CRM,Taj Groups Of Hotel

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Taj Group Of Hotels:

Taj Group Of Hotels 1

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Presented By- Gulsehar Sabri Barkha Tulsyan Deepa Patra Digvijay Singh Parmar 2

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The Indian Hotels Company (IHC) is the parent company of Taj Hotels Resorts and Palaces. It was founded by Jamshetji N. Tata on December16, 1903. Currently the Taj Hotels Resorts and Palaces comprises 76 hotels, 7 palaces at 52 locations in 12 countries and employ over 13000 people. Additional 18 hotels are also being operated around the globe. During fiscal year 2010, the total number of hotels owned or managed by the Company was 76. The Taj hotels are categorized as luxury, leisure and business hotels. INTRODUCTION OF TAJ HOTELS 3

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Cont…. The Taj Luxury Hotels offer a wide range of luxurious suites with modern fitness centers, rejuvenating spas, and well-equipped banquet and meeting facilities. The Taj Leisure Hotels offer a complete holiday package that can be enjoyed with the whole family. It provides exciting activities ranging from sports, culture, environment, adventure, music, and entertainment. The Taj Business Hotels provide the finest standards of hospitality, which helps the business trips to be productive. They offer well-appointed rooms, telecommunication facilities, efficient service, specialty restaurants and lively bars, well-equipped business centres , and other conference facilities 4

SWOT ANALYSIS:

SWOT ANALYSIS 5

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Competitors:

Competitors ITC Group Of Hotels The Oberoi Hotels and Resorts The Leela Le Meridian 7

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CRM 8

Stations Of Experience:

Stations Of Experience Pre-Arrival 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 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): Welcome Drinks upon arrival Check-in Escorting Welcome Letter Room Orientation 9

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Cont… Experience during stay Heritage walk Special Occasion Celebration City tour by vintage car Cultural music and dance Unique dinner experience Grand Wedding Other Facilities Check Out Feedback Form at time of Turn Down Souvenir: A fragrant incense stick wrapped in a satin cloth is gifted to the customers as a souvenir. 10

SERVICE TRIANGLE:

SERVICE TRIANGLE Internal Marketing Vertical Communications Horizontal Communications Interactive Marketing Personal Selling Customer Service Center Service Encounters Servicescapes External Marketing Communication Advertising Sales Promotion Public Relations Direct Marketing Company Customers Employees 11

External Marketing-Advertisement:

External Marketing-Advertisement T.V channels like STAR NEWS,CNN and CNBC. Magazines like THE OUT LOOK TRAVELAR,GO NOW and TRAVEL. Business news paper(E.T, Financial Express, Bombay Times) 12

Internal Marketing:

Taj Management Training Programme (TMTP) Hotel Operations Management Trainee (HOMT) Program Taj Management Training Programme (TMTP) - Operations/ Food Production Affiliation with Indian Institute of Hotel Management, Aurangabad Internal Marketing 13

Interactive Marketing:

Interactive Marketing 14

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CRM used in Taj Palace Hotel 1. Guest Preference Sheet At the time of the reservation a preference sheet is sent across to the guest along with the reservation conformation mail This is primarily to capture the various preferences of the customer such as food habits (Diabetic/ Low fat etc.), special needs etc. It also asks if the customer is coming on a special occasion or not and arrangements are made accordingly made on the visit e.g. If the guest is coming on a honeymoon or anniversary the room is decorated accordingly, cake is placed in the room etc. 2. Handling Complaints This is another important tool in improving the service of the hotel and to capture guest complaints. If a complaint is registered by a customer it is updated on the software. Gradually as the time lapses the status displayed turn from green to yellow and ultimately red. This status can be seen by any of the managers as the software is connected to the central server. A daily Action Taken Report is generated which is signed by the operational head. 15

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3. Fidelo Fidelio is the property management system used by Indian Hotels Company Limited. Although it is used for various functions but it also plays an important role in the CRM processes of the hotel. It is used for saving the profile, preferences and special information (Anniversary, Birthday, allergies etc.) related to the guest on a central server. This information is accessible to all the Taj properties; therefore, whenever there is a repeat customer the hotel staff already has all the necessary information enabling them to delight the customer by personalized service. 4. Wow Card This is a special instrument used by personal butlers for recording guest preferences & other important information related to the guest. This is a small booklet which is carried by the staff at all times and whenever they get any information which can be useful in the future to please the customer, they simple record it here. This information is further uploaded on the PMS making it accessible to all. 16

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5. GRE Courtesy call Once the guest is in the hotel and stayed for sometime (a day or two) a courtesy call is made by the guest relationship executive during the evening hours. This is just to know about the guest’s experience and how can it be improved in case there is some difficulty being faced by him/her. In case there is a complaint it is uploaded on the CRM software and further processes are followed as mentioned above. 6. GSTS (Guest Satisfaction Tracking system): Post departure an automated mail from the central server is sent to the guest requesting to fill up a feedback form. There are various heads covering the various stations of experiences which are scored on a Likert Scale. This information is quantified to highlight the areas of concern. This score is also used as a measure of performance of a hotel unit. 17

Customer Acquisition/Retention/Defection:

Customer Acquisition/Retention/Defection STP ANALYSIS 18

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THE TAJ GROUP OF HOTELS SEGMENTATION TAJ LUXURY HOTELS – TAJ PALACE, TAJ MAHAL, TAJ BENGAL, TAJ WEST END OFFER FINEST STANDARD OF HOSPITALITY & SERVICE TAJ BUSINESS HOTELS: TAJ PRESIDENT, TAJ RESIDENCY, TAJ CONNEMARA, TAJ BLUE DIAMOND OFFER MULTI – CUISINE RESTAURANTS & BEST BUSINESS FASCILITIES TAJ LEISURE HOTELS: TAJ BEACH RESORT, TAJ CULTURAL CENTRE, TAJ GARDEN RETREATS LOCATED AT BEACH RESORTS, PALACES, PILGRIM CENTRES ETC. 19

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Customer Loyalty Programs ( Retention):

Customer Loyalty Programs ( Retention) Taj Inner Circle Taj Epicure Plan Benefits That Customers Enjoy As A Silver & Gold Member Customers will be greeted with flowers & fruits in their room Check-in & departure formalities will be easier, faster & flexible Receive special discount on rooms at Taj leisure hotels Avail of double occupancy at no extra cost Entitled to a priority wait-list Points Redemption Taj Club 21

Program for Employees:

Program for Employees Employee loyalty program called STARS, the 'Special Thanks and Recognition System‘ - was an initiative aimed at motivating employees through acknowledgements and rewards. The STAR system also led to global recognition when the group bagged the 'Hermes Award' for 'Best Innovation in Human Resources' in the global hospitality industry. Taj Group developed the ' Taj People Philosophy' (TPP) which helped the company boost the morale of its employees and improve service standards 22

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23 Steps In E-CRM 23

Information system in Taj Hotels:

Information system in Taj Hotels Seranata Intraware Connects all 75 hotel of Taj and have centralized software The scenario or the problem Problem of fragmented distributed information Problem of delicacy and missing of data Scalability Issues: incorporating new hotels in the chain involved consuming and time processing process 24

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Online Presence:

Online Presence 27

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Reservations Booking Portal:

Reservations Booking Portal 29

Difference between CRM & E-CRM:

Difference between CRM & E-CRM 30

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31 Network of E-CRM

What Creates Customer Delight:

What Creates Customer Delight 24-hour room service Free safe deposit lockers Express laundry/ dry cleaning Purified water supply Doctor-on-call Full-equipped Business Centre 24-hour fax/ telex facilities. 3 Meeting rooms Laptops on hire Currency Exchange Travel assistance Car hire service 24-hour Coffee Shop 6 Restaurants & Bars Night Club 8 luxurious Banquet Rooms Shopping arcade Fitness Centre Beauty shop Arrangements made for golf and tennis 32

Details:

Details John Abraham likes rasgullas in supper. Nana Patekar is fond of tawa fish fry. Esha Deol prefers her room ash tray to be cleaned twice a day. Anjelina Joli likes her beef steaks medium done. Miss Chanda Kochhar (MD ICICI Bank) prefers sandwiches with sides. Besides a host of benefits guest earns points when they stay or stop by for a meal at one of the restaurants of taj 1 Point for every Rs 100 they spend on food and beverage Each point is worth Rs 10. The points are redeemable for holidays and memorable meals at the Taj and for gifts from a hand-picked selection of merchandise. 33

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Customer Feedback System:

Customer Feedback System Room Feedback form: During the evening service/ Turn- down service a feedback form is placed on the bed to know about the customer experiences. 35

Conclusion & Recommendation :

Conclusion & Recommendation Strict compliance to the SOPs Improvement in knowledge & skill set of employees Customer centric vis-à-vis profit centric approach Stopping unethical practices especially in seasons Treat all the customers equally Taking feedback not only from external customers but also the internal customers i.e., the employees. Proper check on the hotel staff’s and processes’ efficiency by the management, say by employing Mystery Customers. Keeping regular track of the sales data for further leads and follow up 36

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37 Thank you VISIT AGAIN….

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