ELIOR INTEGRATED SERVICES

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1 ELIOR INTEGRATED SERVICES

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3 Elior. Because the whole experience matters. Choosing a food services partner you can trust absolutely to look after the people who matter most to your organisation is a big decision. The field is full of contract caterers, from the very big and global, to the small and niche. Elior, refreshingly, is on territory of its own, offering the best of both worlds by combining the security and competitiveness of a leading international organisation with inspired service, tailored to meet individual client needs. We are dedicated to making our customers delighted with the whole Elior experience of service. We provide excellent food served by skilful, positive, friendly people who genuinely care about their customers. We underpin the quality and value of their work with resources that are among the very best in our industry.

4 One trusted source Combined services from people who have already proven themselves. 3 Because the whole experience matters.

5 Elior expanded into integrated services in response to our food service clients who were looking for the same level of care in other areas of facilities management. Our guiding principle in integrated services has been to ensure that we apply the same approach to service standards as in our food business. We offer the advantages of a large organisation s resources in best practice, contract security and commercial competitiveness. We combine those strengths with our passion for service and focus on the quality of the client and customer experience. Integrated services has become an important and growing part of the Elior business in the UK. We now cover many of the activities that are key to the upkeep of an efficient and pleasant working environment. There are 10,000 of us in the UK operating in 650 client sites. We work for clients across a wide range of business sectors and in many different types of establishments, large and small, operating throughout the UK. At the largest, most complex end of our client range is our service partnership for integrated services with the Ministry of Defence. 4 One trusted source

6 We give our clients a single relationship management structure for both site services and food services.

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8 Combining the best people and methods Delivering consistently the same high standards in many different client environments. 7 Because the whole experience matters.

9 Our foundations in this service sector are built on longstanding relationships with clients. The skills we have learnt over many years in contract catering have enabled us to also provide excellent people management and leading edge service methods in this soft FM field. We organise our separate and specialist integrated services teams to operate through our existing Elior client account relationship to provide a single management source in a multiservice contract. All our integrated service contracts are designed to meet the needs of individual clients. Our range of services includes: Reception Cleaning IT cleaning Janitorial services Housekeeping Internal and external window cleaning Helpdesk PPM kitchen equipment maintenance Remote switchboard service At Elior all our services are managed to the highest professional standards with Service Level Agreements, Key Performance Indicators, and Method statements. We regularly self measure our performance. We operate to standards recommended by the British Institute of Cleaning Sciences and the Security Industry Association. In environmental areas we fulfil the commitments which are clearly defined in the Elior group s Corporate Responsibility policies. Internal plant management Grounds Maintenance Estates management Waste Management Mailroom Reprographics Security 8 Elior Combining services the for best Universities people and methods

10 The independence to do what is right Our people make the right decisions at the local level. 9 Because the whole experience matters.

11 We are dedicated to making our clients delighted with the experience of our service and committed to reflecting the ethos, the values and the high standards of their organisations. We are an independent group, free to focus on the views of customers first and to give our people the power and the support needed to make the best decisions for the client at the local level. We operate through specialist businesses that concentrate on the needs of different client sectors. All our businesses are connected closely however to ensure we bring best practice and innovation to clients from right across Elior. 10 Elior The independence services for Universities to do what is right

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13 To put exceptional people on site, we must be an exceptional employer.

14 A driving force in our business We put our responsibilities to society at the heart of our operations. 713

15 Corporate responsibility We believe our success depends on acting responsibly and ethically towards all our stakeholders. Recognising the impact of our services on society, we have made sustainable development an integral part of our business strategy and the management of our operations. We aim to enhance and reinforce our relationships with our stakeholders by: providing nutritionally balanced menus, using the best ingredients and cooking methods to contribute to a healthy lifestyle; becoming an employer of choice, offering opportunities for all our people,, developing them through the best training in our industry, and following a farsighted diversity programme; developing partnerships with suppliers who provide the finest ingredients,uphold the highest standards in Health & Safety, food hygiene and sustainable and ethical practices; adopting environmentally friendly practices throughout our operations to address waste reduction and energy and water efficiency and food distribution; contributing to charities that help make improve opportunities in our industry for young people from all backgrounds and supporting healthy eating campaigns. As a signatory of the United Nations Global Compact, the Elior Group has also pledged to uphold ten principles in the areas of human rights, labour standards, the environment and anti-corruption across the entire business. 14 A driving force in our business

16 Our service is about the quality of our people and all the training and resources that backs them up.

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18 Behind the scenes at Elior We invest in resources that bring real value to our clients. 17 Because the whole experience matters.

19 Because we promise that our service will be delivered by exceptional people, we are commited to being the company that people most want to work for in our industry. We are a farsighted employer, a company where people thrive, in a culture and in a structure that frees and equips them to deliver what has been promised. What happens behind the scenes at Elior is as valuable as what happens at the point of service. We make sure everything we do in our key support functions brings real security and value to our customers. In Learning and Development for example The Elior Academy sets the industry standard in training. It is at the centre of our customer service disciplines and an inspiration to our people. It runs 40 programmes per annum for managers, chefs and operations staff. In all other resources we invest continually to be at the leading edge of best practice and innovation. 18 Behind the scenes at Elior

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21 Investing continually to be a leader in training..

22 For more information please visit or call

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24 Head Office Viewpoint, 240 London Road, Staines, Middlesex TW18 4JT Regional Offices in: City (London) Macclesfield Bromsgrove Scotland