Taj group of hotels
- 1. Presented By – Bhruguraj Acharya – 319SM1002 Layatmika Sahoo – 319SM1015
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- 4. Introduction • The Indian Hotels Company (IHC) is the parent company of Taj Hotels Resorts and Palaces. • It was founded by Jamshetji N. Tata on 16th December 1903. • The Taj hotels are categorized as luxury and leisure. • The Taj Luxury Hotels offer a wide range of luxurious suites with modern fitness centres, rejuvenating spas and well-equipped banquet and meeting facilities. • The Taj Leisure Hotels offer a complete holiday package that can be enjoyed with the whole family. • It provides exciting activities ranging from sports, culture, environment, adventure, music and entertainment. • The Taj Business Hotels provide the finest standards of hospitality so it is recognized throughout the world.
- 5. • Each hotel has elegantly designed smart space rooms. • The room are categories as standard, twin, family and dormitory rooms. • The other features of The Taj Hotel includes a well- equipped gymnasium, laundry services, in-room dining and high speed internet. • The Restaurants serve a wholesome fare of Indian , Chinese and Continental cuisine.
- 6. Management • Pre-Arrival • Reservations: During the reservation a preference sheet is mailed to capture the details and to enhance the stay experience. • Airport pick-up: An airport representative is sent along with a chauffeur holding a placard • Arrival • Welcome at the lobby: Royal welcome by the guards in smart and distinct Attires. • Royal Welcome for Groups: Special arrangements for groups are made. A huge caravan of Elephants, camels , horses along with a professional band is called for the reception of the group. • ATG( Aarti, Tiki and Garlanding): • Welcome Drinks upon arrival • Check-in • Escorting • Welcome Letter • Room Orientation
- 7. • Experience during stay • Heritage walk • Special Occasion Celebration • City tour by vintage car • Cultural music and dance • Unique dinner experience • Grand Wedding • Other Facilities • Check Out • Feedback Form at time of Turn Down • Souvenir: Ex- A fragrant incense stick wrapped in a satin cloth is gifted to the customers as a souvenir.
- 8. Business Model Guest Preference List At the time of the reservation a preference sheet is sent across to the guest along with the reservation conformation mail. This is primarily to capture the various preferences of the customer such as food habits (Diabetic/ Low fat etc.), special needs etc. It also asks if the customer is coming on a special occasion or not and arrangements are made accordingly made on the visit. Handling Complaints This is another important tool in improving the service of the hotel and to capture guest complaints. If a complaint is registered by a customer it is updated on the software. Gradually as the time lapses the status displayed turn from green to yellow and ultimately red. This status can be seen by any of the managers as the software is connected to the central server. Fidelo It is a property management software used by most of the Indian Hotels Management Company. They use it to store the profiles of the guests for any special occasion. Each Taj Group of Hotels can access the profiles.
- 9. Wow Card This is being used by the personal butlers for recording the preferences and other important aspects of the guests. This is just a small booklet carried by all the staffs at every time. For future refences this info is to be uploaded to the server. GRE Courtesy Call Once the guest is inside the hotel (a day or two) a courtesy call is made by the guest relationship executive during the evening hours. This is just to know about the experience of them. If they are facing any issues then that can be improved. GSTS Post departure an automated mail from the central server is sent to the guest requesting to fill up a feedback form. There are various heads covering the various stations of experiences which are scored on a Likert Scale. This information is quantified to highlight the areas of concern. This score is also used as a measure of performance of a hotel unit.
- 10. STP Analysis Segmentation Geographical segmentation Demographical segmentation Psychographic segmentation Behavioural segmentation Positioning •Through print media •Electronic media •Magazines •Online advertising •Targeting •People who have common need, •Business class •Upper class •Tourists
- 11. SWOT Analysis of TAJ Hotels S Strengths Strong domestic market Brand Image W Weaknesses Expansion in global markets. Suppliers in international markets. O Opportunities Indian tourism industry Introduce better membership plans Upgrade to international methods of T Threats Open market of India. Other heritage properties Competitors upgrading to international standards of work ethic
- 12. HISTORY
- 13. PRESENT SCENARIO • Currently, N Chandrasekaran is the Chairman and Puneet Chhatwal is the MD & CEO of The Taj Group of Hotels. • As of 2020, the company operates a total of 74 hotels and hotel-resorts, with 10,218 rooms across India and 16 in other countries, including Bhutan, Malaysia, Maldives, Nepal, South Africa, Sri Lanka, UAE, UK, USA and Zambia. • The Taj Hotels are operational in 49 destinations (as in 31st March, 2020). • Taj Hotel’s Revenue for FY 2019-2020 was ₹ 4,596 Crores with a profit of ₹ 354 Crores which was a 24% more than the last year’s profits.
- 14. PROMINENT NEW PROPERTIES OPENED DURING THE YEAR
- 15. AWARDS AND RECOGNITION • BRAND FINANCE BRAND VALUE REPORT – INDIA 2020 • TRUSTYOU 2019-2020 • EARTHCHECK CERTIFICATIONS • BEST NEW WELLNESS RESORTS IN THE WORLD • CONDÉ NAST TRAVELLER MIDDLE EAST READERS’ CHOICE AWARDS 2020 - Taj Rishikesh Resort & Spa, UK, India • WORLD ARCHITECTURE COMMUNITY AWARDS • TRIP ADVISOR TRAVELLERS’ CHOICE 2020 – TOP 25 LUXURY HOTELS IN INDIA • TRAVEL+LEISURE US THE WORLD'S BEST HOTELS AWARDS 2020 • The Top 25 Hotel Brands in the World • The Top 100 Hotels in the World - Rambagh Palace, Jaipur, India • The Top 15 Hotels in New York City - The Pierre, New York • Top 15 Resort Hotels in Asia - Rambagh Palace, Jaipur, India & Taj Lake Palace, Udaipur • The Top 15 Asia City Hotels - Taj Palace, New Delhi, India • Top 5 India Resort Hotels - Rambagh Palace, Jaipur
- 16. FUTURE STRATEGY Taj is the epitome of warmth, service and luxury. The brand is India’s strongest brand and our aspiration is to take the brand to landmark cities, leisure havens and spiritual destinations in India and overseas. We will add 11 new properties under the brand over the next few years.
- 18. REFERENCES • https://www.ihcltata.com/IHCL_Annual_Report_2019-20.pdf • https://en.wikipedia.org/wiki/Taj_Hotels • https://www.ihcltata.com/