The document provides information about Taj Hotels and their service management. It discusses the history of Taj Hotels, starting with the Taj Mahal Palace Hotel in Mumbai being the oldest 5-star hotel in India. It also discusses Taj Hotels' organizational structure, types of rooms offered, dining outlets, and front office sub-departments like reservations and reception. The document emphasizes that Taj Hotels is committed to serving customers according to their motto of seeing the customer as God.

1. ASSIGNMENT
ON
“Service Management of Taj Hotels”
STUDENT’S NAME: ANUJ KUMAR
SEMESTER : FIRST SEM
SUBJECT :
DATE :
FACULTY NAME:
FACULTY SIGNATURE:
I.H.M, LUCKNOW
(2020-2023)

2. CONTANTS
 Company Introduction …………………………………………………………..
 History ……………………………………………………………………….
 Billed by time..........................................................................................
 How does Taj provide services to its customers?.............................................
 History & growth story of hotel .....................................................................
 Hierarchy/organizational structure of hotel……………………………….,…….
 Number & types of rooms in hotel .................................................................
 Different outlets of hotel ...............................................................................
 Front office sub-departments of hotel..............................................................
 Special feature /unique selling preposition/unique selling point of hotel ...........
 Conclusions...................................................................................................
 Swot analysis.................................................................................................

3. COMPANY INTRODUCTION
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 custom ers
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
The Indian Hotels Company Limited (IHCL) and its subsidiaries are collectively known as Taj Hotels Resorts
and Palaces and 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. The Taj, a symbol of Indian hospitality, completed its centenary year in 2003.
Taj Hotels Resorts and Palaces comprises 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.
Spanning the length and breadth of the country, gracing important industrial towns and cities, beaches, hill
stations, historical and pilgrim centres and wildlife destinations, each Taj hotel offers the luxury of service, the
apogee of Indian hospitality, vantage locations, modern amenities and business facilities.
IHCL operate in the luxury, premium, mid-market and value segments of the market through the following:.
Taj also encompasses a unique set of iconic properties rooted in history and tradition that deliver truly
unforgettable experiences. A collection of outstanding properties with strong heritage as hotels or palaces
which offer something more than great physical product and exceptional service. This group is defined by the
emotional and unique equity of its iconic properties that are authentic, non- replicable with great potential to
create memories and stories.
BILLED BY THE TIMES, London as the finest hotel in the East, the Taj’s 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 amillion 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.

4. 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 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.
HISTORY & GROWTH STORY OF HOTEL (IF PROVIDED/AVAILABLE
We have 8.5% growth in new number of rooms added to the existing hotels in operation in six months
time. That means that our plan to grow 15% year on year, what we want to be measured on, is on track."
INDIAN HOTELS Company Limited (IHCL), a listed company under the TATA group which owns Taj
Group of Hotels, has announced their Annual financial results for 2018-19 as well as standalone 4th
quarter results ending on March 31, 2019. The company has registered highest PAT (Profit After Tax)
in 11 years at Rs 287 cr in fy2018-19. The company has posted 10% revenue growth and 25 percent
EBITDA growth at Rs 913 cr.
For the year ending March 31, 2019, the Board of Directors have recommended an equity dividend of
50 percent amounting to Rs 0.50 per share. This is an increase over the previous dividend pay-outs of 40
percent and 35 percent in 2017/18 and 2016/17 respectively, the company said in a release.
Commenting on the fiscal performance, Puneet Chhatwal, MD and CEO, IHCL said, “IHCL is on track
in the execution of its strategy, Aspiration 2022. Our reimagined brandscape gave us the opportunity to

5. sign 22 hotels with an inventory of over 3200 rooms across brands in India and key international markets
like London, Makkah, Kathmandu and Dubai. We opened five hotels in this fiscal and are well-poised
to open one hotel per month in light of a healthy pipeline and confirmed momentum of signing new
contracts.”
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.

6. HIERARCHY/ORGANIZATIONAL STRUCTURE OF TAJ HOTEL
NUMBER & TYPES OF ROOMS IN HOTEL
Part of the Taj Hotels Resorts and Palaces, the hotel has 560 rooms and 44 suites and is considered
the flagship property of the group; it employs 1,600 staff.
Taj Mahal Palace Hotel
Number of rooms 560
Number of suites 44
Number of restaurants 9

7. SERVICE PROCESS

8. DIFFERENT OUTLETS OF HOTEL
&
SPECIAL FEATURE /UNIQUE SELLING PREPOSITION/UNIQUE
SELLING POINT OF HOTEL
UNIQUE DINING
IN OUR BID TO DELIVER AUTHENTIC, UNDILUTED experiences, we’ve introduced a unique
regional home style dining experience. Always prepared with a local touch, the home-style cooking
ensures that you maintain good health throughout your stay. And at the same time it gives you the
opportunity to dabble in the local delicacies.
 Signature Restaurants
 MACHAN:
Welcome to the fabled Machan, the Capital’s original and much-loved dining destination with a culinary
legacy that began in 1978. Machan in its contemporary new avatar offers a world-class dining
experience with an international à la carte menu to suit every mood and palate, from breakfast through
to dinner and further to nostalgia at midnight. Inspired by the forests of the world and India, our master
chefs have curated a culinary repertoire that includes unique, trendy, healthy and celebrated global
flavours. Experience retro with a twist as the Midnight menu returns with evergreen dishes. Machan
offers an extensive beverage and cocktail menu packed with flavour and made with care. With a state-
of-the-art air purification technology for reduction of particulate matter and mitigation of microbes,
Machan offers an environment with heightened safety and hygiene protocol.

9. With its unique culinary offerings inspired by the rich heritage of forests in India and the world, a
spectacular ambience and impeccable and warm service, the re-imagined Machan promises to delight
the gourmands of yesterday, today and tomorrow.
 WASABI BY MORIMOTO
Recognized by San Pelligrino as one of Asia's 50 Best Restaurants 2018, Wasabi by Morimoto offers
its guests authentic Japanese culinary treasures from the repertoires of Iron Chef Morimoto. The
ingredients, including seafood and Wasabi, are specially flown down from Japan. Besides, the ever
popular signature dishes like White fish carpaccio, Black cod miso, Wasabi creme brulee, the already
extensive menu keeps expanding.

10.  FRONTOFFICEANDITSSUB DEPARTMENTS
front office department, front office in hotel, Front office Meal Plans, Front office notes, Front office
Study material, front office training, front office training video, front office training video in hindi, Front
office training Videos, hotel front office department, Hotel Front office notes, Hotel Front office
training, Hotel Industrial Training, Hotel Management, Hotel Management Course, Hotel Management
Course after 10th, Hotel Management Guru, Hotel Management lectures, Hotel Management
Notes, Hotel Management Study materials, Hotel Management Tutorials
The Face of the hospitality industry is the front office department. It acts as a connecting link between
the guest and the company. The staff welcomes the guests and develops the hotel’s first impression.
Actually, the front office department is working before, during, and after the guest’s hotel stay.
 ITS BASIC RESPONSIBILITIES ARE:
 Reservations;
 Registration and checkout for guests;
 Guest Service coordination;
 Providing information;
 Managing yields;
 Night audit;
 Providing in-house sales.

11. All these functions can be divided into 2 groups:
1. Front of the house activities
2. Back of the house activities
All functions are fulfilled by stuff working under the front office manager. Big hotels require having
many sub-departments and more staff members, whereas in small hotels one employee can perform a
wide variety of duties.
Sub Departments of Front Office
Reservations:
 Manage all booking calls for all bookings, such as free individual traveler (FIT) or classes, and
even make a reservation
 Handle all booking requests by some other means, such as fax, telex, e-mail, etc.
 Maintain reservation rack
 Maintain an accurate and up-to-date inventory of rooms
 Deal with all the sources of the reservation including a travel agent, airline crew, business, etc
 Set booking rates and closeout dates if fully booked
 Makes Efforts to sell the rooms
 Eventually, keep a clear record of the booking, space forecasting, etc. to make the later process
run smoothly.
RECEPTION / REGISTRATION:-
 This is one of the most critical parts because they are in constant touch with the guest right from
arrival to departure time.
 Reception workers perform such tasks as welcoming the visitor to the hotel, registering them and
assigning them rooms
 Complete Full formalities for pre-registration of VIP SPATT members, groups, etc.
 Maintain various records such as identification cards, C-forms, vouchers for services, a slip of
travel, a note of inconsistencies, occupancy list and statistics, etc.
 Execute formalities of government relating to foreigners such as C- Form
 Coordinate room clearance with the housekeeping team.

12.  CONCLUSIONS: