BEFORE STARTING WITH OUR PROJECT HERE

ARE SOME FACTS ABOUT TAJ ...

DO U KNOW?
TAJ MAHAL PALACE HOTEL has completed 100
years in the year 2003, and is the oldest 5 star
hotel in our country.

Tajs name was kept TAJ as MR. Jamsetji

Nusserwanji Tata wanted to make his customers
feel as if they are staying in a royal palace; this is
probably the reason why the interiors of TAJ MAHAL
PALACE are like
the
one found inside
a
palace.

For more than 100 years, we have acquainted guests with

the living heritage of India - and a legendary experience in
hospitality.
It began on December 16, 1903, when J amsetji Nusserwanji
Tata opened Tajs first hotel, the Taj Mahal Palace & Tower,
Mumbai. This grand hotel epitomized a philosophy that still
holds true today: provide impeccable service and
unparalleled facilities so every stay is a memorable one.
A part of the Tata Group of companies www.tata.com, India's
premier business house, Taj Hotels Resorts and Palaces
comprises 56 hotels in 39 locations across India with an
additional 17 international hotels in the Maldives, Mauritius,
Malaysia, Seychelles, U K , USA , B hutan, Sri L anka, A frica, and
the Middle E ast. Over the years, Taj has won international
acclaim for its quality hotels and its excellence in dining,
business facilities, interiors, and world-class, personalized
service.

In India, Taj is recognized as the premier hospitality provider,

spanning the length and breadth of the country, and gracing
important industrial towns and cities, beautiful beaches,
historical and pilgrim centers, and wildlife destinations.

HI STORY OF TAJ :Billed by the Times, London as the finest hotel in the East,
the Tajs first hotel, the Taj Mahal Palace & Tower, Mumbai
was perhaps the only place in the world where a British
Viceroy could rub shoulders with an Indian Maharajah,
where the Congress could debate with right wing leaders,
and where sailors on shore leave could flirt with the
Pompadour Follies. Built at the cost of a quarter of a million
pounds, the hotel introduced a series of firsts that set new
benchmarks in Indian hospitality. Over the years, the Taj
brought into Bombay, Professors of Dance Mademoiselle
Singy to raise temperatures and a few eyebrows with the

Tango, the first air-conditioned ballroom to cool things

down, the first cold storage, the first licensed bar, and
more.
The changing decades ushered in new tastes and newer
guests including Mick Jagger, Steven Spielberg, and David
Rockefeller, to name a few. From Nobel laureates to rock
stars, fashion divas, to oil-rich sheiks, Taj represented a
global village long before the term was to become a clich.
Even today, a hundred years on, guests will find Taj taking
luxury to greater heights in all its hotels around the world
including business capitals, fairy-tale palaces, on secluded
islands, in private yachts, aboard executive jets, and amidst
spas and resorts. Still, as the discerning traveller will note,
a little ahead of its time.

How does TAJ provide services to its

customers?
According to TAJ, CUSTOMER IS GOD. So they see to it that
they serve their customers in the best possible manner. The
following steps are taken by TAJ to serve their customers:TAJ has a system known as the G.S.T.S i.e. the
GUEST SERVICE TRAFFIC SYSTEM. In this system all
the complaints of the customers are filled using
computer software. A separate committee is
appointed which goes through the systems to
check out all the complaints that are filled in by

the customers. There is a meeting at the end of

the month where these complaints are discussed
by this committee, so that in future these
complaints dont happen again.
The people in TAJ dont like to keep their
customers waiting, therefore whenever one calls
TAJ for some work; their call is picked up within 2
rings by the person sitting at the telephone
department. Also the room service like the
cleaning of bed etc, is also done in a period of 3-4
minutes.
TAJ also provides free pickup and drop services to
all its customers.
Suppose if a customers birthday comes during
his/her stay in TAJ, then he is given a wine bottle
and few chocolates by TAJ.

EMPLOYEES OF TAJ :These needs are the basic needs of food, clothing,
shelter etc, which have to be fulfilled b y an individual.
An individual will be able to fulfill these needs only if he
has adequate money with him. Taj helps to satisfy these
needs in the following ways:Taj provides employment to more than 1,500 people
(including people employed on permanent and

temporary basis) and gives them a good pay

depending upon their post.
Most of the employees working in TAJ come from
different parts of the country and find it difficult and
expensive to get accommodation, TAJ provides them
with housing facilities by just deducting a small
amount from their salary. The houses provided are
decently sized and well maintained and also differ
from post to post.
Taj also provides uniform (blazers) to all its
employees. They are given a new set of uniform
every six months.
Since the employees have a shift of 8 hours a day,
Taj also provides them with meals depending upon
which shifts they work on. The quality of the food is
equivalent to the food provided to the guests.

In case of job security an employees job is not secured

for the first year. However if the management is satisfied
with his job, an employees job might be secured even
before he completes 12 months.
In case of a trainee there is no job security provided. But
if the management is satisfied with his job they might
offer him a job in their hotel.
In case of physical security they provide them with
benefits like medical insurance, life insurance at the
discretion of the employee. This is because to avail these
facilities a minimum pay is deducted from their salary .

The employees are allowed to have their meals in groups,

for example if there are ten people working on a shift
there may be groups of 4 who lunch at one given time.
This helps them to form informal groups. However these
informal groups are made amongst the employees of the
same level.
In Taj there is also an annual social gathering where all
the employees from the top to the bottom are invited.
Also each and every employee is given a gift when they
leave, and the gift differs from post to post.

PROMOTION:In Taj , promotion is strictly given on the basis of merit.

Here the things like experience and influence doesnt
come into account. If one is capable then he will be
promoted.

RECOGNITION:Employees are considered important in Taj, and are

recognized for their job. In case , if an employees
performance is exceptionally good in the past year he is
awarded a certificate along with some cash incentives. Also
if an employee has given long years of service he is given a
momentum from Taj.

JOB ROTATION:In the hotel industry, job rotation is followed on a large

scale. This is done so that an employee can exel in
each and every department. An employees job is not
rotated unless he has proven himself in a particular
department. Therefore when an employee is rotated from
one department to another there is an ego boost as he feels
that the management has appreciated his work and feel that
he is capable of doing something more.

JOB ENRICHMENT& ENLARGEMENT

In the hotel industry, job enrichment and enlargement is
not followed as they feel that if an employee is capable
of handling additional responsibilities then he is directly
promoted.

Imp
ortant Milestones in the History of Taj:
1903: Created history with the opening of The Taj Mahal Palace
Hotel, Bombay (Mumbai) Indias first Luxury hotel
1971-72: Pioneered the concept of authentic Palace Hotels in the
country with the Rambagh Palace in Jaipur, the Palace of the
Maharajah of the esrtswhile state of Jaipore.
1974: Conceptualized the unique beach resort at Fort Aguada,
Goa built within the walls of a Portuguese fort overlooking the
Arabian Sea
1978-82: Taj launched in Delhi with its luxury hotel -Taj
Mahal Hotel on No. 1 Man Singh Road and then prepared India
for the Asian Games by setting up Taj Palace, Delhi with the
largest convention centre in the country
1982: Taj established a presence in the Western Hemisphere
with the historic St. James Court Hotel near BuckinghamPalace,
London

1984-92: Well before these destinations became world renown

for their beauty, Taj expanded to Kerala and Sri Lanka
1992-97: Rolled out B usiness Hotels in key cities and towns
across the country, branded as Taj Residency hotels
2000: Consolidated its position as the largest chain in India with
hotels in Ahmedabad and Hyderabad, the latter city being a joint
venture with GVK Hotels resulting in a dominant position in the
market for premiumand luxury hotel rooms
2002: The new Taj Exotica Resort & Spa, Maldives, within six
months of its launch, was awarded the title of "The Best Resort
in the World" in the first ever Harpers and Queen Travel Awards

TAJ HOTELS:From world-renowned landmarks to modern business

hotels, and idyllic beach resorts to authentic Rajput palaces,
each Taj hotel offers an unrivalled combination of warm
Indian hospitality, contemporary, efficient service, and
modern luxury. Taj Hotels, Resorts, and Palaces are
organized into three categories: Luxury, Leisure and
Business.

Taj Luxury Hotels

Taj Leisure Hotels
Taj Business Hotels

Taj Luxury Hotels

The E mbodiment of True Indian Hospitality
Taj Luxury Hotels capture the essence of the Taj experience
and are synonymous with lavish accommodations and
unrivalled service. With vantage locations in every city, each
hotel offers luxuriously appointed suites and rooms,
gourmet specialty restaurants and bars, state-of-the-art
business facilities, modern fitness centres, rejuvenating
spas, and well equipped banquet and meeting facilities.
Taking Guests B ack to the Age of Refinement and Fairytale
B eauty
Taj Luxury Hotels also encompass authentic palaces.
Transporting guests back to the age of kings and
courtesans, these exquisite buildings resplendent with
domes, terraces, carved pillars, and archways built in the
true royal style?have recently been refurbished with modern
luxuries. To heighten the authentic palace experience, a
team of butlers serves guests in the kind of style that a
maharaja would have offered his guests.

Fine Dining that Stands Apart

A distinctive feature of the Taj Luxury Hotels is the trend
setting, award-winning restaurants and bars that serve a
wide variety of cuisines from across the globe. From
contemporary Pan Indian cuisine to East Mediterranean,

Chinese, Vietnamese cuisine, the restaurants at Taj are

setting benchmarks for an outstanding culinary experience.

Members of the L eading Hotels of the W orld, L td.

The following hotels are members of the Leading Hotels of the
World, Ltd.:

The Taj Mahal Palace & Tower (Mumbai)

Taj Lands End (Mumbai)
The Taj Mahal Hotel (New Delhi)
The Taj West End (Bangalore)
Taj Coromandel (Chennai)
Taj Krishna (Hyderabad)
The Pierre (New York)
The following hotels are part of the Leading Small Hotels of
the World, Ltd.:
Taj Lake Palace (Udaipur)
Rambagh Palace (Jaipur)
Umaid Bhawan Palace (Jodhpur)
Taj Exotica Resort & Spa (Maldives)

Taj L eisure Hotels

Escape the Ordinary at Our L eisure Hotels
Taj L eisure Hotels include idyllic beach resorts, genuine palaces,

turn-of-the-century garden retreats, and historic and pilgrim

centres. Showcasing the best of every destination, Taj
Leisure Hotels are replete with adventure, romance, comfort,
and style.

Offering a Holiday to Remember :Taj Resort Hotels offer delightful rooms by the sea,
restaurants that serve the freshest catch of the day, the
latest water sports facilities, tennis courts, freshwater
swimming pools, spas, and travel assistance. Taj Garden
Retreats are a great escape in the midst of nature, offering
restored colonial architecture, gracious rooms with a view of
exquisitely landscaped gardens and a wonderful atmosphere of
peace and calm. Other L eisure Hotels echo the countrys rich and
varied past, and are located in close proximity to the focal points
of Indian art, culture and history.

Fun the W hole Family Can E njoy:Taj L eisure Hotels are a complete family destination offering a
wide variety of activities for all age groups. For the young
members of the family, Taj Leisure Hotels offers exciting,
fun-filled holidays that provide the best in children
activities ranging from sports, culture, environment,
adventure, music, and entertainment. Parents can relax
throughout their holiday by leaving their children in the care
of the hotel staff, which will make sure that the younger
guests have a holiday to remember.

W ell E quipped for the Perfect E scape:-

Taj L eisure Hotels offer everything from comfortable rooms

with a view, friendly efficient service, specialty restaurants and
lively bars, telecommunication facilities such as Internet
connectivity, well equipped business centres, conference
facilities, and banquet areas. Other features include
swimming pools, casual dining restaurants, fitness centres,
travel assistance, spas, various sightseeing options,
backwater cruises, and much more. The restaurants offer an
array of delectable Indian and world cuisines. Some recipes from
homes in the region often go back two to three generations.

The Fine Art of Relaxation:The Taj L eisure Hotels also promise a whole new experience
of tranquillity and total wellness. At the Spas, Ayurveda,
yoga, meditation, and herbal knowledge come together to
create a holistic experience in harmony with its location.

L eading the Industry with Innovation:Taj Business Hotels are witnessing a new spirit of change.
Recognising the evolving needs of its guests, Taj Business
Hotels are in the process of rolling out an enhanced
product offering across its hotels. Extensive research has
been conducted across the country to understand the needs
of guests to create a product offering that will set the
benchmark for business hotels in India.

MANAGEMENT:Mr. Raymond B ickson

Mr. Franz Zeller
Managing Director
& CEO. Sr. Vice President &
Chief Operating Officer
Mr. Anil P. Goel
Taj Luxury Hotels International
Sr. Vice President
Finance
Mr. Abhijit Mukerji
Chief Operating Officer
Mr. Ajoy K. Misra
Taj Luxury Hotels India
Sr. Vice President
Sales & Marketing
Ms. Jyoti Narang
Chief Operating Officer
Mr. Prakash V. Shukla
Business Hotels Division
Sr. Vice President Technology &
Chief Information Officer
Mr. Jamshed S. Daboo
Chief Op. Officer.
Mr. Yogi Sriram

Sr. Vice President.

Mr. Raymond Bickson

Managing Director & Chief Executive Officer

Raymond Bicksons experience in hospitality spans thirty years

and four continents. In January 2003, Mr. Bickson moved to
India and joined the Board as Executive Director & Chief
Operating Officer of Taj Luxury Hotels, overseeing the
operations of all luxury properties and playing a key role in the
global expansion and development of future hotels. He
assumed the role as Managing Director & Chief Executive
Officer of the Indian Hotels Company Ltd in July 2003.
An American national, Mr. Bickson attended the cole Htelire
Lausanne in Switzerland and Advanced Management Program at
Harvard Business School. He was voted one of the Top 10 Best
Hotel Managers by Leaders Magazine from 1997-2002 and as
the Best Hotelier in the World by the Gallivanters Guide in
2002 and holds numerous awards in the industry.

Anil P. Goel
Senior Vice President, Finance
Anil Goel is charged with the task of overseeing the Taj Groups
finance, mergers and acquisitions, purchase and audit
functions. With over 22 years of experience in the Tata Group
in various financial roles, including Chief Financial Officer of
Tata Tea, he brings a unique understanding of fiscal
responsibility to Taj. Anil is also a former member of the Board
of Tata NYK Transports Systems Ltd, Watawala Plantations Ltd
and Tata Coffee Ltd., as well as the former Principal Ethics
Officer of Tata Tea Ltd.

Ajoy K. Misra
Senior Vice President, Sales and Marketing
In his 24 years with the Taj Group, Ajoy Misra has worked in
various capacities, from sales and marketing to operations.
Ajoy joined the Taj in 1980 in the Corporate Sales and
Marketing Department through the Tata Administrative
Services. He served as General Manager of the Taj President
Hotel in Mumbai and Area Director in the Sri Lanka and
Maldives regions. Today, Ajoy represents Taj in industry
organizations such as the World Travel and Tourism Council,
India Initiative (WTTC), World Tourism Organisation (WTO),
Hotel Association of India (HAI), Bombay Chamber of
Commerce and Industry, and the Confederation of Indian

Industry (CII).

Prakash V. Shukla
Senior Vice President, Technology and Chief
Information Officer
With over 20 years experience in the information
technology industry, Prakash Shukla brings valuable expertise
to the expanding network of Taj Hotels. He is currently
responsible for total IT deployments at the Taj Group and is on
MDs management committee. With a background in some of
the industrys most venerable corporationsUnisys / Sperry
and IBMPrakash has provided IT solutions for numerous
clients: Morgan Stanley, Goldman Sachs, Citigroup, and
Solomon Smith Barney.
An American national, Mr. Shukla is a graduate of Rutgers
University with degrees in Electrical Engineering and English,
and New York Polytechnic University with a Master's degree in
Computer Science. Mr. Shukla attended the Advanced
Management Program at Harvard Business School.

Yogi Sriram
Senior Vice President, Human Resources
Yogi Sriram has over 28 years of experience in Human
Resources Development. He has lead the HR function
in Asea Brown Boveri Limited, Dabur India Limited and Larsen &

Toubro Limited, one of Indias largest conglomerates as Vice

President Corporate Human Resources. Before joining Taj
Hotels Resorts and Palaces, he was H.R. Director (Africa, Middle
East, Turkey & South Asia) with BP (British Petroleum).
Talent management and change management are his interest
areas to which he has successfully contributed in leadership
roles in very large organizations.

Franz Zeller
Sr. Vice President & Chief Operating Officer
Taj Luxury Hotels International
Franz Zeller joined The Indian Hotels Company Limited as
Senior Vice President & Chief Operating Officer, in November
2003. Previously he was Senior Vice President Middle East &
North Africa, Millennium Hotels & Resorts and prior to that
Senior Vice President Operations, Asia Pacific & General
Manager for the same Group.

Abhijit Mukerji
Chief Operating Officer, Taj Luxury Hotels India
Abhijit Mukerji manages a portfolio of the thirteen Taj
Luxury Hotels in India, which consists of landmark hotels in key
metro cities including the groups flagship hotel, The Taj Mahal
Palace & Tower, Mumbai, historic royal Palaces, and luxury

residences.
Mr. Mukerji is an alumnus of Cornell (Essec) and Harvard
Business School, and has a flair for European languages.

Jyoti Narang
Chief Operating Officer
Business Hotels
In a career spanning 23 years with Taj Hotels, Jyoti Narang has
held a variety of positions, from sales and marketing to
operations. Currently, she serves as Chief Operating Officer of
the Business Division of the Taj Hotels, Resorts & Palaces.
Located at the nerve centers of Indias emerging industrial and
business cities and towns of India, Tajs 18 Business Hotels
maintain the highest standards in all the services they offer .

The Tajs legendary hospitality has been taken to a all-new level:

The skies above.

TajAir is an executive jet service that offers you a luxurious

experience in the comfort of your very own aircraft.
When you fly TajAir, you have a choice of two Falcon 2000
aircrafts. They conform to international safety standards,
seat eight passengers and are designed by Dassault Aviation
of France.
Visit www.tajaironline.com to find out more or book a
private luxury jet for your next trip
.

Inditravel was formed in 2002, post the acquisition of the

18 year old agency Stallion Travel Services Pvt. L td. by
The I ndian Hotels Company L imited.
Headquartered in Mumbai, with branches in 34 locations
across India, Inditravel is a professionally managed travel
agency providing total travel management solutions.
Affiliated to IATA, UFTAA, PATA, TAAI and the Department
of Tourism, India. Inditravel offers the following services:

International air ticketing

Domestic air ticketing

Rail ticketing
Hotel B ookings
Car R entals
V isas
Passport Assistance
Foreign E xchange Assistance

Questionnaire details:TAJ MAHAL & TAJ TOW E R

HUMAN RESOURCE DEPARMENT HEAD- MR.
K.S.Srinivasan
NAME OF EMPLOYEE
MR. JOSHUA MANAZEES

POST
TRAINEE (TEMPORARY
EMPLOYEE)

MRS. RENUKA CHAUDHARI

EXECUTIVE HOUSEKEEPER
MR. ABRAHIM
MR. GEORGE KENVILLA

FOOD AND BEVERAGE

EXECUTIVE

MR. RAMOND BENKSON

FRONT OFFICE MANAGER

EXECUTIVE OF LUXURY
DINING

Questions asked to Mr. K.S.Srinivasam:Q)How long back was this organisation established?
Ans) This organisation was started on December 16,
1903. Since then Taj hotels have completed over 100
years .
Q) Who started this organisation?
Ans) This organisation was started by Jamsetji
Nusserwanji Tata. The name of the organisation comes
from his name.
Q) Is it a formal or an informal organisation?
Ans) It is a formal organisation. Here a group of people
work together under an authority towards common goals
that mutually benefit each other. Our organisation has a
system of well defined jobs, each having clearly defined

authority responsibility. We have a large set of rules,

regulations and systems.
Q) What type of organisation is it?
Ans) It is an economic organisation as it provides services
of value to its customers in the society.
Q) In what way would you differentiate Taj from other
organisations?
Ans) Even today there are organisations who follow
traditional methods of working. But it is not so here. Due
to rapid societal, economic, global & technological
changes, we try new ways of getting our work done like
having employees participation in decision making and
being more customer oriented.
Q) Is there any particular knowledge or qualification
required to start this business?
Ans) Taj is a very huge organisation. In order to start a
hotel one obviously needs to have large funds. One
needs to have complete knowledge in hotel management,
sourcing of raw materials & should also be aware of the
financial aspects of the business.

Q) What characteristics according to you reflect the

culture of Taj?
Ans) According to me Taj is an organisation which is a
reflection of the top management. Our organizational
culture reflects the philosophy and actions of the top
management. One more characteristics is that, our
organizational members accept its culture voluntarily.
They may notembrace it but they need not explain it.

Q) What kind of culture is reflected by Taj as an

organisation?
Ans) The culture reflected by Taj as an organisation is
role culture. In this appointment is done on the basis of
the ability of the persons to carry out their functions
satisfactorily. The departments are assigned specific
functional roles and the work is governed by authority,
structure and a set of procedures. The departments
follow certain mechanisms and rules for decision-making
and resolving conflicts.

Q) What function or what purpose does this culture serve?

Ans) The culture helps in the selection of entry level
personnel i.e. we are highly selective about the people we
hire. We always hire employees who have values
essentially consistent with of their organisation. Due to
organizational culture many organisations make
deliberate efforts to teach their employees certain core
values.
Q) Is this culture subject to any changes? If yes, what
factors lead to these changes?
Ans) This culture is relatively stable but can be changed.
As we are in hotel business, our culture is subject to
changes sometimes. There can be change in the culture
when the hotel is taken over by a new leader i.e. the top
level management. Sometimes even the characteristic of
the employee brings about a change in the culture.

Q) Are there any provisions for rewarding and punishing

your subordinates?
Ans) Yes of course! If our employees are regular and have
shown improvement in their work they are given various
incentives and are also prompted to a higher post. On the
other hand, they are also punished on making mistakes.
If an employee is late more than 3 times in a month, their
salary is cut accordingly. On any other mistake they are
punished by either fining them or by suspending them
for a few days.
Q) What kind of structure is observed in your
organisation?
Ans) Basically Taj observes a tall structure as it is a very
large organisation. There are different levels of
management viz. top level, middle level, lower level. Each
level has its own head. Some of the positions are
chairman, managing director, ass. Manager, supervisor,
worker etc. This structure provides greater opportunities
for upward movement. The best thing about this
structure is that there is an indirect relation between all
the levels of management.
Q) What pattern of communication is followed?
Ans) Communication is an important aspect in every
organisation. So we give a lot of emphasis on it. We try to
maintain a friendly relationship between our
subordinates so they can feel comfortable
communicating with us.
Q) What kind of departmentalization does your
organisation follow?
Ans) The departments in our organisation are divided on
the basis of their function. The organisation is divided
into various departments such as production, marketing,

finance, human resource and development, sales. Each

department has a senior manager under whom there are
subordinates. Some of the departments are also divided
on the basis of the services given to the customers.
Q) Any characteristic would you like to provide to us that
outshines your organisation.
Ans) Taj believes CUSTOMER IS GOD. So we take care
that we serve our customers in the best possible
manner.Taj provides impeccable services and unparallel
comfort to their customers.
Q) What kind of relationship do you share with your
subordinates?
Ans) We share a strictly formal relationship between our
subordinates. We have certain well defined rules and
norms and we have to follow those norms. The relation is
basically impersonal, non partial, contractual, and
non-intimate and of economic nature.

GENERAL QUESTIONS :Q) How many workers have been employed in your hotel?
I.e. TAJ MAHAL PALACE AND TAJ TOWER?
Ans) We have more than 1100 workers employed on a
permanent basis, and about 200-250 workers employed
on temporary basis.

Q) How many rooms are here in your hotel?

Ans) There are about 565 rooms in our hotel and there is
also a coffee shop that can accumulate more than 1900
people.
Q) In the initial stage what is the minimum pay given to
the employees?
Ans) The wage rate varies from department to
department. For example the person working at the
telephone department gets a pay of approx Rs-5,500
whereas a normal waiter gets about 1500 Rs in the start.
Q) Do you provide housing facility to workers coming
from out of town?
Ans) We do provide housing facility to each and every
employee in our hotel, but its on the employee to use
this facility. For this a small amount is deducted from
their salary. In this way the employee gets this facility in
about 1/5th of the rate that they may pay outside.
Q) Do you provide employees with on-the-job and
off-the-job training?
Ans) Each and every employee gets training before we
put him at work. For example a person who wants to
become a manager has to first undergo room service
training then laundry service, and then the remaining
departments.
Q) What are the rules of your hotel regarding the job
security of employees?
Ans) An employee first has to work for 1 year on trial
basis and he is given permanent status only after this,
however if is working exceptionally well then he would be

awarded with permanent status even if he has not

completed 1 year.
Q) How do you try and control employee absenteeism?
Ans) In the first 6 months his daily salary will be cu if he
bunks a days work but after that he I been given medical
leaves and concession leaves that is a days off in every 3
months on his own wish.
Q) If customer is not satisfied with the service then what
action is taken against that employee?
Ans) According to us CUSTOMER IS GOD, so its but
obvious that we have to take his complaint seriously. In
this case the employee is given a warning, he will get a
total of 3 such warnings, and after this he is asked to
give a resignation.
Q) Are there any social gatherings or annual get together
for the employees?
Ans) Yes we do have an annual get together for the
employees, here all our employees from the top to the
bottom, from each and every branch of our hotel is
invited. When the party is over each and every one of
them is given a gift that varies according to his position
in our hotel.

Q) Is job rotation followed?

Ans) Complete job rotation is followed; each and every
employee should have an idea about every department.
Q) What is your main target sector?

Ans) we used to target the foreign sector initially but

these days due to the expansion of business we get more
number of Indian customers. In the month of sept-feb
end our hotel is completely full, and most of our
customers are Indians.
Q) What steps are taken for customer satisfaction?
Ans) If the customer is a regular visitor or a VIP then we
provide him complete personal service. We might keep a
wine bottle or few chocolates in their room, also all the
other important services are provided. Here we might
also give them a gift if their birthday comes on their
visiting day.
Q) How do you provide redressal of customer grievances?
Ans) In our hotel we have a system called the G.S.T.S that
is the GUEST SERVICE TRAFFIC SYSTEM. Here all the
complaints of all the customers are taken into account
and a meeting is held where these problems are
discussed and overcome. If they are not at all satisfied
with the service then we might then charge him half the
amount of his original bill. However such a situation has
never arisen.

Q) Do you offer membership facility to your customers?

Ans) There are two types of customers one who come for
a stay of just 5-6 days or a little more and those who
book our rooms for about 300-400 days. The second
type of customers is given a discount of about 40-50 %.
The first type of customers is given a discount on the
number of days they stay.

Q) What are the different services provided to customers

by your hotel?
Ans) As you already know that for us CUSTOMER IS GOD
so we try to provide maximum possible satisfaction to
them. So we have made a few policies, for example when
someone calls our hotel the calls are picked within three
rings so that the customers dont wait long, this is being
introduced in all our branches slowly.
Also services like giving the room service in less than 5
minutes and the bed is arranged in less than 2 minutes.
Q) According to you what is the main USP of your hotel?
Ans) OUR NAME IS OUR MAIN USP, we have just
completed 100 years of our hotel (in 2003). Other than
this to meet up with the competition we also provide free
facility, handsome discounts and free break fast service
to all our customers.