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A Responsible Employer. Taking into account all hotels, under all contract types, approximately 26,000 employees were working under Carlson Hotels, Americas brands during 2010. We employed 2,413 employees at Carlson’s managed hotels and corporate offices; of these, 2% are American Indian/Alaska native, 4% are Asian/ Pacific Islander, 11% are Black, 9% are Hispanic, 43% are White and 32% are Non-specified, 42% of the 2,413 are male, 58% female. We employ a diverse workforce. Carlson Hotels, Americas sees an opportunity in investing in its employees and strives to provide favorable working conditions to retain them. This contributes to delivering high- quality service, an important value driver and differentiator from other hotel chains and brands.


Carlson Hotels, Americas started to measure employee satisfaction in 1998. The Gallup organization was commissioned to conduct this annual survey until 2009 when Kenexa was engaged to provide this service. In 2010, the engagement score from our managed, franchised and corporate group was 71% favorable versus 70% favorable in 2009.


Safe, Secure and Sellable Hotels. At Carlson Hotels, Americas, we acknowledge that the safety and security of our guests, employees and property is an imperative aspect of hotel operations. Maintaining the necessary levels of safety and security is dependent on the everyday actions of every employee at every level in every hotel and every Carlson office in every region. We have a structured risk management formula entitled TRIC=S which promotes proactive behavior across the company. TRIC=S stands for Threat Assessment + Risk Mitigation and Management + Incident Response + Crisis Management and Communications = Safe, Secure Hotels.


Sustainability in our Supply Chain. We consider purchasing from vendors that demonstrate environmental and social responsibility an important aspect of Responsible Business conduct. In addition to the function of the corporate purchasing department to provide different business units with information about best quality products at a suitable price, it also ensures that contracted vendors keep in line with the conditions of Carlson Hotels, Americas’ corporate Responsible Business philosophy. All vendors are required to follow our Supplier Code of Conduct.


Our License to Operate in the Community. Tourism is dependent on a healthy local economy as well as cultural and natural heritage. Hotel companies contribute positively to the social and economic development of regions in which they operate. Hotels hire a majority of their employees locally and pay local taxes. Tourists buy local goods and services, thereby boosting the local economy. It is interesting to note that Carlson Hotels, Americas’ business model, where 97% are operated on a franchising basis, actually strengthens the local bonds and economy. Franchised hotels are generally owned by local owners and only a small share (the franchising fee) is paid to Carlson Hotels, Americas. So a great deal of the income generated stays in the local business community, available to be reinvested to benefit the region.


We also give support through the restoration of cultural heritage sites, by sponsoring local events and charities and by partnering with research and special interest organizations. For example, the Radisson Flamingos Mexico City has “adopted” the municipal park located in front of the hotel. The hotel has a gardener maintain the area weekly, and volunteers planted more than 600 plants in the park this year. Being well thought of helps to safeguard our reputation and strengthen our brand. It enables us to more easily acquire licenses to operate and facilitates the process of establishing operations and securing business partners in local markets.


Human Rights and Corruption. Key human rights issues for the hotel industry include fair wages, women’s rights, ability to join trade unions and collective bargaining. Breaches of good practice and association with social problems can cause considerable long-term damage to a company’s reputation, and may result in a company being denied future licenses to operate. We do not in any way participate in or condone practices that breach International Declarations covering these issues. We work to rid prevalence of such social problems hands- on, strengthening local communities by running a responsible operation. The UN Declaration of Human Rights underlies our relationship with our employees. All hotels comply with local laws regarding working hours and payment, and employees are free to join trade unions if they so chose and bargain collectively in accordance with local laws. Our hotels have routines in place to ensure that discrimination due to age, race, religion, gender or disability does not take place in line with our Equal Opportunity Policy.


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