Management of Services
Service provided by Taj Hotel
SUBMITTED TO SUBMITTED BY Lec. Satinder Kumar Gurinder Singh MBA – II yr (SEC – B) Roll No. 5818
MBA-II yr (SEC-A)
SCHOOL OF MANAGEMENT STUDIES
PUNJABI UNIVERSITY, PATIALA
Taj is serving its customers to its best and it is able to achieve 5-star ratings from a long period. But in this era all have to apply marketing strategies to attract customers otherwise the competitors will not leave a single chance to grab market share. The strategies used by taj as explained above are successful in attracting customers as well as positioning it as a high class service delivering brand with luxury. Taj is good in all fields such as finance, marketing, HR but it has to improve its system to gain an edge over its competitors. Taj Hotels Resorts and Palaces is a worldwide chain of hotels and resorts and the best hotels. The Indian Hotels Company Limited and its subsidiaries are collectively known as Taj Hotels Resorts and Palaces. A part of the Tata Group, one of India's largest business conglomerates, Taj Hotels Resort and Palaces own and operate 76 hotels, 7 palaces, 6 private islands and 12 resorts and spas, spanning 52 destinations in 12 countries across 5 continents and employ over 13000 people  . Besides India, Taj Hotels Resort and Palaces are located in the United States of America, England, Africa, the Middle East, Maldives, Mauritius, Malaysia, Bhutan, Sri Lanka and Australia.
Jamshetji Nusserwanji Tata, founder of the Tata Group, opened the Taj Mahal Palace & Tower, the first Taj property, on December 16, 1903. He was inspired to open the grand luxury hotel after an incident involving racial discrimination at the Watson's Hotel in Mumbai, where he was refused entry as the hotel did not permit Indians. Hotels which accepted only European guests were common across British India. Jamsetji Tata traveled to London, Paris, Berlin and Dusseldorf to get the best materials and pieces of art, furniture and interior artifacts for his hotel. Due to its prime location, traditional architecture and massive size, this hotel soon gained the status of the most iconic hotel in India.
The Taj Mahal Palace Hotel Case Study
The Taj Mahal Palace Hotel in Mumbai is the oldest, single-owner-over-the-years hotel in India, originally constructed in 1903. Over the 103 years that the hotel has been in existence, a central air conditioning system has been used for almost 60 plus years. Over these long years the engineering management of the hotel has developed its own time-tested maintenance schedules, equipment standards and design philosophy which is widely applied today in its 50-hotel chain all over India and 12 hotels outside the country.
The engineers at the hotel have learnt to meet a wide variety of demands imposed on the air conditioning systems, 24×7, summer or winter, by its guests from all over the country and different parts of the world. Whether they are sleeping in the bedrooms, eating in the restaurants, drinking in the bar, attending a conference or wedding reception in the banquet hall or partying at the night club, the air around them must be crisp and fresh, odorless, without any obtrusive noise. At the same time, the hotel's senior management expects the running costs comprising energy bills and water bills to be within reasonable limits.
There is a preference for screw chillers upto 300 ton capacity and centrifugal chillers 350 ton and above. Modular capacities help to achieve...
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