Sustainability is Everyone's Job

Sustainability is Everyone's Job

As GREEN Hospitality continues to drive and support the sustainability movement in the hospitality industry across Hong Kong, Macau, and the Greater Bay Area, we've launched a campaign to celebrate the individuals doing their part behind the scenes. By showcasing ‘Sustainability Champions’ from different roles in the hospitality industry, the campaign aims to foster connections, facilitate mutual learning, and reinforce the message that sustainability is everyone's job, regardless of their role.

This month, we speak with Phyllis Lai, Director of Rooms at Hyatt Regency Hong Kong, Sha Tin. With a commitment to caring for people, the planet, and responsible business, the hotel has established an ESG committee to lead its sustainability efforts, which are integrated throughout its 559 rooms and dining venues, including the Tin Tin Bar and Sha Tin 18. Balancing eco-friendly practices with a high level of guest comfort and satisfaction, the hotel uses Hyatt EcoTrack to monitor key sustainability metrics such as greenhouse gas emissions to drive efficiency improvements across its operations.

In addition to partnering with a leading renewable energy solutions provider to install a photovoltaic system and generate solar energy, Hyatt Regency Hong Kong, Sha Tin also contributes to the Restore Fund by the nonprofit organisation, Zero Foodprint Asia, to help farmers across Asia shift to regenerative agricultural practices, and its partnership with Soap Cycling ensures its bathroom amenities are properly recycled.

1. How do you integrate sustainability into the overall guest experience across the Rooms division, from booking to checkout?

Starting from the booking process, we send out electronic email confirmations to minimise paper usage. When guests arrive, we offer two options for key cards: a digital key and a wooden key card. We have stopped using plastic key cards entirely.

Inside the rooms, we utilise water dispensers to eliminate the use of plastic bottled water. For bathroom amenities, we have switched to large bottle dispensers to avoid single-use plastic bottles for items, like shampoo, conditioner, body wash, and lotion. Additionally, we have partnered with ecoSPIRITS at the Tin Tin Bar to reduce the use of glass bottles through their closed-loop packaging for cocktails.

We make it easy for our employees and guests to participate in our efforts by providing accessible recycling stations in service areas and lift lobbies. We've also removed plastic umbrella bags and offer green staycation packages with low-carbon activities, like cycling. This allows them to enjoy their stay while making environmentally conscious choices.

We also encourage low-carbon transportation by providing 55 Tesla and Shell EV charging stations in our car park. The solar panels on the roof of the building allow us to generate the renewable energy needed.

When checking out, guests can opt for the web checkout option and receive receipts via email.

In terms of dining options, at our buffet, cafe, and Regency Club, we have implemented food waste management systems, such as LightBlue, to track and reduce food waste. We ensure that some seafood items are sourced sustainably, with certifications from ASC and MSC, including scallops and clams.

2. Why are you personally interested in sustainability? And how do you personally get involved in sustainability practices?

Personally, I support the practice of the separation of waste, including food waste, into recyclables, both at home and at work. Thanks to the digital evolution, we have also greatly reduced the use of paper reports at work, relying on electronic copies only. I have also developed a habit of conserving energy by turning off the lights and the computer monitor whenever I need to step out of my work station, both at work and at home. I take leftover food home when I dine out and always bring a reusable shopping bag with me as well. I purchase refills for my personal toiletries, such as shampoo, body wash, hand wash, hand sanitisers, and facial cream. Whenever I travel, I bring my own toiletries instead of using the single-use products the hotels provide.

I believe sustainable practices do not happen overnight; however, little by little, we can slowly see how our actions can have a positive impact on our future.

3. How have you worked with Housekeeping to implement sustainable room practices? Can you share an example?

We feel it is important to explain to staff the reasons behind these changes in our daily practices. We aim for them to understand how these efforts make a difference in our lives.

We focus on encouraging guests and staff to practise sustainability, not just in the workplace but in their daily lives.

We conduct brainstorming activities with various colleagues from different departments to gather diverse ideas for workable solutions. For instance, regarding the water dispenser, we have developed many great ideas to eliminate the use of plastic bottles. Some ideas included glass-bottled water, water filter stations, and canned water. Each of these ideas has gone through a trial period, during which we collected feedback from our colleagues and guests.

After evaluating these trial results, we decided that water dispensers were the best option. The next phase involved establishing the correct procedures for the team to follow daily, as this will become part of their routine tasks. We also provide individual coaching to ensure they understand their responsibilities.

After the initiative has been running for a while, we revisit the team to assess their progress and listen to their feedback for any necessary adjustments.

4. How do you measure sustainability success when it comes to Rooms?

We take a balanced approach by looking at both operational data and guest feedback. On the operational side, we closely monitor metrics such as energy usage, water consumption, waste reduction, and emissions through Hyatt’s EcoTrack system. The collected data provides us with measurable insights into the effectiveness of our sustainability initiatives. We also take our teams’ feedback and comments seriously, constantly working towards finding the best way to execute initiatives. At the same time, guest perception is equally important. Some changes may take time for guests to fully embrace, so we actively seek their feedback and observe how they respond over time. When guests express appreciation and support for these efforts, it shows that we are on the right path.

5. In what ways do you see sustainability as a competitive advantage for the Rooms Division?

Sustainability has become an increasingly important consideration for many travellers today. By embedding environmentally responsible practices throughout the guest journey, from digital check-in to eliminating single-use plastics, we are not only reducing our environmental impact, but also aligning with evolving guest expectations. This allows us to differentiate ourselves and strengthen our brand positioning. Furthermore, when guests recognise and value our sustainability efforts, it helps foster loyalty and deepen their overall connection with the hotel.

5. Can you share a successful example of where a sustainable initiative led to cost savings or increased revenue in the Rooms division?

One strong example would be the implementation of in-room water dispensers and large-format amenities. These changes have been very well received by our guests, who appreciate both the convenience and the environmental benefits. At the same time, we have significantly reduced our consumption of single-use plastics, eliminating approximately 600,000 plastic water bottles annually. In doing so, we not only minimise waste but also achieve a more cost-effective practice, demonstrating how sustainability can deliver both environmental and operational value.