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Key relationships

Engaging with our stakeholders and understanding their requirements and concerns is critical to helping our company identify its most material issues.

Information gathered as part of our various stakeholder engagement processes, feeds directly into decision-making, and drives our business strategy.

Stakeholder
What is important to them
How we address stakeholder interests
STAKEHOLDER
What is important to them
  • Health and safety in the face of Covid-19
  • Quality product offering
  • Loyalty programmes
  • Efficiency and convenience
  • Consistent service delivery
  • Value for money
  • Listening to their needs
How we address stakeholder interests
  • Direct guest engagement with hotel management and staff
  • Direct messaging platform available to guests on their own devices before and during their stay
  • Online check-in, and contactless ordering and information sharing
  • Client liaison with corporate and travel industry customers
  • Market trends and pricing research
  • Loyalty rewards
  • Individual preferences noted for regular guests
  • Guest satisfaction questionnaires
STAKEHOLDER
What is important to them
  • Health and safety
  • Job security
  • Fair remuneration
  • Performance management
  • Engagement
  • Attractive career path
  • Safe working conditions
  • On-the-job coaching and training
How we address stakeholder interests
  • Staff meetings
  • Performance appraisals
  • Employment equity forums
  • Labour union meetings
  • Mentoring
  • Formal and informal training programmes
  • Regular assessment and maintenance of Occupational Health and Safety Standards
  • Employee Assistance Programme
STAKEHOLDER
What is important to them
  • Tax revenues
  • Compliance with legislation
  • Advancing transformation
  • Job creation
  • Investment in the country
  • Supporting communities
  • Reducing consumption of natural resources
How we address stakeholder interests
  • Industry forums
  • Commenting on proposed legislation
  • Input to consultation processes
  • Monitoring and reduction of natural resource consumption
  • Participation by the COO as Chair of the Transformation Tourism Council of South Africa (TTCSA) and board member of South African Tourism. Members of the group’s Exco also participate in other industry forums
STAKEHOLDER
What is important to them
  • Corporate governance and ethical leadership
  • Growth and expansion opportunities
  • Level of gearing
  • Return on investment
  • Dividends
How we address stakeholder interests
  • In-depth feasibility studies for investment decisions
  • Engagement through investor roadshows, one‑on‑one meetings and the AGM
  • Operating according to the highest corporate governance standards
  • Providing attractive returns on investment
  • Capital efficiency
  • Consistently generating sustainable profits
STAKEHOLDER
What is important to them
  • Consistent demand and timely payment
  • Fair treatment
How we address stakeholder interests
  • Building lasting relationships
  • Engaging openly
  • Maintaining regular payments within agreed terms
STAKEHOLDER
What is important to them
  • Sponsorships
  • Bursaries and leadership
  • Investment in disadvantaged communities
  • Volunteer days
  • Responsible consumption
How we address stakeholder interests
  • Active citizenship
  • Participation in community forums
  • Maintaining policies for responsible consumption and ethical practices
STAKEHOLDER
What is important to them
  • Honest, transparent communication
How we address stakeholder interests
  • Regular press releases and industry commentary
  • Providing access to organisational
    leadership
  • Public relations to facilitate and monitor media activities
Food
Food
Food
Food
Food
Food

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