BEFORE STARTING WITH OUR PROJECT HEREARE 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. Taj’s 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 withthe living heritage of India - and a legendary experience inhospitality.It began on December 16, 1903, when J amsetji NusserwanjiTata opened Taj’s first hotel, the Taj Mahal Palace & Tower,Mumbai. This grand hotel epitomized a philosophy that stillholds true today: provide impeccable service andunparalleled facilities so every stay is a memorable one.A part of the Tata Group of companies www.tata.com, Indiaspremier business house, Taj Hotels Resorts and Palacescomprises 56 hotels in 39 locations across India with anadditional 17 international hotels in the Maldives, Mauritius,Malaysia, Seychelles, U K , USA , B hutan, Sri L anka, A frica, andthe Middle E ast. Over the years, Taj has won internationalacclaim for its quality hotels and its excellence in dining,business facilities, interiors, and world-class, personalizedservice.In India, Taj is recognized as the premier hospitality provider,spanning the length and breadth of the country, and gracingimportant 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 Taj’s first hotel, the Taj Mahal Palace & Tower, Mumbaiwas perhaps the only place in the world where a BritishViceroy 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 thePompadour Follies. Built at the cost of a quarter of a millionpounds, the hotel introduced a series of firsts that set newbenchmarks in Indian hospitality. Over the years, the Tajbrought into Bombay, “Professors of Dance’ MademoiselleSingy to raise temperatures and a few eyebrows with the
Tango, the first air-conditioned ballroom to cool thingsdown, the first cold storage, the first licensed bar, andmore.The changing decades ushered in new tastes and newerguests including Mick Jagger, Steven Spielberg, and DavidRockefeller, to name a few. From Nobel laureates to rockstars, fashion divas, to oil-rich sheiks, Taj represented aglobal village long before the term was to become a cliché.Even today, a hundred years on, guests will find Taj takingluxury to greater heights in all its hotels around the worldincluding business capitals, fairy-tale palaces, on secludedislands, in private yachts, aboard executive jets, and amidstspas and resorts. Still, as the discerning traveller will note,a little ahead of its time.How does TAJ provide services to itscustomers?According to TAJ, CUSTOMER IS GOD. So they see to it thatthey serve their customers in the best possible manner. Thefollowing 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 don’t happen again. The people in TAJ don’t 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 customer’s 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 hehas adequate money with him. Taj helps to satisfy theseneeds 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 employee’s job is not securedfor the first year. However if the management is satisfiedwith his job, an employee’s job might be secured evenbefore he completes 12 months.In case of a trainee there is no job security provided. Butif the management is satisfied with his job they mightoffer him a job in their hotel. In case of physical security they provide them withbenefits like medical insurance, life insurance at thediscretion of the employee. This is because to avail thesefacilities 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 shiftthere may be groups of 4 who lunch at one given time.This helps them to form informal groups. However theseinformal groups are made amongst the employees of thesame level. In Taj there is also an annual social gathering where allthe employees from the top to the bottom are invited.Also each and every employee is given a gift when theyleave, 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 doesn’tcome into account. If one is capable then he will bepromoted.
RECOGNITION:- Employees are considered important in Taj, and arerecognized for their job. In case , if an employee’sperformance is exceptionally good in the past year he isawarded a certificate along with some cash incentives. Alsoif an employee has given long years of service he is given amomentum 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 employee’s 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.
Important Milestones in the History of Taj:1903: Created history with the opening of The Taj Mahal PalaceHotel, Bombay (Mumbai) – India’s first Luxury hotel1971- Pioneered the concept of authentic Palace Hotels in the 72:country with the Rambagh Palace in Jaipur, the Palace of theMaharajah 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 theArabian Sea1978- 82: Taj launched in Delhi with its luxury hotel -TajMahal Hotel on No. 1 Man Singh Road and then prepared Indiafor the Asian Games by setting up Taj Palace, Delhi with thelargest convention centre in the country1982: Taj established a presence in the Western Hemispherewith the historic St. James Court Hotel near BuckinghamPalace,London
1984- Well before these destinations became world renown 92:for their beauty, Taj expanded to Kerala and Sri Lanka1992- Rolled out B usiness Hotels in key cities and towns 97:across the country, branded as Taj Residency hotels2000: Consolidated its position as the largest chain in India withhotels in Ahmedabad and Hyderabad, the latter city being a jointventure with GVK Hotels resulting in a dominant position in themarket for premiumand luxury hotel rooms2002: The new Taj Exotica Resort & Spa, Maldives, within sixmonths of its launch, was awarded the title of "The Best Resortin the World" in the first ever Harpers and Queen Travel Awards TAJ HOTELS:- From world-renowned landmarks to modern businesshotels, 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 HotelsThe E mbodiment of True Indian HospitalityTaj Luxury Hotels capture the essence of the Taj experienceand are synonymous with lavish accommodations andunrivalled service. With vantage locations in every city, eachhotel offers luxuriously appointed suites and rooms,gourmet specialty restaurants and bars, state-of-the-artbusiness facilities, modern fitness centres, rejuvenatingspas, and well equipped banquet and meeting facilities.Taking Guests B ack to the Age of Refinement and FairytaleB eautyTaj Luxury Hotels also encompass authentic palaces.Transporting guests back to the age of kings andcourtesans, these exquisite buildings resplendent withdomes, terraces, carved pillars, and archways built in thetrue royal style?have recently been refurbished with modernluxuries. To heighten the authentic palace experience, ateam of butlers serves guests in the kind of style that amaharaja would have offered his guests. Fine Dining that Stands ApartA distinctive feature of the Taj Luxury Hotels is the trendsetting, award-winning restaurants and bars that serve awide variety of cuisines from across the globe. Fromcontemporary Pan Indian cuisine to East Mediterranean,
Chinese, Vietnamese cuisine, the restaurants at Taj aresetting 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 theWorld, 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 ofthe World, Ltd.:Taj Lake Palace (Udaipur)Rambagh Palace (Jaipur)Umaid Bhawan Palace (Jodhpur)Taj Exotica Resort & Spa (Maldives) Taj L eisure HotelsEscape the Ordinary at Our L eisure HotelsTaj L eisure Hotels include idyllic beach resorts, genuine palaces,
turn-of-the-century garden retreats, and historic and pilgrimcentres. Showcasing the best of every destination, TajLeisure 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, thelatest water sports facilities, tennis courts, freshwaterswimming pools, spas, and travel assistance. Taj GardenRetreats are a great escape in the midst of nature, offeringrestored colonial architecture, gracious rooms with a view ofexquisitely landscaped gardens and a wonderful atmosphere ofpeace and calm. Other L eisure Hotels echo the country’s rich andvaried past, and are located in close proximity to the focal pointsof Indian art, culture and history.Fun the W hole Family Can E njoy:-Taj L eisure Hotels are a complete family destination offering awide variety of activities for all age groups. For the youngmembers of the family, Taj Leisure Hotels offers exciting,fun-filled holidays that provide the best in childrenactivities ranging from sports, culture, environment,adventure, music, and entertainment. Parents can relaxthroughout their holiday by leaving their children in the careof the hotel staff, which will make sure that the youngerguests have a holiday to remember.W ell E quipped for the Perfect E scape:-
Taj L eisure Hotels offer everything from comfortable roomswith a view, friendly efficient service, specialty restaurants andlively bars, telecommunication facilities such as Internetconnectivity, well equipped business centres, conferencefacilities, and banquet areas. Other features includeswimming pools, casual dining restaurants, fitness centres,travel assistance, spas, various sightseeing options,backwater cruises, and much more. The restaurants offer anarray of delectable Indian and world cuisines. Some recipes fromhomes 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 experienceof tranquillity and total ‘wellness’. At the Spas, Ayurveda,yoga, meditation, and herbal knowledge come together tocreate 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 BusinessHotels are in the process of rolling out an enhancedproduct offering across its hotels. Extensive research hasbeen conducted across the country to understand the needsof guests to create a product offering that will set thebenchmark for business hotels in India. MANAGEMENT:-Mr. Raymond B ickson Mr. Franz ZellerManaging Director & CEO. Sr. Vice President & Chief Operating OfficerMr. Anil P. Goel Taj Luxury Hotels – InternationalSr. Vice PresidentFinance Mr. Abhijit Mukerji Chief Operating OfficerMr. Ajoy K. Misra Taj Luxury Hotels – IndiaSr. Vice PresidentSales & Marketing Ms. Jyoti Narang Chief Operating OfficerMr. Prakash V. Shukla Business Hotels DivisionSr. 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 OfficerRaymond Bickson’s experience in hospitality spans thirty yearsand four continents. In January 2003, Mr. Bickson moved toIndia and joined the Board as Executive Director & ChiefOperating Officer of Taj Luxury Hotels, overseeing theoperations of all luxury properties and playing a key role in theglobal expansion and development of future hotels. Heassumed the role as Managing Director & Chief ExecutiveOfficer of the Indian Hotels Company Ltd in July 2003.An American national, Mr. Bickson attended the École HôtelièreLausanne in Switzerland and Advanced Management Program atHarvard Business School. He was voted one of the Top 10 BestHotel Managers by Leaders Magazine from 1997-2002 and asthe Best Hotelier in the World by the Gallivanter’s Guide in2002 and holds numerous awards in the industry.
Anil P. GoelSenior Vice President, FinanceAnil Goel is charged with the task of overseeing the Taj Group’sfinance, mergers and acquisitions, purchase and auditfunctions. With over 22 years of experience in the Tata Groupin various financial roles, including Chief Financial Officer ofTata Tea, he brings a unique understanding of fiscalresponsibility to Taj. Anil is also a former member of the Boardof Tata NYK Transports Systems Ltd, Watawala Plantations Ltdand Tata Coffee Ltd., as well as the former Principal EthicsOfficer of Tata Tea Ltd.Ajoy K. MisraSenior Vice President, Sales and MarketingIn his 24 years with the Taj Group, Ajoy Misra has worked invarious capacities, from sales and marketing to operations.Ajoy joined the Taj in 1980 in the Corporate Sales andMarketing Department through the Tata AdministrativeServices. He served as General Manager of the Taj PresidentHotel in Mumbai and Area Director in the Sri Lanka andMaldives regions. Today, Ajoy represents Taj in industryorganizations such as the World Travel and Tourism Council,India Initiative (WTTC), World Tourism Organisation (WTO),Hotel Association of India (HAI), Bombay Chamber ofCommerce 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 informationtechnology industry, Prakash Shukla brings valuable expertiseto the expanding network of Taj Hotels. He is currentlyresponsible for total IT deployments at the Taj Group and is onMD’s management committee. With a background in some ofthe industry’s most venerable corporations—Unisys / Sperryand IBM—Prakash has provided IT solutions for numerousclients: Morgan Stanley, Goldman Sachs, Citigroup, andSolomon Smith Barney.An American national, Mr. Shukla is a graduate of RutgersUniversity with degrees in Electrical Engineering and English,and New York Polytechnic University with a Masters degree inComputer Science. Mr. Shukla attended the AdvancedManagement 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 functionin Asea Brown Boveri Limited, Dabur India Limited and Larsen &
Toubro Limited, one of India’s largest conglomerates as VicePresident – Corporate Human Resources. Before joining TajHotels Resorts and Palaces, he was H.R. Director (Africa, MiddleEast, Turkey & South Asia) with BP (British Petroleum). Talent management and change management are his interestareas to which he has successfully contributed in leadershiproles in very large organizations. Franz Zeller Sr. Vice President & Chief Operating Officer Taj Luxury Hotels – InternationalFranz Zeller joined The Indian Hotels Company Limited asSenior Vice President & Chief Operating Officer, in November2003. Previously he was Senior Vice President Middle East &North Africa, Millennium Hotels & Resorts and prior to thatSenior Vice President Operations, Asia Pacific & GeneralManager for the same Group. Abhijit Mukerji Chief Operating Officer, Taj Luxury Hotels – India Abhijit Mukerji manages a portfolio of the thirteen TajLuxury Hotels in India, which consists of landmark hotels in keymetro cities including the group’s flagship hotel, The Taj MahalPalace & Tower, Mumbai, historic royal Palaces, and luxury
residences.Mr. Mukerji is an alumnus of Cornell (Essec) and HarvardBusiness School, and has a flair for European languages.Jyoti NarangChief Operating OfficerBusiness HotelsIn a career spanning 23 years with Taj Hotels, Jyoti Narang hasheld a variety of positions, from sales and marketing tooperations. Currently, she serves as Chief Operating Officer ofthe Business Division of the Taj Hotels, Resorts & Palaces.Located at the nerve centers of India’s emerging industrial andbusiness cities and towns of India, Taj’s 18 Business Hotelsmaintain the highest standards in all the services they offer .The Taj’s legendary hospitality has been taken to a all-new level:The skies above.
TajAir is an executive jet service that offers you a luxuriousexperience in the comfort of your very own aircraft.When you fly TajAir, you have a choice of two Falcon 2000aircrafts. They conform to international safety standards,seat eight passengers and are designed by Dassault Aviationof France.Visit www.tajaironline.com to find out more or book aprivate luxury jet for your next trip.Inditravel was formed in 2002, post the acquisition of the18 year old agency Stallion Travel Services Pvt. L td. byThe I ndian Hotels Company L imited.Headquartered in Mumbai, with branches in 34 locationsacross India, Inditravel is a professionally managed travelagency providing total travel management solutions.Affiliated to IATA, UFTAA, PATA, TAAI and the Departmentof 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 RHUMAN RESOURCE DEPARMENT HEAD- MR.K.S.Srinivasan NAME OF EMPLOYEE POSTMR. JOSHUA MANAZEES TRAINEE (TEMPORARY EMPLOYEE)MRS. RENUKA CHAUDHARI EXECUTIVE HOUSEKEEPERMR. ABRAHIM FOOD AND BEVERAGEMR. GEORGE KENVILLA EXECUTIVEMR. RAMOND BENKSON FRONT OFFICE MANAGER
EXECUTIVE OF LUXURY DININGQuestions 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 100years .Q) Who started this organisation?Ans) This organisation was started by JamsetjiNusserwanji Tata. The name of the organisation comesfrom his name.Q) Is it a formal or an informal organisation?Ans) It is a formal organisation. Here a group of peoplework together under an authority towards common goalsthat mutually benefit each other. Our organisation has asystem 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 servicesof value to its customers in the society.Q) In what way would you differentiate Taj from otherorganisations?Ans) Even today there are organisations who followtraditional methods of working. But it is not so here. Dueto rapid societal, economic, global & technologicalchanges, we try new ways of getting our work done likehaving employees participation in decision making andbeing more customer oriented.Q) Is there any particular knowledge or qualificationrequired to start this business?Ans) Taj is a very huge organisation. In order to start ahotel one obviously needs to have large funds. Oneneeds to have complete knowledge in hotel management,sourcing of raw materials & should also be aware of thefinancial aspects of the business.Q) What characteristics according to you reflect theculture of Taj?Ans) According to me Taj is an organisation which is areflection of the top management. Our organizationalculture reflects the philosophy and actions of the topmanagement. One more characteristics is that, ourorganizational 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 anorganisation?Ans) The culture reflected by Taj as an organisation isrole culture. In this appointment is done on the basis ofthe ability of the persons to carry out their functionssatisfactorily. The departments are assigned specificfunctional roles and the work is governed by authority,structure and a set of procedures. The departmentsfollow certain mechanisms and rules for decision-makingand resolving conflicts.Q) What function or what purpose does this culture serve?Ans) The culture helps in the selection of entry levelpersonnel i.e. we are highly selective about the people wehire. We always hire employees who have valuesessentially consistent with of their organisation. Due toorganizational culture many organisations makedeliberate efforts to teach their employees certain corevalues.Q) Is this culture subject to any changes? If yes, whatfactors lead to these changes?Ans) This culture is relatively stable but can be changed.As we are in hotel business, our culture is subject tochanges sometimes. There can be change in the culturewhen the hotel is taken over by a new leader i.e. the toplevel management. Sometimes even the characteristic ofthe employee brings about a change in the culture.
Q) Are there any provisions for rewarding and punishingyour subordinates?Ans) Yes of course! If our employees are regular and haveshown improvement in their work they are given variousincentives and are also prompted to a higher post. On theother hand, they are also punished on making mistakes.If an employee is late more than 3 times in a month, theirsalary is cut accordingly. On any other mistake they arepunished by either fining them or by suspending themfor a few days.Q) What kind of structure is observed in yourorganisation?Ans) Basically Taj observes a tall structure as it is a verylarge organisation. There are different levels ofmanagement viz. top level, middle level, lower level. Eachlevel has its own head. Some of the positions arechairman, managing director, ass. Manager, supervisor,worker etc. This structure provides greater opportunitiesfor upward movement. The best thing about thisstructure is that there is an indirect relation between allthe levels of management.Q) What pattern of communication is followed?Ans) Communication is an important aspect in everyorganisation. So we give a lot of emphasis on it. We try tomaintain a friendly relationship between oursubordinates so they can feel comfortablecommunicating with us.Q) What kind of departmentalization does yourorganisation follow?Ans) The departments in our organisation are divided onthe basis of their function. The organisation is dividedinto various departments such as production, marketing,
finance, human resource and development, sales. Eachdepartment has a senior manager under whom there aresubordinates. Some of the departments are also dividedon the basis of the services given to the customers.Q) Any characteristic would you like to provide to us thatoutshines your organisation.Ans) Taj believes CUSTOMER IS GOD. So we take carethat we serve our customers in the best possiblemanner.Taj provides impeccable services and unparallelcomfort to their customers.Q) What kind of relationship do you share with yoursubordinates?Ans) We share a strictly formal relationship between oursubordinates. We have certain well defined rules andnorms and we have to follow those norms. The relation isbasically impersonal, non partial, contractual, andnon-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 apermanent basis, and about 200-250 workers employedon temporary basis.
Q) How many rooms are here in your hotel?Ans) There are about 565 rooms in our hotel and there isalso a coffee shop that can accumulate more than 1900people.Q) In the initial stage what is the minimum pay given tothe employees?Ans) The wage rate varies from department todepartment. For example the person working at thetelephone department gets a pay of approx Rs-5,500whereas a normal waiter gets about 1500 Rs in the start.Q) Do you provide housing facility to workers comingfrom out of town?Ans) We do provide housing facility to each and everyemployee in our hotel, but its on the employee to usethis facility. For this a small amount is deducted fromtheir salary. In this way the employee gets this facility inabout 1/5th of the rate that they may pay outside.Q) Do you provide employees with on-the-job andoff-the-job training?Ans) Each and every employee gets training before weput him at work. For example a person who wants tobecome a manager has to first undergo room servicetraining then laundry service, and then the remainingdepartments.Q) What are the rules of your hotel regarding the jobsecurity of employees?Ans) An employee first has to work for 1 year on trialbasis 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 notcompleted 1 year.Q) How do you try and control employee absenteeism?Ans) In the first 6 months his daily salary will be cu if hebunks a days work but after that he I been given medicalleaves and concession leaves that is a days off in every 3months on his own wish.Q) If customer is not satisfied with the service then whataction is taken against that employee?Ans) According to us CUSTOMER IS GOD, so it’s butobvious that we have to take his complaint seriously. Inthis case the employee is given a warning, he will get atotal of 3 such warnings, and after this he is asked togive a resignation.Q) Are there any social gatherings or annual get togetherfor the employees?Ans) Yes we do have an annual get together for theemployees, here all our employees from the top to thebottom, from each and every branch of our hotel isinvited. When the party is over each and every one ofthem is given a gift that varies according to his positionin our hotel.Q) Is job rotation followed?Ans) Complete job rotation is followed; each and everyemployee should have an idea about every department.Q) What is your main target sector?
Ans) we used to target the foreign sector initially butthese days due to the expansion of business we get morenumber of Indian customers. In the month of sept-febend our hotel is completely full, and most of ourcustomers are Indians.Q) What steps are taken for customer satisfaction?Ans) If the customer is a regular visitor or a VIP then weprovide him complete personal service. We might keep awine bottle or few chocolates in their room, also all theother important services are provided. Here we mightalso give them a gift if their birthday comes on theirvisiting day.Q) How do you provide redressal of customer grievances?Ans) In our hotel we have a system called the G.S.T.S thatis the GUEST SERVICE TRAFFIC SYSTEM. Here all thecomplaints of all the customers are taken into accountand a meeting is held where these problems arediscussed and overcome. If they are not at all satisfiedwith the service then we might then charge him half theamount of his original bill. However such a situation hasnever arisen.Q) Do you offer membership facility to your customers?Ans) There are two types of customers one who come fora stay of just 5-6 days or a little more and those whobook our rooms for about 300-400 days. The secondtype of customers is given a discount of about 40-50 %.The first type of customers is given a discount on thenumber of days they stay.
Q) What are the different services provided to customersby your hotel?Ans) As you already know that for us CUSTOMER IS GODso we try to provide maximum possible satisfaction tothem. So we have made a few policies, for example whensomeone calls our hotel the calls are picked within threerings so that the customer’s don’t wait long, this is beingintroduced in all our branches slowly.Also services like giving the room service in less than 5minutes 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 justcompleted 100 years of our hotel (in 2003). Other thanthis to meet up with the competition we also provide freefacility, handsome discounts and free break fast serviceto all our customers.