Taj Case Study

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  • Topic: Taj Mahal Palace & Tower, Hotel, Lake Palace
  • Pages : 23 (5210 words )
  • Download(s) : 186
  • Published : February 16, 2011
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[pic] DO U KNOW? [pic]

➢ TAJ MAHAL PALACE HOTEL has completed 100 years in the year 2003, and is the oldest 5 star hotel in our country.

➢ Taj’s name was kept TAJ as MR. Jamsetji Nusserwanji Tata wanted to make his customers feel as if they are staying in a royal palace; this is probably the reason why the interiors of TAJ MAHAL PALACE are like the one found inside a palace.

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 Jamsetji 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 www.tata.com, India's premier business house, Taj Hotels Resorts and Palaces comprises 56 hotels in 39 locations across India with an additional 17 international hotels in the Maldives, Mauritius, Malaysia, Seychelles, 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 centers, and wildlife destinations.


Billed by the Times, London as the finest hotel in the East, the Taj’s first hotel, the Taj Mahal Palace & Tower, Mumbai was perhaps the only place in the world where a British Viceroy could rub shoulders with an Indian Maharajah, where the Congress could debate with right wing leaders, and where sailors on shore leave could flirt with the Pompadour Follies. Built at the cost of a quarter of a million pounds, the hotel introduced a series of firsts that set new benchmarks in Indian hospitality. Over the years, the Taj brought into Bombay, “Professors of Dance’ Mademoiselle Singy to raise temperatures and a few eyebrows with the Tango, the first air-conditioned ballroom to cool things down, the first cold storage, the first licensed bar, and more.

The changing decades ushered in new tastes and newer guests including Mick Jagger, Steven Spielberg, and David Rockefeller, to name a few. From Nobel laureates to rock stars, fashion divas, to oil-rich sheiks, Taj represented a global village long before the term was to become a cliché. Even today, a hundred years on, guests will find Taj taking luxury to greater heights in all its hotels around the world including business capitals, fairy-tale palaces, on secluded islands, in private yachts, aboard executive jets, and amidst spas and resorts. Still, as the discerning traveller will note, a little ahead of its time.

How does TAJ provide services to its customers?

According to TAJ, CUSTOMER IS GOD. So they see to it that they serve their customers in the best possible manner. The following steps are taken by TAJ to serve their customers:-

➢ TAJ has a system known as the G.S.T.S i.e. the GUEST SERVICE TRAFFIC SYSTEM. In this system all the complaints of the customers are filled using computer software. A separate committee is appointed which goes through the systems to check out all the complaints that are filled in by the customers. There is a meeting at the end of the month where these complaints are discussed by this committee, so that in future these complaints don’t happen again.

➢ The people in TAJ don’t like to keep their customers waiting, therefore whenever one calls TAJ for some work; their call is picked up within 2 rings by the person sitting at the telephone department. Also the room service like the cleaning of bed etc,...
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