 Protection Statement, which sets out
               70.1          70.1              71.7          71.7                  how we protect personal data (http://
 0                                                                       !/en/privacy-
                      2016                            2017                         policy). This includes the use of various hardware
                                                                                   and software technologies to ensure secure data                             SUSTAINABLE
            Industry Average                       F&B                                                                                                                                                      SUSTAINABLE                                      SUPPLIER CODE
                                                                                   transmissions over our various websites.                                   PROCUREMENT
                                                                                                                                                                                                         BUSINESS PRACTICES                                   OF CONDUCT
                                                                                                                                                           Establish goals and
            Guest satisfaction level of surveyed                                                                                                         monitor performance in                           Adopt fair and ethical                           Communicate our
                                                                                                                                                        sustainable procurement,                           supplier selection                          expectations for sustainable
                       guests at F&B                                                                                                                    while complying with laws                      processes and foster sound                         business practices to
100%                                                                               Communicating out internal                                                and regulations                             business partnerships                                our suppliers
                                                                                   policies and practices to all our team
                                                                                   members, so that they are aware of their
                                                                                   responsibilities toward guest privacy.

                                                                                                                                          In 2017, the total number of suppliers engaged by us increased to about 3,500 and discussed in detail, later in this
                                                                                                                                          section. We steadfastly adhere to our Responsible Sourcing Strategy outlined below which guides us in managing our
40%                                                                                Providing an opt-in/opt-out choice to                  impacts on the environmental, social, and governance aspects and our goal of supporting local business.
                                                                                   guests, and respecting their decision
                                                                                   on receiving marketing updates from us
                                                                                   on their preferred platforms.
                                                                                                                                          KEY HIGHLIGHTS FOR 2017:

                 85%          85%                85%          86%
                       2016                            2017                                                                                                                                                                        > 27 TONNES
                                                                               In 2017, we had no reported cases of PDPA breach

                                                                               and we continue to improve on our process in place
            Target                                 Actual
                                                                               to ensure greater data privacy and confidentiality to                                                                                               in packaging waste
                                                                               our guests.                                                LOCAL SUPPLIERS by number
                                                                                                                                                                                            65%                            69%
        “ Team Members extend excellent service and go beyond to
          ensure my kids are happy and occupied.”
                                                                                                                                                                                                                       of F&B suppliers                                  sustainable seafood at

                                                   - A guest from Singapore                                                                                                                of linen used in
                                                                                                                                                                                            our hotels is            HACCP CERTIFIED                                       Ocean restaurant
        “ Service staff is not friendly, not willing to anticipate on
          additional requests.”                                                                                                                      sustainable sourcing of                                                               F&B products from known origin and sourced
                                                    - A guest from Singapore                                                                         fishfeed from 32% in 2015            FRIENDLY                                         from APAC Region

                                                                                                                                            Our responsible sourcing efforts are mainly focused on our products and services in the casino, attractions, hotels and F&B outlets as these are the key
                                                                                                                                          business categories where we have the most impact.
32                   GE N TI N G SI N GAP ORE        sustainable procurement                                                                                                                                                 sustainable procurement   G E NTI NG S IN G A P O R E            33

                                                                                                                                                          Table 11: Sustainable procurement performance and targets
                                                                                                                                                                     2017 TARGET                     STATUS                 WHAT WE HAVE ACHIEVED                        GOING FORWARD
Procurement at Genting Singapore spans across a wide array of products and services to support the attractions, hotels
and F&B outlets, and casino operations. We encourage local procurement opportunities and our concerted effort of                                                                                              1. CATERING AND FOOD MANAGEMENT
supporting local businesses has resulted in 85% of our suppliers now being from Singapore (Figure 16).
                                                                                                                                                            Drive food waste recycling                                Deployed two additional food                     • Enhance food
Figure 16: Geographical spread of suppliers in 2017                                                                                                         for key caterers                                          digester systems                                   wastage monitoring
                                                                                                                                                                                                                                                                         system and scope
                                                                                                                                                            Track food wastage at                                     Drove food wastage down to 0.93% of net          • Organise health talks
                                                                                                                                                            main cafeteria                                            food sales (approximately 665 kg/month)            and deploy healthy
                                                                                                                                                                                                                                                                         diet programs
                                                                                                                                                            Adopt Food                               On track         Implemented Employee Healthy Diet
                                                                                                                                                            Nutritional Pyramid                                       Program to encourage low cholesterol
                                                                                                                                                                                                                      and high fiber meals

                                                                                                                                                                                                                       2. CLEANING SERVICES

                                                                                                                                                            Performance-based                                         Deployed workforce management to                 • Quality Management
                                                                                                                                                            contract                                                  track KPIs                                         System upgrade
                                                                                                                                                                                                                                                                         to prompt work
                                                                                                                                      Local: 85%
                                                                                                                                                            Supplier Performance                                      Supplier compliance to BizSAFE 3 or                schedule, track
                                                                                                                                      Asia Pacific: 7%      Scorecard and                                             above safety standard                              completion
                                                                                                                                                            joint initiatives                                                                                          • Explore robotic
                                                                                                                                      United States: 5%                                              On track         Switched to double-jet washing machine             scrubbers across
                                                                                                                                      Other regions:3%                                                                for productivity improvement                       the resort’s
                                                                                                                                                                                                                                                                         common areas

                                                                                                                                                                                                                              3. F&B
Our commitment for sustainable procurement is demonstrated through the identification of operational categories
that would bring about the most business impact to Genting Singapore, the communities and the environment that we                                           60% of suppliers with                                     69% of suppliers are HACCP certified             • > 70% of HACCP
operate in. We have set up cross-category teams to champion sustainable procurement in top ten categories that are of                                       HACCP by 2020                                                                                                certified suppliers
material impact to us and focused on the following key sustainable value drivers:                                                                                                                                                                                      • > 80% of F&B
                                                                                                                                                            Support local procurement                                 > 73% products with known Country of               products with known
                                                                                                                                                            and sustainable seafood                                   Origin (COO) sourced from APAC region              COO source of APAC
                                                                                                                                                                                                                                                                         region (by value)
                                                                                                                                                                                                                      > 72% sustainable seafood at
Sustainable Procurement             Social Responsibility       Compliance/Governance/          Supplier Performance          Reduce. Reuse, Recycle                                                 On track         Ocean Restaurant
                                                                                                                                                            Reduce packaging waste                                    3 tonnes/year egg packaging
In 2017, RWS further aligned our sustainable procurement                        updated purchase order which now entails additional                                                                                   waste reduction
practices to our Sustainability21 Strategy by voluntarily                       terms and conditions that are aimed at optimising the
pledging support and signing the Singapore Packaging                            use of packaging materials especially from consumer                                                                         4. HOTEL AMENITIES, LINEN AND LAUNDRY
Agreement (SPA)14 to join forces with other organisations                       products. Together with our key suppliers, we continue
and NGOs to reduce packaging waste in Singapore which                           to work towards accomplishing 100% sustainable                              Adopt eco-friendly products                               65% of linen used in our hotels                  • Explore “Flush
constitutes about one-third by weight of Singapore’s total                      procurement through various actions as mapped out in                                                                                  is eco-friendly                                    Me Not” initiative
domestic waste disposed of. This is reflected in our newly                      Table 11.                                                                                                                                                                                to reduce water
                                                                                                                                                            Reduce packaging waste                                    Achieved > 20 tonnes of packaging waste            and chemical
                                                                                                                                                                                                                      reduction by eliminating and reducing              consumption
                                                                                                                                                                                                                      packaging materials or packaging material        • Reduce, Reuse and
                                                                                                                                                                                                     On track
                                                                                                                                                                                                                                                                         Recycle initiatives
                                                                                                                                                            Reduce, Reuse or Recycle                                  Participated in “Linen for Life” and
     Singapore Packaging Agreement (SPA) is a joint initiative by National Environment Agency (NEA), industry and NGOs to reduce packaging waste.                                                                     donated about 2,000 kg/year of used linen
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