FOSTERING A RESPONSIBLE CULTURE
1. Health and Safety
We are committed to providing a healthy and safe environment for our employees, guests and on-site contractors. To achieve this, we adopt a systematic approach to identify and assess health and safety risks and allocate appropriate resources to manage those risks. As our baseline, NagaWorld complies with all relevant laws and regulations on health and safety set out in the Cambodian Labour and Employment Law. We equip our employees with adequate means of protection, ensure their occupational safety and hygiene, and look into improving their work environment.
To foster a safety culture, our goal is for every employee to be knowledgeable about the safety protocols in their daily operating procedures and to develop the ability to make sound decisions that do not compromise their safety and the safety of others.
Led by the Head of Occupational Safety and Health Administration (“OSHA”), an OSHA committee comprising representatives from key departments, such as Housekeeping, Food and Beverage (“F&B”), Stewarding and Maintenance meet twice a month to review safety incidents and the progress of the proposed corrections.
In 2022, Lost Time Injury Frequency Rate (“LTIFR”) remained low at 0.22. There were no work-related fatalities or high-consequence injuries during the Year.
2. Product and Responsibility
Being a service-driven business, NagaWorld does not produce any products other than the F&B prepared by our restaurants, bars and kitchens. Policies and standards are in place to ensure these F&B products and our services meet high-quality standards.
2.1 Responsible Gaming
Embodied in our commitment to the ethical operations of our business is our effort to promote responsible gaming due to the inherent societal concerns associated with gaming activities. We are committed to promoting responsible gaming practices to proactively mitigate the potential harm gaming may have on some guests. Our responsible gaming initiatives include age verification procedures to prevent minors from accessing our gaming facilities, as well as providing guests with a voluntary self or third-party exclusion option which is supported by advanced facial recognition systems.
NagaWorld also has a duty towards our employees; and thus, maintains a strict code of conduct prohibiting employees and their family members from engaging in gaming activities operated by the Company.
2.2 Food Safety
We take food safety seriously and abide by relevant local and international standards and regulations. From the gate (i.e. our receiving area where suppliers deliver the food supplies) to the plate, we adopt strict standards and practices that go above regulatory compliance. We serve food prepared to the highest standards, using only the best quality products and ingredients.
To ensure best practices are enforced uniformly, we developed a common set of operating standards and procedures on food preparation and handling that are implemented in all our kitchens and F&B outlets. Inspection processes include:
In 2022, we trained 1,008 food handlers (equivalent to 3,569 training hours) and conducted 2,447 food safety inspections at our premise. The Ministry of Health of Cambodia conducts regular audits of our F&B outlets. During the Year, all restaurants in the NagaWorld Complex were certified with an “A” rating, the highest level for hygiene and cleanliness.
2.3 Fire Safety
NagaWorld has an in-house fire safety department (“FSD”) managed by a team of experienced firefighters and fire safety professionals specialising in various fields of emergency response and management. The FSD operates round the clock to provide immediate emergency assistance and support. Since 2012, all members of the FSD are required to complete and pass the National Fire Protection Association 1001 International Standard Training – a firefighter professional qualification. To remain response-ready, the FSD conducts weekly in-house training and live fire drills.
As of 31 December 2022, a total of 554 new hires attended the fire safety induction as part of onboarding.
2.4 Customer Engagement
We strive to provide top-quality experiences and services to all our customers. Engaging with our customers on their experiences, both positive and negative, helps us to continuously improve and raise our standards to exceed their expectations. Our commitment to provide high service standards are embodied in our Guest Service Policy.
We treat any complaints seriously. All complaint cases are swiftly attended to; active incident logs are monitored until the case is resolved. To reduce recurrences of complaints, guest profiles are also updated for future reference. In 2022, we received 46 hotel and F&B-related complaints.
Our NagaWorld Rewards loyalty programme has been successful in forging stronger customer relations through targeted promotions and unique product offerings. Through this programme, we understand our customer’s needs and preferences better, leading to higher customer satisfaction and retention.
2.5 Customer Privacy and Data Protection
We collect both physical and digital personal information from our hotel guests and members of the NagaWorld Rewards loyalty programme. Physical data records are securely stored in a central location by our Document Control team, while digital data records are securely maintained on our IT servers. Our IT systems adopt best practices from ISO 27000 – Information security management systems and the Information Technology Infrastructure Library.
A multi-level control system is in place to ensure safe and secure access and storage of our customer’s digital data. SOPs are followed regarding the handling of sensitive information such as personal data, which is implemented and monitored at a departmental level. Customer’s personal data is used for marketing and promotion purposes only with their consent.
In 2022, there were no complaints related to the breach of customer privacy and loss of customer data.
3. Supply Chain Management
To support our operations and deliver our promise of quality experiences, it is vital to ensure the reliability of our supply chain. In addition, we are cognisant that our true social and environmental footprint is attributed to our procurement decisions. By wielding a positive influence on our supply chain, we foster a multiplier effect for a more sustainable ecosystem.
3.1 Commitment to Local Sourcing
We are committed to procuring locally as this benefits the Cambodian economy where we operate and promotes the creation of jobs for locals. Furthermore, procuring locally is more environmentally friendly due to lower emissions from transportation.
In 2022, by supplier count, 81% of our suppliers were from Cambodia.
3.2 Scaling Impact through Procurement Practices
Our Purchasing Terms and Conditions communicate our zero-tolerance stance on child labour. Suppliers are required to acknowledge their acceptance of the document. To our best knowledge, no case of child labour was found in our supply chain in 2022.
We have switched most of our takeaway cutlery and plastic straws to biodegradable alternatives since December 2018. For the printing of paper, only Forest Stewardship Council-certified paper is used. All tissue paper products in our hotel rooms are produced using FSC and Programme for Endorsement of Forest Certification-certified pulp.