Our commitment to energy efficiency is evident in our properties. We've conducted comprehensive energy audits and implemented numerous energy-saving projects since 2019. This includes upgrading to energy-efficient LED lighting across our properties, with significant completion rates at Jai Alai Oceanus (90%) and Grand Lisboa (85%) in 2024. We are committed to furthering this in our other properties. Our long-term goal is to achieve carbon neutrality by 2060.

We actively work on water conservation through various programs. In 2024, Grand Lisboa Palace Resort Macau installed 68 water faucet flow regulators in toilets throughout the resort, which are expected to save 7 litres of water per minute per faucet. Grand Lisboa has even begun tapping into underground water resources for toilet flushing, demonstrating superior water quality compared to the municipal supply. We also monitor water consumption regularly and install water-saving fixtures.

Our commitment to green building practices is highlighted by Grand Lisboa Palace Resort Macau achieving LEED Silver certification. Environmental considerations were integrated into its design from the outset. Furthermore, Grand Lisboa Hotel received a Silver Award from the Macao Green Hotel Award. These awards recognise our efforts in energy efficiency, water conservation, and overall environmental responsibility.

We are significantly reducing plastic waste. In 2024, we saved approximately 1.5 million plastic bags by replacing plastic packaging for slippers with FSC-certified paper bands at Grand Lisboa Palace Macau, THE KARL LAGERFELD, and Grand Lisboa Hotel. We also transitioned to reusable, eco-friendly containers for wet amenities, reducing over 430,000 pieces of plastic waste in 2024 alone at Grand Lisboa Palace Macau and THE KARL LAGERFELD. We use biodegradable bamboo for items like toothbrushes and combs, further reducing plastic waste.

Our Green Dining initiatives prioritise responsible sourcing and waste reduction. In 2024, we achieved an 83% growth in the procurement of Food and Beverage products with MSC, ASC, and organic certifications. All our consumable takeaway boxes are made from eco-friendly corn starch materials. We are also on track to transition to 100% cage-free eggs and related products by 2030, with an impressive 388% growth in this area in 2024. We actively reduce food waste, with Grand Lisboa Palace Resort Macau achieving a 47% reduction in daily average edible plate waste at the staff canteen through the Kaizen Food Waste Workshop.

Grand Lisboa Palace Resort Macau proudly became Macau's first resort to earn the ISO 20121:2024 Event Sustainability Management System Certification. This highlights our commitment to planning and executing events that prioritise environmental responsibility, economic benefits, and inclusivity. We focus on eco-friendly dining, energy efficiency, and waste minimisation for all our events.

We actively engage in carbon emission monitoring and offsetting at key events to promote environmental responsibilities. In October 2024, the “Whisky Live Macau 2024” achieved carbon neutral certification by investment in a wind power project, highlighting our commitment to sustainable practices. Additionally, events like the "SJM RAIN's Coming Music Show" and the "Prix De Lausanne Asia-Pacific Preselection 2024" have received prestigious 'Green MICE Events' labels. These initiatives demonstrate our dedication to advancing sustainability within the MICE industry.

We are committed to customer safety and security. Our Occupational Safety and Health Department (OSHD) conducts regular safety risk assessments and onsite inspections to minimise risks for customers and stakeholders. Since 2022, we have been performing security risk assessments.

We also prioritise cybersecurity and data privacy. We have expanded awareness programmes for employees, including regular phishing email simulations, to protect your information. Our Cybersecurity Operations Centre provides 24/7 monitoring of security alerts and incident management.

Customer satisfaction is central to our mission. We conduct regular surveys to assess satisfaction and utilise a comprehensive measurement system at our properties. In 2024, we received 865 complaints, and our systematic approach ensured that all complaints were addressed and resolved. We aim to look after our guests in a friendly and efficient manner.

We believe in the G.R.E.A.T.ness of Our People. We are dedicated to creating a superior work environment that prioritises the physical and psychological well-being of all employees. In 2024, we achieved a low staff turnover rate in the industry. We also provided over 885,130 training hours to our staff members.

We champion equality, diversity, and inclusion in our workplace. Our team reflects diversity in background, and all employees have equal access to training and career development. We maintained a female-to-male staff ratio of 1:0.92 in 2024.

We are dedicated to being a Cornerstone of Our Community. In 2024, our staff contributed over 49,600 community service hours. We supported and organised over 400 community engagement activities.

We actively support local Small and Medium-sized Enterprises (SMEs) through our procurement practices. In 2024, 73% of our vendors were local suppliers in Macau, and we saw a 75% growth in the amount spent on purchases from local suppliers compared to 2023.