MITSIS Group - K. MITSIS PHILOXENIA

ORGANIZATION NAME:	MITSIS Group - K. MITSIS PHILOXENIA
SECTOR:	Services
ORGANIZATION TYPE:	0-50
ANNUAL TURNOVER:	Πάνω από 50 εκ. ευρώ
COMPANY INTRO:
CONTACT DETAILS:

STRATEGY

1. Strategic, Analysis & Action

ADMINISTRATIVE PRACTICES

“LIFE”, our overarching green project, is guiding all our environmental policies, local activities, social initiatives and awareness campaigns.

Always seeking to be flexible and adaptable to individual customer needs and the mindset of new generations, our practices for sustainability and human rights are designed to meet the needs of an ever-growing customer base with a social and environmental awareness. To this end, we set a steady path to sustainable development by participating in ecological and social activities designed to ensure the well-being of our visitors and employees.

Sustainable Local Communities

Sustainable development goes hand in hand with the well-being of local communities. Our cooperation with the local community authorities and organisations is continuous and is defined by the common goal of solving real social problems, developing partnerships and promoting local culture.

We are committed to protect our guests’ health and safety, promoting sustainable consumption, implementing honest marketing policies and providing valid information. We also pursue a strict environmental policy, which includes the preservation of natural resources and waste management, reducing the carbon footprint in the atmosphere and developing specific environmental actions. Learn more about our policy at https://dev.service.mitsishotels.com/uploads/2020/06/Life_leaflet_digital.pdf?_ga=2.2555164881197806818.1603706155-247129660.1603706155

Corporate Responsibility

Our corporate social responsibility policy includes efforts to minimize environmental impact and protect the environment, safeguard human and employee rights, promote the development of our personnel and activities, provide a good, healthy, and safe working environment and guarantee top quality experiences for our guests-visitors.

Consequently, the Group's management applies European and international norms and standards and best available techniques to protect the environment, ensure the health and safety of employees and applies modern training techniques for all staff. We create and promote programs that support the community and local development. We implement procedures to save natural resources and energy, reduce emissions and usage of proper waste management methods. Our Group adopts methods and techniques that are economically, environmentally and socially responsible to satisfy the increased demand of energy and water needs, especially in the Greek islands, such as desalination.

In addition, the Group's management has included in its plans the preparation of an annual Report on Sustainable Development & Corporate Social Responsibility, in accordance with international standards that will conduct a more complete and detailed analysis of the Group's Sustainable Development policies and aspirations.

To this end, it participates in several national & international standards & Sustainable Development initiatives:

Agenda 2030 & Sustainable Development Goals (SDGs)
Environmental Management Systems ISO 14001 & ISO 22000
Travelife Gold Certification
Green Key eco-label
Blue Flag eco-label
Sustainability Performance Directory
Bravo Sustainability Dialogue & Awards
Marketing Greece
In the process of Bike Friendly certification
In the process of Safe Water Sports certification

Every year Mitsis Hotels group adds multiple awards to its collection. For its remarkable performance, Mitsis Hotels has been awarded several prizes by local and international tour operators and travel organisations in recognition of the high quality of the services provided, its contribution to upgrading local tourism and its respect for the environment.

Mitsis Hotels Group was awarded for another year with "Diamonds of the Greek Economy" and "Treasures of the Greek Tourism" which promotes Greece’s most dynamic enterprises, while it was also distinguished at the "Hotel Tech Awards '20 “In the category" Smart Hotel Manager of the Year ". Mitsis Hotels group was also named as "National Winner" at the "European Business Awards" in the category "The Award for Innovation with Turnover of € 26-150mn" with the program "OpenText Platform" and at the "Bravo Sustainability Dialogue & Awards '19" with its "We go local" campaign

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PERFORMANCE INDICATORS

Our Group perceives sustainability as the key lever of business growth. To this end, it participates in a number of national & international standards & Sustainable Development initiatives such as:

Environmental Management System ISO 14001
Travelife Gold Certification
Green Key eco-label
Blue Flag eco-label
Bravo Sustainability Award 2019
In the process of Bike Friendly certification
In the process of Safe Water Sports certification

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2. Materiality

ADMINISTRATIVE PRACTICES

BUSINESS PERFORMANCE

Tourism industry is one of the world’s largest industries with a global economic contribution (direct, indirect and induced) of $8.9trillion and 330 million jobs to the world economy in 2019 (WTTC, 2020). The tourism industry not only generates revenues for a country and cultural wealth, but it is also one of the most important economic engines for growth and development. For this reason, many countries have increased their investment in the tourism industry, including several campaigns and strategies to highlight the attractiveness of their main destinations. Tourism, in short, has become a fundamental pillar for the economic growth of all countries, accounting for a good portion of the world’s GDP.

Greece has enjoyed a reputation as one of the prime tourism destinations in the world during the last two decades. Even during the recent crisis, the tourist industry in Greece has been one of the backbones of economic growth and employment, with a continued growth in tourist arrivals and revenues. The tourist industry is currently undergoing a major strategic improvement initiative, focusing on the expansion of the tourist period, the attraction of higher-value tourist segments, the increase of average daily spending and the opening of new tourist markets Moreover, destination appears to be the prime determinant of a hotel’s financial performance, with size and rating following. Hotels in Crete, South Aegean and the Ionian Islands are the most competitive.

In 2019, the revenue in the segment of online booking in travelling exceeds $92.5 million. The experts predict the expanding of the digital travel space and consequently its turnaround up to $11.5 trillion in the following decade (Stfalcon.com, 2018). Additionally, over half (55%) of global travellers report being more determined to make sustainable travel choices than they were a year ago and 73% of global travelers intending to stay at least once in an eco-friendly or green accommodation when looking at the year ahead.

In this context, and as a profitable, sustainable and responsible business, Mitsis Hotels constantly develops and implements growth opportunities, manages strategic relationships and alliances with other companies and local communities, in order to create long-term value for the business, partners and the visitors.

In the light of a new era in the tourism industry, we are constantly looking for new growth prospects, guiding sustainable development and linking our progress to the development of the local communities and the environment in which we operate. We offer unique experiences to our guests, making the most of our incomparable family atmosphere and genuine Greekness, always striving to be flexible in the individual needs of customers and in the mentality of the new generations.

We are always on the lookout for innovative ways to manage water, energy and chemical consumption. Our goal is to provide high quality services, staying true to our social responsibility ensuring ethics and transparency in all our activities.

The integrated strategy of the Group around Sustainable Development with emphasis on strengthening local communities produces a huge variety of benefits and opportunities for the Group, as they have emerged from the dialogue with our Stakeholders and the business risk assessment we carry out.

Group Development

Increasing the retention of the clientele and the trust of its visitors.
Increase market share and revenue.
Reduction of operating costs.
Easier access to investment and financing opportunities.
Creating a fertile environment for improvements, changes, innovations and initiatives.
Environmental management

Ethics & transparency

Improving business reputation and public image.
Creating positive publicity due to media interest in ethical business activities.
Compliance with the legislation

Suppliers

Development and strengthening of relationships with suppliers.
Effective cooperation and partnerships with the communities.

Employees

Encourage professional and personal development.
Increase employee satisfaction.
Creating a workforce with happy, healthy, inspired and motivated employees.
Greater ability to attract new talent and retain human resources.

Customers

Creating socially conscious visitors / travellers.
Development and strengthening of customer relations.
Innovation and quality of hosting services.

Local communities

Support of local community actions

Development of environmental protection actions

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PERFORMANCE INDICATORS

Every year, more awards are added to the collection of Mitsis Hotels. These come either from travel agencies that recognize the high quality of services provided, the contribution of hotels to local communities and the respect to the environment, or from visitors who share their holiday experiences and support their favourite hotels at every opportunity.

Mitsis Hotels was awarded for another year with the “Diamonds of the Greek Economy” and the “Treasures of the Greek Tourism” that support the most dynamic companies in Greece and tourism respectively, while it was also distinguished at the “Hotel Tech Awards '20” in the category “Smart Hotel Manager of the Year". It was also a “National Winner” at the "European Business Awards" in the category “The Award for Innovation with Turnover of € 26-150mn” with the program “OpenText Platform", as well as won the “Bravo Sustainability Dialogue & Awards '19" with the "We go local" campaign.

com, Traveller Review Award ’20:

Alila, Blue Domes, Faliraki, Family Village, Galini, Grand Hotel, La Vita, Laguna, Lindos Memories, Norida, Petit Palais, Ramira, Rinela, Rodos Maris, Rodos Village

Coral Travel, Starway World Best Hotels Awards ’19: Ramira (Top10)
Coral Travel, Starway World Best Hotels Awards ’19: Ramira (Top25 Environmentally Friendly Hotels)
Fischer Award ’19: Family Village, Laguna
Greek Hospitality Awards ’19: Alila (Silver Best Greek All-inclusive Resort), Blue Domes (Gold Best Greek Beach Resort)
Holiday Check Award ’19: Blue Domes, Grand Hotel, Norida, Rinela
com, Loved by Guests Award Winner ’19: Galini, Grand Hotel, La Vita, Laguna, Petit Palais, Rinela
com, Loved by Guests Most Wanted Award ’19: Alila
Kayak, Best Resorts in Greece ’19: Laguna
Luxury Travel Guide European Awards ’19: Norida Tourism Awards ’19: Sofitel (Silver Hotel Design of the Year)
Travelmyth ’19: Lindos Memories (Top30 5-Star Hotels in Rhodes, Top50 Hotels for Honeymoon in Rhodes)
Trip Advisor, Hall of Fame ’19: Alila, Lindos Memories, Petit Palais, Ramira, Rodos Maris
Trip Advisor, Travelers’ Choice Award ’19: Blue Domes, Family Village, Norida, Rodos Maris
Trip Advisor, Certificate of Excellence ’19: Alila, Blue Domes, Faliraki, Family Village, Galini, Grand Hotel, La Vita, Lindos Memories, Norida, Petit Palais, Ramira, Rinela, Rodos Maris, Rodos Village, Summer Palace
Trivago Direct Bookings ’19: Sofitel Athens Airport
Trivago Outstanding Online Presence ’19: Sofitel Athens Airport
TUI Family Champion ’20: Rodos Village
TUI Top Quality ’20: Blue Domes, Faliraki, Norida, Rinela, Rodos Village
World Luxury Hotel Awards ’19: Laguna (Luxury Family All-Inclusive Hotel)
Zoover Gold Award ’19: Laguna, Norida

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3. Objectives

ADMINISTRATIVE PRACTICES

Mitsis Hotels has set immediate and long-term goals in accordance with the framework and the policy of its operation. The main goal is to offer an unforgettable holiday experience to our visitors and transform them into honored guests. To achieve this goal, the Group has established actions and procedures in cooperation with its stakeholders and taking into account the current environmental and social challenges such as the Health and Safety of visitors and employees, the promotion of the natural environment and the support of the local communities in which we operate.

Responsible operation

Creation of a Code of Conduct.
Implementation of strict standards and regulations in order to process personal data and ensure the protection of privacy and individual liberty in accordance with the European GDPR Regulation.
Certification of all services regarding distribution, storage, pricing, catering, customer service according to international standards.
Compliance with the competition law.
Responsible procurement policy based on specific strict specifications and criteria.

Social Solidary and respect for the Human Being

The Health and Safety of our visitors and employees is our top priority. We implement an integrated Action Plan, in accordance with the World Health Organization, the Ministries of Health and Tourism and local authorities, which provide all measures, specifications and procedures in all hotel departments to treat the new COVID-19 and any disease that can be transmitted to the community. All our hotels have recently been certified with the National Certification “Health First” by the Hotel Chamber of Greece. Also, our hotels Alila, Blue Domes, Galini, Rinela and Sofitel received the certification “Safe Restart” from TUV Hellas.

Extensive training programs for our employees through e-learning and webinars, as well as on-the-spot training during operation.
Additional education for our employees on health and safety issues.
Supporting local communities through cooperation with local businesses, the selection of local products and services and the absorption of human resources by the local community.
Support for vulnerable social groups through sponsorships, donations and the organisation of events and blood donations.
Voluntary actions with the participation of hotel personnel and management.

Sustainable operation

Reduction of greenhouse gas emissions through the establishment of measurable energy consumption targets.
More efficient waste management.
Supply of eco-friendly equipment.
Implementation of recycling programs.
Environmental actions, such as tree planting and cleaning of squares and shores.
Renovations with environmentally friendly materials.
Investing in technology to save resources.
Raising public awareness on Environmental Responsibility issues through information campaigns at the hotels.
Compliance with Environmental legislation.

Long-term sustainable development goals:

Development of a comprehensive Corporate Social Responsibility and Environmental Protection Plan, including Procurement Manager with environmental and social criteria.
Operational certifications.
Measurement of visitors’ satisfaction.
Creation of new products, services and applications to serve our customers at the cutting edge of technology.
Support of Greek tourism and its development activities through the initiatives of SETE and Marketing Greece.

We monitor on an annual basis the progress of our goals in sustainable development and effectiveness through the management systems we have adopted.

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4. Management of Value Chain

ADMINISTRATIVE PRACTICES

As Greece’s largest privately-owned hotel chain, Mitsis Hotels has been a tourism pioneer for over 40 years now, making its own mark on Greece’s tourist industry, driven by a customer - centered philosophy and the promise of an unparalleled holiday experience.

With 17 hotels in our portfolio in Athens, Crete, Kamena Vourla, Kos and Rhodes, we aspire to stand out as the preferred portfolio of hotels & resorts in Greece offering excellent service, great locations, impeccable facilities, Blue flag awarded beaches with crystal waters, sophisticated dining and a broad spectrum of options for our clientele.

Responding flexibly to the needs of the customers and the mentality of the new generations, the Group makes the most of its family care and its authentic Greek identity to realize its vision: To transform every visitor into an honored guest.

The aim of the Group is to create added value from all business, commercial and social activities and for all interested parties. This added value - the social product - is addressed to all social partners and contributes to the wider economic development of the country.

The network of partners and suppliers of the Group is the most important factor to achieve its business goals, competitiveness, and Sustainable Development through the development and maintenance of a wide and reliable supply chain, the cultivation of synergies and long-term relationships, the absolute transparency and meritocracy, the adoption of sustainable practices, the support of local communities by selecting local suppliers where possible.

Our framework of cooperation includes Code of Conduct, Procurement Regulations, Health and Safety Policies, Environmental Rules and responsible Work Practices.

Mitsis Hotels has been awarded several prizes by local and international tour operators and travel organizations in recognition of the high quality of the services provided, the innovative practices, the protection of the natural environment, the support of the local communities and its wider contribution to upgrading the Greek tourism product.

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PERFORMANCE INDICATORS

We support approximately 4,000 jobs which correspond to 0.09% of the country's employment and support the income of over 8,500 people in the country.

With 1,418 jobs in Rhodes

With 1,163 jobs in Kos

With 545 jobs in Crete

With 509 jobs in Central Greece

For every job at the Mitsis Group, 7 additional jobs are supported in the economy, as we work with over 2,800 companies in Greece, supporting local economies

With 200 suppliers / companies in the supply chain and other services in Crete

With 300 suppliers / companies in the supply chain and other services in Rhodes

With 60 suppliers / companies in the supply chain and other services in Kamena Vourla

With 180 suppliers / companies in the supply chain and other services in Kos

With more than 2,000 suppliers / companies in the supply chain and other services in the rest of Greece

We contribute directly to the total GDP with a percentage of 0.1%, while the total added value that we create in the Greek economy is multiple.
The annual tax contribution amounts to approximately 0.07% of the annual tax revenues.
We contribute to the improvement of the trade balance of Greece as 99% of the customer base comes from abroad.

	Sector	Mitsis Hotels
Total participation in GDP	20,8% [ΙWTTC]	0,09%
Total participation in employment	21,7% of total employment [WTTC]	0,60%
Revenues from inbound tourism	17,7€ billion (excluding cruise revenues) [NGB]	0,89%
Average per capita expenditure	564€
*Hotel Infrastructure (5 Hotels)**	610 Hotels 5* / 89.852 Rooms	17 Hotels 5 * 5,440 Rooms 2.79% of the Sector Units 6.05% of the rooms of the Sector
	Click here for inbound tourism statistics.

In addition, the value of the Group for the tourism market, the Greek economy and society is recorded in its financial performance:

	Amounts in k. €
Description	31/12/2019	31/12/2018
Operations' Circle (net)	145.241	130.177
EBITDA	39.341	30.873
Operating cost	107.695	104.539
Salaries and benefits for employees	50.912	44.166

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PROCEDURES

5. Responsibility

ADMINISTRATIVE PRACTICES

The responsibility of the Group is reflected through the following policies and procedures for the Environmental protection, the health and safety of guests, the development of the human resources, the children and youth, as well as for the overall quality of the provided services.

Environmental policy

To provide a flawless and sustainable hospitality experience to our guests, we respect and promote our valuable natural resources, showcasing the local communities in which we operate. For our advanced practices, we have been awarded with the "Green Key", "Blue Flag" and "Travelife" eco-labels.

Health & Safety Policy

Mitsis Hotels is committed to providing and maintaining a healthy and safe environment for staff, guests and anyone who may be affected by the Group's hotel activities, in accordance with the relevant legislation and FTO recommendations, through the establishment of strict standards, the implementation of educational programs and the conduct of meticulous audits.

Human Resources Policy

Our Human Resources policy ensures equal opportunities, elimination of all forms of discrimination, establishment of specific recruitment criteria, merit evaluation, fair rewards through wage policy, professional development of our employees, hygienic and safety conditions of high standards in our facilities, as well as and a work environment that promotes mutual respect, decent behavior, respect for privacy and personal responsibility.

Child and Youth protection policy

We are responsible for protecting the good physical and mental health of all children and young people. This policy applies to all staff members, including senior executives, employees, volunteers and seasonal and temporary staff, students and anyone else working at Mitsis Hotels.

Total Quality Policy

Customer satisfaction is oh highest value to us. All Group departments Group work for the continuous improvement of the level of satisfaction of our customers, based on satisfaction measuring systems and with constant communication with our customers.

Each of our employees is committed to show empathy, to be cordial and friendly with our guests, to be adaptable to changing circumstances, to pay attention to the smallest detail and to offer the element of pleasant surprise in customer service.

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PERFORMANCE INDICATORS

The group’s responsible operation is highlighted through its corporate reputation, as recorded on its numerous certifications, the reviews and its guests’ preference. Mitsis Hotels recognized value is summarized in its performance in the tourism market:

2.500.000 overnight stays
350.000 guests
000 Loyalty Club members
4.000 employees
000 partners

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6. Rules & Processes

ADMINISTRATIVE PRACTICES

CORPORATE GOVERNANCE

Code of Corporate Governance

According to article 152 of Law 4548/2018 listed companies in the Greek stock market are obliged to abide to and apply a corporate governance code. Even though Mitsis Hotels group is not under such obligation, we consider it necessary and important to abide to self-regulatory obligations and create a voluntary policy that will improve the operation of our corporations.

Code of Conduct

Mitsis Hotels complies with all applicable laws, regulations and internal guidelines for all our relationships and partnerships with our employees, visitors and partners, and will continue to have all relevant business-related licenses. We always act responsibly economically, socially and environmentally.

The Group adopts the Principles of Sustainable Development as a key pillar of its business strategy and business actions. These principles are reflected in the administrative decisions and govern all the operating procedures of the organization, both in the internal working environment and to society, external actors and collaborating parties.

In relation to its Employees, Mitsis Hotels primarily considers and ensures the compliance of all with the Code of Ethics of the company, which defines the framework of actions based on human and social rights. All employees, but also the investors and suppliers of the Group must comply with it. The Code of Conduct sets out the basic principles and policies for respect, equal treatment, free expression, compliance with the standards and rules of personal data privacy and the conditions for ensuring a secure working environment.

Manual of Operating Procedures and Quality Standards

Additionally to the Code of Ethics, for all the hotels of our Group is in force the Manual of Operating Procedures and Quality Standards (Standard Operating Procedures), which is reviewed based on new applications on an annual basis and is an important tool for training our staff. It concerns the individual functions of each department and organizational unit of the hotel and is an important tool for educating new recruits and informing all staff. It is adapted accordingly in cases of new regulations or laws and at this stage it is enriched with the existing provisions concerning the Covid-19 health protocols.

Licensing

At the same time, the Group follows a strict licensing process of its activities, based on the operation of hotels in full compliance with environmental and urban planning legislation, legislation on coast, beach use rights and sustainable development, protection of employees and individual rights and freedoms. In addition, the internal procedures and controls regarding the regulatory compliance of the Group companies with the tax, insurance, chamber legislation, the legislation for the protection of the rights of the employees, the consumer, the fight against fraud and corruption, the legislation on free competition and, above all, ensuring the protection of personal data, both of our employees and our guests, are significant keys for our sustainable operation and activities.

Mitsis Hotels notes that its main goal is to monitor the implementation of corporate rules and procedures, their harmonization with the vision and corporate values, the continuous improvement and development through coordinated actions and programs. The strategic goals set by the top management and the Managing Director of the Group, are divided in each organizational unit as operational goals and are reflected in the short-term action plan of each department with the respective division of tasks and job roles. Internal control procedures from a centralized service ensure their faithful implementation or demonstrate the need to manage the changes that arise, always with diligence to complete the required actions.

Internal audit & risk assessment

Our internal audit & risk assessment system is based on automated safety mechanisms. Auditing several levels of operations within our Group, it has been designed to detect threats and sources of risk and manage them before extension. Furthermore, plans to centralize all auditing mechanisms within the Group premises aims to achieve optimum risk evaluation and management through internal audits.

Within 2019, the Group underwent several inspections and evaluations. In all cases, Group members were found compatible with hotel and tourism standards and legislation in effect, as well as applicable standards for food and beverages. In the same context, the Group organized extensive educational seminars for its employees to create a common culture for regulatory compliance.

The management’s future plans comprise the drafting and publication of relevant Policies and Regulations for all Group departments, ensuring transparency, fostering further growth and add value to its members.

Regulatory compliance

We create a law-abiding culture and philosophy, following state, federal and international laws and regulations relevant to the group’s operations, while managing to lead a highly competitive market ensuring integrity, safety and ethical behavior in business. Simultaneously, our compliance actions enable regular, efficient and effective reporting to Executive Management, Administrative Personnel and our hospitality professional staff regarding compliance obligations for Mitsis Hotels across all its operational departments.

The Group’s regulatory compliance programme includes a consistent process of identification, assessment, management, reporting, review and monitoring of compliance obligations, issues, external corporate lodgments and mechanisms for identification, documentation, investigation, auctioning and reporting on several compliance issues. In addition, Mitsis Hotels executives are defining a Code of Conduct, reflecting the organization's daily operations, core values and overall company culture, offering guidance and a useful tool to its employees. Additional Policies, such as the GDPR Compliance Policy are already in place regulating specific aspects of business and providing safeguards for the group’s customers and employees.

Personal Data Protection Policy

Mitsis Hotels of Companies emphasizes in strict compliance with the protection of personal data and follows the basic principles regarding personal data processing. All personal data processed by our group is done lawfully, fairly and in a transparent manner in relation to the data subjects. Data is collected for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes, while it is not kept for no longer than is necessary.

Considering the state of technology and other available security measures, the implementation cost, likelihood and severity of personal data risks, Mitsis Hotels uses appropriate technical and organizational measures to process Personal Data in a manner that ensures appropriate security of personal data, including protection against accidental or unlawful destruction, loss, alternation, unauthorized access to, or disclosure.

Competition Policy

Fair Competition contributes to Sustainable Development, strengthens the market’s competitiveness and averts any violations of competition legislation. To maintain its high competitiveness, the Group complies with the provisions of Greek and European legislation on competition and adopts policies that help its Management, executives and employees understand the fundamental rules of Fair Competition and their impact on the Group’s operation and the formation of its business practices.

Human rights policy

Our Human Rights Policy is applied in accordance with international human rights principles encompassed in the Universal Declaration of Human Rights, the International Labor Organization’s Declaration on Fundamental Principles and Rights at Work, the United Nations Global Compact and the United Nations Guiding Principles on Business and Human Rights.

The diversity of our people and their unique potential is of highest value for our Group. We have a time-honored commitment to equal opportunity and we are dedicated to maintaining workplaces that are free from discrimination or harassment on the basis of race, sex, color, national or social origin, religion, age, disability, sexual orientation, political opinion or any other status protected by applicable law.

Regardless of personal characteristics or status, the Group does not tolerate disrespectful or inappropriate behaviour, unfair treatment or retribution of any kind. These principles apply both to Mitsis Hotels Administrative personnel, employees but also to the business partners and all third parties with whom we work and collaborate.

Our policies in detail: https://www.mitsishotels.com/en/corporate-social-responsibility

Digital management platforms

ECM platform

OpenText is the first step to our digital transformation to achieve greater operational efficiencies and better understand our guests through personalization and business insights.

CRM

Customer Relationship Management (CRM) aims to effectively manage our interaction with current and potential customers. CRM is our significant digital investment to create a unique database asset and getting to know our guests’ needs and behaviors. With more than 700K guest profiles, this platform is integrated to our relevant systems (ePOS and PMS), offering us a full perspective of all our customer needs.

Electronic Point of Sale (ePOS)

Focusing on our customers’ individual needs and leveraging the advantages of technology, during 2019 we developed a multi-functional Electronic Point of Sale.

Management Company

Establishing a management company was a task that ensured the “Brand compliance” through the different companies of Mitsis Group. Administrative centralization enabled high performance in multiple areas of corporate governance.

“K.M. FILOXENIA S.A.” being the “tip of the spear” was able to achieve:

Common strategies for all Mitsis Group Companies.
Implementation of organizational changes and integration of any differences in the overall operational performance.
Digital transformation of all Mitsis Group companies.
Diffusion of information and best practices within the organization.
Certification from third parties for all operational units (ISO, TRAVELIFE, GREEN KEY).
Concentration and utilization of the experiences of specialized executives.
Economies of scale in both services and products markets as well as uniform prices for all companies within the Group, by conducting tenders or through large scale orders and price negotiations.
Improved cash flow management and financing structure.
The creation of benchmarking and efficiency measuring tools.
Better control and more immediate feedback on all aspects of operations.
A regular and comprehensive reporting and internal auditing system.
The detailed monitoring of operating expenses in respect to each year’s budget.

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PERFORMANCE INDICATORS

Our Values & Personality

Our Values

Our core values define who we are as individuals and as ambassadors of Greek hospitality. We are a service- oriented company committed to delivering superior customer value. By putting our core values of empathy, adaptability and surprise into action, we each do our part in making our company a great place to work.

Personality

Our personality comes directly from our values. Mitsis people are:

Warm at heart
Multi-faceted
Insightful

Our Total Quality principles are:

Unity of purpose
Quality throughout the guest experience
Continual process improvement
Customer-focused
Constant change and improvement
Teamwork & mutual respect
Total employee involvement & empowerment
Strategic management & systematic approach
Fact-based decision making
Extensive training & education

Our Commitment is communicated to our entire workforce, as well as to our customers, to all our partners and is broadcasted to the general public.

Management systems - Certifications

ISO 14001: the international standard for environmental management systems (EMS). 2 hotels of the Mitsis Group received the ISO 14001 in 2019.
ISO 22000: The International Food Safety standard. In 2019, hotels of the Mitsis Group received the ISO 22000.
Travelife: In 2019, all Mitsis Hotels have been awarded with the internationally recognized Travelife for Hotels & Accommodations Gold Certification. Travelife is a certification scheme, dedicated to achieving sustainable practices within the tourism industry, helping hotels and accommodations manage and monitor their social and environmental impacts.
Green key: all Mitsis Hotels have received the ‘Green Key’ eco-label for their environmental program.
Greek breakfast: an innovative and highly- structured program established by the Hellenic Chamber of Hotels Mitsis Hotels have proudly welcomed a ‘Greek Breakfast Corner’ with pure Greek products of high quality in all their hotel restaurants
Blue flag: the most recognizable eco-label for beaches and marinas. In 2019, 8 beaches managed by hotels of the Mitsis Group have been awarded with that eco-label,

The Group applies to all its member companies and harmonizes with:

Code of Conduct
The Manual of Operational Procedures and Quality Standards
Personal Data Protection Policy
Competition Policy
Human rights policy

In addition, it complies with the Environmental Policy and the Health & Safety Policy.

The design and implementation of the Manual of Operational Procedures and Quality Standards has yielded multiple benefits to the operation of the Company.

At organisational level, the Group is a leading employer for human resources in its areas of activity, resulting in the employment of employees for more than 3 seasons and in many cases many years. At business level, the Group and its hotels win numerous awards, such as 'Diamonds of the Greek Economy' that promote the most dynamic companies in the country, 'National Winner' in the 'European Innovation Awards in the category € 26-150m', Bravo award Sustainability Dialogue & Awards '19' for the 'We go local' initiative, while every year more awards and certifications are added to the collection of Mitsis Hotels, presented by local and international travel agents and travel agencies in recognition of the high quality of services provided , its contribution to local communities and its respect for the environment. In addition, a large number of awards come directly from our visitors, who either share their stay experiences after their stay on review sites or support their favorite. The total average rating of the hotels was 95/100 for the year 2019.

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7. Monitoring

ADMINISTRATIVE PRACTICES

Aiming at a comprehensive framework of application of the basic principles of Sustainable Development, Mitsis Hotels prepares a relevant result monitoring report on an annual basis and develops a methodology for recording and achieving results based on the Business Balanced Scorecard approach strategy.

Performance Measurement Indicators (KPIs) cover 5 key areas:

financial data
quality and procedures
customers
employees
reduction of the ecological footprint

The Measurement Indicators are differentiated by organisational unit and function, while at the same time they are combined with a corresponding targeting per job role for the head of each department. This approach ensures the emphasis placed on the main axes of business operation and aligns the strategies with the operational objectives of the organisation. The monitoring ois supported by the computer applications of the company, through which the continuous and valid information is ensured. In this way, the required information is obtained in a timely manner and a record of data for future use and immediate administrative interventions are kept where necessary.

The recording and monitoring of the implementation of the basic principles of sustainable development is also implemented through the Hotel Management Systems, such as ISO 22000 for food safety management, as well as ISO 14001 for environmental management, with which the hotels have already been awarded our Alila Resort & Spa and Rodos Village Beach Hotel & Spa. It is noted that our goal is within the next 2 years to complete the certification of ISO 14001 and the rest of the hotels. Finally, for the construction department, the possibility of adopting and implementing the EMAS system is being investigated. In addition, all the hotel units of the Group have been certified according to and have been awarded the eco-label "Green Key", while they have been awarded the highest international certification of Travelife (Gold Certification).

Finally, we have included in our plans the preparation of an annual Report on Sustainable Development & Corporate Social Responsibility, in accordance with international standards that will make a more comprehensive and detailed analysis of the Group's Sustainable Development policies and aspirations. The following objectives form the basis of the report: the protection of the environment and the use of environmentally friendly technologies, the elimination of discrimination, the fight against corruption and the protection of human rights, as well as respect for the labor and consumer rights of consumers.

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PERFORMANCE INDICATORS

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8. Incentive and reward systems for Sustainable Development

ADMINISTRATIVE PRACTICES

In the context of promoting sustainable economic growth, Mitsis Hotels emphasizes on providing equal employment opportunities, growth and incentives for all employees.

With a view to equality, meritocracy and justice, our Group develops a management system for group and individual performance, linked to an individual development plan, training activities and a benefits / incentive policy, always considering equal opportunities between the sexes. The methodology followed is Management by Objectives (MBO), based on a clear organizational structure and specific objectives, separate for each job role, which are harmonized with the long-term creation of added value for shareholders, employees, customers, the supply chain, the local and wider social network.

This performance appraisal system approaches evaluation as an evolving process and takes care of the corresponding training, guidance and support of employees to achieve continuous personal development and top performing teamwork. The objectives are measurable and agreed, while for the validity of the grading of the default quality criteria, the opinion of two evaluators is considered and a self-evaluation is included. The Human Resources Department of the Group is the custodian of the process, ensuring its utilization as a development tool.

Rewarding the team and every individual effort is a basic condition for cultivating and maintaining the desired culture of high performance and continuous improvement. The emphasis on quality, creativity, as well as hospitality based on the high standards of Mitsis Hotels, are elements that unquestionably complete the desired employee profile of our Group and are recognized accordingly.

Based on the valid measurement of the team achievement results but also the contribution of each employee individually in the performance management process, Mitsis Hotels has developed respectively the benefits and incentive policies for all its employees. The main pillars of these policies are, on the one hand, the recognition of the need for individual incentive planning and, at the same time, the equal and equitable rewarding of the contribution of groups.

The short-term incentive program, corresponding to the seasonal operation of the Group's hotel units, includes financial and non-financial criteria. In determining the annual variable remuneration, emphasis is placed on the achievement of results and personal performance criteria. The Management of the company sets the goals for the short-term incentive program, in the context of the business plan, the internal financial planning and the market forecasts. Non-financial objectives are also clear and adequately described. The participation of the teams that have achieved the goals is predetermined by transparency in proportion and considering the nature of each job role and its contribution to business.

The level of fixed benefits and remuneration, respectively, is based on fair remuneration for the needs of each position considering the level of responsibility, as well as the knowledge, specialization and experience required to achieve the expected results, and is in line with the provisions of labor law, while at the same time it is formed based on the financial situation of the company and supports its long-term interests.

Additional benefits and incentives focus on attracting and retaining employees, promoting lifelong learning opportunities through continuous and targeted educational activities, personal development by encouraging participation in relevant training programs and ensuring a quality standard of living and health, such as benefits accommodation, food, medical services etc.

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PERFORMANCE INDICATORS

We operate a central internal function that ensures that employees' salary is consistent with the scope of work, duties and responsibilities. The defined wage structures are reviewed annually and updated through the analysis of market data and trends.

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10. Product Responsibility and Innovation

ADMINISTRATIVE PRACTICES

Innovation places us at the forefront of our business industry, economy and society.

At the dawn of a new digital reality, we are called to redefine our strategies and priorities. Digital transformation is a pressing need and a necessary process, it happens and affects all sectors and all employees in our business. Of course, the IT department has a leading role in the digitization of the group, implementing and supporting a brand-new type of operating model, compatible with the Principles of Sustainable Development. After all, to remain competitive in the post-analog era we must increase business value through technological innovation.

Integrated digital solutions significantly contribute to maximizing productivity and employee capabilities, reducing operating costs and more efficient use of information for strategic business decisions. In addition, there is a positive impact both on the experience of hotel guests and on our chain of suppliers, who can be served faster and more reliably.

System optimization

Creation of own data center for the Group and migration of information systems
Creation of own Disaster Recovery site
Creation of corporate intranet through SharePoint
Development of a system to track corporate fixed asset history and maintenance
Data security systems
Materialization of concept of disaster recovery site and failsafe mechanisms
Enhancement of data security to respond to challenges posed by modern malware

Digital transformation

ECM platform
OpenText
SharePoint

Search for smarter hotels

Our vision to offer innovative services to our customers through technology leads us to develop new applications in the form of mobile apps, with the aim of acquiring and retaining customers through easy-to-use self-service capabilities.

Electronic Point of Sale (ePOS)
Customer relationship management (CRM)
online Table reservation
online Check-in
e-Concierge

As a result, these actions give Mitsis Hotels the lead in the Digital Transformation of hotel businesses at European level:

Group award as the most innovative company in Europe with a turnover of € 26-150 million, at the 12th European Business Awards, the largest and most important entrepreneurship awards in Europe which aim to create a European business community that represents best business practices, innovation and business ethics, rewarding companies that demonstrate all of these values.
The first travel company in Europe to use the Open Text platform in collaboration with Cosmote for the digital management of all its data.
The first company in the Tourism sector in Europe to develop AI.
The fast, secure and smart digital management of all the information available to the Group, with endless applications, such as the processing of any form of text, image or video file, the mapping of their history using meta data and the ability to analyze, short presentation and reporting at the touch of a button.

Benefits

Transition of the Group to a new philosophy and management model, with huge returns to the working environment in a very short time:

Maximize the productivity and capabilities of employees / managers.
Utilization of information for the projection of alternative scenarios and strategic business decisions.
Development of Corporate Intelligence through the direct dissemination and effective processing of information within the Organization.
Reduction of labor costs by minimizing the time of searching and processing information.

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PERFORMANCE INDICATORS

In addition to the smart technologies used by the Group for the management of information and the provision of its services, in 2019 it invested more than 23.5 million euros in the modernization of facilities and equipment focusing on sustainable development. In addition to the thorough renovations it undertakes, it also invests in the change of electrical, hydraulic and other equipment such as led lamps, thermal insulation systems, recycling.

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ENVIRONMENT

11. Usage of Natural Resources

ADMINISTRATIVE PRACTICES

Hotels are major consumers of resources and waste generators. Staying true to our environmental policy, we implement green strategies and recycling procedures that would benefit not only the environment but also the industry.

We are reducing our impact on environment by using clean power sources and driving energy efficiency in our hotel facilities and operations. Our approach is to take responsibility for our entire energy and waste actions across our 5 destinations all over Greece. We prioritize the use of renewable energy, starting with our hotel complexes and hospitality facilities. We focus on local, state, and national regulations and global waste management trends to guide our hotels in making the most appropriate waste diversion choices. We extend our efforts into sustainable development, ecological practices, elimination of our carbon footprint, protection of water resources, high quality hygiene, recycling, composting, reduction of chemicals use and preservation of the natural resources.

Responsible production & consumption

Our group is working hard towards the adoption of a sustainable production and consumption model. Our long-established and continuous effort to protect the natural resources and control costs through sustainable practices, such as limiting water and energy use, aims to respond to the concerns of a socially and environmentally aware society and our informed customers.

We aim to make a difference in the hotel industry regarding the use of resources, resource conservation and the use of renewable sources which can be achieved by:

installing energy saving technologies
embracing recycling and composting
encouraging our guests to go green
water saving
planting trees within our premises
Supporting local sustainable companies & initiatives

Sustainable renovation & refurbishment projects

Mitsis Hotels has embarked on a large investment plan, creating an unprecedented renovation story. The Group constantly invests time, capital and expertise to update the hotels’ facilities. From 2017 to 2019, major renovations were completed across the group’s hotels & resorts in Greece, both in the public and private areas, adding new room types, facilities, amenities and food and beverage outlets to ensure a comfortable and pleasurable stay to guests. The group practices are all committed to global sustainability measures and standards, green growth strategy and local community development philosophy.

In our hotels renovations, we utilize the most modern systems, modern facilities and the most environmentally friendly materials, respecting the architectural style and the local character of each destination:

Usage of construction materials designed to reduce the carbon footprint in transportation.
Use the prefabricated modular hardware to increase quality and reduce waste during construction.
Study of natural lighting of infrastructures, reduction of the times of use of artificial lighting and use of energy efficient luminaires.
Natural ventilation of infrastructure.
Protection and relocation of existing plantings.
Planting pallet that supports local biodiversity and suitable for microclimatic conditions.
Reducing lawn areas for water conservation.
Recycled water for irrigation.
Cooperation with local suppliers.
Workplaces are manufactured to ensure the best possible working conditions for staff and guests, while the materials used for the construction or maintenance are environmentally friendly.

As part of this effort, Mitsis Hotels Group follows a strict environmental policy, which is consisted of:

Continuous information and motivation of our staff and visitors to save resources.
Specific environmental actions such as:
Saving energy and water techniques
Waste management
Attempt to use zero pesticides and other chemical improvers
Reduction of carbon footprint
Proper use of recycled, recyclable and biodegradable natural materials
Local communities fostering by supporting local businesses products and cultural activities.
Absolute respect for the preservation of the flora and fauna of the area.
Regular coastal clean ups and maintenance of high-quality bathing water.

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PERFORMANCE INDICATORS

Total waste for 2019

Destination	Tones number	Percentage
Kos	716,694.83	28.64%
Rhodes	1,187,773.64	47.46%
Crete	431,813.00	17.25%
Kamena Vourla	166,565.18	6.66%

Total energy consumption for 2019

Destination	kg CO2e	Percentage
Kos	4,174,237	41.38%
Rhodes	4,007,227	39.73%
Crete	1,493,660	14.81%
Kamena Vourla	412,111	4.09%

Total water consumption for 2019

Destination	m3	Percentage
Kos	437,053	41.91%
Rhodes	432,926	41.51%
Crete	165,668	15.88%
Kamena Vourla	7,295	0.70%

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12. Resource Management

ADMINISTRATIVE PRACTICES

Protecting the environment is a prerequisite for sustainable development and a key pillar of our Corporate Social Responsibility. In this context, we undertake coordinated actions to integrate detailed procedures in our business and taking actions to reduce our environmental footprint.

Energy and natural resources conservation.
Efficient solid waste management.
Application of environmental criteria in procurement.
Reduction of transportation costs.
Renovations and new infrastructure based on strict environmental criteria.

Energy management
The management of energy and its reduced consumption are significant parameters of the Group’s environmental responsibility, through a series of measures:

Use of low consumption lamps and energy saving devices and use of fully rechargeable electric golf cars for guest transportation between venues.
Replacement of energy saving lamps with LED lamps throughout the venues and installation of lighting management systems for control.
Procurement of certified low-emission kitchen and culinary appliances and use of gas cooked equipment (ovens, fry tops, tumble-dryers, etc.) to minimize fuel-gas emissions.
Infrared Thermography Inspection of Critical Venue Equipment to ensure interruptible power supply, HVAC comfort zones for the guests, and minimize breakdowns, leakages, excess heat emissions.
Installation of energy efficient rotary equipment for circulation and delivery of fluids (air/water/sludge).
Placement of special signage in communal areas and rooms, urging guests and staff to close doors and windows to ensure optimum performance and energy saving in all air-conditioned areas.

Water management

Water resource management is a very important issue vis à vis the development of water bodies for future protection of available water sources from pollution and over exploitation. A significant amount of water is used in the hospitality industry in order to make the guests feel important, cared for and provide them with the best experience. However, there are ways to conserve water without compromising the guest experience meanwhile offering a water-conscious accommodation.

It is vital that water supply will remain consistent, despite climate change impacts, such as a lack of rainfall and drought and to ensure that there is enough water to meet multiple needs, from agriculture to municipal and industrial.

The group undertakes the following water saving measures:

Drinking water production by the method of reverse osmosis
Recycle produced water by 100%.
Operation of automatic watering overnight
Use of taps and showers with water reducers and dual flush cisterns
Placement of bathtub and kitchenette filters to ensure minimal regular flow and avoid excess waste.
Development of environmentally friendly awareness campaigns for personnel and guests.

Procurement policies

Each of our hotel units is a living organization, operating autonomously and consuming a wide range of products and services from various suppliers, from building materials, mechanical equipment and furniture, to kitchen and restaurant equipment, food supplies and stationery.

Procurement is vital to the operation of our group, requiring in depth research and central agreements to meet the needs of our 17 hotels in the most advantageous, cost-effective and timely manner, according to the Group’s premium quality standards and environmental specifications.

To minimize the Group’s environmental footprint, the Procurement Dept. makes sure that purchases match our needs at any given point, carefully monitoring the inventories of each hotel unit before ordering new items.

Waste management and recycling

Staying true to our environmental policy, we implement green recycling strategies and processes that benefit both the environment and the industry. As a group we have an efficient waste management system that focuses on waste reduction, reuse of useful materials and recycling.

We implement a complete recycling program for paper, glass, plastic, aluminum, electrical appliances, bio-storage, used oils, soaps, light bulbs and batteries, in collaboration with certified suppliers.In 2019, Recycling bins were placed per type (glass-paper-plastic), urging staff and customers to adopt environmentally friendly practices, thus contributing to the protection of the environment.

All types of disposable plastics were abolished. Plastic straws were replaced with biodegradable and plastic cups replaced with paper or polycarbonate.
A paper press was placed in all our hotels so that all cartons be collected and recycled.
Unnecessary use of paper was limited to the minimum possible, through investing in electronic systems and the utilization of electronic communication, both inside and outside.

Recycling and management of polluting materials is ensured through the cooperation with competent and specialized bodies, responsible for the placement of special bins, suitable for the collection, recycling and utilization of materials (paper, plastic, aluminum, batteries, accumulators of lead, toners, old or Damaged electromechanical equipment, lamps and luminaires) in our hotels.

Guest awareness & motivation

On every instance, we communicate our sustainability philosophy to our stakeholders, our guests and employees and invite them to become part of our green story, enhancing our commitment to the environment.

Responsible and sustainable travel is connected to the respect of the local cultures and traditions. Therefore, we suggest to our guests and staff to consider a series of sustainable practices concerning the protection of the local heritage and natural resources, as well as the adoption of a healthy lifestyle and environmentally friendly practices.

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PERFORMANCE INDICATORS

Mitsis Hotels Group has adopted the water consumption index per night, in order to compare the environmental performance between the Group hotels and to monitor the change of the index per year.

The water index is measured monthly as a function of overnight stays and is defined as: Δ.N = m3 volume of water consumed / total number of nights.

Water consumption / overnight performance ratios range from 0.20. - 0.70 depending on the area, composition and type of hotel (classic, city, Mediterranean type bungalows).

The target price for the performance index is a reduction of 1% per year in accordance with the Management Policy, while at the same time for the hotel units where they are subject to Environmental licensing by Competent Authorities, the target price is 0.45 m3 / night.

For the quantities of generated and recyclable waste, a statement is kept that is posted in the Electronic Waste Register of YPEKA in accordance with the Legislation.

Recycling program and results as of 2019:

106,798 kg of cardboard - paper

33,083 kg of plastic

201,227 kilos of glass

16,558 kg of metal and aluminum

540 kg light bulbs - electrical equipment

334 kg batteries

6,545 kg of oils - fats

Use of prefab and modular material to increase quality and reduce waste during construction
Gradual replacement of mechanical refrigeration and air conditioning equipment with environmental criteria and ecological coolants.
From 2020 onwards, fluorinated greenhouse gases and compounds that affect the ozone layer have been recorded and monitored in accordance with the requirements of the Legislation.

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13. Climate-relevant emissions

ADMINISTRATIVE PRACTICES

Climate Change

Climate change affects what we value most. It creates natural imbalance, affects our diet and health, makes life in cities strenuous, and endangers our monuments, history and the future of next generations.

The weather is changing, the sea level is rising, the weather is becoming more extreme and the greenhouse gas emissions are now at the highest levels in their history.

Without action, the earth's average temperature is likely to exceed 3 degrees Celsius this century. The poorest and most vulnerable people are those who are most affected.

Operation challenges

Mitigating and adapting to climate change are key challenges of the 21st century. At the core of these challenges is the question of energy - more precisely, our overall energy consumption and our dependence on fossil fuels. To succeed in limiting global warming, we urgently need to use energy efficiently while embracing clean energy sources to make things move, heat up and cool down.

It stands to reason that the less energy is consumed, the less resources are needed. In addition, the discharge of climate-damaging CO2 emissions can be reduced through economical energy consumption. For this reason, we made it our goal to continuously reduce the energy consumption and carbon dioxide emissions of our operations which can be achieved by constant recording and assessment of our energy sources consumptions and machinery efficiency.

Carbon footprint reduction in hotels

To reduce the carbon footprint of our Group and its 17 hotels we use:

Low consumption lamps. In 2019, all electrical lighting equipment was replaced. All incandescent, fluorescent, halogen bulbs were replaced with LED bulbs.
Electromechanical equipment for the operation of low energy consumption components.
Electric golf cars.
New type air conditioners and heat pumps for cooling and heating, propane to washers, dryers, ovens and kitchen fireplaces, as well as insulating window frames, manufactured with recyclable materials.
Placement of special signage in communal areas and rooms, urging guests and staff to close doors and windows to ensure optimum performance and energy saving in all air-conditioned areas.

Application of strict environmental standards and specifications in all renovation projects and new infrastructure, which are harmonized with the local environment.

Minimizing our carbon footprint

To reduce carbon dioxide emissions, Mitsis Hotels Group implements the following actions:

reduction of energy consumption for its buildings’ operation
upgrade of supplies and equipment
reduce of transportation costs
increase e-learning programs
webinars organisation
development of teleconferencing systems

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PERFORMANCE INDICATORS

Total greenhouse gas emissions for the year 2019 (kg CO2e)

Electricity

LPG

Diesel

Βενζίνη

10,087,235

2,693,420

159,561

126,499

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SOCIETY

14. Employment Rights

ADMINISTRATIVE PRACTICES

The main pillar of Mitsis Hotels group sustainable development is its employees. Our priority is the protection of employee labor rights, in accordance with Greek law and international standards. Through specific human resource management policies and rules, collective bargaining, regulatory compliance, information and encouragement of employees to actively participate and communicate openly with the Company's Management on Corporate Responsibility issues are ensured. We promote and strengthen the exchange of views and the rational dialogue, aiming at our continuous improvement and development.

The Group promotes the fundamental principles of the Declaration on the Protection of Fundamental Labor Rights, the International Labor Organization, among which include:

(a) the elimination of all forms of forced or compulsory labor

(b) non - participation in forms of child labor

c) the elimination of discrimination at work.

The Code of Ethics emphasizes the importance of labor rights and their protection in the working environment of our Group.

Our company also implements a specific policy for the management of employee complaints and grievances, with the parallel establishment of a Committee to ensure its observance. Dialogue and communication with top management are always encouraged and implemented as a departure interview process. Regular visits conducted by the Human Resources and planned implementation of employee satisfaction surveys to capture relevant views.

Employment in all activities of the company is characterized by long term and stable relationships with employees, demonstrating the integration of Mitsis Hotels Group in the group of socially responsible organizations and leads to the evaluation as a key desired employer in the labor market of the tourist hotel industry.

Our workforce policies are aimed at promoting professional development and maximizing personal well-being. Creating a talent pool is a critical area in which we focus. This is linked to a broader succession planning strategy, preparing our partners to evolve into leadership roles as permanent members of the Group.

We strongly believe in our people development and in talent management. In case of selecting people for management positions, at Mitsis we give priority to our employees. We conduct personnel reviews that focus primarily on middle managers in each business and function to identify candidates. Succession plans are drawn up and training, both internal and external, is provided to put them in a position to succeed. Mitsis company also has in place a training and rotation program to prepare employees for promotion to entry-level management positions.

Beyond our commitment to compliance, we strive to provide quality job opportunities for residents of our local communities, anti-discrimination and equal opportunities in access to employment and career, reasonable working hours, clean and safe working conditions, and fair, market-competitive pay and benefits.

In other cases, we follow recruitment procedures, based on the principle of “equal opportunities”. We gauge the evaluation of any candidate, by means of criteria that have a twofold objective, namely, [a] to ensure competent and necessary skills and [b] to confirm compliance with our corporate values and philosophy. Depending on the employment areas in which its hotels are located, Mitsis Company focuses on local recruitment or opportunities for people from areas with few economic prospects.

Moreover, we continue to partner with community organizations and local and national colleges and universities to recruit qualified and diverse candidates.

Employee engagement is at the center of our strategy. Vital to the success of any organization, employee engagement drives employees to feel passionate about their jobs, to be emotionally connected and committed to the company where they work and to flourish in the role they play in the Company’s success.

Our employee engagement level will be regularly calculated as an index score based on set questions in employee surveys. We identify improvement areas based on survey results to further strengthen the engagement of our employees.

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PERFORMANCE INDICATORS

The mix of the Group's employees is following below:

Gender

male 53%
female 47%

Age

<25 years old 23%
26-35 years old 28%
36-45 years old 24%
46-55 years old 18%
56-65 years old 7%
>65 years old 1%

Employment duration

1 season 31%
2 season 17%
3+ season 52%

Nationality

Greek 72%
Albanian 19%
Bulgarian 2%
Other 7%

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15. Equal Opportunities

ADMINISTRATIVE PRACTICES

Mitsis Hotels Group adopts practices and procedures that promote respect for diversity, equal treatment and equal opportunities for all, while advocating for the health and safety of employees.

With most of the company's activity related to the provision of service and hospitality, the participation of women in employment, the integration of employees of different nationalities and the promotion of new employees through apprenticeship programs are a key axis for the promotion of equal opportunities in its corporate environment.

The clear organizational - hierarchical structure and the transparency of the selection and ranking criteria of the candidate employees, also reflect the intention of the Group Management to offer equal employment and growth opportunities. In this context, the performance management process and the evaluation of human resources, the development plan for each employee separately, the training programs, the benefit policy and excellence awards have been designed accordingly.

The elaboration of occupational risk studies, in combination with the essential role of the safety technician and occupational physician and the respective training and awareness programs of the employees in the specific fields, demonstrate the importance of these factors in the daily operation of the organization.

A training plan is designed and implemented on an annual basis for all the company's staff on health and safety issues, based on the specialized working roles of the working groups, by correspondingly specialized scientific staff. For the year 2020, additional trainings were conducted on the implementation of the health protocols and the prevention and treatment measures of Covid-19. Specialized training programs in technical issues are also implemented by external partners and are addressed to the respective safety and maintenance personnel.

We are committed to fostering professional development and positive working environments that enable our people to be highly engaged, capable and passionate about customer service. We strive to regularly review and improve levels of employee engagement and performance, including the development of employee skills to meet current and future business needs; address any behavior identified as negatively impacting employee engagement in line with our policies and procedures and provide relevant training.

The fair and dignified treatment of every human being is a privilege of modern societies. We do not accept any kind of discrimination and we are willing to oppose any kind of harassment to any individual. Mitsis company is committed to eliminating all forms of discrimination in the workplace and in employee relations. This principle of non-discrimination applies not only to hiring, but also throughout all stages of employment and during the various HR processes (training, assessment, compensation).

Our diversity management goes beyond focusing on background and gender. The diversity of disciplines pursued by training, experience of several organization units or functional areas and mixed-aged teams are equally important to us. We believe that bringing together individuals who have diverse backgrounds, experiences, skills, and perspectives adds value to our business, and even more so when we all integrate into a cohesive team. Our corporate culture is based on the belief that open dialogue builds trust, and that is essential to creating an inclusive environment where differences are respected and appreciated. The qualities that make us different also make us more creative, collaborative and understanding of each other and our customers.

At Mitsis we recognize that it is important to provide employees with ongoing education through various types of training designed to develop and improve the technical, administrative and interpersonal skills necessary to succeed.

Extensive training programs are in place to help staff in continuously improving and acquiring new competences. Staff training is provided every year and includes various topics such as: hygiene and food safety, pool safety, use of chemical cleaners and disinfectants, fire safety and emergency actions, first aid, norovirus treatment, legionella treatment etc. This training program is planned and implemented by the Group’s Health & Safety Manager and external consultants.

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PERFORMANCE INDICATORS

The group’s performance indicators on equal opportunities are reflected below:

Gender

male 53%
female 47%

Age

<25 years old 23%
26-35 years old 28%
36-45 years old 24%
46-55 years old 18%
56-65 years old 7%
>65 years old 1%

Employment duration

1 season 31%
2 season 17%
3+ season 52%

Nationality

Greek 72%
Albanian 19%
Bulgarian 2%
Other 7%

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16. Qualifications

ADMINISTRATIVE PRACTICES

Employees are the key capital for the operation and development of a Group that operates in the field of hospitality and aims to provide top quality services along with its responsible operation. This is our core corporate value, which set as a priority the well-being of its employees and strengthens long-term partnerships and employment.

Human oriented, our employment policy is governed by the principles of respect for diversity and the provision of equal opportunities, the recognition of lifelong learning, justice and the cultivation of a climate of development and support. Our respective procedures regarding staff selection, evaluation, quality training and long-term employee development as well as their remuneration, reflect these essential principles.

The main concern of Mitsis Hotels Group is the prevention and promotion of employees' health. For this reason, educational activities are designed and implemented on an annual basis, aiming at the development of a Health and Safety culture, adapted to the particular characteristics of each job role. This year the training programs were enriched with the necessary information on the prevention and treatment of Covid-19 and were implemented for all Mitsis Hotels staff.

The manual of Operating Procedures & Quality Standards, as well as the job descriptions in our Group, specify in a detailed way the requirements of each role and the characteristics of their ideal holders. In this way, we are able to select, employ and develop our human resources based on the personal professional profile of each and considering the degree that suits the respective professional role. Thus, the upgrading of the skills of the human resources is launched, the maximum utilization of each member of our team is achieved and the character of justice and equality in employment is ensured.

As part of the open dialogue, consultation and advocacy of freedom of speech of all employees of Mitsis Hotels Group, employee grievance management policies have been developed, staff satisfaction surveys are planned and employee interviews are conducted. Every source of information that can enhance direct communication with the people we employ and support the principles of sustainable development, is utilized by our Group companies and is adopted both at the level of operating departments and local level of headquarters of each hotel company as well as at the level of centralized operations, human resource management and top management

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PERFORMANCE INDICATORS

We believe in the development of our people and in talent management. In case of selection of people for management positions, at Mitsis Hotels we give priority to our employees. We implement feedback evaluation procedures that focus primarily on middle executives in each business to identify candidates. Succession plans are drawn up and training is provided, both internally and externally.

We follow recruitment procedures, based on the principle of "equal opportunities". We evaluate each candidate, through criteria that have a dual purpose [a] to ensure the appropriate and necessary skills and [b] to confirm compliance with our corporate values and philosophy. Depending on the employment areas in which our hotels are located, the Group focuses on local recruitment or opportunities for people from areas with minimal financial prospects.

The new staff (new recruits) represents on average 1/3 of the active staff. The number of active employees increased by 20% during the last three years.

In season 2018 by the set of newly recruited (35% of staff), 12% was derived from the growth of the active staff, while 23% replaced old staff.
In season 2019 by the set of newly recruited (31% of staff), 6% resulted from the increase in the active personnel, while 25% replaced old staff.
The average stay of all employees withdrawing their position is 45 days.
Women cover 34.6% of positions of top management.

Finally, we continue to work with community organizations and local and national colleges and universities to recruit qualified candidates.

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17. Human Rights in the supply chain

ADMINISTRATIVE PRACTICES

Respect for human rights is one of the basic principles that guides the operation of Mitsis Hotels Group at all levels of business and partnerships, including the supply chain. Especially in sectors such as tourism, where employees from various parts, both in Greece and abroad, work together to achieve the goal of providing excellent and upgraded hospitality and service, respect and protection of human rights are a pillar of development and basic guideline.

The Group’s Code of Conduct reflects this fundamental pillar and incorporates the principles set out in the UN Universal Declaration of Human Rights, the International Covenant on Civil and Political Rights and the International Covenant on Economic Law. The emphasis on corporate social responsibility includes raising the awareness of both internal partners and external collaborators, services and suppliers.

The sustainable development of the supply chain has been an important priority and compass in the formulation of respective operating processes, as well as the development of technologies to support it this year. In parallel with the current quality evaluation process of our suppliers, the implementation of the electronic order through ERP system began. The process aims to improve procurement practices, provides significant potential value creation in annual costs with scale benefits and enhanced bargaining power, responsibly through regular audits and monitoring of validity indicators.

Our procurement policy, although it does not distinguish between local and non-suppliers, encourages the support of local suppliers, mainly of fresh produce, which is a common practice of the Group due to the geographical dispersion of its facilities.

Accordingly, a training plan and awareness actions of internal partners and heads of operational units are designed in relation to the criteria of sustainability in the evaluation of their suppliers, aiming to cover all areas of sustainable development, such as environment, health and safety, human rights, labor rights and working conditions.

Each of our hotel units is a living organisation, operating independently and consuming a wide range of products and services from various suppliers, from building materials, mechanical equipment and furniture, to kitchen and restaurant equipment, food supplies and stationery.

Supplies are vital for the operation of our Group, requiring in-depth research and central agreements to meet the needs of our 17 hotels in the most attractive, cost-effective and valid way, according to the quality standards and environmental standards of the Group.

Procurement standards

Our guiding principles in procurement are as follows:

We buy environmentally friendly products:
Made from recycled products or can be recycled
Sustainably produced
Result of fair trade
Delivered in less packaging
Environmentally sustainable
We use energy efficient and water saving equipment.
We avoid purchasing materials or machinery that contain substances that are hazardous to the environment or to public health.
We make sure that our suppliers follow sustainable practices and we also inform them of our company’s environmental policy.

Procurement categories and volumes

The group’s supplies mainly fall in the categories of Fixed Equipment and Consumables.

Fixed equipment:

Mechanical equipment
Building equipment
Maintenance (electrical, plumbing, etc.)
Kitchen and Restaurant equipment
Clothing
Furniture

Consumables

Food supplies
Chemicals and cleaners
Fuel
Graphic material, brochures etc.

Supplier selection

Price: Comparison and evaluation of different prices by different suppliers for the same product category and at the same period of time in the light of ethical and responsible practice and under the regime of absolute transparency.
Quality: The supplier's quality assessment is based on the supplier's ability to continuously supply the business with the agreed quality over a long period of time, as well as their operation according to an internationally certified environmental management system (eg. ISO 14001).
Supplier services: Equally important is the timely delivery of goods, in accordance with the safety rules guiding transport.
Reliability: Respect of key business principles and compliance with the latest safety, hygiene and environmental standards is key to the supplier’s reliability.
Adaptability: With 17 hotels in 5 different destinations, perceiving the hotel as a living organization and adapting to its continuously shifting needs, is one of the most important criteria for the selection of a supplier.

Finally, the maintenance and ongoing update of an electronic register of suppliers and a comprehensive assessment system aims to achieve economies of scale, optimum product and service quality, environmental sustainability, stable and long-term partnerships, as well as a significant contribution to the local community and the national economy.

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PERFORMANCE INDICATORS

Mitsis Hotels Group respects human rights in an absolute and unequivocal manner and unwaveringly adopts the principle of equality in all its manifestations. We select our suppliers and partners on the basis of meritocratic and social criteria, guided by their observance of the principles of equality and respect for human rights, evaluating their behavior in the market and society. Moreover, there has never been a complaint, complaint or lawsuit against our Group or any of our companies related to any form of violation of the principle of equality or human rights in general.

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18. Corporate Citizenship

ADMINISTRATIVE PRACTICES

‘We go Local’ Initiative

The goal of Mitsis Hotels Group is to maintain its leading role in the tourism industry, providing high quality services and ensuring a flawless hospitality experience to its guests, in accordance with international sustainable practices. Our progress goes hand in hand with the development of the societies in which we operate. With the slogan ‘We go Local’, we aim at highlighting the local heritage, promoting the local culture, protecting the environment and improving the overall prosperity of the destinations where we develop our activity.

Mitsis Hotels Group supports and cooperates with local businesses, regional communities and residents of the areas in which it operates in order to protect local culture, customs and traditions, while taking measures and actions to strengthen the spiritual, social and cultural development and ensuring prosperity.

Description

Mitsis Hotels Group supports and implements responsible policies to minimize its environmental footprint in a long-term sustainable development process, while at the same time raises the awareness of its employees and visitors. It respects the valuable natural resources of the areas where it operates, aiming to contribute to their preservation and sustainability, while ensuring the natural environment, cultural heritage and prosperity of future generations.

The social responsibility of the Group is structured through a set of activities, events, benefits and actions. Indicatively, some activities are mentioned:

Organization of a series of events to promote the local element.
Using local products and choosing local suppliers.
Encouraging customers to buy products and services from local suppliers.
Informing customers about local businesses and local events.
Provide information brochures from local businesses to inform visitors about shopping, dining, entertainment, tours, car rentals, etc.
Provision of local transport information.
Encourage staff to participate in hotel activities related to environmental issues or other voluntary actions.
Organization of activities related to the formation of an environmental consciousness (tree planting, beach cleaning, etc.)

Employee Engagement / Volunteerism

As an active member of the local communities in each of the 5 unique destinations in which our hotel units are hosted, is of great value and importance for the Group. It supports and encourages its employees, associates and ambassadors to actively participate in voluntary activities that contribute to the well-being and development of society. It undertakes sponsorships for social welfare institutions related to food, clothing and furniture according to their occasional needs.

Commitment to society and nature is part of Mitsis Hotels culture. This approach promotes health and prosperity, minimizes environmental impact and enhances the return of resources to local communities.

As a trusted partner, visionary sponsor and proud ambassador of Greece, we are ambitious in tackling societal challengers, we invest capital, time and expertise, we enable our employees to volunteer, we support initiatives, we think and act local.

Mitsis Hotels Group major partnerships are the following:

Marketing Greece | Alliance for the promotion of Greek tourism
Rhodes Tour 2019
We go local
Blood donation
Goodbye to cancer – Walk of Life
Kos Gastronomy Festival
Rhodes International Festival
Roads to Rhodes International Marathon
Hippocratia Festival 2019
Make A Wish Greece
Κos we care
Medieval Rose Festival
Accessible Rhodes | Rhodes for all

Society impact

In the context of Corporate Social Responsibility, the Group contributes to the economic development of local communities where it operates, through the implementation of an investment plan of 100 million euros from 2018 to 2021, in renovation projects of almost all its units, with an impressive architectural position and in accordance with the principles of environmental protection.

The Group's top priority is to contribute to maintaining social cohesion. It supports and collaborates with local businesses and the local community for the protection of local culture and traditions, intellectual, social and cultural development and the well-being of local communities.

At the same time, the protection of the health and safety of employees and visitors is of paramount importance and detailed procedures and systematic inspections have been established for this purpose.

For the Group, sustainable tourism is inextricably linked to respect for local cultures and tradition. In an effort to create socially and environmentally conscious travellers, it urges its visitors to follow the following suggestions before and during their stay:

Learn about the destination’s culture before traveling.
Do not take pictures that could be considered offensive.
When visiting archeological sites, avoid touching the monuments, take pictures only where it is permitted, do not litter and do not take any of the artifacts displayed or fragments of any rocks, metal or clay found on the ground.
When visiting sites of religious importance, such as churches or monasteries, always respect the dress code, avoid taking pictures, even if they are permitted, turn off your mobile phone, lower your voice, avoid eating and drinking inside the temples and always check the opening times.
When visiting natural parks, avoid feeding the wildlife, do not litter, support tourism that does not exploit animals and do not buy souvenirs made from animals.
Give back to the community by supporting local charities, local artists and always prefer buying products from local suppliers.

Finally, Mitsis Hotels Group upholds global governing principles and human rights and is committed to protecting them, both in general and in particular, in relation to their relevance to business activities and collaborations.

In this context, Mitsis Hotels group:

Supports and respects human rights in every area of its influence.
Remains vigilant and prepared to ensure that it will never be held accountable for any human rights violations.
Opposes all forms of child exploitation and supports all actions aimed at the effective abolition of child labor.
Recognizes the privacy of every individual, as a human right.
Expects every employee and partner to respect human rights law and practice.
Although the state is responsible for establishing a legal framework for the protection of human rights, Mitsis Hotels Group believes that in the context of its activities and approach, it has a responsibility to respect human rights and to uphold values, if this is the case, identify violations and contact the matter immediately.
Supports the elimination of all forms of forced labor.
Opposes any kind of discrimination in the workplace.
New jobs & business opportunities creation.

Place of action

The hotels are located in some of the most beautiful and remarkable destinations in the country, offering spectacular sea views, under the sunlight of the Greek islands or right in the heart of history and culture of the Greek mythical cities - in Athens, Crete, Kamena Vourla, Kos and Rhodes.

Duration and stage of implementation

In the context of the continuous strengthening of local communities, it constantly strives to be a responsible corporate citizen, vigilant for any possible impact of its activities on all aspects of society and the environment, while developing a series of actions and activities aimed at protecting the local culture, customs and traditions, thus enhancing social and cultural progress and ensuring overall prosperity.

Connection with Global Goals

The main goal of Mitsis Hotels group is to make cities and human settlements integrated, safe, resilient and sustainable. As a result, it is committed to the global goal of sustainable cities and communities (No. 11).

Mitsis Group collaborates and promotes local communities and the environment in which it operates with respect, supporting and collaborating with local businesses, local communities and residents in order to protect local culture, customs and traditions, enhancing the spiritual, their social and cultural progress and ensuring an overall prosperity. On a larger scale, the group promotes Greece and specifically Athens, Crete, Kamena Vourla, Kos and Rhodes as global travel destinations in the tourism and hospitality market, contributing to the development, while housing and promoting the Greek cultural heritage and supporting humanitarian purposes for the benefit of society.

As an active member and integral part of the local communities that extend beyond the hotel or local boundaries, the Group is an important lever of economic development on the areas which operates. This is achieved through targeted social, educational, cultural, sport, environmental investments that establishes in the public consciousness that each hotel is an ambassador of each region and a local benefactor.

We Go Local

Our progress is coupled with the development of the societies that nurture us. We aspire to promote local culture, protect our environment and enhance the overall prosperity of our societies and communities.

The social responsibility of the Group is structured through a set of activities, events, benefits and actions:

Organizing a series of events to promote the local communities.
Use of local products and selection of local suppliers.
Encourage customers to buy products from local suppliers.
Guest awareness about local businesses and local events.
Provide informational brochures from local businesses to inform visitors about shopping, dining, entertainment, tours, car rentals, etc.
Local transport information and schedule.
Employee encouragement to participate in hotel activities related to environmental issues or other voluntary activities.
Organization of activities related to the formation of environmental awareness (tree planting, beach cleaning, etc.)

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PERFORMANCE INDICATORS

	2018	2019
EBITDA	€31.03 m	€38.34 m
Operations Cycle	€131,135.18 k	€145,195.53 k

Bravo Sustainability Award 2019

For its contribution to the local communities and public’s activation, Mitsis Hotels Group was distinguished with the Bravo Sustainability Award 2019.

Operating expenses (000) €	2018	2019
Consumption of goods	29,267.02	29,105.51
Payroll and staff costs	44,165.65	51,643.39
Third party fees and expenses	8,589.55	11,759.75
Third party benefits	16,596.97	12,415.31
Taxes fees	1,273.05	2,039.32
Other expenses	4,474.64	3,849.71
Total operating expenses	104,366.89	110,812.99

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19. Initiatives and Political Influence

ADMINISTRATIVE PRACTICES

Mitsis Hotels Group is an active and fruitful member of the Greek economy and society and participates in all the creative structures of its activities, with the aim of promoting tourism in the context of sustainable development.

Participation in any coordinated and targeted effort to enhance Greek tourism reinforces our own organization and its position in the tourism industry and market.

Tourism associations

Mitsis Hotels Group participates in associations, unions and organisations for the promotion of Greek tourism in a sustainable manner, such as:

Hellenic Chamber of Hotels
Hellenic Hoteliers Federation and its local associations in the 5 destinations of the Group (Athens, Kamena Vourla, Crete, Kos, Rhodes)
Greek Tourism Confederation SETE, in which the Managing Director of Mitsis Hotels Group was recently elected as a Member of the Board of Directors

Marketing Greece

A proud ambassador and a visionary sponsor of Greek tourism, Mitsis Hotels supports the work of Marketing Greece, including the campaigns to promote Greek tourism and the digital platform “Discover Greece”. Constantly inspired by the one and only unique destination, Greece, it is an honor for our group to be a Visionary sponsor of Marketing Greece, the private sector alliance for the promotion of Greece as a modern and enticing tourism destination.

Finally, it is noted that the Group’s Corporate Social activity is independent of the individual interests of customers, shareholders, third parties or entities in the private and public sector

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PERFORMANCE INDICATORS

Mitsis Hotels Group Managing Director was recently elected a Member of the Board of Directors of the Association of Greek Tourism Enterprises SETE, actively participating in the formulation of a Strategic Plan for Greek tourism.

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20. Corruption prevention and alleviation

ADMINISTRATIVE PRACTICES

Corruption is an obstacle to sustainable development and, above all, to the activation of healthy businesses in an environment of equal opportunities and healthy competition. For this reason, the fight against corruption is a goal and a key concern of Mitsis Hotels.

The control for the prevention of corruption is carried out at all levels of our activity, from the control of the financial data, the legal control of contract, our companies’ operation, the monitoring of regulatory compliance, the continuous training and especially the responsibility of the executives to disclose any fact that could lead to corruption.

We invest time and expertise in our supply chain and our partners selection, in order to ensure transparency and to prevent situations and incidents or methods that could lead to corruption. A fundamental principle for all our executives and employees is zero tolerance for corruption and the cessation of any transaction or relationship with persons or entities that even leave suspicion of involvement in corruption, extortion or bribery.

The Directorate of Legal & Regulatory Affairs ensures the prevention and fight against corruption, by adopting strict procedures, supervising their observance and constantly informing our executives and staff. At the same time, the company has adopted a concise and comprehensive Code of Ethics that reflects our values and ideals and guides us our responsible operation.

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PERFORMANCE INDICATORS

Internal audit department, conducting audits in all companies and departments of the Group and preparation of relevant audit reports, which are presented to Senior Management and the Board of Directors.
Participation in various events of institutional or non-institutional associations, which intensify the Group’s efforts in this direction.
There have never been any lawsuits against Mitsis Hotels Group related to incidents of corruption (bribery / conflict of interest).
The Group does not participate in lobbying groups and does not fund politicians, parties or similar associations.

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MITSIS Group - K. MITSIS PHILOXENIA

GENERAL MITSIS Group - K. MITSIS PHILOXENIA

Company Profile

Management Message

COMFORMITY STATEMENT MITSIS Group - K. MITSIS PHILOXENIA

STRATEGY

1. Strategic, Analysis & Action

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

2. Materiality

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

3. Objectives

ADMINISTRATIVE PRACTICES

4. Management of Value Chain

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

PROCEDURES

5. Responsibility

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

6. Rules & Processes

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

7. Monitoring

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

8. Incentive and reward systems for Sustainable Development

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

9. Stakeholder Engagement

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

10. Product Responsibility and Innovation

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

ENVIRONMENT

11. Usage of Natural Resources

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

12. Resource Management

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

13. Climate-relevant emissions

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

SOCIETY

14. Employment Rights

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

15. Equal Opportunities

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

16. Qualifications

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

17. Human Rights in the supply chain

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

18. Corporate Citizenship

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

19. Initiatives and Political Influence

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

20. Corruption prevention and alleviation

ADMINISTRATIVE PRACTICES

PERFORMANCE INDICATORS

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GENERAL
MITSIS Group - K. MITSIS PHILOXENIA

COMFORMITY STATEMENT
MITSIS Group - K. MITSIS PHILOXENIA