understudy project

The Taj…

India’s first…

South East Asia’s finest….

Taj Blue Diamond, Pune: an eminent member of

The Taj Business hotels…

With a VISION…

To be the leading and dominant player in the three to five star segment nationally and continually enhance our equity as the first choice hotel for business and conference travelers in each location that we are at

present

And…

The VALUES of

Courage

Integrity

Excellence

Teamwork

Respect and concern for others

Reliability

Concern for environment and society.

That govern the establishment

Banquet Revenue Maximization

Case Study : Taj Blue Diamond, Pune

Understudy Research

January 2005

Compiled By :Aminah KhanYear III Institute of Hotel Management,Aurangabad

Major Banquet Facilities/Caterers in Pune City

• The Taj Blue Diamond

Competitors• Le Meridian• Sun ‘n’ Sand• Central Park• Corinthian/Mayfair catering• In Venue Hospitality – Rajendra Kelshikar /Ravish Aurora

The Taj Blue Diamond Pune Average monthly turnover from banquets : Rs.25.5 (in lakhs) Average number of ODCs per month: 16 Occupancy % of Banquets : 65%

Tax structure: Tax on Banquets: 29.62 % 23.50 % - Sales Tax Sales tax : 20% Surcharge: 2% Turnover tax : 1.5% Total = 23.5% 6.12 % - Service Tax Service tax :10.2% On food and beverage : 60% of 10.20% = 6.2%

Top Accounts for Banquets :1. Airtel2. TACO3. TATA Johnson Controls4. TATA Ficosa5. TATA Auto plastics 6. Idea7. IBM8. Cummins9. Kirloskar Oil Engines10. Bajaj Auto11. Thermax Ltd12. Tata Honeywell 1. TCS13. Zansar14. TCS15. ISMT

S.W.O.T. AnalysisStrengths

Location : Located in a prime location of the city. Brand equity : By virtue of its brand equity enjoyed being a member of

the Taj family, it is highly patronized by a majority of top notch companies in the city

Hall sizes : A variety of hall sizes ranging from a capacity of 15 – 50 – 250, enables the accommodation of different sized functions.

Banquet Audio Visual Equipment : Audio visual equipment for

conferences/ meetings is outsourced, so as to eliminate the high maintenance cost involved.

Food quality :Quality of food is appreciated by most clients, food related complaints are rare.

Service: The service is appreciated by most clients, service related complaints are few and far apart. The service quality is high by virtue of adherence to brand standards.

Ambience: Clients generally have no qualms with the ambience created, as it appeals to their needs. Venues are well lit and well maintained, creating an ambience that appeals to all

Weaknesses

Customization: The level of customization is not very high by virtue of

rigidity, often leading to guest dissatisfaction. Booking: Booking sometimes becomes tedious due to inability of staff to

revert back to the client in time, or attend the call due to understaffing of the department, resulting in loss of business.

Staffing: Banquet office is understaffed, which affects the efficiency of

the team in confirming bookings Architecture: The pillars I the halls are inconvenient to those holding

conferences and meetings, wherein a u shape seating arrangement is required, apart from the fact that the pillars occupy unnecessary space, and are dangerous as they may cause accidents

Opportunities

Weddings:Recent studies show that there is tremendous potential in wedding

banquets. Thus there is tremendous opportunity for revenue generation during the season, which would essentially be more than that generated from conferences.

ODCs Out door catering is becoming increasingly popular, as it adds a personal

touch to banquets held privately.

Food quality Food quality is good, but has the potential to reach excellence.

Industrialization of the city

The corporate world is a rapidly expanding segment, with new companies/industries emerging frequently, opening up a plethora of opportunities for market acquisition and companies to pursue for business

Service recovery

The recovery of profitable accounts lost may help to increase the profitability.

For e.g.. Bharat Forge

Threats

Bookings Bookings are taken and confirmed on a first come first serve basis,

implicating that the focus is on filling banquet space rather than profitably filling banquet space. Thus revenue management could prevent the company from going into losses by virtue of contending with non profitable business.

Competition The large number of competitors, especially those at par are drawing

customers from the Blue Diamond’s reservoir, through the provison of lower rates and higher levels of customization.

Tax Structure The Tax structure of the Taj Blue Diamond results in higher billing to

the customer, often resulting in the customer’s perception that the Taj Blue Diamond is highly over priced, propelling them to other hotels with lower rates.

Le Meridien

• Average turnover from Banquets : 70 lakhs

• Occupancy % of banquet halls : 70-80%

Tax structure:

Sales tax = 23.5%, included in the rate = x

Service tax = 10.2% of 60% of the bill = 10.2% 0f (60x/100)

Service charge = 5% of (x-23x/100)

Total tax charged = 10.1% of x

Length Max. width

Max.Height Floor area.

(in Feet) (in Feet) (in Feet) (in sq.ft)VENUEMajestic 141 43 13 678Majestic I 92.4 43 13 678Majestic II 48.6 43 13 1404Regal 52 46 13 2392Sovereign 54 26 13 2090Royale I 26.6 25.5 13 3973Royale II 26.6 25.5 13 6063

DIMENSIONS

Top Account Holders:

• Zensar • Mahindra and Mahindra • Kirloskar Oil Engines • HSBC Development Centre• Forbes Marshall • ISMT • Cummins

Ball room

Ball room

(sit down)

( with buffet)

VENUEMajestic 1000 600 - - 300 270 300Majestic I 400 300 80 - 200 150 140Majestic II 175 150 48 39 80 50 40Regal 200 200 45 40 120 90 80Sovereign 70 80 54 50 80 64 63Royale I 30 40 24 20 30 30 24Royale II 30 40 24 20 30 30 24

‘U’shape Boardroom

Classroom

SEATING Reception

Theatre

S.W.O.T.Strengths

Banquet space: It has several halls of different sizes, including two that can be split

and used separately by inserting a sound proof division.Capacity: It has extremely large halls that can accommodate upto 1000personsDécor The Décor is extremely elaborate, ideal for swanky cocktail dinners

and wedding receptionsPre function area: There is an adequate amount of pre funtion space to rule out the

possibility of crowding at entrances or cross trafficking of guests from separate parties, an issue among many socialites.

Rates: Rates are very competitive, facilitating the process of market

penetration. Tax structure: Their tax structure enables them to offer highly competitive rates, by

virtue of the total tax payable being only 10.1%, often rendering their functions cheaper than other hotels, resulting in higher value for money.

Sales personnel: Banquet sales personnel are extremely efficient and prompt in

reverting back to customers.Flexibility: There is flexibility as regards the minimum pax requirement for a

function.Outside liquor restrictions: Hosts are permitted only to bring their own hard liquor, but not beer

and soft drinks, they must be procured form the hotel, adding to their revenue.

Audio visual equipment Advanced Audio visual equipment is provided without the cost and

hassle of its maintainance, by outsourcing it.Parking: Valet parking is available, adding on to the convenience of the guest.Elevators: There are several elevators operating at time, adding to the

convenience of the guest.Ambience: The establishment has a unique ambience, formal yet inviting , with

an aura of its own created by its intricate interiors.Multi cuisine: Has the infrastructure to cater to any cuisine selected by the client. Accessibility: Situated only 10km from the airport and 5km from the city center.Uni level Conference facilities: Conference facilities are spread over one floor, which includes a

business center, adding to the convenience of conference hosts.

Weaknesses

Location The location is not in close proximity to most corporate houses and is

located behind the Pune Railway station, not ideal for an establishment of its caliber.

Supervision Managerial supervision is not possible at all times at all venues, on

account of the numerous halls operating at one time.Out door catering rates: Rates for out door catering are almost triple of in house banquets,

which usually dissuades clients from hosting functions with them outside the hotel premises.

Opportunities

Weddings Since the establishment is the preferred choice for weddings, rates can

be hiked during season time, to increase revenue.Industrialization With the industrialization of the city, the number of corporate houses

seeking conference facilities is increasing. Overflow Many of the major corporates such as the TATA companies, choose Le

Meridian due to unavailability at the Taj, which provides an opportunity to widen profit margins, as these clientele will not settle for a standard below the Taj and will thus stick to Le Meridian if the Taj is full.

ThreatsBrand. Are not a very sought after Brand in the city by the top corporates, as

they are largely TATA companies, seeking Taj Facilities as their first preference.

Corkage Corkage is not charged, resulting in loss of potential revenue from

functions as most hosts bring their own liquorOut Door Catering Out Door Catering rates are extremely High, thus business is lost to

competitorsOut sourcing As the audio visual equipment is outsourced, there is a high risk

involved in case of damage done by the customer.Service for Out Door Catering Outside trainees are utilized for service in large out door caterings,

which may affect the service quality, by virtue of lack of finesse in service skills, and lead to dissatisfaction due to high guest expectations

Sun ‘n’ Sand

• Average monthly turnover from banquets : 25 lakhs• Average number of in house banquets per month : 110• Average number of outdoor caterings per month : 18• Percentage of banquet turnover from out door caterings:

28%

Tax Structure: Sales Tax 12.5%• Food = 23.50%• Non alcoholic beverages = 20%• Indian Liquor/wines/Beer = 20%• Imported liquor/wines/beer = 23.50%• Service charges = 5% Service tax = 10.20%

v Rates: Vegetarian Buffet lunch or dinner @ Rs.325/- + 23.5% Taxes Per

Person

The menu comprises of the following:

4 salads, 1 soup, 3 vegetarian main course of your choice, 1 dal, 1 rice, assorted Indian breads, 2 desserts

Non vegetarian Buffet Lunch OR Dinner @ Rs.425/- + 23.5% Taxes per person


4 salads, 1 soup, 2 non vegetarian main course, 3 vegetarian main course of your choice, 1 dal, 1 rice, assorted Indian breads, 2 desserts(No soup offered for Pax above 150)

Vegetarian Buffet Hi-Tea @ Rs.225/- + 23.5% Taxes per person

The menu shall comprise of the following:

3 vegetarian snacks, tea/coffee, cookies

Non-vegetarian Buffet Hi-Tea @ Rs.275/- + 23.5% Taxes per person


3 veg snacks, 2 non veg snacks, tea/coffee, cookies

Vegetarian Buffet Hi-Tea @ Rs.225/- + 23.5% Taxes per person

The menu shall comprise of the following:

3 vegetarian snacks, tea/coffee, cookies

Non-vegetarian Buffet Hi-Tea @ Rs.275/- + 23.5% Taxes per person


3 veg snacks, 2 non veg snacks, tea/coffee, cookies

For hi-Tea, hall hire is charged extra @ the following rates:

The Peshwa45000 + 15.5% Taxes (3580 sq.ft)

Peshwa I or Peshwa II25000 + 15.5% Taxes (1840 sq.ft)

The Senate10000 + 15.5% Taxes (1000 sq.ft)

The Maratha20000 + 15.5% Taxes (1395 sq.ft)

Sessions:9am – 6pm, 7:30 pm – 11:30pm

Top Account Holders :• Tata Management Training Centre• Lions Club• Tata Tele services• Reliance• Infocom• Thermax Ltd• Alfalaval• HSBC• TMTC• Infosys• Cummins• Airtel• Zansar• Sandvik Asia• Bajaj• Kirloskar Oil Engines• Kalyani• TACO

Area Ceiling(sq.ft.) height

Theatre Classroom ‘U’ shape

Boardroom

The Peshwa

3680 10.6 ft 350 160 80 90

Peshwa I 1840 10.6ft 150 65 40 65Peshwa II 1840 10.6ft 150 65 40 65The Maratha

2025 10ft 70 30 36 40

The Senate 928 6.6ft 40 25 25 30SunbeamBoardroom

201

Venue Capacity according to Seating arrangement

109ft

S.W.O.T Analysis Strengths

Food quality Food Quality is outstanding, the prime attraction for its clients.Bookings Has the infrastructure and efficiency to take on the spot bookings,

resulting in high occupancy of the functions spacesFlexibility There is a considerable degree of flexibility as far as minimum

bookings is concernedValet parking Valet parking is available to add to the convenience of the customerMulti cuisine Have the infrastructure to cater to a large variety of cuisine selectionsSeparate kitchen The existence of a separate kitchen for banquet functions results in

lack of confusion and delay, enabling timely food service.

Weaknesses

Furniture: The Buffet counters are very small.Parking Limited Parking spaceBooking procedure Bookings are guaranteed on a first come first serve basis, thus

preventing effective revenue management practices Also, to confirm bookings, the guest is required to personally meet with

the banquet personnel and sign a contractual agreement.Minimum pax There is fixed number of pax , less than which bookings are not

accepted, resulting in acceptance of even very small functions, and utilization of space that could have otherwise been used to generate more revenue.

Opportunities

Weddings

During season, the banquet halls may be promoted special for weddings, to enhance volume business, at high rates, possible keeping in view the full occupancy of competitors banquet facilities

Industrialization:

With the increasing industrialization in the city, the demand is growing for conference facilities.

Out door catering

Out Door catering if promoted would enhance revenues, the main feature of such functions being food quality, which the establishment is reputed for

ThreatsCompetition

The presence of other Brands like Taj, and caterers like In Venue Hospitality , which are more renowned, and have already captured a substantial market share leave limited scope for acquisition.

RatesRates are not usually negotiated, which may result in loss of business to competitors

Service for Out Door CateringOutside trainees are utilized for service in large out door caterings, which may affect the service quality, by virtue of lack of finesse in service skills

CapacityBusiness is often lost due to inability to accommodate large crowds, over 400 persons.

Outsourced equipment Audio visual equipment is outsourced, involving a high risk in case of

damages

Central Park

Average monthly turnover from banquets : 23 lakhs

Number of Banquets per month : 200 Banquet occupancy : 80-85%occupancy

Tax structure: no tax payable on in house banquet, due to April 2002 Tax rebate.

Out Door Catering = 6.12% of 60%

Rates:Conference package: Rs.325++This includes : Hall hiring charges Buffet lunch ( 3 salads, 1 soup, 2non-veg main course, 3 veg main

course, rice, assorted Indian breads, 2 desserts) +Two rounds of Tea/coffee and cookies with 1 veg snack Cocktail Dinner: Rs.375++This includes : Hall hiring charges Buffet Dinner (2 non-veg starters, 2 veg starters, soda/soft drinks/tonic

water)

Top Account Holders

• Top account holders• Zensar• Wascon• Ziscon• TATA Johnson controls• HSBC Development Centre

Venue Level Dimensions

Theatre Style Seating capacity

‘U’ Shape seating capacity

Classroom style seating capacity

Floating capacity; for parties

Hall:-36x36x7.5Terrace:-36x24

Upper Pavillion

Lobby 24x24x8 45-50 23-26 30 40-45

Hall:-24x15x8Terrace:-25x8

The Shalimar 5th

floor 24x13x8 40-45 20 24 25-30

25-30Park view 6th

floor 35-40 20 24

The Pavillion 1st

floor 140 45 80 250

S.W.O.T Analysis

Strengths

Tax rebate

As a result of the tax rebate lower rates can be offered, which enables highly competitive rates to be offered

Food quality

Food quality is excellent, both taste and presentation are high in quality.

Booking

Making bookings is far from tedious due to highly co-operative banquet staff.

Due to small area of premises, managerial supervision is possible to rule out the possibility of mishaps.

Service

Service is excellent, staff is courteous and extremely attentive

WeaknessesCapacity Halls cannot accommodate large crowds of peopleSize Halls are not very spacious, and tend to become crowded during large

functionsHeight The halls have low ceilings which are not suitable for conferences Small Buffet Areas The areas for buffet set-up are considerably smallSmall Prefuntction area Small Prefuntction areas leads to crowding and cross trafficking of

groups during multiple functionsInteriors Interiors are not very elaborate, in comparison to other establishments in

the city.

Infrastructure: Infrastructure to host multiple functions in the hotel and outside the

premises simultaneously.Valet parking Lack valet parking facilities

OpportunitiesOutdoor Catering:

The upward trend of out door catering is an excellent opportunity to enhance revenues for banquets, provided the infrastructure is redesigned.

Location Strong Marketing efforts can bring in more business from neighboring

corporate houses, that are proliferating with industrialization.Pre-wedding functions With the popularity of numerous pre-wedding functions, the

establishment can be promoted for pre wedding functions during season time, when hotels are running full occupancy.

Threats

Booking procedure

Bookings are taken on a first come first serve basis, inhibiting revenue management practices from operating, thus resulting in potential loss of profitable business.

Competition

With heavy competition from hotels of higher caliber offering similar or reduced rates, volumes of potential business is lost.

Service for Out Door Catering

Outside trainees are utilized for service in large out door caterings, which may affect the service quality, by virtue of lack of finesse in service skills

In venue Hospitality – Rajendra Kelshikar/ Ravish AuroraMajor segments and Top Account Holders§Corporate lunches/conferences- Forbes Marshall- Bharat Forge- Kirloskar Oil Engines- TATA Technology- HSBC Software

Training Sessions- TATA Honeywell- Sandvic Asia Ltd.

§

Private parties

- Kalyanis

- Poonawallas

- D.Y.Patil Managing Directors

Contract catering:

- Barista

- Ruby Hall Canteen

Strengths

Highly Experienced Management

The Directors of the company are refined professionals with 18years of experience and skill that set The Blue Diamond a class apart.

Highly skilled labor

The majority of labor has been exposed to the standards of the Blue Diamond for 18years, and are extremely skilled as a result of this.

High Level of product consistency

There is a high level of product consistency, as the turnover of staff is extremely low.

High quality, defect free products

The existence of a centralized kitchen enables every production process to be closely monitored, facilitating the production of defect free products

S.W.O.T Analysis

Image

Maintains an image, by selective confirmations of bookings, restricted to a certain client profile, ensuring that the exclusivity of the establishment is maintained.

Flexibility

High level of flexibility as far as menus are concerned, facilitating customization.

Capacity to produce variety with quality

The unit is equipped with the infrastructure to produce variety, without compromising on quality. It has the capacity to produce any cuisine

selected by the customer.

Weakness

Lack of Banquet Space

Lacks personal banquet space, thus restricting its target market in the corporate segment particularly, wherein conference facilities are required.

Cannot provide conference facilities

Are not equipped to provide conference facilities, the service are restricted to food and beverage.

Service

Outside trainees are utilized for service in large out door caterings, which may affect the service quality, by virtue of lack of finesse in service skills

Opportunities

Popularity of out door catering

The popularity for out door catering is growing, especially among the upper social strata of the city, the major micro market being server by the establishment.

Marketing

The establishment receives business through customers word of mouth , and reputation of its directors with whom customers were familiar with before the Blue Diamond. Marketing could increase this further.

The Corinthian/ Mayfair

Average monthly turnover : 50 lakhsContribution of ODCs to banquet sales: 4-5%

Sales Growth since the start of operations , in July 2004(In lakhs)

23

32

50

0

10

20

30

40

50

60

• Tax structure : 12% service tax

• Corkage : Rs.150/- per bottle

• Temporary liquor license required for serving alcohol at a function held on the premises

Cost incurred by customer : Rs.6000/-

• Commission received on the hire of audio visual equipment : 20-30%

Rates:• Minimum: 375 ++• Maximum: 475 ++

S.W.O.T AnalysisStrengths

Location Located in a secluded area away from the city noise and trafficDécor The Décor is unique, unlike any other competitor and elaborate making

it ideal for wedding functions.Capacity There are banquet spaces large enough to accommodate up to 5000

persons, which is more than any other competitorBrand The Brand is well known in Mumbai, and with the migration trend from

Mumbai to Pune, business flows in by virtue of its brandOutdoors There are large outdoor spaces, which is an advantage as most bookers

prefer the outdoors for evening functions

Parking

Parking space is plentiful, with separate space for different banquet halls, to ensure ample amount of parking in close proximity to the Hall

Gardens/Lawns

Perfectly manicured gardens and well kept lawns add to the ambience of open air functions.

View

There is an excellent view from the open air “Patio” which is ideal for cocktail parties, of up to 700 persons.

Personal Audio Visual equipment

Certain basic audio visual equipment are personal, resulting in reduced cost of outsourcing

Weakness

Accessibility Situated far from the city , rendering it not easily accessibleHigh labor turnover High labor turnover, resulting in high labor cost and inconsistency in

the production Seasonal Utility of function space The function spaces that can accommodate large crowds are open air,

rendering them unusable during the monsoon as there is no shamiana arrangement for the season.

Low skilled labor The staff consists of personnel, asked to resign by competitors,

indicating the lack of efficacy in terms of skill.

Opportunities

Weddings The large capacities of the halls/function space is ideal for weddings ,

and can be promoted for weddings during season time to enhance revenue.

Rates As the establishment often becomes the choice due to unavailability at

other hotels in the city during season , the rates may be hiked up to maximize revenue.

Revenue Management Revenue Management can further enhance revenue during peak

seasons if bookings are confirmed after evaluating different bookings and potential revenue.

Threats

Competition

The presence of well established competitors like the Taj and

Le Meridian pose a threat in terms of capturing high end customers.

Service

Trainees are appointed for service during large functions which affects

service quality to a great extent.

Average monthly turnover from banquets (in lakhs)

25.5

25

23

70

50

Taj Blue Diamond

Sun'n'Sand

Central Park

Le Meridian

Corinthian

Average monthly turnover from banquets (in lakhs)

Average monthly turnover frombanquets (in lakhs)

25.5 25 23 70 50

Taj Blue Sun'n'Sand Central Le Meridian Corinthian

Banquet Turnover – A Comparative Analysis

0

1000000

2000000

3000000

4000000

5000000

6000000

7000000

AprilM

ay

June

July

August

Septe

mber

October

November

Decem

ber

Revenue curve

Banquet Sales Figures For Taj Blue Diamond

From April – December 2004

-50

0

50

100

150

Budgeted

This year

Variance

Budgeted 21 24 20 22 18 23 22 27 106

This year 25.5 14.2 24.5 20.2 18.6 18.8 20.1 21.8 65.9

Variance 4.54 -9.81 4.52 -1.76 0.59 -4.19 -1.87 -5.23 -40.4

April May June JulyAugust

Septemb

October

November

Decemb

Taj Blue Diamond Banquet Sales

Variance

4.54

-9.81

4.52

-1.760.59

-4.19-1.87

-5.23

-40.43-45-40-35-30-25-20

-15-10-505

10

Variance

In house85%

Out door catering

15%

In house Out door catering

Banquet Revenue Break – up I

51.92791595

48.07208405

46

47

48

49

50

51

52

Contribution toODCs by Bharat

Forge

Contribution byothers

Series1

ODC Revenue Break up

Miscellaneous99%

Bharat Forge1%

Miscellaneous Bharat Forge

Banquet Revenue Break – up II

17

12

22

17

22 21 20

79

11

6

14

9 9

13 13

4

10

5

10

15

20

25

Total 17 12 22 17 22 21 20 7 9

By Bharat Forge 11 6 14 9 9 13 13 4 1

Arpril May June July August September October November December

Total Revenue from Banquets VS Revenue from Bharat Forge

Guest Feedback

0%

20%

40%

60%

80%

Excellent Good Average Poor

Excellent 19% 31% 38% 50% 50% 50% 69% 75% 31%

Good 75% 50% 56% 38% 38% 38% 31% 25% 38%

Average 6% 13% 6% 13% 13% 13% 0% 0% 13%

Poor 0% 6% 0% 0% 0% 0% 0% 0% 19%

Ease of Booking

Availability Food Quality Food varietyFood

presentationLevel of

customizatioService Ambience

Value for money

Customer Feedback

Good75%

Average6%

Poor0%

Excellent19%


Ease of Booking

Good62%

Average13%

Poor25%

Good Average Poor

Promptness in reverting back

Availability

Excellent31%

Good50%

Average13%

Poor6%


Food Quality

Excellent38%

Good56%

Poor0%Average

6%


Food Variety

Excellent49%

Good38%

Average13%

Poor0%


Food Presentation

Excellent49%

Good38%

Average13%

Poor0%


Level of Customization

Excellent49%

Good38%

Average13%

Poor0%


Service Quality

Excellent69%

Good31%

Poor0%

Average0%


Ambience

Excellent75%

Good25%

Average0%

Poor0%


Value for Money

Excellent31%

Good38%

Average12%

Poor19%


Level of Satisfaction

19%

69%

6%6%

Delighted Satisfied Dissatisfied Very Dissatisfied

Comments:

“Gayatri and Michelle are extremely efficient, they are always on their toes. If I don’t send them the menu in time, they keep reminding me. They are very co-operative and innovative in giving suggestions and coming up with ideas. Like for instance if the menu I choose is not balanced, they suggest something to balance it out. If you ask me to rate ease of booking on a scale of one to four I would say five.”“One time we were expecting 15-20 people and 29 showed up, but the banquet people a beautiful job. You all need to really pat yourselves on the back!”Parizaad Wadia, ISMT “We prefer to do our out door catering with Ravish Aurora as we are comfortable with them, primarily because apart from excellent food, they come with the complete infrastructure, rain or shine. If it is raining they get the shamiana and if its very sunny, they do the same.”Ms. Reshma, Daimler Chrysler

“For cocktail dinners, we generally do it at Le Meridian Rooftop because it is an open air, which are foreign delegates prefer, and the numbers are usually less than 10 persons. Ms.Andrea Saldana, TACO “food is good , liked by foreigners” “Food is good, but there is scope for improvement. Sun and Sand is better.” TATA Ficosa

“Food is always good, last time the live pasta counter was excellent” Neera Mistry, Zansar

Complaints:

The last time, the curd was very sour”Khurshid Engineer, Forbes Marshall

The desserts were not up to the mark, the ice-cream was all melted.” “Food is not very good”Swarna Soans, Kirloskar oil engines “Russet is never available.Suppose we call and the banquet person is not available, they don’t receive the message, calls are not returned.” Neera Mistry, Zansar“Availability of the person is a problem, if I want to communicate with banquet people it is very difficult”Vaishali Joshi, TC Springs

“Last time there was a gas leak, it was smelling, in the Forum at about 14:30 hours on 12th January 2005 –“Last time we had some difficulty in the business center, but then Mr.D’souza cam and helped us out. Mr.Kamat, Philips

“I have no comments, everything is good , but the rates are very high, they need to be revised. I would come back to the Taj Blue Diamond because of its quality but would not because of its rates.”“Out Door Catering is Overpriced, we would rather go to Ravish Aurora”“We don’t always get what we want”“They are not very flexible” – TATA Johnson Controls

“They should bring Buffet Tables with them. We have to provide our desks, and they are not always the right shape and size, and sometimes they are not free. Also they should do everything required for the service, we should not have to do anything, but our staff is used in loading the plates and cutlery in the trucks and all! Ms. Alpana, TATA Ficosa

“The service requires improvement.”“There is not enough vehicle parking”“Service staff is not well trained”P.L.Kulkarni, Cummins Whenever I wanted anything, I always got it!” – “there is no facility for entertaining small numbers of 8-10 in the open air.”TATA Auto plastics

“They are not prepared to negotiate too much on the rates, that competitiveness is lacking, not only at the Blue Diamond, but all Taj Hotels” – ‘There is a lack of proper communication between the reception and banquet staff, they are not aware of the billing instructions. I had a function recently, and the billing instruction given was bill to company, but my delegates were presented a bill post dinner; It is very embarrassing for us. Also, I had said that the bill should be put in the master folio and sent to the company, but I was sent a bill separately for banquets.”Khurshid Engineer, Forbes Marshall

“What is confirmed during the booking is not always served. Changes are made in the menu without our knowledge. Also, we like to start our conferences at 8:30am, but many a time the laptops are not ready, or the technician is unavailable. Even during the conference if we have a problem with sound adjustment etc., we have to wait for someone to come and fix it, there should be someone always available because as we are carrying out inductions, we don’t want any delays. The council is very cramped compared to the Russet, but the Russet is not always available.“When serving curries, bowls should be provided. Last time, there was a curry, and one of my clients asked for a bowl and was refused.”Rohita , HSBC Development Center “It is very expensive! Also, we prefer the poolside for our functions, but rarely is it available”Sashi Nambiar, Thermax

“I have a printed menu, that has been the same for ages, it need to be revamped, not in cocktails, but in food items like soups, vegetarian and non-vegetarian main course. Every time I book I have to rack my brains to remember what I chose last time, so I don’t give the same thing!

Prices are a little high, last time we had a function for 15 people with 2 pastries, 1 veg sandwich, I non-veg sandwich, 1 veg kathi roll, 1 non-veg kathi roll, and the bill came to 11,000/-, we were actually shocked to see the bill.

Parizaad Wadia, ISMT

Thank You

understudy project

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