Annual Report 2019

immediately stop using it and would recall the food products and destroyed it. During the reporting period, the Group did not have any major incident of food recall due to food safety issue nor did it find any non-compliance case in relation to food safety laws and regulations that had a significant impact on the Group. In addition, the Group has taken further steps to provide customers with a healthy diet. Since early 2019, we have responded to the “Less Salt Less Sugar Campaign” organized by the Food and Health Bureau and designed a series of delicious and healthy dishes with more than 70% reduction in salt or sugar in our selected restaurants. (II) Quality Services in Property Management The Group follows the ISO9001 and ISO14001 standards to ensure quality property management services in our office building and shopping malls. Key service providers in such services as cleansing, water supply and sewerage maintenance are required to adhere to our standards as stipulated in contract. We strive to provide excellent environment to our tenants and customers. Since 2013, we have been identified with “Good Class” for the shopping mall and “Excellent Class” for office tower in “Indoor Air Quality Certification Scheme” by Environmental Protection Department. Customer Satisfaction and Quality Controls The Group strives to offer premium quality services and goods to customers and we believe that customer satisfaction and comments are of paramount importance to business success and sustainability. This entails our maintaining stringent product safety standards and a focus on health and safety issues in operations. A wide range of feedback channels, such as mobile app, social media and comment cards, are established to invite comments from our stakeholders. Any complaint received will be handled by corresponding teams for following up, and all comments are analyzed for ways to further improvement. To enhance customer satisfaction, the Group uses advanced technology to uplift our service quality. Such technological facilitations include a Mira Place mobile app to provide visitors up-to-date information about events and promotions in our malls, a virtual tour in the hotel website offering guests a 360 o view of the hotel rooms and facilities, and a mobile app in our travel business offering customers an integrated platform experience for search, application and e-payment. This year, we are honored to receive the “Smart Mobility (Smart Transportation) Silver Award” in the Hong Kong ICT Award organized by the Innovation and Technology Bureau of the Hong Kong Government. In addition, “Best Retail Innovation (Application) Award – Market Potential & Performance” has been presented by the Hong Kong Retail Technology Industry Association for the launch of Hong Kong’s first innovative e-parking service at Mira Place. With Internet of Things (“IoT”) technology, the e-PARKING in Mira Place App simplifies parking process with a few clicks to perform parking reservation, parking navigation, search for parked car location and online payment. Anti-corruption and Responsible Business Practice (I) Ethical Procurement & Marketing Practice As a responsible corporation, the Group is committed to achieving the highest level of business ethics with due consideration for the impact of our business activities on our customers, business partners, society and the environment. In our procurement process, we have established a fair vendor selection system through the vendor prequalification, competitive quotation and tendering processes, which covered assessment on company background, financial capability, skill set, necessary license, past performance, industrial experience and price comparison. Monitoring controls are in place to oversee the quality of their services and products, through performance review, complaint log, warning system, license validity checking and deregistration mechanism. In our sales and marketing process, we stand up for the highest integrity in promoting and advertising our products and services in ways that do not mislead our consumers. As such we have developed policies to ensure that menus in our restaurants should accurately reflect the actual products used. Nutrition labels for prepackaged food products will also be tested by accredited laboratory registered under Hong Kong Laboratory Accreditation Scheme (“HKOLAS”) so as to ensure the food products correspond with the declared values on the nutrition labels. During the reporting period, there was no confirmed case Environmental, Social and Governance Report Annual Report 2019 Miramar Hotel and Investment Company, Limited 040