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Hotel Generic Hongkong

Document No: EMG Title: IntroductionRevision No.: Date Issued: Page of

Contents

0.0 Introduction to Hotel Generic Hongkong

0.1 Background Information0.2 Introduction to the Environmental Management System0.3 Control and Distribution of EMS Documentation0.4 Summary of Revisions of EMS Documentation

1.0 Environmental Policy

2.0 Planning

2.1 Environmental Aspects 2.2 Legal and Other Requirements2.3 Objectives and Targets2.4 Environmental Management Programme

3.0 Implementation and Operation

3.1 Structure and Responsibility 3.2 Training, Awareness and Competence 3.3 Communication3.4 Environmental Management System Documentation3.5 Document Control 3.6 Operational Control 3.7 Emergency Preparedness and Response

4.0 Checking and Corrective Action

4.1 Monitoring and Measurement4.2 Non-conformance, Corrective and Preventive Action4.3 Maintenance of Records4.4 Environmental Management System Audit

5.0 Management Review

Environmental Management Guide


Document No: EMG-00 Title: IntroductionRevision No.: Date Issued: Page of

0.0 Introduction to Hotel Generic Hongkong

0.1 Background Information1

Hotel Generic Hongkong is typical of hotels in Hong Kong in respect of facilities, services provided, and management structure. The hotel is proud of its tradition of providing quality services to its guests, and for being proactive in environmental management matters.

0.1.1 Location

Hotel Generic Hongkong is located in the downtown area of Hongkong.

Fig. 0.1 Location Map for Hotel Generic Hongkong

0.1.2 Hotel Services and Facilities

The hotel provides deluxe services and facilities including guestrooms, restaurants and bars, recreational, hygiene and health care, and other supporting facilities to guests. The operations and activities are sub-divided into two categories: Front-of-the-house and Back-of-the-house services and facilities. The Front-of-the-house services and facilities refer to services and facilities directly in contact with hotel guests, whereas the Back-of-the-house services and facilities refer to supporting services and facilities not directly interfacing with hotel guests. The hotel employs around 400 staff.

1 Insert the appropriate description of your hotel, with a map or other graphic image, as required.




0.1.2.1 Front-of-the-house Services/ Facilities

Guestrooms

There are 400 well-appointed guestrooms and 20 suites. Non-smoking rooms are available upon request. Each guestroom is equipped with bathroom amenities, refrigerated mini-bar, air-conditioning system, television (including in-house movies), telecommunication system (IDD, Voice Mail, etc), in-room electronic safety system and safe deposit box.

Restaurants and Bars2

The hotel manages and maintains six restaurants and bars which serve different styles of cuisine: Coffee Shop (International Cuisine) Western Restaurant (Western Cuisine) Japanese Restaurant (Japanese Cuisine) Chinese Restaurant (Cantonese Cuisine) Bar (Snack service) Lounge (Snack service)

Recreational Facilities

An outdoor swimming pool is provided at roof level, and fully equipped health centre/ sauna is located on the floor below.

Hygiene and Health Care Services/ Facilities

The hotel provides the following services in relation to personal hygiene and health care: Clinic (providing services to both guests and staff) Beauty Salon (open also to customers not residing at the hotel)

Other services/ facilities

The following services/ facilities are also provided and located in different floors of the hotel premises: Ballroom Function rooms Business Centre (including typewriters, fax machines and computers, etc) Shopping arcade (rented to a range of retail facilities) Limousine service Garage with valet parking 24-hour Room Service Concierge services Babysitting services Foreign exchange services Facilities for the handicapped

0.1.2.2 Back-of-the-house Facilities Air-conditioning system with central chiller plant Boiler plant Fire Detection System/Automatic Fire Fighting System Solid waste storage and handling facilities2 The exact details of the restaurants for the hotel should be entered, complete with details of all other

facilities.




Wastewater discharge system Swimming pool chlorinating system Water storage/ water supply pumping system Storage facilities for liquid fuel Storage place for chemicals Kitchens Laundry rooms

0.2 Introduction to the Environmental Management System

0.2.1 ISO 14000 and Environmental Management System (EMS)

Hotel Generic Hongkong has adopted the ISO 14000 series of environmental management standards on a voluntary basis. The standards enable the hotel to establish an effective environmental management system, to achieve continual improvement of environmental performance and ensure regulatory and legislative compliance. The hotel maintains its EMS under independent certification under the ISO 14001 Standard.

The EMS is seen as a management system that provides a mechanism for the hotel to operate in an environmentally responsible manner, anticipate and meet growing environmental performance expectations, and ensure ongoing compliance with regulatory and legislative requirements. The EMS allows the hotel to address, control and improve the short-term and long-term impacts of its activities, products and services on the environment.

0.2.2 Hotel Generic Hongkong’s Commitment

Apart from providing quality services to the guests, Hotel Generic Hongkong has been proactively working on environmental issues in relation to its activities in order to improve its environmental performance. The hotel implements a wide variety of environmentally friendly practices such as: collection of paper waste, aluminium cans and used cooking oil for recycling; reuse of office paper and package waste whenever possible to minimise wastage and solid

waste stream; installation of energy-saving light bulbs and electronic key tabs in guest rooms to reduce

energy consumption; purchase of environmentally friendly products whenever possible, to reduce environmental

impacts.

In accordance with the hotel’s Environmental Policy, the hotel is committed to continual environmental improvement by considering ways to minimise wastage of natural resources, waste arising and prevention of pollution to the environment. The hotel also organises regular training, demonstrations, competitions, talks and seminars to enhance staff awareness on environmental and occupational health and safety matters.

0.2.3 EMS Structure

The Environmental Management System documentation encompasses four levels, with the environmental policy at the pinnacle. The documentation structure is summarised in Fig. 0.2, and Table 0.1 shows the relationship between various EMS documents and procedures, and the ISO 14001 Standard clauses.




Figure 0.2. Environmental Management System documentation structure

The first level is the Environmental Management Guide (this document) which includes the Hotel’s environmental policy, specifying the principal objectives to be achieved and the environmental commitments of the hotel, and a board description of how the hotel addresses the ISO 14001 requirements. It serves as an interface to interpret the relationship between the hotel’s EMS and the ISO 14001 Standard. The second level is the Hotel Environmental Procedures, which include all procedures specified in the ISO 14001 Standard and defines who should do what, how and when. These procedures provide a detailed description for all EMS elements.

The third level is the Operational Control Procedures, which are instructions or procedures, with defined responsibilities, to control the identified significant environmental aspects associated with the hotel’s operations and activities.

The fourth level is Environmental Records which arise from the implementation of the: Hotel Environmental Procedures; and Operational Control Procedures;

and includes the: Register of Significant Environmental Aspects; Register of Legal and Other Requirements; Environmental Objectives and Targets; monitoring and measurement results, and other plans, forms, checklists, reports, reference

manuals, records, etc.

Table 0.1 Cross-reference matrix of EMS documentation with ISO 14001 Standard


First Level

Second Level

Third Level

Fourth Level


Hotel Environmental Procedures

Operational Control Procedures

Environmental Records

Environmental Policy



Environmental Management System Documentation:

Section Number of ISO 14001 Standard




4.1 4.2 4.3.1

4.3.2

4.3.3

4.3.4

4.4.1

4.4.2

4.4.3

4.4.4

4.4.5

4.4.6

4.4.7

4.5.1

4.5.2

4.5.3

4.5.4

4.6

Hotel Environmental Procedures:Environmental Policy X X XEnvironmental Management Guide

X X X X X X

HEP-01 Environmental Policy X X XHEP-02 Environmental Aspects X X X X X X X XHEP-03 Legal and Other Requirements

X X X X

HEP-04 Environmental Objectives and Targets

X X X X X

HEP-05 Environmental Management Programmes

X X X

HEP-06 Organisational Structure and Responsibility

X X X

HEP-07 Training, Awareness and Competence

X X X

HEP-08 Communication X X XHEP-09 Environmental Management System Documentation and Document Control

X X X X X

HEP-10 Operational Control X X X X XHEP-11 Emergency Preparedness and Response

X X X

HEP-12 Monitoring and Measurement

X X X X

HEP-13 Non-conformance and Corrective and Preventive Action

X X X X

HEP-14 Records X X XHEP-15 Environmental Management System Audit

X X

HEP-16 Management Review X XOperational Control Procedures X X X X XEnvironmental Objectives & Targets and Environmental Management Programmes

X X X X X

Register of Significant Environmental Aspects

X X X X X X X X

Register of Legal and Other Requirements

X X X X

Initial Environmental Review Report

X

Environmental Records X X X X X X X X X X X X X X X X X

0.2.4 EMS Organisational Structure




0.2.5The organisational structure for Hotel Generic Hongkong Environmental Management System is shown in Fig. 0.3 with key responsibilities defined in Table 0.2. Basically, whilst every employee has a role and responsibility in respect to environmental management, the role is more clearly defined and more significant with seniority. Under the EMS, senior executives are responsible for auditing the activities and operations of the departments/sections for which they are responsible.

In Hotel Generic Hongkong there is no specific Environmental Management Committee, rather all senior staff share responsibility, and environmental management is embraced by the whole senior management team. Environmental issues are treated in the same way as other management issues confronting the hotel.

Table 0.2. Environmental Management System Key Responsibilities3

Environmental Responsibilities Responsible PersonnelEstablish overall environmental direction General Manager and senior executivesDevelop environmental policy General Manager and senior executives, EMS Manager,

Deputy EMS ManagerDevelop environmental objectives, targets and environmental management programmes

EMS Manager, Deputy EMS Manager, Department Heads and senior executives

Monitor overall performance of Environmental Management System

EMS Manager, Deputy EMS Manager, General Manager and senior executives

Assure legal compliance EMS Manager, Deputy EMS Manager, Department HeadsEnsure continual improvement General Manager and senior executives, EMS Manager,

Deputy EMS ManagerIdentify training needs and organise training programmes

EMS Manager, Deputy EMS Manager, Department Heads

Develop purchasing policy EMS Manager, Deputy EMS Manager, Purchasing Manager

Comply with defined procedures Staff at all levels

0.2.5.1 EMS Manager and Deputy EMS Manager

In Hotel Generic Hongkong the Human Resources Manager and the Chief Engineer are designated as EMS Manager and Deputy EMS Manager, respectively. The EMS Manager has the responsibility for co-ordinating environmental management activities. The EMS Manager is responsible for reporting on the implementation and maintenance of the Environmental Management System for non-technical functional areas, and the Deputy EMS Manager is responsible for reporting on the implementation and maintenance of the Environmental Management System for engineering and technical aspects of the Environmental Management System.

The senior management team is responsible to ensure that the environmental management system requirements are established, implemented, and maintained in accordance with the ISO 14001 Standard.

3 Each hotel needs to establish responsibilities for various aspects of implementing the EMS. In the case of Hotel Generic Hongkong the policies are formulated by senior executives, Department heads develop objectives, monitor performance, seek continual improvements, etc. Regular checks for compliance are the responsibility of senior executives. Formal audit procedures are described elsewhere in this manual.




Fig. 0.3 Organisational Structure for Hotel Generic Hongkong Environmental Management System



0.3 Control and Distribution of EMS Documentation

In Hotel Generic Hongkong the EMS Manager maintains the Environmental Management System documentation. The Human Resources Department keep the originals of all pages of all documents that define the EMS, after being authorised by the responsible authority (as defined in this Guide). Any revisions are routed to, and distributed from the Human Resources Department.

Duplicates of controlled EMS documents, which are defined as any EMS documents or procedures that are in current use, shall be distributed to relevant personnel according to Table 0.3 whenever updated versions are made available.

Table 0.3. Cross-reference matrix of responsible personnel and controlled EMS documents and other documents.

Environmental Management System Documentation

Responsible PersonnelGeneralManager

Senior Executives

EMS Manager/ Deputy EMS

Manager

DepartmentHeads

EMSInternal Auditors

Hotel Staff

Environmental Policy*,c X X X X X XEnvironmental Management Guide*

X X X X X

Hotel Environmental Procedures*

X X X X X

Operational Control Procedures*,c,1,3

X X X X

Environmental Objectives & Targets and Environmental Management Programmes*,2

X X X X X

Register of Significant Environmental Aspects*

X X X

Register of Legal and Other Requirements*

X X X X X

Initial Environmental Review Report

X X

Department Heads shall ensure that their staff is familiar of the detailed operation criteria specified in the operational control procedures and such written procedures shall be kept in a place so that they are accessed easily by the staff.

* Controlled EMS documentsc Supplementary documents in Chinese are included in the Manual1 Operational Control Procedures of each department are distributed to relevant Department

Head2 Environmental Objectives & Targets and Environmental Management Programmes are

distributed to relevant Department Heads3 Operational Control Procedures are circulated amongst EMS Internal Auditors before

conducting the EMS auditSummary of Revision of EMS Documentation

All revised Environmental Management System Documentation is recorded by the EMS Manager and summarised in Table 0.4 (Form SR 01)4.

4 The EMS Manager uses this sheet for record purposes, and does not form part of the Environmental Management Guide itself.




Table 0.4. Summary of Revision of Environmental Management System Documentation

Date Document Name Summary of Change Page Number Signature



Document No: EMG-01 Title: Environmental PolicyRevision No.: Date Issued: Page of

1.0 Environmental Policy

1.1 ISO 14001 Standard Requirements

This section conforms to ISO 14001 Standard Section 4.2 Environmental Policy. This requires that senior management define the hotel’s Environmental Policy and ensure that it: is appropriate to the nature, scale and environmental impacts of its activities, products or

services; includes a commitment to continual improvement and prevention of pollution; includes a commitment to comply with relevant environmental legislation and regulations, and

with other requirements to which the organisation subscribes; provides the framework for setting and reviewing environmental objectives and targets; is documented, implemented and maintained and communicated to all employees; and is available to the public.

1.2 Applicability to the Hotel

Hotel Generic Hongkong regards its environmental policy as the position of the hotel with respect to environmental matters. It is defined by the hotel’s senior management and is a public declaration of the hotel’s environmental responsibilities and commitment.

To comply with ISO standard requirements, the Environmental Policy of Hotel Generic Hongkong (Table. 1.1) includes: commitments to continual improvement of environmental performance; compliance with all local environmental legislation; and prevention of pollution.

It expresses the attitude of the hotel towards environmental protection and resources conservation, for communication to employees, associated business and other interested parties. The environmental policy also provides the overall direction and criteria for senior management to set and review environmental objectives and targets to improve the environmental performance of the hotel.

The Environmental Policy is reviewed and revised where necessary by senior management during the annual EMS Management Review, to ensure that the policy reflects the current situation of the hotel and is relevant to the current activities, products and the services provided.

Hotel Generic Hongkong makes its Environmental Policy available and accessible to staff at all levels and publishes it externally for the public. It is the responsibility of Department Heads to ensure their subordinates are familiar with the Environmental Policy.

1.3 Related Documentation

Detailed procedures for distributing, reviewing and revising the environmental policy can be found in the Hotel Environmental Procedure “HEP-01: Environmental Policy”.



Document No: EMG-01 Title: Environmental PolicyRevision No.: Date Issued: Page of

Table 1.1 Hotel Generic Hongkong Environmental Policy


Environmental Policy

Hotel Generic Hongkong is an environmentally conscious hotel which not only aims to provide quality services for its guests, but is also committed to taking appropriate measures for pollution prevention and resources conservation. To fulfil the requirements of ISO 14001 Standard, the environmental policy statement for Hotel Generic Hongkong is as follows.

The hotel is committed to complying with all local environmental legislation and continuously seeks to improve its environmental performance.

The hotel management and staff understand and support the Environmental Policy and are

committed to continuous improvement of environmental performance by identifying ways to minimise both wastage of natural resources and pollution to the environment.

The hotel will continuously identify ways to minimise waste arising at source and develop and implement resource and waste management strategies. The hotel will also adopt best environmental practices to control and minimise all wastewater discharges.

The hotel will identify and implement practices to optimise energy and water usage without affecting the quality of services provided to its guests.

The hotel will take appropriate measures to eliminate environmental, occupational and health risks and is prepared to respond to emergencies at all times.

The hotel will support purchasing initiatives that are committed to sustainable environmental development, and continuously seek environmentally friendly products and services that represent genuine value for money. The hotel will encourage and influence its suppliers to take part in the environmental protection initiatives, and to understand its purchasing policy, and to provide products and services that have the minimum adverse impact on the environment.

The hotel will carry out regular internal programmes of education and training to enhance

environmental awareness amongst staff. The hotel will also actively participate in external environmental activities, as well as various training and development programmes, to broaden its horizon.

The hotel will share its environmental experience with other organisations in the community, raise the interests of its stakeholders by explaining the hotel’s environmental philosophy, and seek their co-operation in improving their own attitude towards environmental concerns.

General Manager

Date:



Document No: EMG-02 Title: PlanningRevision No.: Date Issued: Page of

2.0 Planning

2.1 Environmental Aspects

2.1.1 ISO 14001 Standard Requirements

This Section conforms to ISO 14001 Standard Section 4.3.1 Environmental Aspects. This requires the hotel to establish and maintain procedures to identify the environmental aspects of its activities, products or services that it can control, and over which it can be expected to have an influence. This is to determine aspects that have, or can have, a significant impact on the environment.

Environmental aspect is defined in the ISO 14001 Standard as element of a hotel’s activities, products or services that can interact with the environment. Environmental impact is defined as any change to the environment, whether adverse or beneficial, wholly or partially resulting from hotel’s activities, products or services.

The hotel has considered these significant impacts in establishing its environmental objectives.

2.1.2 Applicability to the Hotel

To comply with requirements, the environmental aspects of the activities, products, and services of the hotel have been identified. The hotel conducted an Initial Environment Review (IER) to establish its current environmental position. The IER consisted of two parts: Identification of all environmental aspects and impacts of the hotel; and a Gap Analysis – to compare the current environmental operations and environmental

management practices against the requirements of the ISO 14001 standard.

The IER revealed activities and operations that were not under proper control, and informed management as to which EMS elements were missing.

Department Heads, with the assistance of the EMS Manager and the Deputy EMS Manager, are responsible for identifying the significant environmental aspects that the hotel can control or influence. The present and future operations of the Hotel under normal, abnormal and emergency situation are considered. Those environmental aspects, which were evaluated as not being significant, were recorded for attention under the annual review mechanism, lest they become significant in future.

The EMS Manager is responsible for designing the mechanism for evaluation of significance and compiling various significant environmental aspects to a central register and updating it.

Department Heads then establish proper operational control and/or set appropriate environmental objectives and targets to control and/or improve each significant environmental aspect, and shall record changes. A comprehensive update is prepared at least annually.

2.1.3 Related Documentation

The methodology and the findings of the IER are summarised in the IER Report.

Detailed procedures for the identification of environmental aspects and evaluation of significant environmental aspects of the Hotel can be found in the Hotel Environmental Procedure “HEP-02: Environmental Aspects”.




2.2 Legal and Other Requirements


This Section conforms to ISO 14001 Standard Section 4.3.2 Legal and Other Requirements. This requires that the hotel establish and maintain a procedure to identify and have access to legal and other requirements to which the hotel subscribes, that are applicable to the environmental aspects of its activities, products or services5.


To comply with requirements of the ISO standard, the EMS Manager and Deputy EMS Manager, with the assistance of the Department Heads, identified the legal and other requirements directly applicable to the identified significant environmental aspects of Hotel Generic Hongkong.

A Register of Legal and Other Requirements is maintained. The Register is periodically reviewed, and revised where necessary by the Department Heads and is compiled by EMS Manager. The EMS Manager ensures that the Register is kept up-to-date and is relevant to the current operations and activities of the Hotel.

EMS Manager, Deputy EMS Manager and Department Heads periodically evaluate the hotel’s compliance of legal and other requirements.



Detailed procedures for identifying, reviewing and revising legal and other requirements relevant to operations and activities of the Hotel, and procedures to evaluate their compliance can be found in the Hotel Environmental Procedure “HEP-03: Legal and Other Requirements”.

5 According to Annex A of the Standard, examples of other requirements to which the hotel may subscribe include industry codes of practice, agreements with public authorities, and non-regulatory guidelines.




2.3 Objectives and Targets


This Section conforms to ISO 14001 Standard Section 4.3.3 Objectives and Targets. This requires that the hotel establishes and maintains documented environmental objectives and targets, at each relevant function and level within the hotel.

Environmental objective is defined in the ISO 14001 Standard as overall environmental goal, arising from the environmental policy, that an organisation sets itself to achieve, and which is quantified where practicable.

Environmental target is defined as detailed performance requirement, quantified where practicable, applicable to the hotel or parts thereof, that arises from the environmental objectives and that needs to be set and met in order to achieve those objectives. The hotel shall consider: legal and other requirements; significant environmental aspects; technological options; financial, operational and business requirements; and the views of interested parties while establishing and reviewing its objectives.

The objectives and targets shall be consistent with the environmental policy.


Objectives and targets setting provide a mechanism for the Hotel to achieve continual improvements in environmental performance. To comply with ISO standard requirements, Department Heads, in consultation with senior executives, set departmental or corporate level’s environmental objectives and targets to improve the environmental performance of the identified significant environmental aspects, so that the goals of the hotel’s environmental policy are achieved.

Based on the current circumstances of the hotel, senior executives and Department Heads establish realistic and achievable targets, and avoid setting targets for which the environmental improvement cannot be measured or justified. Apart from objectives and targets to improve environmental performance of the hotel objectives and targets related to occupational health and safety issues are set to reduce the potential hazard to the hotel staff and the general public.

The EMS Manager not only provides guidance in setting environmental objectives and targets, but also periodically monitors the progress made towards achieving the established objectives and targets with Department Heads. All environmental objectives and targets need to be authorised by the General Manager.



Detailed procedures for establishing and monitoring environmental objectives and targets can be found in the Hotel Environmental Procedure “HEP-04: Environmental Objectives and Targets”.




2.4 Environmental Management Programme


This Section conforms to ISO 14001 Standard Section 4.3.4 Environmental Management Programme(s). This requires that the hotel establishes and maintains procedures for achieving its objectives and targets. It shall include designation of responsibility for achieving objectives and targets at each relevant function and

level of the hotel; and the means and time-frame by which they are to be achieved.

The standard also requires that if a project relates to new developments and new or modified activities, products or services, programmes shall be amended where relevant to ensure that environmental management applies to such projects.


The purpose of the Environmental Management Programme is to ensure that the environmental objectives and targets are planned to be achieved within a defined time scale, and in accordance with the hotel’s Environmental Policy.

To comply with requirements, Department Heads, in consultation with senior executives, the EMS Manager and the Deputy EMS Manager, are required to establish a technically and financially feasible implementation plan for achieving each established environmental objective and target within a reasonable time period, so that the goals of the Hotel’s environmental policy are achieved.

Department Heads are also required to assign personnel (with appropriate skills) to carry out the programme to ensure that resources are effectively utilised and the progress will not be delayed.

The General Manager, in consultation with senior executives, authorises all environmental management programmes. The General Manager and Financial Controller are responsible for the allocation of financial resources.

The EMS Manager not only provides guidance in establishing environmental management programmes, but also periodically monitors the progress of the established programmes with Department Heads.



Detailed procedures for establishing and monitoring environmental management programmes can be found in the Hotel Environmental Procedure “HEP-05: Environmental Management Programme”.



Document No: EMG-03 Title: Implementation and OperationRevision No.: Date Issued: Page of

3.0 Implementation and Operation

3.1 Structure and Responsibility


This Section conforms to ISO 14001 Standard Section 4.4.1 Structure and Responsibility. This requires that all roles, responsibilities and authorities shall be defined, documented and communicated in order to facilitate effective environmental management. Management shall provide resources essential to the implementation and control of the environmental management system. Resources include human resources and specialised skills, technology and financial resources.

The hotel’s top management shall appoint specific management representatives who, irrespective of other responsibilities and authority for: ensuring that environmental management system requirements are established, implemented

and maintained in accordance with the ISO standard; and reporting on the performance of the environmental management system to top management

for review and as a basis for improvement of the Environmental Management System.


To comply with requirements, environmental roles, responsibilities and authorities of staff at all levels are clearly defined to implement the environmental management system effectively thus meeting the goals established in the environmental policy, and in the associated environmental objectives and targets. The EMS Manager and Deputy EMS Manager are designated. The EMS Manager is responsible for the implementation and maintenance of the Environmental Management System and the Deputy EMS Manager is responsible for handling engineering and technical aspects of the Environmental Management System.

Senior executives are responsible for auditing the activities and operations of the departments / sections for which they are responsible, as depicted in the organisational structure for Hotel Generic Hongkong Environmental Management System (Fig. 0.3).

Senior management and Department Heads establish the roles and responsibilities of their subordinates, which will guide their operations and activities to attain the goals of the hotel’s environmental policy. Senior executives, authorised by the General Manager, shall provide sufficient human, technological, and financial resources to effectively implement the EMS.

The General Manager is responsible for periodically reviewing and revising the EMS management structure to ensure that it is appropriate to the current situation of the Hotel.


Detailed procedures for defining, documenting and communicating environmental roles, responsibilities and authorities of the Hotel staff can be found in the Hotel Environmental Procedure “HEP-06: Organisational Structure and Responsibility”.




3.2 Training, Awareness and Competence


This Section conforms to ISO 14001 Standard Section 4.4.2 Training, Awareness and Competence. This requires that the hotel identify training needs. It requires that all personnel, whose working may create a significant impact upon the environment, have received appropriate training. The hotel shall establish and maintain procedures to make its employees or members at each relevant function and level aware of: the importance of conformance with the environmental policy and procedures and with the

requirements of the environmental management system; the significant environmental impacts, actual or potential, of their work activities and the

environmental benefits of improved personal performance; their roles and responsibilities in achieving conformance with the environmental policy and

procedures and with the requirements of the environmental management system, including emergency preparedness and response requirements;

the potential consequences of departure from specified operating procedures.

The ISO standard also states that personnel performing the tasks, which can cause significant environmental impacts, shall be competent on the basis of appropriate education, training and/or experience.


To comply with requirements, the EMS Manager, the Deputy EMS Manager and Department Heads are assigned responsibility for identifying training needs, and for the delivery of appropriate training to relevant personnel.

The EMS Manager, with the assistance of the Deputy EMS Manager, is responsible for planning and organising training, such as on Environmental Legislation, to Department Heads and relevant staff, and maintaining training records.

The nature and the frequency of training will depend on how well the overall EMS is implemented, what training needs are proposed by the staff, and which non-conformances are frequently detected.

Staff is also encouraged to identify and reflect any training needs to their Department Heads.


Detailed procedures for identifying training needs, organising training programmes and evaluating their effectiveness, and keeping training records can be found in the Hotel Environmental Procedure “HEP-07: Training, Awareness and Competence”.




3.3 Communication


This Section conforms to ISO 14001 Standard Section 4.4.3 Communication. This requires that with regard to its environmental aspects and environmental management system, the hotel shall establish and maintain procedures for: internal communication between the various levels and functions of the hotel; and receiving, documenting and responding to relevant communication from external interested

parties.

The hotel shall consider processes for external communication on its significant environmental aspects and record its decisions.


To comply with requirements, the EMS Manager has established an internal communication mechanism so that information about the EMS can be disseminated from senior management to staff at various levels and departments within the Hotel.

A feedback mechanism is also established for the junior staff to reflect their ideas, and make suggestions, inquires or complaints about environmental affairs to senior management.

The EMS Manager has also established an external communication mechanism for communicating the Hotel’s environmental activities and information to, and receiving, documenting and responding to suggestions, inquires or complaints from, external interested parties.

The EMS Manager shall regularly review the effectiveness of the internal and external communication mechanisms with the senior management.


Detailed procedures for establishing, maintaining and reviewing the internal and external communication mechanisms can be found in the Hotel Environmental Procedure “HEP-08: Communication”.




3.4 Environmental Management System Documentation


This Section conforms to ISO 14001 Standard Section 4.4.4 Environmental Management System Documentation. This requires that the hotel establishes and maintains information, in paper or electronic form, to: describe the core elements of the management system and their interaction; and provide direction to related documentation.


To comply with requirements, the EMS Manager has established EMS procedures and documents, and maintains such information in an effective way. The EMS Manager is responsible for establishing and maintaining the hotel’s Environmental Management Guide, which acts as an umbrella document that includes the Environmental Policy and provides a broad description of how the hotel has addressed the requirements of the ISO 14001 Standard.

In the Guide, relevant procedures or documents is referenced against each clause of the ISO 14001 Standard, so that detailed description for each core element of the hotel’s EMS, which contains information about who should do what, how and when, can be traced.

Similar to the Environmental Management Guide, all EMS procedures (Hotel Environmental Procedures and Operational Control Procedures) shall reference to relevant documents and records.

The Environmental Management System documentation structure of Hotel Generic Hongkong is described in Section 0.2.3 of this Guide.


Details of the EMS Documentation of the Hotel and detailed procedures for controlling, distributing, reviewing, revising and updating the EMS Documentation can be found in the Hotel Environmental Procedure “HEP-09: Environmental Management System (EMS) Documentation and Document Control”.




3.5 Document Control


This Section conforms to ISO 14001 Standard Section 4.4.5 Document Control. This requires that the hotel establishes and maintains procedures for controlling all documents required by this Standard to ensure that: they can be located; they are periodically reviewed, revised as necessary and approved for adequacy by

authorised personnel; current version of relevant documents are available at all locations where operations essential

to the effective functioning of the environmental management system are performed; obsolete documents are promptly removed from all points of issue and points of use, or

otherwise assured against unintended use; and any obsolete documents retained for legal and/or knowledge preservation purposed are

suitably identified.

The Standard also requires that documentation shall be legible, dated (with dates of revision) and readily identifiable, maintained in an orderly manner and retained for a specified period. Procedures and responsibilities shall be established and maintained concerning the creation and modification of the various types of document.


To comply with Standard requirements, the EMS Manager is responsible for establishing and maintain an effective document control system so that: a complete set of the updated EMS documentation is maintained and located at the Human

Resources Department; controlled EMS documents, are distributed to relevant personnel whenever updated versions

are available (refer to Section 0.3 and Table 0.3); all EMS documents and procedures are periodically reviewed and revised by relevant

personnel, and all controlled documents shall be authorised by the General Manager; all outdated EMS documents and procedures are removed from relevant personnel, and all

outdated EMS documents and procedures are removed from use; all EMS documents and procedures are “labelled” in a systematic manner, and revision

number and date, document/procedure title and name, and electric path and filename are clearly stated; and

the retention time and the responsibility of maintaining each environmental record is identified on each EMS procedure.

The EMS Manager is responsible for recording all revisions of EMS documentation on the Summary of Revision of Environmental Management System Documentation (Table 0.4).






3.6 Operational Control


This Section conforms to ISO 14001 Standard Section 4.4.6 Operational Control. This requires that the hotel identify those operations and activities that are associated with the identified significant environmental aspects in line with its policy, objectives and targets. The hotel shall plan these activities, including maintenance, in order to ensure that they are carried out under specified conditions by: establishing and maintaining documented procedures to cover situations where their absence

could lead to deviations from the environmental policy and the objectives and targets; stipulating operating criteria in the procedures; and establishing and maintaining procedures related to the identifiable significant environmental

aspects of goods and services used by the hotel and communicating relevant procedures and requirements to suppliers and contractors.


To comply with requirements, Department Heads, in consultation with staff in their department/sections, the executive responsible for their department, the Deputy EMS Manager and the EMS Manager, should establish proper operational control procedures. These specify detailed operating criteria and instructions, responsibilities, and related documentation, to control environmental aspects, so that the goals specified in the hotel’s Environmental Policy, and the established environmental objectives and targets are achieved.

Department Heads shall ensure that their staff know, understand and follows relevant operational control procedures in performing their duties.

Senior executives shall, at periodic intervals, monitor and check the routine activities of the departments / sections for which they are responsible to ensure the established operational control procedures are complete and effective. Department Heads, with the assistance of the Deputy EMS Manager and the EMS Manager, shall communicate relevant operational control procedures and requirements to suppliers and contractors (e.g. responsible person of contracted-out services).



Detailed procedures for establishing, monitoring, reviewing and revising operational control procedures of each department can be found in the Hotel Environmental Procedure “HEP-10: Operational Control”.




3.7 Emergency Preparedness and Response


This Section conforms to ISO 14001 Standard Section 4.4.7 Emergency Preparedness and Response. This requires that the hotel establishes and maintains procedures to identify potential for and respond to accidents and emergency situations, and for preventing and mitigating any associated environmental impacts.

The hotel shall review and revise, where necessary, its emergency preparedness and response procedures, in particular, after the occurrence of accidents or emergency situations. The hotel shall also periodically test such procedures where practicable.


To comply with Standard requirements, Department Heads are responsible for identifying potential for accidents and emergency situations relevant to their operations and activities, which may create a threat to health, safety, or the environment.

Department Heads, in consultation with staff in their department/sections, the executive responsible for their department, the Deputy EMS Manager and the EMS Manager, are required to establish appropriate emergency preparedness and response measures and organise appropriate training and demonstrations to relevant staff periodically so that the staff can know how to prevent or responds to accidents and emergency situations, and understand the associated adverse environmental impacts.

Department Heads are responsible for keeping training and demonstration records.

Senior executives shall, at periodic intervals, check the adequacy and effectiveness of emergency preparedness and response measures for the departments for which they are responsible to ensure they are complete and effective, especially after the occurrence of accidents or emergency situations, and revise such measures where necessary.

The established emergency preparedness and response measures are integrated into the operational control procedures of relevant departments.



Detailed procedures for establishing, monitoring, reviewing and revising operational control procedures of each department can be found in the Hotel Environmental Procedure “HEP-10: Operational Control”.

Detailed procedures for identifying potential for accidents and emergency situations, organising training and demonstration for the staff, and reviewing and revising the emergency preparedness and response measures can be found in the Hotel Environmental Procedure “HEP-11: Emergency Preparedness and Response”.



Document No: EMG-04 Title: Checking and Corrective ActionRevision No.: Date Issued: Page of

4.0 Checking and Corrective Action

4.1 Monitoring and Measurement


This Section conforms to ISO 14001 Standard Section 4.5.1 Monitoring and Measurement. This requires that the hotel establish and maintain documented procedures to monitor and measure, on a regular basis, the key characteristics of its operations and activities that can have a significant impact on the environment. This shall include the recording of information to track performance, relevant operational controls and conformance with the hotel’s environmental objectives and targets.

Monitoring equipment shall be calibrated and maintained and records of this process shall be retained according to the hotel’s procedures.

The hotel shall establish and maintain a documented procedure for periodically evaluating compliance with relevant environmental legislation and regulations.


To comply with requirements, each department is required to monitor and measure its operations and activities related to significant environmental impacts, and to track progress in meeting the established environmental objectives and targets.

Department Heads, in consultation with the executive responsible for their department, the Deputy EMS Manager and the EMS Manager, have to establish monitoring and measurement protocols to periodically assess compliance with relevant environmental legislation and the hotel’s environmental policy. Each monitoring and measurement system shall include: the monitoring and measuring frequency; method; equipment used; responsibilities; and records/reports that shall be kept.

The monitoring and measurement plans are integrated to the operational control procedures of relevant departments. Senior executives shall periodically assess the completeness and accuracy of monitoring and measurement plans for the departments for which they are responsible.

Senior executives shall, at periodic intervals, monitor and check the routine activities for the departments for which they are responsible, to ensure the established operational control procedures are complete and effective.

The EMS Manager shall periodically evaluate progress in reaching environmental objectives and targets, with relevant Department Heads, to ensure the goals of the hotel’s Environmental Policy are achieved.

In case of non-conformance, Department Heads shall take appropriate corrective and preventive actions, and the EMS Manager shall monitor such actions. The monitoring and measurement results will be presented and discussed in the annual EMS management review meeting.





Detailed procedures for the identification of environmental aspects and evaluation of significant environmental aspects of the Hotel are given in the Hotel Environmental Procedure “HEP-02: Environmental Aspects”.

Detailed procedures for identifying, reviewing and revising legal and other requirements relevant to operations and activities of the Hotel, and procedures to evaluate their compliance are detailed in the Hotel Environmental Procedure “HEP-03: Legal and Other Requirements”.


Detailed procedures for establishing, monitoring, reviewing and revising operational control procedures of each department are given in the Hotel Environmental Procedure “HEP-10: Operational Control”.

Detailed procedures for establishing, reviewing, revising monitoring and measurement plans can be found in the Hotel Environmental Procedure “HEP-12: Monitoring and Measurement”.

Detailed procedures for establishing, reviewing, revising and monitoring corrective and preventive actions can be found in the Hotel Environmental Procedure “HEP-13: Non-conformance and Corrective and Preventive Action”.




4.2 Non-conformance, Corrective and Preventive Action


This Section conforms to ISO 14001 Standard Section 4.5.2 Non-conformance and Corrective and Preventive Action. This requires that the hotel maintain procedures for defining responsibility and authority for handling and investigating non-conformance, taking action to mitigate any impacts caused, and for initiating and completing corrective and preventive action.

Any corrective and preventive action taken to eliminate the causes of actual and potential non-conformances shall be appropriate to the magnitude of problems and commensurate with the environmental impact encountered.

The hotel shall implement and record any changes in the documented procedures resulting from corrective and preventive action.


To comply with requirements, the EMS Manager shall establish and maintain a non-conformance mechanism. The mechanism includes a means for identifying, investigating, and correcting actual or potential instances of non-conformance within the EMS.

Each department shall implement the non-conformance mechanism in its activities and operations. When a non-conformance is detected, the Department Head is responsible for: handling and investigating the cause of non-conformance; for taking corrective and preventive action to mitigate the environmental impact; and minimise the recurrence of the problem and the potential for non-conformance.

The corrective and preventive actions adopted shall be appropriate, effective, legible with defined responsibilities, and needed to be approved and monitored by the EMS Manager to ensure compliance with the Hotel’s environmental policy.

The EMS Manager is responsible for periodically assess the adequacy of the non-conformance mechanism. The EMS Manager shall ensure that the corrective and preventive actions are finally incorporated into relevant EMS procedures/documents. The monitoring results of corrective and preventive actions shall be presented and discussed in the annual EMS management review meeting.


Detailed procedures for identifying non-conformances, and establishing, reviewing, revising and monitoring corrective and preventive actions can be found in the Hotel Environmental Procedure “HEP-13: Non-conformance and Corrective and Preventive Action”.




4.3 Maintenance of Records


This Section conforms to ISO 14001 Standard Section 4.5.3 Records. This requires that the hotel shall establish and maintain documented procedures for the identification, maintenance and disposition of environmental records.

These records shall include training records and the results of audits and reviews.

Environmental records shall be legible, identifiable and traceable to the activity, products or services involved.

Environmental records shall be stored and maintained in such a way that they are readily retrievable and protected against damage, deterioration or loss. Their retention times shall be established and recorded.

Records shall be maintained, as appropriate to the system and to the hotel, to demonstrate conformance to the requirements of the ISO standard.


To comply with requirements, the EMS Manager is responsible for identifying and managing environmental records necessary for the implementation of the EMS, in conjunction with the document control system described in Section 3.5.

The EMS Manager is responsible for ensuring that all environmental records are managed properly. Environmental records which belong to controlled EMS documents (e.g. Register of Significant Environmental Aspects and Register of Legal and Other Requirements) shall be authorised, periodically reviewed, and distributed by responsible personnel defined in each EMS procedure.

The retention times and the responsibilities of maintaining environmental records are identified on the EMS procedures. Each EMS procedure shall reference to relevant environmental records so that they are identifiable and traceable to the activities and operations involved.

Each type of environmental record shall be stored in a systematic way by responsible personnel, with record title and other useful information clearly shown so that they can be retrieved easily.



Detailed procedures for establishing, reviewing, revising monitoring and measurement plans / procedures can be found in the Hotel Environmental Procedure “HEP-12: Monitoring and Measurement”.

Detailed procedures for the identification, maintenance, storage, retrieval, retention and disposition of environmental records can be found in the Hotel Environmental Procedure “HEP-14: Records”.




4.4 Environmental Management System Audit


This Section conforms to ISO 14001 Standard Section 4.5.4 Environmental Management System Audit. This requires that the hotel establishes and maintains programmes and procedures for periodic environmental management system audits to be carried out, in order to: determine whether or not the environmental system conforms to planned arrangements for

environmental management including the requirements of this Standard; has been properly implemented and maintained; and provides information on the results of audits to management.

The hotel’s audit programme, including any schedule, shall be based on the environmental importance of the activity concerned and the results of previous audits. In order to be comprehensive, the audit procedures shall cover the audit scope, frequency and methodologies, as well as the responsibilities and requirements for conducting audits and reporting results.


An Environmental Management System Audit compares the environmental management system that has been implemented against the ISO 14001 standard requirements, and the hotel’s own EMS documentation.

The EMS Manager is responsible for developing the annual EMS Audit Plan, which indicates how all areas of the EMS and of the hotel will be audited, and at what frequency.

The audit frequency is based on the relative environmental impacts and importance of various areas and on the status of the Environmental Management System. Areas that have a greater potential or actual environmental impact or that have had many previous non-conformances need to be audited more frequently.

Personnel from within the hotel perform Environmental Management System Audits. The EMS Manager, who is also the Lead Auditor, is responsible for training, selecting and grouping of internal auditors. Department staff will audit the activities of other departments to ensure impartiality and objectivity. Departments shall maintain their operations in an audit-ready state at all times and may conduct self-assessments, as they deem appropriate.

Appropriate corrective and preventive actions are performed by relevant Department Heads and then monitored by the EMS Manager for any non-conformance found in the Environmental Management System Audit.

The Environmental Management System Audit findings shall be compiled to an EMS Audit Report by the EMS Manager, and the report shall be presented and discussed in the EMS management review meeting.


Detailed environmental management system audit programme, including the audit plan and methodology can be found in the Hotel Environmental Procedure “HEP-15: Environmental Management System (EMS) Audit”.



Document No: EMG-05 Title: Management ReviewRevision No.: Date Issued: Page of

5.0 Management Review


This Chapter conforms to ISO 14001 Standard Section 4.6 Management Review. This requires that the hotel’s top management shall, at intervals that it determines, review the environmental management system, to ensure its continuing suitability, adequacy and effectiveness.

The management review process shall ensure that the necessary information is collected to allow management to carry out this evaluation.

The review shall be documented.

The management review shall address the possible need for changes to policy, objectives and other elements of the environmental management system, in the light of environmental management system audit results, changing circumstances and the commitment to continual improvement.


The role of the management review is to take a broad look at the Environmental Management System as a whole to determine whether the system is meeting the needs of the hotel, and whether the system is suitable, adequate, and effective. It also provides means for reviewing the environmental commitment of the hotel to continual improvement, evaluating the overall environmental performance of the hotel, and revising and updating the hotel’s EMS elements.

To comply with Standard requirements, the EMS management review will be conducted at least once a year, and the General Manager, senior executives, Department Heads, the Deputy EMS Manager and the EMS Manager are required to attend the EMS Management Review Meeting.

The EMS Manager shall ensure that needed information is compiled to allow for a proper management review, such as: The EMS Audit Report; EMS Non-conformance Reports which document the causes of non-conformances and the

corrective and preventive actions taken; Progress reports for environmental objectives and targets; Monitoring records for achieved environmental objectives and targets; Monitoring records for the environmental management programmes; Monitoring and measurement data (e.g. Energy consumption record which indicate the

monthly consumption of electricity, water, gas and fuel by the hotel); Legal Compliance Evaluation Report; Suggestions, inquires or complaints documented in Environmental Communication forms; Post Accident Reports; Audit finding report from external certification body; Changes in business environment that may influence policy, objectives and targets; New or changed legislation and other requirements; New or changed expectations and requirements of customers and interested parties; Changes in applicable technology; The Hotel’s financial and competitive position; and Changes in the activities, products or services provided by the hotel, etc.



Document No: EMG-05 Title: Management ReviewRevision No.: Date Issued: Page of

The EMS Manager is required to write an EMS Management Review Report to document the review results, suggestions and proposed actions for continual improvement, and all other information.


Detailed arrangements of the management review process can be found in the Hotel Environmental Procedure “HEP-16: Management Review”.


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