Contents
BLOCK 1
1-Presentation
1.1-Letter from the Chairman
1.2-Highlights2009
2-About Sol Meliá
2.1- Mission, Vision and Values
2.2- Structure and brand management
2.3- Sol Meliá in figures
3-Corporate Governance
3.1- Introduction
3.2- Board of Directors: composition and function
3.3- Transparency
4-Management Value
4.1- Strategic Plan and vision of Corporate Responsibility
5-Economic Value
5.1- Financial results
5.1.1- Hotel growth
5.1.2- Evolution of asset management
5.2- Socially responsible investments
5.3- Social cash flow or wealth redistribution
5.4- Outlook 2009
BLOCK 2
1- Sustainable Development at Sol Meliá
1.1-Mission, vision and principles
1.2-Sustainable Development Plan: context and background
1.3-Sustainable Development Plan: diagram and content
1.4-Opportunities and Improvement Commitments
2-Business Value
2.1- Key figures
2.2- Relevant issues
2.2.1- General purchasing policy and supplier management
2.2.2- Improvements and automation of processes
2.2.3- Purchasing statistics
2.3- Opportunities and Improvement Commitments
3-Commercial Value
3.1- Key figures
3.2- Relevant issues
3.2.1- Sales
3.2.2- Customer knowledge
3.2.3- Loyalty
3.2.4- Quality control and guest satisfaction
3.2.5- Guest health and safety
3.2.6- Data protection
3.2.7- Inclusive actions
3.3- Opportunities and Improvement Commitments
4-Human Value
4.1- Key figures
4.2- Relevant issues
4.2.1- Employee satisfaction
4.2.2- Communication channels and feedback
4.2.3- Diversity
4.2.4- Human resources policy
4.2.5- Professional development and promotion
4.2.6- Training
4.2.7- Health and safety
4.2.8- Human rights
4.2.9- Solidarity of employees and for employees
4.3- Opportunities and Improvement Commitments
5-Investment Value
5.1- Key figures
5.2- Relevant issues
5.2.1- Shareholder and investor relations
5.2.2- Awards and appointments
5.2.3- Information for stock markets
5.2.4- Sustainability indices
5.3- Opportunities and Improvement Commitments
6-Communicational Value
6.1- Key figures
6.2- Relevant issues
6.2.1- Media
6.2.2- Advertising and sponsorships
6.2.3- Public relations
6.3- Opportunities and Improvement Commitments
7-Social Value
7.1- Key figures
7.2- Relevant issues
7.2.1- Social commitment
7.2.2- Projects
7.2.3- Use of assets
7.2.4- Disaster and emergency action plans
7.3- Opportunities and Improvement Commitments
8-Cultural Value
8.1- Key figures
8.2- Relevant issues
8.2.1- Art
8.2.2- Local culture
8.2.3- Integration with the environment
8.3- Opportunities and Improvement Commitments
9-Environmental Value
9.1- Key figures
9.2- Relevant issues
9.2.1- Environmental management
9.2.2- Certifications and awards
9.2.3- Energy, water and climate change
9.2.4- Contracting
9.2.5- Use of resources and waste management
9.2.6- Preservation of biodiversity
9.3- Opportunities and Improvement Commitments
10-About this report
10.1- Preparation method
10.2- Collection and consolidation of the information
10.3- Areas involved
10.4- Opportunities and Improvement Commitments
10.5-Verification of the information / audits / certification
10.6- Your opinion/ feedback system
11- Table of GRI indicators
12- Corporate information
2- Business Value
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