The document summarizes information about the Taj Hotels group. It discusses the founding of Taj Hotels in 1903 and provides details about its luxury, leisure and business hotel categories. It then outlines Taj's management processes and technologies used like Fidelo and Wow Cards. Segmentation, positioning, SWOT and awards are also summarized. Current operations under CEO Puneet Chhatwal are noted, along with new properties and a future strategy of expanding to landmark cities and spiritual destinations in India and overseas.

1. Presented By –
Bhruguraj Acharya – 319SM1002
Layatmika Sahoo – 319SM1015

3. “

4. Introduction
• The Indian Hotels Company (IHC) is the parent company of Taj Hotels Resorts and
Palaces.
• It was founded by Jamshetji N. Tata on 16th December 1903.
• The Taj hotels are categorized as luxury and leisure.
• The Taj Luxury Hotels offer a wide range of luxurious suites with modern fitness
centres, 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.
• It provides exciting activities ranging from sports, culture, environment,
adventure, music and entertainment.
• The Taj Business Hotels provide the finest standards of hospitality so it is
recognized throughout the world.

5. • Each hotel has elegantly designed smart space rooms.
• The room are categories as standard, twin, family and
dormitory rooms.
• The other features of The Taj Hotel includes a well-
equipped gymnasium, laundry services, in-room dining and
high speed internet.
• The Restaurants serve a wholesome fare of Indian , Chinese
and Continental cuisine.

6. Management
• Pre-Arrival
• Reservations: During the reservation a preference sheet is mailed to capture the details
and to enhance the stay experience.
• Airport pick-up: An airport representative is sent along with a chauffeur holding a placard
• Arrival
• Welcome at the lobby: Royal welcome by the guards in smart and distinct Attires.
• Royal Welcome for Groups: Special arrangements for groups are made. A huge caravan of
Elephants, camels , horses along with a professional band is called for the reception of
the group.
• ATG( Aarti, Tiki and Garlanding):
• Welcome Drinks upon arrival
• Check-in
• Escorting
• Welcome Letter
• Room Orientation

7. • Experience during stay
• Heritage walk
• Special Occasion Celebration
• City tour by vintage car
• Cultural music and dance
• Unique dinner experience
• Grand Wedding
• Other Facilities
• Check Out
• Feedback Form at time of Turn Down
• Souvenir: Ex- A fragrant incense stick wrapped in a satin cloth is gifted to the
customers as a souvenir.

8. Business Model
Guest Preference List
 At the time of the reservation a
preference sheet is sent across
to the guest along with the
reservation conformation mail.
 This is primarily to capture the
various preferences of the
customer such as food habits
(Diabetic/ Low fat etc.), special
needs etc. It also asks if the
customer is coming on a special
occasion or not and
arrangements are made
accordingly made on the visit.
Handling Complaints
 This is another important tool in
improving the service of the
hotel and to capture guest
complaints. If a complaint is
registered by a customer it is
updated on the software.
 Gradually as the time lapses the
status displayed turn from green
to yellow and ultimately red. This
status can be seen by any of the
managers as the software is
connected to the central server.
Fidelo
 It is a property management
software used by most of the
Indian Hotels Management
Company.
 They use it to store the profiles of
the guests for any special
occasion.
 Each Taj Group of Hotels can
access the profiles.

9. Wow Card
 This is being used by the
personal butlers for
recording the preferences
and other important
aspects of the guests.
 This is just a small booklet
carried by all the staffs at
every time.
 For future refences this
info is to be uploaded to
the server.
GRE Courtesy Call
 Once the guest is inside
the hotel (a day or two) a
courtesy call is made by
the guest relationship
executive during the
evening hours.
 This is just to know about
the experience of them. If
they are facing any issues
then that can be
improved.
GSTS
 Post departure an
automated mail from the
central server is sent to
the guest requesting to fill
up a feedback form. There
are various heads covering
the various stations of
experiences which are
scored on a Likert Scale.
 This information is
quantified to highlight the
areas of concern. This
score is also used as a
measure of performance
of a hotel unit.

10. STP Analysis
Segmentation
Geographical
segmentation
Demographical
segmentation
Psychographic
segmentation
Behavioural
segmentation
Positioning
•Through print
media
•Electronic
media
•Magazines
•Online
advertising
•Targeting
•People who
have common
need,
•Business class
•Upper class
•Tourists

11. SWOT Analysis of TAJ Hotels
S
Strengths
 Strong
domestic
market
 Brand Image
W
Weaknesses
 Expansion
in global
markets.
 Suppliers in
international
markets.
O
Opportunities
 Indian
tourism
industry
 Introduce
better
membership
plans
 Upgrade to
international
methods of
T
Threats
 Open market
of India.
 Other heritage
properties
 Competitors
upgrading to
international
standards of
work ethic

12. HISTORY

13. PRESENT SCENARIO
• Currently, N Chandrasekaran is the Chairman and Puneet Chhatwal is the
MD & CEO of The Taj Group of Hotels.
• As of 2020, the company operates a total of 74 hotels and hotel-resorts,
with 10,218 rooms across India and 16 in other countries, including
Bhutan, Malaysia, Maldives, Nepal, South Africa, Sri Lanka, UAE, UK, USA
and Zambia.
• The Taj Hotels are operational in 49 destinations (as in 31st March, 2020).
• Taj Hotel’s Revenue for FY 2019-2020 was ₹ 4,596 Crores with a profit of ₹
354 Crores which was a 24% more than the last year’s profits.

14. PROMINENT NEW PROPERTIES OPENED DURING
THE YEAR

15. AWARDS AND RECOGNITION
• BRAND FINANCE BRAND VALUE REPORT – INDIA 2020
• TRUSTYOU 2019-2020
• EARTHCHECK CERTIFICATIONS
• BEST NEW WELLNESS RESORTS IN THE WORLD
• CONDÉ NAST TRAVELLER MIDDLE EAST READERS’ CHOICE AWARDS 2020 - Taj Rishikesh Resort & Spa, UK, India
• WORLD ARCHITECTURE COMMUNITY AWARDS
• TRIP ADVISOR TRAVELLERS’ CHOICE 2020 – TOP 25 LUXURY HOTELS IN INDIA
• TRAVEL+LEISURE US THE WORLD'S BEST HOTELS AWARDS 2020
• The Top 25 Hotel Brands in the World
• The Top 100 Hotels in the World - Rambagh Palace, Jaipur, India
• The Top 15 Hotels in New York City - The Pierre, New York
• Top 15 Resort Hotels in Asia - Rambagh Palace, Jaipur, India & Taj Lake Palace, Udaipur
• The Top 15 Asia City Hotels - Taj Palace, New Delhi, India
• Top 5 India Resort Hotels - Rambagh Palace, Jaipur

16. FUTURE STRATEGY
Taj is the epitome of warmth, service and luxury. The
brand is India’s strongest brand and our aspiration is to
take the brand to landmark cities, leisure havens and
spiritual destinations in India and overseas. We will add
11 new properties under the brand over the next few
years.

18. REFERENCES
• https://www.ihcltata.com/IHCL_Annual_Report_2019-20.pdf
• https://en.wikipedia.org/wiki/Taj_Hotels
• https://www.ihcltata.com/