2. VIEW OF HOTEL INDUSTRY
CHALLENGES FOR HOTEL INDUSTRY
INTRODUCTION OF TAJ HOTELS.
MARKETING MIX.
COMPETITOR.
SERVICE TRIANGLE
SERVICE SCAPE
CONCLUSION.
3. What is Hotel Industry?
“A place Where Travelers Can Pay for Lodging and Meals and
Other Services on a short-term basis.”
Objectives of Hotel Industry
Customer Satisfaction
Health
Safety Environment
To Promote Tourism
4. STAR RATED
HOTELS
5 DELUXE & 5
: LUXURY AT HIGH
PRICE , 27 % GOVT.
APPROVED ROOMS
FORMS 30% OF
INDUSTRY
BUILT OVER
18000 sq.m AREA
2 & 1 :
AROUND TOURIST
SPOT, PREFERRED
BY DOMESTIC
TOURIST
4 & 3 :
FOR MIDDLE LEVEL
BUSINESS
EXECUTIVES/LEISURE
TRAVELLERS
Eg : ITC,
TAJ GROUP,
OBEROI GROUP,
ITDC
6. • SPECIALLY EQUIPED WITH CONFERENCE
ROOMS, SEMINAR HALLS, INTERNET
FACILITIES ETC. TO SUIT THE CORPORATE
GUESTS.
• Eg: INTER-CONTINENTAL, CROWNE PLAZA
BUSINESS
HOTELS
AIRPORT
HOTELS
• LOCATED NEAR AIRPORTS AND SUITABLE
FOR SHORT STAY TRAVELLERS.
• ARE FOUND NEAR ALL MAJOR CITY
AIRPORTS.
HONEYMOON
HOTELS
• MOSTLY LOCATED AT HILL STATIONS AND
SPECIALLY FASCILITATED TO SUIT THE
COMFORTS OF HONEYMOON COUPLES.
• Eg. HOTEL WOODVILLE PALACE, CARLTON
HOTEL, HOTEL HONEYMOON INN ETC.
FACILITY HOTELS
7. 3 STAR HOTELS
FORMAL AND SPACIOUS RECEPTION AREA AND LOUNGE
THEIR RESTUARANTS CATER TO NON- RESIDENTS GUESTS TOO
EN-SUITE BATHS WITH GOOD STANDARD AND QUALITY OF EQUIPMENTS
COMFORTABLE STAY TARGETED
4 STAR HOTELS
HIGH QUALITY FURNISHING, DÉCOR, AND EQUIPMENTS
HIGH STAFF TO GUEST RATIO FOR BETTER SERVICES
SERIOUS APPROACH TOWARDS CUISINES AND VARIETY
8. 5 STAR HOTELS
THE ENTIRE HOTEL IS SPACIOUS AND LUXURIOUS
EXQUISITE CUISINES THAT CATER TO TASTE BUDS FROM ALL OVER THE WORLD
SERVICES ARE MORE, FLAWLESS AND PERSONAL ATTENTION TO THE GUEST’S
NEEDS
SOME UNIQUE SERVICES PROVIDED IN THE 5 STAR HOTELS
BUTLERS
CHAUFFER DRIVEN LUXURY CARS
PILLOW MENU
CUSTOMISED SERVICES IN THE IN-HOUSE SPA AND SALOON
42” PLASMA TV, INTERNET, FAX, LAPTOPS ON RENT AND MUCH MORE …
9. Product :- Hotels stay innovative in the peripheral services.
Price :- The diverse nature and character of dishes,
involvement of cost and spending power of customers.
Place :- Location of the hotel is the most important business
decision for the hotel.
Promotion :- Advertisement, publicity, sales promotion,
personal selling, word-of-mouth promotion and
telemarketing are the components of a hotel’s marketing
strategy.
10. People:- The hotel management should train its
people regularly, especially the front line
professionals.
Physical Evidence:- Lobby- It being the first & the
last part of the hotel that the guest sees, thus it
should be well designed, also to ensure that the
customer returns again the room should be
comfortable and should have made his stay hassle
free.
13. The Indian Hotels Company (IHC) is the parent
company of Taj Hotels Resorts and Palaces.
It was founded by Jamshetji N. Tata on December16,
1903.
Currently the Taj Hotels Resorts and Palaces comprises
76 hotels, 7 palaces at 52 locations in 12 countries and
employ over 13000 people.
14. Additional 18 hotels are also being operated around
the globe.
During fiscal year 2010, the total number of hotels
owned or managed by the Company was 76.
The Taj hotels are categorized as luxury, leisure and
business hotels.
15. The Taj Luxury Hotels offer a wide range of luxurious
suites with modern fitness centers, 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.
16. It provides exciting activities ranging from sports,
culture, environment, adventure, music, and
entertainment.
The Taj Business Hotels provide the finest standards of
hospitality, which helps the business trips to be
productive.
They offer well-appointed rooms, telecommunication
facilities, efficient service, specialty restaurants and
lively bars, well-equipped business centres, and other
conference facilities
17. THE TAJ GROUP OF HOTELS SEGMENTATION
TAJ LUXURY
HOTELS –
TAJ PALACE,
TAJ MAHAL,
TAJ BENGAL,
TAJ WEST END
OFFER FINEST
STANDARD OF
HOSPITALITY &
SERVICE
TAJ BUSINESS
HOTELS:
TAJ PRESIDENT,
TAJ RESIDENCY,
TAJ CONNEMARA,
TAJ BLUE
DIAMOND
OFFER
MULTI – CUISINE
RESTAURANTS &
BEST BUSINESS
FASCILITIES
TAJ LEISURE
HOTELS:
TAJ BEACH
RESORT,
TAJ CULTURAL
CENTRE,
TAJ GARDEN
RETREATS
LOCATED AT
BEACH RESORTS,
PALACES, PILGRIM
CENTRES ETC.
18.
19. The Taj Group of Hotels commits itself to the overall
improvement of the ecological environment, which
we are all a part of.
We recognize that we are not owners but caretakers
of the Planet and owe it to our children and future
generations of humankind.
It is our endeavor not only to conserve and protect
but also to renew and regenerate the environment in
which we live and operate
20. Our commitment encompasses all actions related to
our products, services, associates, partners, vendors
and communities.
We will partner and engage with our environment
through EARTH: Environmental Awareness and
Renewal at Taj Hotels. For us EARTH is not a
program, nor a process; it is a way of life
22. Courier
Child care, Laundry, Pet
Taj Sats Air Catering Ltd.
Wi-Fi Access
Express check -in and out
Taj Air and Taj Yachts
Babysitting
Wake-up call
23. Barber shop, Boutiques,
Florist
Currency exchange
In room telephone service
Front desk 24 – hour
Gift shop
24. Taj hotel has set its price of the room on the basis of
Business, Leisure and Luxury class.
Rate
Room Tariff of all TAJ Palaces, Resorts, And
Hotels.pdf
25. Location of the hotel is the most important business decision for the hotel.
Present in metro cities in India
Global presence (Maldives, London, Dubai, Cape Town and many other
countries)
26. PROMOTION STRATEGY
Promotional schemes are carried on regularly the hotel has many loyalty
programe,clubes,membership,previlage etc some of them are
1. Taj Inner Circle
2. Taj advantage plus
3. TAPP Me
Taj also offer Taj surprises
including weekend savers,
value vouchers, book early
get more.
27. Major service encounter that extremely delighted or
disappointed are:
1. Check – in.
2. Bell person carrying luggage to the room.
3. Food.
4. Wake up call
5. Check out.
28. Skilled person
Professional person
Personal Agents
Technological person
Travel agents
29. The hotel has many competitors
1. The Oberai towers.
2. The Leela.
3. ITC Hotels.
4. Le Meridian.
Acquisition - hotel blue diamond, pune.
30. Internal Marketing
Vertical Communications
Horizontal Communications
Interactive Marketing
Personal Selling
Customer Service Center
Service Encounters
Servicescapes
External Marketing
Communication
Advertising
Sales Promotion
Public Relations
Direct Marketing
Company
CustomersEmployees
31. T.V channels like STAR
NEWS,CNN and CNBC.
Magazines like THE OUT
LOOK TRAVELAR,GO NOW
and TRAVEL.
Business news paper(E.T,
Financial Express, Bombay
Times)
32.
33.
34. The Taj Singles vacation
package is about bringing
like-minded people
together to enjoy a
specially designed holiday
at the exotic Fort Aguada
Beach Resort in Goa.
The Kumbh Mela package,
which has packages from the
Taj Residency, Nashik and
Aurangabad, introduces
specially designed packages
at affordable prices, giving
pilgrims and devotees of the
Kumbh Mela the opportunity
to set aside their worries of
in-city traveling, boarding
and lodging.
36. Taj Management Training Programme (TMTP)
Hotel Operations Management Trainee (HOMT)
Program
Taj Management Training Programme (TMTP) -
Operations/ Food Production
Affiliation with Indian Institute of Hotel Management,
Aurangabad
37.
38. Developed by Booms and Bitner.
According to them: “The environment in which the
service is assembled and in which the seller and
customer interact, combined with tangible commodities
that facilitate performance or communication of the
service".
Physical Evidence
Tangibles
39. Servicescape helps in creating a corporate identity
(i.e. positioning and differentiation).
It’s a part of service experience: customers
frequently use the service environment as an
important quality proxy.
Its a part of value proposition: physical
surroundings help to shape appropriate feeling and
reactions in customers and employees.
Servicescape facilitates the service encounters by
reducing service failures and supporting a fast &
smooth service delivery process.
