ETIV EMAS Technical Implementation and Verification

1. ETIV EMAS Technical Implementation and Verification

2. Case Study: “Implementation of EMAS in the tourism sector. The case of Hotel Tigaiga” October 2004 Prepared by: Instituto Tecnológico de Canarias, S.A.

3. This project has been funded with support from the European Commission. This publicationreflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

4. CONTENTS OF THE CASE STUDY • Part I • Brief summary of case study • Description of selected Hotel • Part II • Case study analisys: • The Environmental Management System; The Policy; Environmental Analisys; Environmental Aspects; Legislation; Objectives and Targets; Training and Communication • Documentation of the System; Operational Control; Audits; Management Review and Environmental Statement • Part III • Evaluation and Conclusions • Annexes and Slides

5. DESCRIPTION OF THE COMPANY

8. Management Review Environmental Policy Planning Environmental Aspects Checking and Corrective Action Audits Legal Requirements Records Objectives and Targets Non conformity Corrective and Preventive Actions Environmental Management Programme Monitoring and Measurement Implementation and Operating Doc. control Communication Structure and Responsibility OperationalControl Emergency Preparedness Documentation Training EMAS IMPLEMENTATION. STAGES

9. QUALITY AND ENVIRONMENTAL POLICY (I) • One of the TigaigaHotel´s priority objectives is to combine high-quality tourist services with strict environmental protection and efforts to help establish a working modelo of sustainable development. To yhis end, it has adopted the following principles in accordance with its Quality and Environmental Policy: • Integration of quality and environmental management into the general running of the Tigaiga Hotel. • Compliance with all applicable local, provincial, national and EU regulations currently in effect. • Prevention (as far as possible) of pollution, promoting energy saving and waste reduction methods.

10. QUALITY AND ENVIRONMENTAL POLICY (II) • Fostering of active communications in order to: • Respond to our guests demands. • Promote the continuous training and motivation of all our staff, to enable them to become more aware and carry out their activities in a more responsible manner. • Inform suppliers and subcontractors of the Hotel´s environmental and quality criteria, prioritising the use of environmentally-friendly products and services. • Periodical setting of objectives and goals designed to promote and ensure continous improvement in the areas of quality and the environment.

11. CONTENT OF THE ENVIRONMENTAL ANALYSIS • A) Environmental Aspects • A.1 General Description of the installations, activities, products and services of the Hotel • A.2 Environmental Aspects of the Hotel: under controlled conditions of operation (consumption, emissions, waste); derived from incidents and accidents (leaks, spilages, waste water disposal,..); derived from historical activities. • B) Environmental Management Analysis • B.1 General organization of the Hotel stablishment • B.2 Current management practices related with the environment and the requirements of the EMAS • C) Analisys of the degree of fulfiment of the current legislation • Operating permit, atmospheric emmisions, water suply, noises,waste,..

12. DIRECT ASPECTS INDIRECT ASPECTS • Guests in rooms (towels and bed linen washed) • Guests ingeneral areas (segregation of wastes) • Souvenir shop / boutique and hairdressers • Suppliers and contractors • Water Consumption • Energy Resources Consumption • Cleaning Products Consumption • Office Products Consumption • Maintenance Prod. Consumption • Atmospheric Emissions • Liquids Effluents • Urban and assimiable Wastes • Hazardous Wastes • Emmision of Noise and vibration • Emission of smell ENVIRONMENTAL ASPECTS

13. ENVIRONMENTAL ASPECTS. HOTEL TIGAIGA

14. ENVIRONMENTAL LEGISLATION OTHER REQUIREMENTS • Water • Spills • Emissions • Installations / Energy • Waste • Dangerous substances • Other legal requirements: authorisations, permits, licences • specified • Of the guest • not specified • but necessary • Of the Tour Operator European, National, Regional, Local LEGISLATION AND OTHER REQUIREMENTS

15. ENVIRONMENTAL PROGRAM – Year _______ Nº of review: Date of review:

16. ENVIRONMENTAL OBJECTIVES ENVIRONMENTAL GOALS • To install automatic and nightly watered system • To install a gardens water meter 1. To reduce water consumption by 5% by December 2002 (m3/pax) in comparison with 2001 • To conduct improvements proposals from the energy efficiency audit • Raise awareness lessons in kitchen • Photovoltaic Project 2. To reduce electricity consumption by 5% (kw/h per pax)

17. Admon. Recep- tion House- keeping Restaurants Kitchen Technic. Service Guests relation * Enternainm. Gardens Head of personnel Reception Rooms/ cleaning Maitre Head Chef Pool Atendant Waiters Cooks Assistants Assistants FLOW CHART OF THE HOTEL TIGAIGA Chief Executive Mr. Enrique Talg Ms. Úrsula Talg Reineke Ms. Irene Talg Reineke Mr. Enrique Talg Reineke Management Committee Quality & Environment Security Enrique Talg Jr. Irene Talg Úrsula Talg

18. Year ___________

19. R R - - 07 07 - - 01 01 - - 07 07 PERSONNEL CARD Edition Edition : 2 : 2 EVALUATION AND TRAINING : 1 of 1 Page Page Date: 08 Date: 08 - - 10 10 - - 02 02

20. COMMUNICATION. TYPES • 1.- EXTERNAL COMMUNICATION: • With guests - Explanatory visits to the Hotel (environmental actions) • - Visits to gardens (Botanical Guidebook of the Hotel) • - Trekking programme • With Tour Oper. - Questionnaires on environmental behaviour of the Hotel • With Community - Participation in meetings, collaborations,.. • 2.- INTERNAL COMMUNICATION: • Environmental and Quality Newssheet / Suggestions Box • Meetings with workers (proposals of improvements)

21. DOCUMENTATION OF THE SYSTEM Quality and Environmental Manual Procedures Work Instructions Records

22. CODIFICATION OF DOCUMENTS - FOR PROCEDURES: P – YY - ZZ Procedure Order Nº of Procedure Nº of Procedure - FOR RECORDS: R – YY – ZZ - B Order Nº of Record Record Nº Proced./ Nº Order P. - FOR EXTERNAL DOCUMENTS: DE

23. DRAWING UP, CONTROL AND DISTRIBUTION DOCUMENTS APPROVED BY TYPE OF DOCUMENT DRAWN UP BY DISTRIBUTED BY FILED BY MONITORED Manual of Quality and Environment Head of Quality and the Environment Management Committee Head of Quality and the & Environment Head of Quality and the Environment Head of Quality and the Environment Quality Procedures Head of Quality and the Environment + Staff Member of the Management Committee “ “ (originals) “ Environmental Procedures “ “ “ “ (originals) “ Records “ “ “ “ + Head of Department “

24. Denomination Documents Management QEMAS Reception Date Rooms Edition Restaurants Entertainment Maintenance Store Personnel M 5 03-03-03 X X X X X X X X Quality and Env. Manual P-01-01 Interaction of processes 1 12-10-02 X P-02-01 Identification, evaluation and record of env. aspects 4 12-09-02 P-07-01 Training Procedure 4 16-11-02 X X X X C X X X

26. QUALITY AND ENVIRONMENTAL MANUAL 0. INTRODUCTION 1. QUALITY AND ENVIROMENTAL POLICY 2. ENVIRONMENTAL ASPECTS 3. LEGISLATION AND OTHER REQUIREMENTS 4. OBJECTIVES AND TARGETS 5. QUALITY AND ENVIRONMENTAL PROGRAMME 6. STRUCTURE AND RESPONSIBILITY 7. TRANINING, AWARENESS AND COMPETENCE 8. COMMUNICATION 9. DOCUMENTATION SYSTEM 10. DOCUMENT CONTROL 11. OPERATIONAL CONTROL 12. EMERGENCY PREPAREDNES 13. MONITORING AND MEASUREMENT 14. NON-CONFORMITY, CORRECTIVE AND PREVENTIVE ACTION 15. RECORDS 16. AUDITS 17. MANAGEMENTE REVIEW

27. PROCESSES OF THE SYSTEM MANAGEMENT RESOURCES MANAGEMENT GUESTS REQUIREMENTS SERVICES MANAGEMENT Internal Audits Human Resources Booking Internal Communication Check in Rooms and cleaning Non-Conformity Infrastructures Customer Service Restaurants Corrective/ Preventive Ac. Working Environment Development Services Technical Service Check out Entertainment Management Review After-Stay Service Company Store

28. THE PROCEDURES What?, Who?, How?, When?, Where?

29. QUALITY & ENVIRONMENT PROCEDURES ENVIRONMENTAL PROCEDURES P-01-01 INTERACTION PROCESSES P-07-01 TRAINING P-08-01 COMMUNICATION P-10-01 ELABORATION, CONTROL, DISTRIBUTION OF DOCUMENTS P-11-03 PURCHASES P-14-01 NON-CONFORMITIES, CORRECTIVE & PREVENTIVE ACT. P-16-01 AUDITS OF THE SYSTEM P-13-03 MONITORING OF MEASURING EQUIPMENT P-02-01 IDENTIFICATION, EVALU., & RECORD OF ENVIRON. ASPECTS P-03-01 IDENTIFICAT. & RECORD OF LEGAL & OTHER REQUIREMENTS P-11-01 ENVIRONMENT P-12-01 EMERGENCIES P-13-01 MONITORING & MEASUREM. P-13-02 MONITORING & MEASUREMENT OF WATER QUALITY AND ENVIRONMENTAL PROCEDURES

31. PROCEDURES. TABLE OF CONTENTS • Object • Scope of application • References • Definitions • Development • Responsibilities • Appendix

32. TECHNICAL INSTRUCTION FOR THE ENVIRONMENTAL CONTROL IN ROOMS IA-11-04 Page: 1 of 3 Revision: 0 Date: Rev. Date Cause of the modification Checked by: Head of the Environment Approved by: The Manager

33. Document that states the results achieved or which supplies evidence of activities carried out. The record can be written or may be kept in any data storage format. RECORDS

34. STANDARD RECORD Title Date Activity Signature

35. APPENDIX IV: ENVIRONMENTAL EMERGENCY CARD FOR CHEMICAL SPILLAGES

37. Chlorination of drinking water Water consumption Chlorination of water in tank FRECUENCY Daily Weekly In a situation of anomaly PARAMETER pH water Consumption (M3) pH water METHOD Chlorine meter kitchen Meter reading Chlorine meter CRITERIA Between 0,2 mg/l and 1,5 mg/l - 500m3 Between 0,2 mg/l and 1,5 mg/l HEAD OF MONITORING Section head kitchen Head of Tech. Service Head of Tech. Service RECORD R-11-01 water pH R-11-01 water Incident book CONTROL OF WATER ASPECT

38. WATER CONSUMPTION PER OVERNIGHT STAY (litres)

40. R R - - 14 14 - - 02 02 - - 02 02 REPORT ON NON CONFORMITIES REPORT ON NON CONFORMITIES Edition Edition : 2 : 2 CORRECTIVE ACTION CORRECTIVE ACTION Page Page : 1 : 1 of of 2 2 PREVENTIVE ACTION PREVENTIVE ACTION Date: May 01 Date: May 01 N N º º 1. ORIGIN 1. ORIGIN ISSUER Department: Description Date: Signature Person in charge: Departments involved APPROVED Head of Quality and the Environment Motives or causes Date: Signature APPROVAL Date: 2. ANALYSIS OF THE CAUSES AND ACTIONS Signature Person in charge: Description of the CORRECTIVE ACTION – PREVENTIVE ACTION APPROVED Quality and the Environment (Designated person responsible for execution Date: Immediate measures adopted Signature Person in charge

42. R R - - 16 16 - - 01 01 - - 07 07 Edition Edition : 2 : 2 ANNUAL AUDIT PROGRAMME Page Page : 1 : 1 of of 1 1 Date: May 2001 Date: May 2001 Person Person Criteria Criteria Planned date Planned date Planned Planned SGMA Element Objectives in in charge charge of of audit audit for carrying out for carrying out auditing auditing team team 1. 1. - - Environmental policy 2. 2. - - Environmental aspects 3. 3. Legal and other requirements - - 4. 4. - - Objectives and goals 5.-. Programme of environmental - - . . 6. 6. Structure and responsibilities - - 7. 7. - - Training sensitisation & competence 8. 8. - - ……………………… ……………………… .. .. 9. 9. - - ………………………… ………………………… Prepared by : : Head of Quality and the Environment Approved by : : Management Committee Date: Date:

43. R R - - 16 16 - - 01 01 - - 02 02 Edition Edition : 2 : 2 RECORD OF AUDIT Page Page : 1 of 1 Date: May 2001 Date: May 2001 RESULTS OF THE AUDIT Description Description , , observation observation and and / / or or N N º º Reference Reference document document N N º º INC INC (*) (*) N N º º IACP IACP (**) (**) non non - - conformity conformity (*) N (*) N º º of of Report Report of of Non Non - - conformity conformity (**) N (**) N º º of of Report Report of of Corrective Corrective / / Preventive Preventive Action Action GLOBAL VALORATION OF THE AUDITED AREA GLOBAL VALORATION OF THE AUDITED AREA Chief Chief Auditor: Auditor: Person Person in in charge charge of of the the Audited Audited Area Area : : Date: Date: Date: Date: Signature Signature : : Signature Signature : :

45. Complaints: Non-conformities Results of audits Organizational changes Review of the System Legislative changes Changes in the Environment Commitment to Ongoing Improvement REVIEW BY MANAGEMENT

47. ENVIRONMENTAL STATEMENT. CONTENTS • Introduction to the Tigaiga Hotel • Environmental Management System • Quality and Environmental Policy • How environmental-friendly are our activities • Environmental Objectives • Deadline set for the next Environmental Statement • Annex

48. LESSONS LEARNED 1.- SIMPLIFICATION OF THE DOCUMENTATION OF THE SYSTEM 2.- SIMPLIFICATION OF THE METHODS OF EVALUATION OF ENVIRONMENTAL ASPECTS 3.- THE EMAS STAMP DOES NOT BRING A LARGER MARKET SHARE The stamp as a Tool, not a Brand 4.- THE IMPLEMENTATION OF EMAS INVOLVES GREATER ECONOMIC EFFICIENCY 5.- THE IMPLANTATION OF ANY SYSTEM MUST BE PROGRESSIVE SO AS TO GUARANTEE REAL IMPLANTATION

49. KEY ELEMENTS / SUCCESS FACTORS (I) • 1.- INVOLVEMENT OF THE MANAGEMENT • Sensitisation regarding care and respect for the environment • Head of Quality and the Environment = Member of Senior Management • Motivate the participation of the staff and improve channels of communication 2.- PARTICIPATION OF THE STAFF • Employees detect weaknesses and propose improvements • They gain knowledge of the progress of the System 3.- COMMUNICATION • Employees get to know Objectives and Results • Existence of multiple channels of communication

50. KEY ELEMENTS / SUCCESS FACTORS (II) • 4.- TRAINING • Present from the beginning of the implantation of the system • Senior Management and all staff participate, although the level varies in accordance with the position • Ongoing training which is highly practical • Encourages the degree of awareness and motivates active participation of the staff in the improvement of environmental behaviour