SOCIAL Employees Customers (Guests and Tenants) Responses • Regular staff communication sessions • Regular reviews with employees on performance and identify training and development goals • Employee engagement surveys • Learning and Development programmes through CLIMB and ACE • CapitaLand Wellbeing Programme • Practising Singapore’s Code of Practice on Chief Executives’ and Board of Directors’ Workplace Safety and Health Duties • Stars of Ascott – Service from the Heart Awards and Outstanding Service from the Heart Awards • Foster culture of belonging in the workplace through networking events and bonding activities • Ascott CARES programme • Guest satisfaction surveys • Keep properties relevant through active portfolio management • Regular employee training • Employ technology to elevate guest experience • Enhance guest experience through engagement programmes and activities • Ascott Star Rewards loyalty programme, which offers member rewards and benefits Outcomes • Amongst CLAS’ employees and employees at CLAS’ third-party managed properties, there were zero work-related incidents resulting in fatality and permanent disability in FY 2023 • Employee engagement score of 84% for the CLI Lodging business unit in 2023, an improvement from 83% in 2022 • Awards / achievements: – CapitaLand was ranked amongst the top three in the Real Estate category of The Straits Times’ Singapore’s Best Employers 2023 – CLAS was ranked amongst top 10 in Singapore in the Equileap’s Gender Equality Global Report & Ranking 2024 • CLAS’ Ascott-managed properties received a customer satisfaction score of 90 points and net promoter score of 47 • Based on the Global Review IndexTM, CLAS’ Ascott-managed properties achieved a positive rating of above 80% for 2023 61 CAPITALAND ASCOTT TRUST
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