Recognising Outstanding Employees Besides staff communication sessions, surveys, social events and team building activities, another way in which we engage employees is by recognising and awarding individuals who have demonstrated exemplary attitudes in their work. The Stars of Ascott – Service from the Heart Awards and Stars of Ascott – Outstanding Service from the Heart Awards recognise outstanding individuals who go the extra mile to create ‘WOW’ experiences for guests and colleagues. Stars of Ascott – Outstanding Service from the Heart Award Winners for 2023 Employee Movement CLAS monitors the movement of its workforce closely. In FY 2023, CLAS’ Managers had two staff departures, representing an employee turnover rate of about 8%. This comprised one female and one male, with one between the age of 30 to 50 years old and the other above 50 years old. This is an improvement from FY 2022 when the turnover rate was about 15% (excluding internships which had concluded during the year). For CLAS, the employee turnover was 436 in FY 2023, representing an employee turnover rate of about 25%. Males comprised 49% and females comprised 51% of the employee turnover. About 34% of the employee turnover was below the age of 30 years old, 53% between 30 to 50 years old and 13% above 50 years old. About 63% of the employee turnover was from CLAS’ properties in Asia Pacific, while the other 37% was from CLAS’ properties in Europe (including UK). The turnover rate is lower than hospitality companies globally. Given that CLAS’ business is in the labourintensive hospitality industry with a large number of non-executive staff, the staff movement is deemed normal. CLAS conducts exit interviews with employees leaving the company as part of our efforts to effect positive changes within CLAS. CUSTOMERS (GUESTS AND TENANTS) One of CLAS’ priorities is to foster meaningful interaction with guests and tenants at our properties, and to improve the level of customer satisfaction. Customer satisfaction is tracked and monitored at Ascott-managed properties via two main avenues – a Guest Satisfaction Survey (GSS) filled up upon guest check-out through which metrics such as customer satisfaction and net promoter score (NPS) are measured and tracked, and a Global Review IndexTM based on online guest reviews from more than 140 online travel agencies and review sites in over 45 languages. Thirdparty services are used to send the surveys to guests, track and collect the responses and generate reports. These metrics along with other insights from guest feedback allow Ascott to benchmark and respond appropriately by making the necessary operational and service improvements to create a better experience for guests and tenants. Customer satisfaction is calculated based on the percentage of customers15 who responded “Very satisfied” or “Satisfied” to the following question: “Overall, how satisfied are you with your recent stay experience?”. NPS is calculated based on the percentage of promoters15 subtracted by percentage of detractors15 in response to the following question: “Based on your latest stay experience, would you recommend us to your family, friends, and colleagues?”. In 2023, 100% of guests at CLAS’ Ascott-managed properties were sent the GSS. The properties received a customer satisfaction score of 90 points and NPS of 47, with a response rate of 8.7%. Based on the Global Review IndexTM, the properties achieved a positive rating of above 80% for 2023. Tenant & Guest Health & Well-being The health and safety of tenants and guests are of utmost importance to Ascott and CLAS. Our properties offer a comprehensive array of wellness amenities, including fitness facilities and wellness activities to promote guests’ physical and mental well-being during their stays. Additionally, some properties, such as Somerset Kuala Lumpur, offer mini salad bars in the lobby for all guests to enjoy, as part of elevating guests’ health and wellness through healthier diets. Ascott Clean360 is a global hygiene programme implemented to meet current-day needs. Precautions taken under this programme include rigorous disinfection and cleaning frequencies, especially for high-touch areas, and easy accessibility to hand sanitisers, amongst others. In 2021, Ascott was the first hospitality company 15 Out of total number of respondents to the GSS. SUSTAINABILITY REPORT 2023 52
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