Taj Mahal Palace & Tower in Mumbai is a pioneer in India's high-end luxury hotel segment. It targets successful businesspeople, entrepreneurs, and heads of state by providing a royal experience with high standards of service. The hotel is located near the Gateway of India and offers ocean views from many of its rooms. It faces competition from other luxury hotels but differentiates itself through its heritage and focus on customer service through the 7 Ps framework. The analysis recommends Taj Hotels expand and diversify into new properties while maintaining their high quality standards.

1. ANALYSIS OF HOSPITALITY SECTORCase Study - TajMahal Palace & Tower Mumbai

2. What is ‘SERVICE’?‘SERVICE’ is defined as any act or performance one party can offer to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product.However manufacturers, distributors, retailers, etc., are providing value added services, or simply excellent customer service, to differentiate themselves.

3. Level Of Interaction In Hotels

4. Hospitality Industry in IndiaAll major hotel chains have properties across IndiaHospitality sector has shown a promising upswing of 21% over 2005-06 in revenue terms.The first half of 2008 had registered a 19.6% increase in revenue per available room (revPAR).

5. Hospitality Industry in IndiaBut post the terror attacks in November last year, occupancy ratio and room rates have taken a beating.Hospitality revenues are projected to grow over Rs 82,600 crore by 2010.An additional 70,000-80,000 rooms are slated to come online across categories countrywide.More than 40 international brands are trying to make inroads.

6. Major Indian Hotel Companies

7. Introduction Of TAJ HOTELS

8. Background & History(TATA Group)

10. ‘STP Analysis’ Of Taj Hotels‘STP’ stands for Segmenting, Targeting, & Positioning.SEGMENTING – Placed among the top most in the high end luxury segment.Is a pioneer in this segment & continues to set higher standards and increase benchmarks.It caters to the affluent segment of consumers, who are a class apart.TARGETING – Targets company heads, CEOs, successful entrepreneurs, businessmen, men of power.

11. ‘STP Analysis’ Of Taj HotelsBy serving royalty and Heads of State, Taj has been able to set a unique standard & thus targets those consumers who are rich but also achievers.POSITIONING – Positions itself as a high end luxury hotel chain, giving its consumers a taste of ‘ROYALTY’ in modern times.

12. TajMahal Palace & Tower Mumbai – Location & Rooms

14. Restaurants & Bars

15. Competition

16. 7 Ps’ Approach

17. Developing Customer Interface Systems

18. Recommendations For Improving Service Quality

19. EXPANSION & DIVERSIFICATIONTAJ MOUNT ROAD - CHENNAIVIVANTA – TAJ BANGALORE

20. PASHAN GARH - PANNA

21. BANJAR TOLA - KANHA

22. NADESAR PALACE - VARANASI

23. TAJ RESIDENCY - TRIVANDRUM

24. FALAKNUMA PALACE - HYDERABAD

25. THE PIERRE

26. TAJ PANJIM

27. TAJ LANDS END

28. SEAROCK HOTEL TAKEN OVER BY TAJ

29. PRESENTED BY -

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