Human resource at taj palace

GROUP 1 Utkarsh Garg 121 Sangam Lalsiva 138 Sugandha Arora 140 Dhruv Mahajan 141 Manasvi Bansal 143

12-12-2012 1

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 2 IBE- Taj Palace- Front Office

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.

.


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 Maurya


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.


1. Maintenance

2. Legal Affairs

3. Accounts

4. HR

5. Miscellaneous

1. Accommodation

2. Food and

Beverages

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


FRONT OFFICE

COMMUNICATION LOBBY RESERVATIONS

BUSINESS

CENTER

CONCIERGE

DESK

CHECK-IN

SECTION

INFORMATION

SECTION

BILLS

SECTION

CASH

SECTION

PORTERS

LODGE


Pre Arrival

On Arrival

During Stay Departure

Post Departure


•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.


Walk In Reservations

Determine Requirement

Determine Credibility

Determine availability

Determine whether to allot or not

Locate record

Confirmation

Check Details

Assign room

Escort to room 12-12-2012 11 IBE- Taj Palace- Front Office

Front Desk

Food & Beverage

Housekeeping

Spa

Travel Desk

Concierge

Business

Center

Communication


•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.


•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.



Front Office

Marketing & Sales

Food & Beverage

Human Resource

Housekeeping

Banquet

Deptt.

Security

Controller


•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.

•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.


•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.


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.



Mr. Sidhant Arora Front Office Executive- Taj Palace 9958634984

Mr. Gursharan Singh Front Office Executive- Taj Palace 8130868147

Human resource at taj palace

Business

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office reports

taj mahalpalace hotel

international hotels

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guest contacts

hotel oranother property

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