This document discusses sustainability indicators used by tourism businesses to measure their environmental and social performance. It provides examples of indicators used by Accor Hotels, a major international hotel chain, to track metrics like water and energy consumption, waste management, and the number of hotels implementing the company's environmental charter. Accor gathers data monthly from its hotels around the world, analyzes the results to compare performance across regions and brands, and reports the findings publicly in its annual sustainability reports and internal publications. The use of quantitative indicators allows Accor to monitor improvements, motivate the spread of best practices, and work towards its sustainability objectives over time.

1. SUSTAINABLE
TOURISM
Sustainability of
Tourism Operations and Services

2. Components of the Issue Indicators
Environmental
management systems and
environmental initiatives
 % of establishments in the destination with formal certification (In each or all of
EMS, ISO 14000, HACCP etc. or national equivalents);
 Existence of company policy on environmental and sustainability issues (including
revision and reporting mechanisms), % companies with policies;
 Existence of designated personnel for environmental and sustainability
management issues at the company;
 Training of staff on environmental issues (% trained);
 Application of environmentally friendly technologies and techniques (e.g. water,
energy saving devices, waste recycling, green purchasing, local sourcing) - %
using.
Social responsibility
 Existence of company policies aiming at social issues of employment and relation
with host communities (e.g. sourcing of employment and supply of goods from
local community, staff training, support to community development, etc.) % of
companies with policies/programs).
See also socio-cultural issues and indicators, such as Employment (p. 119), and ➢
Economic Benefits (p. 128) and Poverty reduction (p. 135).
SUSTAINABILITY AND
ENVIRONMENTAL MANAGEMENT POLICIES
AND PRACTICES AT TOURISM BUSINESSES

3. from the planning stage, to the development and
delivery of the product. The indicators have been
grouped under five categories
47
The
tour operator's performance indicators
are divided into categories that reflect
the life cycle of the holiday product:

4.  Product management and development (PMD)
includes actions related to the choice of the destination as well as the type of services to be
included (e.g., the use of train vs. plane).
 Internal management (IM)
reflects all the operations and activities that take place in the headquarters or country offices
(e.g., use of office supplies, production of brochures, direct employment).
 Supply chain management (SCM)
addresses actions related to the selection and contracting of service providers.
 Customer relations (CR)
summarizes the actions taken to deal with customers, not only with regards to the
responsibility to serve them and reply to their comments, but also the opportunity to provide
information and raise consumer awareness regarding sustainability.
 Cooperation with destination (D)
includes all activities and decisions related to destinations that tour operators make beyond
the production and delivery of their holiday package. This mainly includes efforts made by
tour operators to engage in dialogues with destination operators about the impacts of tour
packages, and philanthropic activities.

5. ACCOR HOTELS
ENVIRONMENTAL SUSTAINABILITY INDICATOR
Hotels, Analysis, Reporting, Management Indicators, Private Sector

6. This case shows how a major hotel chain
is employing indicators in its operations.
With 157,000 employees in 140 countries in 2002,
Accor is active in two major international businesses:
hotels and services.
Accor operates 3,829 hotels and 440,807 rooms
in 90 countries, operating under the Sofitel, Novotel,
Mercure, Suitehotel, Ibis, Etap Hotel and Formule 1 brands
and in the United States with the Motel 6 and Red Roof Inns
chains, as well as in related businesses including
restaurants, travel agencies (Carlson Wagonlit Travel) and
casinos.
Each year, 13 million people use services designed by Accor
and benefit from the company’s efforts to motivate and
reward employees.

7. Role of sustainability indicators
in the company policy and
management in general
Indicators at Accor follow the basic principle that says that
«in order to manage, you need to measure».
This applies to financial, social and environmental
performance. This case study focuses specifically on
environmental performance indicators at Accor.
Since 1998, Accor Environment Charter has been – and
still is - the main tool used for environmental management.
As from February 2003, it is applied by 2048 hotels in 28
countries. The Charter is also used as a mean for hotels
to inform their clients and stakeholders on their
commitment to the environment.
In addition to the Charter, consumption indicators enable
the Group to monitor its use of natural resources such as
water, heating fuels and petrol.

8. The type
of indicators used
Accor hotels use mainly two types of
environmental performance indicators:
Consumption Indicators, and
Environmental Charter Indicators.
Environmental Charter indicators are based
on the 15 actions of the Charter, which are
linked to four domains: waste management
and recycling, technical controls, architecture
and landscape, and awareness and training.

9. Consumption Indicators
deal with energy (petroleum, fuel and gas) and
water consumption.
In certain countries, water consumption indicators
are subdivided according to their provenance:
public, re-treated (for watering gardens and lawns)
and desalinated.
Water Indicators
Accor uses ratios « per room rented
Energy Indicators
Ratios are selected « per available room »

10. This is explained
by the fact that around
is not related to
the number of its
in-house guests
90%of the energy consumption
of an average hotel

11. Additional indicators are used
when hotels conduct:
Environmental Impact Assessment studies and
Environmental Certification Programmes like
Green Globe or ISO 14001
In France, a number of Ibis hotels have been
ISO 14001 certified and the brand is now
engaging in a country-wide programme.

12. The application of indicators
Data Sources | Gathering | Analysis

13. Data Source
Water and energy consumption readings are performed
on a monthly basis. Sub-metering allows Technical
Managers to detect leaks or other problems as well as
to identify their locations within the hotel.
Accor is currently planning the automation throughout
all its hotels of its water and energy consumption data
collection systems. This will ensure a standardisation of
the reporting which will improve the consistency and
efficiency of the Group’s sustainability indicators.

14. Gathering
After being consolidated by hotels’ Technical Managers, results are sent on a
monthly basis to the regional or country Director who then transmits them to the
company headquarters for final consolidation.
Environmental Charter reporting follows the same route, but is done once a year.
After final consolidation, indicators are then sent back from the headquarters to
regional and country directors who then transmit them to the hotels.
The reporting system is thus organised so that a diversity of information is provided
and received by all parties.

15. Analysis
Analyses of the results are performed at 5 levels hotel, division, brand,
country and worldwide. Results are discussed in regular meetings at
various levels; within the Group.
The main aim of these meetings is to find pragmatic ways to optimise
both water and energy consumption and enhance the application of
the Environmental Charter.
Analysis indicators enables managers to assess the strengths and
weaknesses of their environmental performance, and hence to take
action in improving it.

16. Reporting of results
responses from business partners, etc
Results are communicated through the Annual Reports, in the
Sustainable Development section, as well as on the intranet and
internet and internal publications.
See Accor website at
http://www.accor.com/gb/groupe/dev_durable/engagement.asp

17. Additionally, a document on the global
reporting of the Environmental Charter
is published every year.
It consists of detailed data reports which allow hotel managers
to compare their environmental performance on each one of
the 15 actions compared to others according to characteristics
such as regions, countries, brands or size (e.g., number of
rooms).
Indicators are essential tools for improving
environmental performance
In Accor, indicators are used to measure environmental
performance and to compare this performance between
brands, divisions, hotels and countries.
Indicators enable Accor managers to monitor the
improvements made over time, as well as the efficiency of
different best practices.

18. Measuring Progress
(eg, for towel re-use programs:
reducing water, detergent, energy consumption ...),
and the related financial savings,
can act as a powerful motivation
for spreading best practices
within the Group.

19. Some concrete indicator examples
from Accor: Values, Use, and Results
Water consumption per room in liters per occupied room
230 240
720
690
590
290
410 400
600
FORMULE 1 ETAP MOTEL 6 STUDIO 6 RRI IBIS NOVOTEL MERCURE SOFITEL
By comparison, the average French person used approximately 150 liters of water a day at home.
(source: Que sais-je ? La pollution de eaux)
Consumption per occupied room, is higher in the US chains (Motel 6, Studio 6, Red Roof Inns) since the hotel
have their own laundry facilities. An occupied room can accommodate from one to four people depending on
the hotel.

20. Some concrete indicator examples
from Accor: Values, Use, and Results
Energy consumption per room
15
18
38
36
40
27
61
55
95
FORMULE 1 ETAP MOTEL 6 STUDIO 6 RRI IBIS NOVOTEL MERCURE SOFITEL
KWH/DAY PER OCCUPIED ROOM
By comparison, the average French person consumes approximately 30kWh a day at home.
Energy consumption is higher in the US chains because the hotels have their own laundry facilities.
KWH/YEAR PER ROOM
4.069
5.015
8.995 8.679
95.35
7.359
14.000
12.251
21.402

21. Some concrete indicator examples
from Accor: Values, Use, and Results
Evolution of the number of hotels applying the Charter
1.312
1.439
1.51
1.731
1.781
1998 1999 2000 2001 2002
Accor’s experience shows that indicators are important tools for the management of a large enterprise in the
tourism industry, and also that they play an important role in achieving sustainability objectives.
5.63
9.67
10.41
10.86 11.89
2.048 267
Outside Europe
Inside Europe

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