Satisfaction client

SUSTAINABILITY
REPORT 2015
Topics
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Le Club
Magic Hotels
TUI
Introduction to the club
Management Team
Management Engagement & policy
Social Commitment
Workforce Development
Fair Employment
Training
Environnemental performance
Communication
HV Rewards
Introduction to the club
1987:
First opening of the Hôtel Manar 5* Classic
1997:
The Austrian Tourism Company «Magic Life» invested in the
Club and became the first Club MAGIC LIFE Manar Imperial All In
concept in Tunisia.
2004 :
TUI AG overtook the company and the brand «Magic Life»
2011:
The Club Manar became «Holiday Village Manar» new
english brand investing Tunisia.
As now the hotel is managed by the company Magic Hôtels North
Africa Member of TUI Group
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Magic Hotels
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Magic Hotels
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TUI
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CLUB PRESENTATION
 333 rooms , out of it 36 swim-up
 Main Restaurant : Jasmin
 A la Carte Restaurants: Taj Mahal, Sofra,
Baia and Snack
 Bars: Lobby Bar, Sports Bar, Snack Bar,
Aqua Bar, Beach Bar, Show Bar, Disco
Bar
 Convention Center: Conference rooms
 Kids-Club,
 Pools: Activity, Relax, Aqua Park
(Toboggans), Indoor pool
 Sports courts: Tennis, Foot, Archery
 SPA, Gym, Amphitheater, High Ropes
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Management Team
Nejib Setti
Accounting Manager
Skander Gharbi
Trainee
Asst. General Manager
Sonia Hasasiklar
Asst.
General Manager
Mourad Ben Cheikh
General Manager
Ismail Hajri
Night Manager
Amen Allah Messadi
Human Resources
Responsible
Local Community Relationship
Responsible
Hassen Mghirbi
Moncef Sahbani
Kamel Lansari
Zohra Saket
Zied Ben Dhafer
Environment Responsible Executive Housekeeper Executive Chef Asst. Front Office Manager Restaurant & Bar Manager
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Iryna Holub
Guest Services
Noureddine Aounallah
Technical Services Manager
Ali Miraoui
Garden Chief
Belgacem Essafi
Security Manager
Imen Romane
Responsible SMSA
Zeineb Kechiche
Guest Services
Management commitment
The Management Team of the Holiday Village Manar is
commited to sustainability: The purpose of this statement is to
provide the framework for driving our goal setting,
management, and documentation of progress in all facets of
sustainability – social and environmental
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Management Engagement & Policy
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Social & Community Engagement
Through our global workforce, we touch thousands of
communities every day and support community needs.
Being a part of a community means we offer jobs to local
people, provide opportunities to the disadvantaged and
operate in an environmentally sustainable manner.
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Social & Community Engagement
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Associates, Customers, Suppliers etc…



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Help to the local orphanage « la Voix de l’enfant Nabeul »
Contribution to the primary school of Mrezka
Purchase of books to children in need
Social Activities; Orphanage Visit
Holiday Village Manar is very proud to support the local Orphanage “La Voix de l’Enfant” in
Nabeul with donations from customers and staff members.
Accompanied by some loyal customers we visited the Orphanage to hand over the donations.
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Social Activities- Tommy’s Splash Charity Day
the Charity Day took place around the Activity PoolFace painting, inflatable race
and many other activities were organized.
We remain committed to raising money for charity and good causes.
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Social Activities- Primary School Mrezka
The 21st of September the Management Team visited the local primary school in Mrezga,
which our social committee is supporting since many years.
Prior to the Visit our Maintenance Team did Plumber & Electric Work and the Garden Team
did some Cleaning & Planting.
The same day we delivery the rest of 40 Tables with Chairs, renovated from the Hotels
Carpenter and we distributed Schoolbook packages for 10 pupils in need.
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Engagement of the Social Commitee
•
An environmental social initiative in 2004 gave birth to the social commity in different hotels
from our chain including our Hotel.
•
Mr Amen Allah Messadi is the responsable of the commitee who’s taking care of the social
local community needs.
•
The Social commitee organises social actions on the internal & external level
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Workforce Development
This strategy drives our associates’ commitment to delivering
on our Hotel standards of service excellence and inspires
them to go above and beyond. As a result, our associates
help Holiday Village Manar succeed, which ultimately leads to
their personal success. This strategy also reinforces our core
value to “Put People First.”
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Workforce Development
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Workforce
20
20
2014
2015
2016
Total Staff
260
275
265
Permanent
Contractuel
Trainee
Apprentice
Disable
turnover
opportunities
83
177
2
11
0
12
1
81
194
6
9
0
75
1
72
193
3
4
1
9
2
Workforce by Gender
year
2014
2015
2016
21
21
Male
Female
88%
12%
83%
17%
85%
15%
Workforce by Gender
% Female empower
Management
Responsable
Execution
22
22
2014
25%
17%
9%
2015
25%
24%
13%
2016
28%
19%
11%
Workforce by Region
Total per Region
Nabeul
Jendouba
Kairouan
Gafsa
Tunis
Bizerte
le Kef
Zaghouan
Others
23
23
263
210
18
13
8
5
3
2
2
2
%
80%
7%
5%
3%
2%
1%
1%
1%
1%
Workforce by Age
year
2014
2015
2016
24
24
[16-20]
[21-30]
[31-40]
[41-50]
[51-55]
[56 et +]
6%
30%
31%
30%
3%
2%
4%
29%
32%
27%
7%
2%
3%
27%
28%
30%
11%
2%
Training
Associates
Good Hygiene practices
Good Environmental practices
Safety & Security
25
25
2014
2015
356
166
145
45
352
193
132
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Training
 Welcome program & Smiling Senses
 Hygiene Training with CRISTAL
 Environmental Training
 Train the Trainer
 Excel Training
 Customer service & Claims management
 Security and first aids
 Anti Terrorism Training
 Inter departements trainings
 Russian language training
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Staff Motivation
 Birthdays
 Best employees of the Month
 Help for the Month of Ramadan
 Organisation
Ramadan
fasting day dinner
 Fest (Aid, Women day etc…)
 Help for the school year
 End of season party
 Credits from company
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post
Environmental Performance
Responsible management of natural resources in our hotel
operations has been a part of our business since 2005.
As we have grown over the years, we have established a
formal program to reduce our water and energy use. With
ISO 14001, we set our first long-term environmental goals
and HV Manar environmental performance is a critical focus
for our company. With the changing climate and increased
stresses on natural capital and resources, an ever-growing
number of customers, associates and external TO want to
be informed about and engaged in our efforts to operate our
hotels more sustainably.
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Reduce water
intensity
Reduce energy intensity
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Water Management :
Reduce water consumption to ≥ 3%
Our Measurment standards
- Daily register of water consumption / Night
- Installation of sub-meters in key hotel areas.
- Automatic control of leaks in the public areas and customer rooms
- Installation of water efficient shower heads in guest rooms & associates
areas
- Installation of water saving devices in the public area rest rooms and guest
rooms
- Complete diagnostic of the whole system in the property to define any
area of leaks
- Installation of smart irrigation system STEP and treatment of used water
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Water Management :
Reduce water consumption to ≥ 3%
Our Measurment standards
- Installation of a smart automatic irrigation system of the garden controlles
by computer
- Installation of rain check system in order to stop the irrigation system
automatically in case of rains.
- Installation of water saving devices and economic shower heads in the
kitchen.
- Installation of automatic stop buttons in all the showers around the pools.
- Communicate policy to both customer and staff to the role they play in
saving enrgy: Towel and linien reuse, recycling programm
- Reuse of the treated water with respect to the law
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Environmental Performance indicators
Water intensity: Reduce water use to ≥ 3%
TOTAL WATER USAGE
20000
18000
16000
14000
12000
Consom de l'eau année
N 2014
10000
8000
Consom de l'eau année
N 2015
6000
4000
2000
0
JAN
32
32
FEV
Mars
Avril
Mai
Juin
Juil
Août
Sept
Oct
Nov
Dec
Environmental Performance indicators
Water use /night
0,77
0,80
0,62
0,70
Consom. eau (m3)/nuitée 2014
0,60
Consom. eau (m3)/nuitée 2015
0,50
0,40
0,30
0,20
0,10
0,00
1
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Environmental Performance indicators
Production STEP
7000
6000
5000
4000
Production STEP (m3) / 2014
3000
Producion STEP (m3) / 2015
2000
1000
0
JAN FEV
Mars Avril
Mai
34
34
Juin
Juil
Août Sept
Oct
Nov
Piscine swim bloc C manar2
Comparatif de consommation par Compteur divisionnaire
Piscine swim bloc A manar2
Piscine swim up manar1
Piscine family enfant
Piscine family adulte
Piscine relax
Piscine restaurant
2016 Mars
Piscine jaccuzi
2015 Mars
Piscine couverte
2014 Mars
Piscine aqua enfant
2016 Avril
Piscine aqua adulte
2015 Avril
Piscine toboggan
2014 Avril
Eau spa n°2
Eau spa n°1
Sonede step
Elec spa n°2
Elec spa n°1
Siége
0
35
35
5000
10000
15000
20000
25000
Gaz
Comparatif des consommations par compteur
Eau manar 2
Eau manar 1
Elec CIAT
2016 General
2015 General
Actif club
2014 General
Actif baia
Actif manar 2
Actif manar 1
0
36
36
500000
1000000
1500000
2000000
2500000
3000000
Consommation d'energie en %
0,1
0,1
0,4
0,7
-
Siége
Elec spa n°1
1,5
Elec spa n°2
0,4
Sonede step
0,7
Eau spa n°1
0,6
1,5
Eau spa n°2
Piscine toboggan
Piscine aqua adulte
1,1
0,6
Piscine aqua enfant
Piscine couverte
0,1
Piscine jaccuzi
0,4
Piscine restaurant
0,5
2,6
0,4
0,7
Piscine relax
Piscine family adulte
Piscine family enfant
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Energy Management :
Reduce consumption to ≥ 3%
Our Measurment standards
- Preventif equipment and machines control on periodic
- Daily control of the consumption of the energy register in order to identify any
miss use.
- Reducing energy use by turning off appliances when not in use and switching
lights and air conditioning off when they vacate guest bedrooms.
- Changement of 80% of the high efficiency lightening.
- Installation of sub-meters in the areas of high energy consumption:« sauna,
hammam, pools »
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Energy Management (electricity): Reduce to ≥ 3%
-Annuel control Data of energy consumption equivalent to petrol and to be in
respect to the legislation
- Installation smart cards in the customer rooms by removing stops all the
energy in the room.
- Isolation of the boilers an the AC system to limit the enrgy loss.
- Annual Energy Audits.
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Environmental Performance indicators
Comparatif de la consom d'électricité 2014/2015
700000
600000
500000
Consom de l'electricité année N 2014
400000
300000
Consom de l'electricité année N 2015
200000
100000
0
JAN FEV Mars Avril Mai Juin Juil Août Sept Oct Nov Dec
40
40
Environmental Performance indicators
Consommation d'électricité /nuitée
30,0
26,9
25,0
20,0
19,4
Consom. élec (kwh)/nuitée 2014
15,0
Consom. élec (kwh)/nuitée 2015
10,0
5,0
0,0
1
41
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Environmental Performance indicators
Comparatif de la consom gaz 2014/2015
30000
25000
20000
Consom de Gaz année
N 2014
Consom de Gaz année
N 2015
15000
10000
5000
0
JAN
42
42
FEV
Mars
Avril
Mai
Juin
Juil
Août
Sept
Oct
Nov
Dec
Environmental Performance indicators
Emission Intensity: Reduce to CO2 à ≥ 5%
Emprunt CO2 (kg) / night
21
43
43
2014
31
2015
Waste Management
Our Measurment standards
-Provide the housekeeping Team with selectif waste bins with different colour
- Installation of different waste bins in the garden and public areas.
- Implementation of selectif waste system for our associates:
(Kitchen, Bars, Restaurants, Gloors, puublic areas , gardin, Administration…
- Encourgae the purchase for big quantity in order to reduce
package
-Construction of new disposal waste areas with respect to
the environement
- Sign conventions and contracts with collectors from the cummunity areas
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Waste Management
Waste Recycling:
Glass
Plastic (PET, PEHD)
Carton, paper
Garden waste (compostage)
Used fried oil (bio carburant)
Waste Collection and seperation of the Hazardous:
Batterries
Used oil
Toners
Medical waste
Lamps and neaons
Machines
Aerosols
...
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Waste Management
Waste (Kg/night)
1.19
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46
2014
0.800
2015
Environmental Practice
Twice a month clean-up activities are taking place . The Team went out
to clean around the pools as well as at the beach.
.
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Environmental Practice
Beach Clean-ups are a fun and easy way helping to keep our beaches and ocean clean!
That’s why they are scheduled on a regular basis within our Village.
Provided with plastic bags and gloves our Team went out to remove trash from our
beach.
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Environmental Practice
On the 11th of June Tunisia celebrates its national Environment Day.
A fantastic opportunity for a planting action with the participation of some customers
and to show our commitment to sustainability.
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Training- Safety
From the 3rd until the 5th of September a security training was held. The security managers
and their assistants of all Magic Hotels in Hammamet were taking part.
The sessions were consisting of theoretical and practical training.
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Communication
We talk to our customers, staff and community about our culture, traditions, policy
and commitment to the environement and the community engagement through the
communication boards, TV, display infos, social media etc…
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Guest satisfaction survey Result
Tripadvisor:
•Nr. 1 Family Hotels in Africa
•Nr. 20 Family Hotels in the World
•Top 25 Hotels in Tunisia
•Top 25 Hotels for Service in Tunisia
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Certificates TUK Gold Medal
• Gold Medal 2014
• Gold Medal 2015
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ISO Certificates
ISO 22000
54
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ISO 14001
Environnement Certificates
Blue Flag
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Green Key
Environment Certificates
Once again the Beach of HV Manar has been awarded a Blue Flag.
The Blue Flag is a certification by the Foundation for Environmental
Education (FEE) that a beach meets its stringent standards.
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CRISTAL Certificates




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Food check
Room check
Pool Check
Aqua Check
Travelife Gold award
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