Project Report

Contents
Executive Summary 3
MHRIL - Business overview 3
Service Strategy and Competiveness 5
Strategic Service vision and its Consistency 6
  Positioning 6
  Target Market Segmentation 6
  Service Concept 6
  Value Cost Leveraging 7
  Operating Strategy 7
  Service Delivery Systems 7
  Strategy Systems Integration 7
Improving Capacity Utilization 8
  Existing system 8
  Proposed system 9
  Benefits to Club Mahindra 10
  Benefits to Customers 10
Service Innovations 11
References 11
Appendices 11

Executive Summary

Mahindra Holidays and Resorts India Ltd. are in the business of leisure hospitality services in India and have the flagship service offering Club Mahindra Holidays

Concept

People can take membership and can choose to holiday in any of the predetermined resorts for a fixed number of days in a year for a fixed number of years. Currently Club Mahindra entitles its members to holiday in one of 23 resorts for seven days in a year, in the choice of the member’s season, and apartment style; for a period of 25 years

Suggestions

We are trying to increase capacity utilization using point based system. As per our calculations we can cater to additional 30,405 members with the existing capacity. We will improve customer satisfaction through flexi holidays and service package for family needs.

MHRIL - Business overview

Mahindra Hotels & Resorts India Ltd., (MHRIL) was started as a part of the infrastructure sector of the Mahindra Group in 1996. The company’s flagship brand ‘Club Mahindra Holidays’, today has a customer base of over 100,000 members and 33 resorts in India and abroad. It aims to be number one family holiday provider by delivering customers attractive resort destinations, innovative offerings and service excellence. It operates on time share model but provides flexibility, variety and choice to members. MHRIL has competitive advantage owing to its management competencies, unique business model and “Brand... [continues]

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