How to implement a Sustainability Management System based on ISO 21401?
(continuing Part I)
- Operation control
This step is totally connect with step 2 (aspect and impacts) and step 6 (sustainability objectives). As consequence of aspect and impacts identified, specially which was classified as significant and to guarantee that sustainability objectives will be achieve as well is important to select and implement measures that would be eliminate or reduce those negative impacts. Those measures are called sustainable practices and needs be apply for impacts that will be controlled.
- Monitoring and measurement
Following implementation of operation control is necessary to know if that measures took are being effectives. So for that a process of monitoring and measurement shall be implement as a tool to assure that sustainable impacts are under control. Besides that this process will be helpfully to visualize if sustainability objectives are being achieves.
Based on their needs and expectations, operation and management processes, including sustainability objectives, impacts identified, controls established the accommodation will use resources, such as, human, infrastructure, financial, etc. So it is important to assure availability of resources to implement and maintain a sustainability management system.
- Role, responsibilities and authority
Establish and ensure that the role, responsibilities and authority for implement and maintain an sustainability management system are assigned and communicated.
For an sustainability management system works the top management of accommodation establishment shall demonstrate leadership and commitment, which would be ensuring that sustainability policies and objectives are established and are compatible with the strategic direction or that resources needed for sustainability management system are available, for example.
(soon part III)
How to implement a Sustainability Management System based on ISO 21401?
First of all it is important to say that a road map present here is not the only way to implement an Sustainability Management System, but this logical structure could be a path to align and transform sustainable practices to improvement competitiveness in your business.
- Context internal and external
Start with analysis of the context considering need and expectations of interested parties, identifying key factors related with Marketing, legal, technological, cultural, social, environmental and economic aspects. It is important to understand the context, including how these key factors and interested parties influence your business.
- Aspect and impacts
According the type, size and geographical location an accommodation establishment has many aspects to be considering in a Sustainable Management System and each aspect produce one or more impacts in the three dimensions of sustainability (environmental, social and economic). So it is fundamental to analysis the works processes, identifying aspects and evaluate his impacts, specially the significant impacts which it will be control.
- Risks and opportunities
Based on the two topics above is possible identifying and understand what are the risk and opportunities for the business. The Sustainable Management System should be able to minimizing risks and maximizing opportunities and help to achieve the business objectives.
Establish the Scope and define the boundaries and applicability of the sustainability management system.
Note: Besides the first four topics above has been organized in a logical sequence it is useful to understand that all issues are connect.
A policy for sustainability management system is a kind of declaration made by the top management and needs to be appropriate to the purpose of accommodation establishment and provide a framework for setting sustainability objectives.
- Sustainability objectives
Considering all topics bellow now it is time to define objectives which shall be used to become the business more sustainable. Whenever it is possible the objectives should be measurable and it shall be establish plan about how the objectives will be achieve, including activities, responsibilities, resources and deadlines.
(soon part II)
The client experience in an accommodation establishments is built through a series of events that begin with selecting the hotel, going through booking and hosting to the relationship with activities pos sales.
As shown in the diagram above part of the construction of this experience can be observed when the client accesses the reception to check in, using the infrastructure and the services available until the check out process. Thus the reception, accommodation, food and beverages and leisure processes are those where there is direct contact with the client. However, many other fundamental processes for the operation of accommodation establishments occur behind the scenes such as: commercial, cleaning services, maintenance, reservations, F & B, procurement, for example. This whole set must be managed with a focus on the business objectives and aligned with the strategy and in compliance with established policies.
The sustainable management of the business involves considering the sustainability aspects, represented in the diagram above, during the processes of take decisions. It is important taking actions to achieve the objectives, minimizing the negative impacts of sustainability for each one of these aspects.
ISO 21401: 2018 (Sustainability Management System for Hosting) describes the elements of a Management System focused on transforming the accommodation establishments into a truly sustainable business.
A experiência do cliente em um meio de hospedagem é construída por uma série de eventos que se iniciam com a seleção e escolha do hotel, passando pela reserva e hospedagem até o relacionamento com o empreendimento nas atividades pós venda.
Conforme representado no diagrama acima parte da construção desta experiência pode ser observada quando o cliente acessa a recepção para check in, usufrui da hospedagem, incluindo a infra estrutura e os serviços disponíveis até o processo do check out. Assim os processos recepção, hospedagem, alimentação e lazer são aqueles onde há contato direto com o cliente. Contudo muitos outros processos fundamentais para o funcionamento de um meio de hospedagem ocorrem nos bastidores como: comercial, governança, manutenção, reservas, A&B, compras, por exemplo. Todo este conjunto deve ser gerenciado com foco nos objetivos do negócio e alinhado à estratégia e em cumprimento às políticas estabelecidas.
A gestão sustentável do negócio envolve considerar os aspectos de sustentabilidade, representados no diagrama acima, que estão presentes em todos estes processos internos tomando-se ações que aumentem chance de atendimento aos objetivos do meio de hospedagem, mas minimizando os impactos negativos de sustentabilidade para cada um dos aspectos.
A ISO 21401: 2018 (Sistema de Gestão de Sustentabilidade para Meios de Hospedagem) descreve então os elementos de um Sistema de Gestão com foco em transformar o meio de hospedagem em um negócio verdadeiramente sustentável.