Holiday Inn 2013 Annual Report Download - page 37

Security Crisis &
Incident
Fire
Safety
Leisure
Safety
Guest
Safety Food Safety
Staff
Safety
Risk
Profile Policy & Standards
Review &
Report Ways of Working
Risk
Financing Training &
Comms
Operate
& Control
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Proactive risk and crisis management culture
IHG believes the value of risk management is realised through
a proactive risk management culture and capability. To this end,
IHGhas developed numerous support and guidance materials,
implementation toolkits, training and control systems and made these
available to all hotel and corporate colleagues in various languages
in order to build our risk management maturity and culture.
Risk actions and outcomes
Fundamental to IHG’s approach to risk management is that it
is action-oriented and yields tangible outcomes in the business,
thereby reducing risk exposures. There are numerous risk
management programmes and activities that achieve this,
including our hotel safety and security action plans, business
continuity plans and crisis management programmes.
Indeveloping our plans and programmes, we considered both
our first-hand experience in managing events at our hotels, such
as natural catastrophes and civil unrest and other possibilities
which may impact IHG’s central operations, brands and reputation.
We have also linked our crisis management programme with the
IHG Shelter in a Storm Programme (explained on page 32).
IHG’s Risk Management team working in
conjunction with Oxford Brookes University
wasawarded the 2013 Best Partnership
of the Year at the Institute of Risk
Management Global Risk Awards.
Our risk management training programmes
were awarded Gold Award for the Best
e-Learning Widespread Adoption at the
2013 LearnX Impact Awards.
External recognition
Ensuring health, safety and security
Providing and supporting a safe and secure environment
for our guests, employees and those working at or otherwise
visiting our hotels and corporate offices is paramount, and
therefore IHG applies high standards of health and safety
across the Group. We ensure the protection and wellbeing of
those working for IHG through suitable work-based strategies;
minimise the risk of injury from work activity; ensure that
sufficient information and systems are in place to address health
and safety concerns; and involve employees in the continuous
improvement, reporting and review of health and safety matters.
We have established a set of policies, procedures and measures
and require all to comply with relevant legislation.
Hotel health, safety and security
Recognising the importance of operating safe hotels, our
commitment to safety, security and crisis management in hotels is
a fundamental part of being a responsible business. We therefore
require hotels to comply with aset of global Brand Safety Standards.
We also support hotel owners, General Managers and hotel
employees to manage risk effectively by giving them a systematic
approach and framework to follow and providing them with
user-friendly tools and training. Where appropriate, IHG’s risk
management training is accredited by relevant recognised bodies
such as the Chartered Institute of Environmental Health.
We have developed a Safe Hotel/Manage Risk framework
(depicted on the right), which enables a consistent approach to
managing safety and security risk in IHG hotels. It comprises
two mechanical cogs meshed together, showing different types
of safety and security risks in the ‘Safe Hotel’ cog meshed against
the actions described in the ‘Manage Risk’ cog. This framework
is actively promoted by IHG’s risk managers around the world,
working with hotels and their management teams in order to
keep IHG hotels safe and secure.
Hotels are assessed by various methods, including self-assessment,
guest satisfaction surveys, design and engineering plans, incidents,
intelligence gathering, quality audits and risk management reviews.
Hotel management teams discuss issuesat monthly safety
meetings and develop action plans. Risks are prioritised,
responsibilities assigned and improvement actions identified,
progressed and monitored. Action plans are reviewed as necessary
by appropriate people to escalate and drive action or develop
common solutions.
Strategic Report 35
OVERVIEW STRATEGIC REPORT GOVERNANCE
GROUP FINANCIAL STATEMENTS
PARENT COMPANY FINANCIAL STATEMENTS ADDITIONAL INFORMATION