putting our mark on the world. - delaware northitdocs.delawarenorth.com/pp/greenpath...

Putting our mark on the world.

From our earliest days, being accountable to the

people whose lives we can affect – our favorite

definition of social responsibility – has been

engrained in the Delaware North culture.

Nowadays the concept of corporate social

responsibility encompasses everything from

fair and open-minded hiring practices to

sustaining our planet. It can be overwhelming,

to say the least.

Indeed, conducting business responsibly has

always been a tall order, and never more so

than now. Our world is moving at a dizzying

pace, and complex and grave issues challenge all

of us. At the same time, the day-to-day job of

running a successful company is no small feat.

Still, we press on.

In the end, we believe we’ve enhanced lives and

contributed to the viability of the Earth. This

report, our first such endeavor, is an attempt

to highlight some of the ways we’ve done that.

We know there’s more to do. We also suspect

we’ll be called upon in the future to respond to

situations and problems that are unfathomable

today. With the legacy of our ancestors, and the

commitment of the Jacobs family and 50,000

coworkers as our foundation, we’ll continue to

follow the path of social responsibility. That is,

to do what’s right and admirable.

Thank you for reading our story, and more, for

supporting and strengthening our commitment

to making the world a better place.

Sincerely,

Jeremy Jacobs

Jeremy Jacobs Jr.

Lou Jacobs

Charlie Jacobs

Letter of Introduction

S O C I A L R E S P O N S I B I L I T Y R E P O R T 1

The legacy of one of private enterprise’s most

enduring success stories began a century ago

with three young sons of Russian immigrants:

Marvin, Charles and Louis Jacobs.

Determined to make a better life for themselves,

they shined shoes, waited outside the gates of

industrial plants with daily newspapers and

eventually expanded their business venture to

theaters, where they sold candy and programs. It

was nothing less than fortuitous when the

entertainment establishments took a hiatus during

the hot summer months. For it was then that the

Jacobs brothers came up with an idea that created

the sports concessions industry and effectively

sowed the seeds of Delaware North Companies,

a $2 billion-plus global leader in hospitality and

food service.

With a presence today in more than 200 locations

on three continents, Delaware North has been

chaired for 40 years by Jeremy Jacobs, the son

of founder Louis Jacobs. Members of the Jacobs

family’s third generation are in company leadership

positions as well. Jerry Jr., Lou and Charlie are

principals, and are devising the company’s strategy

for the future.

The company that will celebrate 95 years in business

in 2010 has a reach that extends from dozens of

notable sporting and entertainment venues, where

its flagship Sportservice operates, to gaming and

racing destinations, airports, parks and resorts. It is

the owner of Boston’s world-renowned TD Garden,

the holder of the U.S. National Park Service’s largest

contract (Yosemite National Park), and the first

company to think of airports as gateways to the cities

and regions outside of the terminals. In addition,

Jeremy Jacobs owns the Boston Bruins, one of the

oldest and most valuable franchises in the National

2 D E L A W A R E N O R T H C O M P A N I E S

Our History

http://www.delawarenorth.com/Company-History.aspx

Hockey League. He also has chaired the National

Hockey League Board of Governors and has been

recognized by SportsBusiness Journal, The Hockey News

and Greater Buffalo Sports Hall of Fame for his

contributions to the industry. He has left his

handprint on far more than the sporting world.

To wit: 2008 marked the beginning of his

third term on the United States Department of

Commerce Travel and Tourism Advisory Board.

Buffalo, N.Y., has always been home to the Jacobs

family and Delaware North. Chairman Jacobs

understands well the rich medical, educational,

social service and cultural resources available on the

Niagara Frontier and has invested heavily in them

for the betterment of the community. The Jacobs

family has donated more money to the University at

Buffalo of The State University of New York than

any other entity.

The company has a regular spot on Forbes’ list

of the largest privately held companies, and has

been designated by AARP as one of the 35 best

corporations in the United States for workers over

50. Delaware North can be found at places like

Kennedy Space Center Visitor Complex, London’s

Wembley Stadium, the Australian Open, The Plaza’s

Grand Ballroom, Yellowstone National Park and

Busch Stadium, where it will have had a presence

for more than 100 years by the time its current

contract with the St. Louis Cardinals ends.

Long-standing relationships are a hallmark of the

company. And according to a study conducted

with Delaware North clients, so is integrity.

Case in point: Delaware North landed its first Major

League Baseball contract with the Detroit Tigers in

1930, and when the deal proved itself to be unduly

favorable for the Jacobs brothers, Louis Jacobs

boarded a train and headed west. He handed then

Tigers owner Frank Navin a check for $12,500,

keeping only the portion of the profits he believed

his company deserved.

In 2010, Delaware North will celebrate its 80th year

with the Detroit Tigers and Major League Baseball.

It will likely be a sentimental and significant

milestone for the company, whose associates will

surely be reminded of the legacy left by their

founders…a tradition of ingenuity, hard work

and fairness embodied in 50,000 associates

around the world.


Delaware North Companies is a global leader

in hospitality and food service with operating

companies in the lodging, sporting, airport,

gaming and entertainment industries. Among

its many assets are several world-renowned

resorts and Boston’s TD Garden, widely

acclaimed as one of the top-three sports and

entertainment venues in the United States.

The cornerstone of Delaware North is Delaware North Companies Sportservice, the oldest name in

sports hospitality. For nearly a century, the company

has provided retail expertise, and concessions,

gourmet catering and fine dining services to

sporting and entertainment venues, and convention

centers in the United States and Canada. Today’s

client portfolio includes 50 of the most recognizable

names in the sports world, including the St. Louis

Cardinals, Boston Bruins, Edmonton Oilers,

New York Giants and Chicago Bears.

Delaware North Companies Gaming & Entertainment is one of the most innovative

gaming and racing operators in the country,

specializing in racing venues with added amenities

such as video gaming machines, poker rooms,

full-service restaurants, retail shops and hotels.

The company manages more than 6,500 video

gaming machines throughout the United States

and operates at venues in New York, Arizona,

Florida, West Virginia and Arkansas.

Delaware North Companies International manages the company’s award-winning operations

in Australia, New Zealand and the United Kingdom.

Its special brand of hospitality and food service

can be found in hotels, resorts, airports, railway

stations, sporting and entertainment venues, and

cultural centers. Its contract at Wembley Stadium

and Emirates Stadium, as well as its long-standing

involvement with the Australian Open, have given

Delaware North’s growing international division a

well-deserved reputation for handling large-scale

events at premier properties.

Delaware North Companies Parks & Resorts was

founded in 1992 following the company’s winning

bid for the largest contract in the U.S. National Park

Service: Yosemite National Park. With Stewardship

and Hospitality in Special PlacesSM as its credo,

About Our Companies


http://www.delawarenorth.com

http://www.delawarenorth.com/Sportservice.aspx

http://www.delawarenorth.com/Sportservice.aspx

http://www.delawarenorth.com/Gaming-and-Entertainment.aspx

http://www.delawarenorth.com/Gaming-and-Entertainment.aspx

http://www.delawarenorth.com/International.aspx

http://www.delawarenorth.com/Parks-and-Resorts.aspx

Delaware North Companies Parks & Resorts

has quickly emerged as a leader in the hospitality

sector. In addition to operating at some of the

crown jewels among national parks, Delaware

North has a portfolio that includes high-profile

hotels and attractions. It has been in the national

spotlight on many occasions for its lodging,

culinary, retail, environmental, marketing,

recreation and management expertise.

Delaware North Companies Travel Hospitality Services is one of the world’s leading airport food

service and retail companies. Through contracts

at major U.S. airports and toll plazas, Travel

Hospitality Services manages 300 restaurants and

retail stores, and serves more than 350 million

customers each year. At 66, the company is one

of the oldest in the Delaware North family and

a respected member of the travel industry. Its

Gateway Concept that revolutionized U.S.

airports by transforming them into harbingers

of the sights and sounds of the host cities

continues to set the standard.

Delaware North Companies Boston is one of

the nation’s premier providers of world-class

entertainment and hospitality experiences. As

the owner/operator of TD Garden, the company

serves more than 2.5 million visitors each year,

more than 200 days a year. Home to the NHL’s

Boston Bruins and NBA’s Boston Celtics, the

arena is one of the few multitenant facilities in

the United States and arguably among the best

venues of its kind in the world.

The Boston Bruins organization is one of the

original six teams of the National Hockey League,

known equally well for an unrelenting style of play

that has led it to five Stanley Cup championships.

Over the 30-plus years that Delaware North

Companies Chairman and Chief Executive Officer

Jeremy Jacobs has owned the legendary team, it

has showcased some of the best talent the sport of

hockey has ever seen. Almost 50 Bruins have been

inducted into the Hockey Hall of Fame.

Delaware North Companies Sportservice

Delaware North Companies Gaming & Entertainment

Delaware North Companies Boston (TD Garden)

Delaware North Companies International

Delaware North Companies Travel Hospitality Services

The Boston Bruins(Owned by Jeremy Jacobs, Chairman & CEO, Delaware North Companies)


5

http://www.delawarenorth.com/Travel-Hospitality-Services.aspx

http://www.delawarenorth.com/Travel-Hospitality-Services.aspx

http://www.delawarenorth.com/Boston.aspx

http://www.delawarenorth.com/The-Boston-Bruins.aspx

Our corporate social responsibility platform

is multifaceted, touching upon:

Philanthropy;

Responsible business practices;

Environmental stewardship;

Facilities and artifacts stewardship;

Interpretation and education stewardship;

Financial stability; and

Ethics.

With a rich tradition of sharing our good fortune

with the community and striving for integrity in

all relationships, Delaware North has formulated a

list of goals that it will work toward during the next

decade. Called Twenty by 20, it represents one of

the company’s first long-term strategic approaches

to the topic of social responsibility.

About GRIDelaware North selected the Global Reporting

Initiative’s (GRI) protocol, one of the world’s most

prevalent standards for sustainability reporting.

Sustainability reporting is an important way for us

to manage our effect on sustainable development

(economic, environmental and social) and

communicate publically our performance. Using

this protocol, we are able to measure, track and

improve our performance while being accountable

and forthright on specific issues. See appendix

for details of the Global Reporting Initiative

Performance Indicators addressed.

Looking Back. And Forward.


Being a responsible employer is part and parcel of

Delaware North’s corporate social responsibility

platform. The philosophy stems from our belief in

the importance of treating everyone with dignity,

not to mention our faith in the transforming

power of gainful employment for people and

their communities.

Beginning with the recruitment and application

stages, we are fair and honest. Our collateral pieces

and Web site reflect the nature of our business,

the breadth of our operation and what we expect

of our workers. Once our job candidates become

associates, we continue on that path with programs

and practices that are designed to retain and develop

our talent so that our associates can build successful

careers with Delaware North or other companies,

should they decide to go elsewhere.

Delaware North Career PathSM

In Delaware North’s 90-plus-year history, our

success has depended on the strength of our

associates. With that in mind, we work diligently

to hire and retain the best talent in the industry.

All of our efforts, programs and policies can be

found under the Delaware North Career Path

umbrella, the name we have given to our employer

brand. That is, the relationship we have with our

associates in the development of their careers.

Included in Delaware North Career Path are our

total compensation practices, our company culture,

and training and other initiatives for providing

our high-potential associates with opportunities

to develop their skills, further their careers and

achieve their goals.

DiversityWe actively recruit and work to retain a workforce

that represents different ages, cultures, lifestyles,

creeds, nationalities and races, knowing well that

differences among our associates enhance and

strengthen Delaware North.

A Responsible Employer


http://www.delawarenorth.com/career-career-path.aspx

1 0 D E L A W A R E N O R T H C O M P A N I E S

S O C I A L R E S P O N S I B I L I T Y R E P O R T 1 1

Disadvantaged WorkersWe work with organizations around the world to

employ individuals who are challenged by physical

or mental limitations, or even by circumstances.

In what can easily be considered partnerships, we

sit down with the organizations to develop a plan

of shared goals and objectives for the associate.

Even after we hire the job candidate, we continue

our relationship with the organizations. One of

the most striking examples of how this practice

changes lives can be found in our operation at the

Fort Lauderdale-Hollywood International Airport.

Working in conjunction with Broward Partnership

for the Homeless, we have helped a formerly

homeless adult find a purpose and a place.

Senior WorkersDelaware North has been cited by AARP as one

of the best 35 companies in America for workers

over 50. We have an unusually high percentage

of associates in the senior-worker category, a fact

that we attribute to many things, including the

uniqueness of our locations, flexible scheduling

and the opportunities we give our older workers

to enhance their skills, and share them with less

experienced workers. Many of our locations are

enriched by the experience and talent of seniors,

while a few such as Kennedy Space Center Visitor

Complex, Yellowstone National Park and Niagara

Falls State Park benefit from the talent and

experience of these associates in extraordinary ways.

Indeed, more than 40 percent of Delaware

North associates and 35 percent of managers at

Kennedy Space Center Visitor Complex are more

than 50 years old. But when it comes to senior

workers, perhaps no Delaware North location is as

noteworthy as Yellowstone National Park. With more

than 80 percent of its workforce older than 50,

the operation welcomes senior workers back each

season to staff and manage the 12 Delaware North

retail locations that are located throughout the

park. With backgrounds in medicine, engineering,

education, government and myriad other industries,

our seniors – some of whom are in their 80s

– come to Yellowstone year after year to work,

renew friendships and pursue interests such as

photography, fishing and hiking on their days off.

They also serve as mentors to the college students

and even as casual grandparents to the foreign

exchange students who also help us staff

the operation.

StudentsWe have several programs designed to prepare

students for rewarding careers. For example, we

offer a wide variety of paid and unpaid internships

to undergraduate and graduate students. In

addition to hospitality internships and food service

internships, we have opportunities in specialized

fields such as marketing, communications, human

resources, financial planning and long-term

strategy. We have relationships with the Culinary

Institute of America, Johnson & Wales University,

and Kendall College and provide hands-on

development opportunities for culinary students.


Further, we operate a successful program for

MBA students in which they focus on one area

or challenge, and present the results to company

managers at the end of the term.

International students most often come to our parks

and resorts to work during the summer months.

This program comes with extra challenges – and

benefits – for all involved. We work diligently with

Cultural Homestay International and Intrax to

ensure our foreign exchange program continues.

Many of our interns have stayed on with Delaware

North, building successful careers at locations

all over the world. Still others have used their

Delaware North experience to land positions

with other major companies.

Minority/Women/Disadvantaged Business EnterprisesDelaware North routinely looks to minority-

and women-owned, and disadvantaged business

enterprises to enrich its already diverse operations.

Delaware North Travel Hospitality Services

offers M/W/DBE partners the benefits of Ready

for Takeoff, a program that teaches these

businesses everything they need to know to operate

a successful business. Many graduates of Delaware

North’s program have gone on to operate highly

profitable businesses.

Training and DevelopmentOur number-one goal for our associates is

advancement. To that end, we offer a wide variety

of training programs, using various media to

reach as many people as possible.

Development discussions between supervisors and

associates happen often, but no less than once

a year. Our managers have development goals

with deadlines, and all associates participate in

mandatory and recommended training programs.

We also encourage associates to pursue additional

training they believe will strengthen their skills.

Some of the opportunities we offer are:

Onsite training by professional trainers;

Companywide seminars;

Funding of industry seminars;

Online learning; and

Tuition assistance.

One of our recent initiatives is a management

development program named Pinnacle. Associates

who are accepted into this program are put on

teams with people from other units and operating

companies, and challenged with solving a complex

business problem. At the end of the nine-month

course, each team makes a presentation to Delaware

North’s senior management. There are three levels

to Pinnacle, based on what career stage associates

are in.

Wellness Helping associates stay healthy is another of the

company’s priorities. Delaware North disseminates

information monthly, using the voices of associates

(chefs, for example) to give nutritional advice and

real-life examples of how healthy living has made

their lives better. Our locations hold health fairs

and even weight-loss contests in the name of

wellness. For example, at Kennedy Space Center

Visitor Complex, associates take part in the Get-Fit

Challenge, a program designed to motivate teams of

associates to eat healthy food, exercise regularly, and

in the process, shed a few pounds. The challenge


runs 13 weeks. Teams of five weigh in at both the

start and end of the program to measure progress.

Delaware North sponsors the challenge and

provides prizes.

Work/Life BalanceWe want associates to have the time they need to

enjoy outside interests and obligations, and so,

we offer options like flexible scheduling,

telecommuting, part-time and seasonal work, and

even compensatory time when associates finish a

big project or have been traveling extensively.

Managers have the authority to approve such requests.

Risk and SafetyIn order to keep our associates and guests safe from

harm, we have a long-standing Risk Management

Department that works with all of our locations

to eliminate hazards, and in the event there is an

accident or public health issue, to help resolve it

quickly and re-establish safety and/or good health.

Associate VolunteerismWe encourage our associates to support our

communities by working with not-for-profit

organizations. Many of our associates hold board or

other leadership positions with educational, health

and human service organizations. In order to show

our appreciation for their work, we give all salaried

associates time off to attend meetings and take care

of other related business. We recognize the volunteer

efforts of our associates in company communication

vehicles and through the Spirit of Vision Awards.

Five associates and one location are recognized

each year with the Genevieve Jacobs Award for

Community Service. The award is given in memory

of the late philanthropist and mother of Delaware

North Companies Chairman and Chief Executive

Officer Jeremy Jacobs.

We also organize events each year to enrich our

communities and give our associates opportunities

to get involved in volunteer activities. Many of

these are staged at the unit level. However, the

December holidays and Earth Day are two times

when all of Delaware North gets involved in making

a difference. Each Delaware North location averages

700 associate volunteer hours.

Company Support of Causes that Affect our AssociatesHurricane Katrina affected us deeply. So much

so, the company established a fund to receive gifts

from the company and associates that went directly

to our associates in and around New Orleans. Soon

after, the company established the Delaware North

Foundation to help give back to our communities

and make a difference in the lives of our associates,

customers, partners and their families.


More recently, Delaware North and its associates

came to the aid of its Australian coworkers suffering

from the bushfires that ravaged Victoria, Australia.

Associates raised more than $100,000 (U.S.), and

the company hosted a benefit at Melbourne Park

for those who were on the frontline of the disaster.

Delaware North donated nearly $50,000 (U.S.) in

food, and was responsible for 150 volunteer hours

and 175 staff hours.

Financial StabilityFinancial stability has always been a priority for

Delaware North. We have $2.2 billion in annual

revenue, and 200 locations in seven market

sectors served by 50,000 associates around the

world. Not only are we one of the largest privately

held companies, we are one of the most respected

culinary and hospitality organizations in the world.

Keeping our eye fixed on financial stability is a

promise we make to our clients and our associates.

By managing our businesses wisely, we are able

to make good on the promises we make to all of

our stakeholders.

Before the global economic downturn, the

company had already made a strategic decision to

ensure its businesses remained strong. The strategy

paid off. Today, Delaware North is well-positioned

financially to pursue growth and take advantage of

market changes.

Corporate Code of Conduct The Delaware North code of conduct is intended

to provide a general statement of the high ethical

standards that each director, officer and associate

must adhere to while acting on behalf of Delaware

North Companies, all subsidiaries, locations and

any other entity with which Delaware North

conducts business. All associates receive a copy

of the code at the time of employment, and are

expected to read and be familiar with the standards

described in this code. Further, as a condition

of continued employment, all officers and

management personnel must review and sign

off on the code of conduct annually.

GuestPath®

With a strong employer brand in place, Delaware

North turned its attention to the hundreds of

millions of annual guests who come to our locations

each year. We developed a companywide data-driven

continuous improvement process called GuestPath®.

Now in its fifth year of operation, GuestPath® is

focused on creating special experiences one guest

at a time.®

GuestPath® is the foundation of Delaware

North’s continued success with clients and guests.

The process consists of standards, training,

measurement, rewards and recognition, and

training to fill in the gaps. We see its effectiveness

not only in the rising scores our locations receive

during their third-party “mystery shops,” but in

the interest our clients and potential clients have

in joining us on the GuestPath®.

Delaware North operating companies have long had

successful customer-service programs in place, but

with the advent of GuestPath®, Delaware North took

a major step forward in standardizing the effort.

GuestPath® began in North America, but is now

in place in locations in Australia, New Zealand

and the United Kingdom.


A Responsible Host

http://www.delawarenorth.com/Value-GuestPath.aspx

Charitable GivingBeing a good corporate citizen means more than

simply writing checks. We think it means making a

difference in the lives of our associates, customers

and clients, not to mention strengthening the

communities in which we live and work.

We give more than $3.3 million each year to

charitable organizations, focusing on those that

work to eradicate hunger, strengthen education

and help underprivileged children, especially

through sports and culinary programs.

Delaware North FoundationThe recent development of the Delaware North

Foundation gives the company a strategic and

effective method of raising and distributing

philanthropic funds.

The Delaware North Foundation was established

to help the company give back to the community

and make a difference in the lives of our associates,

customers, partners and their families. It strives

to support charities devoted to hunger relief,

youth and education. It is also the Delaware North

Foundation’s mission to help associates and their

families who have been hurt by natural disasters.

The Boston Bruins FoundationThe Boston Bruins Foundation is a 501(c)(3)

nonprofit foundation whose mission is to assist

charitable organizations that demonstrate a strong

commitment to enhancing the quality of life for

children throughout New England. Since 2003

when it was established by the Jacobs family, it

has raised more than $2 million. The foundation

sponsors fundraising activities and gives grants to

organizations that are in line with its mission of

enriching the lives of children through athletic,

academic, health and community outreach programs.

One example of a program supported by the Boston

Bruins Foundation is “NHL Street,” which gives

kids a free athletic and educational program. The

foundation and the NHL provide street hockey

equipment and conduct clinics for children ages

7-12, enabling schools and centers to expand their

recreational programs and let kids play sports,


A Committed Member of the Community

a novelty for many. Another program is “Skate

to Educate,” which helps elementary-school

children learn to ice skate.

Table of Friends Delaware North Companies Boston and its Garden

Neighborhood Charities held its Table of Friends

for the 13th consecutive year in 2008. Local

dignitaries, city officials, Bruins and Celtics players,

and TD Garden associates served a Thanksgiving

dinner of 600 pounds of turkey, 700 pounds of

stuffing and 25 gallons of gravy to 600 Boston-area

homeless people.

Location-Level GivingEfforts are not limited to the contribution of funds

and services. Delaware North’s associates also involve

themselves in a wide range of volunteering and

fundraising efforts. Each location is responsible for

supporting its community through volunteerism,

identification of key community projects and causes,

and ongoing philanthropic support.

Delaware North began in a community similar to

the hundreds the company serves across the globe.

We know the value of corporate citizenship, and have

long measured our success by more than revenue,

profits and growth. We believe true success can be

measured by the difference we make in the lives of

the individuals we serve and work with.

Through our extensive corporate social responsibility

and corporate philanthropy platform that is alive

and well in 200 locations throughout the United

States, Canada, Australia, New Zealand and the

United Kingdom, Delaware North is helping

millions of people.

One example of this can be found in Delaware North

Companies Sportservice. The company’s event

management and event hosting capabilities have led

to the practice of inviting nonprofit organizations

to many of its 50 sports and entertainment venues

to help serve millions of guests. The groups receive

a commission on their concession sales, which in

turn, goes back to the community. In 2008 alone,

Delaware North contributed $13 million to nonprofit

organizations through this program.

And there’s more. Each location is responsible

for identifying and supporting community

organizations and projects, and assisting them

through volunteerism and financial support.

Delaware North locations have relationships with

many groups and organizations that serve a wide

variety of needs. Following is the breakdown:

High schools - 60 percent;

Elementary schools - 41 percent;

Middle schools - 35 percent; and

Community colleges – 30 percent.

Groups supported through these efforts include:

Sports teams;

Work Options for Women (WOW) and

other employment, education, training

and enhancement programs; and

Culinary programs and internships.

Each Delaware North property donates roughly $12,000

per year in in-kind donations, including food and

beverage, merchandise, accommodations, etc.


Little League World SeriesWhen Delaware North serves fans at the Little

League Baseball® World Series in Williamsport,

Penn., we also aid numerous area not-for-profit

organizations. Through a unique vendor program,

we allow charitable organizations in the Williamsport

area to vend concession stands during the 10-day

event. The organizations are then able to take

home 10 percent of all profits from their stands.

Sportservice has surpassed $250,000 in

total donations at the Little League World Series

since the company began operating at the event

in 2001.

Organizations We SupportThe company has focused a great deal of time,

money and energy to such groups as the Special

Olympics, United Way, and Boys and Girls Clubs®,

along with youth and sports community groups.

Here is a mere sampling of the projects and

initiatives that took place throughout Delaware

North recently:

The Bruins roster and coaching staff took part

in the team’s annual toy delivery program.

Each group delivered toys to one of seven

Boston area hospitals.

Southland Park Gaming & Racing held its annual

Twelve Tournaments of Christmas to help raise

money and toys for Cope for Kids and Toys for

Tots, each of West Memphis, Ark.

Delaware North Companies Travel Hospitality

Services at Austin-Bergstrom International

Airport sponsored entertainment events and

donated unique food, beverage and retail

offerings at the airport.

The Boston Bruins held its annual ornament

silent auction during games at TD Garden to

benefit the Boston Bruins Foundation.

Mira Westby and Katrina Scarlett, two associates

of Harrison Hot Springs Resort & Spa, helped the

resort get involved in the Big Brothers Big Sisters

Bowl for Kids.

Sportservice’s Cleveland operation teamed with

the Cleveland Indians Charities and the Indians’

Wives Association to contribute more than $2

million to charitable endeavors during the 2008

baseball season.

Kennedy Space Center Visitor Complex raised

more than $40,000 during the annual 2009

United Way Campaign, exceeding the previous

year’s total by 12 percent.


TD Garden again hosted the Bruins Wives

Carnival, a charity event in which fans can meet

players, coaches and alumni while touring the

team’s locker room. All proceeds from the event

are donated to a charity of the Boston Bruins

Foundation’s choice. Last year’s recipient was

the Cystic Fibrosis Foundation.

The Jacobs family donated $1 million to Nichols

School in Buffalo, N.Y., to help fund a science

and technology center that incorporates green

building practices.

The Boston Bruins Foundation completed

another Pan-Mass bike challenge to raise

money for the fight against cancer.

Delaware North sponsored the building of two

homes in New Orleans in partnership with the

New Orleans Habitat for Humanity.

Finger Lakes Gaming & Racetrack held the

inaugural Charity Cup, donating the entire

$30,000 purse to area charitable organizations.



A philosophy of stewardship guides our operations

all over the world. Simply put, we want to do more

than merely operate in Special Places. We work to

ensure that everyone who visits them understands

their significance. We also strive to safeguard these

places for the generations that will follow us.

Our three-pronged approach to stewardship

consists of:

Interpretation and education;

Environmental management; and

Facilities and artifacts management.

Interpretation and EducationDelaware North’s stewardship approach includes

a strong belief in the importance of telling the

stories of the Special Places where we are privileged

to operate. Many locations such as Yosemite and

Kennedy Space Center Visitor Complex have

associates who are dedicated full-time to that task.

But even those locations that don’t have large

interpretive departments on staff do their share

of storytelling. Teaching our associates about the

location’s history, culture, nature and other unique

features is a facet of our ongoing training. We want

every associate, regardless of position, to be able to

share our locations’ stories with our guests.

Interpretation manifests itself in many ways. We

provide direct interpretation in the form of tours,

plays, storytelling, astronaut encounters, hall-of-

fame ceremonies and nature walks that put us in

touch with hundreds of thousands of guests each

year. Despite this, there are easily many more

times when our education programs are indirect.

For example, our chefs use their menu selections

and ingredients to share the unique bounty of

the region; and our retail managers and buyers

select products from local artisans and crafters and

create signage to communicate this information

to our guests.

Stewardship

One of Delaware North’s most successful and memorable airport stores is Motown Music Review in Detroit Metropolitan Wayne County Airport. The shop celebrates one of the things the city is famous for.

http://www.delawarenorth.com/Value-Global-Stewardship.aspx

2 3

Another example of our interpretive bent involves


Services. The company was the first member of its

industry to view airports as harbingers of the sights,

sounds and tastes that travelers could expect to find

outside the terminal. When the company introduced

the Gateway Concept in the 1990s, it revolutionized

the industry. Today, not only is it the standard all

travel hospitality companies strive to meet, it is

viewed as the latest trend.

To make sure no member of our staff loses sight

of interpretation and education, we’ve developed

guidelines or standards for all to follow. One

example is the standard adopted by Delaware

North Companies Parks & Resorts that dictates

that all locations have an interpretive or education

manager or appoint interpretive facilitators.

In addition, we have goals for many of our

properties, such as identify an interpretive

contact (manager or facilitator) for each unit,

and establish and implement an interpretation

and educational network.

Delaware North brings local music to travelers in Austin-Bergstrom International Airport, often cited as one of the best airports in America.

Delaware North at Yellowstone conducted its

Experiential Retail Program for the fourth time

in 2008. The program, known as “Pathways at

Yellowstone,” began in mid-May with two evening

programs intended to kick off the season. The

program spanned June through September and

featured a variety of artists and authors who appeared

at our stores to “tell the story” behind their products.

More than 20 vendors (primarily authors and artists)

participated in the program, making more than 120

guest appearances primarily at four of our largest

locations (Old Faithful Upper, Grant General, Fishing

Bridge and Canyon General). This aggressive program

was communicated with visitors via a weekly calendar

that was sent to area chambers of commerce

(Bozeman, West Yellowstone, Cody, Jackson Hole

and Cooke City) and posted for the public. We also

used the media to spread the word to guests.

Yosemite’s Interpretive Services Department developed a new snowshoeing program at Crane Flat. This highly successful program ran for three days per week in January and February, and twice a week in March.


GreenPath®: Our Environmental Management SystemGreenPath®, our formal and documented system

of environmental management, originated in 1999

in our Parks & Resorts division. Its roots go back

much earlier, however. Of all the companies that

bid on the Yosemite contract in the early ‘90s, only

Delaware North was willing to pay for the cleanup

and removal of leaking underground storage tanks

left by a previous park concessioner.

This sense of environmental stewardship eventually

was articulated in a formal environmental

management system (EMS). And thus, GreenPath®

was born. But we soon decided we wanted more. Not

only did we want to make GreenPath® a permanent

part of the Delaware North culture, we wanted to

demonstrate the depth of our commitment to the

environment and inspire others to follow suit. In

2001, GreenPath® became the first EMS of a U.S.

hospitality company to be registered to the standards

put forth by the International Organization for

Standardization (ISO 14001).

GreenPath® has been

recognized more than

40 times with regional,

national and even

international awards

from organizations

such as the U.S. Department of the Interior, the

U.S. National Park Service, NASA, IMEX and

the U.S. Travel Association. In 2008, Delaware

North expanded GreenPath® into all of Delaware

North’s operating companies: Sportservice, Travel

Hospitality Services, Gaming & Entertainment,

Boston and International. GreenPath® easily

transcends department and operating-company

walls, helping us devise new and better ways to

conduct business, and providing our associates with

a means through which to protect the environment.

And the results speak for themselves. We’ve diverted

thousands of tons from the solid waste stream, saved

millions of gallons of water, and reduced energy

consumption while demonstrating our commitment

to do the right thing.

Environmental Management

http://www.delawarenorth.com/Value-Environmental-Management.aspx


Environmental StandardsDelaware North supports the following standards

in all areas of the operation, where feasible:

1. Comply with the procurement of “green”

products and services.

2. Implement a recycling program for associates

and guests.

3. Implement energy conservation initiatives.

4. Implement water conservation initiatives.

5. Protect flora and fauna.

6. Protect air quality.

7. Protect water quality (ground and surface water).

8. Engage in community involvement projects.

9. Comply with GreenPath® policies/procedures,

ISO 14001 standards, and applicable legal

and other requirements in order to attain

and maintain ISO registration, minimize

environmental impacts and show continual

improvement.

10. Monitor, measure and report results

annually for environmental programs.

Environmental Stewardship Goals In order to address continual environmental

improvement collectively throughout Delaware

North’s Parks & Resorts division, 2015 Visionary

Environmental Goals were established. These

first-generation goals are an important part of our

stewardship approach, and are helping us establish

priorities, provide a clear and focused direction,

maximize time and efforts, motivate each other,

measure results and successes, provide credibility,

and make adjustments to the program accordingly.

The 2015 Environmental Stewardship Visionary

goals are in alignment with the Office of the

Federal Environmental Executive Order 13423 –

Strengthening Federal Environmental, Energy, and

Transportation Management. The following table

clearly states Delaware North Companies Parks &

Resorts’ 2015 Environmental Stewardship Visionary

Goals. Unless otherwise stated, all goals have a target

date of 2015:

Fossil Fuels Reduce fossil-fuel usage by 30 percent.

Renewable Energy Increase usage of renewable energy to provide 10 percent of total electricity consumed.

Energy Efficiency Reduce energy consumption by 30 percent.

Emissions Reduce greenhouse gas (CO2) emissions by 30 percent.

Solid Waste Divert from landfills 70 percent of all solid waste generated.

Hazardous Waste Generate minimal hazardous waste.

Water Reduce water consumption by 25 percent.

Pollution Prevention Reduce use of chemicals and toxic materials, purchase lower-risk chemicals and remove toxic materials from top-priority list.

Building Performance Assemble or renovate buildings in accordance with sustainability strategies, including resource conservation, reduction, and use, site selection, and indoor environmental quality immediately for each project.

Environmentally Increase purchases of environmentally sound goods and services, Preferable Purchasing including bio-based, energy-efficient, water-efficient, and recycled content products by 25 percent.

Made in the USA/ Increase item selection of products made in the USA/Canada Canada Retail Product (dependent upon location) by 25 percent.

Sustainable Cuisine Increase purchases of sustainable food products by 50 percent.

2 7

2008 Delaware North Environmental Accomplishments

Examples of environmental stewardship

accomplishments can be found in every

Delaware North company and in every

country in which we operate. For example:

TD Garden in Boston launched a number

of new recycling initiatives and has developed

what may well be the greenest concession stand

in sports. One of the Pile High deli locations

uses Energy Star equipment for long-term

energy savings, purchases produce from

local vendors, recycles materials and uses

environmentally friendly cleaning supplies.

Testing such sustainable practices is a

worthwhile challenge. The arena seats

nearly 20,000 people and is one of the

busiest indoor entertainment and sports

venues in the world.

At PETCO Park, where as many as 42,500 San

Diego Padres fans devour peanuts, Diego dogs and

fish tacos during a game, they don’t just track the

food that’s eaten, they count the food that’s not

eaten. By the ton. It’s a part of a comprehensive

food waste diversion program in which associates

collect the remains of hot dog buns, peanut shells,

popcorn and other food, compost it and turn it

into fertilizer. In 2008, more than 153 tons of

food scraps – approximately 2 tons per game –

were diverted from local landfills.

In collaboration with the Cleveland Indians,

Sportservice in 2008 introduced corn resin,

biodegradable, cold cups at Progressive Field. The

Fabri-Kal Greenware cups, made from a resin

derived entirely from plants (primarily corn),

decompose within 30 to 90 days. In 2008, almost

304 less tons of trash were sent to the landfills

than in 2007. After each game, associates sort

through the trash to separate recyclable bottles.

The carrying trays that Sportservice gives St.

Louis Cardinals fans at Busch Stadium are made

from recyclable material and are biodegradable.

Sportservice has also abandoned the plastic burger

boxes for eco-friendly paper wrap.

The Wisconsin Exposition Center at State Fair

Park in West Allis, Wis., is a green-certified

building through Travel Green Wisconsin.

Travel Green Wisconsin is a voluntary program

that reviews, certifies and recognizes tourism

businesses and organizations in Wisconsin that

have made the commitment to reduce their

environmental impact.

Sportservice is working with many clients on

venuewide recycling initiatives for plastic bottles

and PET cups, including placement

of plastic recycling bins. Savings

are immediate in the forms of

reduction of material going into

the waste stream and landfill

costs for the venue.


Sportservice is phasing in the use of biodegradable

and compostable Eco-Craft deli wrap at all of its

U.S. venues. The wrapping and cartons in which it

is supplied are 100-percent recyclable and printed

with soy-based wax. This product is purchased

through local companies to reduce shipping

distances, cost and environmental impact.


Services operations are implementing GreenPath®

with recycling programs, the purchase of

energy-efficient equipment and lighting, and

the training of associates. As evidence of its

seriousness, Delaware North’s operation in the

Fort Lauderdale-Hollywood International Airport

has become the first ISO 14001-registered airport

concessions operation in America.

Delaware North achieved LEED’s (Leadership

in Energy and Environmental Design) gold

standard with the construction of the new $30

million Daytona Beach Kennel Club & Poker

Room. The company recycled approximately 95

percent of all construction waste from the project,

which resulted in a building that is 40-percent

more water efficient and 25-percent more

energy efficient than the 60-year-old complex

it replaced. It is believed to be the only gaming

venue ever to achieve LEED’s gold standard.

Since American Greyhound Racing implemented

GreenPath® in 2008, the Phoenix property has

recycled 5.41 tons of cardboard, glass, plastic

and paper; adopted three new green products

(all-purpose, glass and degreaser) for in-house

janitorial cleaning; replaced 970 incandescent

lamps with compact fluorescent lamps; replaced

80 incandescent exit lights with LED fixtures;

implemented new practices in maintenance

procedures that resulted in 15-percent average

savings in electrical use; 20-percent average

savings in natural gas use; and 10-percent savings

in water use; partnered with the City of Phoenix

to be a collection site for old electrical and

electronic appliances and equipment on Earth

Day and the weekend after, during which 1 ton

of materials was collected.

Southland Park Gaming & Racing realized

$65,886 in electricity savings; recycled 36,290

gallons of kitchen grease; recycled 39,800 pounds

of paper and recycled used furniture (123 chairs

and 54 small televisions).

Based on properties of similar size and service

levels, our electricity usage at Wuksachi Lodge

located in Sequoia National Park ranks in the

99th percentile of the EPA’s Energy Star ratings.

Other examples of ongoing energy conservation

include changing out of all incandescent bulbs

throughout Wuksachi Lodge with fluorescent

lighting, installing motion detectors in low-traffic

areas, installing solar-power pathway lights in

existing outlying areas and replacing inefficient

refrigeration with new energy-saving units. Local

electrical supplier, Southern Cal Edison, went

through the entire operation in November 2008

and changed out any existing inefficient lighting

such as T12 with T8s. This was a cooperative

effort initiated by National Park Service

concessions specialists and National Park

Service facility management.



Proving that not all significant efforts have to be

complicated or highly technical, Delaware North at

Yellowstone eliminated the use of a daily mail courier

system from Bozeman to West Yellowstone for nearly

four months, and relied on coworkers traveling to

and from these locations to deliver the mail. This

accounted for considerable savings in mileage,

energy and greenhouse gas emissions. Carpooling

was mandated for those associates based in West

Yellowstone whose responsibilities require parkwide

travel. The director of retail developed a schedule so

that her team of seven would carpool five days a week.

As much as possible, retail and maintenance associates

went to a four-day work week.

Again at Yellowstone, Delaware North partnered with

Wyoming Department of Environmental Quality and

Manufacturing Works to conduct an assessment on

the Fishing Bridge Store and dorm to improve energy

efficiency. This assessment was conducted to assist in

the planning of future energy assessments. We

also partnered with CTA Architects to further

assess and identify opportunities and processes

to improve energy efficiencies that we are beginning

to implement in 2009.

Delaware North’s commitment to environmental

stewardship extends to all of its worldwide

operations. Delaware North Australia and New

Zealand appointed a manager of corporate social

responsibility in 2008, the first time someone has

been dedicated solely to social responsibility for

those Delaware North operations.

In addition, a green team has been established in

Delaware North’s international headquarters office

in Melbourne, Australia, to manage and expedite

the rollout of GreenPath® across our Australian and

New Zealand business. We have selected four sites

to begin this program: Melbourne Zoo, Melbourne

Park, The Terrace and Sovereign Hill. We are

following GreenPath® and will be pursuing ISO

14001 registration as we move toward a carbon-

neutral business model. Already in 2008, 293.73

tons of materials were recycled.

Delaware North Companies Australia has introduced

waterless woks into our Billy Chu sites at Melbourne

and Adelaide airports, with others to follow. Each

wok reduces water use by 70 percent. At 5,000-plus

liters a day, each waterless wok saves over 1.4 million

liters of water every year.

Yosemite, the largest contract in the U.S. National

Park Service, also bears the distinction of being the

birthplace of GreenPath® and Delaware North’s

commitment to the responsible management of

the environment. This sensibility is demonstrated

in myriad ways, not the least of which is one of the

most robust recycling programs in the country.

(Approximately 40 percent of Yosemite refuse is

diverted from landfills through recycling and/or reuse.)

Yosemite’s recycling program has been recognized

with awards from the U.S. Department of the Interior,

the U.S. National Park Service (NPS) and for at least

15 years running, by California’s Waste Reduction

Awards Program. And with good reason.

In partnership with NPS, Delaware North diverts

more than 1,300 tons of waste each year. This is

comprised of 34 different materials and represents

the efforts of guests, residents and employees. There

are recycling containers in hotel rooms, guest facilities

(inside and out), parking lots, employee housing,

break rooms and other areas of the park. In addition,

there are 50 miniature recycling depots throughout

the park that accept rigid plastics, all colors of glass

and aluminum. Finally, Delaware North staffs

recycling centers that serve as collection points

for all recyclables.

The High Sierra Camps are among the most sought-

after and memorable destinations in Yosemite. As

well, they are fragile habitats that must be carefully

maintained. One of them, Tuolumne Lodge, has

70 tent cabins and a total of 280 beds. The lodge is

open each year from July to mid-September, totaling

29,400 bed-nights a year. In addition to this number

are the visitors who eat at the dining room and buy

supplies from the store.

Working with NPS, Delaware North helped restore

the camp in 2008. Before the project began:

Braided social trails crisscrossed the camp;

Foot traffic was undirected and as a result, large

areas of the camp were denuded of vegetation;

Soil was compacted;

Runoff had eroded trails, created gullies

and occasionally flooded tents during

large rain events;

Large rocks were constricting pathways

and creating trip hazards; and

Sections of the maintenance access road

were a source of chronic erosion.

Our goals included:

Restoring the camp to a more natural

condition by reducing its footprint and

increasing native vegetation;

Repairing trail erosion caused by runoff and

preventing erosion problems in the future;

Enhancing guests’ experiences by improving

the camp aesthetic;

Providing educational opportunities for guests,

associates and volunteers; and

Providing an opportunity for Delaware North

employees and park partners to participate in

a teambuilding, volunteer project.

Thanks to 720 hours from 32 volunteers, 11,085

square feet of soil was decompacted, 4,040 linear

feet of rock was put in place and 99 logs (from fallen

trees) were placed along trails, helping to preserve

the camp and its ecosystem for years to come.


Delaware North’s notion of facilities stewardship

includes not only the structure itself, but also

maintenance, artifacts, artwork, historic landmarks

and other attributes of structures we are responsible

for, particularly those with cultural and/or

historic significance.

Facilities stewardship takes many forms. We work

with our client partners to design kitchens,

restaurants and stores that are efficient and reflective

of their brands. We do this routinely for sports,

entertainment, gaming and travel clients throughout

the world. We have also lent this expertise in the

building of an Ohio State Park hotel: The Lodge at

Geneva-on-the-Lake.

It can also be seen in the maintenance and upkeep

of existing properties. Using the CHAMPS software

system, we are able to keep track of needed repairs

and preventive maintenance in order to avoid larger

problems down the line. Because we also manage

a number of historic structures, we are also adept

at restoration and renovations that maintain the

historic integrity of the properties. In keeping with

GreenPath®, all of our projects have environmental

considerations built in. In addition, all Delaware

North project managers are LEED-accredited.

Delaware North locations are responsible for

annual audits and the development of plans

designed to keep our managed and/or owned

locations in top shape.


Facilities Stewardship

Organic/Sustainable FoodAs part of Delaware North’s commitment to

environmental management, we specialize in

preparing and serving organic, sustainable and

local cuisine. One of the recent examples of this

can be found at The Plaza. The Plaza hotel’s Grand

Ballroom is the first major entertaining and event

venue in the country to incorporate the 100-Mile

“field to fork” concept into all of its menus.

A similar pursuit of locally produced, organic

produce can be found in Delaware North’s

Sovereign Hill operation. Thanks to this effort,

the bakery is more popular than ever. A traditional

wood-fired oven representative of the Gold Rush

of the 1840s produces wonderful, hearty pies

and breads.

People love seafood, especially in Australia.

Delaware North Companies Australia is working

to ensure we can continue this love affair by

introducing a sustainable seafood program at

all sites.

Delaware North stands behind acquiring locally

grown or raised food to support its numerous

communities. At a recent Sierra Business Council

Conference, all meals were prepared with local,

sustainable produce, which helped limit waste and

keep options healthy for attendees. The need for

a faraway distributor was removed as all produce

was purchased directly from area farmers. For

decades Delaware North has bought from local

growers and encourages others to do the same.


Culinary

http://www.delawarenorth.com/What-We-Do-Food-Service.aspx


Delaware North’s parks and resorts division has also

taken strides in serving organic foods, using fresh

ingredients and providing sustainable options in its

restaurants. For example, at The Ahwahnee® and the

other hotels and lodges in Yosemite National Park,

Delaware North uses sustainable food products such

as grains, legumes, flour and sugar. Chefs also use

free-range beef, antibiotic- and hormone-free pork

and organic turkey, and all fish served is approved by

the Monterey Bay Seafood Watch program. Delaware

North also partners with local organic farmers to

supply many of its food products.

Delaware North’s top corporate chef and culinary

ambassador, Roland Henin, has long advocated

and taught the benefits of using fresh and

sustainable ingredients. Our commitment to

healthy, environmentally friendly options and

local community growers is another way Delaware

North provides its guests with the highest quality

in food service.

ServSafe and HACCPWe strive to do more than serve delicious food that

doesn’t harm our planet. We also take great pains

to ensure that it is safe to eat. Delaware North has

adopted the National Restaurant Association’s

ServSafe program, a training and assessment

program that delivers consistent food safety

training on basic food safety, personal hygiene,

cross-contamination and allergens, time and

temperature, and cleaning and sanitation.

Our Australian operation, for example, requires

all food and beverage staff to have a level-one

food handler’s certificate before beginning work

with Delaware North. As a result, all 5,000

associates are accredited. This training is done

either online or in-house.

We also have begun using the U.S. Food and Drug

Administration’s HACCP (Hazard Analysis &

Critical Control Points) management system in

which food safety is addressed through the analysis

and control of biological, chemical, and physical

hazards from raw material production, procurement

and handling to manufacturing, distribution and

consumption of the finished product. Our staff at

Kennedy Space Center Visitor Complex has been

trained in HACCP.

We currently have three HACCP-accredited venues:

Melbourne Park (home of the Australian Open),

Etihad Stadium and Melbourne Airport. The

venues must complete a set of food safety records

daily and weekly. These are reviewed every three

months to ensure compliance. There is a minimum

requirement of 85-percent completion.

100-Mile DinnerCPS Events at The Plaza is a unique partnership

between Delaware North Companies and

Great Performances, two companies known for

consistently supporting sustainable agriculture

and local growers. The Plaza’s Grand Ballroom

is the first major entertaining and event venue in

the country to incorporate the 100-Mile Menu

“field-to-fork” concept into all of its menus,

from wedding receptions and black-tie events to

business banquets and charity affairs.


Culinary WellbeingSM Good food that’s also good for you and the planet

is the objective of Culinary Wellbeing, an initiative

that made its debut at Etihad Stadium in 2008.

The program addresses health concerns through

light recipes, and environmental concerns through

the use of ingredients that are organic and/or

sustainable. The essence of the Culinary Wellbeing

program is a belief in the nutritional value and

great taste of fresh simply prepared, in-season,

local ingredients.

Culinary Wellbeing menus allow guests to choose

options that offer genuine reduced levels of fat, salt

and sugar while improving fiber and whole-grain

content. There is a preference for using fresh, local

ingredients and organic products for these dishes.

Culinary Wellbeing is currently offered in three

venues Melbourne – Melbourne Park, Etihad

Stadium and Melbourne Zoo, with others to

follow. Meanwhile, Etihad Stadium became the first

Australian Football League (AFL) venue to open a

food outlet dedicated to providing healthier food.

Healthy menu choices are found throughout

Delaware North. We became the first food service

provider in Australia to offer Tick-approved meals.

This occurred at the 2008 Australian Open tennis

tournament. Tick-approved meals are healthy eating

options the Heart Foundation has identified to help

people eat out and stay healthy. PETA recognized

three Sportservice venues in 2008 as well. All were

in the top six.

Rainforest Alliance-Certified CoffeeDelaware North Companies Parks & Resorts is

currently moving to Rainforest Alliance-certified

coffee. In this way, we are helping to maintain

our rainforests and improve biodiversity for

future generations.

More than 25 million people in the tropics depend

on coffee for their livelihood. Indeed, the crop is

the economic backbone of many countries and the

world’s second-most traded commodity after oil.

A decade ago, the Rainforest Alliance and its

partners in the Sustainable Agriculture Network

(SAN) demonstrated traditional, forested coffee

farms are havens for wildlife. Now, coffee lovers

everywhere can support farmers who maintain

these rainforest refuges simply by choosing beans

stamped with the Rainforest Alliance-Certified seal

of approval.

Australian Open As the food and beverage provider for the Australian

Open, Delaware North is now using 100-percent

recycled packaging as it continues its quest to

become carbon neutral.


The U.S. Department of the Interior presented


with the 2008 Environmental Achievement

Award Honorable Mention in recognition of its

recycling practices at Yellowstone and Yosemite

national parks.

Kennedy Space Center Visitor Complex received

an ADDY Award for its Shuttle Launch Experience

national television campaign.


the THEA award from the Themed Entertainment

Association for its Shuttle Launch Experience

attraction.

Wuksachi Lodge received a Star of the Industry

Award in Good Earthkeeping from the California

Hotel & Lodging Association for its environmental

efforts at Wuksachi Lodge.

Enjoy England Awards for Excellence 2008 named

Emirates Stadium the best venue for meetings and

events in England. Delaware North handles all food

and beverage services for the stadium.

The BALSAMS Grand Resort Hotel was honored

as one of the best affordable resorts by Travel + Leisure

magazine while Delaware North was managing the

historic property.

Delaware North Companies International took

home the caterer of the year award in the Victorian

Restaurant and Catering Awards for Excellence.

Delaware North Companies Parks & Resorts received

one of the four environmental achievement awards

given out by the U.S. National Park Service in

2008. Delaware North was chosen for its recycling

efforts in Yosemite and Yellowstone national parks.

Awards

http://www.delawarenorth.com/Awards-and-Recognition.aspx


a 2008 Golden Image Award from the Florida

Public Relations Association.

Delaware North Companies Sportservice took three

of the top-six spots in a 2008 ranking of the top

vegetarian-friendly Major League ballparks. PETA

released its annual ranking after surveying the

menus of all 30 major-league ballparks.

Delaware North-owned and –operated TD Garden

was praised by popular blog “Green Leaf Reviewer”

for its recycling program.

The American Heart Association named the

Jacobs Family the 2009 Hero of the Heart Award

winner. The award is given to those who show

exceptional leadership and support of the American

Heart Association’s mission to promote healthy lives

that are free of cardiovascular disease and stroke.

Yosemite National Park’s Deaf Services Program was

selected as the recipient of the 2008 National Park

Service Programmatic Accessibility Achievement

Award. The award is given to an individual or

group that has been responsible for developing,

implementing or improving programs and services

within the National Park Service that exemplify the

concept of universal accessibility.

Delaware North at Yellowstone received a 2008

EcoStar Award for its successful and efficient waste

reduction efforts at the historic park. EcoStar

Awards are given to companies and organizations

leading the way in pollution prevention.

For a complete list of Delaware North’s awards,

please refer to the “Who We Are” section of

Delaware North’s Web site.



Economic Performance Indicators

EC6 Policy, practices, and proportion of spending on locally based suppliers at significant locations of operation.

Delaware North recognizes that purchasing has an impact on the triple bottom line: people, planet, profit. As a result, our Supply Management Services Department planned and developed a Procurement Policy for Purchasing Environmentally Friendly Products and Services in 2008 to be implemented in 2009. Even though a formal policy was not in effect in 2008, Delaware North was nevertheless responsible in its purchasing practices, including biodegradable dishware and cutlery, office paper with 30-percent recycled content, green cleaning chemicals, hybrid vehicles, and organic, and local and regional products. We are in the process of developing a system to calculate this information and will be able to report more detail in our 2009 CSR report.

EC8 Development and impact of infrastructure investments and services provided for public benefit through commercial, in-kind or pro-bono engagement.

Efforts are not limited to the donation of funds and services. Delaware North staffs also involve themselves in a wide range of volunteering and fundraising efforts. Each location is responsible for identifying and supporting its community through volunteerism, identification of key community projects and causes, and ongoing philanthropic support.

Delaware North locations average 700 hours of employee volunteerism per location and more than $11,394 in in-kind donations, which include food and beverage, merchandise, accommodations, etc.

Total financial/cash donations companywide for 2008 is $3.3 million.

AppendixGlobal Reporting Initiative Performance Indicators – 2008

Environmental Performance Indicators

EN3 Direct energy consumption by primary energy source.

Delaware North recognizes the fact that a significant amount of energy is consumed in our many locations throughout the world. We understand the need to quantify our usage and then work to reduce those levels of consumption. In 2008, the following data was collected by the Parks & Resorts division and is a best estimate of the use of direct energy consumed by primary energy sources.*

Energy Source Amount Used Conversion To Propane 985,473 gallons 99,293 Gigajoules Fuel Oil 764,727 gallons 120,857 Gigajoules Natural Gas 913,593 therms 96,366 Gigajoules Unleaded Fuel 114,322 gallons 15,063 Gigajoules Diesel Fuel 394,141 gallons 57,750 Gigajoules

In total, the direct energy consumed listed above is equivalent to 389,330 Gigajoules.

*(This data collected from locations in which data was available, as not all units in the Parks & Resorts division are included.)

Data was unavailable for the units operating in the other divisions. A goal for 2009 is to implement a comprehensive formal environmental data reporting tool so that data collection will become a formalized process.



EN4 Indirect energy consumption by primary source.

Delaware North recognizes the fact that a significant amount of indirect energy (electricity and steam) is consumed in the operation of our many locations throughout the world. We understand the need to quantify our usage and then work to reduce those levels of consumption. In 2008, the following data was collected by the Parks & Resorts division and is a best estimate of the use of indirect energy consumed by primary energy sources:*

Energy Source Amount Used Conversion To Electricity 39,779,814 KwHr 143,207 Gigajoules

*(This data collected from those locations for which data was available, thus not all units in the Parks & Resorts division are included.)


EN8 Total withdrawal by source.

Delaware North recognizes the fact that a significant amount of water is consumed in the operation of its many locations throughout the world. We understand the need to report and set goals to reduce our water consumption. In 2008, the following data was collected in the Parks & Resorts division and is a best estimate of the use of water consumed:*

Water Source Amount Consumed Conversion To Water 288,881,465 gallons 1,093,535 m³/year




EN11 Location and size of land owned, leased, managed in, or adjacent to, protected areas and areas of high biodiversity value outside protected areas.

Our Parks & Resorts division is home to very Special Places at a variety of locations.

The Lodge at Geneva-on-the Lake Gideon Putnam Resort Grand Canyon National Park Harrison Hot Springs Resort & Spa Holiday Inn West Yellowstone Kennedy Space Center Visitor Complex

EN22 Total weight of waste by type and disposal method.

Delaware North recognizes the fact that a significant amount of waste (trash, recycling, hazardous and universal waste) is generated in the operation of its many locations throughout the world. We understand the need to report and set goals to reduce our impact from the generation of waste. In 2008, the following data was collected by the Parks & Resorts division and is a best estimate of waste generated and how much of that was recycled:

Waste Type Amount Generated Conversion To Trash 9,461,253 pounds 4,731 tons (short) Recycling 4,184,838 pounds 2,092 tons (short)



Niagara FallsThe Queen MarySequoia National ParkTenaya LodgeYellowstone National ParkYosemite National Park


Labor Practices and Decent Work Performance Indicators

LA3 Benefits provided to full-time employees that are not provided to temporary or part-time employees, by major operations.

Delaware North’s benefit-eligible population numbers 8,000 full-time employees. These employees receive 401(k), medical, dental, vision, life insurance, health care spending account access, vacation, short-term and long-term disability. (Note: In some cases, collective bargaining agreements cause changes to the above list.) Part-time employees are eligible to participate in the 401(k) plan in any year in which they have 1,000 hours of service, and short-term disability is offered in accordance with state law.

LA4 Percentage of employees covered by collective bargaining agreements.

Approximately 50 percent of Delaware North’s workforce is covered by a collective bargaining agreement.

LA12 Percentage of employees receiving regular performance and career development reviews.

All regular employees (part-time and full-time) receive an annual performance review.


Society Performance Indicators

SO1 Nature, scope and effectiveness of any programs, and practices that assess and manage the impacts of operations of communities, including entering, operating and exiting.

One example of this can be found in Delaware North Companies Sportservice. The company’s event management and event hosting capabilities have led to the practice of inviting nonprofit organizations to many of its 50 sports and entertainment venues to help us serve millions of guests. The groups receive a commission on their concession sales, which in turn, goes back to the community. In 2008, Sportservice contributed an estimated $13 million to communities across the United States by virtue of this program.

SO3 Percentage and total number of employees trained in organization’s anti-corruption policies and procedures.

All management employees annually review the Delaware North Companies Code of Conduct. The company strives for 100-percent completion of the compliance certificate that is included in the Code of Conduct booklet.

The Corporate Compliance Committee, chaired by Charles Moran, president of Delaware North Companies, and now in its six year of existence, meets quarterly to review current matters and to review and audit our policies and procedures to ensure the company continues to foster a culture of ethical behavior. The committee is a forum for open discussion on compliance matters and process improvement.

Employees are encouraged to act ethically and also to be in compliance with applicable laws and company policies. Employees with questions or concerns are encouraged to contact their supervisors or a member of the senior management team, or to call the Associate Hotline. The Associate Hotline is operated by an independent third party, and allows employees to report wrongdoings or compliance concerns confidentially and anonymously.


Product Responsibility Performance Indicators

PR5 Practices related to customer service satisfaction, including results of surveys measuring customer satisfaction.

An intensive data-driven customer service/continuous improvement process called GuestPath® is in place in all Delaware North locations. Supported by guest e-surveys, quality assurance audits through mystery shoppers and service training, GuestPath® helps Delaware North employees meet the challenge of making each guest a satisfied customer.

GuestPath® is comprehensive, covering everything from standards and training to measurement to rewarding our employees and closing gaps in performance. GuestPath® is now firmly in place at all Delaware North locations, meaning employees are trained in its techniques and standards at our 200 venues.

Contact us:Delaware North Companies40 Fountain PlazaBuffalo, NY 14202USA716.858.5000www.DelawareNorth.com

putting our mark on the world. - delaware northitdocs.delawarenorth.com/pp/greenpath...

Documents