Sustainability
Working towards a better tomorrow

SUSTAINABILITY 2024

Our approachto sustainability“Corporate responsibility values are
deeply ingrained in Mandarin Oriental’s
culture, and sustainability implications
are carefully considered with each andevery decision across the Group.
One of our guiding principles atMandarin Oriental is ‘acting withresponsibility’, and we have establisheda programme to direct our efforts
towards the wellbeing of the planet,of communities and of individuals.

Our ambitious goals include all of
our hotels being single-use plastic free,
as well as expanding our responsible
procurement goals to cover key
categories of seafood, coffee, tea,vanilla, cocoa, sugar and cage-freeeggs. Since December 2022, we arepleased to report all our hotels are 99%
single-use plastic free and we continue
to strive to achieve our other goals.”

TORSTEN VAN DULLEMEN,
GENERAL MANAGER OF MANDARIN ORIENTAL HYDE PARK, LONDONGROUP DIRECTOR OF SUSTAINABILITY, AND AREA VICE PRESIDENT OPERATIONSSUSTAINABILITY 2024

3Acting withresponsibilty
Mandarin Oriental Hyde Park, London
recognises the environmental, socialand governance risks and opportunities
associated with our business and proactively
manages them. Since 2023, we are proud tohave been officially recognised as a certified
hotel by the Global Sustainable Tourism
Council (GSTC), the foremost organisation
for sustainable travel and tourism, initiatedand supported by a coalition of UN agencies(UNEP/UNWTO).

“As Group Director of Sustainability,
and General Manager of Mandarin
Oriental Hyde Park, London, it isimportant that the team leads the way
in ensuring all our initiatives are carriedout properly. We take pride in piloting
many initiatives before they are rolled
out across the wider group, for example
our AI-based food waste management
software Winnow that we are trialling.
This way, we are able to fail small or
succeed quickly.”

Importantly, we are also proud that eachand every colleague is directly involvedin our collective efforts to achieve oursustainability goals.

TORSTEN VAN DULLEMEN

06

SUSTAINABILITY 2024

Our maingoals
at Mandarin Oriental Hyde Park, London

4

R ESPONSIBLE
PROCUR EMENTWASTE
M ANAGEMENTPAPERR EGUL ATION &TR ANSPAR ENCY

A commitment to source our key
food and beverage categories only
from certified suppliers. Validation
ensures compliance with Mandarin
Oriental Hotel Group’s code ofconduct, including seafood, coffee,tea, vanilla, cocoa, sugar andcage-free eggs.

We aim to reduce energy intensity
and carbon footprint through waste
reduction, energy efficiency, andlandfill-free waste management.

A revised paper use strategy
throughout the hotel, andwhere paper use is unavoidable,
ensure the use of 100%
sustainable-certified paper.

To ensure transparency,
sustainability targets andperformance is independentlyreviewed by LRQA.
Performance is included inannual balance scorecard,a key performance indicatorfor senior management.

EFFICIENCYSOCIAL IMPACTENDANGER ED SPECIESSINGLE USE PL ASTIC

A strong focus on renewable energy,
aiming for 62% of all energy usedat the hotel being renewable. We havepartnered with Naked Energy toinstall a world-leading solar heat technology on our rooftop to decarbonise
our heating, with the aim to cut thebuilding’s carbon emissions by 7.3
tonnes each year.

We maximise social and economic
Endangered seafood speciesbenefits for our local community,eliminated from menus based on
responsibly managing ourWWF Endangered Seafood Guide.
environmental impact and fulfilling
our social commitments across operations
and supply chains. To support this,every colleague has one paid off day
a year for a community engagement
activity of their choice.

99% single-use plastic
eliminated by end of 2021.

SUSTAINABILITY 2024

5

The role of ourcolleagues
Our colleagues are at the very heart of everything we are trying
to achieve through our sustainability efforts. Over 600 colleagues
work to ensure that all sustainability practises are understood andexecuted at the highest level. This sustainable working journey
starts from the moment colleagues enter the building on theirfirst day of work:06

1

During a two-day orientation, colleagues learn about the company’s
history and hotel operations. We provide digital training materials
to minimize paperwork.

2

Colleagues receive reusable items upon arrival: a water bottle,
shopping tote, and a plastic-free folder for training materials
during their first three months.

3

Each colleague undergoes a 1-hour session on company
sustainability practices and goals to understand the reasons behindcertain processes and their role in them.

4Following the 1-hour session, colleagues attend a back of housetour showcasing waste management, including the waste disposal
unit and canteen food disposal practices.

SUSTAINABILITY 2024

6The role of ourcolleagues
56706

New colleagues undergo departmental training facilitated bya training manager and departmental trainer to learn specificsustainable practices. Back-of-house managers shares monthly
updates and new initiatives with departmental trainers and training
managers to promote sustainable education within the group.
To strengthen their knowledge, the hotel now requires allcolleagues to complete a mandatory eLearning sustainability
course. The course was developed by a team from Mandarin
Oriental Bangkok and Mandarin Oriental Hyde Park, London,and has been implemented company-wide after a successful
pilot testing.
Colleagues are encouraged to share sustainable practices
and ideas on our internal social media platform, Beekeeper.
This fosters a culture of sustainable working and encourages
collective improvement.

SUSTAINABILITY 2024

7Our Approachto Sustainability
Whilst we can never claim that thehosptality industry is, or ever will be asustainable industry, we have a responsibility
to reduce our negative, and increase ourpositive, impact. Although we are a small
player in the world of hospitality, we havea responsibility to use the strength of ourbrand to amplify our message and put
pressure on all our stakeholders and partners
to simply do the right thing.
This can range from encouraging a supplier
to deliver once a week rather that twice,
to eliminating single-use plastic in theirpackaging or upgrading their delivery fleet
to electric vehicles. It could also be with ourguests, be it encouraging them to take ourelectric house car rather than a regular car,considering their bed-linen laundry choices
or only offering attainably-sourced itemson the menu. Our colleagues are also
encouraged to play their part, with simple
initiatives like a mantra in the staff canteen
to fill their plate as much as they want,but only with what they can eat.

SUSTAINABILITY 2024

8

Our case studies
in practice
We are very proud of the initiatives our colleagues have
implemented to help us on the path to achieving our goals.

Single-use plastic elimination
In the community
Technology in practice
Waste reduction
Colleague engagement

SUSTAINABILITY 2024

9CASE STUDY

Single-use Plastic
Elimination
Although within the hotel we are 100%
single-use plastic free, there are external elements
we cannot control - packaging in the supply
chain for example - which makes us nearer
99% single-use plastic free.
However, in our quest to become 100%
single-use plastic free, we have consideredinnovative solutions to everyday single-use
plastic problems within our walls, andwe work collaboratively with our suppliers
to find solutions that work for all parties.

••

•

•

Our Shampoo, Conditioner and Body Wash
are all luxuriously displayed in refillable bottles.
Once empty, they are returned to our partners
at Diptque to refill, allowing no wastage.
If a guest requests bathroom amenities inbottles, these are provided in aluminium tubes.
Our piping bags are washed and reused daily.
Our bedroom teas are supplied in sustainable,
single-use plastic free, packaging.
Our bedroom slippers are not just single-use
plastic free but a product that can be used timeafter time.

SUSTAINABILITY 2024

10CASE STUDY

In theCommunity
We continually endeavour to engage with,support, and enhance the local community
we live within through our partnerships
and initiatives:•We strive to fight homelessness by partneringwith One Pavement Away, and we fight hunger
in the UK by donating time and resources intoworking with the Felix Project, who ensure
struggling families all across London have accessto food, whilst ensuring there is no food wastage
in the process. We are also a member of
Hospitality Action, providing additional support
for all our colleagues.

••Mandarin Oriental Hotel Group encourages
all colleagues to volunteer one day of their time,
paid, to a charity of their choice. Mandarin
Oriental Hyde Park, London’s commitment is
to complete 4,800 hours of paid charity workin 2024, and across the group this equates to
69,000 of paid charity hours a year.
We have proactively supported our local
neighbours throughout the year with several
initatives.

SUSTAINABILITY 2024

11CASE STUDYTechnologyin Practice
Mandarin Oriental Hotel Group has apartnership with sustainability consultancy,Greenview, and use their software to enable
the teams to manage, review and assess all
sustainability related data in one portal.
••

Mandarin Oriental Hotel Group has apartnership with online sustainability software
company Greenview, which enables the teamto manage, review and assess all sustainability
related data in one portal.
Mandarin Oriental Hyde Park, London
is currently a pilot hotel for Winnow
food waste management, a ground-breaking
waste management solution that incorporates
AI to intelligently measure and reduce wastage.

••The hotel features LED lighting throughout,including light movement sensors in all guest
rooms, facade lighting, meeting and event spaces
and back of house.
We are currently in the process of installing
Thermal Heating tubes on the roof of thepenthouse to pre-heat the feed water tothe boilers.

SUSTAINABILITY 2024

12CASE STUDY

WasteReduction.
Waste is one of the largest contributors to carbon
emissions. We proactively influence the waste
cycle where we can and have put in numerous
new practices to assist our reduction efforts:••

We proactively change bedding every second day,unless guests place a bamboo fan on their bed,indicating they want their bedding changed daily.
We operate a zero to land fill policy. As a part ofincreasing the recycling percentage and givingback to the community, in 2022 for example wediverted 70Kg of wine and champagne bottlecorks from the waste stream. Instead, they weredonated to an organisation hiring less privileged
youth who repurpose and sell the recycled corks,
with part of the profit going back to charity.

••The hotel also separates coffee grounds fromthe waste stream by converting them in tohigh-performance biofuels, which are carbon
neutral and reduce the need to use fossil fuels.
A total of 4,420Kg tonnes of coffee grounds
were collected in 2023.
By collecting food waste in the kitchen in
separate bins we collected over 218 tonnes offood waste in 2023. The food waste is recycled
into renewable energy, gas, and high quality
biofertilizer used in farms around the UK, whilstused kitchen oil is collected and converted intobiodiesel. A total of 22.21 tonnes of used cooking
oil was recycled in 2023.

SUSTAINABILITY 2024

13

CASE STUDYColleague
Engagement
Throughout the year our colleagues
are constantly engaged with a series ofinitiatives to support their physical andmental well-being.
•••

Monthly cultural awareness days in colleague
restaurant The Hyde Away and cultural awarenesstraining sessions for all colleagues.
A diverse colleague social calendar organisedby the MOCare Social committee, including
a summer social in the park, pub quizzes,
regular ‘welcome to work’ and colleague
thank you celebrations, a hotel softballleague team and a Winter Ball.

•We focus on mental and physical wellbeing,
including the hosting of four financial wellbeing& pension workshops with the company’s
benefits broker that are designed to raiseawareness and help colleagues with financialmanagement. We also arrange nutritional talks
with experts to assist with nutritional wellbeing,
and wellness events ranging from yoga,
meditation, singing bowl sessions anda celebration of Global Wellness Day.
We offer a series of opportunities to participate
in hotel organised charity initiatives: bake sales
and coffee mornings with the charity Macmillan,
a Mandarin Marketplace with proceeds going tovarious charitable causes, hotel-wide celebrationof Pride month with rainbow fan pins andactivations throughout the hotel, and also one
paid day volunteering per colleague per year.

SUSTAINABILITY 2024

14

A look at 2023
Highlights of Mandarin Oriental’s 13th Sustainability Report.

•Click here to view the full2023 Sustainability Report••

Click here to listen the full2023 Sustainability Report

We use Greenview Portal as our sustainability
data management system, and all our hotels arein progress of aligning with the robust industry
criteria set by Global Sustainable Tourism Council(GSTC).
In 2023, we reduced our Scope 1 emissions from
16% in 2012 to 12%, while Scope 2 emissions
increased from 84% to 88% over the same period,
due to the expansion of the group. We are notyet reporting on Scope 3 emissions, but we areworking closely with our industry peers to help
develop this framework.
We achieved a 29% carbon reduction, 22% energy
intensity, 12% water intensity reduction (all per sqm), all in line against our 2012 baselines. We areon track with our Environmental Group Targets
for 2030, with positive progress made by our hotels
in meeting their individual property targets.

••••

Energy audits in our hotels at three-year intervals provide
insights to hotel operations, which inform recommended
strategies and efficiency projects. Eighteen energy
audits were performed between 2022 and 2023 in linewith guidance from the American Society of Heating,
Refrigerating and Air-conditioning Engineers Procedures
for Commercial Energy Audits with estimated futuresavings of US
We have continued our hard work of eliminating 99%
of single-use plastics across all operations in 2023 wherepossible and excluding supplier packaging. We estimateour efforts avoid more than 1000 metric tons of plastic
waste yearly.
Continuing our responsible procurement endeavours
from 2021, our key priority categories of endangered
seafood, coffee, tea, cocoa, vanilla and paper achieved
100% responsible sourced status, verified by Lloyd’s
Register Quality Assurance, our independent
third-party assurance.
Social impact is very important to us, as we strive toprovide support to the communities in which we operate.

In 2023:•••529 social impact initiatives
were conducted by colleagues.
52,000 volunteer hours werecarried out by colleagues.
USD$ 606,000 donations weremade in total from colleagues
and the Mandarin OrientalFoundation.

SUSTAINABILITY 2024

15

Our commitment
goals - 2030

HigherReduce30%

at Mandarin Oriental Hyde Park, London

15%

Energy intensity

At Mandarin Oriental’s 41 hotels and 9residences, in 24 countries and territories
around the globe, sustainability is about
doing the right thing by ourselves, by ourcolleagues, by our families, and by the planet.
At Mandarin Oriental Hyde Park London,
we have set ourselves five ambitious goals
for the future.

SUBSTAINABLE TARGETS:

1Reduce50%

Renewable energy

23

Waste intesity

54

ReduceReduceCarbon intensity

Water intesity

50%

40%

Every day we strive to ensure a better future for the next generations;protecting the environment, people, and communities are thefundamental pillars to which we devote our efforts every day.
“Doing the right thing”

We are proud to have been officially recognised by theGlobal Sustainable Tourism Council (GSTC) as a certified hotel,
acknowledging our commitment and dedication towards sustainability.