TALENT DEVELOPMENT
- Formal Talent Pipeline Development Strategy
- Partnership to Develop Joint Training Programmes
- We offer tuition fee discounts for staff who wish to pursue their post-graduate / professional certification such as the Coding Bootcamp with 42KL.
- We will also collaborate with Sunway iLabs to deliver a Design Thinking Workshop for staff.
EMPLOYEE HEALTH, SAFETY AND WELLBEING
- Employee Engagement
- Health Services
Family-friendly Policies
Work + Life Integration
Health and Well-Being Initiatives
Flexible Working Hours
Work from home arrangements
Occupational health services are offered to enhance employees’ well-being during employment, ensuring easy access to medical attention. We are committed to safeguarding the health of Sunway employees, emphasising mental and physical fitness for optimal performance. Our HR and OHSE team organise various services and programmes, including those addressing non-work-related health risks, mental health, and well-being.
Workplace Dignity
- Diversity and Inclusion
- Human Rights
We are committed to ensuring fair treatment to all our employees and ensure that no discrimination is practised in Sunway REIT by observing the following local labour laws and internationally recognised human rights principles:
- The UN Guiding Principles on Business and Human Rights
- International Labour Organisation (ILO)
- Employment Act 1955
Our Human Rights Policy mandates that Sunway REIT, its suppliers, and subcontractors shall not knowingly engage in or endorse the use of forced or bonded labour. They are expected to proactively implement measures to prevent the use of such labour in any business dealings or activities associated with Sunway REIT.
We are also guided by Sunway Berhad’s Human Rights Policy which outlines Sunway Group’s respect and support for the Universal Declaration of Human Rights and the United Nations Guiding Principles on Business and Human Rights.
We are also guided by Sunway Berhad’s Human Rights Policy which outlines Sunway Group’s respect and support for the Universal Declaration of Human Rights and the United Nations Guiding Principles on Business and Human Rights.
- Providing equal opportunities
- Respecting freedom of association
- Eradicating any form of harassment or abuse
- Enhancing safety and health
- No forced / compulsory labour
- Protecting the rights of children
We are committed to ensuring that no children are employed directly by Sunway or our contractors.
Customer Satisfaction
- Sunway REIT is committed to prioritising customer satisfaction and will do our utmost to address their concerns.
- We are dedicated to the process of obtaining feedback from our customers at all our properties through surveys and measurement tools to better understand what our customers think about our products and services.
- Hotel
- Retail
- Office
HOTEL
Sunway Resort Hotel, which was undergoing renovation in 2022, was rated highly by TripAdvisor. Guest satisfaction and feedback were collected via feedback Forms and TripAdvisor reviews.
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Retail
As the nation transitioned from pandemic to endemic, Sunway Malls reinstated its Customer Satisfaction Survey to understand new customer sentiments that may have changed during the two years of sporadic movement control order phases. The results achieved in 2022 will be used as a new benchmark for the coming years, as businesses restart, restore and recover in the post-pandemic new normal.
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OFFICE
Sunway Offices continued to maintain high customer satisfaction scores at 99% in 2022, with nearly all five properties reaching near perfect scores. This was the second consecutive year that the Office segment retained such high scores.
One of the reasons for the significant improvements in the NPS and the customer satisfaction scores was the strong support extended by the Company to the tenants during the COVID-19 pandemic. Another reason was because of our ability to systematically track all service requests submitted by our building tenants through the e-service request software to ensure we achieve 100% completion of the services on a timely basis. The Sunway Property Management App, which allows tenants to submit service requests in a seamless manner was introduced in 2017 as a proof of concept and subsequently widely proliferated in 2019. Based on the feedback, tenants were happy with the shorter downtime of their buildings’ equipment and facilities.
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Safeguarding our Communities
A FOCUS ON CUSTOMER SATISFACTION
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1. OFFICE
Tenant Satisfaction
- Tenant satisfaction is facilitated internally through various channels, including the Sunway Community App, internal distribution, QR Codes, and direct visits to tenants’ offices. These surveys gather feedback on tenants’ needs, services, and property management.
2. RETAIL
Customer Satisfaction
- Panic Retail team conducts online surveys annually through Sunway Malls Customer Relationship Management (CRM) among mall shoppers to gain deeper insights into their sentiments.
3. HOTEL
Guest Satisfaction
- Reviews of hospitality properties are measured via feedback forms from hotel guests, TripAdvisor reviews, and the Global Review Index by ReviewPro. The Global Review Index is a tool used by thousands of hotels worldwide as a benchmark for reputation management efforts.
4. ENFORCEMENT OF CLEAN AIR
- Sunway’s auxiliary police were empowered by the Ministry of Health in 2019 to issue summons to anyone caught smoking in non-smoking zones in Sunway City.
5. MINIMUM TRAINING FOR AUXILIARY POLICE & SECURITY PERSONNEL
- Auxiliary police attend at least two firearm training sessions conducted by PDRM.
- Security personnel attend monthly training sessions conducted by Sunway’s Group Security Department, 48-hour foot drills and Bomba training, a two-month intensive training programme and 16 hours of classroom training each year.
Enhancing Customer Experience
Internet of Toilet
- To enhance on customer experience, Sunway Pyramid Shopping Mall unveiled its latest innovative facility, the Internet of Toilet system, for optimised performance and efficiency.
- The all-new smart toilet system, which was developed through a partnership with Singapore-based amenities expert Rigel Technology, aims to reduce cost, downtime and water consumption.
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At Sunway REIT, we always strive to enhance customer experience by leveraging technology and innovation across our properties. Most of our properties are currently equipped with smart technologies to provide a seamless customer experience.
Our award-winning smart parking system recognises car registration numbers and allows cashless payments in all our properties.
Our shopping malls have upgraded their building security through the installation of CCTVs with high resolutions, behaviour analysis and face detection.
We are currently developing a self-service kiosk in Sunway Pyramid Shopping Mall’s ice rink to deliver a seamless experience to customers.
Our shopping malls are equipped with a Unified Payment Terminal, enabling retail tenants to accept cashless payments from e-wallets, debit cards and credit cards via an all-in-one payment terminal.
Tenants and mall operators are able to communicate via RetailTECH, a mobile app used by Sunway Malls to bridge communication gaps and improve the delivery of operational solutions.
Sunway Pyramid Shopping Mall offers an indoor positioning system facility on a mobile app, which allows shoppers to get directions within the mall via the app. The app will be available for other malls in the near future.
Community Development
Corporate responsibility is integral to our identity, driving our vision to enhance stakeholder value through Community Engagement. As an inclusive organisation, we actively connect with and uplift marginalised communities through partnerships with non-governmental / not-for-profit organisations. Each collaboration positively impacts lives, fostering lasting changes within the community. Our endeavours are aligned with Sunway Group’s commitment to the UNSDGs, evident in the #SunwayforGood initiatives in Healthcare, Education, and Community Enrichment.
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- Education
- Healthcare
- Community Enrichment
Education
Sunway REIT continues to empower society through education with sustainable initiatives aimed at nurturing future generations.
Healthcare
Health and well-being continue to be a key priority for Sunway REIT and we strive to promote good civic consciousness.
Community Enrichment
Reaching out to the underprivileged and the underserved is part of our corporate social responsibility, as we aim to ensure no one is left behind.