History Of Taj Hotel Tourism Essay

The Company was incorporated in 1902 and it opened its first hotel, The Taj Mahal Palace & A ; Tower, Mumbai, in 1903. The Company so undertook major enlargement of The Taj Mahal Palace & A ; Tower, Mumbai by building an next tower block and increasing the figure of suites from 225 to 565 suites. From the 1970s to the present twenty-four hours, the Taj Group has played an of import function in establishing several of India ‘s cardinal tourer finishs, working in close association with the Indian Government. The Taj Group has a doctrine of service excellence which entails supplying systematically high degrees of individualized service and advanced agencies of bettering service quality.

The Taj Group has been active in change overing former royal castles in India into universe category luxury hotels such as the Taj Lake Palace in Udaipur, the Rambagh Palace in Jaipur and Umaid Bhawan Palace in Jodhpur.

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In 1974, the Taj Group opened India ‘s first international five star deluxe beach resort, the Fort Aguada Beach Resort in Goa.

In 1980, the Taj Group took its first measure internationally by opening its first hotel outside India

In 1984, the Taj Group acquired under a license understanding each of The Taj West End, Bangalore.

During the 1990s, the Taj Group continued to spread out its geographic and market coverage in India.

In 2000, the launch of the 56 acre Taj Exotica, Goa and the Taj Hari Mahal in Jodhpur were completed.

In 2003, the Company celebrated the centennial of the gap of its Flagship hotel, the Taj Mahal Palace & A ; Tower, Mumbai.

In 2005 the Company acquired on rental The Pierre, a celebrated hotel in New York City, to come in the luxury terminal of the developed hotel markets internationally


Introduction Of Taj Hotel

The Indian Hotels Company Limited ( IHCL ) and its subordinates are jointly known as Taj Hotels Resorts and Palaces and is recognised as one of Asia ‘s largest and finest hotel company. Incorporated by the laminitis of the Tata Group, Mr. Jamsetji N. Tata, the company opened its first belongings, The Taj Mahal Palace Hotel, Bombay in 1903. The Taj, a symbol of Indian cordial reception, completed its centennial twelvemonth in 2003.

Taj Hotels Resort and Palaces comprises more than 60 hotels in 45 locations across India with an extra 15 international hotels in the Malaysia, United Kingdom, United States of America, Bhutan, Sri Lanka, Africa, the Middle East and Australia.

Crossing the length and comprehensiveness of the state, decorating of import industrial towns and metropoliss, beaches, hill Stationss, historical and pilgrim Centres and wildlife finishs, each Taj hotel offers the luxury of service, the culmination of Indian cordial reception, vantage locations, modern comfortss and concern installations.

Service Segmentation By Taj Hotel

IHCL operate in the luxury, premium, mid-market and value sections of the market through the followers:

Taj ( luxury full-service hotels, resorts and castles ) is our flagship trade name for the universe ‘s most discerning travellers seeking reliable experiences given that luxury is a manner of life to which they are accustomed. Crossing world-renowned landmarks, modern concern hotels, idyllic beach resorts, reliable Rajput castles and countrified campaign Lodges, each Taj hotel reinterprets the tradition of cordial reception in a refreshfully modern manner to make alone experiences and womb-to-tomb memories.

Taj besides encompasses a alone set of iconic belongingss rooted in history and tradition that deliver genuinely unforgettable experiences

Taj Exotica is our resort and watering place trade name found in the most alien and restful venues of the universe. The belongingss are defined by the privateness and familiarity they provide. The hotels are clearly differentiated by their merchandise doctrine and service design. They are centered around high terminal adjustment, familiarity and an environment that allows its invitee matchless comfort and privateness.

Taj Safaris are wildlife Lodges that allow travellers to see the alone beauty of the Indian jungle amidst epicurean milieus. They offer India ‘s first and lone wildlife luxury Lodge circuit. Taj Safaris provide invitees with the ultimate, interpretative, wild life experience based on a proven sustainable ecotourism theoretical account.

Upper Upscale Hotels ( full-service hotels and resorts ) provide a new coevals of travellers a modern-day and originative cordial reception experience that matches their work-hard play-hard life styles. Stylish insides, advanced culinary art, hip bars, and a focal point on engineering set these belongingss apart.

The Gateway Hotel ( upscale/mid-market full service hotels and resorts ) is a pan-India web of hotels and resorts that offers concern and leisure travellers a hotel designed, maintaining the modern nomad in head. At the Gateway Hotel, we believe in maintaining things simple. This is why, our hotels are divided into 7 simple zones- Stay, Hangout, Meet, Work, Workout, Unwind and Explore.

Ginger ( economic system hotels ) is IHCL ‘s radical construct in cordial reception for the value section. Intelligently designed installations, consistence and affordability are trademarks of this trade name targeted at travellers who value simpleness and self-service.

Taj Hotels besides promise a whole new experience of tranquility and entire ‘wellness ‘ , through

Jiva Spas a alone construct, which brings together the wisdom and heritage of the Asian and Indian Philosophy of Wellness and Well-being. Rooted in ancient Indian healing cognition, Jiva Spas derive inspiration and spirit from the holistic construct of life. There is a rich basket of fresh and alone experiences under the Jiva Spa umbrella of offering, Yoga and Meditation, mastered and disseminated by complete practicians, reliable Ayurveda, and alone Taj signature interventions. Royal traditions of health in service experiences, holistic interventions affecting organic structure therapies, inspiring and meaningful rites and ceremonials and alone natural merchandises blended by manus, come together to offer a truly calming experience.

Taj Air, a luxury private jet operation with state-of-the-art Falcon 2000 aircrafts designed by Dassault Aviation, France ; and Taj Yachts, two 3-bedroom luxury yachts which can be used by invitees in Mumbai and Kochi, in Kerala.

Taj Sats Air Catering Ltd. , the largest air hose catering service in South Asia, as a joint venture with Singapore Airport Terminal Services, a subordinate of Singapore Airlines.


As a portion of Tatas ; India ‘s premier concern house ; we ; at Taj Hotels, have ever believed in society and environment being built-in stakeholders in our concern along with our stockholders, clients, sellers and others.

We promote corporate citizenship through our strategic public-private partnerships which encourage constructing supports of less-advantaged young person and adult females. The causes we promote include cut downing malnutrition, advancing autochthonal craftsmans and craftsmen and heightening employability of identified mark groups by sharing our nucleus competences as a taking cordial reception company. We encourage developing and development of otherwise able young person.

We at Taj have the alone range and chance to develop natural potency into a skilled work force that is instantly employable by assorted participants in the industry. A bulk of our community undertakings are focused around widening our cardinal strengths in nutrient production, kitchen direction, housework, client service and watering place to advance economic authorization of campaigners from vulnerable socio-economic backgrounds. We are to the full committed to the cause of constructing a sustainable environment by cut downing the impact of our day-to-day operations on the environment and bettering operational efficiencies, resource preservation, reuse and recycling of cardinal resources.


The Taj Group of Hotels commits itself to the overall betterment of the ecological environment, which we are all a portion of. We recognize that we are non proprietors but caretakers of the Planet and owe it to our kids and future coevalss of world. It is our enterprise non merely to conserve and protect but besides to regenerate and renew the environment in which we live and operate.Our committedness encompasses all actions related to our merchandises, services, associates, spouses, sellers and communities.We will spouse and engage with our environment through Earth: Environmental Awareness and Renewal at Taj Hotels. For us EARTH is non a plan, nor a procedure ; it is a manner of life.

EARTH ( Enviornment Activities )

In an enterprise to reinstate its vision and attempts to hike sustainable touristry, Taj Hotels Resorts and Palaces presented EARTH ( Environment Awareness & A ; Renewal at Taj Hotels ) this twelvemonth. Implementing strategies such as the Gangroti Glacier Clean-Up Expedition, every bit good as designated Earth suites, which minimise environmental impact, Taj is one of Asia ‘s largest group of hotels to perpetrate to energy preservation and environmental direction. Earth has received enfranchisement from Green Globe, the lone worldwide environmental enfranchisement plan for travel and touristry.

The Taj began a century ago with a individual landmark – The Taj Mahal Palace Hotel, Mumbai. Today, the assorted Taj hotels, in all their assortment and historical profusion, are recognised internationally as the symbols of true Indian cordial reception. The Company ‘s history is built-in to India ‘s outgrowth into the planetary concern and leisure travel community ; and looking to the hereafter, Taj Hotels Resorts and Palaces is good positioned to run into the addition in travel activity with the rapid enlargement of the Indian economic system.

Taj Hotels has joined the internationally-recognised Green Globe benchmarking and enfranchisement system as an extension of its bing environmental policies. Taj Hotels has long recognised that as a leader it has an of import part to do and a duty to show to others how they can be portion of the battle against clime alteration.

Corporate Administration

Taj has been practising good Corporate Governance even before Securities Exchange Board of India ( SEBI ) made it a compulsory demand from 2001.

Out of more than 5000 companies listed with the Bombay Stock Exchange the Company is categorized as an “ A Group ” Company which group comprises merely 200 companies and the standards for choice is based on Market Capitalisation, Liquidity, Industry Representation, Listed History and path record of Compliance.

Bing a TATA group Company, the Company goes beyond the compulsory demands of Corporate Governance and behaviors concern in a just and crystalline mode. It maintains good investor relationships and enterprises to present to investor consistent quality services.

Customer installations

Taj Hotel Exotica Resort & A ; Spa Maldives, is an sole, private and romantic island resort alcoholic with tropical workss and encircled by clear bluish Waterss of one of the largest lagunas of the Maldives. Taj Hotel Exotica Resort & A ; Spa Maldives spreads idyllically along a pristine beach and the calm laguna. The award-winning resort, now re-launched, seamlessly extends the thaumaturgy of the island ‘s blest natural beauty in its design even as it offers the finest modern-day luxuries and services.

Taj Hotel Exotica Resort & A ; Spa Maldives offers 59 Rooms and 3 Suites. All the suites are wholly refurbished and redesigned. 90 % of the adjustment is built over H2O and 10 % is on the beach forepart. The suites offer infinite positions of the Indian Ocean. Taj Spa, an reliable Indian watering place, offers a scope of signature health experiences. A pick of epicure culinary art, H2O athleticss, and diversion make for a complete and sole finish.

Room Facilities

Air Conditioned

Satellite Television

International Direct Dial Telephone

Private Bathroom


Mini Bar

Safe Deposit Box

24 Hour Room Service

Coffee/Tea Making Fac

High Speed Internet Access

Coffee/Tea Making Facilities

Hotel Facilities

Travel Desk

Doctor On Call

Laundry Service

Concierge Desk

Baggage Storage

24 Hour Front Desk

Postal/Parcel Service

Currency Exchange Counter

Baby Sitting Service ( On Request )

Airport Shuttle Service ( On Request )

Dining & A ; Entertainment

24 Degress

Equator Bar

In Villa Dining

The Deep End

Sports & A ; Leisure

Watering place

Water Sports

Fitness Centre

Billiards/Snooker Tables

Meeting Facilities

Business Centre

SWOT Analysis

Strengths: –

The group has tremendous power and strengths, which ma kes it the best and competitory, some of them are:

It consists of 57 belongingss in 40 locations across India and 18 international hotels.

Its fashionable assortment of hotels like ; Taj exotica, Taj campaign, The gateway hotels, Ginger hotels, Jivas spa etc.

Its effectual and efficient direction techniques and staff.

Its trade name name.

The presence of Taj Hotels, Resorts and Palaces in assorted states like United Kingdom, France, Germany, Italy, Dubai, Singapore, Australia, Japan, Russia and the United States of America.

Procuring direction contracts at Palm Island, Jumeirah in Dubai, Saraya Islands in Ras Al Khaimah, Aldar Group in Abu Dhabi, UAE Langkawi in Malaysia and Thimpu in Bhutan.

The assorted enterprises taken like ; rollout of CustomerFeedback System, Tata Business Excellence Model, IT initiatives, Ginger hotels etc.


Taj hotels being such a large trade name, has a batch of advantages but every large company faces some odds and so does Taj. Some of its failing ;

Its difficult to keep such a immense concatenation of subordinates and there are more opportunities of bad lucks in direction.

Its immense rivals like Oberoi, Leela, Oriental, ITC etc are besides supplying same installations and therefore it becomes a failing for Taj hotels.

Its really dearly-won for the Indians to afford the duties and service charges set by Taj hotels. Therefore, they loose a major portion of their market portion.

They need a batch of investing.

As Taj hotels is a popular group, it is ever in the eyes of the terrorists, as taj has already faced such an incident. Therefore, it proves to be a failing some times, to be so popular.


The Group is poised strategically to take advantage of the undermentioned state of affairs:

In the background of a healthy economic system holding its positive radioactive dusts on the Tourism

Sector taking to rapid growing in markets in India, South Asia and cardinal gateway metropoliss

in source-market finishs.

Rapid enlargement in both International and Domestic finishs, with top-of-the-line Luxury, Leisure and Business belongingss.

Meeting turning demand in the budget and mid-market sections.

Widening the merchandise portfolio into related offerings viz. luxury abodes, wildlife

Lodges and wellness watering place.


The menaces identified by the Group are related chiefly to the markets in which the Group

operates and general factors related to the touristry industry. Significant among these are:

Cheaper international airfares, increasing affordability of travel to International

finishs, particularly South East Asia, Europe and Australia.

Turning presence of international cordial reception ironss viing in the Luxury and

Business sections, to run into extra demand state of affairs.

Appreciating Indian Rupee vis-a-vis the US Dollar, ensuing in lower realization on

foreign exchange net incomes.

Slowdown of international demand ensuing in decrease of grosss.

Future Schemes

Urban Sanctuaries – Luxury Weekends from the Taj

City Escapes

Island Escapes

Rejuvenate with Jiva

Christmas and New Year interruptions

Some more developments in advancement are:

TAJ opens its fifth hotel in Bangalore

Taj Coromandel nowadayss ‘ANISE ‘

‘No Room for the Ordinary ‘ advertisement run

Taj Residency Bangalore unveils ‘Jiva ‘ Spa

‘Heritage & A ; Nature Walk ‘ At The Taj West End, Bangalore

Bhairo ‘ , The Stunning New Rooftop Restaurant At Taj Lake Palace,


Elating Bhutanese Bath ‘ At Taj Tashi, Thimphu, Bhutan

Two More Taj Safari Lodges Will Open In 2009

Taj Valuess






Sense OF URGENCY & A ;




Peoples are our greatest plus and the key to our success.

We respect diverseness of people, thoughts, civilizations and honour the value of persons in a squad.

We believe in flawlessness to accomplish excellence.

We continuously better procedures to excel planetary benchmarks.

We win by transcending outlooks of all stakeholders and protecting the involvement of our stockholders and playing by the regulations.

We encourage invention, embracing alteration and support growing through cognition and acquisition.

We accept duty and present on promises with a sense of urgency and legerity.

We commit to better the quality of life of the communities we serve and our concern for the environment by returning to society what we earn

We recognize and respect each other in all interactions and put the illustration for our invitees, concern associates and co-workers.

We encourage a just environment that supports equal chance to pull, develop and retain the best endowment and enterprise to hold merriment excessively.

Taj Promises

At the Taj Group, our committedness to service excellence is rooted in our two guiding rules called the Four Steps of Service and the Taj People Philosophy. One of our cardinal precedences is to authorise our people to present on our bequest of faultless service.

Four Stairss of Service:

1. A warm and sincere welcome. Use the invitee name, whenever possible.

2. Fulfill guest demands and supply prevenient service.

3. Defect free merchandises and services.

4. Fond farewell utilizing the guest name, whenever possible.

Taj Peoples Philosophy

The Taj People Philosophy displays our committedness to and belief in our people. We see Talent Management as the most of import sustainable competitory advantage in the hereafter.

You are an of import member of the Taj household.

We endeavor to choose, retain and counterbalance the best endowment in the industry.

We reward and recognize quality client attention based upon single and team public presentation.

We commit to supplying you with chances for uninterrupted acquisition and development.

We abide by just and merely policies that guarantee your wellbeing and that of your household, the community and the environment.

We commit to regular and formal channels of communicating, which nurture openness and transparence.

We strongly believe that you are the Taj.


Key Enterprises

Ginger Hotels

IHCL is in the procedure of turn overing out its Smart Basics hotels, under the trade name name “ Ginger ” . The first paradigm has been launched in June 2004 in Bangalore, with axial rotation out being planned in a figure of metropoliss and towns later. These hotels will provide to the economic system or ‘value for money’segment and being preponderantly domestic patronages based, are far less prone to fluctuations than the luxury and upscale sections. In the long tally, this

section will assist in derisking the current gross watercourse of the company.

Brand Architecture

IHCL is in the procedure of clearly specifying the merchandise and service criterions in order to hold consistence across belongingss under each trade name. This will assist in farther heightening the trade name value of Taj.

Merchandise Upgradation

IHCL continues to put in redevelopment and relaunch of cardinal / trade name specifying belongingss. In the last fiscal twelvemonth IHCL upgraded suites at the Taj Mahal Palace & A ; Tower, Mumbai and Taj West End, Bangalore The anteroom and public countries of Taj Lake Palace, Udaipur and Rambagh Palace, Jaipur were besides renovated to supply a epicurean sense of reaching. The Sea Lounge and Harbour Bar at Taj Mahal Palace & A ; Tower, Mumbai was relaunched, while a new Vietnamese eating house ‘Blue Ginger ‘ was opened in Taj West End, Bangalore The renovated merchandises and the new mercantile establishments were really good received in the market. The renovated suites at Taj Mahal Palace & A ; Tower, Mumbai and Taj West End, Bangalore have emerged as the monetary value leaders in the several metropoliss. In the coming twelvemonth IHCL intends to open a figure of F & A ; B mercantile establishments by famous person Chefs with international culinary art. In the upscale section, the belongingss are being relaunched to be at par with international degree upscale hotels. The suites at Taj President, Mumbai, Taj Residency, Bangalore, Jai Mahal Palace, Jaipur and Taj Holiday Village, Goa are being renovated and relaunched.

Service Excellence

In the last few old ages IHCL has undertaken a figure of stairss to significantly heighten service degrees to be in line with the best in category. IHCL has invariably benchmarked itself with the cardinal international luxury ironss and strived to raise the saloon. IHCL ‘s service excellence doctrine, has at its nucleus, bringing through our people, procedures and civilization.

IHCL has taken a figure of stairss to supply extremely individualized service to the spoting client, including pantryman services in its luxury belongingss. In order to take attention of the full stay experience, IHCL has besides wholly revamped its Concierge services. The Centers of Excellence have been strengthened well to develop staff to run into the exacting criterions of a truly luxury hotel. Tata Business Excellence Model ( TBEM ) will play a important function in raising the saloon of service provided. The TBEM has been rolled out in all the three hotel divisions and will be rolled out to the international belongingss besides.

Tata Business Excellence Model ( TBEM )

In order to escalate the thrust for Business Excellence, IHCL conducted Internal Appraisals based on the Tata Business Excellence Model for Luxury, Leisure, Business SBUs every bit good as for Taj SATS Air Catering Limited. The Luxury Division has besides applied for External Assessment, which is to be facilitated by Tata Quality Management Services. Based on the External Assessment ( 2003 ) feedback study and the feedback from the Internal Assessment, action programs to better procedures which eventually impact the overall organisational effectivity, have been drawn out and worked upon. Some of the cardinal enterprises deployed across cardinal hotels of the Taj group in the twelvemonth 2003-04 are:

Rollout of the Customer Feedback System

The CFS was launched in November 2003 and has taken root in 30 hotels across Taj group. It is the primary and exclusive client feedback system of the group. Till day of the month, the system has clocked around 12,000 pieces of client feedback. The feedback from all beginnings gets recorded and aggregated and analyzed to better the service quality in countries of concern at each of the hotels. Feedback is non restricted to merely guest troubles ( ailments ) but besides consists of regards and suggestions. The feedback would finally be used for merchandise planning every bit good.

IT initiatives

From a state of affairs in 1999 where there was limited IT application, Taj group has today achieved domestic leading in deploying IT to leverage its competences and is quickly nearing benchmarks set by international extremely regarded ironss. The first three stages of execution of the IT scheme included seting in topographic point the physical substructure across the Taj Group and acquiring client relationship applications to sit on this physical substructure, with a position to heightening client services through client information and acknowledgment systems and better stock list direction. Some of the key IT initiatives being under taken by IHCL are Orion, a comprehensive dorsum office system, implementing Revenue Management system, Interactive Television Systems and National Call Center.


A Tata company shall to the full endeavor for the constitution and support of a competitory, unfastened market economic system in India and abroad, and shall collaborate in attempts to advance the imperfect and wise liberalization of trade and investing by a state. Specifically, a Tata company shall non prosecute in activities that generate or support the formation of monopolies, dominant market places, trusts and similar unjust trade patterns. A Tata company shall market its merchandises and services on its ain virtues and shall non do unjust and deceptive statements about rivals ‘ merchandises and services. Any aggregation of competitory information shall be made merely in the normal class of concern and shall be obtained merely through lawfully permitted beginnings and agencies.

Direct Rivals:

1. Oberoi Hotels

2. Oriental Hotels

3. ITC Welcomgroup

4. Hotel Leela etc.

Potential Target market: The upper category of the society is targeted. i.e. the richer people in the society. Their menus or duties are high as the luxuries provided by them are besides standard and 5-star. Therefore, this is in context to the Indian subdivisions of Taj Hotels.


Taj group has used the Taj name for all its operations to leverage the trade name equity commanded by the name Taj.

Taj trade name is playing an increasing function of driving grosss

Taj group plans to add around 12 Hotels in the following 3 old ages.

Taj facilitates the enlargement to other section by backing the sub-brands with their parents ‘ trade name names.

Selling Scheme

A higher accent was placed on the concern section as the net incomes are higher ( this market being less price-sensitive ) as compared to the luxury section.

There was a proliferation of the Taj Presidency hotels non merely in new metropoliss, but besides smaller towns.

The action program is more chances, adding to and complementing the trade name.

INNOVATIVE Selling Services:

“ Stay A BIT LONGER ” – If a client book 2 darks or 3 with Taj hotels, so they surprise to client with a complimentary dark ‘s stay at choice hotels.

“ Early Bird Offer ” – Say at any of Taj belongingss runing from modern concern hotels to idyllic beach resorts to reliable Rajput castles, 10 yearss in progress and avail the Early Bird Rate to bask nest eggs of 20 % over our Best Available Rate ( BAR ) .

“ Suite SURPRISES ” – Book between 1-4 darks in Taj Suites and bask a free dark ‘s stay. Luxury at the Taj is n’t merely approximately indulgences, but advantages. Book 1, 2, 3 or 4 darks in our olympian Suites, having faultless insides and authoritative manner, and bask a complimentary dark ‘s stay.

TAJ SAFARIS are wildlife Lodges that allow travellers to see the alone beauty of the Indian jungle amidst epicurean milieus. They offer India ‘s first and lone wildlife luxury Lodge circuit. Taj Safaris provide invitees with the ultimate, interpretative, wild life experience based on a proven sustainable ecotourism theoretical account.

TAJ AIR, a luxury private jet operation with state-of-the-art Falcon 2000 aircrafts designed by Dassault Aviation, France ; and Taj Yachts, two 3-bedroom luxury yachts which can be used by invitees in Mumbai and Kochi, in Kerala.

“ Business EDGE ” – At the Taj, concern is non merely unconventional, but valuable. Alongside the quintessential merger of concern and pleasance, you will besides bask incredible nest eggs and benefits on our traditional cordial reception and exceeding service that are certain to go forth you cheerily surprised.A

Breakfast for two ( single/double same rate )

Hotel Credit of Rs 2000/- per stay against F & A ; B, wash, or watering place ( where watering place services are available )


Technology related: -Used of progress engineering in hotel premises.

Manufacturing- related: – High use of fixed assets.

– Quality control know-how.

– Serving client harmonizing to their specification.

Distribution-related: – Presence of hotel concatenation at assorted topographic points.

– Angstrom strong web.

Marketing related: – Breadth of merchandise line and merchandise choice.

– Personalized client services.

– A well-known and well-respected trade name name.