A SERVICESCAPE FACE OFF
A Brief Background
Incorporated in 1902, IHCL is promoted by the Tata Group. It has long standing operations spanning over 100 years and operates the largest hotel chain in South Asia. It is headed by Mr. Ratan Tata, Chairman. Mr. Raymond Bickson, the Managing Director takes care of the day-today affairs of the company. They are assisted by a team of experienced professionals heading various functions. The company and its subsidiaries and associates are widely recognised under the umbrella brand name 'Taj Hotels Resorts and Palaces'. The Taj Group of hotels has been the standard for luxury in India having acquainted guests for over 100 years now. The Taj Group began in 1903 when Jamshetji Tata opened Taj’s first hotel, the Taj Mahal Palace & Tower in Mumbai on 16 December 1903. It is widely believed that Jamshetji Tata decided to build the luxurious hotel after he was refused entry to one of the city's grand hotels of the time, Watson's Hotel, as it was restricted to 'whites only'. GINGER HOTELS
Ginger is managed by Roots Corporation of India, the fully- owned subsidiary of Indian Hotels Company. Ginger is IHCL’s revolutionary concept in hospitality for the value segment. The first hotel was located at Whitefield in Bangalore. These hotels have been conceived and designed by New Delhi based design firm called Incubis Consultants (I) Private Limited, which has been working on the concept since 2003 and is now handling the rollout of all the new hotels. Broad Facilities Offered
Reservations: During the reservation a preference sheet is mailed to capture the details and to enhance the stay experience. Airport pick-up: An airport representative is sent along with a chauffeur holding a placard with just the hotel’s name to maintain guest privacy. A personalised message is sent to the guest mobile just before the landing assuring him that the hotel has taken care of his travel arrangements. Amenities such as cold towel, Mineral water are offered upon arrival. Arrival
Welcome at the lobby: Royal welcome by the guards in typical Rajasthani Attire. Royal Welcome for Groups: Special arrangements for groups are made. A huge caravan of elephants, camels, horses along with a professional band is called for the reception of the group. ATG (Aarti, Tiki and Garlanding): This is just to give a traditional touch to the welcome and give a feel of Indian hospitality. Welcome Drinks upon arrival
Escorting: It is an opportunity for the escort to create the excitement within the guest about how splendid his experience is going to be. A touch of history along with the necessary information about the various facilities is given. Welcome Letter: A personalized welcome letter signed by the General manager himself is presented to the guest during the time of the check-in Room Orientation: This is another important aspect of the check-in process. The guest is educated about the various facilities available to him in the room. Experience during Stay
Champagne Walk (Heritage Tour): This is one of the special attractions of Rambagh Palace. The entire history of the palace is explained to the group of customers. This is done along with a trip to various parts of the palace. The trip ends in the Polo Bar where the guests are offered complimentary champagne. Special Occasions celebration: Special occasions such as honeymoon and anniversaries are very important occasions for a guest. The hotel staff takes it as an opportunity to leave a long lasting imprint on the heart of the guests by making it an experience of a lifetime for the customer. City Tour by Vintage cars: Staying in a real palace in itself is a special experience and this experience is further complimented by travelling in a vintage. A tour in a vintage is something many people dream of and the...