IBERSOL | Annual Report 2020

Restaurants The Ibersol Group opened its first three restaurants in Spain in 2017. The financial year of 2020 began with 5 units in operation, 4 in Vigo, directed towards home delivery service, and 1 restaurant in Oviedo. Because of the Covid-19 pandemic, a state of emergency was declared in Spain on 15 March, leading to the closure of the 5 Pizza Hut res- taurants. When restrictions were lifted only 3 of the 5 restaurants resumed activity. One of the res- taurants in Vigo remained closed and the restaurant located in the Intú Shopping Centre, in Oviedo, was sold. The Group currently operates 3 restaurants and employs a staff of 48 employees. 2020 saw the consolidation of re- sults obtained in previous years through the Assured Customer Experience (ACE) programmes, all restaurants are 100% Standard and Guest Experience Surveys (GES) ranked higher than the brand on the Spanish market. These results become more rel- evant if you bear in mind the challenges generated by the pan- demic over the last three quarters of 2020. SPAIN total of 40% of sales across all seg- ments. The Marketing Plan was strength- ened in the second semester, with campaigns revolving around the 40th anniversary of the Pan Pizza, the launching of the “Triple Box” and the celebrations of the brand’s 5th anniversary. This allowed for innovation of the offer and main- taining communications channels open to the clients. Despite this being a particularly dif- ficult year, Food Health and Safety demands remained strict, with the implementation of biosafety meas- ures and contactless service. Client satisfaction also grew, to 87% (GES Indicator). Social responsibility initiatives were maintained, with Pizza Hut again joining the “AD HOPE” initiative against hunger, along with the KFC brand. In terms of Human Resources, the policy of skill building among local resources was maintained for the 29 members of staff. 80