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SUSTAINABILITY

SUSTAINABLE TOURISM POLICY

At Wave Resort, we believe that tourism cannot exist in isolation and can thrive only through close collaboration with the local community. Without a serious and responsible approach to the environment to achieve a harmonious balance with nature, our business could not develop and exist in the future.

Sustainable Development Strategy of Wave Resort:

Sustainability encompasses all aspects of operation and lifestyle in our hotel. Our goal is to provide world-class services to our guests while striving for social and economic progress for all stakeholders and reducing our environmental footprint.

  • Resource Optimization: Hospitality is a resource-intensive industry, and our aim is to reduce the environmental load. We focus on optimizing resource usage and management, as well as increasing opportunities for waste reuse and recycling.
  • Biodiversity Conservation: With awareness of the global loss of habitats, we understand the impact on natural systems and organisms with whom we share this planet. We strive to protect and raise awareness about the flora and fauna in the diverse and sensitive habitats in and around our hotel.
  • Cultural Heritage: Our unwavering love for Bulgaria and its culture motivates us to preserve and share the country's rich and diverse heritage with our guests while striving to maintain our unique authenticity.
  • Supporting the Local Community: We are committed to transferring the economic and social benefits of sustainable tourism to the community by developing and supporting local livelihoods.
  • Work Environment: As a team of people working together, we are committed to providing our associates with an enriching and equitable work environment that promotes employee satisfaction, well-being, and empowerment. Through personal and professional development opportunities and organized interest-based events, we encourage a holistic workplace experience characterized by exploration, growth, and innovation.

Wave Resort has developed the following policies based on the concepts of the comprehensive sustainability strategy:

  • Environmental Protection Policy
  • Quality Management Policy
  • Health and Safety Policy
  • Local Community Policy
  • Human Resources Policy
  • Child Rights Protection Policy

Our Commitment to Sustainability, Quality, and Community Plan 2025

To achieve our sustainable development goals for 2025, we plan the following:

1) ENVIRONMENTAL PROTECTION POLICY

  • Reducing energy consumption compared to 2024. We will inform our entire team and guests about this goal and remind them through all available channels (signs, pictograms, TV channel, guest relations tablet at reception). By the end of the 2025 season, we aim to reduce energy costs by 3% (kWh per overnight stay), despite introducing new services that align with our policy of delivering high product quality—one that not only meets guest expectations but also creates a “WOW effect.” Responsible: General Manager, Guest Relations Manager, and the entire management team.
  • Reducing water consumption compared to 2024. We will inform our team and guests and reinforce this through all available channels. We will also organize initiatives to support this goal. Target: Reduce water consumption per guest by 3% by the end of 2025, despite new service introductions. Responsible: General Manager, Guest Relations Manager, and the entire management team.
  • Reducing landfill waste compared to 2024 (based on guest numbers). We will separate all waste streams, including glass, paper, cardboard, etc. Cardboard packaging will be compressed and delivered separately. Suppliers have been informed that we are phasing out large packaging to reduce plastic use and conserve paper and cardboard resources. Responsible: General Manager and Procurement Manager.
  • Reducing printed paper usage. We will print only what is necessary and use second-hand or double-sided paper for internal use. Responsible: Front Office Manager and Guest Relations Manager.
  • Replacing plastic trays and some disposable utensils with wooden alternatives. Replacing plastic straws with cardboard ones is a priority by the end of the 2025 season. Responsible: Food & Beverage Manager and Procurement Manager. Plastic cups were fully replaced with cardboard and polycarbonate ones last season.
  • Identifying further opportunities for reuse or recycling of materials. Responsible: Entire management team, in direct coordination with their staff.
  • Replacing paper towel dispensers in restrooms with hand dryers. This will continue until full replacement is achieved. Responsible: Housekeeping Manager.
  • Reducing the use of potentially harmful chemicals compared to 2024. We aim to find biodegradable or natural alternatives and have informed our chemical suppliers of this goal. Responsible: Procurement Manager, Pool Supervisor, Housekeeping Manager.

Overall waste reduction target: 1% by the end of the 2025 season.

2) HEALTH AND SAFETY POLICY

Fire Safety:

  • Monitoring evacuation routes, fire safety equipment, and fire alarms in accordance with legal and system requirements. Responsible: Maintenance Manager and HR Manager.
  • All employees will continue to receive training/refresher training on fire extinguisher use and evacuation procedures. Responsible: Each manager for their department.
  • Our emergency response team is ready to act in case of fire hazards at any location, any time. Responsible: Entire Emergency Response Team per the 2025 Emergency Plan.

Emergency Preparedness:

  • Emergency action plans are displayed on staff boards. We plan emergency simulations to ensure real readiness. Responsible: Maintenance Manager.
  • At least two staff members per shift are trained in first aid until medical help arrives. We also have doctors on call 24/7. Responsible: General Manager.

Safe Work Environment:

  • We provide and maintain a practical, safe, and secure work environment where health risks are controlled. Responsible: Maintenance Manager and HR Manager.
  • We ensure adequate facilities and procedures for workplace well-being. Responsible: Maintenance Manager and HR Manager.
  • We guarantee that employees are fully trained in their responsibilities and receive all necessary information, training, and supervision. Responsible: Department managers for their teams.

Food Health and Safety:

  • Strict adherence to HACCP guidelines. Responsible: Food & Beverage department managers for their teams.
  • We provide the necessary organization, expertise, experience, and resources for inspection and auditing to ensure effective food and hygiene management throughout the resort. Responsible: Guest Relations Manager and General Manager.

Other:

  • We maintain constant vigilance for irregularities and assess risks across all areas based on frequency and severity. Responsible: All managers.
  • Preventive maintenance of buildings and equipment is a continuous commitment to ensure a safe environment. Responsible: All department managers.

3) LOCAL COMMUNITY POLICY

  • Integration: Respect, support, and promotion of local culture, regulations, and environmental protection. Responsible: All department managers.
  • Collaboration: We maintain ongoing dialogue with the local community to understand its needs and contribute to its progress through responsible behavior. We plan at least two initiatives in 2025, selected by colleagues living in Aheloy and Pomorie. Responsible: All managers residing in Aheloy and Pomorie.
  • Suppliers: We prioritize purchasing local products to strengthen the community’s economic and social development, provided they meet our standards for quality, pricing, and health and safety. Responsible: Executive Chefs and Procurement Manager.
  • Employment: We prioritize hiring local staff to support community development and enrich the cultural diversity of our teams. Responsible: HR Manager.
  1. The scholarship with the Vocational High School of Tourism 'Prof. Dr. Assen Zlatarov' – Burgas to be continued in 2025 

Responsible: Executive Chefs and HR Manager.

4) PRODUCT QUALITY POLICY

The quality of our product is important because we value our guests and respect ourselves and our employer. We strive to deliver service that not only meets but exceeds guest expectations.

Quality Monitoring Procedures:

A) Continuous monitoring of guest experiences:

  • Verbal:
    • We personally ask guests for feedback during daily interactions and record their impressions (praises and complaints) at both receptions.
    • We periodically invite guests to meet with the Guest Relations Manager to share their opinions.
    • Complaints received by phone are recorded and immediately forwarded to the relevant manager for review/resolution.
    • Constant contact with tour operators and immediate response to negative comments.
  • Written:
    • Social media
    • Email
    • Surveys

B) Guest complaint handling procedure: Two complaint registers are available to guests—at the main reception and Guest Relations reception.

C) Staff training: Introductory training includes sustainability topics, service culture, HACCP and general safety, and flash trainings for department-specific tasks.

D) Monitoring guest feedback on social media: Weekly management meetings to discuss guest comments help us find resource-efficient solutions to prevent recurring complaints.

E) Measurable quality goals: We continuously compare our current performance against set targets:

  • HolidayCheck – 97%
  • Booking.com – 9.4/10
  • Exely platform surveys – 9.3/10

Guest complaints must be addressed within 24 hours. We work continuously to inspire guests to return for another unforgettable vacation at Wave Resort. We track the number of guests who recommend us on social media—another measurable quality goal. We are pleased to see growth in this area and will continue working on it in 2025.

Although the General Manager holds ultimate responsibility for quality assurance, quality is the responsibility of the entire management and every team member.


5) HUMAN RESOURCES POLICY

  • In 2025, we continue to guarantee respectful and fair treatment of colleagues—free from any form of discrimination.
  • We have procedures to ensure equal development opportunities for every team member, based solely on their job performance.
  • We encourage professional fulfillment through objective and transparent processes that promote continuous learning and improvement.
  • We maintain a fair compensation and benefits policy aligned with the social and regulatory framework.
  • We foster working relationships based on dialogue and cooperation.
  • Inclusion is a core value in our international team.

We have an anonymous complaint procedure for staff—our suggestion box in the canteen remains available.

6) BIODIVERSITY

  • Beach Clean Up by our staff - In 2025, we continue to clean up the beach in front of our resort on a daily basis

Responsible: HK Manager

  • Cleaning campaigns with the guests - Beach and eco-path to Pomorie - goal: to raise guests' awareness of their responsibility towards the place where they spend their vacation – twice during the season

Responsible: Guest Relations Manager and HK Manager