Taj Hotels Resorts and Palaces is a worldwide chain of luxury hotels and resorts with 76 hotels, palaces, islands and resorts across 12 countries. It was founded in British-ruled India and offered guests luxury amenities like English butlers and Turkish baths. The brand maintains high standards of customer service and innovation, and regularly advertises to reinforce its values of warmth, luxury and efficiency. It offers a wide range of hotel services including business, leisure, meeting/banquet facilities, and has introduced new services like loyalty programs and cyber butlers. The brand is recognized with several awards for marketing, wellness services and customer responsiveness.

1. Service Operation Management Submitted by: Purvi Parihar Akash Agarwal Taj Hotels Submitted to: Ms. Sonali Bannerjee

2. Introduction Taj Hotels Resorts and Palaces is a worldwide chain of luxury hotels and resorts. Part of the Tata Group, one of India's largest business conglomerates. comprises 76 hotels, 7 palaces, 6 private islands and 12 resorts and spas, spanning 52 destinations in 12 countries across 5 continents. Also located in the United States of America, United Kingdom, Africa, the Middle East, Maldives, Mauritius, Malaysia, Bhutan, Sri Lanka and Australia.

3. About the brand Born at a time when British-ruled India. It is equipped with world class facilities. From English butlers to Turkish baths, The Taj offered its guests the best in luxury. The hotel rates were generally priced higher than the economic standards. Customer service and innovation helped Taj Hotels maintain its position in the Indian industry. First to introduce international cuisines like Sichuan, Thai, Italian, and Mexican in India. High, unaided brand recall, the company regularly undertakes advertising campaigns to reinforce its brand values of warmth, luxury, and efficiency.

4. Services Offered Hotel Business Services include: Colour copier Laptop computers on hire Mobile phones on hire Multimedia (with Arabic-enabled) computers Multiple mobile chargers Secretarial services SMS Guest messaging services Translation/interpretation services Wi-fi Internet access at Lobby lounge & Business Centre Workstations

5. (contd.) Hotel Leisure and Other Services include: Babysitting Beauty parlour / Hair salon Butler (suites, Taj Club) Car hire service Carpet Shop Currency exchange City Tour & Sightseeing desk Daily shuttle service to beach & shopping mall Desert Safari Trips & Dhow Cruise Doctor-on-call Express laundry / dry cleaning Perfume shop Pharmacy Souvenir Shop Travel assistance

6. (Contd.) Meeting Rooms & Banquet Facilities include: Guests can make business a pleasure in three meeting rooms. Ballroom is in the shape of an Arabic tent View Room Types and Amenities Plan a Business Meeting

7. Other services Hotels introduced new systems like corporate standardization, renovation of previous properties, and new age services like loyalty programs and spa services. Serves as a window to a destination, where guests can absorb the region’s history, savor traditional fare, and interact with the locals. Introduced an innovative service called “cyber butlers” in some of its properties, which allow guests to help get connected to the Internet in any part of the hotel. Generating brand awareness through niche promotions like participation in global travel exhibitions and marketing alliances. Provide guests with the comfort of modern facilities and services.

8. Awards and Recognition 2007 Corporate Hotelier of the World (HOTELS magazine) – Raymond N. Bickson, MD and CEO, Taj Hotels Resorts and Palaces Leading Hotels of the World Ltd. (LHW) Chairman’s Award 2007 & 2006 for Best Advertising Campaign SENSES Visions Award 2007 at the SENSES Wellness Awards 2007 – Taj Spa Superbrand 2007 across 1699 brands in 58 countries Platinum Award – Reader’s Digest Trusted Brands Awards 2007 and 2005 Dun & Bradstreet – American Express Corporate Awards 2007 – India's Top 500 Companies 2007 - in the "Hotels" category - The Indian Hotels Company Ltd. Inaugural 'Genius of the Web 2007' award by CNBC-Web 18 in association with Frost & Sullivan for the Best Hotel Website in India. Avaya GlobalConnect Customer Responsiveness Award 2007 & 2005 (Travel and Tourism - Hospitality) and many more…..

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