BEFORE STARTING WITH OUR PROJECT HEREARE SOME FACTSABOUT TAJ

DO U KNOW

TAJ MAHAL PALACE HOTEL has completed 100years in the year 2003 and is the oldest 5 starhotel in our country

Tajrsquos name was kept TAJ as MR JamsetjiNusserwanji Tata wanted to make his customersfeel as if they are staying in a royal palace this isprobably the reason why the interiors of TAJ MAHAL

PALACE are likethe one found insidea palace

For more than 100 years we have acquainted guests withthe living heritage of India - and a legendary experience inhospitalityIt began on December 16 1903 when Jamsetji NusserwanjiTata opened Tajrsquos first hotel the Taj Mahal Palace amp TowerMumbai This grand hotel epitomized a philosophy that stillholds true today provide impeccable service andunparalleled facilities so every stay is a memorable one

A part of the Tata Group of companies wwwtatacom Indiaspremier business house Taj Hotels Resorts and Palacescomprises 56 hotels in 39 locations across India with anadditional 17 international hotels in the Maldives MauritiusMalaysia Seychelles UK USA Bhutan Sri Lanka Africa andthe Middle East Over the years Taj has won internationalacclaim for its quality hotels and its excellence in diningbusiness facilities interiors and world-class personalizedservice

In India Taj is recognized as the premier hospitality providerspanning the length and breadth of the country and gracingimportant industrial towns and cities beautiful beacheshistorical and pilgrimcenters and wildlife destinations

For more than 100 years we have acquainted guests withthe living heritage of India - and a legendary experience inhospitalityIt began on December 16 1903 when Jamsetji NusserwanjiTata opened Tajrsquos first hotel the Taj Mahal Palace amp TowerMumbai This grand hotel epitomized a philosophy that stillholds true today provide impeccable service andunparalleled facilities so every stay is a memorable one

A part of the Tata Group of companies wwwtatacom Indiaspremier business house Taj Hotels Resorts and Palacescomprises 56 hotels in 39 locations across India with anadditional 17 international hotels in the Maldives MauritiusMalaysia Seychelles UK USA Bhutan Sri Lanka Africa andthe Middle East Over the years Taj has won internationalacclaim for its quality hotels and its excellence in diningbusiness facilities interiors and world-class personalizedservice

In India Taj is recognized as the premier hospitality providerspanning the length and breadth of the country and gracingimportant industrial towns and cities beautiful beacheshistorical and pilgrimcenters and wildlife destinations

HISTORY OF TAJ -

Billed by the Times London as the finest hotel in the Eastthe Tajrsquos first hotel the Taj Mahal Palace amp Tower Mumbaiwas perhaps the only place in the world where a BritishViceroy could rub shoulders with an Indian Maharajahwhere the Congress could debate with right wing leadersand where sailors on shore leave could flirt with thePompadour Follies Built at the cost of a quarter of a millionpounds the hotel introduced a series of firsts that set newbenchmarks in Indian hospitality Over the years the Tajbrought into Bombay ldquoProfessors of Dancersquo MademoiselleSingy to raise temperatures and a few eyebrows with the

Tango the first air-conditioned ballroom to cool thingsdown the first cold storage the first licensed bar andmore

The changing decades ushered in new tastes and newerguests including Mick Jagger Steven Spielberg and DavidRockefeller to name a few From Nobel laureates to rockstars fashion divas to oil-rich sheiks Taj represented aglobal village long before the term was to become a clicheacuteEven today a hundred years on guests will find Taj takingluxury to greater heights in all its hotels around the worldincluding business capitals fairy-tale palaces on secludedislands in private yachts aboard executive jets and amidstspas and resorts Still as the discerning traveller will notea little ahead of its time

How does TAJ provide services to itscustomers

According to TAJ CUSTOMER IS GOD So they see to it thatthey serve their customers in the best possible manner Thefollowing steps are taken by TAJ to serve their customers-

TAJ has a system known as the GSTS ie theGUEST SERVICE TRAFFIC SYSTEM In this system allthe complaints of the customers are filled usingcomputer software A separate committee isappointed which goes through the systems tocheck out all the complaints that are filled in by

the customers There is a meeting at the end ofthe month where these complaints are discussedby this committee so that in future thesecomplaints donrsquot happen again

The people in TAJ donrsquot like to keep theircustomers waiting therefore whenever one callsTAJ for some work their call is picked up within 2rings by the person sitting at the telephonedepartment Also the room service like thecleaning of bed etc is also done in a period of 3-4minutes

TAJ also provides free pickup and drop services toall its customers

Suppose if a customerrsquos birthday comes duringhisher stay in TAJ then he is given a wine bottleand few chocolates by TAJ

EMPLOYEESOF TAJ -

These needs are the basic needs of food clothingshelter etc which have to be fulfilled b y an individualAn individual will be able to fulfill these needs only if hehas adequate money with him Taj helps to satisfy theseneeds in the following ways-

Taj provides employment to more than 1500 people(including people employed on permanent and

temporary basis) and gives them a good paydepending upon their post

Most of the employees working in TAJ come fromdifferent parts of the country and find it difficult andexpensive to get accommodation TAJ provides themwith housing facilities by just deducting a smallamount from their salary The houses provided aredecently sized and well maintained and also differfrom post to post

Taj also provides uniform (blazers) to all itsemployees They are given a new set of uniformevery six months

Since the employees have a shift of 8 hours a dayTaj also provides them with meals depending uponwhich shifts they work on The quality of the food isequivalent to the food provided to the guests

In case of job security an employeersquos job is not securedfor the first year However if the management is satisfiedwith his job an employeersquos job might be secured evenbefore he completes 12 monthsIn case of a trainee there is no job security provided Butif the management is satisfied with his job they mightoffer him a job in their hotel

In case of physical security they provide them withbenefits like medical insurance life insurance at thediscretion of the employee This is because to avail thesefacilities a minimum pay is deducted from their salary

The employees are allowed to have their meals in groupsfor example if there are ten people working on a shiftthere may be groups of 4 who lunch at one given timeThis helps them to form informal groups However theseinformal groups are made amongst the employees of thesame level

In Taj there is also an annual social gathering where allthe employees from the top to the bottom are invitedAlso each and every employee is given a gift when theyleave and the gift differs from post to post

PROMOTION-

In Taj promotion is strictly given on the basis of meritHere the things like experience and influence doesnrsquotcome into account If one is capable then he will bepromoted

Tango the first air-conditioned ballroom to cool thingsdown the first cold storage the first licensed bar andmore

The changing decades ushered in new tastes and newerguests including Mick Jagger Steven Spielberg and DavidRockefeller to name a few From Nobel laureates to rockstars fashion divas to oil-rich sheiks Taj represented aglobal village long before the term was to become a clicheacuteEven today a hundred years on guests will find Taj takingluxury to greater heights in all its hotels around the worldincluding business capitals fairy-tale palaces on secludedislands in private yachts aboard executive jets and amidstspas and resorts Still as the discerning traveller will notea little ahead of its time

How does TAJ provide services to itscustomers

According to TAJ CUSTOMER IS GOD So they see to it thatthey serve their customers in the best possible manner Thefollowing steps are taken by TAJ to serve their customers-

TAJ has a system known as the GSTS ie theGUEST SERVICE TRAFFIC SYSTEM In this system allthe complaints of the customers are filled usingcomputer software A separate committee isappointed which goes through the systems tocheck out all the complaints that are filled in by

the customers There is a meeting at the end ofthe month where these complaints are discussedby this committee so that in future thesecomplaints donrsquot happen again

The people in TAJ donrsquot like to keep theircustomers waiting therefore whenever one callsTAJ for some work their call is picked up within 2rings by the person sitting at the telephonedepartment Also the room service like thecleaning of bed etc is also done in a period of 3-4minutes

TAJ also provides free pickup and drop services toall its customers

Suppose if a customerrsquos birthday comes duringhisher stay in TAJ then he is given a wine bottleand few chocolates by TAJ

EMPLOYEESOF TAJ -

These needs are the basic needs of food clothingshelter etc which have to be fulfilled b y an individualAn individual will be able to fulfill these needs only if hehas adequate money with him Taj helps to satisfy theseneeds in the following ways-

Taj provides employment to more than 1500 people(including people employed on permanent and

temporary basis) and gives them a good paydepending upon their post

Most of the employees working in TAJ come fromdifferent parts of the country and find it difficult andexpensive to get accommodation TAJ provides themwith housing facilities by just deducting a smallamount from their salary The houses provided aredecently sized and well maintained and also differfrom post to post

Taj also provides uniform (blazers) to all itsemployees They are given a new set of uniformevery six months

Since the employees have a shift of 8 hours a dayTaj also provides them with meals depending uponwhich shifts they work on The quality of the food isequivalent to the food provided to the guests

In case of job security an employeersquos job is not securedfor the first year However if the management is satisfiedwith his job an employeersquos job might be secured evenbefore he completes 12 monthsIn case of a trainee there is no job security provided Butif the management is satisfied with his job they mightoffer him a job in their hotel

In case of physical security they provide them withbenefits like medical insurance life insurance at thediscretion of the employee This is because to avail thesefacilities a minimum pay is deducted from their salary

The employees are allowed to have their meals in groupsfor example if there are ten people working on a shiftthere may be groups of 4 who lunch at one given timeThis helps them to form informal groups However theseinformal groups are made amongst the employees of thesame level

In Taj there is also an annual social gathering where allthe employees from the top to the bottom are invitedAlso each and every employee is given a gift when theyleave and the gift differs from post to post

PROMOTION-

In Taj promotion is strictly given on the basis of meritHere the things like experience and influence doesnrsquotcome into account If one is capable then he will bepromoted

the customers There is a meeting at the end ofthe month where these complaints are discussedby this committee so that in future thesecomplaints donrsquot happen again

The people in TAJ donrsquot like to keep theircustomers waiting therefore whenever one callsTAJ for some work their call is picked up within 2rings by the person sitting at the telephonedepartment Also the room service like thecleaning of bed etc is also done in a period of 3-4minutes

TAJ also provides free pickup and drop services toall its customers

Suppose if a customerrsquos birthday comes duringhisher stay in TAJ then he is given a wine bottleand few chocolates by TAJ

EMPLOYEESOF TAJ -

These needs are the basic needs of food clothingshelter etc which have to be fulfilled b y an individualAn individual will be able to fulfill these needs only if hehas adequate money with him Taj helps to satisfy theseneeds in the following ways-

Taj provides employment to more than 1500 people(including people employed on permanent and

temporary basis) and gives them a good paydepending upon their post

Most of the employees working in TAJ come fromdifferent parts of the country and find it difficult andexpensive to get accommodation TAJ provides themwith housing facilities by just deducting a smallamount from their salary The houses provided aredecently sized and well maintained and also differfrom post to post

Taj also provides uniform (blazers) to all itsemployees They are given a new set of uniformevery six months

Since the employees have a shift of 8 hours a dayTaj also provides them with meals depending uponwhich shifts they work on The quality of the food isequivalent to the food provided to the guests

In case of job security an employeersquos job is not securedfor the first year However if the management is satisfiedwith his job an employeersquos job might be secured evenbefore he completes 12 monthsIn case of a trainee there is no job security provided Butif the management is satisfied with his job they mightoffer him a job in their hotel

In case of physical security they provide them withbenefits like medical insurance life insurance at thediscretion of the employee This is because to avail thesefacilities a minimum pay is deducted from their salary

The employees are allowed to have their meals in groupsfor example if there are ten people working on a shiftthere may be groups of 4 who lunch at one given timeThis helps them to form informal groups However theseinformal groups are made amongst the employees of thesame level

In Taj there is also an annual social gathering where allthe employees from the top to the bottom are invitedAlso each and every employee is given a gift when theyleave and the gift differs from post to post

PROMOTION-

In Taj promotion is strictly given on the basis of meritHere the things like experience and influence doesnrsquotcome into account If one is capable then he will bepromoted

temporary basis) and gives them a good paydepending upon their post

Most of the employees working in TAJ come fromdifferent parts of the country and find it difficult andexpensive to get accommodation TAJ provides themwith housing facilities by just deducting a smallamount from their salary The houses provided aredecently sized and well maintained and also differfrom post to post

Taj also provides uniform (blazers) to all itsemployees They are given a new set of uniformevery six months

Since the employees have a shift of 8 hours a dayTaj also provides them with meals depending uponwhich shifts they work on The quality of the food isequivalent to the food provided to the guests

In case of job security an employeersquos job is not securedfor the first year However if the management is satisfiedwith his job an employeersquos job might be secured evenbefore he completes 12 monthsIn case of a trainee there is no job security provided Butif the management is satisfied with his job they mightoffer him a job in their hotel

In case of physical security they provide them withbenefits like medical insurance life insurance at thediscretion of the employee This is because to avail thesefacilities a minimum pay is deducted from their salary

The employees are allowed to have their meals in groupsfor example if there are ten people working on a shiftthere may be groups of 4 who lunch at one given timeThis helps them to form informal groups However theseinformal groups are made amongst the employees of thesame level

In Taj there is also an annual social gathering where allthe employees from the top to the bottom are invitedAlso each and every employee is given a gift when theyleave and the gift differs from post to post

PROMOTION-

In Taj promotion is strictly given on the basis of meritHere the things like experience and influence doesnrsquotcome into account If one is capable then he will bepromoted

The employees are allowed to have their meals in groupsfor example if there are ten people working on a shiftthere may be groups of 4 who lunch at one given timeThis helps them to form informal groups However theseinformal groups are made amongst the employees of thesame level

In Taj there is also an annual social gathering where allthe employees from the top to the bottom are invitedAlso each and every employee is given a gift when theyleave and the gift differs from post to post

PROMOTION-

In Taj promotion is strictly given on the basis of meritHere the things like experience and influence doesnrsquotcome into account If one is capable then he will bepromoted

RECOGNITION-

Employees are considered important in Taj and arerecognized for their job In case if an employeersquosperformance is exceptionally good in the past year he isawarded a certificate along with some cash incentives Alsoif an employee has given long years of service he is given amomentum from Taj

JOB ROTATION-

In the hotel industry job rotation is followed on a largescale This is done so that an employee can exel ineach and every department An employeersquos job is notrotated unless he has proven himself in a particulardepartment Therefore when an employee is rotated fromone department to another there is an ego boost as he feelsthat the management has appreciated his work and feel thathe is capable of doing somethingmore

JOB ENRICHMENTamp ENLARGEMENT

In the hotel industry job enrichment and enlargement isnot followed as they feel that if an employee is capableof handling additional responsibilities then he is directlypromoted

Important Milestones in theHistory of Taj

1903 Createdhistory withtheopeningof TheTaj Mahal PalaceHotel Bombay (Mumbai) ndash Indiarsquos first Luxury hotel

1971-72 Pioneeredtheconceptof authentic PalaceHotels inthecountry withtheRambaghPalace in Jaipur thePalaceof theMaharajahof theesrtswhilestateof Jaipore

1974 Conceptualizedtheuniquebeachresortat FortAguadaGoabuiltwithin thewallsof aPortuguese fortoverlookingtheArabianSea

1978-82 Taj launchedinDelhi with its luxury hotel -TajMahal Hotel onNo 1ManSinghRoadandthenprepared Indiafor theAsianGamesby settingupTaj Palace Delhi with thelargest conventioncentre inthecountry

1982 Taj establishedapresence in theWesternHemispherewiththehistoric St JamesCourtHotel near BuckinghamPalaceLondon

1984-92 Well before thesedestinationsbecameworldrenownfor their beauty Taj expandedtoKeralaandSri Lanka

1992-97 RolledoutBusinessHotels inkey citiesandtownsacross thecountry brandedasTaj Residency hotels

2000 Consolidated itspositionas the largest chain in Indiawithhotels inAhmedabadandHyderabad the latter city beinga jointventurewithGVK Hotels resultinginadominantposition in themarket for premiumandluxury hotel rooms

2002 Thenew Taj ExoticaResortamp SpaMaldiveswithinsixmonthsof its launchwasawardedthe titleof TheBestResortintheWorld in thefirst everHarpersandQueenTravel Awards

TAJHOTELS-

From world-renowned landmarks to modern businesshotels and idyllic beach resorts to authentic Rajput palaceseach Taj hotel offers an unrivalled combination of warmIndian hospitality contemporary efficient service andmodern luxury Taj Hotels Resorts and Palaces areorganized into three categories Luxury Leisure and

Business

raquoTaj Luxury HotelsraquoTaj LeisureHotelsraquoTaj BusinessHotels

Important Milestones in theHistory of Taj

1903 Createdhistory withtheopeningof TheTaj Mahal PalaceHotel Bombay (Mumbai) ndash Indiarsquos first Luxury hotel

1971-72 Pioneeredtheconceptof authentic PalaceHotels inthecountry withtheRambaghPalace in Jaipur thePalaceof theMaharajahof theesrtswhilestateof Jaipore

1974 Conceptualizedtheuniquebeachresortat FortAguadaGoabuiltwithin thewallsof aPortuguese fortoverlookingtheArabianSea

1978-82 Taj launchedinDelhi with its luxury hotel -TajMahal Hotel onNo 1ManSinghRoadandthenprepared Indiafor theAsianGamesby settingupTaj Palace Delhi with thelargest conventioncentre inthecountry

1982 Taj establishedapresence in theWesternHemispherewiththehistoric St JamesCourtHotel near BuckinghamPalaceLondon

1984-92 Well before thesedestinationsbecameworldrenownfor their beauty Taj expandedtoKeralaandSri Lanka

1992-97 RolledoutBusinessHotels inkey citiesandtownsacross thecountry brandedasTaj Residency hotels

2000 Consolidated itspositionas the largest chain in Indiawithhotels inAhmedabadandHyderabad the latter city beinga jointventurewithGVK Hotels resultinginadominantposition in themarket for premiumandluxury hotel rooms

2002 Thenew Taj ExoticaResortamp SpaMaldiveswithinsixmonthsof its launchwasawardedthe titleof TheBestResortintheWorld in thefirst everHarpersandQueenTravel Awards

TAJHOTELS-

From world-renowned landmarks to modern businesshotels and idyllic beach resorts to authentic Rajput palaceseach Taj hotel offers an unrivalled combination of warmIndian hospitality contemporary efficient service andmodern luxury Taj Hotels Resorts and Palaces areorganized into three categories Luxury Leisure and

Business

raquoTaj Luxury HotelsraquoTaj LeisureHotelsraquoTaj BusinessHotels

1984-92 Well before thesedestinationsbecameworldrenownfor their beauty Taj expandedtoKeralaandSri Lanka

1992-97 RolledoutBusinessHotels inkey citiesandtownsacross thecountry brandedasTaj Residency hotels

2000 Consolidated itspositionas the largest chain in Indiawithhotels inAhmedabadandHyderabad the latter city beinga jointventurewithGVK Hotels resultinginadominantposition in themarket for premiumandluxury hotel rooms

2002 Thenew Taj ExoticaResortamp SpaMaldiveswithinsixmonthsof its launchwasawardedthe titleof TheBestResortintheWorld in thefirst everHarpersandQueenTravel Awards

TAJHOTELS-

From world-renowned landmarks to modern businesshotels and idyllic beach resorts to authentic Rajput palaceseach Taj hotel offers an unrivalled combination of warmIndian hospitality contemporary efficient service andmodern luxury Taj Hotels Resorts and Palaces areorganized into three categories Luxury Leisure and

Business

raquoTaj Luxury HotelsraquoTaj LeisureHotelsraquoTaj BusinessHotels

Taj Luxury Hotels

The Embodiment of True Indian HospitalityTaj Luxury Hotels capture the essence of the Taj experienceand are synonymous with lavish accommodations andunrivalled service With vantage locations in every city eachhotel offers luxuriously appointed suites and roomsgourmet specialty restaurants and bars state-of-the-artbusiness facilities modern fitness centres rejuvenatingspas and well equipped banquet and meeting facilities

Taking Guests B ack to the Age of Refinement and FairytaleBeautyTaj Luxury Hotels also encompass authentic palacesTransporting guests back to the age of kings andcourtesans these exquisite buildings resplendent withdomes terraces carved pillars and archways built in thetrue royal stylehave recently been refurbished with modernluxuries To heighten the authentic palace experience ateam of butlers serves guests in the kind of style that amaharaja would have offered his guests

FineDining that StandsApart

A distinctive feature of the Taj Luxury Hotels is the trendsetting award-winning restaurants and bars that serve awide variety of cuisines from across the globe Fromcontemporary Pan Indian cuisine to East Mediterranean

Chinese Vietnamese cuisine the restaurants at Taj aresetting benchmarks for an outstanding culinary experience

Members of the LeadingHotels of theWorld L td

The followinghotelsaremembersof theLeadingHotelsof theWorld Ltd

The Taj Mahal Palaceamp Tower (Mumbai)Taj Lands End (Mumbai)The Taj Mahal Hotel (New Delhi)The Taj West End (Bangalore)Taj Coromandel (Chennai)Taj Krishna (Hyderabad)The Pierre (New York)The following hotels arepart of the Leading Small Hotels ofthe World LtdTaj LakePalace (Udaipur)Rambagh Palace (Jaipur)Umaid Bhawan Palace (Jodhpur)Taj Exotica Resort amp Spa (Maldives)

Taj Leisure Hotels

Escape the Ordinary at Our Leisure HotelsTaj Leisure Hotels include idyllic beach resorts genuine palaces

turn-of-the-century garden retreats andhistoric andpilgrimcentres Showcasing the best of every destination TajLeisure Hotels are replete with adventure romance comfortand style

Offering aHoliday to Remember -

Taj Resort Hotels offer delightful rooms by the searestaurants that serve the freshest catch of the day thelatest water sports facilities tennis courts freshwaterswimming pools spas and travel assistance Taj GardenRetreats are a great escape in themidst of nature offeringrestored colonial architecture gracious roomswith a view ofexquisitely landscaped gardens and a wonderful atmosphere ofpeace and calm Other Leisure Hotels echo the countryrsquos rich andvaried past and are located in close proximity to the focal pointsof Indian art culture and historyFun theWhole Family Can Enjoy-

Taj Leisure Hotels are a complete family destination offering awide variety of activities for all age groups For the youngmembers of the family Taj Leisure Hotels offers excitingfun-filled holidays that provide the best in childrenactivities ranging from sports culture environmentadventure music and entertainment Parents can relaxthroughout their holiday by leaving their children in the careof the hotel staff which will make sure that the youngerguests have a holiday to remember

Well Equipped for the Perfect Escape-

Taj Leisure Hotels offer everything from comfortable roomswith a view friendly efficient service specialty restaurants andlively bars telecommunication facilities such as Internetconnectivity well equipped business centres conferencefacilities and banquet areas Other features includeswimming pools casual dining restaurants fitness centrestravel assistance spas various sightseeing optionsbackwater cruises and much more The restaurants offer anarray of delectable Indian andworld cuisines Some recipes fromhomes in the region often go back two to three generations

The Fine Art of Relaxation-

The Taj Leisure Hotels also promise a whole new experienceof tranquillity and total lsquowellnessrsquo At the Spas Ayurvedayoga meditation and herbal knowledge come together tocreate a holistic experience in harmony with its location

Leading the Industry with Innovation-

Taj Business Hotels are witnessing a new spirit of changeRecognising the evolving needs of its guests Taj BusinessHotels are in the process of rolling out an enhancedproduct offering across its hotels Extensive research hasbeen conducted across the country to understand the needsof guests to create a product offering that will set thebenchmark for business hotels in India

MANAGEMENT-

Mr RaymondBicksonManagingDirector amp CEO

Mr Anil P GoelSr VicePresidentFinance

Mr Ajoy KMisraSr VicePresidentSalesamp Marketing

Mr PrakashV ShuklaSr VicePresidentTechnology ampChief InformationOfficer

Mr Yogi Sriram

Mr FranzZellerSr VicePresidentampChief OperatingOfficerTaj Luxury Hotelsndash International

Mr AbhijitMukerjiChief OperatingOfficerTaj Luxury Hotelsndash India

Ms Jyoti NarangChief OperatingOfficerBusinessHotelsDivision

Mr JamshedSDabooChief OpOfficer

Chinese Vietnamese cuisine the restaurants at Taj aresetting benchmarks for an outstanding culinary experience

Members of the LeadingHotels of theWorld L td

The followinghotelsaremembersof theLeadingHotelsof theWorld Ltd

The Taj Mahal Palaceamp Tower (Mumbai)Taj Lands End (Mumbai)The Taj Mahal Hotel (New Delhi)The Taj West End (Bangalore)Taj Coromandel (Chennai)Taj Krishna (Hyderabad)The Pierre (New York)The following hotels arepart of the Leading Small Hotels ofthe World LtdTaj LakePalace (Udaipur)Rambagh Palace (Jaipur)Umaid Bhawan Palace (Jodhpur)Taj Exotica Resort amp Spa (Maldives)

Taj Leisure Hotels

Escape the Ordinary at Our Leisure HotelsTaj Leisure Hotels include idyllic beach resorts genuine palaces

turn-of-the-century garden retreats andhistoric andpilgrimcentres Showcasing the best of every destination TajLeisure Hotels are replete with adventure romance comfortand style

Offering aHoliday to Remember -

Taj Resort Hotels offer delightful rooms by the searestaurants that serve the freshest catch of the day thelatest water sports facilities tennis courts freshwaterswimming pools spas and travel assistance Taj GardenRetreats are a great escape in themidst of nature offeringrestored colonial architecture gracious roomswith a view ofexquisitely landscaped gardens and a wonderful atmosphere ofpeace and calm Other Leisure Hotels echo the countryrsquos rich andvaried past and are located in close proximity to the focal pointsof Indian art culture and historyFun theWhole Family Can Enjoy-

Taj Leisure Hotels are a complete family destination offering awide variety of activities for all age groups For the youngmembers of the family Taj Leisure Hotels offers excitingfun-filled holidays that provide the best in childrenactivities ranging from sports culture environmentadventure music and entertainment Parents can relaxthroughout their holiday by leaving their children in the careof the hotel staff which will make sure that the youngerguests have a holiday to remember

Well Equipped for the Perfect Escape-

Taj Leisure Hotels offer everything from comfortable roomswith a view friendly efficient service specialty restaurants andlively bars telecommunication facilities such as Internetconnectivity well equipped business centres conferencefacilities and banquet areas Other features includeswimming pools casual dining restaurants fitness centrestravel assistance spas various sightseeing optionsbackwater cruises and much more The restaurants offer anarray of delectable Indian andworld cuisines Some recipes fromhomes in the region often go back two to three generations

The Fine Art of Relaxation-

The Taj Leisure Hotels also promise a whole new experienceof tranquillity and total lsquowellnessrsquo At the Spas Ayurvedayoga meditation and herbal knowledge come together tocreate a holistic experience in harmony with its location

Leading the Industry with Innovation-

Taj Business Hotels are witnessing a new spirit of changeRecognising the evolving needs of its guests Taj BusinessHotels are in the process of rolling out an enhancedproduct offering across its hotels Extensive research hasbeen conducted across the country to understand the needsof guests to create a product offering that will set thebenchmark for business hotels in India

MANAGEMENT-

Mr RaymondBicksonManagingDirector amp CEO

Mr Anil P GoelSr VicePresidentFinance

Mr Ajoy KMisraSr VicePresidentSalesamp Marketing

Mr PrakashV ShuklaSr VicePresidentTechnology ampChief InformationOfficer

Mr Yogi Sriram

Mr FranzZellerSr VicePresidentampChief OperatingOfficerTaj Luxury Hotelsndash International

Mr AbhijitMukerjiChief OperatingOfficerTaj Luxury Hotelsndash India

Ms Jyoti NarangChief OperatingOfficerBusinessHotelsDivision

Mr JamshedSDabooChief OpOfficer

turn-of-the-century garden retreats andhistoric andpilgrimcentres Showcasing the best of every destination TajLeisure Hotels are replete with adventure romance comfortand style

Offering aHoliday to Remember -

Taj Resort Hotels offer delightful rooms by the searestaurants that serve the freshest catch of the day thelatest water sports facilities tennis courts freshwaterswimming pools spas and travel assistance Taj GardenRetreats are a great escape in themidst of nature offeringrestored colonial architecture gracious roomswith a view ofexquisitely landscaped gardens and a wonderful atmosphere ofpeace and calm Other Leisure Hotels echo the countryrsquos rich andvaried past and are located in close proximity to the focal pointsof Indian art culture and historyFun theWhole Family Can Enjoy-

Taj Leisure Hotels are a complete family destination offering awide variety of activities for all age groups For the youngmembers of the family Taj Leisure Hotels offers excitingfun-filled holidays that provide the best in childrenactivities ranging from sports culture environmentadventure music and entertainment Parents can relaxthroughout their holiday by leaving their children in the careof the hotel staff which will make sure that the youngerguests have a holiday to remember

Well Equipped for the Perfect Escape-

Taj Leisure Hotels offer everything from comfortable roomswith a view friendly efficient service specialty restaurants andlively bars telecommunication facilities such as Internetconnectivity well equipped business centres conferencefacilities and banquet areas Other features includeswimming pools casual dining restaurants fitness centrestravel assistance spas various sightseeing optionsbackwater cruises and much more The restaurants offer anarray of delectable Indian andworld cuisines Some recipes fromhomes in the region often go back two to three generations

The Fine Art of Relaxation-

The Taj Leisure Hotels also promise a whole new experienceof tranquillity and total lsquowellnessrsquo At the Spas Ayurvedayoga meditation and herbal knowledge come together tocreate a holistic experience in harmony with its location

Leading the Industry with Innovation-

Taj Business Hotels are witnessing a new spirit of changeRecognising the evolving needs of its guests Taj BusinessHotels are in the process of rolling out an enhancedproduct offering across its hotels Extensive research hasbeen conducted across the country to understand the needsof guests to create a product offering that will set thebenchmark for business hotels in India

MANAGEMENT-

Mr RaymondBicksonManagingDirector amp CEO

Mr Anil P GoelSr VicePresidentFinance

Mr Ajoy KMisraSr VicePresidentSalesamp Marketing

Mr PrakashV ShuklaSr VicePresidentTechnology ampChief InformationOfficer

Mr Yogi Sriram

Mr FranzZellerSr VicePresidentampChief OperatingOfficerTaj Luxury Hotelsndash International

Mr AbhijitMukerjiChief OperatingOfficerTaj Luxury Hotelsndash India

Ms Jyoti NarangChief OperatingOfficerBusinessHotelsDivision

Mr JamshedSDabooChief OpOfficer

Taj Leisure Hotels offer everything from comfortable roomswith a view friendly efficient service specialty restaurants andlively bars telecommunication facilities such as Internetconnectivity well equipped business centres conferencefacilities and banquet areas Other features includeswimming pools casual dining restaurants fitness centrestravel assistance spas various sightseeing optionsbackwater cruises and much more The restaurants offer anarray of delectable Indian andworld cuisines Some recipes fromhomes in the region often go back two to three generations

The Fine Art of Relaxation-

The Taj Leisure Hotels also promise a whole new experienceof tranquillity and total lsquowellnessrsquo At the Spas Ayurvedayoga meditation and herbal knowledge come together tocreate a holistic experience in harmony with its location

Leading the Industry with Innovation-

Taj Business Hotels are witnessing a new spirit of changeRecognising the evolving needs of its guests Taj BusinessHotels are in the process of rolling out an enhancedproduct offering across its hotels Extensive research hasbeen conducted across the country to understand the needsof guests to create a product offering that will set thebenchmark for business hotels in India

MANAGEMENT-

Mr RaymondBicksonManagingDirector amp CEO

Mr Anil P GoelSr VicePresidentFinance

Mr Ajoy KMisraSr VicePresidentSalesamp Marketing

Mr PrakashV ShuklaSr VicePresidentTechnology ampChief InformationOfficer

Mr Yogi Sriram

Mr FranzZellerSr VicePresidentampChief OperatingOfficerTaj Luxury Hotelsndash International

Mr AbhijitMukerjiChief OperatingOfficerTaj Luxury Hotelsndash India

Ms Jyoti NarangChief OperatingOfficerBusinessHotelsDivision

Mr JamshedSDabooChief OpOfficer

Leading the Industry with Innovation-

Taj Business Hotels are witnessing a new spirit of changeRecognising the evolving needs of its guests Taj BusinessHotels are in the process of rolling out an enhancedproduct offering across its hotels Extensive research hasbeen conducted across the country to understand the needsof guests to create a product offering that will set thebenchmark for business hotels in India

MANAGEMENT-

Mr RaymondBicksonManagingDirector amp CEO

Mr Anil P GoelSr VicePresidentFinance

Mr Ajoy KMisraSr VicePresidentSalesamp Marketing

Mr PrakashV ShuklaSr VicePresidentTechnology ampChief InformationOfficer

Mr Yogi Sriram

Mr FranzZellerSr VicePresidentampChief OperatingOfficerTaj Luxury Hotelsndash International

Mr AbhijitMukerjiChief OperatingOfficerTaj Luxury Hotelsndash India

Ms Jyoti NarangChief OperatingOfficerBusinessHotelsDivision

Mr JamshedSDabooChief OpOfficer

Sr VicePresident

Mr Raymond BicksonManaging Director amp Chief ExecutiveOfficer

Raymond Bicksonrsquos experience in hospitality spans thirty yearsand four continents In January 2003 Mr Bickson moved toIndia and joined the Board as Executive Director amp ChiefOperating Officer of Taj Luxury Hotels overseeing theoperations of all luxury properties and playing a key role in theglobal expansion and development of future hotels Heassumed the role as Managing Director amp Chief ExecutiveOfficer of the Indian Hotels Company Ltd in July 2003

An American national Mr Bickson attended the Eacutecole HocircteliegravereLausanne in Switzerland and Advanced Management Program atHarvard Business School He was voted one of the Top 10 BestHotel Managers by Leaders Magazine from 1997-2002 and asthe Best Hotelier in the World by the Gallivanterrsquos Guide in2002 and holds numerous awards in the industry

Anil P GoelSenior VicePresident FinanceAnil Goel is charged with the task of overseeing the Taj Grouprsquosfinance mergers and acquisitions purchase and auditfunctions With over 22 years of experience in the Tata Groupin various financial roles including Chief Financial Officer ofTata Tea he brings a unique understanding of fiscalresponsibility to Taj Anil is also a former member of the Boardof Tata NYK Transports Systems Ltd Watawala Plantations Ltdand Tata Coffee Ltd as well as the former Principal EthicsOfficer of Tata Tea Ltd

Ajoy K MisraSenior VicePresident Salesand MarketingIn his 24 years with the Taj Group Ajoy Misra has worked invarious capacities from sales and marketing to operationsAjoy joined the Taj in 1980 in the Corporate Sales andMarketing Department through the Tata AdministrativeServices He served as General Manager of the Taj PresidentHotel in Mumbai and Area Director in the Sri Lanka andMaldives regions Today Ajoy represents Taj in industryorganizations such as the World Travel and Tourism CouncilIndia Initiative (WTTC) World Tourism Organisation (WTO)Hotel Association of India (HAI) Bombay Chamber ofCommerce and Industry and the Confederation of Indian

Industry (CII)

Prakash V ShuklaSenior VicePresident Technology and ChiefInformation Officer

With over 20 years experience in the informationtechnology industry Prakash Shukla brings valuable expertiseto the expanding network of Taj Hotels He is currentlyresponsible for total IT deployments at the Taj Group and is onMDrsquos management committee With a background in some ofthe industryrsquos most venerable corporationsmdashUnisys Sperryand IBMmdashPrakash has provided IT solutions for numerousclients Morgan Stanley Goldman Sachs Citigroup andSolomon Smith Barney

An American national Mr Shukla is a graduate of RutgersUniversity with degrees in Electrical Engineering and Englishand New York Polytechnic University with a Masters degree inComputer Science Mr Shukla attended the AdvancedManagement Program at HarvardBusiness School

Yogi SriramSenior VicePresident Human Resources

Yogi Sriram has over 28 years of experience in HumanResources Development He has lead the HR function

in Asea Brown Boveri Limited Dabur India Limited and Larsen amp

Toubro Limited one of Indiarsquos largest conglomerates as VicePresident ndash Corporate Human Resources Before joining TajHotels Resorts and Palaces he was HR Director (Africa MiddleEast Turkey amp South Asia) with BP (British Petroleum)

Talent management and change management are his interestareas to which he has successfully contributed in leadershiproles in very large organizations

Franz ZellerSr VicePresident amp Chief Operating OfficerTaj Luxury Hotelsndash International

Franz Zeller joined The Indian Hotels Company Limited asSenior Vice President amp Chief Operating Officer in November2003 Previously he was Senior Vice President Middle East ampNorth Africa Millennium Hotels amp Resorts and prior to thatSenior Vice President Operations Asia Pacific amp GeneralManager for the same Group

Abhijit MukerjiChief Operating Officer Taj Luxury Hotels ndash India

Abhijit Mukerji manages a portfolio of the thirteen TajLuxury Hotels in India which consists of landmark hotels in keymetro cities including the grouprsquos flagship hotel The Taj MahalPalace amp Tower Mumbai historic royal Palaces and luxury

residences

Mr Mukerji is an alumnus of Cornell (Essec) and HarvardBusiness School and has a flair for European languages

Jyoti NarangChief Operating OfficerBusinessHotels

In a career spanning 23 years with Taj Hotels Jyoti Narang hasheld a variety of positions from sales and marketing tooperations Currently she serves as Chief Operating Officer ofthe Business Division of the Taj Hotels Resorts amp PalacesLocated at the nerve centers of Indiarsquos emerging industrial andbusiness cities and towns of India Tajrsquos 18 Business Hotelsmaintain the highest standards in all the services they offer

The Tajrsquos legendary hospitality has been taken to a all-new levelThe skies above

TajAir is an executive jet service that offers you a luxuriousexperience in the comfort of your very own aircraft

When you fly TajAir you have a choice of two Falcon 2000aircrafts They conform to international safety standardsseat eight passengers and are designed by Dassault Aviationof France

Visit wwwtajaironlinecom to find out more or book aprivate luxury jet for your next trip

Inditravel was formed in 2002 post the acquisition of the18year old agency Stallion Travel Services Pvt L td byThe IndianHotels Company L imited

Headquartered in Mumbai with branches in 34 locationsacross India Inditravel is a professionally managed travelagency providing total travel management solutionsAffiliated to IATA UFTAA PATA TAAI and the Departmentof Tourism India Inditravel offers the following services

International air ticketingDomestic air ticketing

Anil P GoelSenior VicePresident FinanceAnil Goel is charged with the task of overseeing the Taj Grouprsquosfinance mergers and acquisitions purchase and auditfunctions With over 22 years of experience in the Tata Groupin various financial roles including Chief Financial Officer ofTata Tea he brings a unique understanding of fiscalresponsibility to Taj Anil is also a former member of the Boardof Tata NYK Transports Systems Ltd Watawala Plantations Ltdand Tata Coffee Ltd as well as the former Principal EthicsOfficer of Tata Tea Ltd

Ajoy K MisraSenior VicePresident Salesand MarketingIn his 24 years with the Taj Group Ajoy Misra has worked invarious capacities from sales and marketing to operationsAjoy joined the Taj in 1980 in the Corporate Sales andMarketing Department through the Tata AdministrativeServices He served as General Manager of the Taj PresidentHotel in Mumbai and Area Director in the Sri Lanka andMaldives regions Today Ajoy represents Taj in industryorganizations such as the World Travel and Tourism CouncilIndia Initiative (WTTC) World Tourism Organisation (WTO)Hotel Association of India (HAI) Bombay Chamber ofCommerce and Industry and the Confederation of Indian

Industry (CII)

Prakash V ShuklaSenior VicePresident Technology and ChiefInformation Officer

With over 20 years experience in the informationtechnology industry Prakash Shukla brings valuable expertiseto the expanding network of Taj Hotels He is currentlyresponsible for total IT deployments at the Taj Group and is onMDrsquos management committee With a background in some ofthe industryrsquos most venerable corporationsmdashUnisys Sperryand IBMmdashPrakash has provided IT solutions for numerousclients Morgan Stanley Goldman Sachs Citigroup andSolomon Smith Barney

An American national Mr Shukla is a graduate of RutgersUniversity with degrees in Electrical Engineering and Englishand New York Polytechnic University with a Masters degree inComputer Science Mr Shukla attended the AdvancedManagement Program at HarvardBusiness School

Yogi SriramSenior VicePresident Human Resources

Yogi Sriram has over 28 years of experience in HumanResources Development He has lead the HR function

in Asea Brown Boveri Limited Dabur India Limited and Larsen amp

Toubro Limited one of Indiarsquos largest conglomerates as VicePresident ndash Corporate Human Resources Before joining TajHotels Resorts and Palaces he was HR Director (Africa MiddleEast Turkey amp South Asia) with BP (British Petroleum)

Talent management and change management are his interestareas to which he has successfully contributed in leadershiproles in very large organizations

Franz ZellerSr VicePresident amp Chief Operating OfficerTaj Luxury Hotelsndash International

Franz Zeller joined The Indian Hotels Company Limited asSenior Vice President amp Chief Operating Officer in November2003 Previously he was Senior Vice President Middle East ampNorth Africa Millennium Hotels amp Resorts and prior to thatSenior Vice President Operations Asia Pacific amp GeneralManager for the same Group

Abhijit MukerjiChief Operating Officer Taj Luxury Hotels ndash India

Abhijit Mukerji manages a portfolio of the thirteen TajLuxury Hotels in India which consists of landmark hotels in keymetro cities including the grouprsquos flagship hotel The Taj MahalPalace amp Tower Mumbai historic royal Palaces and luxury

residences

Mr Mukerji is an alumnus of Cornell (Essec) and HarvardBusiness School and has a flair for European languages

Jyoti NarangChief Operating OfficerBusinessHotels

In a career spanning 23 years with Taj Hotels Jyoti Narang hasheld a variety of positions from sales and marketing tooperations Currently she serves as Chief Operating Officer ofthe Business Division of the Taj Hotels Resorts amp PalacesLocated at the nerve centers of Indiarsquos emerging industrial andbusiness cities and towns of India Tajrsquos 18 Business Hotelsmaintain the highest standards in all the services they offer

The Tajrsquos legendary hospitality has been taken to a all-new levelThe skies above

TajAir is an executive jet service that offers you a luxuriousexperience in the comfort of your very own aircraft

When you fly TajAir you have a choice of two Falcon 2000aircrafts They conform to international safety standardsseat eight passengers and are designed by Dassault Aviationof France

Visit wwwtajaironlinecom to find out more or book aprivate luxury jet for your next trip

Inditravel was formed in 2002 post the acquisition of the18year old agency Stallion Travel Services Pvt L td byThe IndianHotels Company L imited

Headquartered in Mumbai with branches in 34 locationsacross India Inditravel is a professionally managed travelagency providing total travel management solutionsAffiliated to IATA UFTAA PATA TAAI and the Departmentof Tourism India Inditravel offers the following services

International air ticketingDomestic air ticketing

Industry (CII)

Prakash V ShuklaSenior VicePresident Technology and ChiefInformation Officer

With over 20 years experience in the informationtechnology industry Prakash Shukla brings valuable expertiseto the expanding network of Taj Hotels He is currentlyresponsible for total IT deployments at the Taj Group and is onMDrsquos management committee With a background in some ofthe industryrsquos most venerable corporationsmdashUnisys Sperryand IBMmdashPrakash has provided IT solutions for numerousclients Morgan Stanley Goldman Sachs Citigroup andSolomon Smith Barney

An American national Mr Shukla is a graduate of RutgersUniversity with degrees in Electrical Engineering and Englishand New York Polytechnic University with a Masters degree inComputer Science Mr Shukla attended the AdvancedManagement Program at HarvardBusiness School

Yogi SriramSenior VicePresident Human Resources

Yogi Sriram has over 28 years of experience in HumanResources Development He has lead the HR function

in Asea Brown Boveri Limited Dabur India Limited and Larsen amp

Toubro Limited one of Indiarsquos largest conglomerates as VicePresident ndash Corporate Human Resources Before joining TajHotels Resorts and Palaces he was HR Director (Africa MiddleEast Turkey amp South Asia) with BP (British Petroleum)

Talent management and change management are his interestareas to which he has successfully contributed in leadershiproles in very large organizations

Franz ZellerSr VicePresident amp Chief Operating OfficerTaj Luxury Hotelsndash International

Franz Zeller joined The Indian Hotels Company Limited asSenior Vice President amp Chief Operating Officer in November2003 Previously he was Senior Vice President Middle East ampNorth Africa Millennium Hotels amp Resorts and prior to thatSenior Vice President Operations Asia Pacific amp GeneralManager for the same Group

Abhijit MukerjiChief Operating Officer Taj Luxury Hotels ndash India

Abhijit Mukerji manages a portfolio of the thirteen TajLuxury Hotels in India which consists of landmark hotels in keymetro cities including the grouprsquos flagship hotel The Taj MahalPalace amp Tower Mumbai historic royal Palaces and luxury

residences

Mr Mukerji is an alumnus of Cornell (Essec) and HarvardBusiness School and has a flair for European languages

Jyoti NarangChief Operating OfficerBusinessHotels

In a career spanning 23 years with Taj Hotels Jyoti Narang hasheld a variety of positions from sales and marketing tooperations Currently she serves as Chief Operating Officer ofthe Business Division of the Taj Hotels Resorts amp PalacesLocated at the nerve centers of Indiarsquos emerging industrial andbusiness cities and towns of India Tajrsquos 18 Business Hotelsmaintain the highest standards in all the services they offer

The Tajrsquos legendary hospitality has been taken to a all-new levelThe skies above

TajAir is an executive jet service that offers you a luxuriousexperience in the comfort of your very own aircraft

When you fly TajAir you have a choice of two Falcon 2000aircrafts They conform to international safety standardsseat eight passengers and are designed by Dassault Aviationof France

Visit wwwtajaironlinecom to find out more or book aprivate luxury jet for your next trip

Inditravel was formed in 2002 post the acquisition of the18year old agency Stallion Travel Services Pvt L td byThe IndianHotels Company L imited

Headquartered in Mumbai with branches in 34 locationsacross India Inditravel is a professionally managed travelagency providing total travel management solutionsAffiliated to IATA UFTAA PATA TAAI and the Departmentof Tourism India Inditravel offers the following services

International air ticketingDomestic air ticketing

Toubro Limited one of Indiarsquos largest conglomerates as VicePresident ndash Corporate Human Resources Before joining TajHotels Resorts and Palaces he was HR Director (Africa MiddleEast Turkey amp South Asia) with BP (British Petroleum)

Talent management and change management are his interestareas to which he has successfully contributed in leadershiproles in very large organizations

Franz ZellerSr VicePresident amp Chief Operating OfficerTaj Luxury Hotelsndash International

Franz Zeller joined The Indian Hotels Company Limited asSenior Vice President amp Chief Operating Officer in November2003 Previously he was Senior Vice President Middle East ampNorth Africa Millennium Hotels amp Resorts and prior to thatSenior Vice President Operations Asia Pacific amp GeneralManager for the same Group

Abhijit MukerjiChief Operating Officer Taj Luxury Hotels ndash India

Abhijit Mukerji manages a portfolio of the thirteen TajLuxury Hotels in India which consists of landmark hotels in keymetro cities including the grouprsquos flagship hotel The Taj MahalPalace amp Tower Mumbai historic royal Palaces and luxury

residences

Mr Mukerji is an alumnus of Cornell (Essec) and HarvardBusiness School and has a flair for European languages

Jyoti NarangChief Operating OfficerBusinessHotels

In a career spanning 23 years with Taj Hotels Jyoti Narang hasheld a variety of positions from sales and marketing tooperations Currently she serves as Chief Operating Officer ofthe Business Division of the Taj Hotels Resorts amp PalacesLocated at the nerve centers of Indiarsquos emerging industrial andbusiness cities and towns of India Tajrsquos 18 Business Hotelsmaintain the highest standards in all the services they offer

The Tajrsquos legendary hospitality has been taken to a all-new levelThe skies above

TajAir is an executive jet service that offers you a luxuriousexperience in the comfort of your very own aircraft

When you fly TajAir you have a choice of two Falcon 2000aircrafts They conform to international safety standardsseat eight passengers and are designed by Dassault Aviationof France

Visit wwwtajaironlinecom to find out more or book aprivate luxury jet for your next trip

Inditravel was formed in 2002 post the acquisition of the18year old agency Stallion Travel Services Pvt L td byThe IndianHotels Company L imited

Headquartered in Mumbai with branches in 34 locationsacross India Inditravel is a professionally managed travelagency providing total travel management solutionsAffiliated to IATA UFTAA PATA TAAI and the Departmentof Tourism India Inditravel offers the following services

International air ticketingDomestic air ticketing

residences

Mr Mukerji is an alumnus of Cornell (Essec) and HarvardBusiness School and has a flair for European languages

Jyoti NarangChief Operating OfficerBusinessHotels

In a career spanning 23 years with Taj Hotels Jyoti Narang hasheld a variety of positions from sales and marketing tooperations Currently she serves as Chief Operating Officer ofthe Business Division of the Taj Hotels Resorts amp PalacesLocated at the nerve centers of Indiarsquos emerging industrial andbusiness cities and towns of India Tajrsquos 18 Business Hotelsmaintain the highest standards in all the services they offer

The Tajrsquos legendary hospitality has been taken to a all-new levelThe skies above

TajAir is an executive jet service that offers you a luxuriousexperience in the comfort of your very own aircraft

When you fly TajAir you have a choice of two Falcon 2000aircrafts They conform to international safety standardsseat eight passengers and are designed by Dassault Aviationof France

Visit wwwtajaironlinecom to find out more or book aprivate luxury jet for your next trip

Inditravel was formed in 2002 post the acquisition of the18year old agency Stallion Travel Services Pvt L td byThe IndianHotels Company L imited

Headquartered in Mumbai with branches in 34 locationsacross India Inditravel is a professionally managed travelagency providing total travel management solutionsAffiliated to IATA UFTAA PATA TAAI and the Departmentof Tourism India Inditravel offers the following services

International air ticketingDomestic air ticketing

TajAir is an executive jet service that offers you a luxuriousexperience in the comfort of your very own aircraft

When you fly TajAir you have a choice of two Falcon 2000aircrafts They conform to international safety standardsseat eight passengers and are designed by Dassault Aviationof France

Visit wwwtajaironlinecom to find out more or book aprivate luxury jet for your next trip

Inditravel was formed in 2002 post the acquisition of the18year old agency Stallion Travel Services Pvt L td byThe IndianHotels Company L imited

Headquartered in Mumbai with branches in 34 locationsacross India Inditravel is a professionally managed travelagency providing total travel management solutionsAffiliated to IATA UFTAA PATA TAAI and the Departmentof Tourism India Inditravel offers the following services

International air ticketingDomestic air ticketing

Rail ticketingHotel BookingsCar RentalsV isasPassport AssistanceForeign ExchangeAssistance

Questionnaire details-TAJ MAHAL amp TAJ TOWER

HUMAN RESOURCE DEPARMENT HEAD- MRKSSrinivasan

NAME OF EMPLOYEE POST

MR JOSHUA MANAZEES

MRS RENUKA CHAUDHARI

MR ABRAHIM

MR GEORGE KENVILLA

MR RAMOND BENKSON

TRAINEE (TEMPORARYEMPLOYEE)

EXECUTIVE HOUSEKEEPER

FOOD AND BEVERAGEEXECUTIVE

FRONT OFFICE MANAGER

EXECUTIVE OF LUXURYDINING

Questionsasked to Mr KSSrinivasam-

Q)How long back was this organisation establishedAns) This organisation was started on December 161903 Since then Taj hotels have completed over 100years

Q) Who started this organisationAns) This organisation was started by JamsetjiNusserwanji Tata The name of the organisation comesfrom his name

Q) Is it a formal or an informal organisationAns) It is a formal organisation Here a group of peoplework together under an authority towards common goalsthat mutually benefit each other Our organisation has asystem of well defined jobs each having clearly defined

authority responsibility We have a large set of rulesregulations and systems

Q) What type of organisation is itAns) It is an economic organisation as it provides servicesof value to its customers in the society

Q) In what way would you differentiate Taj from otherorganisationsAns) Even today there are organisations who followtraditional methods of working But it is not so here Dueto rapid societal economic global amp technologicalchanges we try new ways of getting our work done likehaving employees participation in decision making andbeing more customer oriented

Q) Is there any particular knowledge or qualificationrequired to start this businessAns) Taj is a very huge organisation In order to start ahotel one obviously needs to have large funds Oneneeds to have complete knowledge in hotel managementsourcing of raw materials amp should also be aware of thefinancial aspects of the business

Q) What characteristics according to you reflect theculture of TajAns) According to me Taj is an organisation which is areflection of the top management Our organizationalculture reflects the philosophy and actions of the topmanagement One more characteristics is that ourorganizational members accept its culture voluntarilyThey may notembrace it but they need not explain it

Q) What kind of culture is reflected by Taj as anorganisationAns) The culture reflected by Taj as an organisation isrole culture In this appointment is done on the basis ofthe ability of the persons to carry out their functionssatisfactorily The departments are assigned specificfunctional roles and the work is governed by authoritystructure and a set of procedures The departmentsfollow certain mechanisms and rules for decision-makingand resolving conflicts

Q) What function or what purpose does this culture serveAns) The culture helps in the selection of entry levelpersonnel ie we are highly selective about the people wehire We always hire employees who have valuesessentially consistent with of their organisation Due toorganizational culture many organisations makedeliberate efforts to teach their employees certain corevalues

Q) Is this culture subject to any changes If yes whatfactors lead to these changesAns) This culture is relatively stable but can be changedAs we are in hotel business our culture is subject tochanges sometimes There can be change in the culturewhen the hotel is taken over by a new leader ie the toplevel management Sometimes even the characteristic ofthe employee brings about a change in the culture

Q) Are there any provisions for rewarding and punishingyour subordinatesAns) Yes of course If our employees are regular and haveshown improvement in their work they are given variousincentives and are also prompted to a higher post On theother hand they are also punished on making mistakesIf an employee is late more than 3 times in a month theirsalary is cut accordingly On any other mistake they arepunished by either fining them or by suspending themfor a few days

Q) What kind of structure is observed in yourorganisationAns) Basically Taj observes a tall structure as it is a verylarge organisation There are different levels ofmanagement viz top level middle level lower level Eachlevel has its own head Some of the positions arechairman managing director ass Manager supervisorworker etc This structure provides greater opportunitiesfor upward movement The best thing about thisstructure is that there is an indirect relation between allthe levels of management

Q) What pattern of communication is followedAns) Communication is an important aspect in everyorganisation So we give a lot of emphasis on it We try tomaintain a friendly relationship between oursubordinates so they can feel comfortablecommunicating with usQ) What kind of departmentalization does yourorganisation followAns) The departments in our organisation are divided onthe basis of their function The organisation is dividedinto various departments such as production marketing

finance human resource and development sales Eachdepartment has a senior manager under whom there aresubordinates Some of the departments are also dividedon the basis of the services given to the customers

Q) Any characteristic would you like to provide to us thatoutshines your organisationAns) Taj believes CUSTOMER IS GOD So we take carethat we serve our customers in the best possiblemannerTaj provides impeccable services and unparallelcomfort to their customers

Q) What kind of relationship do you share with yoursubordinatesAns) We share a strictly formal relationship between oursubordinates We have certain well defined rules andnorms and we have to follow those norms The relation isbasically impersonal non partial contractual andnon-intimate and of economic nature

GENERAL QUESTIONS -

Q) How many workers have been employed in your hotelIe TAJ MAHAL PALACE AND TAJ TOWERAns) We have more than 1100 workers employed on apermanent basis and about 200-250 workers employedon temporary basis

Q) How many rooms are here in your hotelAns) There are about 565 rooms in our hotel and there isalso a coffee shop that can accumulate more than 1900people

Q) In the initial stage what is the minimum pay given tothe employeesAns) The wage rate varies from department todepartment For example the person working at thetelephone department gets a pay of approx Rs-5500whereas a normal waiter gets about 1500 Rs in the start

Q) Do you provide housing facility to workers comingfrom out of townAns) We do provide housing facility to each and everyemployee in our hotel but its on the employee to usethis facility For this a small amount is deducted fromtheir salary In this way the employee gets this facility inabout 15th of the rate that they may pay outside

Q) Do you provide employees with on-the-job andoff-the-job trainingAns) Each and every employee gets training before weput him at work For example a person who wants tobecome a manager has to first undergo room servicetraining then laundry service and then the remainingdepartments

Q) What are the rules of your hotel regarding the jobsecurity of employeesAns) An employee first has to work for 1 year on trialbasis and he is given permanent status only after thishowever if is working exceptionally well then he would be

awarded with permanent status even if he has notcompleted 1 year

Q) How do you try and control employee absenteeismAns) In the first 6 months his daily salary will be cu if hebunks a days work but after that he I been given medicalleaves and concession leaves that is a days off in every 3months on his own wish

Q) If customer is not satisfied with the service then whataction is taken against that employeeAns) According to us CUSTOMER IS GOD so itrsquos butobvious that we have to take his complaint seriously Inthis case the employee is given a warning he will get atotal of 3 such warnings and after this he is asked togive a resignation

Q) Are there any social gatherings or annual get togetherfor the employeesAns) Yes we do have an annual get together for theemployees here all our employees from the top to thebottom from each and every branch of our hotel isinvited When the party is over each and every one ofthem is given a gift that varies according to his positionin our hotel

Q) Is job rotation followedAns) Complete job rotation is followed each and everyemployee should have an idea about every department

Q) What is your main target sector

Ans) we used to target the foreign sector initially butthese days due to the expansion of business we get morenumber of Indian customers In the month of sept-febend our hotel is completely full and most of ourcustomers are Indians

Q) What steps are taken for customer satisfactionAns) If the customer is a regular visitor or a VIP then weprovide him complete personal service We might keep awine bottle or few chocolates in their room also all theother important services are provided Here we mightalso give them a gift if their birthday comes on theirvisiting day

Q) How do you provide redressal of customer grievancesAns) In our hotel we have a system called the GSTS thatis the GUEST SERVICE TRAFFIC SYSTEM Here all thecomplaints of all the customers are taken into accountand a meeting is held where these problems arediscussed and overcome If they are not at all satisfiedwith the service then we might then charge him half theamount of his original bill However such a situation hasnever arisen

Q) Do you offer membership facility to your customersAns) There are two types of customers one who come fora stay of just 5-6 days or a little more and those whobook our rooms for about 300-400 days The secondtype of customers is given a discount of about 40-50 The first type of customers is given a discount on thenumber of days they stay

Q) What are the different services provided to customersby your hotelAns) As you already know that for us CUSTOMER IS GODso we try to provide maximum possible satisfaction tothem So we have made a few policies for example whensomeone calls our hotel the calls are picked within threerings so that the customerrsquos donrsquot wait long this is beingintroduced in all our branches slowlyAlso services like giving the room service in less than 5minutes and the bed is arranged in less than 2 minutes

Q) According to you what is the main USP of your hotelAns) OUR NAME IS OUR MAIN USP we have justcompleted 100 years of our hotel (in 2003) Other thanthis to meet up with the competition we also provide freefacility handsome discounts and free break fast serviceto all our customers

authority responsibility We have a large set of rulesregulations and systems

Q) What type of organisation is itAns) It is an economic organisation as it provides servicesof value to its customers in the society

Q) In what way would you differentiate Taj from otherorganisationsAns) Even today there are organisations who followtraditional methods of working But it is not so here Dueto rapid societal economic global amp technologicalchanges we try new ways of getting our work done likehaving employees participation in decision making andbeing more customer oriented

Q) Is there any particular knowledge or qualificationrequired to start this businessAns) Taj is a very huge organisation In order to start ahotel one obviously needs to have large funds Oneneeds to have complete knowledge in hotel managementsourcing of raw materials amp should also be aware of thefinancial aspects of the business

Q) What characteristics according to you reflect theculture of TajAns) According to me Taj is an organisation which is areflection of the top management Our organizationalculture reflects the philosophy and actions of the topmanagement One more characteristics is that ourorganizational members accept its culture voluntarilyThey may notembrace it but they need not explain it

Q) What kind of culture is reflected by Taj as anorganisationAns) The culture reflected by Taj as an organisation isrole culture In this appointment is done on the basis ofthe ability of the persons to carry out their functionssatisfactorily The departments are assigned specificfunctional roles and the work is governed by authoritystructure and a set of procedures The departmentsfollow certain mechanisms and rules for decision-makingand resolving conflicts

Q) What function or what purpose does this culture serveAns) The culture helps in the selection of entry levelpersonnel ie we are highly selective about the people wehire We always hire employees who have valuesessentially consistent with of their organisation Due toorganizational culture many organisations makedeliberate efforts to teach their employees certain corevalues

Q) Is this culture subject to any changes If yes whatfactors lead to these changesAns) This culture is relatively stable but can be changedAs we are in hotel business our culture is subject tochanges sometimes There can be change in the culturewhen the hotel is taken over by a new leader ie the toplevel management Sometimes even the characteristic ofthe employee brings about a change in the culture

Q) Are there any provisions for rewarding and punishingyour subordinatesAns) Yes of course If our employees are regular and haveshown improvement in their work they are given variousincentives and are also prompted to a higher post On theother hand they are also punished on making mistakesIf an employee is late more than 3 times in a month theirsalary is cut accordingly On any other mistake they arepunished by either fining them or by suspending themfor a few days

Q) What kind of structure is observed in yourorganisationAns) Basically Taj observes a tall structure as it is a verylarge organisation There are different levels ofmanagement viz top level middle level lower level Eachlevel has its own head Some of the positions arechairman managing director ass Manager supervisorworker etc This structure provides greater opportunitiesfor upward movement The best thing about thisstructure is that there is an indirect relation between allthe levels of management

Q) What pattern of communication is followedAns) Communication is an important aspect in everyorganisation So we give a lot of emphasis on it We try tomaintain a friendly relationship between oursubordinates so they can feel comfortablecommunicating with usQ) What kind of departmentalization does yourorganisation followAns) The departments in our organisation are divided onthe basis of their function The organisation is dividedinto various departments such as production marketing

finance human resource and development sales Eachdepartment has a senior manager under whom there aresubordinates Some of the departments are also dividedon the basis of the services given to the customers

Q) Any characteristic would you like to provide to us thatoutshines your organisationAns) Taj believes CUSTOMER IS GOD So we take carethat we serve our customers in the best possiblemannerTaj provides impeccable services and unparallelcomfort to their customers

Q) What kind of relationship do you share with yoursubordinatesAns) We share a strictly formal relationship between oursubordinates We have certain well defined rules andnorms and we have to follow those norms The relation isbasically impersonal non partial contractual andnon-intimate and of economic nature

GENERAL QUESTIONS -

Q) How many workers have been employed in your hotelIe TAJ MAHAL PALACE AND TAJ TOWERAns) We have more than 1100 workers employed on apermanent basis and about 200-250 workers employedon temporary basis

Q) How many rooms are here in your hotelAns) There are about 565 rooms in our hotel and there isalso a coffee shop that can accumulate more than 1900people

Q) In the initial stage what is the minimum pay given tothe employeesAns) The wage rate varies from department todepartment For example the person working at thetelephone department gets a pay of approx Rs-5500whereas a normal waiter gets about 1500 Rs in the start

Q) Do you provide housing facility to workers comingfrom out of townAns) We do provide housing facility to each and everyemployee in our hotel but its on the employee to usethis facility For this a small amount is deducted fromtheir salary In this way the employee gets this facility inabout 15th of the rate that they may pay outside

Q) Do you provide employees with on-the-job andoff-the-job trainingAns) Each and every employee gets training before weput him at work For example a person who wants tobecome a manager has to first undergo room servicetraining then laundry service and then the remainingdepartments

Q) What are the rules of your hotel regarding the jobsecurity of employeesAns) An employee first has to work for 1 year on trialbasis and he is given permanent status only after thishowever if is working exceptionally well then he would be

awarded with permanent status even if he has notcompleted 1 year

Q) How do you try and control employee absenteeismAns) In the first 6 months his daily salary will be cu if hebunks a days work but after that he I been given medicalleaves and concession leaves that is a days off in every 3months on his own wish

Q) If customer is not satisfied with the service then whataction is taken against that employeeAns) According to us CUSTOMER IS GOD so itrsquos butobvious that we have to take his complaint seriously Inthis case the employee is given a warning he will get atotal of 3 such warnings and after this he is asked togive a resignation

Q) Are there any social gatherings or annual get togetherfor the employeesAns) Yes we do have an annual get together for theemployees here all our employees from the top to thebottom from each and every branch of our hotel isinvited When the party is over each and every one ofthem is given a gift that varies according to his positionin our hotel

Q) Is job rotation followedAns) Complete job rotation is followed each and everyemployee should have an idea about every department

Q) What is your main target sector

Ans) we used to target the foreign sector initially butthese days due to the expansion of business we get morenumber of Indian customers In the month of sept-febend our hotel is completely full and most of ourcustomers are Indians

Q) What steps are taken for customer satisfactionAns) If the customer is a regular visitor or a VIP then weprovide him complete personal service We might keep awine bottle or few chocolates in their room also all theother important services are provided Here we mightalso give them a gift if their birthday comes on theirvisiting day

Q) How do you provide redressal of customer grievancesAns) In our hotel we have a system called the GSTS thatis the GUEST SERVICE TRAFFIC SYSTEM Here all thecomplaints of all the customers are taken into accountand a meeting is held where these problems arediscussed and overcome If they are not at all satisfiedwith the service then we might then charge him half theamount of his original bill However such a situation hasnever arisen

Q) Do you offer membership facility to your customersAns) There are two types of customers one who come fora stay of just 5-6 days or a little more and those whobook our rooms for about 300-400 days The secondtype of customers is given a discount of about 40-50 The first type of customers is given a discount on thenumber of days they stay

Q) What are the different services provided to customersby your hotelAns) As you already know that for us CUSTOMER IS GODso we try to provide maximum possible satisfaction tothem So we have made a few policies for example whensomeone calls our hotel the calls are picked within threerings so that the customerrsquos donrsquot wait long this is beingintroduced in all our branches slowlyAlso services like giving the room service in less than 5minutes and the bed is arranged in less than 2 minutes

Q) According to you what is the main USP of your hotelAns) OUR NAME IS OUR MAIN USP we have justcompleted 100 years of our hotel (in 2003) Other thanthis to meet up with the competition we also provide freefacility handsome discounts and free break fast serviceto all our customers

Q) What kind of culture is reflected by Taj as anorganisationAns) The culture reflected by Taj as an organisation isrole culture In this appointment is done on the basis ofthe ability of the persons to carry out their functionssatisfactorily The departments are assigned specificfunctional roles and the work is governed by authoritystructure and a set of procedures The departmentsfollow certain mechanisms and rules for decision-makingand resolving conflicts

Q) What function or what purpose does this culture serveAns) The culture helps in the selection of entry levelpersonnel ie we are highly selective about the people wehire We always hire employees who have valuesessentially consistent with of their organisation Due toorganizational culture many organisations makedeliberate efforts to teach their employees certain corevalues

Q) Is this culture subject to any changes If yes whatfactors lead to these changesAns) This culture is relatively stable but can be changedAs we are in hotel business our culture is subject tochanges sometimes There can be change in the culturewhen the hotel is taken over by a new leader ie the toplevel management Sometimes even the characteristic ofthe employee brings about a change in the culture

Q) Are there any provisions for rewarding and punishingyour subordinatesAns) Yes of course If our employees are regular and haveshown improvement in their work they are given variousincentives and are also prompted to a higher post On theother hand they are also punished on making mistakesIf an employee is late more than 3 times in a month theirsalary is cut accordingly On any other mistake they arepunished by either fining them or by suspending themfor a few days

Q) What kind of structure is observed in yourorganisationAns) Basically Taj observes a tall structure as it is a verylarge organisation There are different levels ofmanagement viz top level middle level lower level Eachlevel has its own head Some of the positions arechairman managing director ass Manager supervisorworker etc This structure provides greater opportunitiesfor upward movement The best thing about thisstructure is that there is an indirect relation between allthe levels of management

Q) What pattern of communication is followedAns) Communication is an important aspect in everyorganisation So we give a lot of emphasis on it We try tomaintain a friendly relationship between oursubordinates so they can feel comfortablecommunicating with usQ) What kind of departmentalization does yourorganisation followAns) The departments in our organisation are divided onthe basis of their function The organisation is dividedinto various departments such as production marketing

finance human resource and development sales Eachdepartment has a senior manager under whom there aresubordinates Some of the departments are also dividedon the basis of the services given to the customers

Q) Any characteristic would you like to provide to us thatoutshines your organisationAns) Taj believes CUSTOMER IS GOD So we take carethat we serve our customers in the best possiblemannerTaj provides impeccable services and unparallelcomfort to their customers

Q) What kind of relationship do you share with yoursubordinatesAns) We share a strictly formal relationship between oursubordinates We have certain well defined rules andnorms and we have to follow those norms The relation isbasically impersonal non partial contractual andnon-intimate and of economic nature

GENERAL QUESTIONS -

Q) How many workers have been employed in your hotelIe TAJ MAHAL PALACE AND TAJ TOWERAns) We have more than 1100 workers employed on apermanent basis and about 200-250 workers employedon temporary basis

Q) How many rooms are here in your hotelAns) There are about 565 rooms in our hotel and there isalso a coffee shop that can accumulate more than 1900people

Q) In the initial stage what is the minimum pay given tothe employeesAns) The wage rate varies from department todepartment For example the person working at thetelephone department gets a pay of approx Rs-5500whereas a normal waiter gets about 1500 Rs in the start

Q) Do you provide housing facility to workers comingfrom out of townAns) We do provide housing facility to each and everyemployee in our hotel but its on the employee to usethis facility For this a small amount is deducted fromtheir salary In this way the employee gets this facility inabout 15th of the rate that they may pay outside

Q) Do you provide employees with on-the-job andoff-the-job trainingAns) Each and every employee gets training before weput him at work For example a person who wants tobecome a manager has to first undergo room servicetraining then laundry service and then the remainingdepartments

Q) What are the rules of your hotel regarding the jobsecurity of employeesAns) An employee first has to work for 1 year on trialbasis and he is given permanent status only after thishowever if is working exceptionally well then he would be

awarded with permanent status even if he has notcompleted 1 year

Q) How do you try and control employee absenteeismAns) In the first 6 months his daily salary will be cu if hebunks a days work but after that he I been given medicalleaves and concession leaves that is a days off in every 3months on his own wish

Q) If customer is not satisfied with the service then whataction is taken against that employeeAns) According to us CUSTOMER IS GOD so itrsquos butobvious that we have to take his complaint seriously Inthis case the employee is given a warning he will get atotal of 3 such warnings and after this he is asked togive a resignation

Q) Are there any social gatherings or annual get togetherfor the employeesAns) Yes we do have an annual get together for theemployees here all our employees from the top to thebottom from each and every branch of our hotel isinvited When the party is over each and every one ofthem is given a gift that varies according to his positionin our hotel

Q) Is job rotation followedAns) Complete job rotation is followed each and everyemployee should have an idea about every department

Q) What is your main target sector

Ans) we used to target the foreign sector initially butthese days due to the expansion of business we get morenumber of Indian customers In the month of sept-febend our hotel is completely full and most of ourcustomers are Indians

Q) What steps are taken for customer satisfactionAns) If the customer is a regular visitor or a VIP then weprovide him complete personal service We might keep awine bottle or few chocolates in their room also all theother important services are provided Here we mightalso give them a gift if their birthday comes on theirvisiting day

Q) How do you provide redressal of customer grievancesAns) In our hotel we have a system called the GSTS thatis the GUEST SERVICE TRAFFIC SYSTEM Here all thecomplaints of all the customers are taken into accountand a meeting is held where these problems arediscussed and overcome If they are not at all satisfiedwith the service then we might then charge him half theamount of his original bill However such a situation hasnever arisen

Q) Do you offer membership facility to your customersAns) There are two types of customers one who come fora stay of just 5-6 days or a little more and those whobook our rooms for about 300-400 days The secondtype of customers is given a discount of about 40-50 The first type of customers is given a discount on thenumber of days they stay

Q) What are the different services provided to customersby your hotelAns) As you already know that for us CUSTOMER IS GODso we try to provide maximum possible satisfaction tothem So we have made a few policies for example whensomeone calls our hotel the calls are picked within threerings so that the customerrsquos donrsquot wait long this is beingintroduced in all our branches slowlyAlso services like giving the room service in less than 5minutes and the bed is arranged in less than 2 minutes

Q) According to you what is the main USP of your hotelAns) OUR NAME IS OUR MAIN USP we have justcompleted 100 years of our hotel (in 2003) Other thanthis to meet up with the competition we also provide freefacility handsome discounts and free break fast serviceto all our customers

Q) Are there any provisions for rewarding and punishingyour subordinatesAns) Yes of course If our employees are regular and haveshown improvement in their work they are given variousincentives and are also prompted to a higher post On theother hand they are also punished on making mistakesIf an employee is late more than 3 times in a month theirsalary is cut accordingly On any other mistake they arepunished by either fining them or by suspending themfor a few days

Q) What kind of structure is observed in yourorganisationAns) Basically Taj observes a tall structure as it is a verylarge organisation There are different levels ofmanagement viz top level middle level lower level Eachlevel has its own head Some of the positions arechairman managing director ass Manager supervisorworker etc This structure provides greater opportunitiesfor upward movement The best thing about thisstructure is that there is an indirect relation between allthe levels of management

Q) What pattern of communication is followedAns) Communication is an important aspect in everyorganisation So we give a lot of emphasis on it We try tomaintain a friendly relationship between oursubordinates so they can feel comfortablecommunicating with usQ) What kind of departmentalization does yourorganisation followAns) The departments in our organisation are divided onthe basis of their function The organisation is dividedinto various departments such as production marketing

finance human resource and development sales Eachdepartment has a senior manager under whom there aresubordinates Some of the departments are also dividedon the basis of the services given to the customers

Q) Any characteristic would you like to provide to us thatoutshines your organisationAns) Taj believes CUSTOMER IS GOD So we take carethat we serve our customers in the best possiblemannerTaj provides impeccable services and unparallelcomfort to their customers

Q) What kind of relationship do you share with yoursubordinatesAns) We share a strictly formal relationship between oursubordinates We have certain well defined rules andnorms and we have to follow those norms The relation isbasically impersonal non partial contractual andnon-intimate and of economic nature

GENERAL QUESTIONS -

Q) How many workers have been employed in your hotelIe TAJ MAHAL PALACE AND TAJ TOWERAns) We have more than 1100 workers employed on apermanent basis and about 200-250 workers employedon temporary basis

Q) How many rooms are here in your hotelAns) There are about 565 rooms in our hotel and there isalso a coffee shop that can accumulate more than 1900people

Q) In the initial stage what is the minimum pay given tothe employeesAns) The wage rate varies from department todepartment For example the person working at thetelephone department gets a pay of approx Rs-5500whereas a normal waiter gets about 1500 Rs in the start

Q) Do you provide housing facility to workers comingfrom out of townAns) We do provide housing facility to each and everyemployee in our hotel but its on the employee to usethis facility For this a small amount is deducted fromtheir salary In this way the employee gets this facility inabout 15th of the rate that they may pay outside

Q) Do you provide employees with on-the-job andoff-the-job trainingAns) Each and every employee gets training before weput him at work For example a person who wants tobecome a manager has to first undergo room servicetraining then laundry service and then the remainingdepartments

Q) What are the rules of your hotel regarding the jobsecurity of employeesAns) An employee first has to work for 1 year on trialbasis and he is given permanent status only after thishowever if is working exceptionally well then he would be

awarded with permanent status even if he has notcompleted 1 year

Q) How do you try and control employee absenteeismAns) In the first 6 months his daily salary will be cu if hebunks a days work but after that he I been given medicalleaves and concession leaves that is a days off in every 3months on his own wish

Q) If customer is not satisfied with the service then whataction is taken against that employeeAns) According to us CUSTOMER IS GOD so itrsquos butobvious that we have to take his complaint seriously Inthis case the employee is given a warning he will get atotal of 3 such warnings and after this he is asked togive a resignation

Q) Are there any social gatherings or annual get togetherfor the employeesAns) Yes we do have an annual get together for theemployees here all our employees from the top to thebottom from each and every branch of our hotel isinvited When the party is over each and every one ofthem is given a gift that varies according to his positionin our hotel

Q) Is job rotation followedAns) Complete job rotation is followed each and everyemployee should have an idea about every department

Q) What is your main target sector

Ans) we used to target the foreign sector initially butthese days due to the expansion of business we get morenumber of Indian customers In the month of sept-febend our hotel is completely full and most of ourcustomers are Indians

Q) What steps are taken for customer satisfactionAns) If the customer is a regular visitor or a VIP then weprovide him complete personal service We might keep awine bottle or few chocolates in their room also all theother important services are provided Here we mightalso give them a gift if their birthday comes on theirvisiting day

Q) How do you provide redressal of customer grievancesAns) In our hotel we have a system called the GSTS thatis the GUEST SERVICE TRAFFIC SYSTEM Here all thecomplaints of all the customers are taken into accountand a meeting is held where these problems arediscussed and overcome If they are not at all satisfiedwith the service then we might then charge him half theamount of his original bill However such a situation hasnever arisen

Q) Do you offer membership facility to your customersAns) There are two types of customers one who come fora stay of just 5-6 days or a little more and those whobook our rooms for about 300-400 days The secondtype of customers is given a discount of about 40-50 The first type of customers is given a discount on thenumber of days they stay

Q) What are the different services provided to customersby your hotelAns) As you already know that for us CUSTOMER IS GODso we try to provide maximum possible satisfaction tothem So we have made a few policies for example whensomeone calls our hotel the calls are picked within threerings so that the customerrsquos donrsquot wait long this is beingintroduced in all our branches slowlyAlso services like giving the room service in less than 5minutes and the bed is arranged in less than 2 minutes

Q) According to you what is the main USP of your hotelAns) OUR NAME IS OUR MAIN USP we have justcompleted 100 years of our hotel (in 2003) Other thanthis to meet up with the competition we also provide freefacility handsome discounts and free break fast serviceto all our customers

finance human resource and development sales Eachdepartment has a senior manager under whom there aresubordinates Some of the departments are also dividedon the basis of the services given to the customers

Q) Any characteristic would you like to provide to us thatoutshines your organisationAns) Taj believes CUSTOMER IS GOD So we take carethat we serve our customers in the best possiblemannerTaj provides impeccable services and unparallelcomfort to their customers

Q) What kind of relationship do you share with yoursubordinatesAns) We share a strictly formal relationship between oursubordinates We have certain well defined rules andnorms and we have to follow those norms The relation isbasically impersonal non partial contractual andnon-intimate and of economic nature

GENERAL QUESTIONS -

Q) How many workers have been employed in your hotelIe TAJ MAHAL PALACE AND TAJ TOWERAns) We have more than 1100 workers employed on apermanent basis and about 200-250 workers employedon temporary basis

Q) How many rooms are here in your hotelAns) There are about 565 rooms in our hotel and there isalso a coffee shop that can accumulate more than 1900people

Q) In the initial stage what is the minimum pay given tothe employeesAns) The wage rate varies from department todepartment For example the person working at thetelephone department gets a pay of approx Rs-5500whereas a normal waiter gets about 1500 Rs in the start

Q) Do you provide housing facility to workers comingfrom out of townAns) We do provide housing facility to each and everyemployee in our hotel but its on the employee to usethis facility For this a small amount is deducted fromtheir salary In this way the employee gets this facility inabout 15th of the rate that they may pay outside

Q) Do you provide employees with on-the-job andoff-the-job trainingAns) Each and every employee gets training before weput him at work For example a person who wants tobecome a manager has to first undergo room servicetraining then laundry service and then the remainingdepartments

Q) What are the rules of your hotel regarding the jobsecurity of employeesAns) An employee first has to work for 1 year on trialbasis and he is given permanent status only after thishowever if is working exceptionally well then he would be

awarded with permanent status even if he has notcompleted 1 year

Q) How do you try and control employee absenteeismAns) In the first 6 months his daily salary will be cu if hebunks a days work but after that he I been given medicalleaves and concession leaves that is a days off in every 3months on his own wish

Q) If customer is not satisfied with the service then whataction is taken against that employeeAns) According to us CUSTOMER IS GOD so itrsquos butobvious that we have to take his complaint seriously Inthis case the employee is given a warning he will get atotal of 3 such warnings and after this he is asked togive a resignation

Q) Are there any social gatherings or annual get togetherfor the employeesAns) Yes we do have an annual get together for theemployees here all our employees from the top to thebottom from each and every branch of our hotel isinvited When the party is over each and every one ofthem is given a gift that varies according to his positionin our hotel

Q) Is job rotation followedAns) Complete job rotation is followed each and everyemployee should have an idea about every department

Q) What is your main target sector

Ans) we used to target the foreign sector initially butthese days due to the expansion of business we get morenumber of Indian customers In the month of sept-febend our hotel is completely full and most of ourcustomers are Indians

Q) What steps are taken for customer satisfactionAns) If the customer is a regular visitor or a VIP then weprovide him complete personal service We might keep awine bottle or few chocolates in their room also all theother important services are provided Here we mightalso give them a gift if their birthday comes on theirvisiting day

Q) How do you provide redressal of customer grievancesAns) In our hotel we have a system called the GSTS thatis the GUEST SERVICE TRAFFIC SYSTEM Here all thecomplaints of all the customers are taken into accountand a meeting is held where these problems arediscussed and overcome If they are not at all satisfiedwith the service then we might then charge him half theamount of his original bill However such a situation hasnever arisen

Q) Do you offer membership facility to your customersAns) There are two types of customers one who come fora stay of just 5-6 days or a little more and those whobook our rooms for about 300-400 days The secondtype of customers is given a discount of about 40-50 The first type of customers is given a discount on thenumber of days they stay

Q) What are the different services provided to customersby your hotelAns) As you already know that for us CUSTOMER IS GODso we try to provide maximum possible satisfaction tothem So we have made a few policies for example whensomeone calls our hotel the calls are picked within threerings so that the customerrsquos donrsquot wait long this is beingintroduced in all our branches slowlyAlso services like giving the room service in less than 5minutes and the bed is arranged in less than 2 minutes

Q) According to you what is the main USP of your hotelAns) OUR NAME IS OUR MAIN USP we have justcompleted 100 years of our hotel (in 2003) Other thanthis to meet up with the competition we also provide freefacility handsome discounts and free break fast serviceto all our customers

Q) How many rooms are here in your hotelAns) There are about 565 rooms in our hotel and there isalso a coffee shop that can accumulate more than 1900people

Q) In the initial stage what is the minimum pay given tothe employeesAns) The wage rate varies from department todepartment For example the person working at thetelephone department gets a pay of approx Rs-5500whereas a normal waiter gets about 1500 Rs in the start

Q) Do you provide housing facility to workers comingfrom out of townAns) We do provide housing facility to each and everyemployee in our hotel but its on the employee to usethis facility For this a small amount is deducted fromtheir salary In this way the employee gets this facility inabout 15th of the rate that they may pay outside

Q) Do you provide employees with on-the-job andoff-the-job trainingAns) Each and every employee gets training before weput him at work For example a person who wants tobecome a manager has to first undergo room servicetraining then laundry service and then the remainingdepartments

Q) What are the rules of your hotel regarding the jobsecurity of employeesAns) An employee first has to work for 1 year on trialbasis and he is given permanent status only after thishowever if is working exceptionally well then he would be

awarded with permanent status even if he has notcompleted 1 year

Q) How do you try and control employee absenteeismAns) In the first 6 months his daily salary will be cu if hebunks a days work but after that he I been given medicalleaves and concession leaves that is a days off in every 3months on his own wish

Q) If customer is not satisfied with the service then whataction is taken against that employeeAns) According to us CUSTOMER IS GOD so itrsquos butobvious that we have to take his complaint seriously Inthis case the employee is given a warning he will get atotal of 3 such warnings and after this he is asked togive a resignation

Q) Are there any social gatherings or annual get togetherfor the employeesAns) Yes we do have an annual get together for theemployees here all our employees from the top to thebottom from each and every branch of our hotel isinvited When the party is over each and every one ofthem is given a gift that varies according to his positionin our hotel

Q) Is job rotation followedAns) Complete job rotation is followed each and everyemployee should have an idea about every department

Q) What is your main target sector

Ans) we used to target the foreign sector initially butthese days due to the expansion of business we get morenumber of Indian customers In the month of sept-febend our hotel is completely full and most of ourcustomers are Indians

Q) What steps are taken for customer satisfactionAns) If the customer is a regular visitor or a VIP then weprovide him complete personal service We might keep awine bottle or few chocolates in their room also all theother important services are provided Here we mightalso give them a gift if their birthday comes on theirvisiting day

Q) How do you provide redressal of customer grievancesAns) In our hotel we have a system called the GSTS thatis the GUEST SERVICE TRAFFIC SYSTEM Here all thecomplaints of all the customers are taken into accountand a meeting is held where these problems arediscussed and overcome If they are not at all satisfiedwith the service then we might then charge him half theamount of his original bill However such a situation hasnever arisen

Q) Do you offer membership facility to your customersAns) There are two types of customers one who come fora stay of just 5-6 days or a little more and those whobook our rooms for about 300-400 days The secondtype of customers is given a discount of about 40-50 The first type of customers is given a discount on thenumber of days they stay

Q) What are the different services provided to customersby your hotelAns) As you already know that for us CUSTOMER IS GODso we try to provide maximum possible satisfaction tothem So we have made a few policies for example whensomeone calls our hotel the calls are picked within threerings so that the customerrsquos donrsquot wait long this is beingintroduced in all our branches slowlyAlso services like giving the room service in less than 5minutes and the bed is arranged in less than 2 minutes

Q) According to you what is the main USP of your hotelAns) OUR NAME IS OUR MAIN USP we have justcompleted 100 years of our hotel (in 2003) Other thanthis to meet up with the competition we also provide freefacility handsome discounts and free break fast serviceto all our customers

awarded with permanent status even if he has notcompleted 1 year

Q) How do you try and control employee absenteeismAns) In the first 6 months his daily salary will be cu if hebunks a days work but after that he I been given medicalleaves and concession leaves that is a days off in every 3months on his own wish

Q) If customer is not satisfied with the service then whataction is taken against that employeeAns) According to us CUSTOMER IS GOD so itrsquos butobvious that we have to take his complaint seriously Inthis case the employee is given a warning he will get atotal of 3 such warnings and after this he is asked togive a resignation

Q) Are there any social gatherings or annual get togetherfor the employeesAns) Yes we do have an annual get together for theemployees here all our employees from the top to thebottom from each and every branch of our hotel isinvited When the party is over each and every one ofthem is given a gift that varies according to his positionin our hotel

Q) Is job rotation followedAns) Complete job rotation is followed each and everyemployee should have an idea about every department

Q) What is your main target sector

Ans) we used to target the foreign sector initially butthese days due to the expansion of business we get morenumber of Indian customers In the month of sept-febend our hotel is completely full and most of ourcustomers are Indians

Q) What steps are taken for customer satisfactionAns) If the customer is a regular visitor or a VIP then weprovide him complete personal service We might keep awine bottle or few chocolates in their room also all theother important services are provided Here we mightalso give them a gift if their birthday comes on theirvisiting day

Q) How do you provide redressal of customer grievancesAns) In our hotel we have a system called the GSTS thatis the GUEST SERVICE TRAFFIC SYSTEM Here all thecomplaints of all the customers are taken into accountand a meeting is held where these problems arediscussed and overcome If they are not at all satisfiedwith the service then we might then charge him half theamount of his original bill However such a situation hasnever arisen

Q) Do you offer membership facility to your customersAns) There are two types of customers one who come fora stay of just 5-6 days or a little more and those whobook our rooms for about 300-400 days The secondtype of customers is given a discount of about 40-50 The first type of customers is given a discount on thenumber of days they stay

Q) What are the different services provided to customersby your hotelAns) As you already know that for us CUSTOMER IS GODso we try to provide maximum possible satisfaction tothem So we have made a few policies for example whensomeone calls our hotel the calls are picked within threerings so that the customerrsquos donrsquot wait long this is beingintroduced in all our branches slowlyAlso services like giving the room service in less than 5minutes and the bed is arranged in less than 2 minutes

Q) According to you what is the main USP of your hotelAns) OUR NAME IS OUR MAIN USP we have justcompleted 100 years of our hotel (in 2003) Other thanthis to meet up with the competition we also provide freefacility handsome discounts and free break fast serviceto all our customers

Ans) we used to target the foreign sector initially butthese days due to the expansion of business we get morenumber of Indian customers In the month of sept-febend our hotel is completely full and most of ourcustomers are Indians

Q) What steps are taken for customer satisfactionAns) If the customer is a regular visitor or a VIP then weprovide him complete personal service We might keep awine bottle or few chocolates in their room also all theother important services are provided Here we mightalso give them a gift if their birthday comes on theirvisiting day

Q) How do you provide redressal of customer grievancesAns) In our hotel we have a system called the GSTS thatis the GUEST SERVICE TRAFFIC SYSTEM Here all thecomplaints of all the customers are taken into accountand a meeting is held where these problems arediscussed and overcome If they are not at all satisfiedwith the service then we might then charge him half theamount of his original bill However such a situation hasnever arisen

Q) Do you offer membership facility to your customersAns) There are two types of customers one who come fora stay of just 5-6 days or a little more and those whobook our rooms for about 300-400 days The secondtype of customers is given a discount of about 40-50 The first type of customers is given a discount on thenumber of days they stay

Q) What are the different services provided to customersby your hotelAns) As you already know that for us CUSTOMER IS GODso we try to provide maximum possible satisfaction tothem So we have made a few policies for example whensomeone calls our hotel the calls are picked within threerings so that the customerrsquos donrsquot wait long this is beingintroduced in all our branches slowlyAlso services like giving the room service in less than 5minutes and the bed is arranged in less than 2 minutes

Q) According to you what is the main USP of your hotelAns) OUR NAME IS OUR MAIN USP we have justcompleted 100 years of our hotel (in 2003) Other thanthis to meet up with the competition we also provide freefacility handsome discounts and free break fast serviceto all our customers

Q) What are the different services provided to customersby your hotelAns) As you already know that for us CUSTOMER IS GODso we try to provide maximum possible satisfaction tothem So we have made a few policies for example whensomeone calls our hotel the calls are picked within threerings so that the customerrsquos donrsquot wait long this is beingintroduced in all our branches slowlyAlso services like giving the room service in less than 5minutes and the bed is arranged in less than 2 minutes

Q) According to you what is the main USP of your hotelAns) OUR NAME IS OUR MAIN USP we have justcompleted 100 years of our hotel (in 2003) Other thanthis to meet up with the competition we also provide freefacility handsome discounts and free break fast serviceto all our customers