This in-depth project was done with DHAARINI, ABHILASH B R, AMEERHASAN, PRAVEEN BEN on different aspects of service operations management for Taj Hotels.

1. SOM FINAL PROJECT
ON
TAJ HOTELS
SUBMITTED TO
PROF. RAJENDRA TODALBAGI
BY GROUP 3

2. STRATEGIC SERVICE VISION
• Target market segment: Premium class, metropolitan cities, tourist
places, premium class working people
• Service concept: Luxury stays at best prices. Includes dining, global
cuisine, best interiors of local culture
• Operating strategy: exploring new markets, expanding and utilizing
the existing properties
• Service delivery system: Tradition of hospitality in a unique way

3. SERVICESCAPE
Environmental dimensions
• Welcome, farewell and other signature Taj rituals
• Delightful food
• fitness centre and swimming pool, kids club
Holistic environment
• Ambience, facilities
• Local culture
Psychological moderators
• signature warmth, a practice of perfection, a culture of generosity and refined
Indian hospitality

4. SERVICESCAPE
• Fragrance, music and the attire of staff give the feel of Taj
Internal responses
• Employees – loyalty and sense of responsibility
• Customers – happy and content about the service
Behaviour
• Employee – commitment
• Customers – look forward for the next stay at Taj

6. BRAND ARCHITECTURE
INDIAN HOTEL COMPANY
(IHCL)
rGinger -Economy - Hotels
Taj Group
The Gateway Hotel
Upscale- Hotels & Resorts
Vivanta by Taj
Upper Upscale- Hotels & Resorts Luxury - Hotels, Resorts & Palaces

7. TECHNOLOGY AS SERVICE ENABLER
Multilingual websites
Mobile app and booking engine
Best rate guarantee
Pricing Objective
• Maximum Market
Share and Maximum
Market Skimming
Determining Demand
• Data analysis and
statistical analysis
Estimating Costs
• Variables(food) and
Fixed
Analyzing
Competitor's Price Mix
Pricing Method
• Perceived Value
Pricing
Selecting the Final
Pricing

8. Technology As Service Enabler
Data analytics
They have rolled out Google 360 for their digital platforms for viewing their
web traffic, with this they aim to convert the viewers to potential customers by
better understanding customer choices and preferences
Taj.Live
Taj.Live is designed to deliver an exceptional guest experience on social media
platforms through live radio streams. With the help of technology the taj is
able to fulfil and delight the guests all over the world

9. ROAD AHEAD FOR TAJ
Aspiration
2022
Reimagine
ReengineerRestructure