The document provides an overview of the hotel industry in India. It discusses the different types of hotels categorized by star ratings and amenities. It also describes the various challenges faced by the hotel industry such as shortage of skilled labor and intense competition. The document then focuses on Taj Hotels as a leading hotel chain in India, outlining its history, brands and services. It discusses Taj's marketing mix and competitors. Finally, it examines the concepts of servicescape and service triangle which are important for customer experience.

1. BY
Parth arora

2.  VIEW OF HOTEL INDUSTRY
 CHALLENGES FOR HOTEL INDUSTRY
 INTRODUCTION OF TAJ HOTELS.
 MARKETING MIX.
 COMPETITOR.
 SERVICE TRIANGLE
 SERVICE SCAPE
 CONCLUSION.

3.  What is Hotel Industry?
“A place Where Travelers Can Pay for Lodging and Meals and
Other Services on a short-term basis.”
Objectives of Hotel Industry
 Customer Satisfaction
 Health
 Safety Environment
 To Promote Tourism

4. STAR RATED
HOTELS
5 DELUXE & 5
: LUXURY AT HIGH
PRICE , 27 % GOVT.
APPROVED ROOMS
FORMS 30% OF
INDUSTRY
BUILT OVER
18000 sq.m AREA
2 & 1 :
AROUND TOURIST
SPOT, PREFERRED
BY DOMESTIC
TOURIST
4 & 3 :
FOR MIDDLE LEVEL
BUSINESS
EXECUTIVES/LEISURE
TRAVELLERS
Eg : ITC,
TAJ GROUP,
OBEROI GROUP,
ITDC

5. HERITAGE
CLASSIC:
HOTELS
CONSTRUCTED
BETWEEN
1920 - 1935
HERITAGE
GRAND:
HOTELS
CONSTRUCTED
PRIOR TO
1920
HERITAGE:
HOTELS
CONSTRUCTED
AROUND
1935 – 1950
HERITAGE
HOTELS
 CHARACTERISED BY LESSER CAPITAL EXPENDITURE AND
AFFORDABILITY .
 OPERATE FROM FORTS, PALACES, CASTLES, RIVER
LODGES, HERITAGE BUILDINGS ETC.

6. • SPECIALLY EQUIPED WITH CONFERENCE
ROOMS, SEMINAR HALLS, INTERNET
FACILITIES ETC. TO SUIT THE CORPORATE
GUESTS.
• Eg: INTER-CONTINENTAL, CROWNE PLAZA
BUSINESS
HOTELS
AIRPORT
HOTELS
• LOCATED NEAR AIRPORTS AND SUITABLE
FOR SHORT STAY TRAVELLERS.
• ARE FOUND NEAR ALL MAJOR CITY
AIRPORTS.
HONEYMOON
HOTELS
• MOSTLY LOCATED AT HILL STATIONS AND
SPECIALLY FASCILITATED TO SUIT THE
COMFORTS OF HONEYMOON COUPLES.
• Eg. HOTEL WOODVILLE PALACE, CARLTON
HOTEL, HOTEL HONEYMOON INN ETC.
FACILITY HOTELS

7. 3 STAR HOTELS
 FORMAL AND SPACIOUS RECEPTION AREA AND LOUNGE
 THEIR RESTUARANTS CATER TO NON- RESIDENTS GUESTS TOO
 EN-SUITE BATHS WITH GOOD STANDARD AND QUALITY OF EQUIPMENTS
 COMFORTABLE STAY TARGETED
4 STAR HOTELS
 HIGH QUALITY FURNISHING, DÉCOR, AND EQUIPMENTS
 HIGH STAFF TO GUEST RATIO FOR BETTER SERVICES
 SERIOUS APPROACH TOWARDS CUISINES AND VARIETY

8. 5 STAR HOTELS
 THE ENTIRE HOTEL IS SPACIOUS AND LUXURIOUS
 EXQUISITE CUISINES THAT CATER TO TASTE BUDS FROM ALL OVER THE WORLD
 SERVICES ARE MORE, FLAWLESS AND PERSONAL ATTENTION TO THE GUEST’S
NEEDS
SOME UNIQUE SERVICES PROVIDED IN THE 5 STAR HOTELS
 BUTLERS
 CHAUFFER DRIVEN LUXURY CARS
 PILLOW MENU
 CUSTOMISED SERVICES IN THE IN-HOUSE SPA AND SALOON
 42” PLASMA TV, INTERNET, FAX, LAPTOPS ON RENT AND MUCH MORE …

9.  Product :- Hotels stay innovative in the peripheral services.
 Price :- The diverse nature and character of dishes,
involvement of cost and spending power of customers.
 Place :- Location of the hotel is the most important business
decision for the hotel.
 Promotion :- Advertisement, publicity, sales promotion,
personal selling, word-of-mouth promotion and
telemarketing are the components of a hotel’s marketing
strategy.

10.  People:- The hotel management should train its
people regularly, especially the front line
professionals.
 Physical Evidence:- Lobby- It being the first & the
last part of the hotel that the guest sees, thus it
should be well designed, also to ensure that the
customer returns again the room should be
comfortable and should have made his stay hassle
free.

11. 1. Shortage of skilled employees
2. Retaining quality workforce
3. Shortage of rooms
4. Intense competition
5. Customer expectations
6. Manual back-end

13.  The Indian Hotels Company (IHC) is the parent
company of Taj Hotels Resorts and Palaces.
 It was founded by Jamshetji N. Tata on December16,
1903.
 Currently the Taj Hotels Resorts and Palaces comprises
76 hotels, 7 palaces at 52 locations in 12 countries and
employ over 13000 people.

14.  Additional 18 hotels are also being operated around
the globe.
 During fiscal year 2010, the total number of hotels
owned or managed by the Company was 76.
 The Taj hotels are categorized as luxury, leisure and
business hotels.

15.  The Taj Luxury Hotels offer a wide range of luxurious
suites with modern fitness centers, rejuvenating spas,
and well-equipped banquet and meeting facilities.
 The Taj Leisure Hotels offer a complete holiday
package that can be enjoyed with the whole family.

16.  It provides exciting activities ranging from sports,
culture, environment, adventure, music, and
entertainment.
 The Taj Business Hotels provide the finest standards of
hospitality, which helps the business trips to be
productive.
 They offer well-appointed rooms, telecommunication
facilities, efficient service, specialty restaurants and
lively bars, well-equipped business centres, and other
conference facilities

17. THE TAJ GROUP OF HOTELS SEGMENTATION
TAJ LUXURY
HOTELS –
TAJ PALACE,
TAJ MAHAL,
TAJ BENGAL,
TAJ WEST END
 OFFER FINEST
STANDARD OF
HOSPITALITY &
SERVICE
TAJ BUSINESS
HOTELS:
TAJ PRESIDENT,
TAJ RESIDENCY,
TAJ CONNEMARA,
TAJ BLUE
DIAMOND
 OFFER
MULTI – CUISINE
RESTAURANTS &
BEST BUSINESS
FASCILITIES
TAJ LEISURE
HOTELS:
TAJ BEACH
RESORT,
TAJ CULTURAL
CENTRE,
TAJ GARDEN
RETREATS
 LOCATED AT
BEACH RESORTS,
PALACES, PILGRIM
CENTRES ETC.

19.  The Taj Group of Hotels commits itself to the overall
improvement of the ecological environment, which
we are all a part of.
 We recognize that we are not owners but caretakers
of the Planet and owe it to our children and future
generations of humankind.
 It is our endeavor not only to conserve and protect
but also to renew and regenerate the environment in
which we live and operate

20.  Our commitment encompasses all actions related to
our products, services, associates, partners, vendors
and communities.
 We will partner and engage with our environment
through EARTH: Environmental Awareness and
Renewal at Taj Hotels. For us EARTH is not a
program, nor a process; it is a way of life

21. Products
Core Services :-
 Room
 Restaurant and Bar
 Meeting room
 Banquet facility
 Amenities
 Services

22.  Courier
 Child care, Laundry, Pet
 Taj Sats Air Catering Ltd.
 Wi-Fi Access
 Express check -in and out
 Taj Air and Taj Yachts
 Babysitting
 Wake-up call

23.  Barber shop, Boutiques,
Florist
 Currency exchange
 In room telephone service
 Front desk 24 – hour
 Gift shop

24. Taj hotel has set its price of the room on the basis of
Business, Leisure and Luxury class.
Rate
Room Tariff of all TAJ Palaces, Resorts, And
Hotels.pdf

25. Location of the hotel is the most important business decision for the hotel.
 Present in metro cities in India
 Global presence (Maldives, London, Dubai, Cape Town and many other
countries)

26. PROMOTION STRATEGY
Promotional schemes are carried on regularly the hotel has many loyalty
programe,clubes,membership,previlage etc some of them are
1. Taj Inner Circle
2. Taj advantage plus
3. TAPP Me
Taj also offer Taj surprises
including weekend savers,
value vouchers, book early
get more.

27. Major service encounter that extremely delighted or
disappointed are:
1. Check – in.
2. Bell person carrying luggage to the room.
3. Food.
4. Wake up call
5. Check out.

28.  Skilled person
 Professional person
 Personal Agents
 Technological person
 Travel agents

29. The hotel has many competitors
1. The Oberai towers.
2. The Leela.
3. ITC Hotels.
4. Le Meridian.
Acquisition - hotel blue diamond, pune.

30. Internal Marketing
Vertical Communications
Horizontal Communications
Interactive Marketing
Personal Selling
Customer Service Center
Service Encounters
Servicescapes
External Marketing
Communication
Advertising
Sales Promotion
Public Relations
Direct Marketing
Company
CustomersEmployees

31.  T.V channels like STAR
NEWS,CNN and CNBC.
 Magazines like THE OUT
LOOK TRAVELAR,GO NOW
and TRAVEL.
 Business news paper(E.T,
Financial Express, Bombay
Times)


34.  The Taj Singles vacation
package is about bringing
like-minded people
together to enjoy a
specially designed holiday
at the exotic Fort Aguada
Beach Resort in Goa.
 The Kumbh Mela package,
which has packages from the
Taj Residency, Nashik and
Aurangabad, introduces
specially designed packages
at affordable prices, giving
pilgrims and devotees of the
Kumbh Mela the opportunity
to set aside their worries of
in-city traveling, boarding
and lodging.

35.  Rediffusion Classic - Taj She is Taj.mp4

36.  Taj Management Training Programme (TMTP)
 Hotel Operations Management Trainee (HOMT)
Program
 Taj Management Training Programme (TMTP) -
Operations/ Food Production
 Affiliation with Indian Institute of Hotel Management,
Aurangabad

38. Developed by Booms and Bitner.
According to them: “The environment in which the
service is assembled and in which the seller and
customer interact, combined with tangible commodities
that facilitate performance or communication of the
service".
 Physical Evidence
 Tangibles

39.  Servicescape helps in creating a corporate identity
(i.e. positioning and differentiation).
 It’s a part of service experience: customers
frequently use the service environment as an
important quality proxy.
 Its a part of value proposition: physical
surroundings help to shape appropriate feeling and
reactions in customers and employees.
 Servicescape facilitates the service encounters by
reducing service failures and supporting a fast &
smooth service delivery process.

46. ENJOY THE STAY