2. The Indian Hotels Company Limited (IHCL) and its subsidiaries are collectively
known as Taj Hotels Resorts and Palaces and is recognised as one of Asia's largest
and finest hotel company.
Incorporated by the Tatas, the company opened its first property, The Taj Mahal
Palace Hotel, Bombay in 1903.
IHCL operate in the luxury, premium, mid-market and value segments of the
market through the following:
•Taj Luxury
•Taj Exotoc
•Taj Safari
•Vivanta
Taj Hotels Resorts and Palaces comprises 93 hotels in 55 locations across India
with an additional 16 international hotels in the Maldives, Malaysia, Australia, UK,
USA, Bhutan, Sri Lanka, Africa and the Middle East
12-12-2012 2IBE- Taj Palace- Front Office
3. 1. A property of TATA and so has a strong
brand image in the mind of customer.
2. Taj Palace provides high quality service
rendering from room service to swimming
pool to laundry to Wi-Fi internet service.
3. The employees are skilled and soft-
spoken with a zeal and motivation to work.
4. They have created a database for the
regular customers providing good after sale
services .
1. Limited market share due to
tough competition from international
and domestic players.
2. Terrorist attacks left a question
over the security.
1. Introduce better membership
plans and discounts.
2. Upgrade to international methods
of work
1. Other heritage properties
depicting the great Indian culture.
2. Strong competition in the hotel
industry with many hotels opening up
or upgrading like Leela, Oberoi.
12-12-2012 3IBE- Taj Palace- Front Office
4. Parent Company Indian Hotels Corporation
Category Hotels
Sector Tourism and Hospitality
Tagline/ Slogan India’s leading hospitality chain
USP Customer Relationship
Segment Leisure and business travellers
Target Group Upper class, business travellers
Positioning Prime location, luxury living with Indian values
Competitors
1. Leela Group of Hotels
2. Oberoi Hotels and Resorts
3. ITC Maurya12-12-2012 4IBE- Taj Palace- Front Office
5. OPERATING REVENUE
PRODUCING DEPARTMENTS
The departments performing different
operations for the organization directly
contributing to generation of revenue.
OPERATING NON-REVENUE
PRODUCING
DEPARTMENTS
The departments performing the
back-hand operations for the
organization that don't directly lead to
revenue generation.
12-12-2012 5IBE- Taj Palace- Front Office
1. Maintenance
2. Legal Affairs
3. Accounts
4. HR
5. Miscellaneous
1. Accommodation
2. Food and
Beverages
6. 12-12-2012 IBE- Taj Palace- Front Office 6
OPERATING REVENUE PRODUCING DEPARTMENTS
ACCOMODATION FOOD & BEVERAGES
SERVICE
•HOUSEKEEPING
SALES
•FRONT OFFICE
•PROMOTION AND
MARKETING
PRODUCTION
•KITCHEN
•CHEF
DEPENDING
UPON
RESTAURANT
SERVICE
•CAFE
•BAR
•BANQUET
•CLUB
•PRIVATE LOUNGE
•RESTAURANTS
•SILENTS AREAS
7. 12-12-2012 IBE- Taj Palace- Front Office 7
FRONT OFFICE
COMMUNICATIONLOBBYRESERVATIONS
BUSINESS
CENTER
CONCIERGE
DESK
CHECK-IN
SECTION
INFORMATION
SECTION
BILLS
SECTION
CASH
SECTION
PORTERS
LODGE
10. •Sales Department contacts perspective customers through ads,
promotions and incentives.
• Guest contacts the reservation for confirmation and to give
advance payments (in some cases).
•Reservations make sure the rooms are available at the date
specified and do all the documentation work.
•Travel Desk and Concierge assist the guest with pick up and travel
assistance.
12-12-2012 10IBE- Taj Palace- Front Office
11. Walk In Reservations
Determine Requirement
Determine Credibility
Determine availability
Determine whether to allot or
not
Locate record
Confirmation
Check Details
Assign room
Escort to room12-12-2012 11IBE- Taj Palace- Front Office
13. •The guest vacates the room, receives an accurate statement of
account for settlement, returns the room keys, and departs from
the hotel.
•The guest is also encouraged to give any type of feedback to the
hotel staff.
•The Travel Desk assists regular customers for an airport drop.
•The front office determines whether the guest was satisfied with
the stay and encourages the guest to return to the hotel – or
another property in the chain.
12-12-2012 13IBE- Taj Palace- Front Office
14. •The front office updates the room’s availability status and notifies
the housekeeping department.
•The final element of guest accounting is settlement of the guest’s
account.
•Once the guest has checked out, the front office can analyze data
related to the guest’s stay. Front office reports can be used to
review operations, isolate problem areas, where corrective action
may be needed, and pinpoint out business trends.
•Operation analysis can help managers establish a standard of
performance which can be used to evaluate the effectiveness of
front office operations.
12-12-2012 14IBE- Taj Palace- Front Office
15. 12-12-2012 15IBE- Taj Palace- Front Office
Front
Office
Marketin
g & Sales
Food &
Beverage
Human
Resource
Housekee
ping
Banquet
Deptt.
Security
Controller
16. 12-12-2012 IBE- Taj Palace- Front Office 16
•Marketing and Sales Department
The marketing and sales department relies on the front office to provide data
on guest histories, details concerning each guest’s visit and also to get new
business to the hotel.
•Housekeeping Department
Housekeeping and the front office communicate with each other about
housekeeping room status, the report on the availability of the rooms for
immediate guest occupancy.
•Food & Beverage Department
Estimate of the number of guests expected to register based on previous
occupancy activities, and processing requests for paid-outs, forms used to
indicate the amount of money paid out of the cashier's drawer on behalf of a
guest.
17. •Human Resources Management Department
The human resources management department may rely on the front office staff
to act as an initial point of contact for potential employees in all departments. It
may even ask the front office to screen job candidates.
•Security Department
Communications between the security department and the front office are very
important in providing hospitality to the guest. These departments work
together very closely in maintaining guest security.
•Banquet Department
The banquet department, which often combines the functions of a marketing
and sales department and a food and beverage department, requires the front
office to relay information to guests about scheduled events and bill payment.
•Controller
The controller relies on the front office staff to provide a daily summary of
financial transactions through a well-prepared night audit. This information is
also used to measure management ability to meet budget targets.
12-12-2012 17IBE- Taj Palace- Front Office
18. •Taj is serving its customers to its best and it is able to
achieve 5-star ratings from a long period.
•The processes are very efficient and speedy.
•All the departments are well coordinated.
•It is indeed a luxury hotel.
12-12-2012 18IBE- Taj Palace- Front Office
19. FO department should use recycled paper or simply scan the
ID’s of clients instead of wasting a new sheet of paper every
time.
The Fidelio software is not able to meet up the work load of
the department, hence they should switch to Opera.
They should increase the number of rooms on account of
increase in traffic at Taj.
They should hire more staff for FO department.
12-12-2012 19IBE- Taj Palace- Front Office
20. 12-12-2012 20IBE- Taj Palace- Front Office
Mr. Sidhant Arora
Front Office Executive- Taj Palace
9958634984
Mr. Gursharan Singh
Front Office Executive- Taj Palace
8130868147
