MITSIS Group - K. MITSIS PHILOXENIA

1. Strategic, Analysis & Action

ADMINISTRATIVE PRACTICES

The development strategy of Mitsis Hotels Group is inextricably linked to sustainable development. With 17 hotels in its portfolio in the most beautiful destinations of the country, in Athens, Crete, Kamena Vourla, Kos and Rhodes, the Group aspires to stand out as the preferred portfolio of hotels & resorts, offering excellent service, great locations, impeccable facilities, sophisticated dining and a broad spectrum of options for its clientele. All in a sustainable manner that balances our activities' impact on human resources, the natural environment, the local communities and our responsible presence in the tourism market.

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 tourism industry, guided by a customer-centered philosophy and the promise of an unparalleled holiday experience.

In this context, our Group perceives sustainability as the key lever of business growth. In recent years, we have implemented a comprehensive strategy for environmental awareness and social responsibility, adopting conservation projects regarding energy, water and raw materials, to channel economic benefits and preserve natural resources, according to the needs of local communities.

We support the 2030 Agenda as part of our steadfast commitment to driving progress in society. Each one of our sustainability pillars comprises a set of ambitions, medium-term objectives, and annual lines of action. Guided by our goals for sustainability and social impact, as well as the UN Sustainable Development Goals, we are committed to creating a positive and sustainable impact for all our business activities. We nurture our local communities, maintain and promote our unique destinations, empower and enhance social and economic growth, and welcome more than 350,000 guests annually.

The Group is committed to integrating environmental sustainability in the hospitality and tourism sector. In the light of a new era, we are constantly looking for new growth prospects, creating new brands and services, integrating technology, steering sustainability and linking our progress with the development of the local communities and the environment in which we operate, in cooperation and ongoing dialogue with our stakeholders. 

With an ever-increasing interest in the principles of sustainable development, we are committed to implementing policies and practices that create value and are more friendly towards local communities and the environment.

“LIFE”, our overarching green project, reflects our sustainability strategy and guides all our environmental policies, local activities, social initiatives and awareness campaigns.

Always striving 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 increased 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 communities, authorities and organisations is continuous and is defined by the common goal of solving real social problems, developing partnerships and promoting local culture.

In relation to our guests, we are committed to protecting their 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 protection 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 an excellent, healthy, and safe working environment and guarantee top quality experiences for our visitors.

Consequently, the Group's management applies the strictest European and international standards and best available techniques to protect the environment, ensure the health and safety of employees and applies modern training techniques for all team members. 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 prepares an annual Report on Sustainable Development & Corporate Social Responsibility according to international standards, which allows a more complete and detailed analysis of the Group's Sustainable Development policies, actions and aspirations.

 To this end, it participates in several national and international standards and Sustainable Development initiatives, such as:

• Agenda 2030 & Sustainable Development Goals (SDGs)
• Environmental Management System ISO 14001 & ISO 22000
• Green Key eco-label
• Blue Flag eco-label
• Travelife Gold Certification
• Greek Breakfast Seal, Hellenic Chamber of Hotels
• Health First Certification, Hellenic Chamber of Hotels
• Safe Restart Certification, TÜV HELLAS (TÜV NORD)
• Bravo Sustainability Dialogue & Awards
• Marketing Greece
• In the process of acquiring the Bike Friendly certification
• In the process of acquiring the Safe Water Sports certification

Each year, more awards are added to the Mitsis Hotels Group's collection. These derive either from national and international travel agencies in recognition of the high quality of the services provided, its contribution to upgrading local communities and its respect for the environment, or from hotel guests, who share their holiday experiences and support their favourite Mitsis hotels with every opportunity.

Mitsis Hotels has been awarded as one of “The 25 Most Sustainable Companies in Greece” for 2020, recognised for its progress in digital transformation, environmental conservation and positive impact on the local communities’ quality of life. The Sustainable Greece 2020 Initiative is organised by the QualityNet Foundation, under the auspices of the Ministry of Development & Competitiveness and aims to create a development model that ensures a sustainable economy and society. Its strategic goal is to forge a systematic dialogue at the national level and to create methodologies and tools that would support organisations towards achieving sustainable development. Mitsis Hotels has also been awarded the ‘Smart Hotel Manager of the Year’ by the Hotel Tech Awards 2020. HotelTechAwards recognise companies that have proven to add immense value for hoteliers by helping them compete in the digital age.

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:

• Agenda 2030 & Sustainable Development Goals (SDGs)
• Environmental Management System ISO 14001 & ISO 22000
• Green Key eco-label
• Blue Flag eco-label
• Travelife Gold Certification
• Greek Breakfast Seal, Hellenic Chamber of Hotels
• Health First Certification, Hellenic Chamber of Hotels
• Safe Restart Certification, TÜV HELLAS (TÜV NORD)
• Bravo Sustainability Dialogue & Awards
• Marketing Greece
• In the process of acquiring the Bike Friendly certification
• In the process of acquiring the Safe Water Sports certification

2. Materiality

ADMINISTRATIVE PRACTICES

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, with the aim of creating long-term value for the business, partners and 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 multitude 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

• Increase the retention of the clientele and the trust of our visitors.
• Increase market share and revenue.
• Reduce operating costs.
• Easier access to investment and financing opportunities.
• Create a fertile environment for improvements, changes, innovations and initiatives.
• Environmental management.

Ethics & transparency

• Improve business reputation and public image.
• Create 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.
• Create a workforce with content, healthy, inspired and motivated employees.
• Greater ability to attract new talent and retain human resources.

Customers

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

Local communities

• Financial support for local community actions.
• Participation in local events and festivals.
• Development of environmental protection actions for the destinations.

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 has been awarded as one of “The 25 Most Sustainable Companies in Greece” for 2020, recognised for its progress in digital transformation, environmental conservation and positive impact on the local communities’ quality of life. The Sustainable Greece 2020 Initiative is organised by the QualityNet Foundation, under the auspices of the Ministry of Development & Competitiveness and aims to create a development model that ensures a sustainable economy and society. Its strategic goal is to forge a systematic dialogue at the national level and to create methodologies and tools that would support organisations towards achieving sustainable development. Mitsis Hotels has also been awarded the ‘Smart Hotel Manager of the Year’ by the Hotel Tech Awards 2020. HotelTechAwards recognise companies that have proven to add immense value for hoteliers by helping them compete in the digital age.

For their performance in 2020, Mitsis Hotels received the following awards and distinctions:

• Trip Advisor Travelers’ Choice Awards 2021 (8 hotels)
• Holiday Check Special Award 2021 (Alila Resort & Spa)
• Holiday Check 2021 Recommendation (15 hotels)
• Booking.com Traveller Review Award 2021 (15 hotels)
• Kayak Best Resorts 2020
• Kayak Best Hotels 2020
• Kayak Best Luxury Hotels 2020
• Hotels.com Loved by Guests, All-Inclusive Winner 2021 (Grand Hotel)
• Hotels.com Loved by Guests Award Winners 2021 (11 hotels)
• Hotels.com Loved by Guests Most Wanted Award Winner 2021 (Alila, Lindos)
• Travelmyth 2021
• World Luxury Awards 2020, Luxury Family All-Inclusive Resort (Laguna)
• World Luxury Restaurant Awards 2020, Luxury Theme Restaurant (Laguna)
• Blue Flag (8 beaches managed by Mitsis Hotels)
• ISO 14001 (Alila, Rodos Village)
• ISO 22000 (10 hotels)
• Travelife Certification
• Greek Breakfast Seal, Hellenic Chamber of Hotels
• Health First Certification, Hellenic Chamber of Hotels
• Safe Restart Certification, TÜV HELLAS (TÜV NORD)

3. Objectives

ADMINISTRATIVE PRACTICES

Mitsis Hotels has set immediate and long-term goals in accordance with the operating framework and policies. Our main goal is to offer an unforgettable holiday experience to our visitors and transform them into honoured 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

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

Social Solidary and respect for the Human Being

• Action: Extensive training programs for our employees through e-learning and webinars, as well as on-the-spot training during operation.
• Action: Additional education for our employees on health and safety issues.
• Action: Support of local communities through cooperation with local businesses, the selection of local products and services and the absorption of human resources by the local community.
• Action: Support vulnerable social groups through sponsorships, donations and the organisation of events and blood donations.
• Action: Voluntary actions with the participation of hotel personnel and management.
• Action: Prioritising the health and safety of our employees and visitors through the implementation of 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 for addressing the new COVID-19 and any disease that can be transmitted to the community.
• Performance Indicator: 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.

Sustainable operation

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

 Long-term sustainable development goals:

• Action: Development of a comprehensive Corporate Social Responsibility and Environmental Protection Plan.
• Action: Development of new products, services and applications to serve our customers at the cutting edge of technology.
• Action: Support for Greek tourism and its development activities through the initiatives of SETE and Marketing Greece.
• Performance Indicator: Operational certifications.
• Performance Indicator: Measurement of visitors’ satisfaction.

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

PERFORMANCE INDICATORS

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

4. Management of Value Chain

ADMINISTRATIVE PRACTICES

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 contributing to the achievement of its business goals, competitiveness, and sustainability 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 awards by domestic and international tour operators and travel organizations in recognition of the high quality of the services provided, innovative practices, protection of the natural environment, support of the local communities and its wider contribution to upgrading the Greek tourism product.

PERFORMANCE INDICATORS

• We support more than 3,500 jobs which correspond to 0.09% of the country's employment and support the income of over 7,000 people in the country.
• For every 1 job at the Group, 7 additional jobs are supported in the wider economy, as we work with over 1,600 companies in Greece, supporting local economies.
• With 240 suppliers/companies in the supply chain and other services in Crete.
• With 240 suppliers/companies in the supply chain and other services in Rhodes.
• With 90 suppliers/companies in the supply chain and other services in Kamena Vourla.
• With 130 suppliers/companies in the supply chain and other services in Kos.
• With more than 900 suppliers/companies in the supply chain and other services in the rest of Greece.
• In 2020, Mitsis Hotels contributed indirectly to the total GDP with a percentage of 0.03% from the activities with its suppliers, while the total added value created in the Greek economy is multiple.

5. Responsibility

ADMINISTRATIVE PRACTICES

For all Group hotels, the Standard Operating Procedures Manual is enforced, which is reviewed annually based on new applications and consists of an important tool for our employees' training. It concerns the individual functions of each department and organizational hotel units, and it is adapted accordingly in the case of new laws and regulations. At this stage, it is enriched with all the applicable Covid-19 health protocols.

The responsibility of the Group is reflected in the policies and procedures it follows for the environmental protection, health and safety of guests and employees, development of human resources, children and youth, as well as the overall quality of the services provided.

Environmental policy

To provide a flawless and sustainable hospitality experience to our guests, we respect and promote our valuable natural resources, supporting the local communities in which we operate. For our responsible practices, we have been awarded 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 employees, guests and anyone who may be affected by the Group's 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 behaviour, respect for privacy and personal responsibility.

Child and Youth protection policy

We have a responsibility to protect the 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

The satisfaction of each of our customers is a fundamental principle and value to us. All Group departments work for the continuous improvement of the level of satisfaction of our customers, based on measuring systems and the constant communication with our customers.

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

PERFORMANCE INDICATORS

The Group’s responsible operation is highlighted through its corporate reputation, as recorded in the numerous certifications, awards, reviews and guests' preferences. The recognised value of the Group is recorded in its tourism market performance:

• 2,500,000 overnight stays
• 350,000 guests
• 55,000 Loyalty Club members
• 3,500 employees
• 1,600 partners

6. Rules & Processes

ADMINISTRATIVE PRACTICES

CORPORATE GOVERNANCE

Code of Corporate Governance

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

Code of Conduct

Mitsis Hotels Group 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 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, as well as 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, the Manual of Operating Procedures and Quality Standards (Standard Operating Procedures) is enforced, which is reviewed annually based on new applications and is an important tool for our employees' training. It concerns the individual functions of each department and organizational unit of the hotel and it is adapted accordingly in case of new regulations or laws. At this stage, it is enriched with the current provisions concerning 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.

The Mitsis Hotels Group 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 and risk assessment system is based on automated safety mechanisms. By controlling several levels of operations within our Group, we can detect threats and sources of risk and manage them before they are expanded. In addition, the plans to consolidate all control mechanisms within the Group aim to achieve optimal risk assessment and management through internal audits.

The Group regularly undergoes several inspections and evaluations. In all cases, the Group member companies were deemed to be compatible with the applicable hotel standards and legislation, as well as the applicable food and beverage standards. In the same context, the Group organized extensive educational seminars and trainings for its employees to create the necessary culture and understanding of the need for regulatory compliance.

In 2020, staff training was ongoing with the aim of understanding and implementing all Covid-19 related health and safety procedures. In addition to inspections by external partners, a variety of internal inspections were undertaken to ensure compliance with all health protocols.

The future plans of the management include the drafting and publication of relevant Policies and Regulations for all Group departments, ensuring transparency in the operation, promoting further growth and added value.

Regulatory compliance

We create a law-abiding culture and philosophy, following state, federal and international laws and regulations relevant to the Group’s activities, while managing to lead a highly competitive market ensuring integrity, safety and ethical behaviour in business. Simultaneously, our compliance actions enable the regular, efficient and effective reporting to the executive management team regarding compliance obligations for Mitsis Hotels Group across all its operational departments.

The Group’s regulatory compliance programme includes a consistent process of identifying, assessing, managing, reporting, reviewing and monitoring compliance obligations, issues, external corporate lodgments and mechanisms for identifying, documenting, investigating, auctioning and reporting on various compliance issues. In addition, Mitsis Hotels executives are defining a Code of Conduct, reflecting the organisation'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 Group emphasizes 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 is not further processed in a manner incompatible with those purposes, while it is kept for no longer than necessary.

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

Competition Policy

Fair Competition contributes to sustainable development, strengthens market competitiveness and prevents any violations of competition legislation. To maintain its high competitiveness, the Group complies with the provisions of Greek and European competition legislation 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 implemented 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 have a high value for our Group. We are committed to maintaining workplaces that are free from discrimination or harassment on the basis of race, sex, colour, national or ethnic origin, religion, age, disability, sexual orientation, political opinion or any other characteristic.

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 to all Mitsis Hotels employees, as well as to the business partners and all third parties with whom we 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 personalisation 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 behaviours. With more than 700K guest profiles, this platform is integrated into 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, we have developed a multi-functional Electronic Point of Sale.

Management Company

Establishing a management company was a project that ensured brand compliance through all Mitsis Group companies. The centralisation of administrative services has enabled high performance in multiple areas of corporate governance.

Thus, through the establishment of “K.M. FILOXENIA S.A.” we have been able to achieve:

• Common strategies for all Mitsis Group companies.
• Implementation of organisational 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, Safe Restart etc.).
• Concentration and utilisation of the experiences of specialised 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.
• 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.

PERFORMANCE INDICATORS

Our Values & Personality

Our Values

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

Personality

Our personality derives 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). Two hotels of the Mitsis Group received the ISO 14001 in 2019 and the certification of all Mitsis Hotels will be completed in 2021.
• ISO 22000: The International Food Safety standard that 9 Mitsis Hotels have received.
• SAFE RESTART: Certification for compliance with Covid-19 health protocols. The hotels that operated in 2020 have already been certified and the remaining hotels will be certified in 2021.
• Travelife: In 2019, all Mitsis Hotels were been awarded 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. The certification has a two-year duration and the Group is currently in the process of renewing the certification of all Group hotels.
• Green key: all Mitsis Hotels have received the ‘Green Key’ eco-label for their environmental program.
• Greek Βreakfast: 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 2020, 8 beaches managed by Mitsis Group properties have been awarded the 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 Group's operation.

At the organisational level, the Group is a leading employer for human resources in its areas of operation, resulting in the employment of team members for more than 3 operating seasons and in many cases for several years. 

7. Monitoring

ADMINISTRATIVE PRACTICES

Aiming at a comprehensive framework for the implementation of the basic principles of Sustainable Development, Mitsis Hotels Group prepares a relevant results 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 that emphasis is placed on the main axes of business operation and aligns the strategies with the operational objectives of the organisation. The monitoring of the Measurement Indicators is 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 are also implemented through the Hotel Management Systems, such as the ISO 22000 for food safety management and the ISO 14001 for environmental management, which has already been awarded to our hotels Alila Resort & Spa and Rodos Village Beach Hotel & Spa. It is noted that our goal is to complete the certification of ISO 14001 and the rest of the hotels in the next two years. Finally, for the construction department, the possibility of adopting and implementing the EMAS system is being investigated.

Finally, we prepare an annual Report on Sustainable Development & Corporate Social Responsibility, in accordance with international standards, which constitutes a 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 labour and consumer rights of consumers.

PERFORMANCE INDICATORS

The recording and monitoring of the implementation of the basic principles of sustainable development are implemented, among others, through the Hotel Management Systems, such as the ISO 22000 for food safety management and the ISO 14001 for environmental management, which has already been awarded to our hotels Alila Resort & Spa and Rodos Village Beach Hotel & Spa. It is noted that our goal is to complete the certification of ISO 14001 and the rest of the hotels in the next two years. Finally, for the construction department, the possibility of adopting and implementing the EMAS system is being investigated.

8. Incentive and reward systems for Sustainable Development

ADMINISTRATIVE PRACTICES

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

Based on equality, meritocracy and justice, our Group develops a management system of 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 organisational structure and specific objectives, separate for each job role, which are harmonised 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 upon, while for the validity of the grading of the default quality criteria, the opinion of two evaluators is taken into account and a self-evaluation is included. The Human Resources Department of the Group is the custodian of the process, ensuring its utilisation 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 fit 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 the 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, specialisation and experience required to achieve the expected results, and is in line with the provisions of labour 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.

PERFORMANCE INDICATORS

We operate a central internal function that ensures that employees' pay 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.

The 3,500 employees participate in programs to further improve their knowledge and develop their skills. The following seminars were held in 2020:

9. Stakeholder Engagement

ADMINISTRATIVE PRACTICES

Mitsis Hotels Group forms long-term partnerships, some dating back to the Group's founding in 1976. A family business with standardised processes and international level operations that hosts 350,000 guests annually, employees 3,500 team members and a large network of Business Partners, Commercial Suppliers and Service providers, affecting the lives of 4,000,000 people and the wider Greek society as a major contributor to the country’s tourism economy.

We communicate with all stakeholders -employees, customers, partners, suppliers, investors, media, social networks, opinion leaders, society, local communities, business professionals, academics and politicians- on a regular basis via newsletters, meetings, announcements, presentations, speeches, educational programs, website and blog.

Consultation with our employees and our social partners is an essential tool and guide for the operation of Mitsis Hotels Group. We promote consultation with our employees, enhancing the feeling of active participation and teamwork, while at the same time this process leads to useful conclusions for our operation and sustainable development of our business activities.

Equally important is the dialogue with our customers, who aptly make suggestions for the most efficient ways of operating our hotels, actively and willingly participating in the consultations we carry out, knowing that their opinion is taken seriously by the Mitsis Hotels Group.

At the same time, we activate the consultation of social stakeholders, particularly of local communities, as our success as a hotel Group has always been linked to the sustainability and prosperity of the local communities in which we operate and from which we mainly recruit our workforce.

Dialogue and consultation with our partners and suppliers in a highly competitive market is paramount for ensuring transparency, team spirit, healthy competition and decent economic growth conditions.

Finally, it is important for us to consult and cooperate with the competent administrative authorities, especially in the field of tourism, with the aim of our lawful, reasonable and efficient operation guided by sustainable development.

Mitsis Hotels Group has established a wide network of international tourism professionals, tour operators and online travel agents who support our business activities. Maintaining excellent relationships with our partners is vital, as it contributes to the exchange of knowledge about services and hospitality trends.

Collaborations with suppliers, trading groups and leasing companies prove to be valuable ingredients for providing high-quality services to our customers. In addition, increasing the business value through innovative strategies and maintaining the technological advantage are among the Group’s key business objectives. Building strong relationships with recognised and specialised technology companies, agencies and service providers is essential to achieve the highest level of customer satisfaction.

In terms of communication with stakeholders, it is ongoing and systematic, in order to monitor developments, trends and expectations, as well as to maintain a direct channel of cooperation and exchange of ideas.

Schematically, the table below shows the interested parties of the Group, the ways of communication and the frequency of communication.

PERFORMANCE INDICATORS

Communication with our stakeholders is on-going and systematic, with a view to monitoring developments, trends and expectations, as well as maintaining a direct channel of cooperation and exchange of ideas.

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, affecting all sectors and all employees in our business. The IT department has a leading role in the digitisation 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 maximising 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 centre 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 the 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
• Oline Check-in
• e-Concierge

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

• The Group has been awarded 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 the best business practices, innovation and business ethics, recognising companies that demonstrate 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.
• 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 metadata and the ability to analyse, present and report at the touch of a button.

Benefits

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

• Maximise the productivity and capabilities of employees/managers.
• Utilisation 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 labour costs by minimizing the time of searching and processing information.

PERFORMANCE INDICATORS

In addition to the smart technologies for information management and service provision, the Group has invested more than 23.5 million euros in the modernisation 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, etc.

11. Usage of Natural Resources

ADMINISTRATIVE PRACTICES

Globally, hotels are major consumers of resources and waste generators. Remaining faithful to our environmental policy, we implement green strategies and procedures that would benefit not only the environment but also the industry.

We reduce our impact on the environment by using clean power sources and increasing energy efficiency in our hotel facilities and operations. Our approach is to take responsibility for all energy and waste across our 5 destinations in Greece. We prioritise the use of renewable energy sources, 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 works hard towards the adoption of a sustainable production and consumption model. Our long-established and ongoing effort to protect the natural resources and control costs through sustainable practices, such as limiting water and energy use, aims to address 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:

• Implementing recycling programmes
• Saving water
• Planting trees and supporting reforestation projects
• Supporting local businesses
• Using alternative energy sources, such as solar fields
• Informing visitors through awareness campaigns

Sustainable renovation & refurbishment projects

Mitsis Hotels Group invests approximately €30 million annually in infrastructure renovations. All refurbishments and new constructions are harmoniously integrated into the natural environment and the local architectural style, according to the integrated energy, water, and raw material saving plan of Mitsis Hotels, and fall within the green development strategy, sustainability, practices and community development philosophy of the Group.

The renovations of the hotels utilise the most updated systems, modern facilities and environmentally-friendly materials, respecting the architectural style and the local character of each destination:

• Use of construction materials designed to reduce the carbon footprint in transportation.
• Use of 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.
• Plant pallet that supports local biodiversity and is suitable for microclimatic conditions.
• Reduce lawn areas for water conservation.
• Recycle water for irrigation.
• Cooperate with local suppliers.
• Workplaces are created 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, consisting of:

• Continuous information and motivation of our staff and visitors to save resources.
• Saving energy and water techniques
• Waste management
• Effort to use zero pesticides and other chemical improvers
• Reduction of carbon footprint
• Proper use of recycled, recyclable and biodegradable natural materials
• Nurturing local communities by supporting local businesses products and cultural activities.
• Absolute respect for the preservation of the flora and fauna of the area.
• Regular coastal cleanups and maintenance of high-quality bathing water.

PERFORMANCE INDICATORS

For the year 2020:

12. Resource Management

ADMINISTRATIVE PRACTICES

Environmental protection is a basic prerequisite for our sustainable development and a key pillar of our Social Responsibility. In this context, we undertake coordinated actions for the integration of detailed procedures in our business and undertake actions aimed at reducing our environmental footprint.

• Conservation of energy and natural resources.
• Efficient solid waste management.
• Application of environmental criteria in procurement.
• Reduction of transportation costs.
• Design of renovations and new infrastructure based on strict environmental criteria.

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

• Use of low-consumption lamps and energy-saving devices, as well as fully rechargeable electric golf cars for guest transportation between venues.
• Replacement of all electrical lighting equipment. All incandescent, fluorescent, halogen lamps have been replaced with LED lamps and lighting management systems have been installed for control.
• Procurement of certified low-emission kitchen and culinary appliances and use of gas cooking 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 systems for the future protection of available water sources from pollution and over-exploitation. A significant amount of water is used in the hospitality industry for guests to have the best possible experience. However, there are ways to conserve water without compromising the quality of accommodation.

It is vital that water supply remains consistent despite the effects of climate change, such as a lack of rainfall and droughts, to ensure that there is enough water to meet multiple needs.

Therefore, the Group undertakes the following water-saving measures:

• Production of drinking water by the method of reverse osmosis.
• Recycling of produced water by 100%.
• Overnight automatic watering operation and use of advanced management systems.
• Use of faucets and showers with water supply reducers and dual flush cistern tanks.
• Installation of water-saving filters on all batteries, significantly reducing water consumption.
• Development of environmentally friendly awareness campaigns for personnel and guests.

Procurement policies

Each of our hotel units is a living organisation, 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, in accordance with the Group’s premium quality standards and environmental specifications.

To minimise the Group’s environmental footprint, the Procurement Department ensures that purchases meet our needs at any given point, carefully monitoring the inventories of each hotel unit before ordering new items, which mainly fall into the category of Fixed Equipment.

Waste management and recycling

Staying true to our environmental policy, we implement green recycling strategies and processes that benefit not only the environment and also 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, aluminium, electrical appliances, bio-storage, used oils, soaps, light bulbs and batteries, in collaboration with certified suppliers. Special recycling bins are located along the entire length of our beaches, while and guests are invited to voluntarily participate in organised recycling activities:

• Recycling bins have been 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 have been removed. Plastic straws were replaced with biodegradable and plastic cups were replaced with paper or polycarbonate.
• A paper press was installed in all our hotels, so that all cartons can be collected and recycled.
• Unnecessary paper use has been reduced to a minimum, through investment in electronic systems and the use of electronic communication, both internally and externally.

The recycling and management of polluting materials are ensured through the cooperation with competent and specialised bodies, responsible for the installation of special bins, suitable for the collection, recycling and utilisation of materials (paper, plastic, aluminium, batteries, accumulators of lead, toners, old or damaged electromechanical equipment, lamps and luminaires) in our hotels.

Guest awareness & motivation

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

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

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.
• In 2020, we were able to recycle:

• 24,232 kg of cardboard - paper
• 9,375.34 kg of plastic
• 46,340.48 kg of glass
• 8,957 kg of metal and aluminium
• 234 kg of light bulbs and electrical equipment
• 192 kg of batteries
• 2,240 kg of oils and fats

• Sorting, collection and reuse to the maximum extent possible of construction waste generated during the renovation projects within 2020.
• Gradual replacement of mechanical refrigeration and air conditioning equipment with environmental criteria and ecological coolants, in accordance with the requirements of the Legislation.
• 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.

13. Climate-relevant emissions

ADMINISTRATIVE PRACTICES

Climate Change

Climate change is disrupting national economies and affecting lives, costing greatly to people, communities and countries both today and even more so tomorrow. It creates natural imbalances, affects our diet and health, makes life in cities strenuous, and jeopardises our monuments and the future of the next generations.

Sea levels are rising, the weather is becoming more extreme and greenhouse gas emissions are now at an all-time high. Without action, the average temperature of the Earth is likely to exceed 3 degrees Celsius this century. The poorest and most vulnerable communities are those who are most affected.

Operation challenges

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

The less energy is consumed, the fewer resources are needed. In addition, the discharge of climate-damaging CO2 emissions can be reduced through economical energy consumption. For this reason, we aim to continuously reduce the energy consumption and carbon dioxide emissions of our activities, which can be achieved by continuously recording and evaluating our energy sources 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. Replacement of all electrical lighting equipment (incandescent, fluorescent, halogen bulbs) 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 in washing machines, 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 harmonised with the physiognomy of the local environment.

Minimising our carbon footprint

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

• Reduction of energy consumption for the operation of its buildings
• Upgrade of suppliers and equipment
• Rationalisation of the movement of executives and customers and reduction of transportation costs
• Increase e-learning programs
• Organisation of webinars
• Development of teleconferencing systems

PERFORMANCE INDICATORS

Total greenhouse gas emissions for the year 2020 (kg CO2e)

14. Employment Rights

ADMINISTRATIVE PRACTICES

The main pillar of the sustainable development of the Mitsis Hotels Group sustainable development is its employees. Our priority is the protection of their labour 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 rational dialogue, aiming at our continuous improvement and development.

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

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

(b) non - participation in forms of child labour

c) the elimination of discrimination at work.

The Code of Ethics emphasises the importance of labour 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 a departure interview process is implemented. Regular visits are conducted by the Human Resources Department and employee satisfaction surveys are designed and implemented to capture relevant views.

Employment in all activities of the company is characterised by long term and stable relationships with employees, which demonstrates the inclusion of the Mitsis Hotels Group in the collection of socially responsible organisations and contributes to its evaluation as a key desired employer in the labor market of the hospitality industry.

Our workforce policies are aimed at promoting professional development and maximising 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 firmly believe in the development of our people and in the management of talents. When selecting individuals for managerial positions, we prioritise our own employees through internal recruitment. We conduct personnel evaluations that focus mainly on middle managers in each company and work to identify suitable candidates. Succession plans are created and training, both internal and external, is provided to assist in our employees' success. We have also implemented a training and rotation program to prepare employees for promotion to entry-level management positions.

In addition to the Group's commitment to compliance with national legislation, continuous efforts are made to provide quality job opportunities for residents of our local communities, without discrimination and with equal access to employment and career opportunities, reasonable working hours, clean and safe working conditions, and fair, market-competitive pay and benefits.

We follow recruitment procedures based on the principle of “equal opportunities”. We evaluate candidates using criteria that serve 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, the Group focuses on local recruitment or opportunities for people from low-income areas that have fewer economic prospects.

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

Employee engagement and involvement in the decision-making process is at the centre of our strategy. For any organisation to be successful, it is vital to achieving the active participation of employees, driving them to feel passionate about their work, be emotionally connected and committed to the company, and contribute through their role in the company's success.

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

PERFORMANCE INDICATORS

The mix of the Group's employees is as follows:

• Hotels: 95%
• Other Companies: 5%

Gender

• Male: 56%
• Female: 44%

Age

• <25: 17%
• 26-35: 29%
• 36-45: 26%
• 46-55: 20%
• 56-65: 8%
• >65: 1%

 Location

• Kamena Vourla: 4%
• Athens: 14%
• Crete: 21%
• Kos: 29%
• Rhodes: 32%

Seasonality of Employment

• Permanent: 13%
• Seasonal: 87%

Employment Terms

• Full-Time: 94%
• Part-Time: 6%

Employment Duration

• 1 Season: 42%
• 2+ Seasons: 58%

Nationality

• Greek: 76%
• Albanian: 16%
• Bulgarian: 1%
• Other: 6%

Educational Level

• Primary: 18%
• Secondary: 64%
• Higher: 17%

Hierarchy Level

• Top Management: 2%
• Middle Management: 5%
• Employees: 93%

Internships

• Employees: 99%
• Interns: 5%

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 activities relating to the provision of hospitality services, the participation of women in employment, the integration of employees of different nationalities and the promotion of new employees through apprenticeship programs are key axes 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 policy of benefits and the reward of excellence 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 organisation.

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 specialised working roles of the working groups, by respectively specialised scientific staff. In particular, for the year 2020, additional trainings were conducted on the implementation of the health protocols and the prevention and treatment measures of Covid-19. Specialised 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 promoting 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 employee engagement and performance levels, including the development of employee skills to meet current and future business needs. We address any behaviour that is identified to negatively impact employee engagement in accordance 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 oppose any kind of harassment to any individual. The Group is committed to eliminating all forms of discrimination in the workplace and in employee relations. This principle of non-discrimination applies not only to recruitment but also to 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 education, the experience of several organisation units or functional areas and mixed-aged teams are equally important to us. We believe that bringing together individuals with diverse backgrounds, experiences, skills, and perspectives adds value to our business, and even more so when everyone is integrated into a cohesive team.

. Our corporate culture is based on the belief that open dialogue builds trust and this is essential to creating an inclusive environment where differences are respected and valued. The qualities that make us different also make us more creative, collaborative and understanding towards each other and our customers.

At Mitsis Hotels Group we recognise the importance of providing employees with ongoing education through various types of training designed to develop and improve the technical, managerial and interpersonal skills required for their success.

Extensive training programs are in place to help staff continuously improve and acquire new skills. Staff training is provided on an annual basis 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. The training program is planned and implemented by the Group’s Health & Safety Manager and external consultants.

PERFORMANCE INDICATORS

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

Gender

• Male: 56%
• Female: 44%

 Age

• <25: 17%
• 26-35: 29%
• 36-45: 26%
• 46-55: 20%
• 56-65: 8%
• >65: 1%

Employment Duration

• 1 Season: 42%
• 2+ Seasons: 58%

 Nationality

• Greek: 76%
• Albanian: 16%
• Bulgarian: 1%
• Other: 6%

 Educational Level

• Primary: 18%
• Secondary: 64%
• Higher: 17%

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 a high sense of responsibility. This is the core of our corporate values, 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 employees.

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 taking into account the degree that suits the respective professional role. Thus, the upgrading of the skills of the human resources is launched, the maximum utilisation 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 exit 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 centralised operations, human resource management and top management.

PERFORMANCE INDICATORS

We firmly believe in the development of our people and in the management of talents. When selecting individuals for managerial positions, we prioritise our own employees through internal recruitment. We conduct personnel evaluations that focus mainly on middle managers in each company and work to identify suitable candidates. Succession plans are created and training, both internal and external, is provided to assist in our employees' success. We have also implemented a training and rotation program to prepare employees for promotion to entry-level management positions.

We follow recruitment procedures based on the principle of “equal opportunities”. We evaluate candidates using criteria that serve 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, the Group focuses on local recruitment or opportunities for people from low-income areas that have fewer economic prospects.

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

17. Human Rights in the supply chain

ADMINISTRATIVE PRACTICES

Respect for human rights is one of the basic principles guiding 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 places, 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 a basic guideline.

The Group’s Code of Conduct reflects this fundamental pillar and incorporates the principles presented 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, in a responsible manner through regular audits and monitoring of validity indicators.

Although our procurement policy does not distinguish between local and non-locals suppliers, it encourages the support of local suppliers, mainly for fresh produce, a common practice of the Group given the geographical dispersion of its facilities.

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

Each of our hotel units is a living organisation, 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.

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

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

Our guiding principles in procurement are as follows:

• We buy environmentally friendly products: made from recycled products or can be recycled, sustainably produced, the 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

The selection of the right supplier for the needs of the Group through electronic auctions, electronic submissions of interest, technical bids and offers results from a well-thought-out strategy and evaluation of 5 basic criteria:

1. 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 practices and under the regime of absolute transparency.
2. 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).
3. Supplier services: Equally important is the timely delivery of goods, in accordance with the safety rules guiding transport.
4. Reliability: Respect for key business principles and compliance with the latest safety, hygiene and environmental standards is key to the supplier’s reliability.
5. 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 aim 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 communities and the national economy.

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 behaviour in the market and society. Moreover, there has never been a 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.

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 for 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 to highlight 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 it operates with the aim of protecting local culture, customs and traditions, while taking measures and actions to strengthen the spiritual, social and cultural development and ensuring prosperity.

Mitsis Hotels Group supports and implements responsible policies to minimise its environmental footprint in a long-term sustainable development process, while at the same time raising employees' and visitors' awareness. 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:

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

Employee Engagement / Volunteerism

Being 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. Mitsis Hotels 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 a fundamental aspect of the Group's culture. This approach promotes health and prosperity, minimises 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 challenges, we invest capital, time and expertise, we enable our employees to volunteer, we support initiatives, we think and act local.

Major partnerships and collaborations of the Mitsis Hotels Group are the following:

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

Societal 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 traditions. 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 travelling.
• Do not take pictures that could be considered offensive.
• When visiting archaeological 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 labour.
• Recognises 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 labour.
• 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 (SDG 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, social and cultural progress and ensuring 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 in the areas it operates. This is achieved through targeted social, educational, cultural, sport, environmental investments that establish in the public consciousness that each hotel is an ambassador of each region and a local benefactor.

PERFORMANCE INDICATORS

25 Most Sustainable Companies in Greece - QualityNet Foundation

For its contribution to the local communities, the activation of the public and its sustainable operation, Mitsis Hotels Group has been recognised by the QualityNet Foundation as one of the 25 most sustainable companies in Greece for 2020.

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 industry, with the aim of promoting tourism in the context of sustainable development.

Participation in any coordinated and targeted effort to enhance Greek tourism strengthens our own organisation and its position in the tourism industry.

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

Aiming at the international promotion of Greek tourism, Mitsis Hotels proudly supports the work of Marketing Greece, actively participating in the organisation's work to promote the country as an enticing destination and upgrade visitors' experience through advertising campaigns and the Discover Greece digital platform.

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.

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.

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 Group.

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 partners selection, 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 in our responsible operation.

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.