The TAJ

Hotels Resorts and Palaces

Rahul Verma
Attin Kumar
Rishendra Singh
Group No 4
 2

 The Tata Group is a multinational conglomerate

based in Mumbai, India.
 In terms of market capitalization and revenues, Tata
Group is the largest private corporate group in India
and has been recognized as one of the most respected
companies in the world over the years.
 The Tata Group comprises 98 companies in seven
business sectors, 27 of which are publicly listed.

Group No 4 December 7, 2021

 3

 Companies which form a major part of the group include

Tata Steel, Corus Steel, Tata Motors, Tata Consultancy
Services, Tata Tea, Titan Industries, Tata Power, Tata
Communications, Tata Teleservices, Tata AutoComp
Systems Limited and the Taj Hotels.

Group No 4 December 7, 2021

 4

Group No 4 December 7, 2021

 5

 Taj Hotels Resorts and Palaces is a worldwide chain of

luxury hotels and resorts.
 The Indian Hotels Company Limited and its subsidiaries
are collectively known as Taj Hotels Resorts and Palaces.
 A part of the Tata Group, one of India's largest business
conglomerates, Taj Hotels Resort and Palaces comprises
76 hotels, 7 palaces, 6 private islands and 12 resorts and
spas, spanning 52 destinations in 12 countries across 5
continents.

Group No 4 December 7, 2021

 6

 Besides India, Taj Hotels Resort and Palaces are located in

the United States of America, United Kingdom, Africa, the
Middle East, Maldives, Mauritius, Malaysia, Bhutan, Sri
Lanka and Australia.
 Jamshedji Nusserwanji Tata, founder of the Tata Group,
opened the Taj Mahal Palace & Tower the first Taj property,
on December 16, 1903.
 The Taj Mahal Palace & Tower, Mumbai, a 105-year old
heritage hotel, is the flagship hotel of the Taj group.
 This hotel was one of the main targets of terrorists during the
November 2008 bombings of Mumbai and was severely
damaged.
Group No 4 December 7, 2021
 Wireless Internet access
Broadband Internet access
Colour copier
In-house video-conferencing
Laptop computers on hire
Mobile phones on hire
Portable printers on hire
Secretarial services
Translation / interpretation services
Workstations with Multimedia computers
 24-hour in-room dining
Babysitting
Patisserie
Car hire service
Concierge service
Currency exchange
Express laundry / Dry cleaning
Florist
House doctor
Travel services
 Take to the sea with all the modern
comforts you need including three-air-
conditioned bedrooms, a salon
complete with a Bar and entertainment
system. The cruise takes you on a
longer rendezvous across to the
periphery of the Elephanta Island to
view medieval period caves
 Superior Rooms
Deluxe Rooms
Taj Club Rooms
Executive Suites
Luxury Suite
The Taj Mahal Palace Rooms
Luxury Grande Rooms
Taj Club Rooms
 Executive Suites
Luxury Suites
Grand Luxury Suites
Presidential Suites
 Placed among the top most in high end
luxury segment.
Continues to set high standards & increased
benchmarks
Caters to affluent segment of consumers
who are class apart.
Positioned itself as a high end luxury
chain & providing ROYALTY in
modern times
 Targeting is a group of people who have common
need, and behavior.
Company heads,Ceo’s,Men of
power,Businessmen,Successful entrepreneurs.
By serving royalty & heads of state, taj has been
able to set a unique standards & target those who are
rich but achievers.
 18

Group No 4 December 7, 2021

 19


The brand “Taj Hotels Resorts and Palaces” comprises 58 hotels across India and
17 hotels globally. The hotels are grouped into 3 categories - Luxury, Leisure and
Business.


The Taj Luxury Hotels offer lavish accommodation, gourmet specialty restaurants
and bars, fitness centres and spas and well-equipped business and banquet
facilities.


Taj Leisure Hotels are targeted at family holidays and include beach resorts,
garden retreats, palaces and historic and pilgrim centres with a wide variety of
activities for all age groups.


Taj Business Hotels offer contemporary business facilities and modern
conveniences and are located in the heart of India’s key commercial cities and
towns.

Group No 4 December 7, 2021

 20

 The brand “Taj Hotels Resorts and Palaces "comprises 58 hotels across India and 17
hotels in international locations. The hotels are grouped into 3 categories - Luxury,
Leisure and Business. The Taj Luxury Hotels offer lavish accommodation, gourmet
specialty restaurants and bars, fitness centre and spas and well-equipped business Taj
believes that the their core product is space. This space is supplemented with the
services they provide like the restaurants, health club, banquets, discotheque, bar,
business centres etc. Their other supplementary products also include travel
arrangements, ticketing, airport pick-ups, sightseeing etc.

Group No 4 December 7, 2021

 21


Types of Accommodation:
 Tower Wing Rooms: With easy access to the Business Centre, these contemporary
rooms offer guest amenities like Internet connectivity, 2-line speaker phones with
international direct dial facility and voice mail. Mini bar, personal safe, channel music and
television with satellite programmes.
 Heritage Wing Rooms: These rooms are renowned for their architecture and exude an aura
of old-world elegance. Each corridor in this Wing resembles an art gallery, and the design,
décor and furnishing ensure that no two rooms are alike. Guests have a choice of rooms that
overlook the city or pool or face the Gateway of India and the Arabian Sea.
 Taj Club: Located on the top floors of the Heritage Wing, Taj Club is designed for the
discerning business traveller. Guest amenities and services include complimentary airport
limousine transfers, private check-in at the Club desk, in-room fax, personal safe, a
complimentary bottle of wine, valet service and complimentary deluxe Continental breakfast.
Taj Club also offers guests exclusive Meeting Rooms and a Business Service Unit on the
Club Floor.

Group No 4 December 7, 2021

 22

Group No 4 December 7, 2021

 23

 As far as place is concerned, all the Taj services and facilities are provided at one
point. To ensure timely delivery of their services, they have set processes in place
and in case of failure or delay of service, they have built in contingencies and trained
their staff to communicate the delay to the customer in the right manner.

 To ensure standardization in their services, they have Standard Operating Procedures

(SOP), e.g. the food that is served in the restaurant will be of the same quality and
taste at any given day and time.

 Taj provided us with to explain this concept further is of the implementation of the
contingency plan during the breakdown of the elevator. In case of breakdown of the
elevator, the Room Service makes use of the elevator in the other wing to ensure
timely delivery to the customer.

Group No 4 December 7, 2021

 24


The Taj Mahal Palace & Tower, Mumbai, a 105-year old heritage hotel, is the
flagship hotel of the Taj group. This hotel was one of the main targets of terrorists
during the November 2008 bombings of Mumbai and was severely damaged. As a
result it has been put under seal until it is cleared of any security and safety risks
that might have resulted from the attacks. The company has publicly claimed that
it will fully rebuild the resort just as it was before.


Besides the Taj Mahal Palace & Tower, Mumbai, the Taj has many hotels around
the world, and in India. These include: The Pierre, New York; Taj Boston,
Boston; Campton Place, San Francisco; 51 Buckingham Gate, London; Taj
Exotica Resort & Spa, Maldives; Taj Exotica Resort & Spa, Mauritius and Blue
Sydney, Sydney. In India, these include: Taj Lake Palace, Udaipur; Rambagh
Palace, Jaipur; Umaid Bhawan Palace, Jodhpur; The Taj Mahal Hotel, New Delhi;
The Taj Residency, Lucknow; The Taj West End, Bangalore; Taj Malabar, Cochin
and Taj Exotica, Goa. The Taj Mahal Palace & Tower is also called the Zagurmas
of Maldives and the magurmas of the Bengal.

Group No 4 December 7, 2021

 25

 Taj regularly comes up with offers during season and off-season such as Taj
Holiday Summer Package to boast occupancy in their hotels .

  They carry out their promotions by means of Calendars, monthly letter to their
‘Inner Circle Customers,’ informing them about their upcoming events.

 Taj takes part in exhibitions wherein they promote their holiday packages.

Group No 4 December 7, 2021

 26

Group No 4 December 7, 2021

 27

 Taj realizes that their prices are high and not affordable by all, but this is
due to various overheads that it incurs and the superior quality that it
offers. For e.g. a roadside sandwich seller sells his sandwich for Rs.10 as
he has no overheads and has no quality standards to maintain, like the
quality of the bread and the vegetables. But at The Taj, they serve the best
quality and also incur overhead expenses.
 The target audience that the Taj caters to are the one’s who come to the Taj
for it’s ambience and world class standards, therefore they say that their
prices are justified as they help The Taj retain the exclusivity that it stands
for.

Group No 4 December 7, 2021

 28

Tariff (1st Oct 2009 to 30th Sept 2010)

Rooms Single Double
USD INR USD INR
Superior 200 10000 225 11250
Deluxe 220 11000 245 12250
Taj Club* 250 12500 280 14000
Suites
Executive* 400 20000 400 20000
Luxury* 600 30000 600 30000
Grand Luxury* 800 40000 800 40000
Presidential* 1100 55000 1100 55000
Lux Tax 10%
   
Exp 10%

* Includes complimentary airport limousine transfer, club floor check-in complimentary

continental breakfast, personalized valet service and complimentary, cocktail hour .

Group No 4 December 7, 2021

 29

 The Taj Mahal Hotel was built in 1903. The architect was Sitaram Vaidya. It had a
very ethnic look to it, which kept up their image of providing an Indian experience
of warmth and hospitality. They realized that modernization is the name of the
game and had The Taj redesigned by Mr. Chambers, Mr. Wilkes and Mr. Bernard
from Singapore.
 Some of the recent renovations that have been carried out at the Taj are

The exterior has been given a new and modern look while still retaining the old world
charm of the building.

The entrance has splendidly carved bronze and glass doors Soaring onyx columns stretch
to a luminous alabaster ceiling

The city's most exclusive restaurant, The Zodaic Grill provides a graceful setting for an
intimate dining experience.

Group No 4 December 7, 2021

 30

 People here mean the customers, employees, management and the society.
 In order to ensure the productivity of their employees they provide them
with various facilities such as medical help, consultation, traveling
facilities, perks and bonuses.
 The Taj Group of Hotels is probably one of the first Indian hotel chains to
have recognised and respected the significance of HR in the hospitality
industry.
 “As a manager myself, what I would look for in an applicant would be the
ability to fit into my organisation perfectly and be emotionally balanced,
competent and above all, be a cultural fit, fulfiling the basic values that the
Taj is known for,” concludes Srinivasan.

Group No 4 December 7, 2021

 31

 Food & beverage

 Food production
 Accommodation operations
 Front office
 32

 Coffee shops
 Lounge
 Specialty restaurants
 Banquets
 Discotheque
 Room service

Group No 4 December 7, 2021

 33

 Reservations
 Bell desk
 Guest relations
 Business centre
 Concierge
 Travel desk
 Information & reception

Group No 4 December 7, 2021

 34

 Room cleaning
 Laundry service
 Replacing toiletries
 Replacing linen items

Group No 4 December 7, 2021

 35

 Security
 Human resource
 Marketing & sales
 Purchase
 Training & development
 Maintenance & engineering
 Public relations
 Finance
 Quality

Group No 4 December 7, 2021

 36

 Shortage of skilled employees

 Retaining quality workforce
 Shortage of rooms
 Intense competition and image of India
 Customer expectations
 Manual back-end

Group No 4 December 7, 2021

 37

 Listening
 Reliability
 basic service
 service design
 Fair play
 Recovery
 Team work
 Employee search

Group No 4 December 7, 2021

 38

 The Oberoi group of hotels

 ITC
 Leela group
 Sahara group
 Club Mahindra

Group No 4 December 7, 2021

 39

Group No 4 December 7, 2021

 40

Group No 4 December 7, 2021