Product Responsibility
Customer Health & Safety
Life Cycle Stages & Percentage of Significant Products & Services
In which their health & safety impacts are assessed for iprovement
Products
SBR does not produce its own products, however has policies in place to purchase in the most responsible manner. This involves analyzing the products that we purchase in order to get the most sustainable options and which will also be safe for our staff and guests to use.
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Services
The services that we offer have gone through a health and safety risk assessment and audited by a third party. As such every aspects of our operations follows stringent health and safety standards. Even from the beginning development stages of the Resort, health and safety impacts were assessed for improvement.
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List of Life Cycle Stages Subject to Health & Safety Assessment
Percentages of Products & Servcies Undergoing Such Procedures
Products: Not applicable​
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Services: 100%
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At SBR, we apply a life cycle analysis to most products and services. This is part of our precautionary approach guidelines.
Total Number of Incidents of Non-Compliance
With regulations & voluntary codes concerning health and safety impacts of products & services during their life cycle, by type of outcomes
Since opening, SBR did not have any incidents of non-compliance with regulations and voluntary codes concerning health and safety impacts of products and services.
There has been a few incidents in 2014 at the hotel for aspects such as:
- Fall from slips and trip due to slippery floor: 1
- Cuts after broken glass: 0
- Over exertion due to staircases: 2
These incidents were found to be accidental and not related to non compliance.
Type of Product & Service Information Required By Procedures & Percentage of Significant Products & Services
Product & Service Labeling
100% of relevant product and service categories.
Products
As a hotel business, many of the products that SBR uses are purchased from third parties. As such, these products already contain the regulatory labels on them with regards to content, safety, disposal and other specific aspects. SBR ensures that these labels remain on the products before handling by staff and guests. Relevant information regarding the sourcing of component products of our hospitality services, where applicable, is required.
Services
Labels and banners promoting various types of services are widely present at SBR. SBR meets all regulatory requirements with regards to labeling of safety aspects which include:
• Fire exits/extinguishers location/emergency exits
• Food type (e.g., nuts, spices…)
• Non-smoking signs
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But also extensive labels and panels on services locations such as the reception, café and roof top garden.
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SBR has gone much beyond this by setting a range of information corners such as location panels at each elevator floor or our Green Hub Corner where a large scale map of the resort is displayed.
With regulations & voluntary codes concerning product and service information & labelling, by type of outcomes
Total Number of Incidents of Non-Compliance
Since opening, SBR did not have any incidents of non-compliance with regulations and voluntary codes concerning product and service information and labeling.
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SBR intends to keep it this way and is constantly collecting feedbacks in order to improve such aspects even further.
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There are currently truly numerous information panels and labels throughout the resort informing on the nature of products and services. Labeling is important because it provides key information
which can be related to safety and well being. At SBR, all required labeling are present on site and we are complaint with rules and regulations and we do not use any inappropriate funny signs when it comes to serious aspects or legal requirements.
Practices Related to Customer Satisfaction
Including results of surveys measuring customer satisfaction
The graphic below showcases compiled monthly customer satisfaction feedbacks over a year period.
SBR conducts monthly survey of customer satisfaction. Different means are used to do this which include:
- In room feedback forms
- Random surveys
- Website surveys
SBR is currently in the process of a major facilities renovation which includes a total refurnishing and design change for all our rooftop suites and facility rooms in a first phase. In a second phase our standard and deluxe rooms will also be upgraded.
This major upgrade should significantly contribute towards customer satisfaction improvement in addition to a range of other measures which are also currently being implemented.
Programs for Adherence
Marketing Communications
To laws, standards & voluntary codes related to marketing communications, including advertising, promotion & sponsorship
SBR does not sell any banned or similarly questionable products. We follow the DMAS (Direct Marketing Association of Singapore) marketing code of conduct. However, we are not one of the members and the code of practice serves as a general guideline. We review this voluntary codes on a yearly basis.
Total Number of Incidents of Non-Compliance
With regulations & voluntary codes concerning marketing communications, including advertising, promotion & sponsorship by type of outcomes
We have not had any reported incidents so far.
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SBR has a soft approach to marketing and our approach is not aggressive or competitive with other hotels.
Customer Privacy
Total Number of Substantiated Complaints
Regarding breaches of customer privacy & losses of customer data
Like any other hotels, we are always dealing with a range of customer complaints, however so far, we have never had any issues or complaints regarding breaches of customer privacy and losses of data.
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At SBR, customer privacy is one of our priority and we treat such data with care and professionalism.
Recently SBR has invested and put into place a major internal backup computer system that allows all the customer data to be safely stored on our servers.
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SBR does not store information without prior approval of its customers. Most of the data that we collect is on a temporary basis between the time the customer makes a booking to the time he leaves the hotel or cancels the reservation.
Monetary Value of Significant Fines for Non-Compliance
With laws & regulations concerning the provision and use of products & services
To date, SBR did not have any fines for non-compliance with laws and regulations concerning the above.