12-08-2013, 03:01 PM
CRM- TAJ HOTELS
TAJ HOTELS.pptx (Size: 2.07 MB / Downloads: 30)
Introduction to TAJ
The Indian Hotels Company Limited (IHCL) is branded TAJ Hotels Resorts and Palaces part of the Tata Group.
TAJ Hotels Resort and Palace own and operate:
76 Hotels
7 Palaces
6 Private islands
12 resorts
Spanning 52 destinations,12 countries,
5 continents and employ over 13000 people.
Hospitality Brands - TAJ
Taj Luxury
Its group's flagship brand of traditional luxury full-service hotels, resorts and palaces. business destinations, landmarks, palaces, resorts and forest destinations.
Taj Exotica: Premium resorts in Maldives, Mauritius and Goa.
Taj Safaris: Taj's nascent wildlife lodge brand, premium, high-end forest lodges and destinations.
SWOT - TAJ
Strength
Group comprises 76 hotels in 55 locations across India with an additional 16 international destinations
Employee strength over 13000 people
The perfect experience of Indian luxury living
Employee retention due to good brand image
Considered to be the most premium hotel chain in India
Top-of-the-mind brand recall
Weakness
1. Limited market share due to tough competition from international and domestic players means
2. Terrorist attacks left a question over the security
MOMENT OF TRUTH- TAJ
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 typical Rajasthani Attire.
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
Guest Preference Sheet- TAJ
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
e.g. If the guest is coming on a honeymoon or anniversary the room is decorated accordingly, cake is placed in the room etc.
WOW CARD - TAJ
This is a special instrument used by personal butlers for recording guest preferences & other important information related to the guest.
This is a small booklet which is carried by the staff at all times and whenever they get any information which can be useful in the future to please the customer, they simple record it here.
This information is further uploaded on the PMS making it accessible to all.
CONCLUSION - TAJ
Continue to treat all customers equally
Feedback to be taken seriously and addressed immediately
Security to be tightened with out customers knowledge.
Constant training of Employees to deliver excellence in service
Maintain the international standards and still roots remain to be Indian.