Annual Report 2020

Product Safety and Service Quality (I) Food Safety in F&B Business The Group has hired professional hygiene teams to ensure food safety in our F&B operations. Our food hygiene control system is applied throughout the processes from food purchases to production, from preservation to catering. All food vendors are prequalified with assessment of high level of hygiene standard. Standard hygiene inspection procedures are also applicable to the food receiving procedures. On-site hygiene inspections and supplier audits are regularly conducted. Immediate rectification is requested when irregularity is identified. Recall procedures have been established to deal with food products with hygiene-related shortfall identified through customer complaints or our independent hygiene investigation. Our hygiene team is also responsible for daily monitoring of food safety as per alerts raised by the Centre for Food Safety. If any ingredients of our food products are proved as contaminated by the Centre for Food Safety, we will immediately stop using it and, where necessary, recall the food products for destruction. This year, as theGovernment imposed a series of hygienic and operational controls on the catering business with a view to arresting the transmission of COVID-19, the Group has established a monitoring mechanism to keep business operations closely updated on the relevant, changing regulatory requirements together with news on on-going developments. We have also increased our frequency of on-site inspections to ensure compliance. Furthermore, echoing to the Government’s social distancing measures, Mira Dining has also tailor-made a series of discounted takeaway menu, which includes Chinese, French and Italian cuisines, and offered a special discount on a-la-carte menu for takeaway orders, so as to encourage our guests to enjoy our delicious gourmet at home with their family in time of epidemic. 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. (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 mall. 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” to “Excellent Class” for our shopping malls and 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 their comments are of paramount importance to business success and sustainability. This entails ourmaintaining 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 with up-to-date information about events and promotions in our malls, a virtual tour in our 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, Mira Place received “Top Ten Malls of Digital EX Awards” and “Best CRM Campaign” from Metro Finance, in recognition of our effective use of digital platforms to improve customer shopping experience. We have also introduced 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. This innovative service is well recognized with awards in various industrial competitions, including “PC3 Platinum Brand 2019 - Smart Parking Service Award” by PC3 Magazine, “IT PRO Corporate Choice 2019 - CIO Choice Award” by ITO Magazine, “Hong Kong ICT Award 2019 - Smart Mobility (Smart Transportation) Silver Award” by the Innovation and Technology Bureau and “Retail Innovation Award 2019 - Best Retail Innovation (Application) Award - Market Potential & Performance” by the Hong Kong Retail Technology Industry Association. 043 Environmental, Social and Governance Report Miramar Hotel and Investment Company, Limited Annual Report 2020