Team project 2017 Dony Pratidana S. Hum Bima Agus Setyawan S. IIP

Transkripsi

1 Hak cipta dan penggunaan kembali: Lisensi ini mengizinkan setiap orang untuk menggubah, memperbaiki, dan membuat ciptaan turunan bukan untuk kepentingan komersial, selama anda mencantumkan nama penulis dan melisensikan ciptaan turunan dengan syarat yang serupa dengan ciptaan asli. Copyright and reuse: This license lets you remix, tweak, and build upon work non-commercially, as long as you credit the origin creator and license it on your new creations under the identical terms. Team project 2017 Dony Pratidana S. Hum Bima Agus Setyawan S. IIP

2 LAMPIRAN I xvi

3 Key Informan: Debby Guest Experience Manager Pullman Jakarta Indonesia Hari/tanggal: 2 Mei 2018 Waktu: Tempat: Executive Office Pullman Jakarta Indonesia Olivia (O) Debby Triana (D) O: Perkenalan diri dan jabatan di Pullman Jakarta Indoneia D: Saya Debby Triana selaku Guest Experience Manager Pullman Jakarta Indonesia, saya sudah di Pullman hampir 2 tahun O: Apakah Planet 21 merupakan program CSR yang diterapkan sehari-hari atau ada penetapan waktu tertentu untuk melaksanakannya? D: Planet 21 itu adalah our daily activity, Planet 21 itu dia bisa berupa, jadi dia ada yang daily terus ada yang berupa event, eventnya itu misal contohnya ada World Food Day di mana kita bisa mengurangi penggunaan food waste itu maksimal 30 persen, udah gitu kita ada Earth Day kayak kemarin yang kita nanem, jadi macemmacem, yang ada eventnya itu memang berdasarkan timingnya, tapi untuk ke harian lebih ke yang food waste segala macem itu, saving energy, misalnya apa nih saving energynya? Tadinya hotel kita kan gak banyak pake LED tuh koridornya, sekarang koridorya diganti sama LED lights dan yang biasanya kita di depan kamar itu ada dua, sekarang kita cuma satu, makannya koridor kita gelap. Kalo misal dari kitchen selain food waste, dia ada bikin marmalade sendiri, dia bikin dari kulit jeruk, bikin marmalade sama dia bikin croutons, tau roti-roti yang gak kepake itu dikeringin dijadiin croutons sama mereka. Terus yang kayak serpihan-serpihan, kan cake itu bisanya dibentuk gitu kan, terus ada pinggiran-pinggirannya yang gak kepake gitu kan, sama mereka dibulet-buletin, dijadiin kayak rum ball gitu, dijadiin buat amenities, jadi amenitiesnya sendiri adalah hasil basically dari reusing repurposing bukan recycle ya karena beda, repurposing dari si ingredientsnya, jadi yang tadinya

4 biasanya kita buang, sekarang kita bisa tambahin lagi ingredientsnya gitu tapi masih bisa dimakan. O: Planet 21 terbagi dalam 4 pilar program keberlanjutan (Plant for the planet, Stop eksploitasi sekual terhadap anak, eco-design, dan pangan sehat), bisa dijelaskan masing-masing isi programnya dan contoh kegiatan yang sudah dilaksanakan dalam operasional sehari-harinya? D: Planet for the planet itu basically kalo misalnya manage, jadi tiap tahun Accor akan minta setiap, misalnya kita jual 4000 kamar, setiap 20 kamar dari penjualan itu akan dibeli untuk membeli 1 buah pohon, nanti sama dia pohonnya akan di taro di, terserah, mereka punya ada namanya PUR Project disebutnya, PUR Project ini jadi dia, third party ya, jadi perusahaan ketiga yang ditunjuk sama Accor Paris untuk ngelola uang dari si CSR ini, jadi sama mereka PUR Project ini dia punya dua di Indonesia, satu di Takengon Aceh sama satu lagi yang di Bali yang di West North, kayak apasih, kayak taman hutan lindungnya yang di Bali yang di daerah Barat gitu. Yang di Takengon itu, dia ngesupporting si Coffee Industry. Coffee Industrynya itu kan sebenernya kopi itu kan gak bisa berdiri sendiri, dia gak bisa bikin farm gitu kan, jadi PUR Project ini adalah dari uang yang kita saving, eee, dari minimum expenses yang kita keluarkan gara-gara kita nyuci laundrynya gak sebanyak yang seharunya, karena tamu basicly ngeliat kartunya itu, ok akan gantung lagi jadi gak tiap hari ganti linen itu, itu kan kita ada benefit, basicly kita ngurangin expensesnya kan tapi kita dikasih persenan yang harus kita bayar ke Accor. Nah, si uangnya itu sama dia dibeliin pohon, pohon si perkebunan kopi ini, jadi sustainable farmer, sustainable farmnya mereka. Nah, si kopi ini terus dijual sama si farmnya itu ke perusahaan lain, tapi kita sih lagi on the process katanya untuk bikin special coffee yang hanya dijual untuk luxury hotelnya Accor berdasarkan dari farmer ini, tapi si mixturenya itu lagi dikembangin di Accor Singapur, gitu lah idealnya seperti itu.

5 Nah, itu linennya yang kayak ini, di kamar kita udah ada kok, tau kan informasi yang kayak if you want to still use this towel just leave it, di gantung itu Planet for the planet, jadi nanti berapa persen dari kamar yang kita jual tiap tahunnya, pokonya setiap 20 kamar harus nanem satu pohon. Stop eksploitasi anak itu, ada di HRD, kita ada WATCH. Jadi WATCH itu gimana kita bisa identify ini termasuk eksploitasi buat anak kecil atau engga, jadi peran pentingnya adalah bagaimana kita bisa, si security ngeliat is this matching or not? Si front office juga nanya ini siapanya, jadi lebih identify aja sih. O: Apakah ada keterlibatan pihak eksternal dalam Planet 21? (tamu hotel/komunitas/mitra) D: Iya, contohnya tamu hotel, kita kan ada box tuh di depan yang batre sama tree for hope yang tamunya bisa nyumbang buat nanem pohon, terus komunitas, yang kemarin Planet 21, jadi we work together with buat nanem atau yang food wastenya itu kan yang kita kasih makanan hotel ke orphanage, dari makanan yang masih layak tapi di kasih ke orphanage jadi kayak supply mealsnya jugakan. Terus dari mitra paling yang ini, jadi kita jual, instead of buang si minyak goreng yang udah kita pakai, kita jual lagi ke mereka dengan harga lebih murah dan kondisi yang masih baik juga. O: Dalam proses eksekusi program CSR, sebelum menetapkan aktivitas yang akan dilakukan, tentunya ada identifikasi permasalahan lingkungan, seperti apakah cara yang dilakukan manajemen Pullman? D: Hmm., biasanya kita akan liat, apa nih trainingnya karena si CSR itu gak hanya mengenai helping, tapi apa sih yang lagi happening apa yang lagi dibutuhkan biasanya kita akan, biasanya emang kita identifikasi dulu misalnya, kemarin kita lagi bahas tamen pohon, gak mungkin kan kita kalo tanam pohon di pinggir jalan,

6 karena itu juga gak ada yang ngurus kan at least kita, kenapa kita ngebahasnya ragunan karena; satu, ragunan tuh jantung hutannya kota, kedua, itu akan di kemudian harinya potensial ditebangnya juga gaada kan karena itu memang punyanya, basically itu memang daerah memang harusnya dia ditanam, ketiga, jadi kita memang mau kasih sesuatu yang ada manafaatnya bagi tempatnya sendiri jadi memang tujuannya adalah jadi memang kita kasih tempatnya di Ragunan, toh juga nanti anak cucu kita, once their children will go to the zoo, so they can see it oh this is the planet my father plants like years ago, so it also relates to the memory and everything. Ya, biasanya sih kita lebih fokusin ke apa sih trainingnya saat itu, apakah itu dibutuhkan atau tidak. O: Dalam identifikasi masalahnya, dari mana saja sumber informasi didapatkan? Apakah terdapat aktivitas diskusi dengan stakeholder lain (komunitas/konsumen/mitra perusahaan/pemegang saham)? Jika ya, seperti apa pelaksanaannya? D: Kayak gitu, kita lebih liat ke trendingnya, biasanya marcom akan kasih tau oh sekarang trendingnya lagi apa Komunitas, konsumen, mitra itu gak ya, jadi biasanya antara executive com aja. O: Apakah ada unsur lain (contohnya; budaya nasional/sifat bisnis) dalam eksekusi progam? D: Iya, budaya nasional iya, sifat bisnis juga iya, karena kan jatuhnya kayak promotion kan.

7 O: Setelah menampung seluruh sumber informasi mengenai ancaman dan peluang dalam melakukan program CSR, pertimbangan apa saja (dari internal) yang dilakukan untuk mengeksekusi suatu program CSR? D: Biasanya sih kalo kita bikin event itu kita Is it good enough for us? kayak, jatuhnya juga kayak lebih promotion juga sih, karena buat apa kita ngerjain sesuatu saat semua orang lain udah ngerjain? That s no effect on it. Jadi kita selalu ngeliat What we can do more? What the effect? dan bisa ngasih promotion or media expose apa yang kita bisa dapatkan. O: Dari 4 pilar program tersebut, siapa saja sasaran programnya? Apakah ada perbedaan sasaran dari masing-masing program? Jika ya, mengapa? D: Stop eksploitasi terhadap anak obviously sasarannya adalah awareness ke employee kita sendiri, karena kan sebenarnya semua bisa dicegah asal kitanya juga aware apakah ini eksploitasi atau berdasarkan suka relawa. Uhm, karena ya lebih kita dan lebih ke society ya. Planet for the planet itu obviously world wide karena CSR ini bukan Pullman aja, tetapi memang kita undernya Accor, jadi kita itu ditentukan bayar berapa. O: Apa pesan kunci dari Planet 21? D: Supporting society. O: Setelah mengeksekusi programnya, usaha apa yang dilakukan untuk mengomunikasikan program/kampanye yang akan dilaksanakan kepada internal perusahaan?

8 D: Kalo internal sih paling HRD, biasanya kita invite people untuk ikutan ya kayak biasalah kalo ada acara-acara bisa mailing list atau gak group Whatsapp, biasanya sih excom-excom, pokoknya kita udah kasih tau ini tujuannya ini terserah dari mereka mau tunjuk siapa tapi harus ikut kayak gitu. Kampanye lagi yang dilakukan kayak contohnya pada saat induction itu WATCH kayak gitu kan secara garis besarnya kan buat yang first timer buat yang baru-baru. O: Penilaian seperti apa yang dilakukan untuk mengukur keberhasilan program Planet 21? D: Kita itu ada GAIA Audit, GAIA itu adalah sekali lagi third party yang ditunjuk Accor untuk mengaudit kita, dia akan kasih list, musti diisi apa saja harus complete list itu plus including buktinya kalo kita ngerjain. Jadi aka nada check list yang di kasih sama si GAIA, jadi biasanya at the beginning of January tanggal per 31 itu closingnya dia akan minta semuanya, jadi dia ada yang namanya bronze, silver, gold, dan platinum. Platinum itu berarti sudah ngerjain semuanya.

9 Key Informan: Pricilia - Public Relations Manager Pullman Jakarta Indonesia Hari/tanggal: 2 Mei 2018 Waktu: Tempat: Gedung Annex Kawasan Pullman Jakarta Indonesia Olivia (O) Pricilia (P) O: Perkenalan diri dan jabatan di Pullman Jakarta Indonesia P: Aku dengan Pricila, jabatannya sebagai PR Manager di Pullman Jakarta Indonesia O: Apakah Ibu bisa menjelaskan secara garis besar apa itu Planet 21? P: Ok, Planet 21 itu adalah kegiatan...bisa dibilang kegiatan dari CSR dari Accor AcccorHotels sendiri, bukan cuma untuk Pullman sebenarnya, itu adalah program yang dicanangkan semua masing-masing properti termasuk Pullman Jakarta Indonesia. Nah Planet 21 itu gak cuma gak cuma hal yang berkaitan tentang lingkungan, tapi juga berkaitan dengan kegiatan sosial kepada sesama gitu salah satunya juga ada di bawah payung Planet 21 juga ada namanya ATFAC (A Tree For A Child) kayak gitu sih, jadi kita punya anak yatim kita bina, yang merupakan salah satu kegiatan sosial. O: Apakah ada keterlibatan pihak eksternal dalam Planet 21? (tamu hotel/komunitas/media) P:Ok, sebenernya gini, semua kegiatan itu dibikin sama pihak internal, which is dari kita sebagai management terus bikin juga keterlibatannya dengan staf-staf kita terus kita somehow encourage tamu-tamu kita, kita juga bekerjasama dengan komunitaskomunitas yang terkait, somehow kita juga invite media untuk acara-acara yang

10 memang ada news value. Kalau untuk tamu hotel, kita pernah membuat acara yang melibatkan tamu hotel itu adalah, let s say kita ajak tamu untuk menyumbangkan apa barang-barang yang tidak digunakan lagi untuk disumbangkan ke yatim piatu atau ada kita juga pernah mengadakan nanam bersama itu dengan kita bisa ajak tamu juga, tapi biasanya tamu gak sampe segitunya ya cuma, kalo untuk support-support dana aja sih mereka mau gitu.. Nah kalo untuk kita melibatkan dengan komunitas ya itu kita kerjasama dengan yayasan-yayasan, terus udah gitu kerjasama either itu dengan yayasan yatim piatu, dengan yayasan autism, atau banyak sih yayasannya berbagai macam gitu O: Usaha apa yang dilakukan dan media apa yang digunakan untuk mengomunikasikan program/kampanye yang akan dilaksanakan kepada eksternal perusahaan? P: Hmm, usahanya sih, kita kalo untuk usaha komunikasi sendiri, kita biasanya mulai dari below the line kayak poster gitu-gitu, poster internal ya, yang didalam hotel, digital poster, yang biasa lah gitu lah, atau kadang kita juga sampai social media juga ada, terus udah gitu, kita juga ada banyak sih banyak yang kita lakukan, semaksimal mungkin yang kita bisa. O: Pada media apa saja promosi mengenai Planet 21 dilakukan? P: Oh Ok, kita sih, mostly kita, aku sih pasti bikin press release kalo memang itu menarik, kayak misalnya kayak kemarin pas Earth Hour, kita kan bikin acara Earth Hour, terus udah gitu kita intinya Save Our Earth kan, intinya gitu kita bikin campaign, kita nunjukkin bahwa kita peduli dengan lingkungan dengan small action. Terus udah gitu, acara-acara lain juga misalnya kalau acara menanam atau acara ke yayasan segala macam kita bikin Internal Release. Internal Release itu biasanya melalui YAMMER, YAMMER Social Media, jadi YAMMER itu adalah kayak

11 Facebooknya within Accor internal gitu, jadi di situ kita publish, publishnya ke seluruh Accor worldwide, jadi semua properti tau bahwa Pullman Jakarta Indonesia melakukan kegiatan ini untuk CSR kayak gitu, seperti itu., biasanya itu lebih ke internal media, nanti kalau misalnya untuk eksternal media juga bisa, kadang kalau memang big campaign yang misalnya, nanti kita mau bikin nih halal bihalal dengan anak yatim, kita bikin, hmm kita bikin press releasenya kita sebar ke media-media kayak gitu sih. Sebenarnya ada, upcoming kita ada, kita punya halal bihalal di bulan Juni, di bulan Juli yang menarik itu kita ada bikin painting exhibition dan exhibition sama anak-anak autism gitu. Nanti paintingnya akan dijual, dilelang gitu ke tamu-tamu kita. Hasil dari uang lelangnya itu akan kita sumbangkan ke Yayasan ATFAC yang memang sudah di bawah Planet 21. O: Dalam promosi sosial media, apakah ada guideline yang digunakan dalam memberikan informasi mengenai Planet 21? P: Eee, gaada sih, sebenernya gaada guideline yang terlalu kaku gimana, cuman ya intinya kita memang secara highlights aja, karena kan social media kita gak bisa terlalu jelas kan gimana gimananya, kita yang the whole bener-bener highlight, today kita ngelakuin ini, today kita ngelakuin ini. O: Apa saja kendala komunikasi yang didapatkan dalam masa kegiatan mempromosikan Planet 21? P: Eee, mungkin kendala komunikasinya, kadang karena orang Indonesia, yang culture-nya masih kurang terlalu peduli ya, kurang, beda sama orang Eropa mungkin yang lebih peduli sama hal-hal yang berkaitan dengan sosial, kalau orang Indonesia lebih cenderung kayak sekedar mau tau, tapi mereka yang kayak, pasif gitu.

12 O: Karena sifat mediumnya, kadang dalam media sosial terjadi overpromoting, apa langkah yang dilakukan jika Pullman mendapatkan reaksi seperti itu? P: Sejauh ini sih kita selalu, bisa dibilang sih, gak pernah sih ya kena reaksi overpromote, karena kita selalu punya banyak hal yang bisa dibicarakan gak cuma satu hal ini aja gitu, biasanya kita emang udah plot-plot-in sih kalo memang terjadi sampai ada complaint dari followers misalnya yang reaksi, kok ngomongin ini mulu sih atau gimana atau promosi mulu atau overpromote dan lain-lain, kita mungkin yang akan lebih di review lagi aja supaya gak ngebosenin lah ibaratnya, kan mereka bisa complaint karena ngebosenin atau gitu-gitu. O: Dari mana sumber evaluasi dilakukan? (interactive feedback/laporan tahunan CSR) P: Biasanya sih kiat liat feedback-nya langsung sih ya gak perlu nunggu lama, so far kalau acaranya memang berhasil, campaignnya berhasil, terus tamu-tamu suka, terus udah gitu melalui dari feedbacknya orang-orang di luaran juga seneng gitu, itu, itu udah termasuk berhasil sih, udah termasuk evaluasi juga, kita gak ada report yang detail atau gimana-gimana kalau ibaratnya tidak ada complaint, tidak ada masalah itu kita katakana berhasil.

13 Informan: Willy Gowandy Staf Pullman Jakarta Indonesia Hari/tanggal: 27 April 2018 Waktu: Tempat: Starbucks Central Park Olivia (O) Willy (W) O: Perkenalan diri dan jabatan di Pullman Jakarta Indonesia W: Perkenalkan nama saya Willy, saya salah satu staf catering sales di Pullman Thamrin Jakarta. O: Apakah bisa menjelaskan secara garis besar apa itu Planet 21? W: Jadi Planet 21 adalah sebuah program CSR dari AccorHotels group, di mana program ini fokus pada empat pilar penting yaitu, plant for planet, eco design, pemberantasan eksploitasi seksual terhadap anak, dan pangan sehat untuk orangorang. Kalau menurut aku sih, aku liat fokusnya, fokusnya lebih ke plant for planet ya, jadi eee, untuk di Hotel Pullman sendiri lebih ke plant for planet, jadi fokusnya lebih untuk menanam tanaman dan lingkungan. O: Pesan kunci apa yang ingin disampaikan perusahaan kepada sasaran program? W: Jadi key messagenya itu adalah, jadi kita di sini memiliki fisi dan misi yang sama hingga tahun 2020, turut berpartisipasi dan berinovasi dalam membantu lingkungan alam dan sosial untuk membuat kehidupan yang lebih baik. O: Bentuk keterlibatan seperti apa yang telah dilakukan dalam pelaksanaannya program Planet 21?

14 W: Sebagai partisipan untuk kegiatan plant for planet di sekitaran hotel bersama teman-teman karyawan-karyawan dengan ikut serta menanam tanaman hijau dan biopori. O: Bagaimana cara panitia inti mengomunikasikan program/kampanye Planet 21 kepada seluruh internal perusahaan? W: Untuk cara menginformasikannya tuh mengirimkan kepada karyawankaryawannya jika teman-teman karyawan ingin ikut berpartisipasi bisa menghubungi internal perusahaan dannanti akan dibuatan group dan nanti teman-temannya akan diinvite disitu untuk ikut serta membantu kegiatan planet 21 ini. Yang merencakan ini dari department HRD. O: Apakah Ibu pernah melihat atau mendengar kampanye Planet 21 pada media online? Jika ya pada media apa dan seperti apa bentuknya? W: Kebetulan sih aku pernah lihat ya di media sosial yaitu di Instagram, aku pernah liat di Instagram Pullman itu, kebetulan itu hari campaignnya Earth Hour, jadi untuk mendukung dalam penghematan listrik. O: Dari individu Anda sendiri, apakah manfaat yang dirasakan dari pelaksanaan Planet 21? W: Untuk maanfaatnya sendiri, jadi sekarang saya menjadi lebih aware ya, sama lebih peka juga terhadap perbaikan lingkungan sosial dan lingkungan alam, itu merupakan visi misi dari Planet 21 sendiri yaitu, dalam melestarikan lingkungan dan membantu kehidupan supaya lebih baik. Saya jadi lebih peduli lingkungan lah seperti itu, lebih aktif berpartisipasi dalam kegiatan-kegiatan menjaga lingkungan, seperti itu. Bisa dibilang campaign dan programnya Planet 21 sangat positif dan menurut

15 saya anak-anak muda serta teman-teman yang belum tau ini harus diberi tahu juga dengan program Planet 21 ini, jadi semakin banyak yang aware terhadap lingkungan.

16 Informan: Acha Tamu Hotel Pullman Jakarta Indonesia Hari/tanggal: 12 Juni 2018 Waktu: Tempat: Quiznos, Menteng Olivia (O) Acha (A) O: Selamat malam, perkenalkan saya Olivia dari Universitas Multimedia Nusantara, hari ini saya menemui Mbak untuk membantu saya menjadi salah satu informan guna keperluan skripsi saya mengenai Planet 21, pertama-tama mungkin bisa perkenalkan diri dahulu... A: Halo, nama saya Acha, umurnya 27 tahun, saya tamu di Pullman Hotel Thamrin, saya nginep di Pullman tuh, hmm, weekend kemarin yah, 3 hari 2 malam. O: Menurut sepengetahuan Anda, apakah Mba bisa menjelaskan apa itu Planet 21? A: Eee.., yang saya tahu ya Planet 21 itu program CSR dari Pullman, terus hmm.., programnya ada banyak nih, kalo gak salah mereka ada nanem pohon, terus penghematan energi, terus apalagi yah, pokoknya ada banyak deh yang saya tahu ya. O: Pesan kunci apa yang ingin disampaikan perusahaan kepada sasaran program? A: Pembangunan berkelanjutan. Jadi pengennya tuh kedepannya bumi tuh masih bagus dan layak ya, jadi kita tuh seusaha mungkin gak ngerusak dan n gejaga kelestarian bumi ini gitu lah inti yang saya dapat. O: Bentuk keterlibatan seperti apa yang telah dilakukan dalam pelaksanaannya program Planet 21? A: Hmm, oh! kalo untuk tamu ya, kita cuma dikasih tau mengenai campaignnya itu lewat semacam TVC di tiap kamar, jadi kalo kita nginap dan nyalain TV di kamar

17 pertama kali pasti keluar semacam video kampanye tenteng Planet 21 itu. Terus ada juga, di tiap kamar ada kayak, apa tuh card gitu di meja, di gantungan baju, yang isinya hemat pemakaian air, hemat listrik, terus handuk juga. O: Bagaimana cara panitia inti mengomunikasikan program/kampanye Planet 21 kepada seluruh internal perusahaan? A: Saya sih waktu itu juga dikasih tau lewat front office, tapi cuma sekedar info farewell aja info...sekilas info lah ya, tapi kalo di Hotel Pullman sendiri itu ada kayak semacam green campaign box yang aku liat, disitu kita bisa beli satu tanaman kecil dan nyumbang berapapun jumlahnya untuk kontribusi di Planet 21 ini. O: Media apa yang digunakan untuk mengomunikasikan program/kampanye yang akan dilaksanakan kepada eksternal perusahaan? A: Aku sih sempet liat di Instagram ya, tapi pas aku liat itu di postannya itu program menanam bersamanya udah lewat, tapi selain itu yang aku liat di beberapa postingannya Pullman juga tentang kampanye Planet 21 ini. O: Apakah Mba pernah melihat atau mendengar kampanye Planet 21 pada media online? Jika ya pada media apa dan seperti apa bentuknya? A: Paling ya itu dari Instagram sih. O: Dari individu Anda sendiri, apakah manfaat yang dirasakan dari pelaksanaan Planet 21? A: Sebagai tamu ya, sebenernya kita jadi tau sih ya, sebenarnya langkah menjaga bumi ini gak dari menanam pohon doang, misalkan bisa juga dari penggunaan ulang handuk gak sekali pake cuci...kayak gimmicknya yang dikasih tau hotel. Terus ternyata untuk Hotel Pullman yang udah ngeluarin sumber daya yang banyak, mereka juga bisa nih membantu dan menghimbau tamunya ikut menjaga kelestarian bumi, terus jadinya saya bisa jadi ikutan deh acara sosial kayak gini.

18 Field Note Pullman Jakarta Indonesia M.H. Thamrin, Jakarta Pusat, 8 Mei 2018 Olivia Hasana Dharmawan KETERANGAN TEMPAT Kamar Grand Deluxe (disediakan oleh rekan sebagai bahan penelitian kebutuhan showing room) WAKTU AKTIVITAS Hasil observasi 1:28 14: 10 Melihat isi kamar dan mencari kampanye Planet 21

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20 Field Note Pullman Jakarta Indonesia M.H. Thamrin, Jakarta Pusat, 7 Mei 2018 Olivia Hasana Dharmawan KETERANGAN TEMPAT Pintu masuk lobi WAKTU AKTIVITAS KOMUNIKASI NON-VERBAL INTERPRETASI PENGAMAT 10:37 12:00 Dua petugas keamanan (dua perempuan dan satu laki-laki) memeriksa semua orang yang hendak masuk hotel dan disambut oleh welcomer, bagian dari Hotel Pullman. -(10:39) Senyum selalu diisyaratkan dari petugas keamanan sambil menggerakan tangan sebagai isyarat selamat datang -(10:39) Sambil mengatakan sesuatu si tamu menaruh barang bawaannya sambil berbicara dengan teman di belakangnya. -Pullman Jakarta Indonesia mengimplementasikan kampanye feel welcome kepada tamunya, agar tamu mendapatkan pengalaman baik dengan pelayanan yang hangat -(10:40) Tamu tersebut berjalan ke arah receptionist counter Meja resepsionis 14:10 14:45 Seorang bapak dan seorang datang menghampiri meja resepsionis untuk melakukan check-in -(14:10) Seorang bapak dan anak sampai di hotel disambut oleh welcomer -(14:10) Welcomer perempuan terebut berbicara kepada sang bapak yang menggandeng anak laki-laki -(14:10) Salah satu petugas kemanan yang bertugas di lobi hotel terus memantau gerak gerik sang bapak dan anak kecil tersebut -Sesuai dengan kampanye WATCH, personel hotel diwajibkan untuk selalu waspada terhadap tamu hotel yang sekiranya sebagai bentuk tanggung jawab kepada beberapa yang dianggap mencurigakan untuk dipastikan tidak ada ancaman ekploitasi yang terjadi -(14:11) Welcomer tersebut mengantar keduanya ke meja resepsionis -(14:11 14:27) Petugas resepsionis (front office agent) perempuan berbicara kepada

21 keduanya dan beberapa kali meminta dokumen kelengkapan dari sang bapak. Pojok lobi tempat battery box 15:00 16:00 Beberapa tamu menghampiri box tersebut -(15:12) Seorang tamu perempuan expat mengampiri dan melihat-lihat box baterai -(15:20) Seorang tamu perempuan lainnya melihat dan jongkok untuk membaca instruksi pada boxnya Terlihat adanya ketertarikan beberapa tamu terhadap kamapanye box baterai yang diletakkan di lobi -(15:34) Seorang tamu expat laki-laki sempat berhenti sebentar dan memutari box tersebut

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26 LAMPIRAN II xvii

27 COMMIT TO SOCIETY Planet 21 offers Improve your hotel performance with sustainable initiatives September 2017

28 Our vision Drive the change towards positive hospitality wherever we are AccorHotels / Planet 21 offers September

29 Why does sustainability matter? Our world is facing huge challenges Hosting more than 500,000 guests every day generates significant impacts on the Planet, and a great responsibilities to balance our activities with the People working our living in our ecosystem. Every one of our hotels is a world in itself that has to address key challenges to run its business in a sustainable manner: +250,000 employees in our hotels We must ensure good working conditions and respect human rights everywhere in our value chain 1 out of 7 human being is malnourished 1 out of 5 human being lives in extreme poverty Our duty is also to share wealth and solidarity 85 to 90% of hotels turn over is injected in local economy, ensuring our local anchorage ~2M children are sexually abused each year in the frame of travel and tourism More than 30% of world food production is lost or wasted 1 out of 4 hotels is located in a water stressed area Some cities are already experiencing water shortage Each hotel produces an average of 45 t/year 50% being food waste ACCORHOTELS IN SOME KEY FIGURES 4,7 Mt CO 2 = Our carbon footprint 60 M m 3 = Our global water consumption 1 M JOBS = Number of people working in AccorHotels value chain AccorHotels / Planet 21 offers September

30 Why does sustainability matter? Business is more and more impacted OUR CLIENTS EXPECT MORE SUSTAINABLE EXPERIENCES WE MUST FACE A GROWING PRESSURE FROM THE SOCIETY ON B2C SIDE, SUSTAINABILITY IS A GLOBAL TREND Today s guests are concerned about social responsibility and the environment. 80% ARE AWARE OF COMMITMENTS TO SUSTAINABLE DEVELOPMENT. Half of them make it a criterion when selecting a hotel. OUR B2B CLIENTS PAY BROADER ATTENTION TO SUSTAINABILITY PERFORMANCE 94% OF B2B CLIENTS consider CSR as an important issue. 53% OF THEM USE CSR as an additional criteria to segregate offers. 33% even disqualify offers given poor CSR performance. LEGAL CONSTRAINT IS HIGH On topics like global warning, human rights, data protection, transparency national and international legal framework is growing. Companies are more and more expected to act. Ex. Paris Agreement (COP 21) will mean an average reduction of 80% of CO 2 emissions in each hotel Ex. Duty of vigilance law in France compels AccorHotels to make sure that all our suppliers respect international standards for human rights and environment MANAGING REPUTATION IS CHALLENGING NGO s are sometimes very offensive towards business players (ex. animal welfare). Any social or environmental breach is now buzzing on social media with immediate effects on reputation. AccorHotels / Planet 21 offers September

31 The benefits of sustainability for your business MEET & ANTICIPATE GUESTS AND EMPLOYEES EXPECTATIONS & BRING INNOVATION OPTIMIZE YOUR P&L AND YOUR ASSET VALUE MANAGE YOUR RISKS AND REPUTATION You increase your hotel s attractiveness and differentiate from competitors You enrich guest experience and increase your guests satisfaction and loyalty thanks to your commitments You secure B2B sales revenue with good score on sustainable criteria in requests for proposals (RFPs) You improve staff loyalty and motivation by providing better working conditions and engagement You innovate with new concepts, offers or services that answer clients growing expectations You reduce your hotel s energy and water costs You reduce your food cost though better food waste management You secure and even increase the gross asset value of your property thanks to better environmental technology and performance You have access to a series of tools to mitigate your risks, ensure legal compliance and manage reputation on a wide range of issues: Corruption Money laundering Sexual exploitation of children Procuring / prostitution Sexual harassment Discrimination Carbon emissions Waste management Water stress Etc. And at the end of the day, you improve your license to operate and your local anchorage AccorHotels / Planet 21 offers September

32 AccorHotels is pioneering and leading sustainability in hospitality 1 ST HOTEL S ENVIRONMENTAL CHARTER CREATION OF THE SUSTAINABLE DEVELOPMENT DEPARTMENT CREATION OF OPEN, TOOL TO PILOTE SUSTAINABLE DEVELOPMENT PERFORMANCE PLANT FOR THE PLANET LAUNCH PARTNERSHIP WITH ENERGY OBSERVER CREATION OF GAÏA, TO REPLACE OPEN / 2011/ 2016/ CREATION OF THE ENVIRONMENT DEPARTMENT 1 ST HOTEL GROUP COMMITTED TO FIGHTING SEXUAL TOURISM, IN PARTNERSHIP WITH ECPAT SIGNATURE OF THE PACTE MONDIAL DES NATIONS UNIES 1 st SUSTAINABLE PROCUREMENT CHARTER EARTH GUEST LAUNCH PLANET 21 LAUNCH PLANET 21 ACTING HERE! LAUNCH BEST RECOGNISED COMPANY ACCORDING TO CSR RATING AGENCIES: RobecoSAM FTSE4Godd Euronext Vigeo STOXX MSCI Ethibel AccorHotels / Planet 21 offers September

33 Planet 21 - Acting Here! is the Corporate Social Responsibility (CSR) program of AccorHotels, implemented in all hotels / all brands across the world. It sets a series of objectives for 2020 in order to tackle AccorHotels main issues and drive innovation. The program is structured around 6 pillars: our 4 main stakeholders (employees, clients, partners [hotels owners and suppliers] and local communities) + 2 priority fields (food & beverage and buildings). 1/ Act as an inclusive company for our people 72 % EMPLOYEE ENGAGEMENT SCORE Our goal? To act as an inclusive company, meaning we: Are open to all and proud See differences as of our differences opportunities to spur Empower people and innovation, grow local encourage talent to blossom roots, step up performance and nurture dedication Care about our employees wellbeing and balance VIVAH In South America, AccorHotels has launched VIVAH, which aims to promote the welfare of all employees in the region through three pillars: health, food and physical activity. AccorHotels / Planet 21 offers September

34 2/ Engage our GUESTS in a sustainable experience Guests consider our hotels like a second home where they can sleep, eat, unwind, etc. This proximity with our guests means we have a unique responsibility; that of guaranteeing them quality products and services with a high environmental and social performance. It also means we can forge even stronger bonds around sustainable development issues, so that ultimately, we can encourage them to take action with us. SOME ACHIEVEMENTS AFTER 1 YEAR OF IMPLEMENTATION 45 % OF OUR HOTELS ACHIEVE BRONZE LEVEL Eco-designed bed & amenities Near 40% of hotels have ecodesigned bedding in guest rooms. Near 90% offer eco-friendly amenities (soaps, shower gels, shampoos). Green stars Through the Green stars operation, we promote towards our guests the great commitments of our hotels around Planet 21: +60,000 guests have voted to designate the best 3 projects among +600 hotels achievements AccorHotels / Planet 21 offers September

35 3/ Co-innovate with our PARTNERS to open up new horizons Our goal: to co-innovate with our partners to open up new horizons and give a concrete form to our vision of positive hospitality. At the same time, we commit ourselves to a wider responsibility and must: extend our social, societal and environmental commitments to our partners, involve them in our progress, and raise standards all along our value chain. THECAMP Create a more sustainable and inclusive future As a partner of thecamp, the first European campus dedicated to emerging technology and social innovation, AccorHotels will lead the way to imagine new solutions for sustainable cities and inclusive hospitality. AccorHotels / Planet 21 offers September

36 4/ Work hand-in-hand with local COMMUNITIES for a positive impact Respect host communities. Care for the most vulnerable. Protect local ecosystems. We foster sustainable social and economic development, and support communities, wherever our hotels are. SOME ACHIEVEMENTS Solidarity AccorHotels Plant for the Planet +3,000 HOTELS COMMITTED TO LOCAL SOLIDARITY PROJETS 85 % HOTELS IMPLEMENT OUR PROGRAM AGAINST SEXUAL EXPLOITATION OF CHILDREN 5M TREES PLANTED IN 26 COUNTRIES WITH PLANT OF THE PLANET +270 projects in 40 countries supported by our employees to fight exclusion through professional integration. Thanks to guests towel reuse, AccorHotels finance tree plantation with laundry savings and act for a more ecologic agriculture through agroforestry in +200 projects in 26 countries. AccorHotels / Planet 21 offers September

37 5/ Move towards carbon neutral BUILDNGS -8,4 % WATER CONSUMPTION ,2 % ENERGY CONSUMPTION Zero carbon, zero waste as well as increasingly controlled water consumption, notably through recycling. This is the target AccorHotels has set for its buildings. Today, we act with AccorInvest to improve all the hotels they own, i.e. about 30% of our portfolio. This is just the beginning. We will not stop there. First BBCA hotel : Jo&Joe Paris SOME ACHIEVEMENTS Plant for the Planet AccorHotels innovate in the field of new construction design & process with the first ever low carbon hotel labelled BBCA: Glued laminated timber superstructure, innovative energy and digital architecture, ecofriendly materials, low impact construction work As a main partner of the electric & hydrogen vessel Energy Observer, that will circumnavigate the world without any carbon emission, AccorHotels has access to the most innovative and advanced technologies and work with the world leading researchers to roll it in our hotels. AccorHotels / Planet 21 offers September

38 6/ Strive for zero food waste & healthy, sustainable FOOD +600 VEGETABLE GARDENS WORLDWIDE -50 % TO -80 % FOOD WASTE REDUCTION IN OUR PILOT HOTELS Our hotels serve 150 million meals a year. Because we are also restaurateurs, because today s food model is not sustainable, and because our guests want quality food products, we must take concrete action regarding food, which is a high-stakes issue for our Group. Our Goal? To offer our guests healthy, sustainable food and also to eliminate food waste. Too Good To Go partnership SOME ACHIEVEMENTS Planet 21 café Breakfast buffets and meals leftovers are sold at low price, in the Too Good To Go application, meaning additional revenues and traffic for the hotel. A 100% sustainable experience in a successful F&B concept: recycled furniture, local food, collaborative project lead by the hotel team. AccorHotels / Planet 21 offers September

39 Supports and tools to manage sustainability in your hotel PLANET 21 IN ACTION GAÏA PLANET 21 NETWORK COMMUNICATION PARTNERS Plug & play roadmap and toolkit with factsheets, trainings, ready to use kits, referenced products & partners, etc. Planet 21 levels (Bronze, Silver, Gold, Platinum) to pave the road to progress A unique and ergonomic tool to manage actions (Planet 21, compliance, safety) and all data (energy/ carbon, water, waste ) +120 dedicated people worldwide to bring you daily support and promote your achievements Ready to use tools to communicate in your hotel, on the web, in social medias A network of partners and NGOs in the countries to support you locally (agroforestry = Pur Projet, Charity projects = Solidarity AccorHotels, child protection = ECPAT, animal welfare = Humane Society ) BILLABLE SERVICE Food waste: Monitor food waste thanks to an app connected to a weighing scale and access to analytics to reduce by 50 to 80% your food waste day after day. Earn 2 to 5% food cost. More services on coming: Energy and Carbon efficiency (for construction/renovation and exploitation); Waste optimization; Urban agriculture AccorHotels / Planet 21 offers September

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41 Planet 21 In Action, hotels sustainable development roadmap PEOPLE GUESTS PARTNERS COMMUNITIES F&B BUILDINGS 16 MANDATORY ACTIONS 1. Appoint a Planet 21 manager 2. Train staff on respecting the values and ethical rules of the Group 3. Train staff on eco-friendly behaviours specific to their jobs 4. By default, reuse sheets for stays longer than one night 5. Offer eco-friendly amenities (soaps, shower gels, shampoos) 6. Display key Planet 21 messages 7. Use eco-certified cleaning products 8. Participate in the "Plant for the Planet" programme 9. Roll out the WATCH child protection programme Bronze Mandatory actions 10. Ban the use of overfished species 11. Measure and analyse water and energy consumptions on a monthly basis. Act in the event of discrepancies 12. Comply with water flow standards for all showers, taps and toilets 13. Ensure that all waste water is processed 14. Use energy-efficient light bulbs 15. Sort your hazardous waste and have it processed in appropriate waste streams 16. Sort and recycle at least 2 types of waste: paper, glass, cardboard or plastic + A CHOICE OF ACTIONS TO GO FURTHER 17. Institute a staff committee on 'Health, Safety and Well- Being' 18. Implement collective planning for work schedules 19. Implement concrete action on diversity 20. Train staff on health and well-being at work 21. Train staff on appropriate behaviour and attitudes at work 22. Facilitate staff members' commutes between home and work 23. Facilitate staff lodging 24. Raise awareness internally on the fight against staff illiteracy Pts Pts Pts Pts Pts Pts PRODUCTS WATER & ENERGY Roll out the "Meeting 21" offer Follow the 'Ethics and CSR Donate products being phased Roll out a programme to fight Install automatic metering and sub-metering Provide eco-friendly sheets or +3 checklist' for purchases out for reuse or recycling food waste of water, energy and temperature bedspread covers made directly by the hotel 44. Support a local association Comply with the Healthy and Have a renewable energy generation system Provide eco-friendly towels Donate unused food products +3 Sustainable Food Charter 58. Have a cogeneration system Have eco-designed bedding in Put fundraising operations in Install an urban vegetable Receive power from a 'green' electricity guest rooms place garden supply 29. Offer at least 2 eco-friendly Open up to the surrounding Use food products from local Insulate the domestic hot water, heating, products from the following list: area and support the local suppliers and/or short supply and air conditioning networks, as well as toilet paper, tissues, paper economy chains devices with significant heat loss +2 towels, printing paper 52. Offer food products with Commission an expert to perform a regular Offer an alternative to plastic +2 third-party labels (organic, water/energy diagnostic on the hotel water bottles fair trade, etc.) 62. Reuse grey water Use eco-friendly paint or carpet Recycle food waste Have the building's thermal performance Highlight the Planet Offer vegetarian catering +2 checked regularly commitment on a dedicated wall 55. Offer honey from beehives Introduce a process for managing occupied mural or a green wall installed around the hotel and unoccupied modes for rooms and Offer eco-friendly or socially +1 communal areas responsible welcome gifts or 65. Collect and reuse rain water +2 products in the hotel shop 66. Automatically turn off heating or cooling Use eco-friendly magnetic key +1 systems if a window is open cards for guest rooms 35. Display (additional) Planet messages about measures unique +4 to the hotel SERVICES 36. Implement at least one systematic measure to reduce the amount of paper used for printing 37. Organise a guest awareness-raising event around Planet 21 or SOLIDARITY 38. Offer a charging station for electric cars 39. Offer eco-friendly transport services 40. Offer sustainable trips or activities nearby the hotel 41. Publicise the hotel's Planet 21 actions on social networks ENVIRONMENT 67. Receive low-carbon or sustainable building certification for construction & renovation work 68. Receive an external environmental certification 69. Use eco-friendly landscape maintenance products or ban chemical treatment 70. Use eco-friendly products and processes for treating pool water WASTE 71. Sort and recycle paper, glass, cardboard and plastic 72. Install recycling bins in guest rooms and meeting rooms 73. Collect and recycle cooking oil 74. Recycle coffee capsules 75. Install a waste compactor 76. Install grease bins to collect and recycle cooking grease Silver Gold Platinum LEVELS 40 points 80 points 110 points

42 EXPERT PAPER WATCH PROGRAMME COMBATING SEXUAL EXPLOITATION OF CHILDREN IN TRAVEL AND TOURISM: A HISTORIC COMMITMENT FROM THE ACCORHOTELS GROUP Sexual Exploitation of Children in Travel and Tourism (SECTT) is a crucial issue for an international hotel group such as AccorHotels. With over 170 million customers staying in its 3,800 hotels in over 90 countries every year, AccorHotels is determined to combat all forms of sexual abuse of children that could occur on its premises. This is the purpose of the Group s programme called WATCH, We Act Together for CHildren. This long-standing commitment is the result of the moral responsibility that is intrinsically linked to its work as a hotel operator. It also limits legal and operational risks as well as risks to its reputation. Protecting underage children against sexual abuse in travel and tourism forms part of the Group s Ethics and Corporate Social Responsibility Charter, endorsed by the Group s Chairman and CEO and distributed at all levels of internal management as well as, to AccorHotels partners. It is implemented through the PLANET 21 programme, AccorHotels sustainable development strategy. By 2020, the Group aims to have 100 percent of its hotels (including subsidiary, managed and franchised hotels) committed to fighting against child sex abuse in travel and tourism (compared to 88 percent in 2015). AccorHotels commitment to fighting the sexual exploitation of children is constantly evolving. Developed at the beginning of the 2000s by general managers of hotels in South East Asia who were directly faced with increasing levels of child sex tourism, the Group has gradually expanded its commitment worldwide. Over a period of more than 10 years, the Group has acquired an increasing level of maturity in understanding local contexts, 1

43 awareness and in devising effective measures to address the problem. An awareness of the worldwide dimension of sexual exploitation of children in the travel and tourism sector and the growing danger it can pose to local communities in countries in which the Group operates, has led to AccorHotels to bolster visibility to its commitment by launching the WATCH programme in THE NECESSITY OF COLLABORATIVE LOCAL IMPLEMENTATION In operational terms, the AccorHotels Group s commitment to combating sexual exploitation of children involves establishing national policies and procedures that are adapted to local issues, providing training to staff and running campaigns to raise awareness among customers. One of the main difficulties encountered by AccorHotels in the deployment of its WATCH programme is the high level of sensitivity and complexity surrounding the issue of SECTT. The significant variation in contexts between countries and the difficulties in accessing statistical information to better understand the phenomenon, are some of the other challenges. The Group does not always have the resources or expertise it needs within the company to overcome these obstacles. For this reason, AccorHotels has chosen to take on a partnership-approach to support the development of its child protection programme by establishing close relationships with experts on the issue. Firstly, AccorHotels has long been in partnership with member associations of the End Child Prostitution, Child Phonography and Trafficking of Children for Sexual Purposes or the ECPAT network, which can be found in most of the countries in which the Group operates. ECPAT provides an understanding of local issues and realities, networks for looking after victims, and training expertise. In addition, local and/or international police networks are key partners in developing a procedure at the national level. Regular contact between hotel operators and police forces is a key element in making sexual abuse reporting mechanisms a success. Finally, AccorHotels is a signatory of the Code of Conduct for the Protection of Children from Sexual Exploitation in Travel and Tourism initiative. The Code, offers a framework that matches the structure of the Group s child protection programme (establishing policies and procedures, training employees, sharing commitments with the value chain and in particular with customers, etc.). By the end of 2015, 38 of the countries in which the Group operates more than 2,700 hotels, signed The Code. To increase the efficiency of its child protection procedures, AccorHotels has worked in partnership with ECPAT France and French/International Police forces (the Direction de la Coopération Internationale and the Office Central de la Répression des Violences faites aux Personnes). This collaboration has allowed to complete the essential step of awareness raising on SECTT, with the definition of an operational procedure that allows suspected or emergency cases of abuse of minors to be reported. Combining operational experience has made it possible to identify the stakeholders that need to be involved, as well as the information that needs to be shared with these partners to ensure that victims are cared for effectively and that abusers are dealt with by the authorities. This work first led to the production of a Reporting Manual tested in three pilot countries; however, the format proved to lack effectiveness. The working group then developed other formats, such as videos and training documents, which were better suited to the limitations of the field and helped stakeholders take ownership of the content. These tools are now used as part of the WATCH programme. 2

44 THE WATCH PROGRAMME: ACCORHOTELS OPERATIONAL RESPONSE TO THE CHALLENGE OF SECTT The launch of the WATCH programme within the AccorHotels network in 2014 was the result of 15 years of commitment to combating sexual exploitation involving children and of lessons learned from a range of local initiatives already carried out throughout the Group. Its purpose is to prevent cases of sexual abuse of minors in the Group s hotels and to react as best as possible in suspected cases or if confirmed cases are detected. The WATCH programme involves creating a child protection structure at the national level, appointing a WATCH Coordinator who is responsible for coordinating the programme by adapting it to the local context, establishing a method of operation with police forces (local and/or international) and organisations that care for children who have been victims of abuse. Awareness-raising and training sessions are also organised every year at two levels. Firstly, they target employees who are in direct contact with customers (such as housekeepers and reception staff), who must feel confident and know what is expected of them if they witness situations of abuse. Secondly, they target employees in positions of responsibility (general managers or department heads), who must know their role to take the lead if abuse is detected, acting as a link with the people that care for victims and the authorities. To ensure this training is properly carried out, AccorHotels uses tools developed both within the Group and externally: classroom-based training modules, emergency response cards given to employees, awareness-raising films, e-learning modules, etc. Finally, visible communication with customers is a key element in the implementation of the WATCH programme, with a role that prevents potential abuse and supports customers who could also find themselves witnesses to abuse. This communication can take the form of in-hotel communication (digital displays or posters in common spaces, brochures at receptions, in rooms, etc.) as well as digital communication. For example, before the FIFA World Cup in Brazil in 2014, AccorHotels ran the Don t Look Away campaign, created by ECPAT, on its booking sites. From mid-2016, the Group will also raise awareness among all customers booking their stay on the Group s booking platforms with a message included in the confirmation . 3

45 Examples of detection and reporting of cases of SECTT by AccorHotels/ Orbis in Poland Thanks to the AccorHotels Poland/Orbis prevention policy and commitment of its employees, in the past three years, several cases were reported to Polish Police as suspicious. Within these situations, two cases (described below) were confirmed, and the offenders were punished in court by the Polish penal code. Case no A man who looks like a regular hotel guest checks-in alone for three nights. 2. What draws the attention of the hotel employees? The man is loud, talking to himself but still he s alone. 3. What alarmed the receptionist? On the last day of his stay, the suspicious guest enters the hotel with a 10-year-old boy and goes to a room with the boy. 4. The boy escapes the hotel. The hotel manager immediately informs the police. 5. The man returns to the hotel with another boy, but the police are already there. Case no A man who looks like a regular hotel guest checks-in with a boy of approximately 10 years of age. 2. What draws the attention of hotel employees? His relationship with the boy at the swimming pool doesn t appear to be a father and son relationship. 3. The hotel manager immediately informs the police. 4. The situation is fully managed by the police. WIDE-SCALE DEPLOYMENT AccorHotels commitment to combating sexual exploitation of children in travel and tourism (SECTT) has enabled over 140,000 employees to receive child protection training since In 2015, the involvement of hotels was stepped up further, both in countries that have historically been involved and in those countries across all continents in which little work had been carried out on the issue of child exploitation. In total, 88 percent of AccorHotels network (over 3,000 hotels) have enroled in the WATCH programme. The training of employees is a key factor in the actual identification of cases of SECTT. Every year, cases or suspected cases of sexual abuse of minors are detected by AccorHotels teams and reported to the police. 15 YEARS OF EXPERIENCE AND ZERO TOLERANCE FOR SECTT After 15 years of commitment to the fight against SECTT, AccorHotels expertise, involvement and commitment is stronger than ever. Addressing this issue for an international Group as AccorHotels requires a long-term commitment, supported by all levels of management, with regular training updates in collaboration with local partners. AccorHotels has learned from its experience that there are always obstacles to overcome when addressing the issue of SECTT, in particular: -- The attitudes that form part of the hotel profession can sometimes be an obstacle. The traditional savoir-faire of the hoteliers requires attention to the guests needs, the spirit of service and quality, discretion and respect for the guests privacy; which can 4

46 be perceived as challenged by the operational procedures linked to WATCH. -- Preconceived ideas and an underestimation of the reality of the phenomenon in certain countries (and sometimes the lack of local contacts as a result) remains an important obstacle to the issue being taken up by the largest possible number of people. To maintain and strengthen the commitment of as many people as possible, it is essential for the Group to communicate even more about the reality of sexual exploitation of children in travel and tourism and about levers to encourage action from all parties. The group has also adapted measures to the issues specific to each country, relying on the valuable expertise of relevant partners (NGOs and police forces) and using an appropriate tone and resources to help people to take the message on board. Once the Group s commitment against SECTT is clearly stated and promoted, the vast majority of employees follow the procedures because it helps give their profession meaning and a shared commitment to a common cause. Experience also shows that guests are truly understanding and grateful for the teams commitment, even when suspected cases turn out to be false alerts, as it is a demonstration that child protection is seriously addressed in the hotel. By endorsing its commitment against SECTT in its new Sustainable Development Strategy for the period , AccorHotels demonstrates its intent not only to continue to act within the scope of the company through the most widereaching training and awareness-raising measures, but also to act as a leader to encourage the largest possible number of players in the travel and tourism industry to follow suit. AccorHotels 2016 ABOUT ACCOR AccorHotels is a Group united by a shared passion for hospitality and driven by a shared promise to make everyone Feel Welcome. Over 180,000 women and men in almost 3,800 AccorHotels establishments look after thousands of guests every day in 92 countries. AccorHotels is the world s leading hotel operator and offers its customers, partners and employees: -- its dual expertise as a hotel operator and franchisor (HotelServices) and a hotel owner and investor (HotelInvest); -- a large portfolio of internationally renowned brands covering the full spectrum, with luxury (Sofitel, Pullman, MGallery, Grand Mercure, The Sebel), midscale (Novotel, Suite Novotel, Mercure, Mama Shelter, Adagio) economy (ibis, ibis Styles, ibis budget, adagio access and hotelf1) establishments; -- a powerful marketplace and loyalty program Le Club AccorHotels -- almost half a century of commitment to corporate citizenship and solidarity with the PLANET 21 program. Accor SA shares are listed on the Euronext Paris exchange (ISIN code: FR ) and traded in the USA on the OTC marketplace (Code: ACRFY) Follow news on Accor Book a hotel Contact Global Study on Sexual Exploitation of Children in Travel and Tourism globalstudysectt@ecpat.net Website: 5

47 A new program to reinvent hotels - sustainably April 12th, 2012

48 A longstanding commitment Creation of the Environment Department 1 st Accor Hotels Environment Charter First hospitality group partnering with ECPAT against child sex tourism Creation of the Sustainable development department (society + environment) 4 leading international socially responsible investment indices Commitment to the UN Global Compact 1 st Accor sustainable procurement charter ibis commits to ISO Launch of OPEN, Accor s sustainable development management tool Launch of the Earth Guest program, Accor s sustainable development strategy Plant for the Planet: 2 million trees financed Several recognitions

49 To go further, Accor has acquired in-depth knowledge of guests expectations Key learning #1 All hotel guests feel concerned by sustainable development. Key learning # 2 High expectations concerning concrete actions in four key areas: water, energy, waste and child protection. Key learning #3 Guests consider themselves an essential link in the sustainable development chain. 3

50 The environmental footprint allowed to identify priority areas of improvement Key learning #1 Carbon and energy are the first pointers for progress for the Group. Key learning # 2 Food purchases account for most of the water we consume and contaminate. Key learning #3 Building sites are a critical link in the waste production chain. 4

51 Today, Accor enters a new era of ambitious expansion 5

52 PLANET 21: two levers of improvement A continuous improvement strategy A program to involve guests 6

53 PLANET 21: a continuous improvement strategy 7

54 PLANET 21 strategy: 7 pillars and 21 commitments to reinvent hospitality - sustainably 21 commitments 21 quantifiable objectives 1. Guarantee healthy interiors 85% of hotels have eco-labelled products 2. Promote responsible eating 80% of hotels promote balanced dishes 3. Prevent diseases 95% of hotel organize disease prevention trainings 4. Reduce our water use 15% reduction in water use between 2011 and 2015 (owned/leased hotels) 5. Expand waste recycling 85% of hotels recycle their waste 6. Protect biodiversity 60% of hotels participate in the Plant for the Planet reforestation project 7. Reduce our energy use 8. Reduce our CO 2 emissions 10% reduction in energy use between 2011 and 2015 (owned/leased hotels) 10% reduction in CO 2 emissions between 2011 and 2015 (owned/leased hotels) 9. Increase the use of renewable energy 10% of hotels use one renewable energy 10. Encourage eco-design 40% of hotels have at least 3 eco-designed room components 11. Promote sustainable building 21 new or renovated hotels are certified as sustainable buildings 12. Introduce sustainable offers and technologies 20% of owned and leased hotels offer green meeting solutions 13. Protect our children from abuse 70% of hotels have committed to protecting children 14. Support responsible purchasing practices 70% of hotels will purchase and promote products originating in their host country. 15. Protect ecosystems 100% of hotels ban endangered seafood species from restaurant menus 16. Support employee growth and skills 75% of hotel managers are promoted from internal mobility Make diversity an asset 18. Improve quality of worklife 19. Conduct our business openly and transparently Women account for 35% of hotel managers (outside Motel 6 / Studio 6) 100% of host countries organize an employee opinion survey every 2 years Accor is included in 6 internationally-recognized socially responsible investment indices or standards 40% of all hotels are ISO14001 or EarthCheck-certified (excl. economy 20. Engage our franchised and managed hotels segment) 100% of purchasing contracts are in compliance with our Procurement 21. Share our commitments with suppliers Charter 21

55 PLANET 21 strategy: Ambitious commitments with quantifiable objectives 85% 80% 95% of hotels use eco-labeled products 68% in 2011 of hotels promote balanced dishes 62% in 2011 of hotels organize disease prevention training for employees 77% in % reduction in water use -12% between 2006 and % of hotels recycle their waste 64% in % of hotels participate in Plant for the Planet 34% in

56 An ambitious, yet achievable strategy Over 100,000 trained employees in health & fight against child sex tourism in 5 years 590 certified hotels (ISO and EarthCheck) 12% decrease in water consumption in 5 years 172 hotels with renewable energy 82% of hotels with low-consumption light bulbs 85% of hotels with water flow regulators 1,100 hotels with organic food on their menus 10

57 Employees development on sustainability through e-learning Already 8 languages planned between April & June 11

58 PLANET 21: two levers of improvement A continuous improvement strategy A program to involve guests 12

59 Strong visibility of achievements for responsible hotels Booking Hotel entrance Rooms Public areas 13

60 PLANET 21 will only highlight the best achievements 14

61 PLANET 21 identifiers depend on sustainable development performance 3 levels of performance Certified hotels Hotels on the way to PLANET 21 standards They do not apply Charter 21 s ten compulsory measures Hotels that meet PLANET 21 standards They apply Charter 21 s ten compulsory measures They have received a sustainability certification: ISO14001, EarthCheck, LEED, BBC, BREEAM or HQE Identifiers on the concrete actions really implemented in the hotel: Plant for the Planet Waste sorting Central switches Eco-labelled amenities Identifiers on the concrete actions really implemented in the hotel + Identifiers on PLANET 21 s ambition Mural 21 Doors 21 New Charter 21 Poster Identifiers on the concrete actions really implemented in the hotel + Identifiers on PLANET 21 s ambition + Identifiers on the building & booking sites mentioning the certification Sticker on hotel entrance door PLANET 21 tag on accorhotels.com and brands.com 15

62 PLANET 21 identifiers depend on sustainable development performance 3 levels of performance #13 Monitor and analyze Hotels energy that meet consumption every month Hotels on the way to PLANET 21 standards PLANET 21 standards #14 Use low-consumption lamps for 24 hour lighting They do not apply Charter 21 s ten compulsory measures Identifiers on the concrete actions really implemented in the hotel: Plant for the Planet Waste sorting Central switches Eco-labelled amenities Ten actions of Charter 21 are compulsory They have been identified as the easiest to implement, the ones guests most expect or the most profitable. #1 Be familiar with environmental regulations #2 Train employees to adopt the right eco-friendly gestures Certified hotels #31 Monitor and analyze water consumption every month They apply Charter 21 s ten compulsory measures #32 Install water flow regulators on showers and faucets #43 Recycle ink cartridges Identifiers on the concrete actions really implemented in the hotel + Identifiers on PLANET 21 s ambition Mural 21 Doors 21 New Charter 21 Poster #44 Recycle hotel batteries #56 Use eco-friendly cleaning products #57 Offer balanced meals in the restaurant They have received a sustainability certification: ISO14001, EarthCheck, LEED, BBC, BREEAM or HQE Identifiers on the concrete actions really implemented in the hotel + Identifiers on PLANET 21 s ambition + Identifiers on the building & booking sites mentioning the certification Sticker on hotel entrance door PLANET 21 tag on accorhotels.com and brands.com 16

63 PLANET 21 identifiers depend on sustainable development performance 3 levels of performance Certified hotels Hotels on the way to PLANET 21 standards They do not apply Charter 21 s ten compulsory measures Hotels that meet PLANET 21 standards They apply Charter 21 s ten compulsory measures They have received a sustainability certification: ISO14001, EarthCheck, LEED, BBC, BREEAM or HQE 2011: 70% of hotels 2015 Target: 10% 2011: 17% of hotels 2015 Target: 50% 2011: 13% of hotels 2015 Target: 40% 17 Accor worldwide results source: Accor Charter 21

64 33 hotels in all brands have already rolled out PLANET 21 4 ibis 18 Novotel 4 Sofitel 4 Mercure 3 Pullman

65 Starting in April, an on-going deployment until 2015! 19

66 To help us go further, Tristan Lecomte is PLANET 21 s sponsor 20

67 Accor goes further with its reforestation project 21

68 22

69 Global Luxe Communications Guidelines 24/10/2017

70 1 Approval & Dissemination of LUXE Press Releases ACCORHOTELS LUXE AccorHotels Global Luxe Meeting 24/10/2017 2

71 APPROVALS & DISSEMINTATION OF LUXE PRESS RELEASES GENERAL GUIDELINES All press releases must be formatted in approved brand release template ( links to all brand release templates) All press releases must include respective brand boiler plate ( links to all luxe boiler plates) as well as the AccorHotels boiler plate All press releases require appropriate approvals including corporate, regional and global luxe review ( see slide 4&5 for procedure) AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

72 APPROVALS & DISSEMINATION OF LUXE PRESS RELEASES COUNTRY/ REGIONAL LEVEL APPROVAL PROCESS All LUXE press releases require review by Country/ Regional Luxe VP/COO and Global Luxe Communications. Final approval will be given by the Corporate Communications team. All quotes require final approval and sign off from individual being quoted Dissemination Process The Country/Regional Communications team is to coordinate the press release distribution with their specific Public Relations Agency If the News listed in the release is of interest to audiences outside of the specified country/region, the Global Luxe Communications Team or local Luxe Com are responsible for sharing the press release with the Corporate Communications team. The Corporate communications team will review/adapt and validate the content and choose the best way to push the news through the global PR network. AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

73 APPROVALS & DISSEMINATION OF LUXE GLOBAL BRAND PRESS RELEASES GLOBAL BRAND PRESS RELEASES Luxe Global Brand Press releases require review by LUXE Brand Leader and Global Luxe Communications. Final approval will be given by the Corporate Communications team. All quotes require final approval and sign off from individual being quoted Dissemination Process Distribution of Global Brand press release are mandatory in all Country/Regions The Country/Regional Communications team is to coordinate the press release distribution with their specific Public Relations Agency AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

74 2 Global PR Agencies for Luxury Brands (list of Agencies) AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017 6

75 GLOBAL PR AGENCIES FOR LUXURY BRANDS AccorHotels Global Public Relations Agencies for Luxury Brands have a Brand Mandate. This means that these agencies have been contracted to drive Brand Awareness and Understanding for all of AccorHotels Luxury & Upscale Hotels in strategic markets globally. While the Public Relations agencies are routinely asked to leverage individual hotel information to assist in telling and sharing brand stories, please understand that they have NOT been contracted to support hotels on an individual basis. The agencies have been contracted to support key brand stories and priorities and are working towards an a pre determined plan of action. Agency Scope of Work is managed and approved by respective Country/Regional Communications and Global Luxe Communications teams/corporate Communications team. All Directives regarding Global Luxe PR Agency Activity are disseminated by respective Country/Regional Communications. All pitches for a new agency have to be validated and monitored by Global Luxe Communications teams/corporate Communications team. AccorHotels Global Luxe PR agencies have the ability to interact directly with hotels on activity that is aligned with their Scope of Work. Hotels are asked to provide assistance in a timely manner. AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

76 GLOBAL LUXE AGENCIES IN KEY MARKETS UK Luchford APM BENELUX Coebergh GERMANY Uschi Liebl PR RUSSIA Sparkle UNITED STATES Hawkins FRANCE Hopscotch/LPS UNITED ARAB EMIRATES House of Comms CHINA GHC Asia SINGAPORE Mango AccorHotels Luxe AccorHotels Global Luxe Meeting ALL AGENCIES ARE DRIVEN BY REGIONAL COMMUNICATION RELAYS 24/10/2017

77 GLOBAL PR LUXE AGENCY STRUCTURE LIST OF GLOBAL LUXE AGENCIES: Comms Relay Region Agency Main contact Phone number address Nicole PLACEHOLDER FOR AGENCY LISTING Anne-Cecile United States Hawkins AnneCecile@hawkpr.com Lierheimer Blanchot Jim Long UK & Ireland Luchford Lou Harris +44 (0) Lou.harris@luchfordapm.com Sophie Kiki Hirschfeldt Benelux Coebergh Ratouis +31 (0) kiki@coebergh.nl Marine Todesco France Hopscotch/LPS Virginie Martins Pires vmartinspires@lepublicsysteme.fr Sabat Anne Wahl Germany Uschi Liebl PR Yvonne Pollakowsky yp@liebl-pr.de Alka Winter United Arab Emirates House of Comms Tryphena Greenwood tryph@houseofcomms.com Alistair Watts Russia Sparkle Gaynor Reid Singapore Mango Chloe Sisson Chloe.sisson@mangopr.com Phyllis Sio China GHC Asia Nina Lhamo Nina.Lhamo@ghcasia.com AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

78 3 LUXE Press Trips AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/

79 LUXE PRESS TRIPS OPPORTUNITY The objective of the AccorHotels Luxe Press Trip Program - Global is to profile and enhance the awareness of our luxury brands through an annual series of coordinated group press visits in key markets around the world. These customized, multi-market group press trips will provide us with a discernible platform to share the incredible stories and unique attributes of our brands/hotels with top tier international journalists and leading online influencers. The goal will be to leverage flagship properties, strategic openings and need assets with a truly international audience to generate feature articles that will encourage trial and drive greater understanding of AccorHotels luxe brand offerings. Hotels selected to participate will provide the perfect backdrop for top media to explore and learn about each brand, as well as the specific local market, in a meaningful and memorable way. The Global Luxe Communications team will provide the list of properties on an annual basis. Corporate Communications teams to set up all press trips. AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

80 LUXE PRESS TRIPS KEY OBJECTIVES Introduce the AccorHotels Luxury Brands to key media partners globally Strengthen our company s position as an industry leader in the luxury travel sector Generate valuable earned coverage in top media outlets globally Cultivate and strengthen key media relationships with international luxury travel media Enhance brand awareness/understanding Highlight key brand markers, USP s and top news from each brand Promote key strategic assets **ADD LINK TO REMANING ATTACHMENTS ABOUT PRESS TRIP PROCESS AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

81 4 MEDIA REQUESTS AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/

82 MEDIA REQUEST PROCESS IN HOTEL HOW TO PROCEED Hotels receive a lot of Media Requests. In order to secure the requests and returns, here is the process we suggest to follow: Send the request to the regional PR contact The regional PR contact will make a recommendation and let you know if it is interesting to follow up or not AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

83 5 PR Reporting AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/

84 PR REPORTING WEEKLY REPORT: Each week, send to local PR contact your clippings in order to highlight your work Local PR contact will send it into the right template (link to the template) and transfer to the Global PR Network Global PR Network is in charge to pass the articles into the weekly Press Review * After each media stay, please make sure to make a report (link to the template) AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

85 6 Awards & Accolades AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/

86 AWARDS & ACCOLADES WHY APPLY Awards serve as unbiased recognition from industry organizations & leading travel publications. They elevate the reputation of our luxury hotels and brands, showcase excellence, and help build awareness & credibility about the AccorHotels portfolio worldwide. THE BUSINESS CASE FOR AWARDS Contribute to guest engagement & enhancing the loyalty of existing guests; they incite trial and build intrigue dialogue among new and potential guests Reinforce why your owners choose to invest in the AccorHotels Luxe Organization and our Luxury Brands Showcase and bolster the value for potential investors in the AccorHotels Group Act as recognition for our colleagues efforts and boost employee morale Lead Influencers and Journalists to watch and follow AccorHotels Luxe Organization and our luxury brand news AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

87 AWARDS & ACCOLADES DECIDING TO APPLY SELECTION CRITERIA Does your hotel/spa/restaurant/etc. have a program worth talking about? Is it groundbreaking? Impactful to the business? Does the award align with the AccorHotels Luxe Organization Key Focus Areas? What is the best category, outlet and/or brand pillar for this award submission? Does this award apply to the hotel level ( local/regional), or is it more suited national/international awards ( corporate/brand teams)? Is the award influential/high profile Is the award celebrated within the industry and coveted by our competitors? Are our competitors being recognized in this category and/or by this award? Will the award increase the profile of your property or the brand? Will this award add to or create a unique story for your property? Will this award showcase excellence to our stakeholders ( owners, investors, potential talent, guests, B2B groups)? Does the cost to apply for the award align with the resulting return on investment? Is this award decided by industry experts, media or consumer voting? AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

88 AWARDS & ACCOLADES TYPES OF AWARDS WHEN CONSIDERING THE TYPE OF AWARD FOR YOUR HOTEL, PROGRAM OR SERVICE, CONSIDER THE FOLLOWING CATEGORIES Geography: is the award local, regional, national or international? Business Unit: which business unit does the award support? Service & hospitality, operations, travel & tourism, digital & e-commerce, marketing, human resources, etc. Source: consider the type of organization presenting the award. Association, travel, curator, news outlet, reviewer, events, etc. Pillar: is the award granted in one of the LUXE Organization s focus areas? Luxury travel, guest experience, food & beverage, spa &wellbeing, design & architecture, sustainability, innovative technology, growth & development AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

89 AWARDS & ACCOLADES DEVELOPING THE SUBMISSION TIPS AND RECOMMENDATIONS Choose awards and categories aligned with a specific hotel and/or program Engage the correct colleagues for support, information and entry collateral Consider global initiatives that have been implemented locally to amplify the story Back-up all claims made with concrete proof to demonstrate why your should win Support your entry with creative collateral Be clear about your unique proposition Be direct and concise in your writing Learn from experience: bring key learnings to future entries Leverage the global PR network for support through the Corporate Communications team AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

90 AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/

91 AWARDS & ACCOLADES INTERNAL AMPLIFICATION & RECOGNITION NOTIFICATION Hotels are to keep their regional PR offices updated on property-level awards & distinctions Regional teams are to share detailed information/summaries on notable awards received and other high profile distinctions with the LUXE Communications team on a regular basis When appropriate, the LUXE Communications team will provide guidance around appropriate internal and external communications support The LUXE Communications teams will promote notable awards through the following internal channels: Yammer Intranet Posts LUXE Newsletters Annual Highlights Summary AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

92 AWARDS & ACCOLADES EXTERNAL AMPLIFICATION PRESS RELEASES Regions and luxury hotels are encouraged to develop and distribute press releases to their local markets on influential awards High-profile and notable award wins should be shared with Global Luxe Communications teams & Corporate Communications team. Corporate Communications team will determine if the information should be cascaded to other global markets for proactive press outreach Whenever possible, releases should reinforce recent hotel or brand news to add additional newsworthy angles for media SOCIAL MEDIA Information on the award win should be shared through property and brand social channels Social media content should include relevant tags, links to handles and links to releases Leverage images, award badges and other visuals to make posts captivating AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

93 AWARDS & ACCOLADES SHARING THE NEWS HOTEL When notified about an award win, let your regional office know- include award name, presenting organization, category and any other key details If developed, also provide a copy of your award submission so that our teams are aware of what was submitted Highlight any local amplification or activations taking place to raise awareness about the win REGION Keep an active list of awards garnered from luxury hotels/brands Share regular updates of important award wins with LUXE Communications team Share a quarterly recap, broken down by brand, of all awards, accolades and distinctions that have been obtained AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/2017

94 APPENDIX AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/

95 YOUR DAILY CONTACTS As a reminder, you will find on the next slides, the contact you can refer to, according to your regions. As said before, please make sure to refer to the right contacts on a regional and global basis depending on your topics. REGIONAL Please see the next slides GLOBAL Global Luxe Communications team Mike Taylor, Director Global Communications Luxury Brands Corporate Communications team Line Crieloue, Senior PR Manager Luxury Brands AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/

96 YOUR DAILY CONTACTS EUROPE BeNeLux Sophie Ratouis Director of Brand Operations, Communication, Quality, PLANET 21 GERMANY + AUSTRIA + SWITZERLAND Anne Wahl PR Director UK + IRELAND Jim Long PR Director EASTERN EUROPE (Czech Republic, Poland, Hungary, Slovakia, Romania, Bulgaria) Joanna Swierkosz VP Marketing, Quality, Loyalty - Poland and Eastern Europe RUSSIA Alistair Watts VP Sales & Marketing TURKEY Nazli Isikli VP Sales & Marketing AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/

97 YOUR DAILY CONTACTS MMEA ITALY Daniela Tondini Communication Manager & PA to Renzo Iorio SPAIN + PORTUGAL Rebeca Avila Communication Director MIDDLE EAST & AFRICA Alka Winter Director of Public Relations AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/

98 YOUR DAILY CONTACTS LATIN & NORTH AMERICA LATIN AMERICA / BRASIL Antonietta Varlese VP Communications South America NORTH AMERICA / CANADA / CARRIBEAN / MEXICO Nicole Lierheimer Executive Director of Communications & PR ASIA PACIFIC ASIA PACIFIC Gaynor Reid Vice President Communications GREATER CHINA Sio Phyllis Director of Communications AccorHotels Luxe AccorHotels Global Luxe Meeting 24/10/

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100 OLIVIA HASANA DHARMAWAN Public Relations is my forte. Adaptable, sociable, committed and responsible, those things explain who I am. Address: Jakarta, Indonesia Phone: +(62) hd.olivia@gmail.com WORK Basic Korean Teaching for UMN Student Activity Units Teacher Teaching basic Korean language and culture Pullman Jakarta Indonesia Trainee Working on marketing communication department, mainly with social media, producing an effective campaign in order to increase positive impression and online engagement MS Office 2016 Test of Proficiency in Korean Photography Copy Writing 2016 UMN Social Work Awards Volunteer English teacher SKILLS & AWARDS Public Speaking Adobe 2018 Best Trainee Awards Marketing Communication Dept. INTERESTS Internet Socializing Movies Music EDUCATION Universitas Multimedia Nusantara Bachelor of Strategic Communication - Public Relations SMA Regina Pacis Jakarta Head Coordinator of Sports for Student Council