Taj Group for Luxurious Experience of Hospitality in India & Abroad (Monisha)
Taj Group for Luxurious Experience of Hospitality in India & Abroad
The Taj Group of Hotels, Resorts and Spas are a part of The Indian Hotels Company Limited founded by the TATAs during the early part of 20th century in India. The Taj Group has more than 100 luxurious possessions in some of the finest locations in India and abroad.
With an aim of serving tourists in the luxury section, Taj group provides some of the best boarding, lodging and hospitality facilities in the world through its world class infrastructure and well trainedPost settings professionals from the Hospitality Industry. The group has a history of serving some of the world famous personalities and celebrities in India and abroad.
References
· Company Introduction, The Taj Group of Hotels.
Retrieved on 8th March, 2013 from
· Taj Group (2012). Beyond the Numbers, Indian Hotel Company Limited, Communication on Progress.
Retrieved on 8th March, 2013 from
ICT Strategy for Taj Group
The Taj Group of Hotels, Resorts and Spa are known for their luxury services and incredible hospitality to their customers and tourists all around the globe. The world class facilities and impeccable service quality has been the highlighting feature of the Taj Group be it reservation, boarding, lodging or for that matter any grievance handling service by them.
Due to such high standard maintenance, the Taj Group has always been the first mover in supporting its services with the usage of Information and Communication Technology (ICT). With the target audience being amongst the elite class, Taj Group always focused on providing information online through its websites. Their flawless website depicted the features and services available at the various units of Taj Hotels so that a traveler can plan accordingly. The Taj also introduced the online reservation system to make the bookings hassle free for the premium class by reducing the role of middle agents. By getting the secured payment gateways online, Taj ensured that anybody can make the bookings of their services without worrying about payment modes and online frauds.
The Taj not only worked out on its online presence via website and online marketing strategies, but also ensured smooth working of services at three levels:
1.) Support of IT to customers via providing low cost telephony room services setup through their technology partners NEC. The Unified Communications Solution not only benefitted Taj in imparting a low cost system setup in their hotels but gave a unique premium facility to their customers.
2.) Support of Social Customer Relationship Management (CRM) was introduced by the Taj group with the help of the company Customer Centria. This software was built to engage with customers through various social media sites like Facebook, Twitter, YouTube, etc so as to evolve with time catering all technology based enhancements in the area of Customer engagement and satisfaction.
3.) With the help of Serenata IntraWare GmbH, Taj took an initiative to connect all its hotels in India through a common reservation platform. It also had a centralized CRM, Property Management System for all their units across India, Automation of Sales Force for better sales results and Business Analytics and Intelligence reporting for analysis of their Business growth.
The extensive usage of ICT by Taj makes them truly a world class hospitality group.
References
· Seranata (2010). Taj Hotels, Resorts and Palaces Implements a comprehensive CRS and CRM integration for its prestigious 75 hotels, Case Study
Retrieved on 9th March, 2013 from
· Customer Centria case report on Taj
Retrieved on 9th March, 2013 from
· NEC case study on Taj
Retrieved on 9th March, 2013 from
Hi Monisha, as you told me, Taj is the best hotel in India. From your blog about their background, service and detailed ICT strategic plan, I think it is also a successful luxury hotel.
回复删除Firstly, the Taj Hotels Resorts and Palaces is focus on provide luxury experience for guests, which is similar to Four Seasons Hotels. In order to serving customers in the luxury section, they provide world-class infrastructure and trained post settings professional (in-depth training program for employees in Four Seasons Hotel), which are effective for hotel industry to serve the guests. However, Four Seasons Hotel aims at adapting local custom and lifestyle to provide uniform service for customer, which is also important for a successful management plan. This is a crucial factor for hotels’ CRMs.
Secondly, as to the CRMs Taj hotel the Customer Centria software, which is a good choice for hotel to built close relationship with customers.
Thirdly, Taj Group always has been the first mover in supporting its service through ICT. Nowadays, I think, with the high compete business environment most hotels are concentrate on ICTs. However, Taj always providing new information on its website and secured online booking, which can meet the customers need and measure the effectiveness of their ICT.
Lastly, as for online marketing strategies Taj Hotels also uses NEC technology, which can give some guests sector low cost telephone room services. This sales strategy really needs to discuss, sometimes it can be a good choice for hotel to gained more customers, but it easy for hotel to decrease its unique and excellence service for this kind of low cost gusts. However, Four Seasons hotel always refused to cut down room prices in order to preserve the perceived value of the brand- luxury, exceptional and personalize service.
By the way, if you write clearly about Taj Hotels’ culture, mission and value, it will be better for us to compare and discuss.
Comment by: ZHANG JING
Hi, Monish
回复删除Thanks for ur explanation and detailed analysis of the usage of ICT elements in TAJ Hotle. because i am not familiar with TAJ Hotel, I searched a little on Internet. As you introduced, TAJ seeks for advanced, fashioned, up-dating, energetic, innovative and luxurious services and strategies.
From customer's point of view, TAJ and Westin Hotel are all pay attentions to customers and provide best facilities and service qualities. And they both focus on providing information online through its websites. Their flawless website describe the features and services of Hotels.
"With the help of Serenata IntraWare GmbH, Taj took an initiative to connect all its hotels in India through a common reservation platform.". In Westin Hotel, information can not only be shared inside the hotel including staff and different departments but also shared by other alliances like travel agencies and airline companies. But TAJ Hotel ensure that customers can make the bookings of their services without worrying about payment modes and online frauds. There is no doubt that this action can relief the worries of customers.
Customer relationship is a core element in any hotel, CRM uses the software named Customer Centria to increase the engagement of customers and also in Westin Hotel, by using SPG, customers can book their preferred room, food, spa even pillows and mattresses.
All in all, ICT plays an important role in increasing customers' loyalty and develop niche markets.
Wang Di
My unilogin Hotel Group directs and executes sales and marketing strategies that maximum revenues for our hotels and profits for our owners. In a competitive and crowded hospitality and hotel market, it's important for hotels to be transparent about their event space, services, and capabilities.
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