Human resource at taj palace
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Transcript of Human resource at taj palace
GROUP 1 Utkarsh Garg 121 Sangam Lalsiva 138 Sugandha Arora 140 Dhruv Mahajan 141 Manasvi Bansal 143
12-12-2012 1
The Indian Hotels Company Limited (IHCL) and its subsidiaries are collectively known as Taj Hotels Resorts and Palaces and is recognised as one of Asia's largest and finest hotel company.
Incorporated by the Tatas, the company opened its first property, The Taj Mahal Palace Hotel, Bombay in 1903.
IHCL operate in the luxury, premium, mid-market and value segments of the market through the following:
•Taj Luxury •Taj Exotoc •Taj Safari •Vivanta
Taj Hotels Resorts and Palaces comprises 93 hotels in 55 locations across India with an additional 16 international hotels in the Maldives, Malaysia, Australia, UK, USA, Bhutan, Sri Lanka, Africa and the Middle East
12-12-2012 2 IBE- Taj Palace- Front Office
1. A property of TATA and so has a strong brand image in the mind of customer.
2. Taj Palace provides high quality service rendering from room service to swimming pool to laundry to Wi-Fi internet service.
3. The employees are skilled and soft-spoken with a zeal and motivation to work.
4. They have created a database for the regular customers providing good after sale services .
1. Limited market share due to tough competition from international and domestic players.
2. Terrorist attacks left a question over the security.
1. Introduce better membership plans and discounts. 2. Upgrade to international methods of work
1. Other heritage properties depicting the great Indian culture.
2. Strong competition in the hotel industry with many hotels opening up or upgrading like Leela, Oberoi.
.
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Parent Company Indian Hotels Corporation
Category Hotels
Sector Tourism and Hospitality
Tagline/ Slogan India’s leading hospitality chain
USP Customer Relationship
Segment Leisure and business travellers
Target Group Upper class, business travellers
Positioning Prime location, luxury living with Indian values
Competitors
1. Leela Group of Hotels 2. Oberoi Hotels and Resorts 3. ITC Maurya
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OPERATING REVENUE
PRODUCING DEPARTMENTS
The departments performing different
operations for the organization directly
contributing to generation of revenue.
OPERATING NON-REVENUE
PRODUCING
DEPARTMENTS
The departments performing the
back-hand operations for the
organization that don't directly lead to
revenue generation.
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1. Maintenance
2. Legal Affairs
3. Accounts
4. HR
5. Miscellaneous
1. Accommodation
2. Food and
Beverages
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OPERATING REVENUE PRODUCING DEPARTMENTS
ACCOMODATION FOOD & BEVERAGES
SERVICE
•HOUSEKEEPING
SALES
•FRONT OFFICE
•PROMOTION AND
MARKETING
PRODUCTION
•KITCHEN
•CHEF
DEPENDING
UPON
RESTAURANT
SERVICE
•CAFE
•BAR
•BANQUET
•CLUB
•PRIVATE LOUNGE
•RESTAURANTS
•SILENTS AREAS
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FRONT OFFICE
COMMUNICATION LOBBY RESERVATIONS
BUSINESS
CENTER
CONCIERGE
DESK
CHECK-IN
SECTION
INFORMATION
SECTION
BILLS
SECTION
CASH
SECTION
PORTERS
LODGE
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Pre Arrival
On Arrival
During Stay Departure
Post Departure
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•Sales Department contacts perspective customers through ads, promotions and incentives. • Guest contacts the reservation for confirmation and to give advance payments (in some cases). •Reservations make sure the rooms are available at the date specified and do all the documentation work. •Travel Desk and Concierge assist the guest with pick up and travel assistance.
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Walk In Reservations
Determine Requirement
Determine Credibility
Determine availability
Determine whether to allot or not
Locate record
Confirmation
Check Details
Assign room
Escort to room 12-12-2012 11 IBE- Taj Palace- Front Office
Front Desk
Food & Beverage
Housekeeping
Spa
Travel Desk
Concierge
Business
Center
Communication
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•The guest vacates the room, receives an accurate statement of account for settlement, returns the room keys, and departs from the hotel. •The guest is also encouraged to give any type of feedback to the hotel staff. •The Travel Desk assists regular customers for an airport drop. •The front office determines whether the guest was satisfied with the stay and encourages the guest to return to the hotel – or another property in the chain.
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•The front office updates the room’s availability status and notifies the housekeeping department. •The final element of guest accounting is settlement of the guest’s account. •Once the guest has checked out, the front office can analyze data related to the guest’s stay. Front office reports can be used to review operations, isolate problem areas, where corrective action may be needed, and pinpoint out business trends. •Operation analysis can help managers establish a standard of performance which can be used to evaluate the effectiveness of front office operations.
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Front Office
Marketing & Sales
Food & Beverage
Human Resource
Housekeeping
Banquet
Deptt.
Security
Controller
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•Marketing and Sales Department The marketing and sales department relies on the front office to provide data on guest histories, details concerning each guest’s visit and also to get new business to the hotel. •Housekeeping Department Housekeeping and the front office communicate with each other about housekeeping room status, the report on the availability of the rooms for immediate guest occupancy. •Food & Beverage Department Estimate of the number of guests expected to register based on previous occupancy activities, and processing requests for paid-outs, forms used to indicate the amount of money paid out of the cashier's drawer on behalf of a guest.
•Human Resources Management Department The human resources management department may rely on the front office staff
to act as an initial point of contact for potential employees in all departments. It
may even ask the front office to screen job candidates.
•Security Department Communications between the security department and the front office are very
important in providing hospitality to the guest. These departments work
together very closely in maintaining guest security.
•Banquet Department The banquet department, which often combines the functions of a marketing
and sales department and a food and beverage department, requires the front
office to relay information to guests about scheduled events and bill payment.
•Controller The controller relies on the front office staff to provide a daily summary of
financial transactions through a well-prepared night audit. This information is
also used to measure management ability to meet budget targets.
12-12-2012 17 IBE- Taj Palace- Front Office
•Taj is serving its customers to its best and it is able to achieve 5-star ratings from a long period. •The processes are very efficient and speedy. •All the departments are well coordinated. •It is indeed a luxury hotel.
12-12-2012 18 IBE- Taj Palace- Front Office
FO department should use recycled paper or simply scan the ID’s of clients instead of wasting a new sheet of paper every time.
The Fidelio software is not able to meet up the work load of the department, hence they should switch to Opera.
They should increase the number of rooms on account of increase in traffic at Taj.
They should hire more staff for FO department.
12-12-2012 19 IBE- Taj Palace- Front Office
12-12-2012 20 IBE- Taj Palace- Front Office
Mr. Sidhant Arora Front Office Executive- Taj Palace 9958634984
Mr. Gursharan Singh Front Office Executive- Taj Palace 8130868147