MITSIS Group - K. MITSIS PHILOXENIA

1. Στρατηγική, Ανάλυση & Δράση

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

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2. Ουσιαστικότητα

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

We believe that the growth and development of our business should also create better conditions for the communities in which our hotels operate. As such, we invest and contribute to society and local communities, as well as employ and train inhabitants of the destinations we operate in. Part of our purpose is for local residents to perceive Mitsis Hotels as members of the wider communities where our hotels are located.

We support local communities and actively contribute to efforts that drive sustainable development, respect human rights and protect the environment.

We adopt measures that promote the sustainable development of our business and ensure environmental preservation. Environmental protection is not optional. It is a significant prerequisite for the operation of Mitsis Hotels to be able to provide high-quality services and promote our unique destinations.

We are passionate about offering our guests the finest of Greek hospitality and a premium-quality holiday experience. Our approach to total quality excellence, along with our warm and welcoming spirit, genuine care and attention to detail, ensure our continued success through elevated levels of customer satisfaction. For its remarkable performance, Mitsis Hotels is awarded multiple prizes by national and international travel organisations and tour operators, in recognition of its provision of high-quality services, contribution to local communities and respect for the environment.

Our CSR priority areas per our CSR pillars are:

Committed to our surroundings

• Empower the local community
• Tackle hunger
• Change everyday life
• Give life

Enchanted with our Greek history

• Bring tradition alive
• Support local arts
• Showcase local gastronomy
• Sponsor Marketing Greece

Enriched by everyone

• Enhance diversity
• Provide employee care
• Adapt to special needs

Amazed with new opportunities

• Lead technological innovation
• Encourage employee development
• Showcase local talent

Concerned about the planet

• Minimise enviromental footprint
• Protect and conserve biodiversity
• Foster green partnerships

Our CSR activities are aligned with the 17 UN SDGs to achieve a better and more sustainable future for all. CSR activities are selected based on fit with the 5 pillars of the programme and are in accordance with the opportunities and threats related to sustainable tourism development principles.

Stakeholder engagement is a critical component of the selection of initiatives that comprise our CSR programme, and the majority of the events and activities we support and sponsor are direct requests of individuals and organisations that are members of the local community in the destinations we operate.

See more: Corporate Social Responsibility Report 2021, p. 72-73

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3. Στοχοθέτηση

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

Our mission is to stand out as the preferred portfolio of hotels & resorts in Greece offering excellent service, great locations, impeccable facilities, sophisticated dining and a broad spectrum of options, ensuring a flawless hospitality experience for guests, all in a sustainable manner.

To do so, it is critical to establish a structural framework for our company to set corporate goals and implement relevant procedures to pursue them, identify risks, organise appropriate risk management systems and monitor goals implementation.

We aim:

New Business Development

• hotel acquisitions and new project developments, incorporated into the surrounding natural environment and local architectural style, abiding by our Group’s comprehensive green practices and local community development philosophy.
• remain pioneers of the All-inclusive in Greece
• bring to life enriching experiences for our guests, making the most of our unparalleled family touch and genuine Greek essence, always seeking to be flexible and adaptable to individual customer needs and the mindset of new generations.
• fully upgrade the Group’s 17 high-end hotels & resorts across 5 destinations in Greece.

Responsible operation

• ensure our ethical operation by taking into consideration the economic, environmental and social impacts of all business decisions.
• create a fully law-abiding group of companies, operating in an absolute ethical manner, in line with principles of sustainable development, consumer protection and healthy competition.
• march forward for sustainable hospitality, aiming to provide high-quality services while remaining committed to our social responsibility, ensuring ethos and transparency in all our operations.
• optimise all management processes and maintain quality assurance certificates and international standards of operation.

Committed to our surroundings

• increase the number of employees who are permanent residents of our destinations from 68% in 2021 to 75% by 2025.
• support local businesses - local producers and suppliers
• enhance the quality of life of local communities and continuously support their events and happenings in our destinations.
• continuously support local communities, local economies and local culture and traditions via community engagement processes.
• take concrete actions to improve the quality of life of the local residents in our 5 unique destinations.
• address some of the most pressing current social issues in our communities in collaboration with NGOs, NPOs and charities.

Enchanted with our Greek history

• continuously educate our guests on our destinations’ culture, traditions and historical monuments, to make exploring the destination an important aspect of their stay with us.
• showcase local traditions by supporting the local cultural festivals of our destinations.
• showcase and promote local traditions and Greek cultural heritage by supporting local arts in our destinations, in collaboration with local cultural organisations.
• we aspire for traditional Greek gastronomy to be central to our rich culinary experience offering.
• sponsor and promote the work of Marketing Greece to upgrade the qualitative aspects of tourism in Greece.

Enriched by everyone

• continuously enhance our diversity, equity and inclusion (DEI) efforts.
• establish extensive trainings, procedures and tools to enhance the development of Mitsis employees.
• seek to recruit caring, helpful, attentive, kind, committed and thoughtful individuals to join our team, based on our value of empathy.
• enhance our female empowerment efforts.
• prioritise the health, safety and well-being of our team members and ensure they feel connected to our Group’s mission, to their work and to each other.
• foster a work environment where employees feel motivated, inspired and supported, and desire to grow within our Group.
• enhance our hotels’ accessibility plans for people with disabilities and adapt to our guests’ special dietary requirements and restrictions.

Amazed with new opportunities

• invest in technological innovations in our hotels’ operations, focusing on digital transformation, systems' optimization.
• support of scientific conferences and initiatives that contribute to the research and development of breakthrough products and services.
• focus on our team members’ learning & development through extensive training seminars and workshops, while employee performance management and recognition are essential components of our organisational culture.
• promote decent work in tourism, entrepreneurship, gender equality and youth employment.
• support the local talents of our destinations.

Concerned about the planet

• embed environmental sustainability in the hospitality and tourism sector.
• minimise our ecological footprint and maximise our environmental conservation efforts by adopting and implementing responsible policies and practices.
• reduce energy consumption by 1.5% annually (2019 base year) and minimise LPG consumption to 0.5 litres/night stay.
• reduce total water consumption by 2.5% until 2025 (2019 base year) and minimise water consumption to 0.45 m3 / guest night.
• implement rigorous practices and policies to mitigate the negative environmental impact.
• reduce waste in food preparation and minimise leftovers.
• Zero waste policy: continuously reduce our waste production and enforcing all regulations and recommendations of national and international authorities for waste management and the circular economy.
• LIFE, our green project: encourage guests to follow our sustainability journey and be part of our green story.

Achievements

Since its establishment in 2019, Filoxenia S.A. has managed to:

• Establish a common strategy for all Group companies.
• Implement and integrate organisational changes in operational performance.
• Undertake a digital transformation of all Group companies.
• Diffuse information and innovative practices.
• Receive certification from third parties for all operational units.
• Concentrate and best utilise the experiences of its expert executives, creating a valuable knowledge tank.
• Achieve economies of scale and improve cash flow management and financing structure.
• Efficiently measure tools and operative benchmarking.
• Improve central control and direct feedback on all aspects of operations.
• Produce comprehensive reporting and updated internal auditing systems.
• Monitor in detail operating expenses with respect to each year’s budget.

ESG targets and CSR activities directly relate to major sustainability threats and challenges, so as to contribute to sustainable tourism development.

See more: Corporate Social Responsibility Report 2021

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4. Διαχείριση της Αλυσίδας Αξίας (value chain)

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

Throughout its 45-year history and two generations of family members, Mitsis Hotels has developed a solid reputation based on reliability and quality, achieving a strong financial foundation and excellent relationships with all stakeholders.

Mitsis Hotels’ goal is to create added value derived from all business, commercial and social activities and for all stakeholders. This added value - the social product - is addressed to all our stakeholders and contributes to the wider economic development of the country.

The Group forms long-term partnerships. Mitsis Hotels is home to 4,000 employees and 350,000 guests annually, as well as a large network of business partners, commercial suppliers and service providers influencing the lives of at least 4,000,000 people and the wider Greek society as a major driving force of the country’s tourism economy.

Οne of the most significant ways we invest in the economic empowerment of our destinations is through empowering the local primary sector. We continuously prefer the purchase of local, seasonal products when possible and limit off-season products on menus. Through our sustainable supply chain procurement, we support local businesses and provide over €15M annually to 140 local producers and suppliers.

We build relationships and grow together with our trusted partners. We promote mutually-beneficial business synergies and are proud to continuously expand our network of collaborators, members of the Mitsis League network. We are honoured to have a great network of partners by our side in our journey of continuous progress and success.

We are proud that a wide network of international tourism professionals, tour operators, travel agents, and online travel agents support our operations. The list of our trusted partners consists of more than 50 tour operators, 1,000 travel agents and 30 online travel agents.

Our collaboration framework is determined by our Code of Conduct, our procurement policy, the Health and Safety policies, our Environmental rules and responsible Labor practices. The Code of Conduct & Ethics applies to our Board of Directors, our management team, all employees, as well as our consultants and collaborators. We also encourage our partners and suppliers to pursue the basic principles and underlying values of this Code of Conduct & Ethics.

• 4,000,000 Local Communities in 5 destinations
• 3,500 Suppliers & partners
• 350,000 Guests annually
• 76,000 MFC loyalty members
• 4,000 Employees
• Academic & educational institutions
• Charity organisations & NGOs
• Local & state authorities
• Media
• Shareholders & investors

See more: Corporate Social Responsibility Report 2021, p. 200 - 208

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5. Υπευθυνότητα

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

We are committed to our responsible operation and the goal of sustainable hospitality.

Organisational Structure

Mitsis Hotels’ business purpose is to offer and deliver effective, innovative, and high-quality all-inclusive hotel and restaurant services as well as consulting services to other hotels.

Board of Directors (BoD)

Our corporations are managed by a Board of Directors, consisting of 5 members. The Board of Directors defines the Group’s strategy and growth policy, while supervising and monitoring the operations of our companies. The members of the Board of Directors are elected according to the Articles of Association of all companies-members of our Group. We aspire to establish a management model that is innovative, efficient and adaptable, and we ensure that all the main principles of corporate governance are followed.

In 2021, shareholders also decided on the establishment of a public benefit body for sustainable tourism and culture. The non-profit organisation will become a core pillar for our Group’s donations, sponsorships and partnerships, allowing for a more efficient and dedicated contribution to those who require assistance, and make a valuable contribution to environmental, cultural and educational issues.

CSR and Corporate Governance

Mitsis Hotels Group examines the impact of its decisions on all stakeholders and promotes ethical behaviour and transparency in all its operations. Our Corporate Responsibility policy includes targeted actions to ensure that all employees take into consideration social and environmental responsibility as important criteria in decision-making

See more: Corporate Social Responsibility Report 2021, p. 21-24

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6. Κανόνες & Διαδικασίες

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

Mitsis Hotels’ business purpose is to offer and deliver effective, innovative and high-quality all-inclusive hotel and restaurant services as well as consulting services to other hotels.

Principles of Corporate Governance

According to the Principles of Government Governance by the Organisation for Economic Cooperation and Development (OECD), corporate governance refers to a system of relationships between a company’s management, Board of Directors, shareholders and other stakeholders. It is critical to establish a structural framework for our company to set corporate goals and implement relevant procedures to pursue them, identify risks, organise appropriate risk management systems and monitor the implementation of the Code of Contract by the Management Team.

Code of Corporate Governance

According to Article 152 of Law 4548/2018, companies listed in the Greek stock market are obliged to abide by and apply a corporate governance code. Although Mitsis Hotels is not under such duty, we consider it imperative to abide by self-regulatory obligations and create a voluntary policy that will improve the operation of our corporation and sustain our well-organised operations across all departments of our Group.

Corporate Social Responsibility Policy

Our Group’s policies that promote our sustainable development include our CSR policy, which aims to ensure our ethical operation by taking into consideration the economic, environmental and social impacts of all business decisions. Our corporate citizenship and responsible culture empower our 4,000 employees to take accountability for their actions and achieve genuine positive societal change.

Internal Audit & Risk Assessment

Our internal audit and risk assessment systems are based on automated safety mechanisms. Our system has been designed to detect threats and sources of risk, as well as centralise all auditing mechanisms to achieve optimum risk evaluation and management through internal audits and automation. Our internal audit and risk assessment mechanism was successfully tested during the COVID-19 era. We were prompt and efficient in establishing new procedures, mechanisms, safety controls and certifications, to be able to provide our accommodation services in a safe and reliable environment. In this context, we complied with new safety regulations and set health protection rules and procedures, allowing us to provide high-quality and safe accommodation services to our guests during the 2020 and 2021 seasons.

Regulatory Compliance

We create a law-abiding culture and philosophy, following state, federal and international laws and regulations relevant to the Group’s operations, while managing to lead a highly competitive market ensuring integrity, safety and ethical behaviour in all business aspects. Simultaneously, our compliance actions enable regular, efficient and effective reporting to executive management, administrative personnel and our hospitality professional staff regarding compliance obligations for Mitsis Hotels across all operational departments. The Group’s regulatory compliance programme includes a consistent process of identification, assessment, management, report, review and monitor of compliance obligations, issues, external corporate lodgements and mechanisms for identifying, documenting, investigating, auctioning and reporting on several compliance issues. Moreover, a corporate-wide training programme including induction training and cyclical reviews of content is running continuously to identify improvement opportunities. In addition, Mitsis Hotels executives are defining a Code of Conduct, reflecting the organisation's daily operations, core values and overall company culture, offering a useful guiding tool to its employees.

Certification

• Bike Friendly
• Blue Flag
• Greek Breakfast
• Green Key
• Health & Safety
• Health First Protocol
• ISO 14001
• ISO 22000
• Safe Operation of Playground
• Safe Operation of Water Slides
• Safe Restart
• Travelife Gold
• HACCP

Hotel Accessibility

Making hotel rooms ADA compliant must be a priority for hotels aiming to provide a pleasant and accessible experience to all guests. In the hospitality industry, it is critical to ensure that people of all abilities are protected. With equity and inclusion placed at the forefront of our operations, we take steps to secure that all processes and programmes are impartial, fair and equal, and we ensure that all employees and guests feel a sense of belonging at Mitsis Hotels. In this context, we establish thorough plans to ensure that all Mitsis Hotels renovated properties are accessible to people with disabilities.

Special Dietary Requirements

At Mitsis Hotels, we want all individuals to feel comfortable, welcome and taken care of. To this end, we cater to special dietary requirements for allergies, health conditions and religious restrictions, ensuring that all guests have a wide range of food options to choose from in our properties.

Confidentiality & Privacy

In the context of our work, we usually receive information that is confidential, private or proprietary and should not be disclosed to third parties. It is our obligation, responsibility and commitment to respect the confidentiality of information relating to our business, customers, know-how, suppliers, prices, methods, techniques, or other material. In the case of infringement, Mitsis Hotels would incur heavy damages and its reputation would be impaired.

Data Protection

It is our obligation to comply with the applicable legislation for Data Protection. It is prohibited to disclose personal data, images or any other information, particularly by publishing them online or sharing them through social media. Any type of infringement of the Data Protection legislation will lead to disciplinary action, the termination of the employment agreement and the appropriate notification to the data protection authority, as well as any other competent administrative authority. Mitsis Hotels take all necessary actions to ensure our commitment to safeguarding the protection of personal data of our guests, employees, suppliers and other stakeholders

GDPR Compliance

General Data Protection Regulation (GDPR) requires companies to clearly define their data privacy policies and make them easily accessible. The Group implements a firm Policy for the Protection of Personal Data in compliance with the European GDPR framework and Greek law. The introduction of a Competition Policy and Compliance Programme is part of Mitsis Hotels’ future plans.

Quality Assurance & SOPs

Our Mitsis Hotels Standard Operating Procedures (SOPs) contribute to optimising all management processes. Our SOPs are developed taking into consideration legal obligations, health & safety protocols and brand standards. They consist of procedures regarding the opening and closing of the season, as well as the daily effective performance of each department. SOPs have been created for the following departments: Bars, Restaurants, Kitchen, Housekeeping, Front Office and Reservations for all properties, to maintain consistency across the brand and standardise orientation and training. Following the development and implementation of SOPs for each department, in addition to our extensive training plans, in 2021 we implemented a thorough quality assurance system to ensure the ongoing implementation of our processes. Our quality assurance checklist enables us to identify potential discrepancies through a coded system that evaluates the extent to which each procedure is properly delivered. The quality assurance system enables management to efficiently and effectively identify areas for improvement and instantly implement resolutions. Our quality assurance process allows the monitoring of the performance of each hotel property and oversee procedures in a unified and coherent manner. The result of this project is delivering superior customer value in all properties by putting our core values into action within every aspect of our operations.

COVID-19 Health & Safety Plan

It is difficult to predict instances of illness or outbreak, especially when large numbers of people gather in close proximity to one another. The important factor is to be prepared and the steps needed are:

• Risk assessment to identify all the possible infection points
• Prevention and protection plan
• Staff training
• Implementation
• Review and update of the plan

It is obvious that precautionary measures and the right and sufficient resources together with a speedy response can be the difference between a few isolated incidents and a full-blown outbreak.

Digital management

Portal CRM Solution Customer Relationship Management (CRM) aims to effectively manage our interaction with current and potential guests. CRM is our significant digital investment to create a unique database asset and understand our visitors’ needs and behaviours. Our CRM platform is seamlessly integrated into our relevant systems (ePOS and PMS), offering a holistic and detailed insight into customers’ profiles.

See more: Corporate Social Responsibility Report 2021, p. 21, 26-27, 138, 175-177, 179-196

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ΔΕΙΚΤΕΣ ΕΠΙΔΟΣΗΣ

SRS-102-16: Αξίες, αρχές, πρότυπα και κανόνες συμπεριφοράς ενός Οργανισμού

Code of Conduct & Ethics

The Board of Directors of Mitsis Hotels has adopted the Code of Conduct & Ethics, applicable to all hotels and other businesses of the Mitsis Group of Companies. It illustrates our sets of values and ethical principles that guide us and constitute a fundamental pillar of our brand. The Code of Conduct & Ethics applies to our Board of Directors, our management team, all employees, as well as our consultants and collaborators. We also encourage our partners and suppliers to pursue the basic principles and underlying values of this Code of Conduct & Ethics. Our Objectives The Code of Conduct & Ethics aims to create a set of rules that will be easy to understand, read and apply. A set of principles that guide each of us in our day-to-day business and conduct, to maintain and further the quality of our services and our reputation. The standards we set today will determine our future, not only as Mitsis Hotels but also, individually, as professionals. Our 10 Principles We present the basic principles that have always guided Mitsis Hotels and allowed us to become a leading brand in the Greek tourism industry. These principles must be understood and complied with by all those who work for or with Mitsis Hotels, regardless of their position or level. Our reputation and our development depend on our ability to apply those principles and values in our business.

1. Professional Behaviour
2. Respect, Diversity & Fair Treatment
3. Professional Development & Support
4. Anti-corruption & Anti-bribery
5. Social Responsibility
6. Confidentiality & Privacy
7. Data Protection
8. Compliance with Laws, Rules & Regulations
9. Respect for Company Assets & Opportunities
10. Occupational Health and Safety (OHS)

VALUES

Empathy, Adaptability, Surprise

MISSION

To stand out as the preferred portfolio of hotels & resorts in Greece offering excellent service, great locations, impeccable facilities, sophisticated dining and a broad spectrum of options for our guests to choose what fits them best

POLICIES

The Group's responsibility is reflected in the policies and procedures it follows for the environmental protection, the health and safety of customers, the development of human resources, children, and young people, as well as for the overall quality of the services provided.

• Environmental Policy
• Health & Safety Policy
• Human Resources Policy
• Safeguarding Policy for Kids
• Total Quality Policy
• Human Rights Policy
• Privacy Policy
• Competition Policy

See more: Corporate Social Responsibility Report 2021, p. 27-28, 111-112

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7. Καταγραφή και παρακολούθηση (monitoring)

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

Aiming at an integrated 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 Metrics (KPIs) cover 5 key areas:

• Financial data
• Quality and processes
• Customers
• Employees
• Reduction of the environmental footprint

The KPIs are differentiated per organizational unit and function, while at the same time they are combined with a corresponding targeting per work role for the head of each department. This approach ensures equal emphasis on the main axes of operation and aligns the strategic and operational objectives of the organization.

The monitoring of the KPIs is supported by the company's digital applications, through which the continuous and valid updating of those involved is ensured. In this way, the required information is obtained in a timely manner and a history of the data is kept for future use and immediate administrative interventions where necessary.

Our transformed digital operations are based on ITIL best practices, a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the businesses’ and customers’ needs. In addition, we established a PMO office for strong project governance, using PMP best practices to ensure successful project delivery, with our delivery and operations processes now being fully baselined and monitored via well-defined KPIs.

Regarding the Performance Indicators for the reduction of the environmental footprint, the following data are monitored and recorded for all the Group:

• energy consumption (electricity kWh – kg CO3, LPG / liters - kg CO3),
• water consumption,
• waste measurements,
• recycling measurements (paper, plastic, glass, metal and aluminum, lamps and electrical equipment, batteries, oils and fats).

The recording and monitoring of the implementation of the basic principles of sustainable development is also implemented through the Management Systems in hotels, such as ISO 22000 for food safety management, as well as ISO 14001 for environmental management.

Finally, for the construction part, the possibility of adopting and implementing the EMAS standard is being explored. In addition, all hotel units of the Group have been certified according to and have been granted the "Green Key" eco-label, while they have also been granted the highest international certification of Travelife (Gold Certification).

Finally, we prepare an annual Report on Sustainable Development & Corporate Social Responsibility in accordance with international standards, which constitute a comprehensive and detailed analysis of the Group's Sustainable Development policies and ambitions. The following areas form the basis for the report: protection of the environment and use of environmentally friendly technologies, non-discrimination, fight against corruption and protection of human rights, as well as respect for labour and customer-consumer rights.

See more: Corporate Social Responsibility Report 2021

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8. Πολιτικές Αμοιβών και κίνητρα για τη Βιώσιμη Ανάπτυξη

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

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

Board of Directors

The Board of Directors defines the Group’s strategy and growth policy, while supervising and monitoring the operations of our companies. we ensure that all the main principles of corporate governance are followed by among others:

• Evaluating the Board of Directors’ operation and effectiveness through its Annual Report to the Ordinary General Assembly of the Shareholders.
• Monitoring and reviewing the implementation of the Board of Directors’ decisions and their effectiveness in fulfilling the purposes of Mitsis Hotels.
• Conducting regular assessments on the efficient functioning of the Board of Directors and its performance, carried out by external consultants.

Employees

Guided by equality, meritocracy and justice, our Group develops a system for managing team and individual performance, linked to an individual development plan, training actions and a provision / incentive policy, always taking into account equal opportunities between the sexes. The methodology followed is Performance Management by Goals, based on a clear organizational structure and specific objectives, separate for each job role, which are harmonized with the long-term creation of added value for shareholders, employees, customers, supply chain, local and wider social network.

This performance evaluation system approaches evaluation as an evolutionary process and takes care of the corresponding training, guidance and support of employees, in order to achieve continuous personal development and high team performance. The objectives are measurable and agreed, while for the validity of the scoring of the preselected quality criteria, the opinion of two evaluators is taken into account and self-evaluation is included. The Group's Human Resources Department is the custodian of the process, ensuring its utilization as a tool for development.

Rewarding the team and each 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 undoubtedly correspond to the desired employee profile of our Group and are recognized respectively.

Based on the valid measurement of the group achievements and the contribution of each employee individually in the performance management process, the Mitsis Hotels Group has developed respectively the benefit and incentive policies for all its employees. The main axes of these policies are on the one hand the recognition of the need for the design of incentives of an individualized nature and at the same time the equal and fair reward of the contribution of the 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 objectives 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 objectives has been predetermined in a transparent manner and taking into account the nature of each job role and its contribution to business activity.

The level of fixed benefits and remuneration, respectively, is based on fair remuneration for the needs of each position taking into account the level of responsibility, as well as the knowledge, specialization and experience required to achieve the expected results, and is in accordance with the provisions of labor law, while at the same time being formed on the basis of the financial situation of the company and supporting 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 corresponding training programs, as well as ensuring the quality of living and health, such as accommodation, food, medical services, etc.

We operate a centralized internal function that ensures that employee remuneration is consistent with the scope of work, duties and responsibility. The defined remuneration structures are reviewed annually and updated through the analysis of market data and trends.

 
Voluntary Initiatives

Our targeted voluntary environmental initiatives contribute to the protection and conservation of biodiversity in our destinations. The environmental initiatives of our hotels & resort include tree planting projects, regular beach clean-ups and the celebration of environmental international days.

 
Green Teams

At Mitsis Hotels, we strive to fully engage employees in our company’s sustainability journey. In this context, green teams are formed in all our hotels & resorts for the organisation and implementation of CSR initiatives on property. Green teams are imperative in instilling and cultivating the importance of corporate responsibility among all team members.

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ΔΕΙΚΤΕΣ ΕΠΙΔΟΣΗΣ

SRS-102-35a: Πολιτική αποδοχών

SRS-102-38: Συνολικές αποζημιώσεις ετησίως

Remuneration policies, including fixed pay and variable pay (Hotels employees only)

For hotel employees with management positions, our Group has introduced a system combining fixed and variable remuneration since 2021. The variable salary is based on the employee’s fixed remuneration, but this remuneration varies depending on the performance of the employee and the company. Variable pay is paid in the form of a bonus at the end of the year, based on the targets set and the extent to which they have been met, and can range from 8% to 22.5%.

Total annual compensation

Ratio of the annual total compensation for the organisation’s highest-paid individual in each country of significant operations to the median annual total compensation for all employees (excluding the highest-paid individual) in the same country.

The Ratio is 4.54

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9. Διάλογος με τα Ενδιαφερόμενα Μέρη

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

Ο Όμιλος προωθεί μακροχρόνιες συνεργασίες, με πολλές να χρονολογούνται από την ίδρυση του Ομίλου το 1976. Ενώ είμαστε υπερήφανοι για την ταυτότητά μας ως οικογενειακή επιχείρηση, τηρούμε πρωτόκολλα και εφαρμόζουμε διεθνώς αναγνωρισμένα λειτουργικά πρότυπα. Είναι προνόμιο να φιλοξενούμε έναν εκτενή εργατικό δυναμικό 4.800 αφοσιωμένων εργαζομένων και να υποδεχόμαστε ετησίως 400.000 επισκέπτες. Ο εκτεταμένος μας δίκτυο επιχειρηματικών συνεργατών, εμπορικών προμηθευτών και παρόχων υπηρεσιών έχει βαθύ αντίκτυπο στη ζωή τουλάχιστον 4.000.000 ατόμων και συμβάλλει σημαντικά στην ευρύτερη ελληνική κοινωνία ως κρίσιμος κινητήριος μοχλός της τουριστικής οικονομίας της χώρας.

Για περισσότερα από 45 χρόνια, καλλιεργούμε μακροχρόνιες σχέσεις και ξεκινάμε κοινές επιχειρηματικές προσπάθειες με τους εκλεκτούς μας συνεργάτες. Ενθαρρύνουμε ενεργά αμοιβαία επωφελή επιχειρηματική συνεργασία και παρακολουθούμε με υπερηφάνεια τη συνεχή διεύρυνση του δικτύου συνεργατών μας, μελών του δικτύου Mitsis League. Είναι με μεγάλη τιμή που αναγνωρίζουμε το εξαιρετικό δίκτυο των συνεργατών που μας συνόδευσαν στον δρόμο της συνεχούς προόδου και επιτυχίας.

Είμαστε αφοσιωμένοι στην προώθηση συνεχούς και σημαντικής επικοινωνίας με τους ενδιαφερόμενους φορείς μας, με στόχο την παροχή πλήρους πληροφόρησης σε άτομα και ομάδες που μπορεί να επηρεαστούν από τις αποφάσεις που λαμβάνονται από την εταιρεία μας. Η δέσμευσή μας βρίσκεται στο να αξιολογούμε και να ενσωματώνουμε τις απόψεις και τα ενδιαφέροντα όλων των σχετικών μερών, ενώ ταυτόχρονα καλλιεργούμε άμεσα κανάλια συνεργασίας και εποικοδομητικής ανταλλαγής ιδεών. Μεταξύ των ενδιαφερόμενων φορέων του Ομίλου είναι οι υπάλληλοι και επισκέπτες μας, οι αξιόπιστοι συνεργάτες και προμηθευτές, οι μέτοχοι και επενδυτές, τα μέσα ενημέρωσης, οι αρχηγοί κοινής γνώμης, κοινωνικοί φορείς, ΜΚΟ, τοπικές κοινότητες, ακαδημαϊκά ιδρύματα, καθώς και το Ελληνικό Κράτος και η κυβέρνηση.

Η αποτελεσματική επικοινωνία με τους ενδιαφερόμενους φορείς παίρνει σάρκα και οστά μέσω διαφανών δημόσιων διαλόγων, ομιλιών, παραγωγικών συναντήσεων, ενημερωτικών παρουσιάσεων, οδοντών, επίσημων ανακοινώσεων, δελτίων τύπου, συνεντεύξεων, ενημερωτικών δελτίων, έρευνας αγοράς, ενημέρωσης της ιστοσελίδας και ενεργού συμμετοχής στα κοινωνικά μέσα επικοινωνίας, μεταξύ άλλων μέσων.

Το Loyalty programme MFC αποτελεί την προηγμένη προσφορά μας προς τους επισκέπτες μας, προκειμένου να αναβαθμίσουν την εμπειρία των διακοπών τους και να απολαύσουν τη διαμονή τους στο έπακρο. Το Πρόγραμμα Πιστότητας μας δημιουργήθηκε το 2012 και αναβαθμίζεται συνεχώς για να ανταμείβει ακόμη περισσότερο τους πιο πιστούς μας επισκέπτες και τους πρεσβευτές του ομίλου Mitsis. Κατά την κράτηση της διαμονής τους και τη χρήση των υπηρεσιών μας, τα μέλη του MFC ανταμείβονται με πόντους και αποκλειστικά οφέλη επί τόπου. Ανάλογα με το επίπεδο μέλους τους, οι επισκέπτες μας μπορούν να απολαύσουν ειδικά οφέλη, συμπεριλαμβανομένων εκπτώσεων στο ηλεκτρονικό κατάστημα, δωρεάν νωρίς check-in, προτεραιότητα στο check-in, δωρεάν αργό check-out και ειδικά δώρα αναχώρησης, μεταξύ άλλων. Επιπλέον, τα μέλη μπορούν να εξαργυρώσουν τους πόντους τους για διαμονή στα ξενοδοχεία Mitsis ή για υπηρεσίες Concierge. Τα σχόλια των επισκεπτών ενσωματώνονται επίσης στον σχεδιασμό και την υλοποίηση δραστηριοτήτων και πρωτοβουλιών εταιρικής κοινωνικής ευθύνης.

Συννημένα Αρχεία: Λήψη CSR Report 2022

ΔΕΙΚΤΕΣ ΕΠΙΔΟΣΗΣ

SRS-102-44: Σημαντικά θέματα και προβληματισμοί που προέκυψαν

Διατάξεις Επικοινωνίας με τους Φορείς Ενδιαφέροντος

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10. Προϊοντική Υπευθυνότητα και Καινοτομία

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

At the dawn of a new digital era, we invest in technological innovations in our hotels’ operations, focusing on digital transformation, systems' optimisation, and support of scientific conferences and initiatives that contribute to the research and development of breakthrough products and services.

Digital Transformation

Remaining committed to our digital transformation journey, we are meticulously following our technology investment plan for the introduction of state-of-the-art business applications, initiating the Discovery phase of our Digital Reinvention, involving a fundamental redesign of how we engage with various stakeholders. Our Digital Reinvention journey began with reorganising our teams and transforming our technical operations. All undertaken changes are based on ITIL best practices, a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the businesses’ and customers’ needs. In addition, we established a PMO office for strong project governance, using PMP best practices to ensure successful project delivery, with our delivery and operations processes now being fully baselined and monitored via well-defined KPIs.

Network and Systems Optimisation

• Update of Mitsis Disaster Recovery (DR) site.
• Diverse circuits & failover internet lines to all our properties.
• Wi-Fi infrastructure update based on Wi-Fi site surveys using Ekahau.
• Partnership with HPE and introduction of Aruba networking and Wi-Fi, along with IPTV solution.
• Replacement of all hotels’ legacy servers and corporate devices, and upgrade to updated operating systems and hardware with a 5-year support guarantee

Security

Continuously improving and optimizing our security posture, this year we invested in extended cybersecurity security enhancements. First, we performed extensive assessment tests on our external and internal network, as well as on our systems’ hardware and software configuration from an authorized trusted partner, which revealed that Mitsis IT systems are configured using best practices and providing security to all system transactions. In addition, we reviewed our current Microsoft Office 365 and increased the security levels by 30%.

In-House Developments

• CapEx: Development of system tracking corporate fixed asset history.
• Streamline and automation enhancement in critical back-end business processes.
• MyData: Development and configuration of an embed to all our information systems processes to ensure full compliance with Greek tax laws and regulations.
• Business Intelligence: Development of Group reports.

 
Valuable Marketing Assets

Guided by our customer-centric philosophy, we have developed effective customer relationship management software programmes and other essential technological solutions to ensure the ultimate guest experience. We provide our guests with personalised communications and offerings that address their specific wants and needs, not only during their stay but throughout the customer journey. We have carefully developed over 30 strategic touchpoints throughout our guests’ customer journey.

Portal CRM Solution

Customer Relationship Management (CRM) aims to effectively manage our interaction with current and potential guests. CRM is our significant digital investment to create a unique database asset and understand our visitors’ needs and behaviours. Our CRM platform is seamlessly integrated into our relevant systems (ePOS and PMS), offering a holistic and detailed insight into customers’ profiles. Furthermore, through CRM we can effectively manage our Loyalty Programme, cultivating a strong relationship with our customers. Social media interaction through CRM also contributes to communicating and engaging with our customers.

Mitsis Friends Club (MFC)

Our MFC loyalty programme is our premium offer for guests to elevate their holiday experience and enjoy their stay to the fullest. Our Loyalty Programme was created in 2012 and is continuously upgraded to increasingly reward our most loyal guests and Mitsis brand ambassadors.

360ο Digital Assets

The COVID-19 pandemic accelerated several development trends, with digital transformation being a prime example. Our vision to pioneer the hospitality industry has led to the development of new technology services and innovative applications for our customers, allowing us to gain and retain guests through easy-touse self-service capabilities. During 2021, Mitsis Hotels developed a 360o Digital Marketing Strategy, to improve the overall experience of our guests, engage with travellers before, during and after their stay, communicate with them more effectively and offer them personalised services and experiences.

Mitsis LOVE E-shop

Inspired by Greek history, culture and architecture, our Mitsis LOVE collection offers exclusive items made using the finest materials in three product lines: business, personal and home. Visitors can navigate the website easily, search the offered products, create wish lists, and place orders online through our e-shop.

Our Digital Smart Apps

The pandemic elucidated that the digitalisation of travellers’ experience is imperative for thriving in the new era. Mitsis Hotels, continuously investing in the newest technology and digital smart apps, has developed an integrated digital marketing strategy with onsite and offsite apps to reach travellers.

Mitsis Concierge Platform

Aspiring to elevate our visitors’ holiday experience, we offer guests one-of-a-kind, tailor-made experiences as we further enrich our wide range of concierge services in our Mitsis Concierge Platform. From new anniversary & birthday packages, online and early check-in options and PCR testing, to private tours, candlelit dinners and room service & upgrade, the collection of our seamless services is designed to offer our guests the finest of Greek hospitality with just one click. Our Mitsis Concierge holistic 360o guest experience is an easy-to-use, responsive platform that assists our guests with planning and booking their personalised experiences before their arrival and ensuring contactless and reliable transactions. More than 25K bookings were made by guests through our online concierge platform during the 2021 season.

Table Reservation Platform

Table Reservation is an innovative digital platform offering our guests the ability to book their table online for brunch, lunch or dinner, choosing among the plethora of our food and beverage outlets. An integral part of our concierge services, the platform is efficiently designed to increase convenience and accuracy and decrease waiting times by best coordinating staff and inventory.

Live Chat, our customer support tool

As guests’ expectations are rising, our online chat tool installed on our website offered personal assistance to our guests. By providing timely, accurate and informative guidance, we can win the heart of website visitors, sustain our brand image and increase our sales conversion. More than 3,000 online visitors interacted and communicated with Mitsis Hotels via our online Live Chat during the 2021 season.

Online Check-in

Our guests have the option to check-in online and digitally sign for their hotel stay reservation, making every moment of their stay count. Providing guests with the option of avoiding the reception queue is important not only for their experience in our hotels but also for enforcing COVID-19 social distancing and safety measures. With just one click, more than 4,000 travellers enjoyed our online check-in service in 2021.

Online Room Upgrade

During the 2021 season, we featured an online room upgrade option to provide our guests with the opportunity to upgrade their stay. Through our website, our guests can now select a superior room category based on their needs.

QR Code Readers

During the 2021 season, technology was tapped to help curb the COVID-19 pandemic at our hotels. All menus and branding apps, including maps, directories, and brochures, were available through contactless QR Codes, which could be scanned by our guests with their mobile devices.

Digital Signage

Since 2019, we have installed in our hotels’ lobbies digital signage screens to provide our guests with relevant audiovisual information on our hotel outlets, the weather, the recreation events programme and special hotel features and highlights. As of 2020, these screens also inform guests about all enforced health & safety protocols, instructions and recommendations regarding COVID-19.

Multi-functional Touchscreens

A microsite of our brand-new website is developed and displayed on interactive touchscreens placed in our hotels’ lobbies. This all-in-one interactive solution seamlessly blends our properties’ accommodation options, upcoming events, digital calendar, dining options, local attractions, loyalty programme and bookable concierge services into a compelling and easy-to-use, immersive touchscreen digital concierge communications platform.

Branded Info Channels

Since 2019, we have created two info channels on our hotels' TV programmes that include detailed information on our Group, our unique product and service offerings and destination highlights per location. The channels also feature our environmental awareness videos and our detailed COVID-19 plan.

GreenTech Challenge

Mitsis Hotels is honored to be a Gold Sponsor of GreenTech Challenge 2021, the largest national green innovation competition. The GreenTech Challenge initiative is organised by the National Technical University of Athens and aims to promote new innovative ideas that contribute to solving important environmental challenges, combat climate change and support sustainable development. A representative of Mitsis Hotels Group participated in the jury panel of the final phase of the competition for the selection of the winning team.

Foster Green Partnerships

• WWF Greece
• QualityNet Foundation

COVID-19 Health & Safety Plan

Considering the health and safety of our guests and staff as our top priority, Mitsis Hotels devised and implemented an integrated Health and Safety Plan foreseeing all measures, specifications and procedures across all hotel departments. See more: Corporate Social Responsibility Report 2021, p. 178-198

Adapt to Special Needs

We establish thorough plans to ensure that all Mitsis Hotels renovated properties are accessible to people with disabilities. We pay special attention and care to make sure that all renovated venues include low inclined ramps, spacious rooms and specific equipment for pool and beach area access, so as to remove barriers and provide equal access to all individuals.

We cater to special dietary requirements for allergies, health conditions and religious restrictions, ensuring that all guests have a wide range of food options to choose from in our properties. Through our MFC loyalty platform, guests can indicate their food preferences and we have set up processes to facilitate healthy eating and dietary restrictions.

WWF Hotel Kitchen

In 2021, our properties Blue Domes Resort & Spa and Rodos Village Beach Hotel & Spa participated in the innovative ‘Hotel Kitchen’ programme that aims to reduce food waste in hotels, a critical step in minimising our environmental footprint. The programme includes the formation of task forces responsible for strategy development, employees’ training to actively contribute to the prevention and reduction of food waste, cooperation with local agencies, integration of food donation programmes and implementation of sorting and measurement systems for the evaluation of the actions’ effectiveness. Mitsis Hotels will continue its partnership with WWF Hotel Kitchen in 2022, adding more Group properties to the programme.

In Action SDGs Week by QualityNet Foundation

The annual ‘In Action SDGs Week’ is organised in collaboration with the United Nations Information Centre, institutionalising a national campaign to inform, educate and mobilise citizens toward Sustainable Development Goals, the global framework for taking targeted action to create a better world. Mitsis Hotels is proud to participate in the project by presenting our initiatives for the achievement of the 17 UN SDGs.

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ΔΕΙΚΤΕΣ ΕΠΙΔΟΣΗΣ

SRS-302-1: Κατανάλωση ενέργειας εντός του οργανισμού

Total Electricity Consumption (kWh)

Electricity Consumption per Guest Night (kWh/guest night)

Data for 2020 is not presented because Mitsis Hotels operated at reduced capacity, with only 9 of our properties opening their doors to guests due to COVID-19, resulting in an uneven comparison.

Investment plan

Reimagining the meaning of modern luxury and determined to continuously add value to our products and brands, we invest time, capital and expertise to bring to life ambitious infrastructure projects, welcoming 350,000 guests annually to a new day of Greek hospitality. Mitsis Hotels has embarked on a large-scale investment plan, creating an unprecedented development story. In the years 2017-2021 we have implemented an ambitious €100M renovation and refurbishment programme, to be followed by an additional €250M plan to fully upgrade our Group’s 17 high-end hotels and resorts across 5 destinations in Greece.

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11. Χρήση Φυσικών Πόρων

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

At Mitsis Hotels, we aspire to balance exceptional guest experiences with sustainable hospitality, acting as a role model for sustainable tourism development in Greece. Mitsis Hotels is committed to embedding environmental sustainability in the hospitality and tourism sector, reflected in our deep commitment to our ambitious sustainability targets and our continued strategic investments toward their implementation. Our decision-making addresses the needs of all stakeholders and integrates all relevant sustainability principles in our operations. To this end, Mitsis Hotels establishes extensive policies, practices and initiatives to minimise the environmental footprint of our 17 hotels & resorts in Greece.

Our Environmental Actions Our goal is to ensure a flawless hospitality experience for our guests, delivered in a sustainable manner. To achieve this, we adopt and implement responsible policies and practices to minimise our ecological footprint and maximise our environmental conservation efforts. Our environmental protection efforts revolve around 10 key performance areas:

• GREENHOUSE GAS EMISSIONS
• ENERGY CONSERVATION & MANAGEMENT
• AIR QUALITY PROTECTION
• WASTE MANAGEMENT
• CHEMICALS & HARMFUL SUBSTANCES MANAGEMENT
• ECOSYSTEM PROTECTION & CONSERVATION
• WASTEWATER MANAGEMENT
• FRESHWATER MANAGEMENT
• LAND-USE MANAGEMENT

ISO 14001

All our hotels & resorts are proud holders of the ISO 14001 by TÜV Hellas (TÜV Nord), the international and most renowned standard for environmental management systems in the world. ISO 14001 provides organisations with requirements and guidance on minimising their environmental impact and complying with applicable environmental laws and regulations. ISO 14001 is voluntary and assists companies with managing resources more efficiently, continually improving their environmental performance.


Travelife Gold Certification

Travelife is an internationally recognised accommodation sustainability programme by the Association of British Travel Agents (ABTA), containing a range of criteria that assess accommodation performance in the areas of human rights, labour standards, community engagement and environmental impact. All of our hotels & resorts are proud holders of the Travelife Gold Certification

Our Policies for the Environment

Environmental Policy

Our Environmental Policy reinforces our commitment to the environment and outlines the steps we take to provide a sustainable hospitality experience for our guests. The Environmental Policy includes specific guidelines on reducing our carbon footprint and preserving the natural resources of our destinations.

Sustainable Procurement Policy

Consistent with our Environmental Policy, our Sustainable Procurement Policy ensures that Mitsis Hotels’ employees take into consideration environmental and social responsibility as important factors in their purchasing decisions. The following principles guide Mitsis Hotels’ procurement activities:

• We aim to buy products that are produced in a sustainable and fair-trade manner. Priority is given to products delivered in reduced packaging, which are either made from recycled materials or materials that can be recycled.
• We avoid purchasing products, materials or machinery containing substances that are hazardous to the environment or public health.
• We prioritise the purchase of products that are made locally and use local companies to provide services whenever possible.
• We inform our suppliers about our CSR programme and Environmental Policy, ensuring they share our green philosophy, follow sustainable practices and comply with safety, hygiene and environmental standards according to internationally certified management systems (e.g. ISO 14001).

Energy

The total Electricity Consumption in 2021 was 32,039,261.89 (kwh) and the LPG consumption reached 979,176.00 (LT).

Water

In 2021, the water consumption was 720,624.00 (m3) in comparison to 1,159,693.84 (m3) in 2019.

Materials

Total Recycling (kg)

We also use and recycle Plastic, Metal, Electrical & Electronic Appliances, Batteries, Toner, Light Bulbs, Soap.

Mitsis Hotels applies an integrated waste management system based on the provisions of the national and European legislation, the implementation of ISO 14001, as well as the standards of Green Key and Travelife Gold certifications.

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ΔΕΙΚΤΕΣ ΕΠΙΔΟΣΗΣ

SRS-302-1: Κατανάλωση ενέργειας εντός του οργανισμού.

Total Electricity Consumption (kWh)

Electricity Consumption per Guest Night (kWh/guest night)

 Data for 2020 is not presented because Mitsis Hotels operated at reduced capacity, with only 9 of our properties opening their doors to guests due to COVID-19, resulting in an uneven comparison.

Total LPG Consumption (LT)

LPG Consumption per Guest Night (LT/guest night)

SRS-303-1: Κατανάλωση νερού.

Total Water Consumption (m3

Water Consumption per Guest Night (m3/guest night)

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12. Διαχείριση Πόρων

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

Environmental protection is a key prerequisite for sustainable development and a key pillar of the Group's Corporate Social Responsibility. In this context, we undertake coordinated actions to integrate detailed procedures into our business activity and to undertake actions aimed at reducing our environmental footprint.

• Saving energy and natural resources in general.
• Effective management of solid waste.
• Application of environmental criteria to procurement.
• Rationalization of travel.
• Design of renovations and new infrastructure based on strict environmental criteria.

Energy

Our energy conservation targets include reducing energy consumption by 1.5% annually (2019 base year) and minimising LPG consumption to 0.5 litres/night stay.

We are implementing targeted activities to continuously reduce the energy consumption and subsequent carbon dioxide emissions of our operations.

Energy Actions in 2021

To mitigate the carbon footprint of our hotels’ operations, the following activities were implemented in 2021:

• Removal of single-use plastic from operations.
• Renovations of hotel properties to include modern efficient equipment.
• Replacement of conventional lamps with LED lamps.
• Installation of external thermal insulation in buildings.
• Installation of green roofs.
• Replacement of split-type air conditioners with multi-split type (VRV) of high energy efficiency and use refrigerants with a lower greenhouse gas footprint.
• Replacement of fossil fuel (oil/gas) boilers with heat pumps for the production of hot water.
• Installation of smart magnetic cards and card switches for the adoption of touch screen lighting and air conditioning in guest rooms.
• Complete use of natural lighting and adoption of artificial lighting management systems based on DALI/KNX technology and solar tracking.
• Installation of new generation energy-efficient window frames.
• Installation of new generation energy efficient regenerative elevators (category A).

Clean Water & Sanitation

Our water conservation targets include reducing total water consumption by 2.5% until 2025 (2019 base year) and minimising water consumption to 0.45 m3 / guest night.

Waste Management & Recycling

Sustainable waste management aims to extend the use of materials for as long as possible and minimise the amount of solid waste that is disposed of in landfills or through incineration. Sustainable waste management is a critical challenge for our industry and we implement rigorous practices and policies to mitigate the negative environmental impact of waste production. Mitsis Hotels applies an integrated waste management system based on the provisions of the national and European legislation, the implementation of ISO 14001, as well as the standards of Green Key and Travelife Gold certifications. The Group invests considerable resources, trains employees, communicates with stakeholders and continuously enhances its environmental programme to achieve the objectives of its environmental management system. For our recycling programme, the weight of all waste types is recorded before disposal and registered annually in the electronic register of the Hellenic Ministry of Environment and Energy. Contracts with certified contractors and waste management agencies are signed for the disposal of recyclable materials. Waste is temporarily stored in appropriate areas on the hotels’ properties until it is collected by the external contractors. In the few cases where a contract with a recycling operator is not feasible, waste is disposed in the appropriate blue bins of each Municipality, after being measured and weighted.

Paper & Cardboard

Our goal is to reduce waste by 3% annually (2019 base year). Reduction is achieved by procuring large raw material packaging and preferring glass containers where possible.

Plastic

Our goal is to reduce waste by 3% annually (2019 base year). Reduction is achieved by procuring larger packaging as well as alternative, environmentally friendly packaging, and glass containers.

Glass

Our goal is to reduce waste by 3% annually (2019 base year). Reduction is achieved by procuring larger glass containers where possible. Metal Our goal is to reduce waste by 3% annually (2019 base year). Reduction is achieved by reusing and reprocessing materials where possible.

Electrical & Electronic Appliances

Our goal is to annually replace 2% of old equipment (2019 base year). Reduction is achieved through repair. Recycling of electrical and electronic appliances is conducted nationwide for the Group.

Batteries

Our goal is to reduce waste by 2% annually (2019 base year). Reduction is achieved by using rechargeable batteries where possible.

Toner

Our goal is to reduce waste by 2% annually (2019 base year). Reduction is achieved by refilling. Systematic measurement of toner waste will begin in 2022.

Cooking Fats & Oils

Our goal is to reduce waste by 3% annually (2019 base year). Reduction is achieved through rational use on menus and implementation of a drain and reuse process that safely extends oil use by 1 day. Recycling of cooking fats and oils is conducted nationwide for the Group.

Food Waste

Food waste reduction efforts mainly focus on reducing waste in food preparation and minimising leftovers. Our goal is to achieve a 15% food waste reduction by 2024, followed by an additional 3% reduction per year until 2030. Food waste reduction can be achieved through several actions. First, by monitoring food preparation and discarding only the absolutely non-edible part of raw materials (mainly vegetables). Second, by conserving the prepared uneaten food and donating it or offering it to employees. Third, by partnering with WWF Greece for the Hotel Kitchen programme and implementing best practices and guidelines to all hotels. Lastly, by collecting it and sending it to compost production companies, or offering it as animal food where possible. Food waste measurement was launched as a pilot in 2021 and will be systematised in 2022, following all relevant legislation and quality standards (ISO 14001, Green Key, Travelife Gold Certification).

Light Bulbs

Our goal is to replace all incandescent light bulbs with LED lights. Approximately 95% of incandescent light bulbs have already been replaced with LED lamps, while the remaining 5% is expected to be replaced in 2022. 100% of burned-out lamps are handed over for recycling.

Soap

Reduction is achieved through the use of liquid soap with dispensers where possible, and through on-demand replacement of amenities in guest rooms.

The Goal of Zero Waste

Zero waste is a set of principles focused on waste prevention that encourages the redesign of resource life cycles so that all products are reused. The zero waste approach aims to reduce and ultimately eliminate garbage. We are committed to continuously reducing our waste production and enforcing all regulations and recommendations of national and international authorities for waste management and the circular economy. Particular efforts are made to especially reduce organic waste that, if disposed of in landfills, can contribute significantly to climate change by producing greenhouse gases. Mitsis Hotels’ waste management policy is based on the 5 R Waste Hierarchy Model.

Sustainable Renovations & Refurbishment Projects

Our ambitious renovation programme is conducted based on our green philosophy. All renovations are based on our eco-friendly philosophy and aim to minimise our environmental impact and mitigate our carbon footprint, improving energy efficiency. resilience, sustainability and biodiversity by adding heat-resistant fauna and flora, preserving local environmental conditions and transforming venues into Nature-based Solutions (NBS).

Protect and Conserve Biodiversity

LIFE, our green project

At Mitsis Hotels, we encourage guests to follow our sustainability journey and be part of our green story. Our ‘LIFE’ environmental programme provides detailed information to guests on how to travel responsibly and respect our destinations during their stay. We urge guests to learn more about the destination and provide specific recommendations on how to respect local communities and the natural environment.

Environmental Awareness Video

Our environmental awareness video is displayed on all digital screens and guest room TVs in our hotels, providing guests with useful information on how to be environmentally responsible during their stay. We encourage guests to minimise their environmental footprint by participating in our recycling efforts, turning off lights during the day and closing all windows and doors when the A/C is on. We also request guests to report any leaks to the front office, use limited resources wisely and prefer public transport, biking and walking during their stay. Our dedicated staff is always available to answer our guests’ questions or concerns.

Green Teams

At Mitsis Hotels, we strive to fully engage employees in our company’s sustainability journey. In this context, green teams are formed in all our hotels & resorts for the organisation and implementation of CSR initiatives on property. Green teams are imperative in instilling and cultivating the importance of corporate responsibility among all team members.

Sustainability Trainings

We are committed to making every one of our 4,000 employees a sustainability champion. Mitsis Hotels’ employees participate in extensive annual sustainability trainings and workshops to provide them with a clear context of the environmental challenges of the hospitality & tourism industry, as well as present them with specific concrete sustainability actions to minimise our environmental impact and maximise our ecological conservation efforts. We make sustainability visible and aim to empower our employees to take ownership of the sustainability impact of their actions. Through our sustainability trainings, we also ensure that our employees are in a position to answer any sustainability question or concern our guests may have.

Environmental Initiatives

Our targeted voluntary environmental initiatives contribute to the protection and conservation of biodiversity in our destinations. The environmental initiatives of our hotels & resort include tree planting projects, regular beach clean-ups and the celebration of environmental international days. Beach Clean-ups

Coastal clean-ups are imperative to reduce solid litter, dense chemicals and organic debris so as to protect our oceans from pollution. Committed to ensuring the environmental protection of our destinations, all Mitsis Hotels properties located next to the beach undertake regular beach cleanings. Our beach-clean ups with the participation of employees, guests and members of the local community contribute to preserving the marine environment, conserving habitats and raising awareness of the impact of the emerging issue of coastal pollution.

Tree Planting

As proud ambassadors of the local communities that nurture us, we aim to protect and enhance the biodiversity of our destinations. Following our successful 2019 reforestation project in Apollakia, Rhodes, in 2021 Mitsis Hotels organised and implemented a tree planting initiative in Kardamena, Kos. Over 200 local tree species were planted with the participation of our hotel employees, guests and members of the local community. Our volunteers were divided into teams with distinct responsibilities including distributing the plants, fertilizing the ground, staking and tying the trees, or watering the ground. We are tremendously grateful for the voluntary participation and engagement of our staff, guests and residents in our green initiatives.

Celebration of International Days

At Mitsis Hotels, we continuously strive to enhance our rich recreation programme, offering guests a broad range of educational and entertaining activities during their stay. With sustainability being one of the main pillars of our recreation programme, we celebrate international days, including Earth Day, Environment Day and Oceans’ Day, with engaging initiatives for adults and kids alike. Environmental activities such as junior gardeners and arts & crafts using recycled materials are a significant component of our properties’ Kids Clubs programme, and our professional teachers and educators continuously incorporate activities that help children learn good environmental practices. Our goal is for every guest, even the youngest ones, to be part of our green story.

Foster Green Partnerships

WWF Greece

WWF Greece, a member of the WWF global network for the protection of the environment, aims to stop the degradation of the natural environment and build a future in which people will live in harmony with nature, through the conservation of the planet's biodiversity, the sustainable use of renewable natural resources and the reduction of pollution and consumption waste. In 2021, Mitsis Hotels partnered with WWF for the innovative programmes ‘Adopt a Beach’ and ‘Hotel Kitchen’.

GreenTech Challenge

Mitsis Hotels is honored to be a Gold Sponsor of GreenTech Challenge 2021, the largest national green innovation competition.

QualityNet Foundation

QualityNet Foundation is an NGO established in 1997 with the goal to develop and promote sustainable development in Greece. We are proud to contribute to the work of QualityNet Foundation by annually participating in the organisation’s dialogue and networking initiatives fostering responsible business operations.

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ΔΕΙΚΤΕΣ ΕΠΙΔΟΣΗΣ

SRS-302-4: Μείωση της κατανάλωσης ενέργειας.

Total Electricity Consumption (kWh)

SRS-306-2: Συνολικό βάρος των αποβλήτων, με βάση τον τύπο και τη μέθοδο διάθεσης.

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13. Εκπομπές αερίων και Κλιματική Αλλαγή

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

Climate change, the long-term shifts in temperatures and weather patterns, is one of the most pressing issues of our time and primarily results from the burning of fossil fuels that produce heat-trapping gases. Climate change mitigation consists of actions to limit global warming and its related effects, mainly by tackling energy consumption and reducing our dependence on fossil fuels.

In this context, we are implementing targeted activities to continuously reduce the energy consumption and subsequent carbon dioxide emissions of our operations.

Energy Actions in 2021

To mitigate the carbon footprint of our hotels’ operations, the following activities were implemented in 2021:

• Removal of single-use plastic from operations.
• Renovations of hotel properties to include modern efficient equipment.
• Replacement of conventional lamps with LED lamps.
• Installation of external thermal insulation in buildings.
• Installation of green roofs.
• Replacement of split-type air conditioners with multi-split type (VRV) of high energy efficiency and use refrigerants with a lower greenhouse gas footprint.
• Replacement of fossil fuel (oil/gas) boilers with heat pumps for the production of hot water.
• Installation of smart magnetic cards and card switches for the adoption of touch screen lighting and air conditioning in guest rooms.
• Complete use of natural lighting and adoption of artificial lighting management systems based on DALI/KNX technology and solar tracking.
• Installation of new generation energy-efficient window frames.
• Installation of new generation energy efficient regenerative elevators (category A).

Sustainable Renovations & Refurbishment Projects

In the years 2017-2021, Mitsis Hotels already implemented an ambitious €100M renovation and refurbishment programme, which will be followed by an additional €250M plan to fully upgrade the Group’s high-end hotels and resorts across 5 destinations in Greece. The full plan is expected to be completed by 2026. Our renovations concern both public and private areas, adding new room types, facilities, amenities and F&B outlets to ensure a flawless hospitality experience for our guests. Our ambitious renovation programme is conducted based on our green philosophy. All renovations are based on our eco-friendly philosophy and aim to minimise our environmental impact and mitigate our carbon footprint, improving energy efficiency. resilience, sustainability and biodiversity by adding heat-resistant fauna and flora, preserving local environmental conditions and transforming venues into Nature-based Solutions (NBS).

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ΔΕΙΚΤΕΣ ΕΠΙΔΟΣΗΣ

Total Electricity Consumption (kWh)

Our energy conservation targets include reducing energy consumption by 1.5% annually (2019 base year) and minimising LPG consumption to 0.5 litres/night stay.

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14. Εργασιακά Δικαιώματα

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

Being home to 4,000 employees, Mitsis Hotels aspires to foster an environment where team members feel welcomed and celebrated. Our strong brand culture, values and personality DNA, are the foundations in enhancing diversity, providing employee care and adopting to special needs.

Our Brand Culture

Our people are our most valuable asset, being at the core of our operation and we establish extensive trainings, procedures and tools to enhance the development of Mitsis employees and provide team members with the resources they need to excel at what they do. The policies of our Group are tailored to our corporate culture and philosophy. Our brand definition model is our credo, applied in all of our customer-centric procedures. The Mitsis brand culture is aligned with all stages of our employee journey, from the selection of candidates and recruitment to training and evaluation, constantly ensuring that we are unified and defined by the same values, philosophy and mission towards our guests and each other.

Our priority is the protection of their labor rights, in accordance with Greek legislation and international standards. Through specific policies and rules of human resource management, 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.

Our Group promotes the fundamental principles of the International Labour Organisation's Declaration on the Protection of Fundamental Labour Rights, including:

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

(b) non-participation in forms of child labour, and

(c) the elimination of discrimination at work.

Our Policies for our People

Human Resources Policy

We do not tolerate discrimination and strictly oppose any form of harassment of individuals. We follow recruitment procedures based on the principles of equal opportunities and continuously invest in the professional and personal development of our employees. Our HR policy also includes the Grievance Policy Procedure and the Progressive Discipline Policy for the Group.

Human Rights Policy

Upholding human rights, inherent to all human beings regardless of race, sex, nationality, ethnicity, language, religion, or any other status, is imperative in our operation. We advocate for and ensure the implementation of the principles of the Universal Declaration of Human Rights in all areas of business.

Health & Safety Policy

Mitsis Hotels is committed to providing and maintaining a healthy and safe work environment for all employees, guests and anyone who may be affected by our operations. To achieve this, we comply with all relevant Health & Safety legislation, we maintain high standards of food safety and hygiene following all HACCP guidelines, we identify hazards, assess risks and implement control procedures, we provide extensive Health & Safety trainings, and we undertake Health & Safety audits.

Safeguarding Policy for Kids

Mitsis Hotels takes a strong stand against child abuse and assumes responsibility for promoting the health and safety of all children and youth. Our safeguarding policy for kids applies to all Mitsis employees, including seasonal workers, volunteers, agency staff and student interns. The purpose of the policy is to provide all team members with the overarching principles that guide our approach to safeguarding and to protect the children and young people who use the services/facilities of Mitsis Hotels. This includes the children of adults who use our services/facilities. We ensure the safety of children and young people by adopting relevant safety practices, including but not limited to providing effective supervision, support and training to all team members, performing all required screenings and evaluations in the recruitment process, and conveying any concerns regarding children’s safety to the appropriate authorities and agencies.

Code of Conduct & Ethics

The Code of Conduct & Ethics aims to create a set of rules that will be easy to understand, read and apply. A set of principles that guide each of us in our day-to-day business and conduct, to maintain and further the quality of our services and our reputation. The Code applies to our Board of Directors, our management team, all employees, as well as our consultants and collaborators

In the case that a principle is violated or infringement is brought to employees’ attention, they have a duty to inform Mitsis Hotels and contribute to protecting and restoring our values and ethics. All good-faith reports will be taken into consideration and will be treated as confidential. Employees may report such violations to their manager, the Hotel Director or the Audit Committee, with registered mail to: Mitsis Hotels, 12, Filotheis Street, Galatsi, 11147. Individuals may also launch an inquiry regarding whether specific actions or decisions violate the Code of Conduct & Ethics. We commit to not retaliate in any way for any reporting of violation, as such an act would nullify the expected positive effects of this

Practices

Employee Rewards & Benefits

We strive to foster a work environment where employees feel motivated, inspired and supported, and desire to grow within our Group. In the context of aiming to continuously address our employees’ needs, in 2021 we provided a strong rewards and benefits package as well as bonus schemes to our team members, as a way to recognise and appreciate their work and commitment. With a well-defined organisational structure, we have established a set of reward brackets and salary adjustments according to hierarchy levels, our business strategy and market benchmarks, reviewed frequently to maintain our competitive compensation. In cooperation with the Finance department, the HR department develops, monitors and executes the annual headcount budget and monthy payroll, ensuring compliance with all regulatory standards and requirements. In 2021, we offered free housing to 1,109 hotel employees in the islands, utilising owned or rented accommodation to ensure the wellbeing of our staff members and their families. Aiming to reward the work ethic and effort of our employees during the 2021 season, we provided shopping vouchers to 2,500 employees and assisted them with covering their grocery shopping needs. This year, we also launched the programme ‘Enjoy our hotels as a guest’ to offer all Group employees the opportunity to enjoy the genuine hospitality of our 17 Mitsis Hotels. The programme offers privileged or free rates to our employees, in accordance with their seniority.

Adapt to Special Needs

At Mitsis Hotels, we aim to be adaptable and flexible to individual needs, taking care of our employees and guests to ensure the provision of a healthy, safe and inclusive environment to work and stay. In this context, in 2021 we continued the implementation of our COVID-19 health & safety plan for the protection of our visitors, team members and partners. Simultaneously, we continuously enhance our hotels’ accessibility plans for people with disabilities and adapt to our guests’ special dietary requirements and restrictions.

Professional Development & Support

It is critical for Mitsis Hotels to educate and develop our people. In this context, we hold seminars, provide training and circulate information materials, important for our team’s day-to-day work. We invest in ameliorating our employees’ skills and qualifications. We help them embellish their educational and professional qualifications. Above all, we strive to provide a safe working environment that will allow them to perform freely and with enthusiasm, to achieve the best results for our guests. Our purpose is to create value for all those who have worked or are currently working at Mitsis Hotels

Employees’ participation

Employees’ participation in the decision-making process is at the heart of our strategy. It is vital to the success of any organization, the active participation of employees and that they feel passionate about their jobs, to connect emotionally and commit to the company in which they work and to contribute through the role they play in the success of the Company.

Our employee engagement level is regularly calculated as an index score based on defined questions in employee surveys. We identify areas of improvement based on survey results to further enhance employee engagement.

See more: Corporate Social Responsibility Report 2021, p. 27-29, 124-131

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ΔΕΙΚΤΕΣ ΕΠΙΔΟΣΗΣ

SRS 405-01: Δείκτες διαφορετικότητας στα διοικητικά όργανα και στους εργαζόμενους.

See more: Corporate Social Responsibility Report 2021, p. 120-123

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15. Ίσες Ευκαιρίες

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

Respect, Diversity & Fair Treatment

It is imperative to actively demonstrate our respect for our employees, guests, partners, suppliers and other stakeholders. The principle of respect defines our quality and contributes to our continuous evolution. We promote a culture of fair treatment, equal opportunities and diversity. We consider the true qualities of each candidate and rely on their ability to bring results, while obeying the values and principles of the Code of Conduct & Ethics. We treat our suppliers fairly, equally and always promote quality and effectiveness over any other consideration that would create inefficiencies and unjustness. We encourage creativity, pluralism and initiative. Above all, we foster the creation of an inclusive work environment that makes our people feel part of the big and reputable Mitsis Hotels family. We do not tolerate harassment, unfair discrimination, insults and any other type of unethical or unprofessional behaviour. We extend such an environment to our partners and suppliers, which is evident by the long-term and trusted business relationships we have established.

At Mitsis Hotels, we take actions to continuously enhance our diversity, equity and inclusion (DEI) efforts. We aspire to create a strong brand culture where all employees and partners feel a sense of belonging and value within our Group, and their unique talents are appreciated and celebrated. Our values and personality DNA exemplify the traits that define our organisation’s employees, while the ongoing and detailed recording of our people in numbers allows us to set specific measurable targets to further support our DEI efforts.

Mitsis Hotels Group has introduced and uses pay bands to determine the range of compensation given for each role. The range is based on factors such as location, experience or seniority, and job scope. Pay bands are part of an organized pay compensation plan and system with defined jobs and a distinction of the level of compensation given to each employee to ensure equal pay to employees fairly and equitably regardless of gender and race.

Human Rights Policy

Upholding human rights, inherent to all human beings regardless of race, sex, nationality, ethnicity, language, religion, or any other status, is imperative in our operation. We advocate for and ensure the implementation of the principles of the Universal Declaration of Human Rights in all areas of business.

This year, special emphasis was placed on ways to further empower women within our Group, and we are proud to have set specific goals and roadmaps to increase the number of women in managerial positions. Aiming to enhance our female empowerment efforts, for the first time this year we recorded the gender stratification of employment per hierarchy level. We target 40% of our middle and top management employees to be females by 2025.

Health & Safety

COVID-19 Pandemic

Our ‘COVID-19 Health & Safety Plan’ presented in the Appendix, provides detailed information on the specific actions Mitsis Hotels enforced in the 2021 season for the protection of our guests, employees and partners. With an acute sense of responsibility to provide a safe workplace to our employees and carefree holidays to our guests, we have established an extensive Health & Safety Policy and are fully committed to its implementation. Following all relevant national and European legislation, procedures covered relate to all services provided in our hotels, including food production, water supplies, pool operations, building safety, maintenance, housekeeping, recreation and kids clubs, concierge services, local activities and more. Moreover, to ensure that all Health & Safety Policies are accurately adhered to, regular internal audits by the Department of Health & Safety are performed. Detailed documentation processes, corrective actions and maintenance further contribute to ensuring the safe and optimal operation of systems.

In light of the COVID-19 pandemic, Mitsis Hotels has introduced response teams in all of our properties, responsible for addressing COVID-19 risk management and ensuring compliance with all health & safety protocols. The following measures have been implemented, following Health Authorities and CDC guidelines:

• COVID-19 risk assessment and action plan development
• Allocation of sufficient resources
• Employee training
• Reduced operation capacity
• Social distancing measures
• Respiratory etiquette and hand hygiene policy
• Rigorous cleaning and disinfection of rooms and public areas
• Personal Protective Equipment (PPE)
• Isolation protocol for suspected or confirmed COVID-19 cases
• Continuous employee health checks with PCR test
• Awareness campaigns in all hotels In 2021, the Purchasing Department proceeded to relevant purchases contributing to safeguarding the health of employees and guests during the tourism season.

For our continuous protection efforts against the COVID-19 pandemic, Mitsis Hotels has been awarded the Health & Safety Certification by HotelCheck, Health First Certification by the Hellenic Chamber of Hotels, and Safe Restart Certification by TÜV Hellas (TÜV Nord).

Learning & People Development

Ongoing Education

At Mitsis Hotels, people are at the centre of everything we do and we recognise that it is important to provide employees with ongoing education through various types of training designed to develop and improve the technical, administrative and interpersonal skills necessary to succeed. We believe that continuous development is essential to upgrading both technical and behavioural competencies within our workforce. This ongoing education processes focuses on both individual and team performance and our extensive training programs are in place to help staff in continuously improving and acquiring new competences.

Learning & Development Programmes

At Mitsis Hotels, training is a continuous and dynamic process. People’s education plays a key role in our organisation’s excellence. Every year, we develop an all year-round and well-organised training plan for all employees, with over 50 seminars that cover various topics for all hotels’ departments. We help our people build competencies by providing internal training and coaching, as well as by cooperating with external experts, either in-person or remotely. Trainings were distinguished into different phases based on the different levels and positions, starting with the pre-season trainings of our top management, continuing with the pre-opening season trainings for the entire organisation and concluding with the operation reinforcement trainings throughout the season to ensure the effective operation of our properties during the season.

See more: Corporate Social Responsibility Report 2021, p. 27, 106, 118, 128-129, 146-153

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ΔΕΙΚΤΕΣ ΕΠΙΔΟΣΗΣ

SRS 403-2: Τύπος και ποσοστά τραυματισμών, επαγγελματικών ασθενειών, απώλειας ημερών εργασίας και απουσιών εργαζομένων και αριθμός θανατηφόρων εργατικών ατυχημάτων.

Please find below the table ‘Mitsis Hotels_Sickness Days 2021’ that concerns the days of absence of workers due to sickness. Injury rates and the number of fatal accidents at work are not available for 2021.

SRS 404-1: Μέσος όρος ωρών εκπαίδευσης ανά έτος ανά εργαζόμενο.

See more: Corporate Social Responsibility Report 2021, p. 148-153

SRS 406-1: Περιστατικά διακρίσεων και διορθωτικές ενέργειες.

No incident of discrimination in the reporting period.

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16. Απασχόληση

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

Our people are the most valuable asset of our organisation. We employ over 4,000 employees across Greece, most of which have a long-term relationship with Mitsis Hotels. Every year, we make significant efforts to ensure that our hotels’ personnel includes a variety of backgrounds, talents and personalities, as fostering a diverse and multitalented team contributes to our high-performance and continuous progress.

Our people are our most valuable asset, being at the core of our operation and we establish extensive trainings, procedures and tools to enhance the development of Mitsis employees and provide team members with the resources they need to excel at what they do. The policies of our Group are tailored to our corporate culture and philosophy.

Our personality derives directly from our values and purpose, tapping into family care and the authentic Greek identity of Mitsis Hotels. Our employees are warm at heart and we seek to recruit caring, helpful, attentive, kind, committed and thoughtful individuals to join our team, based on our value of empathy. Mitsis Hotels’ employees are multi-faceted and we are oriented towards hiring talented, versed, skillful and resourceful people, based on our value of adaptability. Our team members are insightful and we motivate our people to express their ambitious, challenging, open-minded, self-assured and courageous character, based on our value of surprise.

Local Recruitment

We take pride in supporting our local communities and providing career opportunities to the permanent residents of our unique destinations across Greece. For the first time this year, we recorded the number of our employees who are residents of our destinations and set specific quantitative targets to increase local recruits in our organisation. In 2021, 68% of our hotel employees are local residents of our destinations, and our goal is to increase the percentage of local employees to 75% by 2025. By focusing on local recruitment and providing employment and opportunities to local communities, our Group contributes to the sustainable economic development of our destinations and their communities. We focus on local recruitment and aim to increase the number of employees who are permanent residents of our destinations from 68% in 2021 to 75% by 2025.

Employee Rewards & Benefits

We strive to foster a work environment where employees feel motivated, inspired and supported, and desire to grow within our Group. In the context of aiming to continuously address our employees’ needs, in 2021 we provided a strong rewards and benefits package as well as bonus schemes to our team members, as a way to recognise and appreciate their work and commitment.

With a well-defined organisational structure, we have established a set of reward brackets and salary adjustments according to hierarchy levels, our business strategy and market benchmarks, reviewed frequently to maintain our competitive compensation. In cooperation with the Finance department, the HR department develops, monitors and executes the annual headcount budget and monthy payroll, ensuring compliance with all regulatory standards and requirements.

Occupational Health and Safety (OHS)

At Mitsis Hotels, we believe that the provision of a safe and healthy environment for our staff members is crucial for maintaining the quality of services and attracting the most competent employees. In this content, we ensure the enforcement of all health and safety rules, and we commit to preventing accidents, injuries and work-related illnesses. We strive to foster a high-standard work environment and we encourage our business partners to do the same.

Employee Development

At Mitsis Hotels, investing in our people has always been vital for our success story. We focus on our team members’ learning & development through extensive training seminars and workshops, while employee performance management and recognition are essential components of our organisational culture. As our founder Konstantinos Mitsis used to note: ‘Leaders always stand by their employees, working closely with them to achieve maximum results.’ We keep his words as our guiding principle for continuing and honouring his hospitality journey. We are delighted to attract talented hospitality professionals, offering employment to Greece’s fastest-growing sector.

Career Opportunities

Mitsis Hotels employes a workforce of 4,000 team members in the context of long-term and stable partnerships. Our Group is adopting policies, procedures and practices that ensure the promotion of respect for diversity, equal treatment and equal opportunities for all. We aim to promote decent work in tourism, entrepreneurship, gender equality and youth employment.

Talent Acquisition

Our business development goes hand in hand with our employees’ professional and personal development. At Mitsis Hotels, we believe that there are no limits to knowledge, growth, and progress; a belief we share with the 4,000 hospitality professionals on our team, continuously offering them opportunities to make their mark and create their own hospitality story. In this context, we have developed an ambition talent attraction and acquisition strategy to recruit the best talent for our organisation. To achieve this, in line with our business strategy, we have established our employer branding strategy, contributing to Mitsis Hotels becoming an employer of choice. Choosing the right candidates for each position is vital for Mitsis Hotels and we adopt a systematic approach to choosing team members that will add value to our business with qualities and personality traits that derive directly from our brand culture philosophy. Our corporate values define our approach to all stages of the recruitment procedure. This begins with the interview process; a crucial part of selecting new team members. We evaluate our candidates using criteria that have a twofold objective: to ensure competency and necessary skills, and to confirm compliance with our corporate values and philosophy. In the context of our ongoing recruitment efforts, we participate in interactive career days and workshops, virtual career events, national tourism fairs and exhibitions, as well as collaborate with community organisations, educational institutions and hospitality recruitment agencies to find the most appropriate candidates to join our ever-growing team.

Our Group focuses on local recruitment to develop the local economy of our destinations and support people from areas with fewer economic prospects.

Career Platform

To enhance and improve our recruitment process, we have launched our online career recruitment platform on our website, where candidates can personalise their application in pursuing a career in our organisation. Under the ‘Career’ section of our user-friendly website, candidates can express their interest in working with us, having the option to select the destination (Athens, Crete, Kammena Vourla, Kos, Rhodes), area of interest, and specific position they wish to apply for. Applications are then automatically forwarded to the hotel property or destination that candidates have expressed interest for, allowing relevant management team members to contact the applicants directly, schedule an interview, and assess them according to our Mitsis evaluation criteria and process. Over 2,000 candidates have applied to work at Mitsis Hotels during the first year of our platform’s launch. In the context of our ongoing digitalisation efforts, we aim to further personalise our recruitment process and introduce digital psychometric tests by 2025.

Our Employee Journey

Our values and personality DNA have established the foundation to create a consistent external guest journey and a unified internal brand experience for our employees. Our Mitsis Hotels employees’ journey incorporates all principles of our corporate culture and aspires to motivate, inspire and engage our team members across all employee journey stages. Brand behaviours are also an essential aspect of our main employee related activities. 

Hiring Employees

Our unified recruitment strategy for all hotels & resorts incorporates Mitsis Hotels’ brand behaviours in each of the stages of the interview, recruitment and welcoming process. To this end, Mitsis Hotels representatives organise frequent Career Days events and workshops to meet the candidates in person, providing all necessary arrangements for their accommodation.

Inspiring & Unifying Employees

Our learning & development programmes are tailormade, aiming to provide employees with the necessary skillset required to succeed by providing them appropriate training for each organisational position within our hotels.

Recognising Employees

Performance management takes place frequently throughout the season to recognise our employees’ performance and assist them in further developing in areas of improvement. We aim to be adaptable to our employees’ needs, offering them mobility across properties in our 5 destinations and provide regular promotions according to the performance of each team member.

Reviewing Employees’ Performance

During our frequent employee performance reviews, we discuss the professional development goals of our team members to achieve utmost success in their roles. In our end-of-the-year reviews, we work closely with our employees to identify the characteristics and skills each team member would like to focus on for the next year, and we provide them with a personalised plan to guide and assist them in their pursuit.

Internship Opportunities

At Mitsis Hotels, we offer internship opportunities to the young talents of our destinations, providing them with the opportunity to work in our hotel operational departments (Front Office, Housekeeping, F&B, Kitchen) for a 3-month or 6-month time period. We also offer student internships at our HQ in Athens, in our Finance, HR, IT, Marketing and Technical departments. Students have the opportunity to create a professional roadmap with their supervisors and participate in interdepartmental rotational programmes during their internships. In 2021, we welcomed 142 student interns, consisting 3.55% of our total workforce of 4,000 employees. By 2025, we target our student interns to be 10% of our employees, while simultaneously achieving at least 50% conversion rate to full-time hires, offering them the opportunity to continue their career in our Group following the completion of their internship programme. We are proud to collaborate with 17 educational institutions and organise career and workshops to inform and guide prospective student interns in kickstarting their career with us.

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17. Ανθρώπινα Δικαιώματα στην Προμηθευτική Αλυσίδα

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

Human Rights Policy

Upholding human rights, inherent to all human beings regardless of race, sex, nationality, ethnicity, language, religion, or any other status, is imperative in our operation. We advocate for and ensure the implementation of the principles of the Universal Declaration of Human Rights in all areas of business.

Code of Conduct & Ethics

It illustrates our sets of values and ethical principles that guide us and constitute a fundamental pillar of our brand. We encourage our partners and suppliers to pursue the basic principles and underlying values of the Code of Conduct & Ethics.

Sustainable Procurement Policy

Our Sustainable Procurement Policy ensures that Mitsis Hotels’ employees take into consideration environmental and social responsibility as important factors in their purchasing decisions. The following principles guide Mitsis Hotels’ procurement activities:

• We aim to buy products that are produced in a sustainable and fair-trade manner. Priority is given to products delivered in reduced packaging, which are either made from recycled materials or materials that can be recycled.
• We avoid purchasing products, materials or machinery containing substances that are hazardous to the environment or public health.
• We prioritise the purchase of products that are made locally and use local companies to provide services whenever possible.
• We inform our suppliers about our CSR programme and Environmental Policy, ensuring they share our green philosophy, follow sustainable practices and comply with safety, hygiene and environmental standards according to internationally certified management systems (e.g. ISO 14001).

Suppliers Evaluation

The selection of the right supplier for the needs of the group through e-auctions, electronic submission of interest, technical bids and bids results from a well-thought-out strategy through the evaluation of 5 key criteria:

Price: Comparison and evaluation of different prices from different suppliers for the same product category and the same period of time in the light of ethical and responsible practice and under the regime of absolute transparency.

Quality: The supplier's quality assessment is based on the supplier's ability to continuously provide the company with the agreed quality for a long time, as well as its operation in accordance with an internationally certified environmental management system (e.g.ISO 14001).

Supplier services: Equally important is the timely delivery of goods, in accordance with the safety rules that guide transport.

Reliability: Respect for basic business principles and compliance with the latest safety, hygiene and environmental standards is the key to supplier reliability.

Adaptability: With 17 hotels in 5 different destinations, the perception of the hotel as a living organism and the adaptation to its ever-changing needs is one of the most important criteria for choosing a supplier.

The maintenance and continuous updating of a digital register of suppliers and an integrated evaluation system aims to achieve economies of scale, optimal quality of products and services, environmental sustainability, stable and long-term partnerships, as well as a significant contribution to the local community and the national economy.

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ΔΕΙΚΤΕΣ ΕΠΙΔΟΣΗΣ

SRS 414-2: Αρνητικές επιπτώσεις στην εφοδιαστική αλυσίδα με βάση κοινωνικά κριτήρια και σχετικές διορθωτικές ενέργειες.

There has never been a complaint, denunciation or judicial proceeding against our Group or any of our companies related to any violation of the principle of equality or human rights in general.

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18. Ενίσχυση Τοπικών Κοινωνιών

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

At Mitsis Hotels, we recognise that our progress is interlinked with the prosperity of the local communities that nurture us in our 5 unique destinations. In this context, we support local residents, businesses, products and cultural activities.

Local Organisations & Events

We aim to enhance the quality of life of local communities and continuously support their events and happenings in our destinations. To this end, we are proud to provide financial or in-kind sponsorship to local organisations and local events. We also promote local events through our concierge services, digital signage, website and social media, and encourage our guests’ and employees’ participation.

Local Community Engagement

At Mitsis Hotels, we aim to continuously support local communities, local economies and local culture and traditions. Community engagement refers to the process of collaborating with local communities to address issues affecting their welfare and our annual employee training programme includes detailed community engagement training. The training aims to educate employees on the importance and benefits of strong community engagement, as well as provide best practices, examples, and guidance for its implementation. By emphasising engagement, we highlight the importance of stakeholders’ active participation in the decisionmaking process, rather than through a top-down management process.

‘We Go Local’ Campaign

Our ‘We Go Local’ campaign aims to educate guests on how to support local communities before, during and after their stay. We provide guests with information on local events and local businesses including dining, shopping, entertainment, tours, and car rentals. We also offer guests information on local transportation, as well as provide guidance on respecting local customs and traditions.


Tackle Hunger

In the context of our sustainable development, we aim all our actions and initiatives undertaken to align and contribute to the achievement of the UN Sustainable Development Goals. SDG 2 ‘Zero Hunger’ relates to ending hunger, achieving food security, improving nutrition and promoting sustainable agriculture.

Holy Metropoles & Municipalities: In our effort to eradicate hunger in our destinations, we contribute to the great work the Holy Metropoles and Municipalities undertake in this direction. Mitsis Hotels is proud to provide food aid and support to vulnerable populations through financial and in-kind assistance to the Holy Metropoles and Municipalities of our destinations. We participate in the free social welfare meals of the Churches and donate food supplies to the social groceries and food pantries, assisting our fellow citizens in need.

Meal Vouchers: As part of our employee care and benefits programme, we aim to support our employees and ensure they do not undergo food insecurity. To this end, in 2021 we offered grocery shopping vouchers to 2,500 hotel employees, to assist them with covering their needs.

Change Everyday Life

At Mitsis Hotels, we take concrete actions to improve the quality of life of the local residents in our 5 unique destinations. We construct or renovate public spaces in our destinations, including playgrounds and soccer fields, and support local residents in times of crisis, offering financial and in-kind assistance to earthquake, fire and other disaster victims of our destinations.

Give Life

An important aspect of our CSR programme is our support and cooperation with NGOs, NPOs and charities dedicated to addressing some of the most pressing current social issues in our communities.

Blood Donation Volunteer Association ‘Mitsis Group of Companies’

In 2017, we established the Blood Donor Volunteer Association ‘Mitsis Group of Companies’ in honor and memory of our founder Konstantinos Mitsis, with the collective participation of Mitsis Hotels employees and guests across Greece. The Association aims to make a valuable contribution to the blood banks of our destinations and assist our communities in need. Since its establishment, voluntary blood donations take place annually in our hotels across our destinations, and more than 400 blood bags have been collected. We are grateful for the contribution and support our initiative has received over the past four years and we encourage all employees and guests to participate in future blood donation events and become systematic blood donors to further support our communities.

Local Cultural Festivals

We aim to showcase local traditions by supporting the local cultural festivals of our destinations. We are proud to offer financial or in-kind sponsorships to selected events that promote Greek history, culture and tradition, and encourage guests’ and employees’ participation.

LOVE by Mitsis Hotels

Aiming to promote our Greek cultural heritage to guests, our brand ‘LOVE’ by Mitsis Hotels was launched in 2019 and features high-quality, exclusive items inspired by Greek history, culture and architecture, designed and produced with special care. Our ‘LOVE’ brand highlights our commitment to our 5 unique destinations that nurture us, showcasing their cultural heritage and authentic character.

Support Local Arts

Mitsis Hotels aims to showcase and promote local traditions and Greek cultural heritage by supporting local arts in our destinations. In the context of our hotels’ rich recreation programme, we offer guests a variety of activities that exemplify Greek culture and entertainment. We collaborate with local cultural organisations to offer a rich programme of traditional Greek music and traditional Greek dances events and lessons.

Showcase Local Gastronomy

Greek cuisine is one of the cornerstones of Greek culture and we aspire for traditional Greek gastronomy to be central to our rich culinary experience offering. Our ‘Elinadiko’, ‘Taverna’ ‘Cretan’, ‘Med’ and ‘Ouzeri’ F&B outlets across our hotel properties include national and local traditional dishes, offering an authentic immersion to traditional Greek tastes and flavours. Our unique dishes are based on the principles of Mediterranean life and combine traditional Greek foods with the unique local tastes of each destination.

Sponsor Marketing Greece

Marketing Greece, established as a nonprofit initiative in 2013 by the Greek Tourism Confederation (SETE) and the Hellenic Chamber of Hotels, aims to strengthen Greek tourism and enhance the image and reputation of Greece internationally through the repositioning and promotion of all aspects of its tourism product. As proud ambassadors of Greek hospitality, Mitsis Hotels is proud to sponsor and promote the work of Marketing Greece to upgrade the qualitative aspects of tourism in Greece.

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19. Συμμετοχή σε Πρωτοβουλίες και Πολιτική Επιρροή

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

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

Participation in any coordinated and targeted effort to strengthen Greek tourism strengthens our own Organization and its position in the tourism scene.

Tourism Bodies

In the context of its activity, the Group participates in associations, bodies and organizations for the promotion of Greek tourism in a sustainable way, such as:

• The Hellenic Chamber of Commerce and Industry.
• The Panhellenic Federation of Hoteliers and its local associations in the 5 destinations of the Group’s activation (Athens, Kamena Vourla, Crete, Kos, Rhodes).
• The Association of Greek Tourism Enterprises SETE, in which the CEO of the Mitsis Hotels Group was recently elected Member of the Board of Directors and actively participating in the formulation of a Strategic Plan for Greek tourism.

Marketing Greece

Aiming at the international promotion of Greek tourism, Mitsis Hotels Group supports Marketing Greece with great pleasure and pride, actively participating in the company's work to promote our country and upgrade the overall visitor experience in Greece through advertising campaigns and the digital platform Discover Greece.

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

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ΔΕΙΚΤΕΣ ΕΠΙΔΟΣΗΣ

SRS-415-1: Συνεισφορά σε πολιτικά κόμματα

The Group does not participate in lobbying groups for reasons of principle and does not fund political figures, parties or similar bodies.

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20. Πρόληψη και Καταπολέμηση της Διαφθοράς

ΔΙΟΙΚΗΤΙΚΕΣ ΠΡΑΚΤΙΚΕΣ

Business Ethics & Guiding Principles Against Corruption

Mitsis Hotels’ corporate affairs and activities decline any type of offering, promising, paying or accepting any corrupt payment, benefit or inducement to any person, whether a Government or Public Official or an employee, agent, client, supplier, partner or competitor. Every director or employee will respond fully and truthfully to any questions from the Company's internal and/or independent auditors.

Based on our principles, we:

• Conduct reasonable anti-corruption due diligence in connection with acquisitions, the formation of joint ventures and the engagement of third parties.
• Do not proceed with any transaction or engagement until any concerns or issues relating to corruption have been fully and satisfactorily addressed.
• Strongly encourage reporting, without fear of retaliation, of any known or suspected corrupt conduct.
• Investigate all reports of known or suspected corrupt activity perpetrated by any individual, either employed or in a business relationship with Mitsis Hotels Group of Companies.

We avoid affairs leading to impropriety, concerning business entertainment, gifts, conflicts of interest, hiring and donations. Our company’s employees, including temporary and contract employees, directors and managers are prohibited from engaging, directly or indirectly, in corrupt activities or activities that could reasonably give the appearance of corruption. We never allow or do business with third parties, including service providers, agents, partners, consultants, or distributors, to engage in bribery or corruption on our behalf.

Our ambition is to create a fully law-abiding group of companies, operating in an absolute ethical manner, in line with principles of sustainable development, consumer protection and healthy competition.

Compliance

The Group’s regulatory compliance programme includes a consistent process of identification, assessment, management, report, review and monitor of compliance obligations, issues, external corporate lodgements and mechanisms for identifying, documenting, investigating, auctioning and reporting on several compliance issues. Moreover, a corporate-wide training programme including induction training and cyclical reviews of content is running continuously to identify improvement opportunities. In addition, Mitsis Hotels executives are defining a Code of Conduct, reflecting the organisation's daily operations, core values and overall company culture, offering a useful guiding tool to its employees.

Code of Conduct & Ethics

The Board of Directors of Mitsis Hotels has adopted the Code of Conduct & Ethics, applicable to all hotels and other businesses of the Mitsis Group of Companies. It illustrates our sets of values and ethical principles that guide us and constitute a fundamental pillar of our brand. The Code of Conduct & Ethics applies to our Board of Directors, our management team, all employees, as well as our consultants and collaborators. We also encourage our partners and suppliers to pursue the basic principles and underlying values of this Code of Conduct & Ethics.

It consists of 10 basic principles that have always guided Mitsis Hotels and allowed us to become a leading brand in the Greek tourism industry. These principles must be understood and complied with by all those who work for or with Mitsis Hotels, regardless of their position or level. Our reputation and our development depend on our ability to apply those principles and values in our business.

Anti-corruption & Anti-bribery

We do not tolerate any soliciting, accepting, offering, promising or paying any bribes or taking part in any type of money laundering. We encourage our partners, suppliers and other stakeholders to do the same. We support all efforts to eradicate corruption, bribery and financial crime.

Ethics Committee

All reports, complaints or inquiries are transmitted to the Ethics Committee. The Ethics Committee is established to safeguard and secure the proper execution of the Code of Conduct & Ethics. The Ethics Committee also reviews the Code of Conduct & Ethics and proposes necessary amendments or additions to the management of Mitsis Hotels. The Ethics Committee is constituted by the Managing Director (Chief Operating Officer) as its President, and the HR Director and the Group Legal Counsel as its members.

Duty to Report – Non-Retaliation

In the case that a principle is violated or infringement is brought to employees’ attention, they have a duty to inform Mitsis Hotels and contribute to protecting and restoring our values and ethics. All good-faith reports will be taken into consideration and will be treated as confidential. Employees may report such violations to their manager, the Hotel Director or the Audit Committee, with registered mail to: Mitsis Hotels, 12, Filotheis Street, Galatsi, 11147. Individuals may also launch an inquiry regarding whether specific actions or decisions violate the Code of Conduct & Ethics. We commit to not retaliate in any way for any reporting of violation, as such an act would nullify the expected positive effects of this Code of Conduct & Ethics.

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ΔΕΙΚΤΕΣ ΕΠΙΔΟΣΗΣ

SRS-205-3: Επιβεβαιωμένα περιστατικά διαφθοράς και διορθωτικές ενέργειες.

No confirmed incidents of corruption or legal accusations of corruption against the organization are filled.

SRS-419-1: Μη συμμόρφωση με τη νομοθεσία και τους κανονισμούς σε κοινωνικο-οικονομικά θέματα.

There have never been any legal actions against the Mitsis Hotels Group related to corruption (bribery/conflict of interest).

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