the taj group of hotels ppt
TRANSCRIPT
By: Parth arora
CASE ON TAJ HOTELS
Taj hotel in Mumbai
CONTENT
• VIEW OF HOTEL INDUSTRY• CHALLENGES FOR HOTEL INDUSTRY• INTRODUCTION OF TAJ HOTELS.• MARKETING MIX.• STP ANALYSIS.• COMPETITOR.• MERSER & ACQUISITION.• ETOP• SAP ANALYSIS• CONCLUSION.
VIEW OF HOTEL INDUSTRY
• What is Hotel Industry?
“A Building Where Travelers Can Pay for Lodging and Meals and Other Services”
Objectives of Hotel IndustryCustomer SatisfactionHealthSafety EnvironmentTo Promote Tourism
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
HERITAGE CLASSIC:
HOTELS
CONSTRUCTED BETWEEN 1920 - 1935
HERITAGE GRAND:
HOTELS CONSTRUCTED
PRIOR TO 1920
HERITAGE:
HOTELS CONSTRUCTED
AROUND 1935 – 1950
HERITAGE HOTELS
CHARACTERISED BY LESSER CAPITAL EXPENDITURE AND AFFORDABILITY .
OPERATE FROM FORTS, PALACES, CASTLES, RIVER LODGES, HERITAGE BUILDINGS ETC.
• 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
Challengeg for Hotel Industry
1. Shortage of skilled employees2. Retaining quality workforce3. Shortage of rooms4. Intense competition and image of India5. Customer expectations6. Manual back-end
INTRODUCTION OF TAJ HOTEL
• The Indian Hotels Company (IHC) is the parent company of Taj Hotels Resorts and Palaces.
• It was founded by Jamsetji N. Tata on December16, 1903.
• Currently the Taj Hotels Resorts and Palaces comprises 57 hotels at 40 locations across India
Cont……….
• Additional 18 hotels are also being operated around the globe.
• During fiscal year 2006, the total number of hotels owned or managed by the Company was 75.
• The Taj hotels are categorized as luxury, leisure and business hotels.
Cont……….
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.
Cont……… 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
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.
Vision
• 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
Cont………
• 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
Global award……….• Sep-2008 Taj Hotels Resorts and Palaces is proud to receive the 2008
GOLD Magellan Award for its Brand Campaign - 'No Room for
the Ordinary' in the Advertising / Marketing Campaign Category
and Print advertising Category.
• Sep-2008 Taj Hotels Resorts and Palaces is proud to receive the award for
‘The Best Business Hotel Chain in India’ by the readers in UK at
the 2008 Business Traveller Awards.
• Sep-2008 Taj Hotels Resorts and Palaces tops the ranking in hotels segment
in 'Asia Pacific's Top 1,0-00 Brands' survey for 2008.
National award
Apr-2009• Jiva Spa is nominated for the award of ‘Best Spa Treatment –
Ventoz’ Asia Spa India Awards held on 8th April 2009 held atDelhi
Jan-2008• Dun & Bradstreet - American Express Corporate Awards 2007 -
India's Top 500 Companies 2007 - in the "Hotels" category - TheIndian Hotels Company Ltd.
Jan-2008• Taj Hotels Resorts & Palaces - Avaya GlobalConnect
CustomerResponsiveness Awards 2007- “ India’s Most CustomerResponsive Hotel “ – Category Hotels.
Mile stone of Taj GROUP• 1903 The Company opens its first hotel, the "Taj Mahal Palace" in Mumbai,
India.
The Company opens its first five star deluxe beach resort, the "Fort Aguada Beach Resort" in Goa.
• 1974 The Company begins business in metropolitan hotels by
opening the five star deluxe hotel, the "Taj Coramandel" in Chennai
• 1980 The Company opens its first hotel outside India, the "Taj
Sheba Hotel" in Sana'a, Yemen.
• 1984 The Company entered into a licence agreement to operate
the "Taj West End" in Bangalore, "Taj Connamera" in Chennai and the "Savoy" in Ooty.
• 1989 The Company opens a five star deluxe hotel in Calcutta, the
"Taj Bengal
• 1990 The Company establishes the Taj Kerala Hotels and Resorts Limited with the
Kerala Tourism Development Corporation.
• 1998 The Company opens the "Taj Exotica" in Bentota, Sri Lanka.
• 2000 The Company establishes Taj GVK Hotels and Resorts Limited with the GVK
group to operate three hotels in Hyderabad.
• 2001 The Company is awarded the management contract for the "Taj Palace", Dubai.
The Company launches the "Taj Exotica Spa and Resort" in Maldives.
• 2002 The Company obtains licenses to manage and operate two leisure hotels: the
"Rawal-Kot" in Jaisalmer and the "Usha Kiran Palace", Gwalior.
• 2003 The Company relaunches its flag ship property as the "Taj Mahal Palace and
Tower.
• 2004 The Company launches its first luxury serviced apartments, "Wellington Mews" in
Mumbai.
The Company opens its first economy hotel under the brand "Ginger" in Bangalore.
• 2005 The Company obtains a management contract to operate "The Pierre" in New
York, USA.
The Company entered into a management contract to operate the "Taj Exotica" in Palm Island, Jumeirah, Dubai.
The Company obtained the operating agreement for the "Umaid Bhavan Palace" in Jodhpur.
• 2006 The Company acquires the "W" hotel in Sydney, Australia
which is later renamed as the "Blue Sydney".
The Company commences operation of its first wildlife lodge at Mahua Kothi, Bandhavgarh.
• 2007 The Company acquires the "Ritz-Carlton" in Boston, USA
which is later renamed as the "Taj Boston."
The Company commences operation of its second wildlife lodge at Baghvan, Pench.
MARKETING MIX STRATEGY OF TAJ HOTELS
Products
Room
Restaurant and Bar.
Meeting room and Banquet facility
Amenities
Services
Safe deposit box
Special services
• courier• Child care• Laundry• Pet• Internet• Travel desk• Babysitting• Wake-up call
• Barber shop• Boutiques• Currency exchange• In room telephone service• Express check -in and out• Florist• Front desk 24 – hour• Gift shop• Maid service
PRICE
Taj hotel has set its price of the room on the basis of Business, Leisure and Luxury class.
Rate
The Taj Suite US$-175
Executive Suite US$ -125
Standard sea view double US$-75
Standard sea view single US$-75
The Taj Lady US$-90
PLACE
Location of the hotel is the most important business decision for the hotel.
Present in metro cities in India Global presence (Maldives,London,Dubai,Colombo)
PROMOTION STRATEGY
Promotional schemes are carried on regularly the hotel has many loyalty programe,clubes,membership,previlage etc some of them are
1. The Taj Inner Circle.2. The Taj Junior League.3. The Taj Club.
Taj also offer Taj surprises including weekend savers,value vouchers,book early get more,
ADVERTISEMENT Business news paper(E.T, Financial Express, Bombay Times) T.V channels like STAR NEWS,CNN and CNBC. Magazines like THE OUT LOOK TRAVELAR,GO NOW and
TRAVEL.
Physical Evidence
Lobby- It being the first & the last part of the hotel that the guestsees,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
Process 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 call5. Check out.
People
• Skilled person• Professional person• Personal Agents• Technological person• Travel agents
COMPETITERThe hotel has many competitors like 1.The Oberai towers2.The Marine Plaza3.The Orchid.4.Le MeridianAcqusition-hotel blue diamond pune.
STP analysis
Segmentation
• Geographical segmentation• Demographical segmentation• Psychographic segmentation• Behavioral segmentation
THE TAJ GROUP OF HOTELSSEGMENTATION
TAJ LUXURY HOTELSTAJ PALACE,TAJ MAHAL,TAJ BENGAL,TAJ WEST END OFFER FINEST STANDARD OF HOSPITALITY & SERVICE
TAJ LEISURE HOTELS
TAJ BEACHRESORT,TAJ CULTURAL CENTRE,TAJ GARDENRETREATS LOCATED AT BEACH RESORTS,PALACES,
PILGRIM CENTRES ETC.
Positioning
• Through print media• Electronic media• Magazines• Online advertising
Targeting
• Targeting is a group of people who have common need, and behavior.
• Business class• Upper class• Tourists
Mergers and acquisitionsIndian Hotels Starwood GroupStarwood Group
(W Hotel) (W Hotel)
SydneySydney Dec 2005 Dec 2005
The Pierre The Pierre US US July 2005 July 2005
Regent Hotel Regent Hotel (renamed Taj Lands (renamed Taj Lands End) End)
IndiaIndia September 2002 September 2002
ETOPFactors Sub factor opportunity threats Neutral
Neutral Law making, Tax policy, Price control, Internal Environment
legal Employment law, Govt. policy
economical Interest rate, Inflation, exchange rate
Socio culture
technological
competitor
SAP analysisfactors strategy strength weakness Neutral
Marketing mix P 1
P 2
P 3
P 4
HR
Finance
Production operation
system