People 35
Values. The values of Carlson Hotels, Americas guide the organization and our employees in their daily business. Our values are accountability, integrity, innovation, our people, our guests, social responsibility and daring to be different in a fun and rewarding way.
Labor Practices and Decent Work. Taking into account all hotels under all contract types, approximately 26,000 employees were working in Carlson Hotels, Americas in 2010. As early as 1998, Carlson started to measure employee satisfaction. The Gallup organization was commissioned to conduct this annual survey. We opted to change vendors in 2009 to a company called Kenexa. In 2010, the engagement score from our managed, franchised and corporate group was 71% favorable versus 70% favorable in 2009. All employees receive regular performance and career development reviews on an annual basis at minimum.
Collective Bargaining Agreements. Carlson Hotels, Americas pays fair wages according to industry standards and had no legal breaches with regard to labor legislation last year. Carlson Hotels, Americas respects the rights of employees to join trade unions if they so choose and to bargain collectively in accordance with local laws.
Human Rights. Carlson operates hotels in countries where corruption and human rights issues exist. Key human rights issues for the hotel industry include fair wages, women’s rights, and the capacity to join trade unions and collective bargaining, among others. 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, sometimes even facing international boycotts.
Carlson Hotels, Americas does not in any way participate in or condone practices that breach International Declarations covering these issues. On the contrary, we feel that our presence can be a positive influence. We work to rid prevalence of human rights related issues hands- on, strengthening local communities by running a responsible operation. Forced labor is not accepted and this is ensured through training, local hiring policies and careful monitoring. We also pay close attention to and train our employees to be aware of the risks of child sex tourism. Carlson signed the ECPAT Code of Conduct for the Protection of Children from Sexual Exploitation in Travel and Tourism in 2004.
Diversity and Handling Discrimination. A strong understanding and respect of cultural differences is important, as we employ a large number of nationalities. Diversity amongst the workforce in our hotels is as old as the hospitality industry itself. It is one of the fundamental steps for an employee to grow by working in different countries and different hotels. Carlson Hotels, Americas supports transfers through the hotels in all countries, enabling our employees to grow with the company and to develop themselves. As much as we perceive our guests to be individuals with individual needs and wishes, we also perceive our employees to be individuals with individual backgrounds and cultures. Employees are hired for their attitude and willingness to serve the guest. Cultural differences enable us, as an employer and a host, to better cater to the needs of our clientele on an individual basis. Carlson Hotels, Americas’ Equal Opportunity Policy states that no discrimination due to age, race, religion, gender and disability is allowed, and all our hotels have routines in place to ensure this is the case.
Anti-Corruption Measures. A Carlson Code of Business Conduct and Ethics is in place, and management and staff receive annual ethics training. These issues are also covered in our internal control procedures. Carlson takes substantial measures to ensure that the ethical behavior stated in the Code is a core value in all business relationships. Carlson has not had any significant incidents regarding corruption or bribes causing legal actions during 2010.
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