The document provides details about the Taj Mahal Palace Hotel in Mumbai, India. It discusses the hotel's history, facilities, and services. [The Taj Mahal Palace Hotel is a historic five-star hotel located in Mumbai that first opened in 1903.] It then examines the hotel's marketing mix, known as the 8 P's, which are Product, Place, People, Promotion, Price, Productivity, Process, and Physical Evidence. [The summary analyzes each P as it relates to the operations and customer experience at the Taj Mahal Palace Hotel.]

1. Akshay Jain Trushal Antala
Bhavin Radadiya Vishal Kanani
Dhaval Kalsariya Yash Dhameliya
Praveen Chaudhary
Presented by;
Prof. V. B. Shah Institute of Management

2. About Hospitality
•According to the
Oxford Dictionary,
hospitality means;
“the reception and
entertainment of
guests, visitors or
strangers with liberality
and good will”.

4. In India and Nepal hospitality is based on the principle
“ ”,
meaning
" ".
This principle is shown in a number of stories
where a guest is considered as a god who
rewards the provider of hospitality.

5. What it includes ?

6. Hotels
• Hotels
• Motels
• Flotels
• Inns
• Resorts
• Serviced
apartments
• Bed and Breakfasts

7. Restaurants
& bars
• Nightclubs
• Pubs and Public houses
• Restaurants
• Bars
• Strip club

8. Travel & Tourism

9. Butthe main element of
hospitalityservices is

11. What is Hotel ?

13. Etymology
The word hotel is derived from
the French hôtel (coming from
the same origin as hospital),
which referred to a French
version of a building seeing
frequent visitors, and providing
care, rather than a place
offering accommodation.

15. The service marketing mix is a combination
of the different elements of services
marketing that companies use to
communicate their organizational and
brand message to customers.

16. The 8 P’s with reference to
The TajMahal Hotel

17. About
The Taj Mahal Palace Hotel is a "Heritage
Grand" class five-star hotel in the Colaba
region of Mumbai, Maharashtra, India, next
to the Gateway of India. Historically it was
known as the "Taj Mahal Hotel“ or the "Taj
Palace Hotel“ or simply "the Taj".
The hotel's original building was by Tata and
first opened its doors to guests on 16
December 1903.
The cost of construction was £250,000(GBP).

18. During World War I the hotel
was converted into a hospital
with 600 beds.
The Taj Mahal Tower, an
additional wing of the hotel,
was opened in 1973
This hotel is considered the
flagship property of the group
and contains 582 rooms and 44
suites. There are some 1,600
staff including 35 butlers.

19. Product /Services

20. 1. Product / services
• 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 centers,
rooms etc.
• Their other supplementary products also include
travel arrangements, ticketing, airport pick-ups,
sightseeing etc.

21. • The hotels various other departments
like the house keeping, front office,
food and beverage, room service
and maintenance, all provide the
supplementary services to the
customer.

22. A few of the Facilities and Services
offered are as follows:-
• 582 centrally air-conditioned rooms including 49
suites and Meetings and Events/ Luxury events.

23. Heritage Wing Rooms, Tower Wing Rooms

24. Taj Club rooms

25. Suites;
•Rajput suite

26. •The Tata Suite

27. •Luxury Suites

28. •Ravi Shankar Suite

29. •Grand Luxury Suites

30. Other Facilities and Services:
• Swimming pool, fitness center and spa, beauty parlor, barber
shop, travel desk, car rental, pastry shop, book shop, shopping
arcade, currency exchange, doctor-on-call and babysitting
and also internet services.
• Arrangements for golf, badminton, squash, billiards, tennis and
table tennis on request. 24-hour room service and laundry
service.

31. UNIQUELY TAJ
JIVA SPA TRADITIONAL INDIAN WELCOME

32. UNIQUELY TAJ
UNIQUE DINING KIDS @ TAJ

34. • In the marketing mix, the
process of moving products
from the producer to the
intended user is called place. In
other words, it is how your
product is bought and where it
is bought.

35. As far as place is concerned, all the Taj
services and facilities are provided at Taj.
To ensure timely delivery of their services,
they have set processes in place and
incase 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.

36. They also have complaint
management systems where they
encourage customer feedback. Each
of their feedback form is numbered
and hence if any feedback form is
missing, the staff is held liable for it. This
is to ensure that the management
views every feedback form.

37. 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.

39. 3. People
• People here mean the
customers, employees,
management and the
society.
• It is the final customer who is
to be satisfied and this can be
done only with the help of the
employees, who are directed
and guided by the
management.

40. Guest Services/Entry level
Front Desk Clerks Porters Concierges
Housekeeping Room Service Waiter/Waitress

41. Guest Services/More
advanced positions:
• Supervisor of Guest Services
• Front Desk Supervisor
• Housekeeping Supervisor
• Kitchen Manager
• Restaurant Manager
• Executive Chef
Administrative
• Event Planner
• Accounting
• Purchasing
• Assistant Hotel
Manager
• Hotel Manager

42. Promotion

43. 4.Promotion
• Promotion in service marketing means
advertising what you are offering.
• They(TAJ) carry out their promotions by the
means of calendars, monthly letter to their
‘Inner Circle Customers’, informing them
about their upcoming events and offers.

44. • Taj has television
advertisements on
popular channels like
CNBC, and print ads in
magazines and
newspapers.
• Taj takes part in
exhibitions like wherein
they promote their
holiday packages. They
also have special offers
during the “off-season”
etc.

45. Price

46. 5. Price
• Pricing is the process whereby a
business sets the price at which it will
sell its products and services, and
may be part of the business's
marketing plan.

52. • Taj realizes that their prices are
high and not affordable by all,
but this is due to 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.
• Also 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.

53. Productivity

54. 6. Productivity
• The Taj as a hotel does not compare itself
to only Indian hotels, but even with the
hotels internationally as it claims to have
“World Class Quality”.
• In order to ensure productivity, they
provide extensive training to their
employees.

55. The Taj Mahal hotel has various quality tools to
enhance quality.
This involves every department, as they have to
make sure that the raw material as well as the
finished product is of top quality.
At The Taj, it is the responsibility of the purchase
department to make sure that the raw materials
are purchased at the Right Time, Right Place,
Right Cost and from the Right Source, in order to
avoid any hindrances in their productivity and
quality.

56. Taj has developed enormous credibility in
terms of trustworthiness being the oldest
brand of hotels, with the reputation of
being World class and honest service
provider.

58. 7. Process
• The service process refers to how a service is
provided or delivered to a customer.
• In order to ensure that the core product and the
supplementary product is developed and
delivered in the right manner and at the right
time, the Taj has formed certain set processes.

59. • When the room is being
prepared for customer
check-in , the house-
keeping department
make sure that all the
room amenities are
provided as per the
check list.
• Infact the processes are so
specifically laid down that
hotel staff are even
advised on what to say
and what words to use
while talking to a
customer.

60. The Taj Blueprint(Dinner Service Sequence)
1 Greet Guests Entrance Host(ess) /
Manager
2 Smile using
appropriate
salutation, correct
posture, eye-
contact and guest
name where
possible.
Entrance Host(ess) /
Manager
3 Smoking/Non-
smoking preference
to be confirmed.
Entrance Host(ess) /
Manager
4 Assist guests to their
seats.
Restaurant Host(ess) /
Manager
5 Unfold the napkins,
ladies first
Restaurant Restraunt Captain

61. 6 Suggest the Dinner
buffet, and describe
the buffet highlights -
specials etc.
Table Captain / Manager
7 Present the food menu
along with the
beverage list/ wine
menu, if A La Carte is
desired by the guest.
Table Captain / Manager
8 Suggest bottled water
and offer wine by glass.
Table Captain
9 For wine service,
appropriate glassware
to be present on the
table.
Table Captain / Server
10 For all orders, serve
ladies first
Table Captain / Server

62. 11 Clear plates after second
helping
Table Captain / Server
12 For A La Carte orders,
plates to be cleared only
after all complete their
meal.
Table Captain / Server
13 Replenish the cutlery
accordingly.
Table Captain / Server
14 Napkins to be folded
neatly in half and placed
on the left arm-chair,
when guests leave for
second helping.
Table Captain / Server
15 For A La Carte orders,
offer dessert menu and
describle items.
Table Captain / Server

63. 17 Always maintain table top
clean, before resetting the
table
Table Captain / Server
18 Place bill folder with
cheque on table for
signature, as per guest
convenience
Table Captain / Server
19 Thank all guests using their
names respectively.
Table Captain / Server /
Host(ess) / Manager
20 Bid farewell. Restaurant Captain / Server /
Host(ess) / Manager
21 Upon guest departure,
clear table immediately.
Table Captain / Server
16 Offer tea / coffee after
entrée and side plates are
cleared.
Table Captain / Server

64. Physical Evidence

65. 8. Physical Evidence
• The physical environment is the space
by which you are surrounded when you
consume the service.
• The physical environment is made up
from its ambient conditions; spatial
layout and functionality; and signs,
symbols, and artefacts (Zeithaml 2000).

66. 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.

67. The entrance has splendidly carved bronze
and glass doors Soaring onyx columns
stretch to a luminous alabaster ceiling;
while underfoot, rich hand-woven carpets
set off a magnificent floor. The eclectic mix
of western contemporary style and
traditional Indian motifs creates a veritable
feast for the sense.

68. The city's most exclusive restaurant, The
Zodaic Grill provides a graceful setting
for an intimate dining experience.they
serve the finest gourmet cuisine
complemented by an extensive wine list,
as a classically trained pianist entertains
patrons.

69. Thank you
very
much!!!