NAME OF THE PROJECT: ECO CLEAN PROGRAM Providing the CSR experience

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1 COUNTRY: SINGAPORE HOTEL NAME: IBIS SINGAPORE ON BENCOOLEN GM S NAME: MR. PIERRE-ETIENNE DE MONTGRAND PARTICIPATE LIST: Hotel First name-last name Position Ibis Singapore on Bencoolen Pierre-Etienne de Montgrand Jade Stunden Steven Ding General Manager Executive Assistant Manager Housekeeping Manager While the management was involved, this project involved a wide variety of staffs (The HOD, Housekeeping, F&B, IT to the Reservation & Reception departments.)

2 Context & ambition of the project Context of the Eco Clean Program To provide an additional service to our guests of filtered sparkling and still water, whilst committing to our Planet 21 goals of: Reducing waste, reusing, saving energy and water, planting tree s, creating employment, educating communities, increasing healthcare, improving nutrition and recycling. The ibis Singapore on Bencoolen s sustainable journey experience. Click here to view Eco Clean Cycle video

3 Context of the Eco Clean Program After much success with the Eco Pen in 2013, an ibis Golden Tree award-winning project, which has fully replaced the usage of traditional plastic pens within the hotel, Ibis decided there was more they could do. The pen assumes the role as the end result of the Eco Clean as the whole process now allows for an increase in funding to run the ATFAC center and in turn increase jobs for families. Ibis Bencoolen realized that more engagement with their guests will in turn increase both pen sales/usage as well as be able to increase the uptake of the Plant for a Planet program. By offering the guest an incentive to participate, the free water, already we have seen an increase in guest engagement in the program The Eco Clean program is an initiative which combines several of the hotels sustainability goals with providing guests an additional service and involving them in our sustainable journey. The program begins with our guest making a choice to be involved by choosing the Eco Clean option in their room, meaning we will not change the linen or toweling in the room during the guests stay. In return for participation, the guest receives complimentary access to filtered still and sparkling water, available in reusable glass bottles that are returned to the hotel after use, saving on plastic consumption which is ever growing in Singapore. In Summary the program combines our existing towel initiative for Plant for the Planet, with a full linen saving which means less energy and water are used, additional savings go to plant trees in our existing Accor project and more donations are made to our partnership with A Tree for A Child (ATFAC) in Indonesia

4 Context of the Eco Clean Program

5 Eco Clean Program s objectives and ambitions: 1) To be the first few PET bottles-free hotels in the industry through guest s satisfaction: Through 2013, the waste statistics released by the National Environment Agency, only 11% of plastic waste are being recycled (91,100 out of 832,200 tonnes). The hotel realized that Singapore s plastic wastes are relatively high and not well recycled, in addition to this, there has always been a pressing issue in Singapore s hospitality industry where there is the ever-growing tourists wastage and preferences of plastic bottled water over filtered drinkable tap water that contributes to the environmental wastes. With the Eco Clean Program s provision of borosilicate glass bottles and refills of preferred water, it is conceived to be a realistic approach in dealing with plastic waste locally and internationally, tackling the common source of plastic waste at its core through the satisfaction of guests needs, aiming to be the first Accor PET bottles-free hotel.

6 Contributing more towards the existing CSR programs: Besides the environmental benefits that this program has to offer, we encourage our guests to contribute further where there is also a social component, where the option of Eco Clean housekeeping services ensures an increased amount of laundry budget savings, saving up on the bed linens and towels Of which a part of these additional savings adds on to the existing contribution practice from the Accor s CSR program Plant for the PLANET s where each of the regional Malaysia, Indonesia and Singapore hotels reused towels laundry budget savings are used to fund and benefit existing programs, inclusive of the Plant for the PLANET, A Tree for a Child and even indirectly the Eco Pen. Overall, this ensures the continuity and increment in funding towards the beneficial CSR programs, encouraging and allowing both guests and hotel to make an actual difference for both the environment and the underprivileged community, planting more trees, educating more children and providing more job opportunities.

7 Complementing the existing CSR programs and the hotel s sustainable journey:

8 The main stages of the project and its implementation Main Stages 1) Planning: - Coming up with marketing collaterals prototypes such as the I love free water Eco card sign, the information pamphlet and posters to be used in the operational processes. - Sourcing for an appropriate environmental-friendly leading water dispensing and bottle supplier that share PLANET 21 s commitment. February 2014: Purchase and Installation of the DR. WHO Waterworks Pte Ltd (industry leader) nano-artesian water technology dispenser at Le Bar, crates, trolley, cover and along with LovEarth borosilicate bottles. 2) Trial launch: - The project was launched in 2014, experimenting and taking into consideration the number of floors (13), efficiency and positive feedbacks, the trial floors slowly increases. 1 floor, May-June 3 floor, June-August (about a quarter) 6 floors, September-October (about half) 13 floors, November-December (full capacity) - The Policy and Procedures (P&P) regarding the program was drawn up for staff to follow through the program which are consolidated and established from liaising with the department heads and raising different concerns regarding the program s operational processes. - Housekeeping Manager Steven Ding and IT Manager Eric came up with a simple solution to run the program efficiently between the F&B and Housekeeping department which includes the usage of the existing opera program where all are able to work with one another in a synergize and simplified manner in the operational aspect.

9 2) Trial launch: - Arranging and preparing for the staff training for the understanding of the operational, idea and beneficial aspects in regards to PLANET 21, CSR programs, hotel s initiatives (bamboo bikes, Eco Pen etc) and most importantly the Eco Clean Program where staffs' roles are clearly defined and able to disseminate info that although the hotel do not provide bottled water (as tap water is drinkable), through this program we are able to do so for guests who wish to join the ongoing sustainable journey. -Ensuring the continuous supply of borosilicate bottles from supplier in time, so as to ensure a steady supply and replenish the quantity of sold and misplaced bottles, ensuring that the Eco Clean system run as planned. 3) Official launch: Ensuring all staffs are well-trained and the steady supply of borosilicate bottles for the long run, to launch the program officially in November 2014, to finalize the sustainable journey within the hotel.

10 Processes & Stakeholders 1) Guests Throughout guests stay, they are encouraged by staffs to participate in the new Eco Clean program where they are entitled to an Eco clean housekeeping services with 2 scheme options, borrowing or purchasing borosilicate bottle where both are entitled to free refill of water (Sparkling or Still) within the hotel: A) For borrowing, guests have to opt for the program and collect the bottles at Le bar. In this scheme, guests are entitled to free refill throughout their stay and upon departure they are to return the bottles by either leaving it in the room or at Le Bar. B) For purchase, guests have to opt for the program, make payment and collect the bottles at Le Bar. In this scheme, guests are entitled to free refill at every stay with us.

11 Staff (Reservation & Reception) Upon guests check in, duty is to inform and encourage guests to join the Eco Clean program, to provide the following information: A) The borrowing or purchasing scheme, the methodology to opt, collect and return of bottles as well as the benefits (type of water and beneficiaries programs) for such schemes accordingly. B) The type of cleaning done under Eco Cleaning service and the emphasis that Housekeeping will be carrying out the service in their rooms if they choose to participate in either schemes. C) The inquiries from both guests and colleagues regarding records of participation and rooms status by accessing the opera system.

12 Staff (F&B) As one of the guests main touch point for interaction and inquiries regarding the Eco Clean program, staffs are required to: A) Provide clear explanations to guests inquiries regarding the program. B) Prepare (upon opting), collect (upon departure) and refill the bottles (upon request) whenever necessary. C) Key daily the statistics and details of guests who opt for the program (room number, preferred water) into the opera systems for Housekeeping to take actions accordingly the next day.

13 Staff (Housekeeping) Playing the main role in the Eco cleaning services in guests rooms, there is the duty of: A) Preparing and printing out the opera report daily for the housekeeping duties, taking note of those who opted for the Eco Clean process and act accordingly. B) Hanging the Eco Clean card at the participating guest s room entrance door after the Eco Cleaning process. C) Providing a one time normal housekeeping service for participating guests whom stay for more than 6 days. To ensure that the customer experience is not affected by the sustainable efforts, we will also provide a change whenever necessary, example of such situations are when wet towels are on the floor or blood-stained bed linens. D) Keying in the special report daily of such participants and the cleaning process in the rooms where the Housekeeping supervisor will be the one to key in daily.

14 RESULTS/BENEFITS Quantitative results: 1. Participation rate*: Statistics of participation and sales of program for each month, increasing trend. *Participation rate is based on the number of guest rooms on trial launch as at below: Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 No. of rooms

15 RESULTS/BENEFITS Quantitative results: 2) Environmental Impact: Energy & Resources ibis Bencoolen as part of the global ibis brand, normally do not provide bottled water in guests rooms, nonetheless guest needs to drink, so instead of buying plastic bottled water, they may use our Glass bottle and refill. This Eco Clean project allows the hotel to become 100% PET-Bottle free in A simple gesture with a big impact on the Environment If 15% of guests enroll in Eco clean, we save 3.3 Tones of plastic to the community In 2014, with no marketing to our guests, pick up ratio was already 10%. ibis Singapore Bencoolen : 1 Year Environmental Impact: Energy & Resources No. bottles % Eco clean given (500 ml) Plastic saved in kg Energy in Megajoules Oil usage in Liters CO2 emission in Kg % Eco clean: % of guests who choose the Eco clean Example: October rooms with Eco clean letter invitation 667 rooms asked for water bottle at Le Bar Monthly occupancy 91.1% % Eco clean = 9.4% = 667 / ( 252 * 91.1% * 31 days ) No. bottles given: Calculated based of the Eco clean % pick up ratio of No. rooms sold Source: Plastic and Energy information source : Water usage in Liters % 13,695 1, , ,930 13, % 18,260 2, , ,574 18, % 27,391 3, ,564 1,096 9,861 27, % 182,604 21, ,426 7,304 65, ,604

16 RESULTS/BENEFITS Quantitative results: 3) Monetary Savings Currently with the existing platforms saving up on the average of 23% of laundry budget costs (towels), there is still an additional opportunities to shift the rest of the 77% costs into 100% potential savings for the company and regionally beneficial CSR projects. ibis Singapore Bencoolen : 1 Year Money Saving Saving Laundry Planet 21 in $S Saving Laundry Eco Clean in $S % Eco clean No. bottles given (500 ml) Rooms cleaning saved with Eco clean Laundry Towels in $S Laundry Linen in $S 1 1 $1.04 $ % $2,739 $12, % $3,652 $16, % $5,478 $25, % $9,130 $42,052 Saving Laundry Eco Clean : Savings from both towels and linens Example: % Eco Clean 15% 5267 rooms cleaning saved with Eco Clean One cleaning cost $4.79 Saving Laundry Eco clean = $25,231 = ($4.79 * 5267 )

17 RESULTS/BENEFITS Quantitative results: 4) Societal Contribution With this new initiative, ibis Bencoolen is able to ensure stable continuity and increment of funds towards the ongoing CSR projects, ibis Bencoolen is proud to pledge an additional 50% contribution based on the contribution of savings via Plant for the PLANET program: In 2013, contribution towards Plant for the Planet are a total of $6,000, or just above 15% pick up ratio. While with this program, even after the estimation of a prudence pickup ratio, there is still additional contributions as seen below: ibis Singapore Bencoolen : Trees and Planet 21 % Eco clean No. bottles given (500 ml) Saving Laundry cont 21 in $S Planet 21 contribution with Eco clean in $S Increase in Planet 21 contribution in $S 1 $1.04 $ % $2,739 $4,109 $1, % $3,652 $5,478 $1, % $5,478 $8,217 $2, % $9,130 $13,695 $4,565 Planet 21 contribution with Eco clean in $S: Extra 50% based on laundry (towel budget) savings. Example: Contribution with Eco clean = $8,217 = $5,478 * 150% No bottles given: Calculated based of the Eco clean % pick up ratio of No rooms sold An easy to use calculator is used by finance and hotel management to determine the contribution to be donated as well as to track hotel performance on Eco Clean.

18 RESULTS/BENEFITS Quantitative objectives: 1) Award: 3R Awards for hotel 2014 Merit Award for commendable waste minimization & recycling practices Details: The 3R Awards for Hotels are introduced to identify and recognize the efforts of participants of the 3R Program for Hotels for having done well to improve waste management and recycling rate in the industry. The award held every 2 years, by Singapore Hotel Association and National Environment Agency. Note: Out of 25 hotels, ibis Bencoolen is one of the 7 that won the Merit Award

19 RESULTS/BENEFITS Quantitative objectives: 2) Team Testimonials: Pierre-Etienne de Montgrand, General Manager, ibis Bencoolen The Eco Clean helps us put a small dent in the hotel s plastic consumption and in turn supports our existing tree planting, recycling and societal goals. More importantly, however, we see the glass bottle as a powerful tool to help us engage guests on sustainability. Initial reactions of guests and Colleagues have been enthusiastic. We hope that the Eco Clean will inspire guests to be more sustainable in their daily lives by recycling, for example. Jade Stunden, Executive Assistant Manager, ibis Bencoolen We do not see sustainability as a new activity because we have been sensitive to the environment for many years now. We are always looking for new ways to reduce our ecofootprint. We recognize that this is a holistic process that calls for a shift in the way we approach the range of issues that face our business on a daily basis and hence the conscious shift. Steven Ding, Housekeeping Manager, ibis Bencoolen Ever since working on the Eco pen project, we have been looking for new ways to make a difference in the environment and the lives of others. The Eco Clean allows us to achieve many of the Accor Planet 21 commitments and that is why myself and my team are so excited about what the future holds for Eco Clean.

20 RESULTS/BENEFITS Quantitative objectives: Testimonials regarding customers need for bottled water 3) Customers Testimonials When guests are happy, so are we! During the trial period starting from June 2014, the Eco Clean program has been receiving numerous compliments and positive feedbacks for the this very initiative by our hotel on various platform as follow (via feedback forms and tripadvisor.com):

21 RESULTS/BENEFITS Quantitative objectives: Results of testimonials about the program: 1) Feedback forms placed in the rooms: Room 1026 I like it a lot. My recommendation is consider to have 2 sizes: Big & Small. The big one could be able to take out to work. Room 1107 We think the water bottles are a great and environmental good initiative! The card we didn t use yet, we just hang the don t disturb me hanger on the door every 2 days. 2) TripAdvisor.com

22 RESULTS/BENEFITS Quantitative objectives:

23 RESULTS/BENEFITS Quantitative objectives:

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