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Service Operation Marketing[1]


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Service Operation Marketing[1]

  1. 1. Service Operation Management Submitted by: Purvi Parihar Akash Agarwal Taj Hotels Submitted to: Ms. Sonali Bannerjee
  2. 2. Introduction <ul><li>Taj Hotels Resorts and Palaces is a worldwide chain of luxury hotels and resorts. </li></ul><ul><li>Part of the Tata Group, one of India's largest business conglomerates. </li></ul><ul><li>comprises 76 hotels, 7 palaces, 6 private islands and 12 resorts and spas, spanning 52 destinations in 12 countries across 5 continents. </li></ul><ul><li>Also located in the United States of America, United Kingdom, Africa, the Middle East, Maldives, Mauritius, Malaysia, Bhutan, Sri Lanka and Australia. </li></ul>
  3. 3. About the brand <ul><li>Born at a time when British-ruled India. </li></ul><ul><li>It is equipped with world class facilities. </li></ul><ul><li>From English butlers to Turkish baths, </li></ul><ul><li>The Taj offered its guests the best in luxury. </li></ul><ul><li>The hotel rates were generally priced higher than the economic standards. </li></ul><ul><li>Customer service and innovation helped Taj Hotels maintain its position in the Indian industry. </li></ul><ul><li>First to introduce international cuisines like Sichuan, Thai, Italian, and Mexican in India. </li></ul><ul><li>High, unaided brand recall, the company regularly undertakes advertising campaigns to reinforce its brand values of warmth, luxury, and efficiency. </li></ul>
  4. 4. Services Offered <ul><li>Hotel Business Services include: </li></ul><ul><ul><ul><li>Colour copier </li></ul></ul></ul><ul><ul><ul><li>Laptop computers on hire </li></ul></ul></ul><ul><ul><ul><li>Mobile phones on hire </li></ul></ul></ul><ul><ul><ul><li>Multimedia (with Arabic-enabled) </li></ul></ul></ul><ul><ul><ul><li>computers </li></ul></ul></ul><ul><ul><ul><li>Multiple mobile chargers </li></ul></ul></ul><ul><ul><ul><li>Secretarial services </li></ul></ul></ul><ul><ul><ul><li>SMS Guest messaging services </li></ul></ul></ul><ul><ul><ul><li>Translation/interpretation services </li></ul></ul></ul><ul><ul><ul><li>Wi-fi Internet access at Lobby lounge </li></ul></ul></ul><ul><ul><ul><li>& Business Centre </li></ul></ul></ul><ul><ul><ul><li>Workstations </li></ul></ul></ul>
  5. 5. (contd.) <ul><li>Hotel Leisure and Other Services include: </li></ul><ul><ul><ul><li>Babysitting </li></ul></ul></ul><ul><ul><ul><li>Beauty parlour / Hair salon </li></ul></ul></ul><ul><ul><ul><li>Butler (suites, Taj Club) </li></ul></ul></ul><ul><ul><ul><li>Car hire service </li></ul></ul></ul><ul><ul><ul><li>Carpet Shop </li></ul></ul></ul><ul><ul><ul><li>Currency exchange </li></ul></ul></ul><ul><ul><ul><li>City Tour & Sightseeing desk </li></ul></ul></ul><ul><ul><ul><li>Daily shuttle service to beach </li></ul></ul></ul><ul><ul><ul><li>& shopping mall </li></ul></ul></ul><ul><ul><ul><li>Desert Safari Trips & Dhow Cruise </li></ul></ul></ul><ul><ul><ul><li>Doctor-on-call </li></ul></ul></ul><ul><ul><ul><li>Express laundry / dry cleaning </li></ul></ul></ul><ul><ul><ul><li>Perfume shop </li></ul></ul></ul><ul><ul><ul><li>Pharmacy </li></ul></ul></ul><ul><ul><ul><li>Souvenir Shop </li></ul></ul></ul><ul><ul><ul><li>Travel assistance </li></ul></ul></ul>
  6. 6. (Contd.) <ul><li>Meeting Rooms & Banquet Facilities include: </li></ul><ul><ul><ul><li>Guests can make business a pleasure in three meeting rooms. Ballroom is in the shape of an Arabic tent </li></ul></ul></ul><ul><ul><ul><li>View Room Types and Amenities </li></ul></ul></ul><ul><ul><ul><li>Plan a Business Meeting </li></ul></ul></ul>
  7. 7. Other services <ul><li>Hotels introduced new systems like corporate standardization, renovation of previous properties, and new age services like loyalty programs and spa services. </li></ul><ul><li>Serves as a window to a destination, where guests can absorb the region’s history, savor traditional fare, and interact with the locals. </li></ul><ul><li>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. </li></ul><ul><li>Generating brand awareness through niche promotions like participation in global travel exhibitions and marketing alliances. </li></ul><ul><li>Provide guests with the comfort of modern facilities and services. </li></ul>
  8. 8. Awards and Recognition <ul><li>2007 Corporate Hotelier of the World (HOTELS magazine) – Raymond N. Bickson, MD and CEO, Taj Hotels Resorts and Palaces </li></ul><ul><li>Leading Hotels of the World Ltd. (LHW) Chairman’s Award 2007 & 2006 for Best Advertising Campaign </li></ul><ul><li>SENSES Visions Award 2007 at the SENSES Wellness Awards 2007 – Taj Spa </li></ul><ul><li>Superbrand 2007 across 1699 brands in 58 countries </li></ul><ul><li>Platinum Award – Reader’s Digest Trusted Brands Awards 2007 and 2005 </li></ul><ul><li>Dun & Bradstreet – American Express Corporate Awards 2007 – India's Top 500 Companies 2007 - in the &quot;Hotels&quot; category - The Indian Hotels Company Ltd. </li></ul><ul><li>Inaugural 'Genius of the Web 2007' award by CNBC-Web 18 in association with Frost & Sullivan for the Best Hotel Website in India. </li></ul><ul><li>Avaya GlobalConnect Customer Responsiveness Award 2007 & 2005 (Travel and Tourism - Hospitality) and many more….. </li></ul>
  9. 9. Thank You