AMSTERDAM MANOR BEACH RESORT ARUBA | View Document

CSR & ORGANIZATIONAL CULTURE POLICY

Amsterdam Manor Beach Resort Aruba recognizes our vital role in preserving Aruba's natural beauty for present and future generations. Located near the cherished Eagle Beach and Bubali Plas, we are committed to responsible practices that protect these sensitive ecosystems. This Environmental, Energy & Social Sustainability Policy, along with our other company policies, serves as the foundation of our commitment to Organizational Social and Cultural Responsibility.

OUR COMMITMENTS

• Employing local talent.
• Providing safe and fair working conditions for our staff.
• Offering training programs to promote environmental awareness among employees.
• Protecting our staff, guests, property, and surrounding ecosystems.
• Ensuring sustainability while enhancing guest and employee satisfaction.
• Partnering with responsible local businesses.
• Contributing to the growth of our local economy.
• Collaborating with and supporting our local community.
• Promoting and preserving local traditions.
• Encouraging respect for cultural and heritage sites.
• Safeguarding and maintaining the health of the Eagle Beach ecosystem.
• Minimizing our impact on biodiversity.
• Continuously researching and adopting improved sustainable technologies.

PROTECTION OF HUMAN RIGHTS

Human trafficking and exploitation remain significant global issues, affecting between 20 and 40 million people of all ages, genders, and nationalities. These violations range from basic human rights abuses to modern slavery. Unfortunately, the demand for such practices persists worldwide.

Our resorts stand firmly against all forms of human rights violations. We are dedicated to taking an active role in preventing these injustices by:

• Advocating for the rights of children, women, and all individuals.
• Training our staff to recognize and report any signs of exploitation or human trafficking.
• Raising awareness of these global issues among our guests and stakeholders.
• Reporting any suspicious activities to Aruba's National Coordinator of Human Trafficking department.

SUSTAINABLE PURCHASING

Responsible purchasing goes beyond cost efficiency—it is about making ethical and sustainable choices. Our resorts are committed to sourcing products responsibly and upholding fair trade principles. To ensure ethical procurement, we adhere to the following guidelines:

• Conducting business in a fair and ethical manner, aiming for positive social, economic, and environmental impact rather than prioritizing profits at the expense of marginalized small producers.
• Rejecting products manufactured through child labor or forced labor.
• Prohibiting the purchase or sale of illegal products, including those derived from protected species.
• Striving to purchase the most environmentally friendly products available within budgetary constraints.
• Investing in and maintaining efficient equipment that helps minimize energy, freshwater, and natural resource consumption.

AMSTERDAM MANOR BEACH RESORT ARUBA | View Document

Environmental, Energy & Social Sustainability Policy

Amsterdam Manor Beach Resort Aruba
At Amsterdam Manor Beach Resort, we recognize our vital role in preserving Aruba's natural beauty for present and future generations. Located near the cherished Eagle Beach and Bubail Plas, we are committed to responsible practices that protect these sensitive ecosystems. This Environmental, Energy & Social Sustainability Policy, along with our other company policies, serves as the foundation of our commitment to Organizational Social and Cultural Responsibility.

POLICY SCOPE

Guided by EarthCheck's 10 Key Performance Areas, we are dedicated to fostering a strong culture of sustainability across our organization. As part of this commitment, we will:

ENVIRONMENTAL PROTECTION

• Minimize the use of substances that could deplete the ozone layer.
• Reduce our carbon footprint.
• Protect and preserve local biodiversity.
• Keep Eagle Beach and the surrounding marine environment clean.
• Promote environmental awareness among employees and guests.
• Provide regular sustainability training for staff.
• Encourage responsible behavior toward Aruba's natural, cultural, and heritage sites.
• Support and engage in community-driven environmental initiatives.
• Prevent contamination of water, land, and air whenever possible.
• Limit the use of hazardous materials and minimize the risk of spills or leaks.
• Promote reuse, recycling, and waste reduction efforts.
• Monitor and reduce solid waste generation.
• Ensure the safety and well-being of our staff, guests, property, and surrounding ecosystems.

CONTINUAL IMPROVEMENT

• Strive for new sustainability certifications and adopt innovative eco-friendly practices.
• Maintain accountability through annual benchmarking assessments.
• Continuously monitor and optimize energy, water, and resource consumption.
• Invest in high-efficiency equipment and sustainable technologies.

LEGAL COMPLIANCE

• Adhere to all applicable national, regional, and international regulations.
• Protect employees and guests by enforcing health and safety measures to minimize the risk of infectious disease transmission.

LOCAL EMPLOYMENT & SUSTAINABLE SOURCING

• Prioritize hiring local talent and using locally sourced, sustainable products and services whenever possible.
• Ensure fair and safe working conditions for all employees.

AMSTERDAM MANOR BEACH RESORT ARUBA | View Document

COMPLAINTS HANDLING POLICY & PROCEDURE

Amsterdam Manor Beach Resort Aruba
At Amsterdam Manor Beach Resort, we recognize our vital role in preserving Aruba's natural beauty for present and future generations. Located near the cherished Eagle Beach and Bubail Plas, we are committed to responsible practices that protect these sensitive ecosystems. This Environmental, Energy & Social Sustainability Policy, along with our other company policies, serves as the foundation of our commitment to Organizational Social and Cultural Responsibility.

COMPLAINT HANDLING PROCEDURES

Guests may submit complaints verbally at the Front Desk, online via our platforms, or by email to the General Manager at gmp@amsterdammanor.aw.
We are committed to addressing all complaints in a professional and timely manner to ensure a satisfactory resolution for all parties involved. As part of our dedication to continuous improvement, we actively seek practical and feasible ways to enhance our services. Our goal is to resolve all guest concerns while they are still on the island to ensure a positive outcome.
To ensure timely responses, our dedicated team continuously monitors guest feedback on online platforms. Additionally, we maintain communication with our guests after departure, ensuring that all feedback—both positive and negative—receives a management response.

COMPLAINT HANDLING PROCEDURE

• All verbal complaints should be directed to and handled by the Front Desk for immediate resolution.
• Receipt of complaints will be acknowledged either in writing or verbally.
• Each complaint will be reviewed thoroughly to ensure full understanding of the concern.
• We will investigate the matter and keep the guest/client informed about the progress.
• Upon completing the investigation, we will provide a full response in writing or discuss the resolution verbally with the guest/client.

LOGGING COMPLAINTS

• In Unifocus under Glitches, along with the resolution.
• The guest's reservation profile to ensure proper follow-up and resolution tracking.

COMPLAINT RESOLUTION PROCESS

• If the guest/client is not satisfied with the initial resolution, they may submit a written complaint for further review. The complaint will be reassessed, and the complaints handling process will restart to identify a more suitable resolution.
• If the guest/client remains dissatisfied after the second resolution attempt, management will be consulted to help mediate the issue.
• A confidential meeting will be held where all parties present their concerns and supporting evidence. Management will then determine a final resolution, which will be communicated to both the guest/client and management.