People, Community and Environment

At OUE H-Trust, we believe in being proactive in making a difference in the communities that are home to our customers, our associates and our business partners.

We are proud of the role we have played thus far, supporting selected programmes in collaboration with OUE Limited, bringing tangible results in aid of causes that support ecological sustainability and the welfare of underprivileged children and elderly, especially in areas of health and education.

We believe that strong, progressive communities are essential in the lasting success of any business.

Creating opportunities for talent growth

Developing talent and growing their pool remains an essential part of our long-term strategy.

We aim to continually raise the bar for product and service excellence in the operations of our assets. We embrace change and look out for new ideas to optimise and new goals to achieve. We also aim to provide opportunities for others to gain more knowledge and experience so that they can in turn share these with others.

Employees are the heart of the hotel’s operations as it endeavours to deliver above-expectation service to hotel guests. In 2015, more than 95% of employees at Mandarin Orchard Singapore (MOS) attended at least one training course to upgrade their skills. Each employee averaged more than 30 hours of training for the year bringing the total number of training hours achieved to over 21,000 hours. This is a demonstration of the hotel’s strong commitment to the development of its staff. The key training that MOS employees undertake is the Meritus Difference customer service programme where they learn the Meritus signature service delivery with Asian grace, warmth, and care. To equip them with skills to consistently excel in their roles and boost their potential for future advancements, hotel employees also attended courses which included leadership and supervision, information technology, first aid, food hygiene courses and Community Emergency Response Team (CERT) training. In 2015, 288 of MOS’s staff were recognised by the Excellent Service Award (EXSA) across the Star, Gold and Silver categories. A national award that recognises individuals who have delivered quality service, EXSA seeks to develop service models for staff to emulate, and to create service champions. It is supported by SPRING Singapore and managed by the Association of Singapore Attractions, the Land Transport Authority, the Public Service Division, the Restaurant Association of Singapore, the Singapore Hotel Association, the Singapore Retailers Association, and the Association of Banks in Singapore.


In 2015, the hotel’s employees clocked more than 1,900 hours of training in areas such as customer service, leadership skills, new employee orientation and on-the-job training. Timely and targeted training enables the hotel to constantly provide guests the best service. These are also opportunities for staff to upgrade their skills and build a long term career with the hotel. The hotel also motivates staff through recognising their contributions. Staff who demonstrate outstanding efforts are regularly conferred these following awards: * Colleague of the Month * Supervisor of the Quarter * Manager of the Quarter * Employee of the Year * Supervisor of the Year * Manager of the Year With a strong culture of staff empowerment and recognition, Crowne Plaza Changi Airport (CPCA), as part of the InterContinental Hotels Group (IHG) hotels in Singapore was recognised as one of the Best Companies To Work For at the Great Place To Work® awards ceremony on 6 November 2015. The hotel celebrated this accolade with employees on 9 November 2015 to thank them for their efforts and for making the hotel a great place to work and a great hotel that guests love. The hotel even went the extra mile to include hotel guests and visitors at Changi Airport, Departure Hall (Level 3) in the celebration by distributing complimentary coffee and iced tea to them on the same day.

Supporting our local communities

We continue to take a community-driven approach to caring for our society through financial contributions, in-kind donations and volunteer work in partnership with our Sponsor, OUE Limited.

Closest to our hearts are causes that alleviate hunger, poverty and illnesses, particularly amongst children.

Singapore Community Chest Heartstrings Walk
Nearly 200 staff from OUE Limited, OUE Hospitality REIT Management, Meritus Hotels & Resorts, and Mandarin Orchard Singapore were amongst some 10,000 participants who volunteered their time on a public holiday to take part in the Community Chest Heartstrings Walk 2015 - SG50 Community Heartbeats. Held on 7th August, the community event helped kick-start Singapore’s Golden Jubilee weekend with a fun and meaningful four-kilometre fun walk around the Marina Bay. The event saw beneficiaries, corporate volunteers and the community at large coming together to celebrate Singapore as an inclusive and giving nation. They also participated in a special drumming activity to create rhythms that signify the heartbeat of a caring community. The walk was flagged off by Deputy Prime Minister Teo Chee Hean and Minister for Social and Family Development Tan Chuan-Jin. Participants were greeted at the end of the fun walk by Prime Minister Lee Hsien Loong who also paid a visit to the event.

Bloomberg Square Mile Relay
Forty running enthusiasts from OUE Limited, OUE Hospitality REIT Management, Meritus Hotels & Resorts, and Mandarin Orchard Singapore competed for a cause and took part in the iconic sell-out Bloomberg Square Mile Relay 2015 sponsored by OUE Limited. The runners tackled the unique one-mile course in a bid to clock the fastest timing and win a cheque for charity in this highly anticipated corporate relay held at the Promontory @ Marina Bay on 3rd December.

Stars of Christmas
Stars of Christmas were back for the sixth year running. Started in 2010 and jointly championed by OUE Limited and Mandarin Orchard Singapore, the three-part programme is aimed at engaging the community to share in the joy of giving every Christmas by contributing presents to children with special needs and illnesses. Stars of Christmas have since become an annual tradition that has gained the generous support of a growing list of corporate partners, donors and volunteers.

Leading the cast of supporting partners were Chrysler Jeep Automotive of Singapore Pte Ltd, Komoco Motorcycles Pte Ltd (Harley-Davidson of Singapore – Sole Authorised Dealer), and Community Chest – the fund-raising and engagement arm of the National Council of Social Service. 2015 also saw the added participation of Marina Mandarin Singapore. Stars of Christmas 2015 commenced with the ceremonial hanging of Christmas stars at the lobby of Mandarin Orchard Singapore, led by OUE’s Chief Executive Officer and Group Managing Director, Mr Thio Gim Hock. Giant Christmas trees at Mandarin Orchard Singapore and Marina Mandarin Singapore were adorned with stars bearing the name, age and gender of every beneficiary, for donors’ useful reference when buying the presents. On 10th December, beneficiaries of Stars of Christmas 2015 along with their parents, siblings, and caregivers, were guests of honour at a Christmas luncheon hosted by OUE’s Executive Chairman, Dr Stephen Riady. The children joined employees of OUE and its affiliate companies for an afternoon of Christmas treats and entertainment at Mandarin Orchard Singapore, featuring a visit from Santa and his helpers who gave out presents. Stars of Christmas 2015 ended on a high note at the Toy Run on the morning of 19th December. The activity saw a fleet of volunteer Harley Davidson and Chrysler Jeep riders making their way to various locations to deliver donated Christmas presents for the beneficiaries. The convoy set off from along the Orchard Road frontage of Mandarin Gallery, following a ceremonial flag-off led by Mr Thio Gim Hock, Chief Executive Officer and Group Managing Director of OUE Limited. Upwards of 800 beneficiaries received presents under 2015’s Stars of Christmas community programme.


CPCA as part of IHG pledged their support for the IHG Shelter in a Storm programme. Staff are encouraged to organise and participate in activities to raise funds that will be donated to the IHG Shelter Fund. As part of the programme, a series of fundraising activities took place in September 2015 including the Amazing Race, Gardens by the Bay tour with St. Luke Eldercare and a mini bazaar. In April 2015, more than 30 staff participated in a visit to the Metta School and helped to guide over 70 students with special needs in growing seedlings in recycled water bottles. This meaningful visit gave the staff a better understanding of the needs and daily routine of these students.

Caring for the environment

Respect for the environment is central to our business strategy. We aim to increase our operational efficiency through a greener approach – working to reduce our direct impact on the environment, and creating more sustainable ways of doing business.

At MOS, the ‘Meritus Loves the Earth’ green campaign engages guests and employees alike to actively participate in waste reduction and energy conservation measures. The three ‘Rs’ (Reduce, Reuse, and Recycle) are applied where possible – from cleaning guestrooms and setting up events, to managing waste in the kitchens and installing recycling bins at back-of the-house areas. Mandarin Orchard Singapore embarked on a Food Recycling Programme in September 2014 partnering with ECO-WIZ Group Pte Ltd, one of the world’s leading food waste management companies to recycle all food waste generated. The system is supported by the National Environment Agency (NEA) under its 3R Fund, a co-funding scheme to encourage organisations to undertake waste minimisation and recycling projects. Utilising the technology of ECO-WIZ’s eco-digester, the hotel aims to convert 90% of all food waste materials into liquid fertiliser or reusable non-potable water, which can be applied for multiple purposes. After the first four months that the system was installed and operated, the hotel reduced its general waste produced by 7.5%. In addition to the collection of used materials such as cardboards, newspapers, plastics and glass bottles for recycling, the hotel also started its Fluorescent Lamp Recycling Programme in July 2014. The objective is to reduce the environmental risk from improper disposal of used mercury-containing lamps, including compact fluorescent lamps, fluorescent tubes, and high-intensity discharge lamps, by collecting and treating them in line with international practices.


CPCA has adopted EarthCheck standards as part of the hotel’s environmental policy, demonstrating its commitment to taking proactive steps towards addressing global environment issues. EarthCheck is the world’s leading scientific benchmarking, certification and advisory group for the travel and tourism industry. CPCA is the first hotel in Singapore to be accorded the prestigious and coveted Gold Certification by EarthCheck and recognised as an EarthCheck Benchmarked Accommodation – Business Hotel. In line with the hotel’s environmental policy, CPCA constantly endeavours to improve environmental and social responsibility practices through compliance with regulations and by initiating sustainable actions to help the environment and society.

The key focus areas for the hotel include: waste management, energy reduction, recycling, resource conservation, awareness, communication and best practices. The environmental policy is displayed on notice boards in all departments of the hotel. It is also displayed on the guest room’s TV home page to inform guests of the hotel’s environmental policy. The hotel has put in place an Environmental Management Committee (EMC) to implement effective policies through a coordinated environmental management system, including an internal IHG Green Engage Certification. The committee champions best practices and seeks ways to innovate in order to positively impact its environmental footprint. It spearheads all environmental management initiatives and educational activities with internal and external partners to achieve its goals. CPCA also commits to initiatives that aim to change end-user behaviour for both employees and guests.

Staff are educated on the importance of the 3Rs (Reduce, Reuse, Recycle) and environmental ownership through monthly townhall sessions. There is also a communication board for employees to inform them on the green initiatives in the hotel. Staff are also encouraged to participate in green activities organised by the hotel. From the guest rooms, used bar soap is collected and sent to Sealed Air as part of the Soap for Hope initiative. Collected bar soaps are donated to underprivileged communities where the soap is recycled, treated, repackaged, given or sold to support the community. The hotel also works with Sealed Air on the Linen for Hope programme and donates de-commissioned linens to underprivileged communities to be repurposed into uniforms, sleeping bags and other necessities. As part of the hotel’s eco-friendly DNA, re-constituted timber is used for all timber decks at the swimming pool. The timber is made from 60% recycled wood fibre and is more durable. LED lighting is installed in public areas for efficient energy consumption. While the LED lights are effective in cutting down on electricity consumption, energy efficiency is further optimised through the installation of motion light detectors within the hotel.

In its regular operations, CPCA uses cleaning detergents with low emission of Volatile Organic Compounds (VOC). Cleaning agents are purchased in highly concentrated forms, diluted and dispensed in smaller reusable bottles onsite. This reduces the waste from repurchasing bottles in smaller quantities which generate more packaging waste. Food waste is put through a simple processor that converts it to grey water for appropriate reuse in the cleansing of the hotel’s refuse centre. The hotel’s holistic approach to responsible environmental practices also includes a focus on the efficient usage of water through the installation of a flow control system that maintains pressure balance and stable showering temperature. This helps the hotel to lower water consumption by 40% and reduce the energy required to heat the water.