business living high life tata ka taj
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8/3/2019 Business Living High Life Tata Ka Taj
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Living the high lifeTaj Hotels Resorts and Palaces has, over the years, established a reputation for
impeccable style and superlative comfort. The Taj takes its unique brandof hospitality to North America with three landmark hotels. The general
managers of the hotels — Heiko Kuenstle of The Pierre New York,
Jeffrey Seward of Taj Boston and Ashrafi Matcheswala of Taj Campton Place
— discuss the way ahead with Tata Review and the significance of building the
brand in North America.
B
U
S I N
E S
S
Je f fre y Se ward,
general manager, Ta j Bos ton Ashra fi Ma tches wala,
general manager, Ta j Camp ton PlaceHeiko K uens tle,
general manager,
The Pierre Ne w York
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Can you tell us what is new at The Pierre?The hotel’s décor still maintains its classic
ambience, with traditional interiors that have a refined,
modern sensibility. Subtle Indian touches can now be
seen throughout the hotel, such as the silk comforters
and artwork in the guestrooms and public spaces. The
guest bathrooms have been enlarged to feature
glass-walled showers, steam-free mirrors and soakingtubs with flat-panel televisions.
Updating of the technology we used was an integral
part of the renovation. All bedrooms feature a 40-inch
flat-screen television, a Bose Wave Studio with iPod
docking station, WiFi, a working desk with built-in data
and power outlets, and sound-insulated, energy-efficient
windows.
The Two E bar and lounge is a welcoming place for
timeless cocktails, coffee, tea, or small plates. Designed
by Alexandra Champalimaud, Two E is a neoclassical,
residential-style lobby lounge by day; at night it
transforms into a stylish bar with a relaxed, intimate
atmosphere and memorable dance parties.
Le Caprice opened in the fall of 2009. The
restaurant offers signature European dishes modified
for the American palette. Martin Brudniski’s art deco
design satisfies the most discerning guests with its
contemporary black-and-white look, David Bailey
photographs and long, sleek bar. The restaurant sits
among Richard Caring’s exclusive dining
establishments, which include The Ivy, Annabel’s,
Daphne’s, and the Wentworth Golf Club.
How has the renovated Pierre been received by
your guests?Our guests are appreciative of Taj Hotels’ meticulous
restoration of The Pierre. Regulars love that the Taj has
managed to preserve the heart and soul of the hotel, and
they are delighted with all the new amenities.
The Pierre is also seeing a wave of new guests who
come to experience the new and updated offerings of the
property. Many of these guests are coming because they
are familiar with the Taj brand and want to enjoy a Taj
experience in New York City. The renovation is not only
attracting new guests to the hotel but also a whole new
contingent of New Yorkers to our new restaurant and bar.
What are your expectations for this hotel in thedays ahead?
The Pierre has built its reputation on legendary
service and unparalleled facilities. Our expectations for
this year are to reinforce The Pierre’s restoration and its
position as the top luxury hotel in New York City. We
received our AAA Five Diamond status for the second
year in succession and expect to receive the Forbes Five
Star status as well.
How is the Taj brand being promoted in theUnited States?
For over 100 years, Taj has been creating,
enhancing and caring for landmark properties around
the world. It continues this tradition in the United States
with three landmark hotels: The Pierre New York, the Taj
Boston and the Taj Campton Place in San Francisco.
Taj is renowned in India for its standards of excellence in
the art of hospitality, unwavering attention to detail, and
for maintaining each property’s unique history and
beauty. We are doing the same in the United States and,
consequently, we have a rapidly growing and loyal
customer base in the North American market.
39Tata Review January 2011
Restored togreater gloryThe Pierre New York, a Taj hotel, reopened in June
2009 following a $100-million refurbishment that
has made it classier and more hospitable thanever before. In this interview, general manager
Heiko Kuenstle speaks about the makeover of
the iconic property and the way forward.
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What does being a part of the Tata family feel like?To be welcomed into the Tata family the way I was
has been exciting and enlightening. Joining the Taj was a
personal and professional decision for me.
At the Taj Boston, I have tried to get my people to
understand what Tata represents, the group’s heritage and
its philanthropic outlook as well as its global presence, not
just employees at this hotel but Bostonians and New
Englanders too. It’s invigorating to be part of a process
that bridges the gap in understanding.
Can you tell us a little bit about the Taj Boston, itshistory and its heritage?
This hotel really is not just significant because of its
history within Boston, but also because of its history of
hospitality. It was, it is said, the first hotel in the Americas
where you had your own bathroom, the first to have
fresh-cut flowers in its open spaces and so on.
We get a good blend of customers. We have
corporate guests through the week. The weekend visitors
are mostly people who come to see Boston, to enjoy
sporting events or those who have business with the many
universities and educational institutions in the city, but
business travellers constitute the majority of our business.
The Taj group places a high value on corporatesustainability activities and linkages with thecommunity. Could you tell us a bit about suchprojects at The Pierre?
The movement towards ecologically sound tourism
has gained urgency and importance across the globe
over the last decade. The Taj has responded to this shift
with its EARTH (Environment Awareness and Renewal
at Taj Hotels) programme.
As part of this initiative, The Pierre is committed
to the cause of sustainability by reducing the impact
of our daily operations on the environment and
improving operational efficiencies, resource
conservation, reuse and recycling of key resources, and
social responsibility within the community. By doing
this, The Pierre has achieved its first sustainability
certification level from the prestigious Green Globe
programme, a worldwide benchmarking, certification
and performance-improvement initiative.
We are building a power plant fuelled by renewable
natural gas that will reduce our carbon dioxide
emissions. We have a 100-per cent recycling policy for
paper, plastic, glass and cardboard, eco-friendly products
in our bathrooms, and organic mattresses in the
guestrooms. Going forward we are planning on
mulching wet garbage, using biodegradable chemicals
and sourcing local raw materials wherever possible.
The Pierre is a strong advocate of community
service and donates to many charities including City
Harvest, an organisation that collects food to distribute to
homeless shelters across New York City, and Toys for Tots
which distributes toys to children.
We also participate in a programme called Grand
Central Neighborhood, where Pierre employees volunteer
their time at a soup kitchen to feed the homeless in
Grand Central Station.
40 Ta ta Re vi ew J an ua ry 20 11
A history of hospitalityThe Taj Boston has become a part of the social
fabric of the city it is anchored in. In this
interview, Jeffrey Seward, general manager,
explains what makes this iconic hotel so special.
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41Tata Review January 2011
Is the hotel perceived differently now that it is TajBoston rather than the Ritz-Carlton?
The Ritz-Carlton is what this hotel was since the
1920s, so there is plenty of emotion attached to the
name. Our employees here continue to be very proud of
the hotel. There were some instances of emotion when
the change from the Carlton to the Taj happened, but
our people have come to understand what the Taj stands
for and how much it cares for its employees.
How is this property being marketed? What are thechallenges you face on that front?
We market our property as one of the leading
luxury hotels of Boston. That aside, we market the hotel
through different periodicals, through our newspapers,
through multimedia, and through the bouquet of Taj
luxury properties globally.
How do room rates compare with that of thecompetition?Our room rates vary from $275 to $425 for a night
and that isn’t as high as that of some of our competitive
set. We continue to work on our average rate, we continue
to try to offer more to our guest as far as amenities go, and
we continue to drive service as much as we can. Our
occupancy rate for the year is about 75 per cent.
Tell us about your restaurants.We have all-day dining and our restaurants are
very popular with Bostonians. A good story here is
about what happened when we tried to change one
of our menus a few months ago. We decided to do away
with chicken pie and chicken biryani — but our guests
would have none of it; they wanted it back on the
menu.
We have done well with our café and our bar too.
The bar does an incredible amount of business; it
has a beautiful view and boasts patrons who have
been coming there for long years. Then there is the
Taj Club, which is a key access point for guests. Not
least, we have an excellent selection of traditional
Indian cuisine.
Could you tell us about your long-term vision forthe Taj Boston?
As a property The Taj Boston is financially fit and
has been able to deliver revenues and profits. We have
been able to do that only because we have ensured thatwe are a significant part of the wider community and
of Boston.
I see the hotel remaining a social address for
Boston. I see the Taj Boston being increasingly known
for the work it does in community relations and
community welfare. For instance, we have been
working for years with the Women’s Lunch Place, an
initiative that takes care of homeless women.
I see the hotel continuing to garner significant
revenues and profits.
Serving upluxury, Taj-styleA quintessential San Francisco landmark, the Taj
Campton Place is well set to continue its
tradition of luxury and hospitality. Ashrafi
Matcheswala, general manager, talks about what
the future holds for this elegant hotel, the only
Taj hotel on the West Coast.
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42
Tell us about the hotel and its rich history.
Taj Campton Place opened its doors in 1909 as the
Drake-Wiltshire. Campton Place Associates acquired the
property in 1981. Plans were then developed for an
extensive renovation which would turn the old Drake-
Wiltshire into the luxurious Campton Place Hotel. The
hotel was completely rebuilt to accommodate 126 rooms
and suites where there were once 220, and reopened in
October 1983.
In June 1992, some guestrooms were turned into a
luxurious meeting and banquet facility leaving 110
guestrooms, nine of which are suites. The restaurant, bar,
lobby and public areas were also renovated in 1994 and
1995 and further upgraded in 2001. These enhancements
included an indoor-outdoor health facility to ensure that
Campton Place was well suited to face the new century as
one of San Francisco’s finest hotels.In April 2007, Taj Hotels Resorts and Palaces
acquired this quintessential San Francisco landmark as
part of its luxury hotel division.
Has the hotel undergone any renovation after thetransition to the Taj group?
In order to maintain the property as “the place to
stay in the Bay Area”, an ambitious programme of
upgrades has been undertaken in all areas.
Wireless internet and a new electronic door lock
system have been installed throughout the hotel. New
HDTVs, minibars and automatic espresso machines areavailable in each guestroom, and the linens and amenities
have been upgraded to match the quality used in fine
homes around the world.
The executive boardroom was renovated in
November 2007, adding new features such as a 63-inch
plasma HDTV with IT-based video-conferencing
capabilities and broadband wireless internet service. Also,
on the lobby level, we have added a new business centre
offering complimentary internet access along with
copying, faxing and printing services.
To change the ‘flavour’ of our restaurant, Taj
Campton Place decided to refurbish it in April 2008;replacing the carpet, banquettes and tables to offer a
contemporary look and feel, along with changing the
menus and cuisine.
How have regulars and new visitors taken to thehotel’s new avatar as part of the Taj chain?
The hotel is an iconic hospitality landmark in San
Francisco and Taj’s reputation of preserving historic
Indian palaces and landmark hotels (like The Pierre New
York) has made local patrons and return guests very
supportive of the transition. New visitors find Taj
Campton Place a quiet refuge in a busy city, in an
environment that feels like a refined home.
What is the guest profile? Is the hotel seen as a luxury social destination or a premier business setting?
Taj Campton Place is the perfect place for a leisure or
business traveller. It is a world-renowned luxury boutique
hotel whose comfortable elegance and intelligent,
personalised service will make any stay in San Francisco
warm, carefree and memorable. Campton Place
Restaurant, a one Michelin Star eatery, is one of San
Francisco’s premiere dining spots. The hotel is centrally
located near the city’s best shopping and dining, lush parks
and famous museums. It is also strategically located on
Union Square, close to many corporate and business
headquarters, and is the top choice in San Francisco for
the discerning business traveller.
What are your business expectations for the
coming season?According to the NBTA Foundation, corporate travel
budgets will grow 4.45 per cent in 2011 on a national
travel level. Although corporations are increasing their
budgets, this does not mean actual travel will grow. For
San Francisco, we are expecting transient room demand to
grow in 2011 for both business and leisure.
What are the brand values that Taj Hotels wishesto communicate in the US market?
The Taj brand in the US is built on the quintessential
luxury qualities of heritage, authenticity and welcoming
hospitality. All our hotels boast a rich heritage and culture;guest experiences, which we enhance by continuously
redefining authentic luxury; and customer engagement
through a number of campaigns and localised activities.
The presence of three landmark hotels allows us to
communicate what the brand stands for in a more visible
and emphatic manner.
What are the corporate sustainability projectsthat Taj Campton Place has initiated?
Taj Campton Place works with a number of
charitable organisations. The Walden House, a local shelter
whose mission is to give hope and change lives for peopleaffected by substance abuse and mental health conditions,
is supported with in-kind donations as well as by
extending professional support which will help them in
securing jobs. We are also in the process of finalising teams
who will cook for them and read to the children.
During the holiday season we hold an annual food
drive where all associates participate by donating non-
perishable food items. All proceeds from the food drive are
donated to The Salvation Army, which works in the San
Francisco area. We are also proud to be part of the fight
against breast cancer with the American Cancer Society.
We recently held a Tata-First Book event, which was a tie-
up with Tata Sons to provide new books to children.
Tata Review January 2011
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