Hotels &

Resorts Presented
by
Gaurav
Solanki
MBA semester
 The Taj
The Indian Hotels
Hotel
Company Limited
(IHCL) and its
subsidiaries are
collectively known as
Taj Hotels Resorts and
Palaces.
It is recognised as
one of Asia's largest
and finest hotel
company.
Incorporated by the
founder of the Tata
Group, Mr. Jamsetji N.
Tata.
The company opened
its first property, The
Taj Mahal Palace
Hotel, Bombay in
1903.
Mumbai
The Taj, a symbol of
Indian hospitality,
 Introduction
Currently the Taj Hotels Resort and Palaces owns and operates 93
hotels in 55 locations across India with an additional 16 international
hotels in the Maldives, Malaysia, Australia, UK, USA, Bhutan, Sri Lanka,
Africa and the Middle East and employ over 13000 people

Taj Hotels is categorised as luxury and leisure.

Taj luxury Hotels offer a wide range of luxurious suites with modern
fitness center, rejuvenating spas, and well- equipped banquet and
meeting facilities

The Taj Leisure Hotels offer a complete package that can be enjoyed
with the whole family

It provides exciting activities ranging form sports, culture,

environment, adventure, music and entertainment.

The Taj Business Hotels Provide the finest standard of hospitality

 History Of Taj
TheHOTEL was built at a cost of more than Rs4 crore. It was the first
building in Bombay to be lit by electricity.

The Taj boasts a series of firsts in Indian hospitality.

The imposing edifice of theTAJis an amalgam of styles that range

from Moorish domes to Oriental and Rajput architecture.

During World War I (1914 to 1918),THE HOTELwas converted into a

600-bed hospital.

The Taj had Mumbai's first-ever licensed bar, the Harbour Bar (bar
license No 1).

India's first all-day dining restaurant, and the country's first

international discotheque.

In 1947, independent India's first speech to industry was made at

theHOTEL.
The Company then undertook major expansion ofThe Taj Mahal Palace
& Tower, Mumbai
by constructing an adjacent tower block and increasing the number of
rooms from 225 to 565 rooms.

With the completion of its initial public offering in the early 1970s, the
Company began a long term programme of geographic expansion and
development of new tourist destinations in India which led to its
emergence as a leading hotel chain in India.

From the 1970s to the present day, the Taj Group has played an
important role in launching several of India's key tourist destinations,
working in close association with the Indian Government.

The Taj Group has been active in converting former royal palaces in
India into world class luxury hotels such as theTaj Lake Palace in
Udaipur, theRambagh Palace in Jaipur andUmaid Bhawan Palacein
Jodhpur.

In 1974, the Taj Group opened India's first international five star deluxe
beach resort, theFort Aguada Beach Resortin Goa. The Taj Group also
began its business in metropolitan hotels in the 1970s, opening the five-
star deluxe hotelTaj Coromandel in Chennai in 1974, acquiring an equity
Board Of Director
Cyrus P. Mistry Chairman
(Board of Director of TATA
Group)
(w.e.f. December 28, 2012)
Tata Industries Ltd.
The Tata Power Company Ltd.
Tata Sons Ltd.
Tata Teleservices Ltd.
Tata Global Beverages Ltd.
Tata ConsultancyServices Ltd.
Tata Steel Ltd.
Tata Motors Ltd.
Tata Chemicals Ltd.

Ratan N. Tata Chairman

(retired w.e.f. December 28, 2012)
 MD & CEO

Mr. Raymond
Bickson
(Managing Director)
Till 31 august 2014
Raymond Bickson's experience in Mr. Rakesh
hospitality spans thirty years and four
Saran
continents.
(Managing Director and
In January 2003, Mr. Bickson moved to
Chief Executive Officer
India and joined the Board as Executive
from 1st September,
Director & Chief Operating Officer of
2014)
TajLUXURY HOTELS, overseeing the
operations of all luxury properties and
Mr. Sarna will take
playing a key role in the global
over from Mr.
expansion and development of
Raymond Bickson.
futureHOTELS. He assumed the role as
Managing Director & Chief Executive
He was development
Officer of The Indian Hotels Company
and management of
Limited in July 2003.
all owned, managed
 Vivanta By Taj, is an Indian Hotels chain established in
September 2010.It is a part ofThe Indian Hotels Company Limited
a subsidiary of theTATA.

With this the brand Taj rolled over 19 of its hotels to the new
brand.

Vivanta by Taj is marketed as an Upper Upscale Brand which is

flanked by the Taj in the top-end luxury department.
 The Gateway
Hotels and Ginger Hotels
Resorts

Gateway is a mid-market brand, Ginger Hotelsis another

positioned below the Vivanta. group of economy hotel brand
It contains properties in across India launched by the
business and vacation Tata Group
destinations like Vivanta does.
The Gateway Hotel brand was
created by Taj in its earlier
market segmentation effort in
the 1990s, and has been
retained and expanded in the
current wave of brand-
segmentation.
Segment, Target Group, Positioning

Segment Leisure and business travelers

Target Group Upper class,

business travelers

Positioning Prime location,

luxury living with Indian values
 THE TAJ GROUP OF
HOTELS SEGMENTATION

TAJ LUXURY TAJ BUSINESS TAJ LEISURE

HOTELS HOTELS HOTELS

TAJ PALACE, TAJ PRESIDENT, TAJ BEACH

TAJ MAHAL, TAJ RESIDENCY, RESORT,
TAJ BENGAL, TAJ CONNEMARA, TAJ CULTURAL
TAJ WEST END TAJ BLUE CENTRE,
DIAMOND TAJ GARDEN
OFFER FINEST RETREATS
STANDARD OF OFFER
HOSPITALITY & MULTI CUISINE LOCATED AT
SERVICE RESTAURANTS & BEACH RESORTS,
BEST BUSINESS PALACES, PILGRIM
FASCILITIES CENTRES ETC.
 SWOT ANALYSIS
1. Group comprises 93 hotels in 55 locations
across India with an additional 16
international destinations.

2. Employee strength over 13000 people.

Strength 3. The perfect experience of Indian luxury
living.

4. Employee retention due to good brand

image.
.
5. Considered to be the most premium hotel
chain in India.

6. Top-of-the-mind brand recall.

1. Limited market share due to tough

competition from international and domestic
players means.
 1. Introduce better membership
plans.
Opportunity
2. Improve hygiene standards.

3. Upgrade to international
methods of work.

1. Other heritage properties.

2.Competitors upgrading to
Threats international standards of work
ethic.

3. Expectation of clients
intermsof technological
development.
 Competitor

LeelaGroup of Hotels

Oberoi Hotelsand Resorts

Hyatt

Le Meridian
Customer

Relationship

Management
 Stations Of Experience
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 typical Rajasthani Attire.
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
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 Cont
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: A fragrant incense stick wrapped in a satin cloth is gifted to the
customers as a souvenir.

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 SERVICE TRIANGLE

Company

Internal Marketing External

Vertical Communications Marketing
Horizontal Communications Communication
Advertising
Sales Promotion
Public Relations
Direct Marketing

Employees Customers
Interactive Marketing
Personal Selling , Customer
Service Center, Service
Encounters , Services capes
 External Marketing-
Advertisement
T.V channels
like STAR
NEWS,CNN and
CNBC.
Magazines like
THE OUT LOOK
TRAVELAR,GO
NOW and
TRAVEL.
Business news
paper(E.T,
Financial
Express,
Bombay Times)
Internal Marketing
Taj Management Training Programme (TMTP)

Hotel Operations Management Trainee

(HOMT) Program
Taj Management Training Programme (TMTP)
- Operations/ Food Production
Affiliation with Indian Institute of Hotel
Management, Aurangabad
 Customer Loyalty Programs
( Retention)
Taj Inner Circle

Taj Epicure Plan

Benefits That Customers Enjoy As A Silver & Gold Member

Customers will be greeted with flowers & fruits in their room
Check-in & departure formalities will be easier, faster & flexible
Receive special discount on rooms at Taj leisure hotels
Avail of double occupancy at no extra cost
Entitled to a priority wait-list

Points Redemption

Taj Club
 Information system in Taj Hotels

Serenata IntraWare
Connects all 75 hotel of Taj and have centralized
software
The scenario or the problem
Problem of fragmented distributed information
Problem of delicacy and missing of data
Scalability Issues: incorporating new hotels in
the chain involved consuming and time
processing process
24
 Financial Highlights
2013-14 2012-13

(Crores) (Crores)

Gross Revenue
1,977.33 1,924.79

Expenses -
1,761.13 1,701.67

Profit Before Tax and Exceptional Items 216.20

223.12

Loss Before Tax

(520.90) (209.79)

Loss After Tax

(590.49) (276.61)

Dividend -
@ 69.40
Conclusion & Recommendation
Strict compliance to the SOPs(Standard Operating
Procedures)
Improvement in knowledge & skill set of
employees
Customer centric vis--vis profit centric approach
Stopping unethical practices especially in seasons
Treat all the customers equally
Taking feedback not only from external customers
but also the internal customers i.e., the
employees.
Proper check on the hotel staffs and processes
efficiency by the management, say by employing
Mystery Customers.
Thank you
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