STAKEHOLDER RELATIONSHIPS POLICY. Approved by the Board of Directors on July 30, 2018

Transcription

1 STAKEHOLDER RELATIONSHIPS POLICY Approved by the Board of Directors on July 30, 2018

2 I. OBJECT AND SCOPE This global Policy aims to define the principles and guidelines that govern the relationships of Meliá Hotels International, S.A. and its Group (hereinafter,"meliá" or the "Company") with the different stakeholders with which it interacts: Employees Partners and hotel owners Shareholders and investors Customers Society and local communities Public administration Press and the media Suppliers Hereinafter, the "Stakeholders". This Policy defines the minimum requirements, without prejudice to any additional regulations that may be approved, regarding one or more Stakeholders nor to the specific legislation applicable in any of the countries in which the Company may operate and/or maintain commercial, informational, etc. relationships with third parties. This Policy also aims to define a framework for relationships that allows: - The creation and maintenance of a long-term dialogue based on proximity, transparency and mutual trust. - The encouragement of two-way communication between the Company and its Stakeholders. - The involvement and collaboration of Stakeholders with the Company. - The management of opportunities and risks related to Stakeholder relationships. - The leverage of relationships to improve the recognition and reputation of Meliá. This Policy is based on the principles of Accountability AA1000SES (2011) of Commitments to Stakeholders, a tool focused on responding in a comprehensive and balanced way to relevant issues, impacts, opportunities and risks in Meliá's relationship with its Stakeholders. Stakeholder Relationships Policy 2

3 II. GENERAL PRINCIPLES The following general principles are the basis for the development of our principles and values: a) Principle of inclusion: through which Meliá offers its Stakeholders the opportunity to participate in the pursuit and achievement of its sustainability commitments given their key role in progress towards a more sustainable hotel business model. b) Principle of relevance: Meliá considers that matters important to its Stakeholders are key issues in Company strategy. c) Principle of response: through which the Company offers solutions, actions, performance and communication related to the material issues raised by Stakeholders. The Meliá dialogue and relationship with Stakeholders is based on transparency, ethics and providing solutions and information related to the issues most relevant to Stakeholders. The basis of the Company s relationship with Stakeholders is thus: Transparency through the creation of trust through open communication and sharing information on Meliá which is relevant to Stakeholders. Active listening to ensure the expectations of Stakeholders are taken into account as well as materiality issues in financial and non-financial matters. Balance and equal treatment to ensure that Meliá takes into account the legitimate needs, expectations and interests of Stakeholders. Accountability and the effective and appropriate disclosure of relevant information to Stakeholders on the Company, its activity and other key travel industry issues. Long-term value creation which takes into account the reality of Stakeholders, their priorities, expectations and relationship with Meliá. Appropriate channels, tools and spaces for open, proactive and transparent two-way dialogue supported by the resources required to ensure balance between Company needs and Stakeholder expectations and concerns. Stakeholder Relationships Policy 3

4 III. COMMITMENTS In response to the specific expectations and concerns of Stakeholders, Meliá assumes the following specific commitments with each of them: With employees We offer the best opportunities for professional development based on the stability of a family business and the strength of a major international market leader, able to fairly reward commitment, talent and achievements. With partners and hotel owners - We offer the most comprehensive quality services to make their investment profitable and safeguard their assets, operating with professionalism, seriousness and the confidence of a major brand with international prestige. With shareholders and investors We manage the Company with transparency, rigour and good governance to guarantee our commitment to profitability and value creation in the medium and long term. With customers We offer guests the best personalised accommodation experiences, exceeding their expectations with the excellence of our services. With society and the local community We actively seek ways to generate wealth and sustainable development in communities in which we operate, respecting and fostering the local culture, traditions and values, with special attention to children and the most vulnerable. With public administration We respect the laws and regulations wherever we operate, seeking a transparent relationship and maximum collaboration with all public administrations. With press and the media We offer all the information that may be relevant for Stakeholders in a transparent, accurate and timely manner. With suppliers We bring our professionalism and dimension to build lasting relationships based on trust, respect and mutual benefit. IV. CHANNELS FOR DIALOGUE AND CONTACT Meliá provides Stakeholders with a stable structure and channels and tools to favour relationships with Stakeholders and encourage communication and dialogue. The following are the main communication channels with each of our Stakeholders: Employees: work committees in hotels, satisfaction surveys, Code of Ethics mailbox, complaints channel, human resources teams, employee intranet, internal newsletters and corporate Stakeholder Relationships Policy 4

5 communications. Partners and hotel owners: attendance to Governing Bodies, hotel owner portal and newsletters. Shareholders and investors: road shows, General Shareholders Meeting, investor relations office and shareholders' forum, corporate newsletters and institutional website. Customers: satisfaction surveys, melia.com website, loyalty programmes, mobile apps, quality mailbox, social networks, Guest Experience, marketing campaigns and communications. Society and the local community: institutional website, participation in social networks and presence in traditional communication channels, active participation in institutions and business and industry organizations, collaboration with academic and educational institutions, participation in forums, seminars and awareness events, specialist work groups. Public administration: institutional relations, presence and participation in industry associations, specialist commissions, work groups, meetings with representatives. Press and the media: press releases, meetings with the media, organisation of guided visits, virtual press room, institutional website, active presence in numerous social networks. Suppliers: complaints channel for suppliers, institutional website, procurement centres, supplier registration system, meetings and working sessions. CORPORATE DEPARTMENTS Corporate Responsibility Investor Relations Owner Relations Shareholders Club Communication and Press Code of Ethics Office CONTACT Stakeholder Relationships Policy 5