2012-2013 ANNUAL REPORT - Elior Group · with Newrest. For 2013-2014, our two main contract...

BECAUSE THE WHOLE EXPERIENCE MATTERS

2012-2013 ANNUAL REPORT

CONTENTS02 INTERVIEW WITH ROBERT ZOLADE,

CHAIRMAN OF THE SUPERVISORY BOARD04 INTERVIEW WITH GILLES PETIT,

GROUP CHIEF EXECUTIVE OFFICER 06 ELIOR’S MANAGEMENT TEAM 08 HIGHLIGHTS OF 2012-201310 KEY FIGURES FOR 2012-201312 OUR HUMAN CAPITAL14 OUR BRAND CAPITAL

38 INNOVATION40 CORPORATE SOCIAL RESPONSIBILITY

36 OUR COMMITMENTS

18 BUSINESS & INDUSTRY20 EDUCATION22 HEALTHCARE24 SUPPORT SERVICES

16 CONTRACT CATERING & SUPPORT SERVICES

28 MOTORWAYS30 AIRPORTS32 RAILWAY STATIONS34 CITY SITES & LEISURE

26 CONCESSION CATERING & TRAVEL RETAIL

ELIOR 2012-2013 ANNUAL REPORT / 1

Please visit our website at www.elior.com for further information

Founded in 1991, Elior has grown into one of the world’s leading operators in the contracted food and support services industry, generating revenue of €5,016.9 million in FY 2012-2013 through 17,500 restaurants and points of sale in 13 countries.

Driven by an unwavering commitment to excellence, our 105,000 passionately professional employees provide personalized catering and service solutions on a daily basis to 3.7 million customers in the business & industry, education, healthcare, leisure and travel markets, taking genuine care of each and every person they serve.

We place particular importance on corporate social responsibility and have been a member of the United Nations Global Compact since 2004. Our corporate philosophy – which is centered on quality and innovation as well as relations with others and the community at large – is clearly reflected in our motto:

“Because the whole experience matters”.

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“WE HAVE TO DARE TO PUSH AHEAD EVEN IN A CHALLENGING ECONOMIC ENVIRONMENT”

HOW WOULD YOU SUM UP ELIOR’S PERFORMANCE TO DATE?Although the economic environment was still generally lackluster in 2012-2013, we managed to strengthen our positions in our main markets, and our distinctive business model, which combines contract catering with concession catering, once again proved its resilience. Thanks to our strategy of gradually winning leadership through both organic and acquisition-led growth, after just 22 years of existence we have become one of the top three players in Europe in our two core businesses. We laid the foundations for our future growth during 2012-2013 by reinforcing our positioning and winning, renewing or extending a number of large-scale contracts, and we also reached a new milestone by topping the €5 billion revenue mark.

AND HOW IS ELIOR PREPARING FOR THE FUTURE?We have implemented an audacious strategy over the past two years, making major acquisitions in Italy, France and Spain. We had to dare to push ahead to win market positions in countries that were going through very difficult economic times and to seize opportunities to develop our business in the right conditions. For example, we always believed in the ability of the markets in Southern Europe to get back on track. The benefits of these acquisitions are feeding through and in contract catering we are now joint leader in France and number one in Italy and Spain. At the same time, we are number

ROBERT ZOLADECHAIRMAN OF THE SUPERVISORY BOARD


INTERVIEW

two in the European concession catering market and are rapidly growing in the support services industry. Our teams successfully saw through each acquisition as well as the subsequent integration processes and the results we achieved in 2012-2013 show that we have got our strategy right. In addition, our recent developments in the United States bode well for the future. Following our 2013 takeover of TrustHouse Services – the fourth largest contract catering player in the education and healthcare markets in the United States – we now have a very strong springboard for growth in our U.S. contract catering business. The same is true for concession catering, where our growth will be led by the numerous contracts won by our subsidiary Áreas, which has become an unrivalled player in the U.S. airports and motorways sectors. We now have a solid presence in our two core businesses of contract catering and concession catering in the United States - the world’s major market in our industry - and we aim to become a leader there in both businesses. We could say, in a way, that the U.S. is our new frontier.

YOU’RE VERY CONFIDENT IN ELIOR’S FUTURE THEN?Yes, very. We’ve been able to reinforce our market positions by gradually broadening our national and international reach and diversifying our business portfolio. Thanks to the quality and responsiveness of our teams we now have a wide geographic coverage and a very solid skills base to draw on to ensure

our sustainable and profitable growth in the long term. With the active backing of our current and future shareholders and the committed involvement of our 105,000 employees we fully intend to pursue our corporate strategy of becoming a new global leader in the contracted food and support services industry.


“WE HAVE STRENGTHENED OUR LEADERSHIP POSITIONS IN EUROPE AND STEPPED UP THE PACE OF EXPANSION IN THE UNITED STATES”

HOW DO YOU VIEW ELIOR’S PERFORMANCE IN FY 2012-2013?We delivered a robust operating performance during the year despite the generally unfavorable economic environment. Consolidated revenue climbed 12.4% coming in at over €5 billion, and our EBITDA margin rose by 0.3 of a point to 8.4% of revenue. Our teams proved their ability to adapt their structures and costs to the eroded market conditions, to focus on profitable contracts and to pursue our strong business development.

HOW DID THE CONTRACT CATERING BUSINESS DO?Revenue for our Contract Catering & Support Services segment advanced by 14%. Organic growth in France accounted for 3.8 points of this rise, led by the ramp-up of existing contracts as well as new contract wins. Our other operating countries in Europe reported revenue declines, however, due to the economic crisis and our deliberate decision to withdraw from certain unprofitable contracts. The segment’s overall EBITDA margin nevertheless widened by 0.8 of a point to 8.3%.This performance enabled us to consolidate our leadership positions and confirm our number one ranking in the contract catering markets in France, Italy and Spain. In all three of these countries we captured market share during the year and enhanced our contract catering client retention rate. Our sales development was strong and we won a number of major contracts, including with Medica in the Healthcare sector and London South Bank University in the United Kingdom, as well as for schools in Andalusia in Spain, on-board catering services for high-speed trains in Italy, France and Spain, and facilities management services for the Quai Branly museum in Paris.

HAVE THE COMPANIES ACQUIRED IN 2012 BEEN EFFECTIVELY INTEGRATED?During 2012-2013 our teams successfully continued the integration process for Ansamble in France and Gemeaz in Italy,

GILLES PETITGROUP CHIEF EXECUTIVE OFFICER


INTERVIEW

both of which we acquired in 2012. And in April 2013 we entered the U.S. contract catering market by acquiring TrustHouse Services (THS). With annual revenue of $440 million, THS is the fourth largest player in the U.S. healthcare, education and corrections markets. Our acquisition of THS represents a major move for us and is a key aspect of our future growth strategy.

HOW DID THE CONCESSION CATERING BUSINESS ADAPT TO THE DIFFICULT ECONOMIC ENVIRONMENT?Our concession catering revenue climbed 8.9% over the year, including the effect of fully consolidating Áreas. Growth was strong in the United States, driven by the gradual re-openings of the rest areas that have been fully renovated along the Florida Turnpike, and by revenue increases at the ten U.S. airports where Áreas has operations. In France, Belgium, Italy and Germany, revenue remained stable as a whole, in line with the overall economy, and the management of our concessions operations was adapted accordingly. In Spain and Italy, revenue was adversely affected by lower motorway traffic volumes and, to a lesser extent, by a decrease in passenger numbers in airports. The recent measures we have

taken in these two countries to adapt our structures and costs to the economic situation have helped to pave a very promising path for the future. Against this backdrop, EBITDA margin rose by 0.6 of a point to 11% of revenue for France, Belgium, Germany and Italy combined. For Áreas it narrowed by 2.5 points to 5.2% in Spain, but widened by 4.6 points to 7.6% in the United States.On the sales front, Áreas won the tender for Madrid Barajas airport, which gave it the largest contract in its history, representing 47 food and beverage outlets and other points of sale. In Paris, business was buoyed by the opening of the new Hall 2 in Gare de Lyon railway station in June. The fact that we can win this type of major contract demonstrates our capacity to bring together exceptional portfolios of catering concepts and brands and to offer services tailored to the needs of both the public and our concession grantors.

HOW IS FY 2013-2014 LOOKING SO FAR?We expect to see the same momentum as last year. We have already got off to a very good start in contract catering, by winning the large-scale tender for EDF’s sites in France and the United Kingdom. At the same time we have successfully started up

operations under our on-board train catering contracts with Trenitalia (covering some 300 high-speed trains a day in Italy) and with the SNCF (France’s national railway operator), through our partnership with Newrest. For 2013-2014, our two main contract catering objectives remain growing the business and creating value, which will be driven by development in new markets, such as on-board train catering services and meal deliveries, as well as by supply chain enhancements and new fast-food concepts and low-cost offers. We also intend to leverage new food industry techniques, technologies and marketing innovations to provide best-in-class services for our clients and guests.In the concession catering market, our revenue for 2013-2014 will feel the full benefits of the re-opening of rest areas along the Florida Turnpike and the Interstate 95 in Maryland in the United States, as well as the ramp-up of the Madrid Barajas airport contract and the measures taken by Áreas in Spain to adapt its business models and structures. Meanwhile, the German leisure and motorways markets have now reached cruising speed. We have been able to grow our business over the past 20 years by empowering and placing our trust in our talented teams of managers and by giving them the resources they need to take initiatives while respecting the culture and values on which we have built our success. I firmly believe that we will be able to seize the growth opportunities that arise in the future in order to achieve our goals.


ELIOR’S MANAGEMENT TEAM

1 Gilles Petit Group Chief Executive Officer

2 Guy Soler Group Purchasing and Logistics

3 Jacques Suart Group Communications

4 Robert Zolade Chairman of the Supervisory Board

5 Gilles Cojan Strategy and Partnerships

6 Olivier Dubois Group Chief Financial Officer

7 Agnès Bureau-Mirat Group Human Resources

8 Alexis Salmon-LegagneurContract Catering – Education and Healthcare – France

9 Lino Volpe Contract Catering – Italy

10 Pierre von Essen Contract Catering – Business & Industry – France11 Mike Bailey TrustHouse Services – United States12 Antonio Llorens Contract Catering – Spain and Portugal

1

3

26

7

8

4

9

5

10


GOVERNANCE

13 Gilles RafinSupport Services – France 14 Dominique Pélabon Contract Catering – International15 Sergio Castelli Concession Catering – Italy

16 Bertrand Lozé Concession Catering – France, Germany, Belgium, Luxembourg17 Pedro Fontana Concession Catering – Áreas

18 Jean-François Camarty Concession Catering – City Sites – France19 Oscar Vela Concession Catering – Áreas – Spain and Portugal

20 Xavier Rabell Concession Catering – Áreas – North America

Catherine Roe Contract Catering – United Kingdom (not on photo)

1520

11

1612

17

13

1814

19



HIGHLIGHTS OF 2012-2013

FRANCE

UNITED STATES

ITALY

We won the contract by adopting a completely different approach to the market, with an

offering that is totally focused on the rich diversity of Italy’s gastronomy and the quality

of its produce.

Lino Volpe,Chief Executive Officer, Elior Italy

This contract win is the reward for the hard work put in

by our teams who carried out an individual audit of the specific

needs of all of the care facilities to offer bespoke catering solutions designed in line with the type of care provided at each facility.

Alexis Salmon-Legagneur,Chief Executive Officer, Elior Contract Catering

– Education and Healthcare – France

I saw Elior as the ideal partner

for TrustHouse Services.

Michael Bailey, Chief Executive Officer, TrustHouse Services

Elior wins the on-board train catering contract for Trenitalia high-speed trains, a new market for the Group’s Italian subsidiary.

The Medica group – France’s third largest private healthcare operator – entrusts Elior with providing catering services for its 38 convalescence facilities.

Elior enters the U.S. contract catering market through its acquisition of TrustHouse Services, the fourth largest contract caterer in the U.S. education and healthcare markets.


HIGHLIGHTS

UNITED STATES

UNITED KINGDOM FRANCE

We wanted to take a bold step by proposing a varied

and innovative offering of food and beverage solutions and by placing a particular focus on support services – an area in

which we have built up in-depth know-how through our facilities

management skills.

Bertrand Lozé, Chief Executive Officer, Elior Concession

Catering – France, Germany, Belgium and Luxembourg

We have developed carefully-designed catering and service concepts to encourage students

to stay and eat on campus rather than going into the town center.

Catherine Roe, Chief Executive Officer, Elior UK

We are now perceived as a well-established player in the

U.S. concession catering market, having built up a solid relationship

of trust and confidence with our concession grantors over

the last six years.

Pedro Fontana,Chief Executive Officer, Áreas

Elior gains a strong foothold in the UK university campuses market, first winning a contract with the University of Chichester and then with London South Bank University.

Guillaume Pepy, Chairman of the SNCF, inaugurates the new Hall 2 at Gare de Lyon railway station in Paris, together with the wide range of innovative catering concepts and services proposed by Elior.

In the summer of 2013, Áreas is awarded the concession for three new points of sale at Los Angeles airport and opens 34 eateries and shops in five completely modernized rest areas along the Florida Turnpike, the second largest toll road in the United States.

For further information on our operations in Italy and the United States please visit www.areasusa.com and www.elior.it


17,500 RESTAURANTS AND POINTS OF SALE

3.7 MILLIONCUSTOMERS EACH DAY

13 COUNTRIES WORLDWIDE

KEY FIGURES FOR 2012-2013

● Charterhouse 62.4%

● BIM(1) 24.75%

● Chequers 7.85%

● Other 5%

OWNERSHIP STRUCTURE

(1) Bagatelle Investissement et Management, which is wholly controlled by Robert Zolade.

Thanks to the successful notes issue carried out in April 2013 we have been able to diversify our sources of financing and strengthen our financial structure.

Olivier Dubois, Group Chief Financial Officer

REVENUE BY BUSINESS SEGMENT AND MARKET SECTOR (absolute values and as a % of the total)

● Motorways 36%

● Airports 38%

● City Sites & Leisure 26%

CONCESSION CATERING & TRAVEL RETAIL

€1,528.7 million30.5%

CONTRACT CATERING & SUPPORT SERVICES

€3,488.2 million 69.5%● Business & Industry

46%● Education

28%● Healthcare

26%

2012-2013

CONSOLIDATED REVENUE BY REGION (absolute values and as a % of the total)

2012-2013

FRANCE€2,816.8 million

56.1%INTERNATIONAL

€2,200.1 million43.9%

including 9% in the U.S.(1)

for the year ended September 30, 2013

€5,016.9 million IN CONSOLIDATED REVENUE

(1) Full-year pro forma revenue


KEY FIGURES

THREE-YEAR CONSOLIDATED REVENUE GROWTH BY BUSINESS SEGMENT AND MARKET SECTOR (absolute values and as a % of the total)

THREE-YEAR REVENUE GROWTH(in € millions)

255.4

179.8

83.7

238.9

175.2

70.5

286.5

225.8

2010-2011 2011-2012 2012-2013

4,158.3

2010-2011

4,464.4

2011-2012 2012-2013

5,016.9

THREE-YEAR GROWTH IN RECURRING OPERATING PROFIT (in € millions)

● Concession Catering & Travel Retail ● Contract Catering & Support Services ● Total

Business & Industry 50% Education 27% Healthcare 23%


€2,813.8 million67.7%

● Motorways 39%

● Airports 34%



€1,344.6 million32.3%

2010-2011



€3,060.7 million68.6%

● Motorways 38%

● Airports 36%



€1,403.7 million31.4%

2011-2012



€3,488.2 million 69.5%

● Motorways 36%

● Airports 38%



€1,528.7 million30.5%

2012-2013

69.6


OUR PEOPLE ARE THE KEY TO OUR SUCCESSWelcoming, catering for and taking care of millions of people around the world in the healthcare, education, business and travel markets is a big responsibility. For every-one – whether employees, school children, students or passengers – lunchtime is an important moment for relaxing and recharging their batteries. In this respect our teams play a key role in offering a personalized and caring service that helps us stand out from others. Their actions and attention to detail contribute to the well-being of our guests and customers on a daily basis.

DIVERSE CAREER OPPORTUNITIESIn both of our core businesses we offer our employees diverse career opportuni-ties. Two hundred different types of job exist within the Group – including head chef, receptionist, sector manager and product manager to name but a few – which means that we can take on a wide range of talents. We have put in place programs for the accreditation of experience-based learning and favor internal promo-tion at all levels of responsibility. We also encourage mobility, which is an important factor for employee motivation, and take care to give everyone the possibility of building their skills and expertise. For example, each year in France over one hundred Elior employees (55% of whom were women in 2012-2013) are awarded

an off icially-recognized vocational diploma – the Certificat de Qualification Professionnelle.

A RECOGNIZED ABILITY TO INTEGRATE NEW TEAMSOur ability to seamlessly integrate new teams is recognized by our clients who entrust us with taking over their in-house catering and/or cleaning. In France, over 2,000 people join Elior each year through transfers from our clients, giving them wide career development opportunities.

BECAUSE THE WHOLE EXPERIENCE MATTERS: OUR 105,000 PEOPLE ARE PROUD TO WORK FOR ELIOR Our corporate motto, “Because the whole experience matters”, expresses our overriding mission of taking care of each and every customer. In practice, this translates into a commitment to quality and innovation, and to our relations with others and the community at large – a commitment that our people put into practice on a daily basis.

ELIOR IS NAMED AS ONE OF THE 25 BEST

BIG COMPANIES TO WORK FOR IN THE UK

Elior UK is the first ever contract caterer to be included in the

Sunday Times ranking of the 25 Best Big Companies to Work For, which

measures and acknowledges excellence in workplace engagement

and management’s investment in employees’ skills.

We conduct our contract catering business directly at our clients’ sites and it’s the close working relationships our teams know how to create and the quality of service they provide that makes the Elior difference.

Dominique Pélabon, Chief Executive Officer, Elior Contract Catering – International


OUR HUMAN CAPITAL

These integration processes are just one aspect of our f irm belief that happy employees equals happy customers.Another way we invest in our people is through our long-standing commitment to developing their employability and ensuring that they feel professionally fulfilled. We have put in place a number of different measures to achieve these objectives including programs that reco-gnize and reward skills and expertise. The success of this policy lies in two-way communication between employees and their line managers as well as the relation-ship of trust built up between them.

SETTING THE STANDARDIn the United Kingdom, our “eXperience” training program – which is focused on customer satisfaction – won the Training Journal’s “Best Customer Service Pro-gramme of the Year” award in 2013. Under this program, employees at each of our UK sites select a peer who they feel delivers a great customer experience to become a Service Champion and these Service Champions deliver the eXperience training to colleagues through a number of interactive modules.

ENTREPRENEURIAL MANAGERS For over 20 years now, our success has been grounded in a strong entrepreneurial culture that is continually enriched by integrating new talent and is underpinned by our successful mix of organic and acquisition-led growth. Following on from our acquisitions of Ansamble in France, Gemeaz in Italy and Alessa in Spain in 2012, TrustHouse Services joined the Group in 2013, which gave us our first foothold in the U.S. contract catering mar-ket. In all of the countries where we have operations, we have been able to success-fully develop our business and hold firm despite the challenging economic environ-ment thanks to the energizing leadership of our local managers who are the best placed to understand the trends and develop-ments in their markets and the diverse requirements of their customers.

Every year in France, Elior recruits 5,000 people on open-ended contracts and 1,000 people on work-study programs. The profiles of our recruits reflect the wide diversity of today’s society because at Elior we give everyone a chance, whatever their background, education or experience. Our recruitment channels are open and accessible to all, and our managers are given specific training in non-discriminatory practices and equal opportunities.

5,000 PEOPLE HIRED ON OPEN-ENDED CONTRACTS IN FRANCE

Elior UK wins the Personnel Today 2013 Award

for Excellence in Learning and Development

Camelia award ceremony at the Executive Meeting in December 2013 Follow us on Elior Carrières

Our contract catering and support services businesses depend above all on the professionalism and engagement of each and every one of our people. We will only be able to achieve our ambitious development goals if we mobilize and develop the skills of each employee on a daily basis

Agnès Bureau-Mirat,Senior Vice-President, Group Human Resources


ELIOR, A UNIQUE BRAND CAPITAL

FRANCE

INTERNATIONAL

PRESTIGIOUS SITESWe also operate in prestigious and iconic venues throughout Europe, in the worlds of culture, sport and leisure.

In 2011, Elior became the overarching brand name for the Group’s contract catering and support services operations in Europe. In the space of just two years it has propelled itself to the rank of second most well-known brand in its industry in France. In a brand recognition survey carried out by Elior in conjunction with TNS Sofres in 2013, we received the best ratings for brand image in our French markets. Our corporate motto “Because the whole experience matters” perfectly matches our underlying strengths of reliability, expertise and high-quality customer relations.

The Elior brand name is a flag that unites all of our people, brings added value to our clients and reassures and attracts both investors and talent. It has strategic value and is a major component of the Group’s intangible capital.

Jacques Suart, Group Chief Communications Officer

A master in customer careOur chefs are well known for their culinary talents, but it’s how they take care of our customers that makes the Elior difference – because we are dedicated to making customers delighted with the whole Elior experience of service.

Nathalie, an Elior chef since 2002

Because the whole experience matterswww.elior.com


OUR BRAND CAPITAL

CONTRACT CATERING

FRANCE ITALY

BUSINESS & INDUSTRY HEALTHCARE EDUCATION

SPAIN UNITED STATES SPAIN, UNITED STATES, MEXICO, CHILE

ITALY UNITED KINGDOM

CONCESSION CATERING

OUR COMPANY BRANDS We also operate under several company-level brand names, both in France and internationally, enabling us to meet particular demands or factor in specific regional characteristics.

DIRECTLY-OWNED CONCEPTS


FRANCHISED CONCEPTS

A UNIQUE PORTFOLIO TO PARTNER OUR CLIENTS We have a broad, unique portfolio of concepts and banners to respond to consumers’ diverse needs and expectations.



ELIOR – BECAUSE YOU DESERVE

THE BEST



At all of our sites, ranging from corporate headquarters to factories, nursery schools to universities, and hospitals to retirement homes, we offer a relaxing dining experience, with catering formats that combine nutritional balance with food pleasure. Drawing on our strong contract catering culture and an approach that is adapted to each market segment, we mark our difference through our innovative concepts that can be tailored to meet widely diverse requirements. Our overall offering in this segment is rounded out with a broad range of cleaning and facilities management services.

15,100 RESTAURANTS

No. 3IN THE EUROPEAN CONTRACT CATERING MARKET

No. 4IN THE U.S. EDUCATION AND HEALTHCARE SECTORS

No. 1IN ITALY AND SPAIN

Please visit our website at www.elior.com for further information.

Joint leader IN FRANCE

We excel in the middle market where we are often in competition with in-house solutions. Taking on services that used to be self-managed represents over half of our new contracts. We know that we can offer our clients solutions that provide better services at very good value for money. In addition, the average size of our contracts gives us good stability, as demonstrated by our 95% client retention rate.

Mike Bailey, Chief Executive Officer, TrustHouse Services

Our understanding of our clients’ strategic goals has enabled us to shape our business model by segmenting our offerings and proposing innovative concepts that enhance quality while keeping tight control over costs. This approach is one of the keys to our success and has helped us gain the number one position in our market in Italy.

Lino Volpe, Chief Executive Officer, Elior Italy


CONTRACT CATERING BUSINESS & INDUSTRY

SOLUTIONS ADAPTED TO THE ECONOMIC CLIMATEIn our European markets, we have developed formats for businesses that are seeking to reduce their capital spending in view of the difficult economic context. For example, our Smart Food concept that we launched in Italy in 2013 for companies with between 100 and 300 employees has won over a dozen clients in just a few months. Through this concept, Elior Italy provides a turnkey solution based on a 20 sq.m. kitchen-counter and offers a selection of nutritionally-balanced and varied menus that are prepared in a nearby central kitchen (pasta, pizzas etc.). The Smart Food counter set up at BNP Paribas in Milan has resulted in a rise of over 60% in the number of people using the company restaurant. In France, we propose self-service offerings that are specifically tai-lored to suit each particular company and the needs of the guests who work there.

CAFETERIAS AND FAST FOOD During 2012-2013, we continued to strengthen our fast-food offerings through both directly-owned and franchised brands, with a view to meeting the needs of customers on the move who are looking to grab a quick lunch but still want a choice of dining options. At SFR’s new headquarters building in Saint-Denis, France, we added a Paul outlet to the existing two self-service restaurants. Similarly, for clients located in the La Défense business area in Paris, Arpège has designed an offering based on eight complementary formats including a sushi bar, a Monop’Daily convenience and delicatessen

store, an Illy café and a Bonsens outlet. The Bonsens concept proposes both a menu-based and a self-service option, with a wide variety of products that can either be taken out or eaten on site in specially-designed dining areas. Just a few months after it was launched this concept had already been taken up by a dozen clients, inclu-ding BNP REPM.In Spain, Serunión’s new offering Bites Takeaway meets the same demand for fast food that combines freshness, flavor, pleasure and nutritional balance. Specifically-designed dis-play counters are used to propose a very wide choice of ultra-fresh produce, such as salads, sushi, panini, fajitas, wraps, and nachos with cheese and guacamole. Bites Takeaway is a com-pletely modular offering that can be added on to a traditional self-service solution, either during or outside of meal times, or can take the form of a mobile cart.

VIP DINING We also offer our business & industry clients personalized VIP dining services ranging from occasional executive meals to the management of executive dining suites with a dedicated chef. We have entered into a partnership with the two Michelin-starred chef, Matthieu Viannay (owner of the La Mère Brazier restaurant in Lyon, France), for the executive dining suite that we manage at Bayer Cropscience’s headquarters. Likewise, Airbus’ executive dining suite in Tou-louse, which is managed by Arpège, draws on the expertise of Michel Sarran, another chef who has two Michelin stars. For sites who cater for VIP visitors on an occasional basis we have

ATTRACTIVE FORMATS ADAPTED TO AN INCREASINGLY CHALLENGING CONTEXTIn our traditional business & industry markets we have developed high-quality, segmented offerings that take into account the diverse needs of our clients and customers and increasingly include fast-food solutions. Among our new markets, the corrections sector has particularly high growth potential.

At our existing sites we have managed to do much more than just hold up in the lackluster economic environment. Instead, we have considerably developed our fast-food solutions, which rather than taking business away from our traditional self-service restaurants have proved to be extremely complementary.

Pierre von Essen, Chief Executive Officer, Elior Contract Catering – Business & Industry


ENTREPRISE

developed a new concept called Bistronomie, which proposes a premium menu with all the trimmings that make executive dining a success, such as specially-selected tableware, elegant table design and sophisticated food presenta-tion.

CONTRIBUTING TO OUR GUESTS’ OVERALL WELL-BEINGIn the United Kingdom, Elior UK has launched a program called “You & Life” which is designed to give both customers and staff the informa-tion they need to make nutritionally appropriate choices. Just one aspect of this holistic program involves providing nutritional information about the dishes proposed, such as sugar and salt content, to help guide guests in their food choices. We have also made a Group-wide pledge to reduce the use of artificial trans fats because a diet high in trans fats can lead to health problems.

THE CORRECTIONS SECTOR – A GROWTH MARKET Drawing on our established presence in the cor-rections market in South-East France, in 2012-2013 we created a specialized structure to bet-ter meet the market’s specific needs. We now provide catering services at five correctional facilities in France – in Nantes, Lille Annoeullin, Lorient, Angers and Réau (a suburb south of Paris) – and we also manage canteens where prisoners can buy everyday products. In the United States, TrustHouse Services generates 13% of its revenue in the corrections market, with proven expertise in catering for both local and regional correctional facilities.

EASYPASS.ELIOR.COM What’s on the menu?

Is it a good time to go to lunch?Do I need to top up my account?

Our new application, easypass.elior.com – which is available for smartphones, tablets and PC – answers these three frequently-

asked questions in real time. Guests can use the app to top up their account, get an idea of how much free seating there is in their company restaurant and view the day’s menus. Following a

successful field test at SFR’s new headquarters in the north of Paris, easypass.elior.com is now ready for a large-scale rollout.


PROVEN EXPERIENCE IN THE EDUCATION SECTORIn the education sector we seek to offer children nutritionally-balanced menus that include seasonal products and provide the variety and diversity that they find attractive while giving them a taste for healthy eating. Our teams rise to this challenge when serving meals to over a million children every day.

CONTRACT CATERING EDUCATION

Young children and teenagers test out our flavors and tastes, as part of a project conducted

in conjunction with the research center of the Institut Paul Bocuse catering school.

In Spain, our revenue continued to grow during the year, in a country where the unemployment rate is over 25%. Given the strong price pressure currently facing Spanish schools, our large network of specialized central kitchens is a major asset in this market.

Antonio Llorens, Chief Executive Officer, Serunión


OUR CENTRAL KITCHENS – A MAJOR ASSET In both France and Spain, we have a large network of specialized central kitchens, which are genuine culinary workshops. These kitchens can prepare and deliver over 50,000 quality meals a day, offering value-for-money solutions to municipalities faced with ever-tighter budgets. In Spain, Serunión strengthened its leadership in the Education sec-tor in 2012-2013, increasing the number of daily meals served to pupils and students by 20,000 to a total of 210,000. The contract wins notched by up Serunión during the year cover catering ser-vices for 122 of the 142 schools in Extremadura, 14 state-run schools in Castilla-La Mancha (brin-ging the total to 54) and 23 new schools in the private sector.

MAKING LOCAL PRODUCERS A PRIORITY We believe that it is important to support develop-ment in the regions where we operate and have built up partnerships with over 2,500 producers in France in line with our aim of favoring short supply chains and local, seasonal, sustainably grown and organic products. Thanks to this approach, during the summer of 2013 the local authorities in the Rhône region of France entrusted us with providing catering services for six of their secondary schools on the strength of our proposal to source a significant proportion of our ingredients from local producers. Also in 2012-2013, we were awarded a catering contract for 27 schools and the early childhood daycare facilities run by the municipality of Hyères, in the south of France, not least due to our pledge that 90% of our supplies will be fresh local produce. Similarly, the municipality of Strasbourg renewed its contract with l’Alsacienne de Restauration for its nursery and elementary schools and child day-care facilities, based on an offering that includes between 20% and 40% organic and fair trade pro-duce.

OFFERINGS TAILORED TO DIFFERENT AGE GROUPSWithin our Education offerings we propose solu-tions that are adapted to each specific age group. For instance, at Douai in the north of France the Saint-Jean school complex selected our Restaurant des Tout-Petits concept for its nursery school, the Self qui fait grandir for its elementary school and the Open Café for its secondary school. The Self qui fait grandir solution is one of our flagship concepts that we have introduced in 359 schools

and which was further updated during the year. It enables children to eat at their own pace and have an element of choice in their meals as they can select a starter, dairy product and dessert from several options presented in a buffet. The product choices offered for these optional items all have the same nutritional values, as part of the overall objective of ensuring that children have a balanced meal. Fun and educational signage is also dis-played in the dining area giving information about the fundamentals of healthy eating. The Open Café concept, which was also updated in 2013, offers secondary school and university students an alternative to the traditional self-service canteen. The type of products proposed change throughout the day and guests can choose to either eat in or take away.

A PIONEER IN EXTRACURRICULAR CARE The legislation introduced in France in September 2013 to reform school hours has opened up new growth potential in extracurricular care – an acti-vity that is highly complementary with school catering. Drawing on the expertise of our specia-lized subsidiary NSTL which runs children’s vaca-tion and daycare centers, we moved ahead in this market in 2012-2013 by partnering several muni-cipalities in organizing the new extra-curricular activities put in place as a result of the reform. For example, in Les Mureaux in the western suburbs of Paris, since September 2013 we have been res-ponsible for supervising and coordinating activities for some 3,000 children in the town’s 18 schools during the lunch break. We also provide the same type of services in eight elementary schools in Paris. Meanwhile, in Spain, our long-standing experience in both school catering and extra-curricular care has propelled Serunión into the leading posi-tion in the education market, with 6,500 “moni-tores” who oversee extracurricular activities.

250NEW RECIPES for our “plateful of ideas” menus were devised by our expert chefs and dieticians in France, before being tested and approved by the children themselves.

7,500SCHOOL CANTEENS

1.5 MILLION CHILDREN AND STUDENTS catered for each day in Europe and the United States

.

GAINING A FOOTHOLD IN THE UNIVERSITY MARKET Elior UK won contracts with several UK universities in 2012-2013,

thanks to a wide range of innovative concepts – such as Umami (Asian soups) and Pizza Foundry – which rival the appeal of main-street

brands. Two examples include Chichester University in Sussex which has entrusted Elior UK with completely overhauling the food and beverage

offerings at its two campuses, and London South Bank University which was impressed by Elior UK’s proposal of nine different outlets

with highly-varied offerings.


CONTRACT CATERING HEALTHCARE

PARTNERING MAJOR HEALTHCARE OPERATORSDuring 2012-2013 major networks of clinics and private hospitals once again placed their trust in Elior. One example is Général de Santé – France’s largest private hospital group – which after field testing our proposed offering for 12 months, renewed its contract with us for a further five years for the provision of catering, specialized cleaning and healthcare hospitality services. Our offering for Général de Santé encompasses a range of modular services adap-ted to the specific characteristics of each of its 80 establishments, including specialized nutri-tional protocols as part of the Itinéraire du Patient Optimum concept, snack trolleys, and recipes that are specially adapted to the tastes and nutritional requirements of cancer patients. We have also created exclusive order- management software to facilitate information exchange with the establishments’ staff.Also during the year, we were awarded a contract by Medica – France’s third largest private healthcare operator – to provide cate-ring services for its 38 convalescence facilities, following an in-depth audit carried out by our teams on the specific requirements of each site. A Medica-Elior Partnership Guide has been drawn up, which sets out our service commit-ments and undertakings, with a view to ensu-ring the quality of our service relationship throughout the contract. In the United Kingdom

we signed a five-year contract with the Hanover group (a leading UK specialist in retirement housing with 70 Extra Care estates across the country), winning two of the three contract catering tenders put out by this group. And lastly in Spain, Serunión won a contract with the Geriatros group for catering services for ten retirement homes.

CATERING SOLUTIONS FOR ALL TYPES OF PATHOLOGYThanks to our many years of experience we have built up unrivalled expertise in catering for the healthcare sector, with concepts that are tailored to the specific requirements of each different pathology, and particularly age-rela-ted pathologies. For example, our Energie Saveurs concept, which is aimed at combating malnutrition, has delivered scientifically-proven results. In 2012-2013, our teams launched a new easy-to-eat and drink format called Faciles à Manger, Texture Pommade, designed for people with multiple disabilities. This new for-mat is the outcome of a year’s research and testing, conducted in partnership with doctors and France’s Food Research Center (the CREA).

A MAJOR PLAYER IN THE MARKET FOR HOME DELIVERED MEALSPopulation ageing in many industrialized countries has opened up considerable develop-ment opportunities for home delivered meals,

SPECIFIC CONCEPTS FOR EACH MARKET SEGMENTIn today’s healthcare environment where hospital stays are shorter, public budgets are being increasingly tightened and highly diverse pathologies need to be treated, we play a key role in helping healthcare establishments achieve their objectives of remaining competitive, enhancing the quality of their reception and catering services, and developing value-creating services. At the same time, for the health and social care sector, which is undergoing sweeping changes as a result of longer life expectancies, we develop a variety of innovative solutions in conjunction with doctors specialized in disabilities and age-related pathologies.

NUTRIDOR 2013In France, the scientific

committee for the 2013 Dietecom trade

fair (comprising general practitioners,

specialist doctors, dieticians, nutritionists and players in the food

industry) awarded Elior the Nutridor prize in the contract catering

category for the quality of its

communications on health and nutrition.


We are strengthening our positions in the vast market of health and social care, for which we have developed concepts that give us a real competitive edge because they are so well adapted to the pathologies of the vulnerable people we serve.

Alexis Salmon-Legagneur, Chief Executive Officer, Elior Contract Catering – Education and Healthcare – France

TOLL-FREE NUMBER AVAILABLE IN FRANCEWe have set up a new toll-free number available in France (0800 000 158) that clients, guests and parents can call to obtain answers to any questions they may have about food and nutrition.

which we provide through concepts such as Servi chez vous in France, Traditions Meal Solu-tions in the United States and Menjar a Casa in Spain. Our newly- acquired subsidiary Trust House Services (THS) is a leading U.S. pro-vider of meals for the elderly, through its Meals on Wheels program. With an operating presence in 46 states, THS has 40 central kitchens and a frozen food production unit in Pearl, Missis-sippi, which is the nation’s largest USDA- approved commiss ar y and disp atche s 300,000 meals a week.In Spain, Serunión won a contract during the year to deliver meals to the homes of 2,500 elderly people in 220 municipalities in the Valencia and Castellón regions, representing the largest ever contract of this type awarded in Spain.

SUPPLY MANAGEMENT ASSISTANCE – A GROWTH MARKETWe have developed new offerings for operators who prefer to self-manage their catering ser-vices but are looking for expert technical advice, notably in the area of supply management. In Spain, Serunión has signed technical assistance agreements with the AMMA and SAR groups under which it provides them with support along the entire value chain, in areas such as supply management, drawing up menus and technical data sheets, and tracking processes and consumption levels.


LEADING-EDGE EXPERTISE IN HEALTHCARE HOSPITALITY, SPECIALIZED CLEANING AND FACILITIES MANAGEMENT SERVICESElior Services proposes a comprehensive range of value-added services that meet the demanding requirements of healthcare establishments and industrial environments. At the same time, it is expanding its presence in public and commercial areas where cleanliness plays a vital role in communicating an organization’s brand image, and its facilities management offerings are becoming increasingly popular.

SUPPORT SERVICES

A LEADER IN HEALTHCARE HOSPITALITY SERVICES With 30 years of experience in the healthcare market, Elior Services has established itself as France’s leading provider of healthcare hospita-lity services (meal services, laundry manage-ment solutions, etc.) and specialized cleaning services for patients’ rooms and and operating rooms. The company has a comprehensive range of offerings that are customized to the needs of each particular establishment. The pressures that the healthcare sector is currently facing in many countries in terms of budgets and prices mean that all owners and operators of healthcare establishments are seeking cost savings in a business where hygiene is primor-dial. Elior Services has risen to this challenge by designing competitive offerings that have won over the UniHA (a major purchasing cooperative for French hospitals) as well as the Saint-Étienne, Nancy and Roubaix hospitals and the Val-de-Grâce military hospital in Paris.Elior Services stands out from its competitors in these markets not only as a result of its exper-tise but also due to the quality of its training programs, which are aimed at further develop-


ing its teams’ skills so they can effectively par-tner clients in implementing their own strat-egies. For instance, the specific care and attention provided by Elior Services’ teams played a key role in the successful introduction during the year of Générale de Santé’s new Solo offering for VIP patients.

SPECIALIZED CLEANING FOR INDUSTRIAL ENVIRONMENTSElior Services has put in place a dedicated orga-nizational structure as well as specific systems and training programs to ensure that its clea-ning service teams meet the operational excel-lence standards required for industrial environ-ments with high risks of physical, chemical or micro-biological contamination, such as in the pharmaceuticals, micro-electronics and food distribution sectors. In 2012-2013, Essilor – the world’s leading manufacturer of ophthalmic lenses – entrusted Elior Services with providing cleaning services for the cleanrooms and labo-ratories at its new Innovation and Technology Center in Creteil, in the suburbs of Paris, as well as for its production unit in Provins.

A STRONGER PRESENCE IN THE TRANSPORT SECTORIn 2013, RATP – the leading public transport operator in the Greater Paris region – assigned Elior Services with 60% of the cleaning services for its buses and bus depots (compared with 40% previously). The client was won over by Elior Services’ new air disinfection system for buses as well as by the quality of the company’s

employee relations and its ability to partner future changes in RATP’s organizational struc-ture. Similarly, Elior Services won the tender put out by Basel Mulhouse Freiburg EuroAir-port, which is located at the crossroads of France, Germany and Switzerland, thanks to its ability to meet rigorous quality standards for the airport’s buildings that see significant fluc-tuations in passenger numbers and represent large surface areas to clean.

FACILITIES MANAGEMENT SERVICES Elior Services proposes numerous different faci-lities management solutions such as recept-ionist, concierge, mail handling and grounds maintenance services. For instance, following on from the contracts already signed with the Quai Branly and Cité de l’Architecture museums in Paris, in 2012-2013 the Institut du Monde Arabe museum (IMA) was won over by the com-pany’s expertise in the heritage and culture sec-tor. The new contract awarded to Elior Services covers the cleaning and daily upkeep of the museum’s premises, the maintenance of its grounds, and assistance with the numerous events and exhibitions held at the museum.

COMPREHENSIVE OFFERINGS COVERING CATERING, CLEANING AND FACILITIES MANAGEMENT SERVICES During the year, the French aircraft equipment manufacturer Safran signed a contract with Elior Services and Arpège covering a range of high-end services for its new top management training center in Vilgénis in the south of Paris. The contract encompasses receptionist, events assistance, cleaning and grounds maintenance services, as well as all of the site’s catering operations, including a 7 day a week room service offering on the campus, which comprises a four-star hotel and an old mansion house converted into a welcome center for VIPs.

NESTLÉ WATERS AT VITTEL Elior Services has taken on the cleaning,

hard facilities management, mail handling and grounds maintenance

services at Nestlé Waters’ international R&D center in Vittel, France. Nestlé and Elior worked together for a year on the service specifications for the center in

order to ensure that this global leader in bottled water would receive the

best-in-class service solutions it was seeking.

SOLO AMBASSADORS FOR GÉNÉRALE DE SANTÉ In 2012-2013, Elior Services Santé and Elior Restauration Santé partnered Générale de Santé in the launch of its new segmented healthcare hospitality offerings (Solo, Solo + and Solo Premium). Under these offerings, teams who have been specially trained to meet the needs of patients (who are our customers in this sector), propose VIP-level hospitality services as well as a daily selection of gourmet meals, served on high-quality tableware.

Elior Services’ business grew significantly during the year and we have set ourselves the goal of becoming one of the market leaders by 2018.

Gilles Rafin, Chief Executive Officer, Elior Services France



KEEPING ON THE MOVE WITH OUR CUSTOMERS


No. 3 IN CONCESSION CATERING WORLDWIDE


2,400 POINTS OF SALE AT:91 AIRPORTS WORLDWIDE,

306 MOTORWAY REST AREAS WORLDWIDE,

AND

79 RAILWAY STATIONS IN EUROPE.

Throughout the world, the number of people coming through airports and railway stations or stopping off at motorway rest areas reaches new record levels every year. For these people on the move we design spaces that offer a combination of traditional catering solutions, cafés and shops, and have developed a wide range of new services to help them relax and take the stress out of their journey. These innovative offerings not only contribute to creating an enjoyable travel experience for customers but also help to further the business development objectives of our concession grantors.

Please visit our website at www.elior.comfor further information

1. Fort Drum Service Plaza on the Florida Turnpike in the United States. 2. Café Campana at the Orsay Museum in Paris, France. 3. The Bellota Sabores Ibericos restaurant at Madrid Barajas airport, Spain.

2

1

3

Our travelling clientele is up-to-the-minute and ahead of the curve in terms of consumer trends. If we want to be seen as a highly professional, innovative and reliable enterprise that can help our concession grantors to stand out from the crowd we need to anticipate new consumer patterns and demands so that journeys can become ‘useful time’ rather than ‘lost time’.

Bertrand Lozé, Chief Executive Officer – Elior Concession Catering

For news and updates on our operations at railway stations, airports and motorway rest areas please visit our Facebook page “Ma pause sans détour” at www.facebook.com/ mapausesansdetour (in French only)


AN ARRAY OF EAT-IN AND TAKE-AWAY FOOD SERVICESWe tailor our formats and choice of brands to the specific characteristics of each rest area and to the business strategy of each motorway operator concerned. Thanks to our broad portfolio of brands – including main-street names such as Paul, Costa Coffee, Subway and Hippopotamus – we can meet the needs of a diverse range of consumers. In 2012-2013 we introduced the first Francesca pasta bars at motorway rest areas, and in France during the peak tourist season we launched a number of pop-up concepts in partnership with well-known brands, including McCain (PotatoMo-bile) and La Boîte à Pizza.

A WIDER OFFERING OF RETAIL BRANDS We have built up partnerships with retail brands, including Franprix, Monop’Daily, 8 à 8 Express in France and Carrefour Express in Italy, which enable us to offer wider ranges of products that consum-ers know and trust. In France, the value-for-money positioning of the Franprix brand is particularly suited to the needs of customers at motorway rest areas. After successfully field testing the Franprix Autoroute concept at the Chartres Gasville rest area on the A11 motorway, two new Franprix Autoroute outlets were opened during the year, along with Norauto and Toys”R”Us corners at the Isle-d’Abeau (A6) and Assevillers Est (A1) rest areas. We also inaugurated Italy’s first motorway Carrefour Express shop, at the La Pioppa rest area, which has proven very popular, and we are gradu-ally rolling out this brand across the rest of our motorway rest areas as well as in airports.

EVER-STRONGER RELATIONS WITH MAJOR MOTORWAY OPERATORS Drawing on our experience of managing rest areas of all sizes, we constantly strengthen the relation-ships of trust we have built up with motorway operators by aligning our offerings with their busi-ness strategies. In Germany, the motorway infra-structure operator Tank & Rast has entrusted us with managing 13 new motorway rest areas, bringing the total to 31, as well as with rolling out its new EssBar fast-food concept.

CONCESSION AGREEMENTS IN THE UNITED STATES THAT LAST UNTIL 2047 In the United States, Áreas is overhauling the offerings available on Florida’s Turnpike – America’s second largest toll road – with a program involving the opening of 40 restaurants and seven shops at eight rest areas. In return for its investments on this major road link between Miami and Orlando, Áreas has been granted the related concession for a period of 30 years. At the same time, Áreas has

DEMONSTRATING OUR EXPERTISE IN CREATING SUCCESSFUL MOTORWAY REST AREASOur motorway rest areas are places where drivers and their passengers can take a real break from the stress, fatigue and monotony of their car journey to truly relax and enjoy some time together. Our offerings cover the full range of services provided in motorway rest areas, from catering solutions through to shops, gasoline sales and hospitality services.

In the United States, we are assured of steady and robust revenue growth until 2018 and beyond thanks to the contracts we have won – some of which have 35-year terms – and the returns we expect when the current renovation works are finished.

Pedro Fontana, Chief Executive Officer, Áreas

TRIPLE RECOGNITION IN GERMANY

After being recommended by the German automobile clubs, ADAC and

ARCD, our AXXE restaurants have been ranked as among the best family-friendly

restaurants in Germany by the market research company Service Value.

CONCESSION CATERING & TRAVEL RETAIL MOTORWAYS

For further information on our operations in the United States, see www.areasusa.com


totally revamped the Maryland House Plaza on the I-95 motorway further north in the United States, creating nine restaurants and one shop there, and re-energizing one of the world’s most frequented motorway rest areas.

A RANGE OF SERVICES THAT ENCOURAGE MOTORISTS TO PROLONG THEIR BREAKS With food courts that offer customers a wide choice of restaurants and services in a single space, our La Chaponne rest area on the A6 in France and the Saint-Rambert d’Albon Ouest site on the A7 are setting the trend for the motorway rest areas of the future. And at the Poulet de Bresse rest area, we have introduced a “siesta bar” giving drivers an original way to unwind. In Spain, Áreas inaugurated its new concept under the Airea brand name during the year, at Sobradiel on the AP68 Bilbao-Saragossa motorway, where restau-rants, shops and added-value services such as a Wi-Fi area, showers, baby changing facilities,

A REGIONAL FLAVOR AT THE POULET DE BRESSE REST AREA We have been awarded a 15-year concession agreement for the Poulet de Bresse rest area on the A39 motorway in France thanks to our project’s focus on intensifying the site’s already strong regional identity, with an architectural design based on typical Bresse houses, a shop called Maison de Bresse offering numerous regional products and an information area dedicated to the region’s biodiversity.

2.8 MILLION VISITORS PER YEAR Through Áreas, we operate one of the most frequented motorway rest areas in the world, between Washington DC and Baltimore in the United States.

306 MOTORWAY REST AREAS

children’s play areas and modular meeting rooms are all available under the same roof. We place par-ticular importance on being family-friendly, as illustrated by our Recréazen concept in France, which offers a range of child-cen-tered facilities and services inclu-ding indoor and outdoor play areas and special menus for babies and children. During school vacation periods we also organize fun and educational competitions and events at our rest areas, which are highly popular with both children and their parents.

The Poulet de Bresse rest area in France

Maryland House Plaza in the United States


CONCESSION CATERING & TRAVEL RETAIL AIRPORTS

AN EVEN STRONGER PRESENCE AT LOS ANGELES AIRPORTLos Angeles international airport (LAX) – which is the third largest airport in the United States – has granted its principal catering partner, Áreas, the concession for three additional points of sale, further illustrating its confidence in our group. This commercial success, along with our recent contract win at Chicago O’Hare airport, proves that we have got our strategy right for U.S. air-ports, where we focus on providing a unique combination of international banners and strong regional brands which we select and forge par-tnerships with prior to the bidding process.

MAKING AIRPORTS SHOWCASES FOR THEIR REGIONSMyChef has developed a number of regional partnerships, through which it has reinforced its positions in Italy where it has operations at eight airports. For instance, at Milan Linate air-port the company has teamed up with an Italian chef to create a new restaurant called Michelan-gelo, with a sophisticated design, large win-dows directly overlooking the runway, art exhi-bition areas and open kitchens. This gourmet restaurant is a strategic fit with the objective of the airport’s operator, SEA SpA, to move the airport towards the top end of the market in the run up to Expo 2015. In the same vein, the air-port’s new Caffè Milano, which is the epitome

DISCOVERING A NEW COUNTRY BEGINS AT THE AIRPORTOur successful operations at the airports of Los Angeles, Madrid, Rome and Paris clearly demonstrate that we have been right to steer our strategy towards quality, regional diversity and innovation. Our brands meet a wide variety of needs as well as passengers’ increasing demand for different catering and retail solutions, while at the same time showcasing the airport’s overall image.

Kirei by Kabuki – the first Japanese restaurant in a Spanish airport

World’s Food at Madrid Barajas

airport


CONCESSION CATERING & TRAVEL RETAIL AIRPORTS

BASEL-MULHOUSE-FREIBURG EUROAIRPORT JOINS FORCES WITH ELIOR

In 2012-2013 we won the bid for the concession agreement at Basel-Mulhouse-Freiburg EuroAirport by

tailoring our offerings in line with the airport’s location at the crossroads

of three different countries. The nine catering outlets and points of sale at the airport include Paul (representing

France), Weckmann (representing Switzerland) and the 3 Länder gourmet restaurant, whose menu was designed

in conjunction with three Michelin-starred chefs and which offers a culinary journey through Alsace,

Bade-Wurtemberg and Basel. The brands Bert’s, Daily Monop’, Cloud Café, Columbus Café and Francesca round out this highly contemporary offering which is right in line with consumer trends and

expectations.

10 AIRPORTS IN THE UNITED STATESThrough our subsidiary, Áreas, we have operations in 10 major U.S. airports (Chicago, Los Angeles, Miami, Atlanta, Newark, Washington-Dulles, Boston, Detroit, Orlando and Indianapolis)

60% MARKET SHAREin France

A LANDMARK CONTRACT WITH MADRID BARAJAS AIRPORTIn 2013, Áreas won the largest airport concession contract ever awarded in Spain, becoming the main food and beverage services operator at Madrid Barajas airport. The offerings at this airport include some 47 points of sale and 26 brands (combining directly-owned Elior brands and franchised brands), that

propose a wide choice of food and beverage options including the famous jamón ibérico at the La Bellota Sabores Ibericos restaurant, other Spanish specialties at MasQMenos, and sandwiches at Rodilla. Passengers can also stop to have a coffee at the largest Starbucks in Europe or Lavazza Expression, and a

bite to eat at Burger King, Subway or Paul. Health-conscious customers can resource themselves at EspaceEvian (the first to be opened in an airport), while people seeking a full-service option can take time out at the Bazaar gastro bar whose menu has been designed by the two Michelin-starred chef Paco Roncero.

of Italian elegence, was designed in conjunction with the municipality of Milan and its color scheme is based on the city’s traditional colors. A similar partnership with a municipality led to the opening of the Caffè Roma Capitale at Rome Fiumicino air-port. MyChef also operates a restaurant called Ferrari Spazio Bollicine at Rome Fiumicino, which proposes a wide selection of fine wines and gour-met dishes created by the Michelin-starred chef Alfio Ghezzi. At Bari airport, MyChef has opened a Bar Peroni with the premium lager brand Peroni Nastro Azzurro which is brewed in the city. In parallel, Áreas has adopted a similar strategy in Valencia in Spain, inaugurating the country’s first Sports Bar in an airport, in partnership with the Mahou beer brand.

A PREMIUM BRAND PORTFOLIO In France, our quality-centric approach is under-pinned by a portfolio of premium brands, such as Exki, which proposes ultra-fresh and organic products. We opened two new Exki outlets in 2012-2013 at Roissy-Charles-de-Gaulle airport and we are planning to introduce the Boco and Red d’Hippo restaurant brands at Paris Orly air-port in the near future.At Nice airport – which is France’s second largest air travel platform – we have been entrusted with managing four multi-company business lounges. We are the only food and beverage services provider at the airport’s two terminals, and in 2013 we updated our offering by bringing in several powerful brands including Costa Coffee (a first at an airport in France), Bert’s and Monop Daily.

POP-UP FORMATS We also help to create a lively, buzzing feel at airports through our numerous pop-up

We have consolidated our positions in Italian airports thanks to new concepts and high-end restaurants, particularly in the country’s two major air travel hubs, Milan and Rome.

Sergio Castelli, Chief Executive Officer, MyChef

concepts. For example, at Nice airport we set up a Ladurée pastry kiosk during the year, as well as a mobile counter called Intuitions that offered a range of sweet delicacies created by Jérôme de Oliveira, a famous pastry chef based in Cannes. Likewise, our summer season offer-ing at Biarritz airport was rounded out by a LaPenya kiosk.


CONCESSION CATERING & TRAVEL RETAIL RAILWAY STATIONS

A BROAD CHOICE COMBINED WITH EXPRESS SERVICE As part of our objective of offering rail passen-gers a wide selection of both basic essentials and more luxury items, in 2012-2013 we ope-ned a Monop’Daily at Gare de Lyon station in Paris and Gare Saint-Roch in Montpellier, as well as a Carrefour Express in Strasbourg (the first ever Carrefour Express to open in a station precinct). In addition, thanks to our proven abi-lity to effectively combine catering solutions with retail offerings, we have marked a milestone in our history by winning a contract for managing all of the retail outlets within a station precinct (at Aix en Provence station). These include a Paul bakery (sandwiches and pastries) and newsstand, and a new shop that sells newspapers and books as well as regional

products through an association with local pro-ducers.

TO EAT IN OR TAKE OUT? Consumers want to be able to choose between different dining and eatery options depending on both their mood and time constraints. Gare de Lyon station in Paris is an apt illustration of how we meet this demand, with four main-street brands making their first appearance in a concession catering offering – Berko (traditional American pastries), Costa Coffee, Red d’Hippo and Fauchon – as well as a Paul outlet, a Phileas kiosk, a Café Premier and a Monop’Daily. Toge-ther, these brands give customers a broad choice of options in a unique space spread over two floors.

CREATING HUBS OF LIFE IN THE HEART OF THE CITYIn 2012-2013, we confirmed our position as a key partner of the SNCF group (France’s national railway operator) for deploying its services strategy both within railway stations and on board trains. Also during the year, our teams’ audacious and creative approach helped us win the bids for on-board train services for the high-speed trains run by Trenitalia in Italy and Renfe in Spain. Our overall objective for our railway station concessions is to reinvent the food and shopping experience by broadening the range of grab & go options available, introducing new main-street brands and creating spaces that are conducive to relaxation.

79RAILWAY STATIONS IN EUROPE

ON-BOARD TRAIN CATERING SERVICES – A NEWLY-CONQUERED MARKET In 2013, passengers on high-speed rail links in France, Italy and Spain discovered a totally new on-board catering offering following the decisions by the SNCF, Trenitalia and Renfe to call on our expertise to completely rethink their food and beverage concepts, which play such an important role in promoting their image. In Italy, we

decided to completely break with the past and create a catering offering entirely focused on gastronomy. The new menu – named Itinere (journey in Latin) – is based on the excellent produce of the Italian regions that the passengers can see from their windows on the 260 trains that run daily across the country. For the SNCF, we have

teamed up with Newrest under a joint-venture agreement to offer passengers three well-known main-street brands – Monop’ Daily, Paul and Boco. In Spain, Serunión and its partner Ferrovial offer a trolley refreshment service, as well as full-service dining in first class and a café-bar in second class.

171 RAILWAY STATION POINTS OF SALE IN EUROPE


TETIÈRE

THE STATION BUFFET REINVENTEDAt Montpellier in France, we have decided to recreate the emblematic station buffet as part of the refurbishment of

Saint-Roch station. The station’s new brasserie, Agora, will sit underneath its 12 meter-high arched roof and will offer

regional specialties as well as fine wines and a set menu, all in a welcoming and contemporary setting.

SOMEWHERE TO MEET AND TAKE TIME OUT The event of the year in the railway station mar-ket in France was the inauguration on June 26, 2013 of the new Hall 2 at Gare de Lyon station in Paris. This new space offers a range of unique restaurant concepts and innovative services, which are all magnified by and reflected in a huge glazed roof that tops the entire structure. For example, on the mezzanine level there is both a business lounge and a family area that proposes an array of services as well as games connected to the children’s TV channel, Gulli. At Aix-en-Provence station, we offer a mini-busi-ness center for customers on business trips (who make up a third of the station’s high-speed train passengers), which has private cubicles, compu-ter equipment and a meeting area.

Café Premier, at Gare de Lyon station in Paris, France

The Itinere on-board train offering in Italy

Discover our new concepts and services at Gare de Lyon station in Paris on www.youtube.com/user/EliorCorporate


THE LEISURE SECTOR – A GROWTH MARKET Drawing on the know-how we have built up in the growing leisure parks market in Europe, in 2012-2013 we further strengthened our part-nership with Pierre et Vacances Center Parcs just three years after we took over the manage-ment of the restaurants and shops at Center Parcs vacation villages in France and Germany. Our framework agreement for Center Parcs has been extended until 2025 and provides for the introduction of powerful brands such as Quick and Carrefour at a number of different parks. We have also developed a real expertise in ope-rating pop-up outdoor points of sale for major sporting and cultural events. We were able to demonstrate this at a number of events in France during the year, including for the Stade de France national stadium, the Grand Palais national gallery, the national heritage site of Saint-Cloud park and the gardens of Versailles Palace. For our offerings at these venues we have entered into privileged partnerships with food truck brands - the latest market trend -

SHOWCASING UNIQUE LOCATIONSWe have developed in-depth expertise in catering for events and venues that attract large numbers of people, including leisure parks, major museums and exhibition centers, as well as an unrivalled savoir-faire that we put to the service of our partners’ brand images.

CONCESSION CATERING & TRAVEL RETAIL CITY SITES & LEISURE

The Center Parcs village at Bostalsee Lake in Germany


including Leoni’s Deli (organic hot dogs), Daily Wagon (fish & chips) and Aubrac Corner, with a view to proposing fun, convivial and rapid food solutions that are suited to the specific nature of each particular site and event.

FURTHER SUCCESS IN THE EXHIBITION CENTER MARKET During the year, we continued to consolidate our leadership position in concession catering for exhibition centers. In France, drawing on our existing position as the concessionaire at the Paris-Le Bourget site, we won the three bids launched for the 2013 Paris Air Show. In the space of just a few days we installed some thirty pop-up restaurants and bars to serve the 200,000 aerospace professionals and 150,000 visitors that attended this international event. Also in 2012-2013 we introduced a new food court at the Porte de Versailles exhibition cen-ter, based on three complementary concepts: Paul and Red d’Hippo for express foodservices, and Cake & Coffee, a concept we developed with the exhibition center’s operator, Viparis, offer-ing pastries and hot and cold drinks. In Barce-lona, during the year Áreas became the leading catering operator for the two exhibition centers (Montjuïc and Gran Vía) run by Fira de Barce-lona, one of the market’s leading European ope-rators. The offerings at these centers cover over 40 restaurants and points of sale, proposing a variety of cuisines with a view to meeting the needs of an international clientele.

350,000 PEOPLE (150,000 aerospace professionals and 200,000 visitors) served during the seven-day International Air Show at Paris-Le Bourget

CONCESSION CATERING & TRAVEL RETAIL CITY SITES & LEISURE

CONTRIBUTING TO THE LUSTER OF MUSEUMS AND OTHER PRESTIGIOUS SITESFor museums and theaters, we design contem-porary spaces that are welcoming for visitors and showcase the specific characteristics and features of each venue. For example, we operate the Café de l’Ours in the Orsay museum in Paris, France, which offers light meals and snacks in an elegant setting. In Spain, some of the most prestigious sites in Barcelona – the Gran Teatre del Liceu, The National Theater of Catalonia and the Palace of Catalan Music – have all entrusted Serunión with running their catering services. And in the United Kingdom, Elior UK won a contract in 2012-2013 to pro-vide all of the food and beverage services at the Forum – a municipality-owned arts and enter-tainment venue in Barrow-in-Furness in north-west England – thanks to the Elior team build-ing their response to the tender wholly around the client’s brand and identity.

A NEW CENTER PARCS VILLAGE AT BOSTALSEE LAKE IN

GERMANY During the year, a new Center Parcs

village (with 500 cottages) was opened at Bostalsee Lake in Germany. At this

new village – which is the eighth Center Parcs site for which we provide food and

beverage services – we offer holiday-makers a Market Dome, a Snack

Corner, a Market Café and a Market Restaurant, where our chefs prepare a buffet dinner based on a different

theme every evening.

WWW.ELIOR-EVENEMENTS.COMElior Événements draws on the know-how and resources

available across the Elior Group to organize events such as receptions, seminars and dinners in unique locations, offering gourmet cuisine and theme-based and bespoke services. It has recently launched a new website so that clients and prospects

can easily browse through our many outstanding venues to select the one that will suit their particular needs.


OUR COMMITMENTS

ELIOR FOR EVERYONE


OUR COMMITMENTS

By signing up to the United Nations Global Compact in 2004 we made a public pledge to corporate social responsibility. Each year we put this pledge into practice through a progress plan and numerous local initiatives. The thousands of people we hire know they are joining a Group that gives all of its employees an opportunity to build their skills and follow a real career path. In addition, we keep a close eye on the latest consumer trends and foster close partnerships with our clients and suppliers, which enables us to be a pioneer in many of our markets.

The nature of our business means that we play a key part in the daily lives of millions of people. This makes us keenly aware of our responsibilities and the fact that we need to look beyond our own immediate interests and take into careful consideration the impact we may have on others and our surrounding environment.

Gilles Petit, Group Chief Executive Officer


100ELIOR DIETICIANS WORKING ACROSS FRANCE BRING THEIR NUTRITIONAL EXPERTISE TO OUR OFFERINGS

862ORGANIC PRODUCTS ON OUR APPROVED PRODUCT LIST IN FRANCE (UP BY 30 % IN THE SPACE OF TWO YEARS)

80,000ANALYSES CARRIED OUT PER YEAR ON FINISHED PRODUCTS

1. The 2012 Tout Chocolat cookery competition 1


OUR COMMITMENTS INNOVATION

BEING CLOSELY ATTUNED TO THE NEEDS OF CLIENTS AND CONSUMERSAs a leading player in the contract catering and concession catering markets in 13 countries, we monitor changes in consumer behavior in environ-ments as diverse as the workplace, schools, trans-port and leisure activities. We use a number of key sources of information for this process including the sociological behavioral tracking systems set up by our Market Watch & Innovation Department, research carried out by Sociovision – a sociological intelligence firm that we have worked with for over ten years – and 400,000 consumers and 1,500 client contacts surveyed each year. We draw on this expertise to create innovative solutions for our key clients, such as the Itinéraire du Patient Optimum and Solo concepts in the Healthcare sector, which are aimed at making life easier for patients and are based on the principle that food services form an integral part of the overall care process.

FORGING PARTNERSHIPS WITH BEST-IN-CLASS PROFESSIONALS We have formed close relations with the food industry over the past 20 years and industry-rep-resentative R&D teams work in trusted partner-ship with our test kitchen, which adapts and selects new products. One recent project involved creating a new pizza base and a redesigned cook-ing screen, to give this time-honored dish a differ-ent type of crust, taste and texture. Similarly, for

ANTICIPATING TRENDS AND CREATING AN ELEMENT OF SURPRISE We are a front-runner in many of our markets because we make sure that we are constantly in touch with consumer expectations and that we foster an open dialogue with our clients and suppliers. In tandem, our offerings incorporate the expert skills of the nutritionists and Michelin-starred chefs with whom we have forged close partnerships.


our healthcare offerings we work with prestigious research units in France – including the CREA (Nutritional Research and Study Center) – to design formulas and concepts specifically adapted to the many different types of pathologies that exist, such as for patients with a disability or suf-fering from Alzheimer’s disease.

A NEW VALUE CHAINDifficult economic conditions and the need to cut costs are propitious to innovation. Using our cen-tral kitchens and the expertise of our food industry partners, we have devised new restaurant concepts for our clients that enable them to reduce the size of their infrastructure while still offering their guests a wide choice of products, a convivial atmosphere and a high-quality service. Just a few examples of this strategy are our Smart Food offering in Italy (delivered meals based on menus com-piled by the guests themselves), Alternance (a turnkey catering offering) and Cuisine O’pluriel (a solution offered in France as an alternative to on-site cooking or prepared delivered meals for school lunches).

THREE TRENDS THAT HAVE INSPIRED OUR INNOVATION EFFORTS Saving time and simplifying lifeConsumers want solutions that will facilitate their daily lives. One of the answers we have come up with is the easypass.elior.com mobile application for smartphones that we field tested at the head-quarters of the French mobile operator SFR, and which gives useful information to guests so that they can optimize their lunch break. For customers who are in a hurry but want a proper meal, we are increasingly introducing hybrid offerings that combine the advantages of fast-food solutions with those of a traditional restaurant. These include Bon Sens in France, an outlet that is open both during and outside standard meal times, Bites Take Away in Spain, and an express-format

Red d’Hippo at the Porte de Versailles Exhibition Center. Lastly, Elior UK now gives students at a number of universities in the United Kingdom the same choice and quality on campus that they would find in a city center, thanks to offerings such as Pizza Foundry (with 21 types of stone-baked pizzas with fresh dough bases), Umami (Asian soups) and Heavenly Burger.

Seeking a VIP experienceMany people today want to have a special dining experience and to be looked after like a VIP. At Elior, we can meet this double aspiration, and often in totally unexpected places. For instance, in France we have created gourmet menus for schoolchildren in Mandelieu-La-Napoule in conjunction with the two Michelin-starred chef Stéphane Raimbault and in Roanne with Olivier Boizet, with a view to combining education and gastronomy. We also work with the master chef Hubert Maetz on devising unforgettable food moments for guests of all ages. On another note, in Italy, we arranged for the violinist Matteo Fedeli to play his Stradivarius at 24 retirement homes, to the delight of their residents. And in Ibiza in Spain, Áreas turned an airport bar into a dance floor in partnership with the DJ David Guetta and his wife Cathy, who have led the island’s dance scene for twenty years.

A need for reassuranceAt Elior we meet consumers’ growing demand for authentic, regional, traceable and traditional food. At the Paris Air Show in June 2013, our bang-on-trend pop-up offerings enabled the event’s 350,000 visitors to taste Aubrac beef burgers at the Aubrac Corner, and traditional dishes from the south west of France proposed under the Mémé du Quercy brand. And despite being a new player in the on-board train catering market, we won the concession agreement for Trenitalia’s high-speed train service in Italy by making a clear break with the past and proposing a new offering called Iti-nere which is wholly-focused on quality and Ita-lian regional gastronomy.

EACH YEAR OUR TEST KITCHEN:l tests and controls over 3,000 products;l has ongoing discussions and exchanges with R&D teams from the food industry; l enters into exclusive partnerships to develop innovative products.

A PLATEFUL OF IDEASFor the start of the school year in 2013,

we set up panels of elementary and secondary school children to help our chefs and nutritionists create 50 new

Elior school menus.


OUR COMMITMENTS CORPORATE SOCIAL RESPONSIBILITY

EQUAL OPPORTUNITIES FOR EVERYONEAs a committed and responsible employer, we take care to ensure that our teams reflect the wide diversity of today’s society. We are able to offer jobs in a wide range of professions, have put in place measures to hire and train young people who have no professional experience, take on unemployed seniors and promote the recruitment of people with disabilities. Each year in France we recruit around 100 people with a disability and in 2012-2013 employed a total of 1,600 disabled workers, 95% of whom have an operational position. We also take on over 1,000 interns in France every year and help them map out their future careers.

PROMOTING TALENT We offer all of our managerial employees the pos-sibility of following a personalized career plan. To this end, two years ago we launched a program called Elior Talents which is now being rolled out to all of our businesses and markets both in France and abroad. This program helps us to track our managers’ skills development throughout the course of the year and to consider their mobility requests in line with the Group’s requirements and

overall business strategy. Among the measures and initiatives we have put in place to help our employees move forward in their careers are a position mapping process, a skills repository, and a system for building bridges for employee mobi-lity between one business and another.

REINFORCING EXCELLENCE WITHIN OUR TEAMS AND INCREASING EMPLOYABILITY FOR EVERYONEOur HR priority of building our employees’ skills applies across all of the Group’s hierarchical levels. In 2012-2013, some 200 top executives in Europe followed our Executive Managers training course designed in conjunction with the HEC Paris business school. And in 2013, we worked in partnership with the Grenoble School of Management to add a new made-to-measure program to our training offering for our 850 senior managers in France.

OFFERING VOCATIONAL COURSES THAT LEAD TO A QUALIFICATION AND VALIDATING EXPERIENCEWe increase our employees’ employability by offering training programs that lead to a reco-

DEVELOPING SKILLS AND BUILDING CAREERSAt Elior our Human Resources strategy is rooted in three main objectives: giving everyone the opportunity to succeed, developing skills, and building genuine career paths.

3,000GROUP MANAGERS, including some 500 international managers, already form part of our talent management system – Elior Talents.

WE PROMOTE EQUAL OPPORTUNITIES BY:l enabling as many people as possible to

access any position within the Group; l encouraging work-study programs; l helping disadvantaged people enter the

workforce and build their careers.

WE DEVELOP OUR EMPLOYEES’ CAREERS BY:l giving everyone the opportunity

to follow a real career path; l offering skills-building measures; l recognizing and rewarding talent.

WE RESPECT OUR EMPLOYEES BY:l being closely attuned to their needs

and promoting dialogue and teamwork; l allocating appropriate human and

financial resources to health and safety issues.

OUR COMMITMENTS

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gnized qualification as well as by validating the skills that they acquire during the course of their careers.In 2013, this approach enabled more than one hundred of our employees to receive a vocatio-nal certificate delivered and recognized by the hospitality industry or a diploma recognized by the French State. The training courses leading to these qualifications have a 95% success rate thanks to the work put in by both the employees themselves and their mentors. We have also put in place a program for the accreditation of prior experiential learning (APEL) which entails awarding employees a recognized diploma for the skills they acquire based on their experience. The program covers all of our business lines and is open to all employees, irrespective of their hierarchical level.

COMBATING ILLITERACYWe have been proactive in the combat against illiteracy for many years now and offer special training for employees who wish to sign up, which is then tailored to their particular needs. In France, at the end of the training course the trainees are awarded a diploma from the French national educational authorities attesting that they are proficient in the French language. For many of the course participants this is their first ever official diploma. In Italy – where we have employees from 75 different nationalities – we teamed up with Rotary International to launch a program to help people learn Italian. In connection with this project we distributed to all of our assistant chefs a multilingual handbook containing all of our health and safety rules.

I joined the Group as a dietician/hygienist and as soon as my line manager felt I could take on a position of sector manager I was accompanied through the process from A to Z, and I am still given support when I need it. I know that I am part of a Group that believes in its people and gives them the means to develop their careers.

Marjolaine Durieux, Sector manager, Île-de-France Regional Division at Elior Restauration Entreprises

THE ELIOR PROMISE

“At Elior we are prepared to take you on and increase your

employability whatever your educational background or

experience, as we firmly believe that in order to take care of

our customers we first need to take care of our

employees.”

For further information please see the web documentary “Un jour avec elles” and interviews with our employees (in French only) at www.youtube.com/user/EliorCorporate


WE ENSURE THE QUALITY AND SAFETY OF OUR PRODUCTS AND SERVICES, BY: l proposing healthy products;l using specific processes adapted to each particular business; l actively promoting health and safety at our sites; l anticipating and continuously monitoring the risks and regulatory

developments related to our business.

WE TAKE ACTION TO ENCOURAGE BETTER NUTRITION, BY: l offering healthy and balanced menus; l making healthy eating an enjoyable experience;l encouraging sensible eating habits.

WE PARTNER OUR CLIENTS ON A LONG-TERM BASIS, BY:l respecting our commitments;l adapting our continuous improvement approach in line

with their business strategies; l developing quality processes tailored to their specific

requirements.

WE REDUCE OUR ECOLOGICAL FOOTPRINT, BY: l preserving natural resources;l favoring purchases of local and seasonal produce; l optimizing our waste management;l reducing our environmental emissions.

GUARANTEEING CONSUMER SAFETYEnsuring the quality and safety of the food we serve is an absolute essential in our business. We have long-standing processes and procedures in place for this and have recently been awarded ISO 22000 certification by the AFAQ (the French qual-ity standards agency) for our food safety policy, notably for how we assess and select our products and suppliers, manage food safety alerts, and implement hygiene rules in our central kitchens. The Quality and Environmental policies drawn up by our Central Purchasing Department have already been ISO 9001 and ISO 14001 certified. As part of our overall approach to ensuring the health and safety of our employees, we have pro-hibited the use of products in our cleaning business that contain substances classified as CMR (carci-nogenic, mutagenic or toxic for reproduction), Tri-closan or e-series glycol ethers.

A CONTINUOUS MONITORING SYSTEMOur food quality and safety teams continuously monitor scientific, technological and regulatory developments, in conjunction with the members of our Scientific Committee who are well-known independent experts in their fields, such as nutri-

A HIGHLY RESPONSIBLE COMPANYWe pay particular attention to the health of our consumers and the impact of our business on the environment. To this end we take care to ensure the quality and safety of our products, promote healthy eating and reduce our ecological footprint.

tionists and toxicology and microbiology specia-lists. In the event of a food safety crisis, the Scien-tific Committee can be called into action on an emergency basis.

HEALTHY AND BALANCED FOOD OFFERINGSWe favor the use of fresh, local and seasonal pro-duce and since 2003 our suppliers in France have been contractually prohibited from delivering us GM-labelled products. We are France’s leading provider of organic products for school meals. In Italy, 50% of the tomatoes and carrots and 39% of the olive oil used in our contract catering opera-tions are organic. In Spain, Serunión works in asso-ciation with the University of Navarra and its nutri-tional research center to create training courses for its teams on gluten intolerance.

PROMOTING SENSIBLE EATING HABITSWe believe it is important to convey the message to our guests that “we are what we eat”. In Italy, we have designed several fun and educational modules based on two fictional characters –Eli & Gio – to give information to elementary and secondary school children on topics such as how


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ing oils from our production opera-tions are recycled into bio-fuel and we ensure their traceability. In the United Kingdom, used cooking oils are processed by C2G (Convert 2Green) which converts them into bio-fuel that is then used by C2G’s logistics service provider. In addi-tion, since January 2012 Elior Ser-vices has favored the use of eco-certified products for its cleaning ser vices business. Lastly, we were the first com-pany in France to draw up a car-bon footprint report (bilan car-b o n e ) f o r a c o r p o r a t e restaurant, and we have also designed a system to measure and control greenhouse gas emissions, which is specifi-cally tailored to our food ser-vices activities and is based o n t h e B i l an C ar b o n e ® method dev ised by the French National Agency for the Environment and Energy Management (ADEME). This system can also be used to help our clients to meet their own greenhouse gas reduction objectives.

ready-made meals are prepared in the food industry, the relationship between food and our senses, and how different foods affect our meta-bolic rate. In France, we provide our clients with in-depth nutritional expertise in the form of workshops, diagnostic reviews, advisory letters, videos and online information, helping health-care teams and dieticians to effectively advise their patients. Every three months we issue a video in which a medical expert presents the latest discoveries in areas such as controlling cholesterol, the interaction between food and medication, the relationship between red meat and colon cancer, etc.

PRESERVING NATURAL RESOURCESWe have a long-standing commitment to protect- ing endangered animal species. For example, in the United Kingdom we only serve fish that is certified by the Marine Conservation Society. In addition, as a founding member of the Res-ponsible Fishing Alliance, we have prohibited purchases within the Group of a number of over-fished species (including grenadier since 2006, red tuna since 2008, blue ling and black scab-bardfish). We also no longer use palm oil which is rich in saturated fat and whose plantations are linked to deforestation in the two main countries in which it is produced.

REDUCING WASTE AND ENVIRONMENTAL EMISSIONSHaving signed up to France’s national charter for combating food waste, we raise our guests’ awareness about reasonable food consumption and recovering and recycling waste. For example, we have rolled out numerous initiatives in schools to teach children environmentally-friendly behavior such as the special food waste sorting table called Eco Plats Nets. Also, the used cook-

600KEY SUPPLIERSsigned Elior’s Responsible Purchasing Charter in 2013.

THE POMPANO BEACH SERVICE PLAZA This motorway rest area on the Florida Turnpike – which is the

second largest toll road in the United States – was renovated by Áreas in 2013 and has been awarded gold-rated LEED certification

(Leadership in Energy and Environmental Design) from the highly-respected USGBC (United States Green Building Council).The design concept for the rest area has overtones of an oasis,

with its use of natural light, indigenous plants that require little water, and structures made of recyclable materials.

The Pompano Beach Service Plaza on the Florida Turnpike in the United States

France’s national “no food waste” day


BREAKING DOWN BARRIERS TO EMPLOYMENT We work closely with a number of official orga-nizations, training institutions, and non-profit organizations that help jobseekers find work. In Spain, Áreas teamed up with the Deixalles Foun-dation to recruit and train around forty new employees when it opened its new points of sale at Palma de Mallorca airport. In France, we are one of 20 companies that have signed up to the 100 chances, 100 emplois association which helps young adults from disadvantaged back-grounds to find work. We have also put in place numerous initiatives to promote job opportunities for people with disabilities. In Barcelona, Áreas has signed a supply agreement for the provision of sand-wiches and salads by the Cuina Justa Founda-tion, which is a non-profit organization that employs people with special needs. And in the United Kingdom, we were one of the first com-panies to sign up to the Recovery Career Ser-vices program launched by the UK Ministry of Defence to provide employment support oppor-tunities to wounded, injured and sick soldiers, sailors and airmen.

SUPPORTING LOCAL PRODUCERSWe offer food in our restaurants that is prepared with high-quality local produce as part of a two-fold objective of being environmentally friendly (through the use of short supply chains) and supporting the local economy. For example, in the Greater Paris region in France we work with a network of 40 local partner producers, and in December 2013, we ordered 160 tonnes of PGI-certified (Protected Geographical Indication) clementines from a co-operative of 70 Corsican producers. In the United Kingdom, we support the Red Tractor organization and its 78,000 member producers whose products are required

AN ACTIVE PARTNER At Elior we actively contribute to regional development and helping communities. For example, we use the opportunities provided by our businesses to help the unemployed or people with disabilities find work, and we assist local businesses who are seeking new contracts.


Please see www.elior.com/ semaine_emploi_ handicap/trombinoscope for further information on job opportunities at Elior for people with disabilities (in French only)

France’s national job opportunities week for people with disabilities

An “insect hotel” used to control the eco-system in orchards


1,272SCHOLARSHIPS GRANTED to 921 students by the Elior Foundation since its creation

11,000 GEOLOCATED LOCAL SUPPLIERS Our Purchasing Department has developed an exclusive geolocation system that covers 11,000 farmers, cattle breeders and producers and can be used to rapidly locate producers and suppliers based

within proximity of our restaurants.

to meet extremely high standards in terms of hygiene, animal welfare and environmental pro-tection. Another of our initiatives in this area is the unique partnership we entered into in 2013 with the Syndicat des Riziculteurs de Camargue (union of rice producers based in the Camargue region of France). Under this partnership, our chefs served over five tonnes of Camargue rice in our school canteens, giving 50,000 school-children the opportunity to taste this regional specialty. Rice producers were also invited to the participating schools to give the children fun and educational presentations about the history of rice culture in the wetlands of the Rhône delta.

PROMOTING FAIR TRADESince 2005, we have built up partnerships with numerous fair trade organizations and distribu-tors, in particular the Max Havelaar association. In 2013 we served a wide range of free trade products in our restaurants in France, including 17 tonnes of bananas and 18 tonnes of coffee, as well as tea, sugar, pineapples, quinoa and fruit juice.

THE ELIOR “AGIR POUR L’ÉDUCATION” FOUNDATIONSet up in 1995 under the aegis of the Fondation de France, the Elior Agir pour l’Éducation

A STRADIVARIUS DELIGHTS

RESIDENTS AT RETIREMENT

HOMES IN ITALY During the year we proved that “the whole experience matters” by organizing 24

exceptional recitals given by the virtuoso violinist Matteo

Fedelio who played his Stradivarius to the delight of our Italian retirement home

residents.

(“Acting for Education”) Foundation grants scholarships to help finance the higher educa-tion of young people who have at least one parent working in the catering or services industry. The Foundation also supports students from priority education areas (ZEP) taken on by the prestigious Sciences Po univer-sity in Paris, and in early 2013 thirty of our experienced managers agreed to become men-tors to these students on a voluntary basis as part of a skills-based philanthropy program called Tandem.

WORKING TOGETHER TO PROMOTE SHARED VALUES Serunión – which is Spain’s leading contract caterer in the Education sector – has built up a close working relationship with UNICEF. In 2013, the company organized a story and drawing competition to raise schoolchildren’s awareness about the water shortages that exist in many developing countries as well as the concept of solidarity. In tandem, as part of our ongoing commitment to combating food waste, in October 2013 we formally signed up, via the SNCRC (France’s national union for contract caterers), to the French Ministry of Agriculture’s national pact on reducing food waste.

WE FOSTER LONG-TERM RELATIONS WITH OUR SUPPLIERS, BY: l working with responsible suppliers; l building responsible partnerships with

our suppliers.

WE PUT OUR SKILLS TO THE SERVICE OF THE COMMUNITY AT LARGE, BY: l taking action through our Agir pour

l’éducation Foundation;l raising our stakeholders’ awareness about

environmental protection and sustainable development;

l participating in community outreach initiatives related to our business.

WE CONTRIBUTE TO REGIONAL DEVELOPMENT IN THE AREAS WHERE WE OPERATE, BY:l recruiting employees in conjunction

with our regional partners; l contributing to the local economy,

and particularly by enabling SMEs to bid for our contracts.

OUR COMMITMENTS

OVERFAIR TRADE PRODUCTS on our approved product list in France

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ELIOR HEAD OFFICE61-69 rue de Bercy75589 Paris Cedex 12Phone: +33 1 40 19 50 00 Fax: +33 1 43 41 42 36 www.elior.com

PURCHASINGPurchasing Department101 rue de Tolbiac75622 Paris Cedex 13Phone: +33 1 56 61 56 00 Fax: +33 1 56 61 56 56

BUSINESS & INDUSTRYELIOR RESTAURATION ENTREPRISES46-52 rue Albert75013 ParisPhone: +33 1 56 61 40 00 Fax: +33 1 56 61 41 00 ARPÈGE223 avenue Pierre-Brossolette92120 MontrougePhone: +33 1 47 35 25 25Fax: +33 1 46 56 52 02 L’ALSACIENNE DE RESTAURATION2 rue Évariste-GaloisBP 8001067012 Strasbourg CedexPhone: +33 3 88 18 68 00 Fax: +33 3 88 81 24 28 ANSAMBLEAllée Gabriel Lippmann56000 VannesPhone: +33 2 97 01 97 97Fax: +33 2 97 01 97 90

EDUCATION AND HEALTHCAREELIOR RESTAURATION ENSEIGNEMENT15 avenue Paul-Doumer92508 Rueil-Malmaison CedexPhone: +33 1 47 16 51 00 Fax: +33 1 47 16 53 49 ELIOR RESTAURATION SANTÉ15 avenue Paul-Doumer92508 Rueil-Malmaison CedexPhone: +33 1 47 16 51 00Fax: +33 1 47 16 53 49

SUPPORT SERVICESELIOR SERVICES92-98 boulevard Victor-Hugo92115 ClichyPhone: +33 1 55 21 87 87Fax: +33 1 55 21 02 07

CONCESSION CATERINGELIOR CONCESSIONS AÉROPORTS61-69 rue de Bercy75589 Paris Cedex 12Phone: +33 1 40 19 50 00 Fax: +33 1 43 41 42 36 ELIOR CONCESSIONS AUTOROUTES61-69 rue de Bercy75589 Paris Cedex 12Phone: +33 1 40 19 50 00 Fax: +33 1 43 41 42 36 ELIOR CONCESSIONS GARES61-69 rue de Bercy75589 Paris Cedex 12Phone: +33 1 40 19 50 00 Fax: +33 1 43 41 42 36 ELIOR CONCESSIONS VILLE ET LOISIRS61-69 rue de Bercy75589 Paris Cedex 12Phone: +33 1 40 19 50 00 Fax : +33 1 43 41 42 36

CHILEÁREAS CHILEAlonso de Córdova 5151, of. 1302, piso 13 – Las Condes Santiago de ChilePhone: +56 2 379 0310

GERMANYELIOR DEUTSCHLANDClevischer Ring 12751063 KölnPhone: +49 221 96 47 67 22Fax: +49 221 96 47 67 66

ITALYELIOR RISTORAZIONE I ELIOR SERVIZIVia Venezia Giulia, 5/a20157 MilanoPhone: +39 02 390391Fax: +39 02 39000041 COPRA ELIORVia Bresciani29122 PiacenzaPhone: +39 0523 623411Fax: +39 0523 623303 GEMEAZ ELIORVia Venezia Giulia, 5/a20157 MilanoPhone: +39 02 390391Fax: +39 02 39000041 MYCHEF RISTORAZIONE COMMERCIALECentro Uffici San Siro, Via Caldera, 2120153 MilanoPhone: +39 02 390391Fax: +39 02 39000041

MEXICOÁREAS MEXICOAeropuerto internacional ciudad de México – Terminal 1 Avda. Carlos León, s/n, edif. C, 2ª planta Colonia Peñón de los Baños 15620 D.F. MexicoPhone: +52 55 5133 2100 Fax: +52 55 5133 1120

PORTUGAL SERUNIÓN – Restaurantes de PortugalRonda da Cintura do Porto Edificio B, 1º D1950 LisboaPhone: +351 218650450Fax: +351 218650459

ÁREAS PORTUGALRua Viana da Mota, 171749 030 Lisboa (Estremadura)Phone: +351 21 842 25 06

SPAINÁREASAvenida Diagonal 579-585, 6ª planta 08014 BarcelonaPhone: +34 93 240 15 15Fax: +34 93 240 15 18

SERUNIÓNAvenida JosepTarradellas 34-36, 7/a08029 BarcelonaPhone: +34 93 228 95 55 Fax: +34 93 228 95 59

UNITED KINGDOMELIOR UKViewpoint240 London RoadStaines TW18 4JTPhone: +44 1784 426 800 Fax: +44 1784 426 898 UNITED STATES

ÁREAS USA INC.5301 Blue Lagoon DriveSuite 690Miami, FL 33126Phone: +1 305 267 8510Fax: +1 305 675 8488

TRUSTHOUSE SERVICES2201 Water Ridge Parkway, Charlotte, North Carolina 28217, Phone: +1 704-424-1071Fax: +1 704-424-1074

FRANCE INTERNATIONAL

CONTACT INFORMATION

This report was drawn up by Elior’s Communications Department. Designed and produced by Publicis Consultants. The French language version of this report is available on request (+33 1 40 19 50 00), or on the Elior website at www.elior.com. The English language version of this annual report is a free translation from the original, which was prepared in French. All possible care has been taken to ensure that the translation is an accurate representation of the original. However, in all matters of interpretation of information, views or opinions expressed therein the original language version of the document in French takes precedence over this translation.Photo credits: Ariel Skelley / Getty Images. Dan Koeck / Reuters. Elior – Antoine Legond – Nicolas Kalogeropoulos/La Petite Production – Stefan Meyer – Hugo Hébrard – JAQ – Center Parcs – Maria Teresa Furnari – Cheryl Stieffel – Miami In Focus, Inc. – Vince Lupo, direction one inc. X.

This report is printed on PEFC certified paper (Programme for the Endorsement of Forest Certification) by an Imprim’vert certified printing firm.

Communications Department 61-69, rue de Bercy – 75589 Paris Cedex 12www.elior.com @Elior_France - @Elioruk - @areas

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2012-2013 ANNUAL REPORT - Elior Group · with Newrest. For 2013-2014, our two main contract...

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