TOPIC: QUALITY CONTROL IN TAJ

HOTEL

By ALAM

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OBJECTIVES

1) To know the service being provided by Taj Group

2) To know quality control management of Taj Hotel

INTRODUCTION

Quality Control System, integrate quality control system with

requirement of corporate development and demand of customers.
Regarding customers as their center, they carry out specific
regulation and records in the quality control process in form of
documents, so as to establish and implement documentized quality
control system. They hope to find out problems by supervising and
measuring quality control system and adopt corresponding
correction and precautions and maintain continuous system
improvement, so as to meet and even exceed the expectations of
the customers.

INDUSTRY PROFILE

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This report covers hotels, defined as collective accommodation
establishments providing lodging and usually meals, entertainment
and various personal services for the public. The $131 billion
hotels industry has rebounded after faltering in 2001 and 2002.
Rises in occupancy have allowed hoteliers to raise rates in 2004
and 2005, resulting in approximately 8% growth in revenues per
year since 2003.

The rise in travel has helped to drive occupancy and, in turn, room
rates. The number of overseas visitors grew in 2004 for the first
time since 2000, resulting in an increased demand for rooms even
as Americans continue to travel more as well. Census Bureau data
indicates that the number of households with income levels over
$75K grew by more than 15% during 1999-2004. This rise in
households that are most likely to travel is a positive driver for a
market that is seeing increasing prices for rooms.

A significant trend within the ranks of the major hotel chains is the
move from property ownership to franchise and management.
Many of the largest hotel chains have been selling properties,
especially those in high-value real estate markets, but negotiating
contracts to manage or franchise the properties that they have sold
so as to ensure a long-term stream of revenue.

The outlook for hotel revenues is positive for 2006-11 as a

continued rise in occupancy and rates is forecast as part of an
overall growth pattern for travel industry.

In this report, Mintel clearly identifies the principal external factors

driving or curtailing growth. Exclusive consumer research reveals
the attitudes, needs and behavior of consumers, with analysis
broken down both by demographic characteristics, and by segment.

Six years of specific sales data provide a factual and impartial

presentation of the market as a whole. Mintel also evaluates the
performance of individual sectors in the market, and provides

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information about the major companies and brands. Using the
SPSS forecasting package, Mintel creates a five-year forecast of
retail sales, revealing potential opportunities for growth and
product development.

COMPANY PROFILE

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For more than 100 years, we have acquainted guests with the living
heritage of India - and a legendary experience in hospitality.

It began on December 16, 1903, when Jamshetji Nusserwanji Tata

opened Taj’s first hotel, the Taj Mahal Palace & Tower, Mumbai.
This grand hotel epitomized a philosophy that still holds true
today: provide impeccable service and unparalleled facilities so
every stay is a memorable one.

A part of the Tata Group of companies, India's premier business

house, Taj Hotels Resorts and Palaces comprises 57 hotels in 40
locations across India with an additional 18 international hotels in
the Maldives, Mauritius, Malaysia, Australia, UK, USA, Bhutan,
Sri Lanka, Africa, and the Middle East. Over the years, Taj has
won international acclaim for its quality hotels and its excellence
in dining, business facilities, interiors, and world-class,
personalized service.

In India, Taj is recognized as the premier hospitality provider,

spanning the length and breadth of the country, and gracing
important industrial towns and cities, beautiful beaches, historical
and pilgrim centres, and wildlife destinations.

An innovator in dining, Taj was the first to introduce Sichuan,

Thai, Italian, Mexican, and Californian cuisine into the country. In
1972, it was the first to open a 24-hour coffee shop in India at Taj
Mahal Palace & Tower, Mumbai. Today, each restaurant is
reflective of that tradition, setting benchmarks for an outstanding
culinary experience.

The Indian Hotels Company and its subsidiaries are collectively

known as Taj Hotels Resorts and Palaces, recognized as one of
Asia's largest and finest hotel company. Incorporated by the
founder of the Tata Group, Jamsetji N Tata, the company opened

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its first property, The Taj Mahal Palace Hotel, Bombay, in 1903.
The Taj, a symbol of Indian hospitality, completed its centenary
year in 2003. Taj Hotels Resorts and Palaces comprises 59 hotels
at 40 locations across India with an additional 17 international
hotels in the Maldives, Mauritius, Malaysia, United Kingdom,
United States of America, Bhutan, Sri Lanka, Africa, the Middle
East and Australia.

The company has had a long-standing commitment to the

continued development of the Indian tourism and hospitality
industry. From the 1970s through the 1990s, the Taj played an
important role in launching several of India's key tourist
destinations. Working in tandem with the Indian government, the
Taj developed resorts and retreats while the government developed
roads and railways to India's hidden treasures.

Areas of business
Taj Hotels Resorts and Palaces is grouped into Luxury, Leisure
and Business categories to provide consistency across the different
hotels and standardized products and services.

As early as 1974, the Taj opened India's first international beach

resort — Fort Aguada Beach Resort — in Goa. Today, Goa is one
of South Asia's most popular beach resort destinations.

The presence of Taj Hotels Resorts and Palaces internationally has

been developed through a network of Taj regional sales and PR
offices in the United Kingdom, France, Germany, Italy, Dubai,
Singapore, Sydney, Tokyo and the USA.

During the past year Taj Hotels strengthened its presence in the
Indian Ocean rim. Taj Exotica Resort & Spa, Mauritius, opened its
doors to guests. End-2005 saw the unveiling of the entirely
renovated and upgraded Taj Exotica Resort & Spa, Maldives.

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Taj Hotels further expanded its global footprint by securing
management contracts at Palm Island, Jumeirah in Dubai,
Langkawi in Malaysia and Thimpu in Bhutan. The most significant
addition to the portfolio has been The Pierre, the iconic landmark
hotel on New York's Fifth Avenue.

It operates 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 guests in Mumbai and Kochi, in Kerala.

It also operates Taj Sats Air Catering, the largest airline catering
service in South Asia, as a joint venture with Singapore Airport
Terminal Services, a subsidiary of Singapore Airlines.

Taj Wellington Mews Luxury Residences is a complex of 80

luxurious serviced apartments in South Mumbai. This is a new
foray in the service apartment’s category.

Additionally, Taj Hotels Resorts and Palaces established the Indian

Institute of Hotel Management, Aurangabad in 1993. The institute
offers a three-year diploma, designed with the help of international
faculty and has affiliations with several American and European
programmes.

FINDINGS

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Accommodation at Hotel Quality Taj hotel

1) Hotel Quality in Taj hotel has 295 Well appointed,

Luxurious, Centrally air conditioned rooms and suites designed to
enhance the comfort of the business traveller.

2) Hotel offers warm and personalised services.

Services at Hotel Quality Taj hotel

1) 24 Hrs Room Service, Hot/Cold Running Water,

Carpeted and Granite Rooms.
2) Mini Bars, Internet Connectivity, Business Centre, Cyber
Cafe, Pool Corner, Doctor On Call, Money Exchange,
STD/ISD.
3) Direct Dialing, Multi Channel Television, 24 Hour Travel
Desk, 24 Hour In Room Dining, Same Day Laundry, Dry
Cleaning, Climate Control.

CONCLUSION

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The study of Taj group of hotels reveals that the management is
using effective quality control that is assisting management in co-
ordination in activities and in the steering of those activities
towards achievement of their goals and objectives.