Employee Satisfaction

The Challenge

Central to any sustainable business and empowerment effort is how a company treats its own community of internal stakeholders: its associates/employees. Engaging across the service value chain makes good business sense:

“Employee happiness and empowerment increases productivity and longevity with a company, improves customer satisfaction and loyalty, and enhances business growth and revenue.”

Our Approach

Banyan Tree’s management approach extends beyond the service chain, to enhance well-being through diversity, satisfaction, health, safety, and welfare. Empowering associates via a sustainable workplace is the first step to external engagement and development of sustainable and resilient communities.

Associate satisfaction is measured biannually through a formal survey as part of our commitment to improve communication and to uphold responsibility to associate well-being. These surveys help understand associate perceptions of the work environment, determine what is being done well and what needs to be improved, and develop action plans to make Banyan Tree a better place to work.

The associate satisfaction survey comprises of 60 questions addressing communication, empowerment, leadership, rewards and benefits, team work, commitment, motivation, career development, fairness, performance management, and supervision. Action plans are developed for the five lowest satisfaction scores or any that fall below 80%.


Benefits for associates are governed by local law, with 84% of properties issuing service charge to associates (100% of properties outside of China), 94% providing maternity support and 75% paternity leave. Figures for staff returning after maternity leave were not available for the reporting period.

Health, Safety & Wellfare

Banyan Tree is committed to the health, safety and welfare of our associates, guests, visitors, partners and stakeholders. A structured and coherent approach to Enterprise Risk Management with on-site inspections provide independent unbiased assessments and recommendations. The audit and risk committee is updated quarterly with guidance from the executive group risk committee.

Our Goal

We strive to maintain above 85% satisfaction rates across our group, for both males and females, and for at least 100% completion rates of the survey by all our associates.


Fire Awareness
Percent of associates
completed training

94% – 2018
95% – 2017
97% – 2016


Our Progress

In 2018 Associate Satisfaction reached a total of 90% (89.8% in males and 90.3% in females). This was an improvement on totals from 2017 (88.7%) and 2016 (87.4%). Survey completion rate in 2018 was 98.7%, and has consistently remained above 97.5% in the last three years, though yet to reach our target of 100%.

CPR Training
Percent properties
attaining 30% target

72% – 2018
87% – 2017
90% – 2016

1,124 (14%)

Associates have stayed with Banyan Tree over 10 years

OVER 40%

of staff at Vabbinfaru, Bintan & Phuket over 10 years’ service


Average monthly staff turnover