中文
FOSTERING A RESPONSIBLE CULTURE
1. Occupational 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 personal protective equipment to carry out their work, provide training on occupational safety and hygiene, and look into improving the safety of the work environment.
1.1 Safety Culture
On a regular basis, the OSHA department organises safety awareness programmes and quizzes at the staff cafeterias. Various safety topics, such as fire, electrical, and road safety, are covered. In 2023, 24 of such sessions were held.
1.2 Safety Performance
In measuring the effectiveness of our safety protocols and training, we diligently track and perform data analysis on our safety performance and incident report findings. Every month, senior management (including the CEO) and key department heads receive a monthly OSHA report detailing the safety interventions and incidents involving our staff and on-site contractors, including safety-related statistics for trend analysis across months.
The common work-related injuries experienced by our employees are associated with hand injuries, slips, trips and falls.
In 2023, our Lost Time Injury Frequency Rate (“LTIFR”) remained low. There were no work-related fatalities or high-consequence injuries during the Year.
Notes:
| (1) | Total man-hours were low in the financial year ended 31 December 2021 (“FY2021”) due to the voluntary temporary suspension of business operations between 2 March and 14 September 2021. |
| (2) | LTIFR = Number of Lost Time Injury (“LTI”) x 1,000,000/total man-hours. LTIs are events where the employee cannot return to work within two days after being checked by the in-house clinic and referred to a panel clinic for additional treatment. MTIFR = Number of Medical Treatment Injury (“MTI”) x 1,000,000/total man-hours. MTIs are events where the employee cannot return to work the same day or the next day after being checked by the in-house clinic and referred to a panel clinic for additional treatment. Total number of work-related injuries is the sum of LTI, MTI and first-aid cases. |
2. Product and Service Responsibility
Being a service-driven business, NagaWorld does not manufacture or produce products besides F&B. Stringent policies and standards are in place to ensure we deliver on our promise of hospitality excellence to our guests.
2.1 Responsible Gaming
Embodied in our commitment to the ethical operations of our business is our endeavour to promote responsible gaming. We have implemented measures to support our guests in this aspect and have plans to expand our efforts in 2024.
Our responsible gaming initiatives include age verification security procedures to prevent minors from accessing our gaming facilities and providing guests with a voluntary self-exclusion or third-party option supported by advanced facial recognition systems.
In 2024, we plan to launch a series of voluntary initiatives to promote responsible gaming. We will boost the visibility and access to our self-exclusion programme by placing posters on responsible gaming in strategic areas of the gaming floor and providing information on our website. We will also roll out an assistance programme comprising a self-evaluation questionnaire and a hotline to support guests who wish to enrol in the self-exclusion programme.
Besides guests, we maintain our duty of care towards our employees by enforcing 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 to the plate, we adopt strict measures 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.
Our inspection processes include:
- Quality inspections on all food products received
- Inspection of all food preparation areas, public areas and hotel rooms
- Conducting lab and microbial tests on raw ingredients, cooked food, water, ice and contact surfaces, and air monitoring
- Implementing corrective actions for non-conformances, lab test failures and guest complaints
2.3 Fire Safety
NagaWorld’s in-house fire safety department (“FSD”) operates round the clock to provide immediate emergency assistance. The FSD undergoes weekly training and conducts fire drills to ensure emergency preparedness and response.
Raising awareness amongst our staff is a crucial priority to foster a culture around fire safety. In 2023, 341 new hires attended the fire safety induction programme as part of the New Employee Induction Programme. FSD has also trained 80 security personnel as backup firefighters and 150 staff members as fire wardens during the Year. An evacuation drill was conducted at NagaCity Walk’s China Duty Free (“CDF”) on June 2023, and around 100 staff participated.
During the NagaWorld Safety Campaign 2023, our staff learned about fire safety topics such as the fire triangle, common causes of fire, and evacuation procedures. Additional staff engagement was conducted at the staff cafeterias through NagaFM, our edutainment platform, and the NagaFM live podcast.
In 2023, we appointed a third-party contractor to audit our kitchen’s fire suppression system. Reviews are still ongoing and is expected to be completed by 2024.
2.4 Customer Engagement
Engaging with our customers on their experiences allows us to understand their needs and raise our standards. Our dedication to delivering outstanding hospitality is exemplified through our Guest Service Policy.
We investigate all customer complaints and track incident logs until the complaints are resolved. To reduce the recurrence of complaints, we proactively update guest profiles in our system. In 2023, we received 93 hotel and F&B-related complaints from guests.
We engage with our guests via various channels, such as our website, social media, rewards programme and guest feedback card at our restaurants. In addition to conventional face-to-face engagement, we leverage social media and messaging applications. These digital platforms provide a direct channel for us to interact with our customers on our latest offerings and allow us to address any concerns instantly. We also monitor and manage customer feedback on online review platforms.
3. Sustainable Supply Chain
To support our operations and deliver our promise of quality experiences to guests, the resilience of our supply chain is vital in the face of any disruption. More importantly, we are cognisant that our social and environmental footprint is also linked to our procurement decisions.
3.1 Commitment to Local Sourcing
We are committed to procuring locally as this benefits the Cambodian economy where we operate and promotes job creation locally. Furthermore, procuring locally is more environmentally friendly due to lower emissions from transportation.
In 2023, by supplier count, 84% of our suppliers were from Cambodia.
3.2 Commitment to Responsible Procurement Practices
Our Purchasing Terms and Conditions communicate our zero-tolerance stance on child labour. All suppliers must acknowledge their acceptance of our requirements. For service providers such as on-site maintenance vendors, our security protocol includes checking if they are of legal age to work before issuance of the visitor pass. To our knowledge, no child labour was found in our supply chain in 2023.
With the mounting problem of plastic pollution in Cambodia, we have gone plastic straw-free since 2018 and introduced biodegradable packaging alternatives for food takeaways. For printing paper, only Forest Stewardship Council (“FSC”)-certified paper is used. All tissue paper products in our hotel rooms are made from FSC and Programme for Endorsement of Forest Certification (“PEFC”)-certified pulp.
In addition, we replaced all bottled hotel amenities with those made from recycled PET amenities bottles in 2023 to reduce our consumption of virgin plastic.
3.3 Supply Chain Assessment
In 2023, we conducted our first supply chain assessment. We focused on our gaming supply chain, as gaming revenue constitutes most of our total revenue. There were also lower barriers to obtaining information than our supply chain supporting our hotel operations. For a more complete evaluation of our supply chain, we will expand the scope to include the supply chain for our hotel operations in the future.
For the supply chain assessment, we reviewed suppliers that provided us with electronic gaming machines and playing cards. We reviewed their public disclosures and engaged directly with some of them to understand their production practices.
Overall, the assessment revealed that our suppliers’ sustainability awareness is high, and they have implemented several green practices in their production process. The collective best practices of our gaming suppliers relevant to the products we procure from them are summarised below.
