Presented To: Presented By:

Sweta Sharma Chanderkant Yadav

 Taj group of hotels is the largest chain in India- with several
Hotels abroad also
 The parent Hotel-The Taj Mahal Hotel, Bombay is rated
among the 10 best hotels in the world
 Mr.Mansheti Nuser wanji Tata, in 1894 formed the Indian
Hotels company and built the exquisitely beautiful Taj Mahal
Hotel in Bombay
 Taj has 50 Hotels of which 48 are operational, 38
destinations and is the largest Hotel chain in the country
 In Taj tradition, one finds congenial atmosphere of true
business hotel coupled with local handicrafts and a special
emphasis on cuisine
 The uniqueness of the Taj Group lies in the sum of its parts
in providing a living heritage of India, together with superb
comforts and modern facilities
 Home away from home.
 2 factors:- accomodation &services
 Orient express, Handi, My kind of place.
Other Services & Facilities:
· 24-hour room service
· Free safe deposit lockers
· Express laundry/ dry cleaning
· Purified water supply
· Doctor-on-call
· Full-equipped Business Centre
· 24-hour fax/ telex facilities.
· 3 Meeting rooms
· Laptops on hire
· Currency Exchange
· Travel assistance
· Car hire service
· 24-hour Coffee Shop
· 6 Restaurants & Bars
· Night Club
· 8 luxurious Banquet Rooms
· Shopping arcade
· Fitness Centre
· Beauty shop
· Arrangements made for golf and tennis
 Taj Inner Circle
 Taj Epicure Plan
 Benefits That Customers Enjoy As A Silver & Gold Member
Customers will be greeted with flowers & fruits in their room
Check-in & departure formalities will be easier, faster & flexible
Receive special discount on rooms at Taj leisure hotels
Avail of double occupancy at no extra cost
Entitled to a priority wait-list
 Points Redemption
 Taj Club
 Maintaining suggestion boxes at every touch point/point of
interaction with the customers.
 Taking feedback not only from external customers but also
the internal customers i.e., the employees.
 Proper check on the hotel staff’s and processes’ efficiency
by the management, say by employing Mystery Customers.
 Keeping regular track of the sales data for further leads and
followup.
 Employing effective CRM software to improve guest
satisfaction, lower operating costs, build guest loyalty, and
increase revenues.
Implementing an effective CRM solution is not complex. Adequate
planning, effective communication, stakeholder involvement and mistake
voidance will ensure that your initiative gets off the ground easily. From this
study, we can conclude that all the hotel including Taj is following
organized and well established CRM practices. They have realized that a
happy and satisfied customer is a retained customer and that’s the key in
creating superior brand equity and better returns.
Thank you….!!!!