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Corporate Social Responsibilities



“Corporate Social Responsibility is the continuing commitment by business to behave sustainable, ethically and contribute to economic development while improving the quality of life of the workforce and their families as well as of the local community and society at large” Basically the ethos is simple “Do no evil”



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Access for All Policy

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The Crown Spa Hotel understands that every customer has different needs and we aim to make our hotel facilities available and accessible to all of our guests equally. In rare instances where this is not possible we will endeavor to offer a range of facilities for guests with a perspective on disability including:

- Designated car parking, accessible entrance, WC, accessible bedrooms
- Induction loops can be arranged with advanced requests
- Assistance Dogs Welcome
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Lone Female Guest Awareness Policy

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The Crown Spa Hotel understands that every customer has different needs and we aim to make our hotel considerate of lone females traveling often far from home which can create anxiety and stress. The hotel operates a lone female guest awareness policy.

We recognize that some females travel alone, & it is important to make the feel safe when they stay in the hotel.


Here are a few of the safety measures we implement & adhere to:


- Never allocate a lone female a room on the ground floor.
- When allocating a single female a room, do not put lone females into rooms at the end of corridors or fire exits. Always try & have them in the middle.
- Automatically upgrade lone female travelers’ on arrival to counteract points 1 & 2.
- Offer escort service from hotel to the car park, especially at night.
- Provide well lit, on site parking, with CCTV when circumstances permit.
- Never read out a female’s room number when checking in, just point to the room number on the registration card.
- Make lone females aware that all rooms have peep holes on doors for added security.
- Never give out a lone females name or room number.
- Bedside lighting controls as standard in all rooms.
- In room safe in all rooms. – Same sex room service provided on request.
- Health & safety guidelines in place for staff, on non harassment of lone female guests.
- Lone female guests seated around the edge of the dining room, facing the entrance.

We endeavour to implement this policy on every occasion: however, this is subject to availability at the time of booking, force majeure and of the guest informing the Crown Spa Hotel, Scarborough that they wish this policy to be applied.


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Environmental Sustainability Policy

Overview of the Strategy and Aims  Back to top
During the last 12 months The Crown Spa Hotel Green Team have continually reappraised each area of our environment policy. The main focus for this current year is on reducing consumption and improving efficiency in our Energy and Waste Management processes. Our strategy is to investigate and implement new technology or practices to reduce CO2 produced directly and indirectly to agree as a management team ongoing best practice. We aim is to work towards continuous improvement in environmental management and performance by hotel team members and to encourage support from customers and other stake holders.

We have 2 Main Aims


Our main environmental vision is to reduce KG’s CO2 output from Water, Light, Heat and Power by 25% by 2010 from our 2005 levels. With a further aim of a 50% reduction from our 2005 levels by 2015.


Our other main aim is to continually assess, revise, reappraise to reduce the organisations environmental impact by application of the 3 R’s below and lastly Carbon Offset.


 We have 10 underlying principles behind our strategy;

- The Administration Director assisted by external parties’ sets out the responsibility for environmental performance and develops and maintains an adequate system of management, measurement and improvements.
- All actions comply with relevant regulations.
- Business is conducted with due regard to the environment, its habitats and biodiversity.
- The business operations are regularly assessed for compliance with policy, performance and achievement of targets.
- Environment considerations are taken into account in all major business decisions.
- Employees are encouraged to work in an environmentally responsible manner.
- Suppliers are encouraged to operate in an environmentally responsible manner and such encouragement is made a condition of any supply.
- Where appropriate, encourage support from customers by providing them with products and services that are environmentally responsible in use.
- Customers are made aware of all environmental policies in the specific areas where they are in direct contact.
- The company will report regularly on environmental performance. These will be available on-line or can be sent in writing if requested.

These principles support our 5 basic aims;

- Reduce the organisations consumption per occupied room.
- Reuse as much as possible.
- Recycle as much as possible and get rid of as many things that can not be recycled.
- “Offset” we offer the facility to “Offset” customers carbon footprint.
- Listen; we also canvass and listen to our stakeholders; they often have the best ideas! 30% of existing customer feedback concerns environmental issues or concerns in the local area.

Reduce;


The Crown Spa Hotel, Scarborough emitted an average of 45.7kg of CO2 in 2005 to 32.5kg year rolling to August 2009 for each occupied bedroom per night.

This was mainly achieved through installing many rooms with a credit card master switch, so that the room key has to be removed when the guest leaves, in turn turning off the room power.
- All bulbs are led or low energy bulbs.
- We have fitted £25K of solar water tanks (grant unaided) under our new Spa treatments area, we are attempting to find a cost effective supplier for solar panels.
- We are in the process of sourcing the equipment to flush the public toilets using gray water collected from run-off from the roof.
- Why not bring your bikes and give you car a holiday while you are here?

Reuse;


We reuse as much as possible


- We encourage guests to reuse towels as much as possible and place ones they wish changing in the bath; this has reduced towel consumption by 5% per occupied room.
- We reuse scarp paper and wood as much as possible before it is recycled.
- Though it is often impractical to reuse many items, we are always searching for new ideas.

Recycle;


We recycle as much as possible, and where we can not eliminate an item we can often change to a more easily recycled option.
- Glass – All waste glass
- Waste office paper – shredded in bin liners, separated from un-shredded.
- Plastic containers from cleaning fluids etc – we remove caps and/or spray units. At present we cannot recycle the spray units but are investigating the caps.
- Printer/toner cartridges – placed into original box wherever possible.
- Cardboard – flattened.
- Clean wood off-cuts – all except chipboard and MDF.
- Tin cans (steel) – we rinse and remove any paper label.
- Plastic drinks bottles – caps removed, caps can be taken if bagged separately.
- Lids from glass bottles – separate steel from other metals if possible.
- Bedding, towels, surplus catering equipment etc. – we pass to a local charity.
- Metal drinks cans and ring pulls- we crush and separate for other metals.
- Unprocessed green matter will be composted; we generally compost 200kg per month, saving this matter going to landfill.
- Before items are disposed of consider the “Free Cycle” Option http://www.freecycle.org


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Carbon Offset

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Lastly carbon offset, some guests are more than happy to pay to offset some or all of their carbon foot print involved with doing business with the Hotel. Whilst this area is surrounded in controversy; regarding the definition of true “offset”; at least the money can be put to a good environmental use to improve natural sustainability in the local area.

We offer guests the opportunity to reduce the environmental impact of their stay, through working with a local charity called “Scarborough Fair Carbon”.


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Cultural Sustainability Policy

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In Our organisation relies on a sustainable local distinct culture being maintained:

- Our community can benefit from informing and supporting local culture that is not available geographically elsewhere.
- We inform the guests of the local culture and have a different focus each day of the week in our in-house news letter.
- We list local cultural events and actively encourage guests to visit.
- We offer local cultural produce with a cultural twist, e.g. Local Meats and Cheeses.
- We have a heritage trail guide for guests to use in the area.


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Community Support Policy

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The Crown Spa Hotel is very supportive of local community projects in the Scarborough area and assistance to local charities; each request is given due consideration on an individual basis.


- We are particularly supportive of the Prince’s Trust as our chosen charity working with local people in the local community.
- We also operate transport and environmental impact programme’s for the hotel.
- All activities, donations and sponsorships raised by customer, suppliers and staff will contribute to the Company’s objective of supporting local charities.



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Social Sustainability Policy

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We recognise we have a duty to the society and community we live in whether we like it or not; as all the directors, shareholders and team members live in the local area.

We have met with our neighbours to explain and discuss what we are trying to achieve.


- We have formulated a transport policy which is still being actioned, but has recently resulted in a coach drop off zone to the front of the property to ease congestion to neighbours when guests embark and disembark.
- We also asked for the drop off zone to have a time limit, so that it could not be used as a general parking area.
- We encourage local sustainable employment; appointments are generally only advertised in the local economy.
- We also have various policies regarding disability access, the environment and lone travelers (which can be found in our FAQ section of the website) and general business conduct.


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Hotel Sustainable Improvement & Development Policy

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The Crown Spa Hotel has a dedicated architect in charge of Sustainable Hotel Design to take advantage of environmental opportunities in our future developments:

- The design of our improvements are eco-friendly and sustainable where practicably possible.
- Keycard systems control lighting, heating and air coolers when room not in use
- Building management systems are in place to control temperatures throughout the building
- Existing lifts have been replaced with energy efficient lifts
- Energy saving lighting, dimmers are in place

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Our Vision, Aims and Professional Conduct Policy

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Our Vision is to be Scarborough’s Preferred Destination Spa Hotel

We aim to achieve this by being professional and ethical with our aims;

Hotel, Conference and Leisure Venue, by striving to go beyond the accepted expected quality, service and standards of the industry and the 4 star AA standards and the FIA. Our target is being in the high quality section of the AA standards score.


Hotel & Leisure Employer; by being an exemplary business consistently achieving high scores in the Investors In People award and creating a organisational culture that enables people to exceed their own expectations and our company’s through relevant training, development and empowerment.


Hotel & Leisure Customer, by treating our suppliers as valued stakeholders in the business, discharging liabilities and resolving disputes as a professional caring forthright organisation; there by treating them as we ourselves as an organisation would wish to be treated; in a fair and equitable manner.


Hotel & Leisure Business Best Practice Example, by setting goals based around customer focus, efficiently planning and controlling the operations, partnering and networking, having clear internal and external communication, setting and achieving consistent standards, managing the workforce effectively and performance and management benchmarking and with a culture that embraces the challenge of change, and adapts to new policies and procedures and technology in a constructive professional manner.

How are we doing this?

It is fine having the above statements but how are we trying to achieve these aims;

Hotel, Conference and Leisure Venue, We had to set a goal that was difficult yet realistic, so we set our goal of 4 star standards. We achieved this in May 2008; our AA 4 star merit score is presently 78%. We won the Yorkshire Moors and Coast “Hotel of the Year” Award 2007/8.


Hotel & Leisure Employer, We set our sights on Investors in People, it took 18 months to implement under the new tougher standards and our whole organisations culture from top down had to change. This means we have policies and procedures in place to a high standard for recruitment, induction, training, appraisal and assessment through the use of SMART targets, and exit interviews. We have maintained our IIP standard since 2006. 


Hotel & Leisure Customer, This was a difficult one to set goals for so in practice partner with suppliers and have set a rule of discharging debts by the 25th of the month after invoice date. We also choose to aim for a credit score out of 100 of at least 70; we are presently 85.


Hotel & Leisure Business Best Practice Example, we outreach to participate in the community within which we live and work, presently our team sit on or chair a variety of organisations, Confotel, Scarborough Conference Bureau, Scarborough Hospitality Association, Area Tourism Partnership, Town Team, Forum For Tourism, Borough Tourism Working Group and Princes Trust and other charitable and social concerned organisations.

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Privacy Policy

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We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

We collect information about you for 2 reasons: firstly, to process your reservation and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. We will give you the chance to refuse any marketing email from us or from another trader in the future.

The type of information we will collect about you includes:


- your name
- address
- phone number
- email address
- credit/debit card details

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a “cookie” which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

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Cookie Policy

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