57
INDICATORS AND ASSURANCE REPORT • CORPORATE RESPONSIBILITY INDICATORS
INDICATORS
AND
ASSURANCE
REPORT
PROFILE
2011
2012
Portfolio of hotels
Number of Hotels
397
391
Number of rooms
59,052
58,853
Net income
€6.2M - €292.1M
EBITDA Increase
115.10%
-28.0%
STAKEHOLDERS
2011
2012
SHAREHOLDERS
Entities which conduct analysis of NH during the year
21
20
Nº of shareholders and investors queries answered
874
624
One-to-one meetings with shareholders and investors
137
49
Analyst tracking reports
135
122
EMPLOYEES
Average nº of Employees
19,600
18,817
Open-ended contracts
59%
56%
Average staff turnover*
3.9%
3.6%
%
Immigrants
16.8%
15.3%
%
Female employees
50.2%
49.1%
%
Women in management positions
48.6%
48.5%
Under 25 years old
16.8%
15.9%
25 - 45
years old
48.3%
48.6%
Over 45 years old
34.9%
35.5%
Nº of Nationalities
138
141
NHU training hours
186,404
162.131
Investment in training
€1,009,319
€1,100,000
%
Nº of performance evaluations conducted (fixed FTEs)
93%
94%
Nº of Employee Mailbox queries
141
-
STAKEHOLDERS
2011
2012
CUSTOMERS
Nº of “Mystery Guest “hotel assessments”
290
367
Nº Scores (NH surveys + external pages)
211,577
229,809
Nº of Customer Satisfaction Surveys
105,135
89,985
Communications managed by the Customer Service Department
17,696
13,705
SUPPLIERS
Volume of suppliers managed
23,866
21,892
Nº of suppliers who have signed the Code of Ethics
994
1,218
Annual volume of purchases (expense + investment)
€447.8M €403.4M
%
Turnover of Suppliers who have signed the Code of Ethics
9.0%
10.8%
NH Sustainable Club members
40
40
SOCIAL ACTION
Nº community involvement projects
over 450
over 700
Resources allocated to the Community.
€880,423
€864,540
Resources obtained from solidarity € (Employee Rate and Amigo Voucher)
€387,425
€321,869
Beneficiary Foundations
over 290
over 230
Nº of NH Volunteers
193
907
Cultural promotion
€16,715
€64,020
ENVIRONMENT
Urban hotels
CO
2
emissions (Ton.)
125,645
121,151
CO
2
emissions (kg per guest/night)
8.5
8.1
Energy Consumption (kWh)
540,400,326 538,479,846
Energy Consumption (kWh per guest/night)
36.4
35.9
Water consumption (m
3
)
3,094,601
3,003,722
Water consumption (litre per guest/night)
217
208.5
Waste production (kg)
41,319,219
-
Waste production (kg per guest/night)
2.7
2.7
Solar panels (m
2
)
4,663
4,701.72
Solar power installed capacity (kW./year)
4,097,953
4,104,753
*2012
data not comparable to 2011 because of a change in the calculation methodology.
CORPORATE RESPONSIBILITY
INDICATORS
