BEFORE STARTING WITH OUR PROJECT HERE ARE SOME FACTS ABOUT TAJ ...

DO U KNOW?

TAJ MAHAL PALACE HOTEL has completed 100 years in the year 2003, and is the oldest 5 star hotel in our country.

Tajs name was kept TAJ as MR. Jamsetji Nusserwanji Tata wanted to make his customers feel as if they are

staying in a royal palace; this is probably the reason why the interiors of TAJ MAHAL PALACE are like the one found inside a palace.

For more than 100 years, we have acquainted guests with the living heritage of India - and a legendary experience in hospitality. It began on December 16, 1903, when Jamsetji Nusserwanji Tata opened Tajs first hotel, the Taj Mahal Palace & Tower, Mumbai. This grand hotel epitomized a philosophy that still holds true today: provide impeccable service and unparalleled facilities so every stay is a memorable one. A part of the Tata Group of companies www.tata.com, India's premier business house, Taj Hotels Resorts and Palaces comprises 56 hotels in 39 locations across India with an additional 17 international hotels in the Maldives,

Mauritius, Malaysia, Seychelles, UK, USA, Bhutan, Sri Lanka, Africa, and the Middle East. Over the years, Taj has won international acclaim for its quality hotels and its excellence in dining, business facilities, interiors, and world-class, personalized service.

In India, Taj is recognized as the premier hospitality provider, spanning the length and breadth of the country, and gracing important industrial towns and cities, beautiful beaches, historical and pilgrim centers, and wildlife destinations.

HISTORY OF TAJ:Billed by the Times, London as the finest hotel in the East, the Tajs first hotel, the Taj Mahal Palace & Tower, Mumbai was perhaps the only place in the world where a British

Viceroy could rub shoulders with an Indian Maharajah, where the Congress could debate with right wing leaders, and where sailors on shore leave could flirt with the Pompadour Follies. Built at the cost of a quarter of a million pounds, the hotel introduced a series of firsts that set new benchmarks in Indian hospitality. Over the years, the Taj brought into Bombay, Professors of Dance Mademoiselle Singy to raise temperatures and a few eyebrows with the Tango, the first air-conditioned ballroom to cool things down, the first cold storage, the first licensed bar, and more. The changing decades ushered in new tastes and newer guests including Mick Jagger, Steven Spielberg, and David Rockefeller, to name a few. From Nobel laureates to rock stars, fashion divas, to oil-rich sheiks, Taj represented a global village long before the term was to become a clich. Even today, a hundred years on, guests will find Taj taking luxury to greater heights in all its hotels around the world including business capitals, fairy-tale palaces, on secluded islands, in private yachts, aboard executive jets, and amidst spas and resorts. Still, as the discerning traveller will note, a little ahead of its time.

How does TAJ provide services to its customers?

According to TAJ, CUSTOMER IS GOD. So they see to it that they serve their customers in the best possible manner. The following steps are taken by TAJ to serve their customers:-

TAJ has a system known as the G.S.T.S i.e. the GUEST SERVICE TRAFFIC SYSTEM. In this system all the complaints of the customers are filled using computer software. A separate committee is appointed which goes through the systems to check out all the complaints that are filled in by the customers. There is a meeting at the end of the month where these complaints are discussed by this committee, so that in future these complaints dont happen again.

 The people in TAJ dont like to keep their customers waiting, therefore whenever one calls TAJ for some work; their call is picked up within 2 rings by the person sitting at the telephone department. Also the room service like the cleaning of bed etc, is also done in a period of 3-4 minutes. TAJ also provides free pickup and drop services to all its customers. Suppose if a customers birthday comes during his/her stay in TAJ, then he is given a wine bottle and few chocolates by TAJ.

EMPLOYEES OF TAJ :-

These needs are the basic needs of food, clothing, shelter etc, which have to be fulfilled b y an individual. An individual will be able to fulfill these needs only if he has adequate

money with him. Taj helps to satisfy these needs in the following ways:-

Taj provides employment to more than 1,500 people (including people employed on permanent and temporary basis) and gives them a good pay depending upon their post. Most of the employees working in TAJ come from different parts of the country and find it difficult and expensive to get accommodation, TAJ provides them with housing facilities by just deducting a small amount from their salary. The houses provided are decently sized and well maintained and also differ from post to post. Taj also provides uniform (blazers) to all its employees. They are given a new set of uniform every six months. Since the employees have a shift of 8 hours a day, Taj also provides them with meals depending upon which shifts they work on. The quality of the food is equivalent to the food provided to the guests.

 In case of job security an employees job is not secured for the first year. However if the management is satisfied with his job, an employees job might be secured even before he completes 12 months. In case of a trainee there is no job security provided. But if the management is satisfied with his job they might offer him a job in their hotel.

In case of physical security they provide them with benefits like medical insurance, life insurance at the discretion of the employee. This is because to avail these facilities a minimum pay is deducted from their salary . The employees are allowed to have their meals in groups, for example if there are ten people working on a shift there may be groups of 4 who lunch at one given time. This helps them to form informal groups. However these informal groups are made amongst the employees of the same level. In Taj there is also an annual social gathering where all the employees from the top to the bottom are invited. Also each and every employee is given a gift when they leave, and the gift differs from post to post.

 PROMOTION:In Taj , promotion is strictly given on the basis of merit. Here the things like experience and influence doesnt come into account. If one is capable then he will be promoted.

 RECOGNITION:Employees are considered important in Taj, and are recognized for their job. In case , if an employees performance is exceptionally good in the past year he is awarded a certificate along with some cash incentives. Also if an employee has given long years of service he is given a momentum from Taj.

JOB ROTATION:In the hotel industry, job rotation is followed on a large scale. This is done so that an employee can exel in each and every department. An employees job is not rotated unless he has proven himself in a particular department. Therefore when an employee is rotated from one department to another there is an ego boost as he feels that the management has appreciated his work and feel that he is capable of doing something more.

JOB ENRICHMENT& ENLARGEMENT

In the hotel industry, job enrichment and enlargement is not followed as they feel that if an employee is capable of handling additional responsibilities then he is directly promoted.

Important Milestones in the History of Taj:

1903: Created history with the opening of The Taj Mahal Palace Hotel, Bombay (Mumbai) Indias first Luxury hotel 1971-72: Pioneered the concept of authentic Palace Hotels in the country with the Rambagh Palace in Jaipur, the Palace of the Maharajah of the esrtswhile state of Jaipore. 1974: Conceptualized the unique beach resort at Fort Aguada, Goa built within the walls of a Portuguese fort overlooking the Arabian Sea 1978-82: Taj launched in Delhi with its luxury hotel Taj Mahal Hotel on No. 1 Man Singh Road and then prepared India for the Asian Games by setting up Taj Palace, Delhi with the largest convention centre in the country 1982: Taj established a presence in the Western Hemisphere with the historic St. James Court Hotel

near Buckingham Palace, London 1984-92: Well before these destinations became world renown for their beauty, Taj expanded to Kerala and Sri Lanka 1992-97: Rolled out Business Hotels in key cities and towns across the country, branded as Taj Residency hotels 2000: Consolidated its position as the largest chain in India with hotels in Ahmedabad and Hyderabad, the latter city being a joint venture with GVK Hotels resulting in a dominant position in the market for premium and luxury hotel rooms 2002: The new Taj Exotica Resort & Spa, Maldives, within six months of its launch, was awarded the title of "The Best Resort in the World" in the first ever Harpers and Queen Travel Awards

TAJ HOTELS:From world-renowned landmarks to modern business hotels, and idyllic beach resorts to authentic Rajput palaces, each Taj hotel offers an unrivalled combination of warm Indian hospitality, contemporary, efficient service, and modern luxury. Taj Hotels, Resorts, and Palaces are organized into three categories: Luxury, Leisure and Business.

Taj Luxury Hotels Taj Leisure Hotels Taj Business Hotels

Taj Luxury Hotels

The Embodiment of True Indian Hospitality Taj Luxury Hotels capture the essence of the Taj experience and are synonymous with lavish accommodations and unrivalled service. With vantage locations in every city, each hotel offers luxuriously appointed suites and rooms, gourmet specialty restaurants and bars, state-of-the-art business facilities, modern fitness centres, rejuvenating spas, and well equipped banquet and meeting facilities.

Taking Guests Back to the Age of Refinement and Fairytale Beauty Taj Luxury Hotels also encompass authentic palaces. Transporting guests back to the age of kings and courtesans, these exquisite buildings resplendent with domes, terraces, carved pillars, and archways built in the true royal style?have recently been refurbished with modern luxuries. To heighten the authentic palace experience, a team of butlers serves guests in the kind of style that a maharaja would have offered his guests.

Fine Dining that Stands Apart

A distinctive feature of the Taj Luxury Hotels is the trend setting, award-winning restaurants and bars that serve a wide variety of cuisines from across the globe. From contemporary Pan Indian cuisine to East Mediterranean, Chinese, Vietnamese cuisine, the restaurants at Taj are setting benchmarks for an outstanding culinary experience.

Members of the Leading Hotels of the World, Ltd.

The following hotels are members of the Leading Hotels of the World, Ltd.:

The Taj Mahal Palace & 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 are part of the Leading Small Hotels of the World, Ltd.: Taj Lake Palace (Udaipur) Rambagh Palace (Jaipur) Umaid Bhawan Palace (Jodhpur) Taj Exotica Resort & Spa (Maldives)

Taj Leisure Hotels

Escape the Ordinary at Our Leisure Hotels Taj Leisure Hotels include idyllic beach resorts, genuine palaces, turn-of-the-century garden retreats, and historic and pilgrim centres. Showcasing the best of every

destination, Taj Leisure Hotels are replete with adventure, romance, comfort, and style.

Offering a Holiday to Remember :Taj Resort Hotels offer delightful rooms by the sea, restaurants that serve the freshest catch of the day, the latest water sports facilities, tennis courts, freshwater swimming pools, spas, and travel assistance. Taj Garden Retreats are a great escape in the midst of nature, offering restored colonial architecture, gracious rooms with a view of exquisitely landscaped gardens and a wonderful atmosphere of peace and calm. Other Leisure Hotels echo the countrys rich and varied past, and are located in close proximity to the focal points of Indian art, culture and history.

Fun the Whole Family Can Enjoy:Taj Leisure Hotels are a complete family destination offering a wide variety of activities for all age groups. For the young members of the family, Taj Leisure Hotels offers exciting, fun-filled holidays that provide the best in children activities ranging from sports, culture, environment, adventure, music, and entertainment. Parents can relax throughout their holiday by leaving their children in the care of the hotel staff, which will make sure that the younger

guests have a holiday to remember.

Well Equipped for the Perfect Escape:Taj Leisure Hotels offer everything from comfortable rooms with a view, friendly efficient service, specialty restaurants and lively bars, telecommunication facilities such as Internet connectivity, well equipped business centres, conference facilities, and banquet areas. Other features include swimming pools, casual dining restaurants, fitness centres, travel assistance, spas, various sightseeing options, backwater cruises, and much more. The restaurants offer an array of delectable Indian and world cuisines. Some recipes from homes in the region often go back two to three generations.

The Fine Art of Relaxation:The Taj Leisure Hotels also promise a whole new experience of tranquillity and total wellness. At the Spas, Ayurveda, yoga, meditation, and herbal knowledge come together to create a holistic experience in harmony with its

location.

Leading the Industry with Innovation:Taj Business Hotels are witnessing a new spirit of change. Recognising the evolving needs of its guests, Taj Business Hotels are in the process of rolling out an enhanced product offering across its hotels. Extensive research has been conducted across the country to understand the needs of guests to create a product offering that will set the benchmark for business hotels in India.

MANAGEMENT:-

Mr. Raymond Bickson Managing Director CEO. Mr. Anil P. Goel Sr. Vice President Finance Mr. Ajoy K. Misra Sr. Vice President Sales & Marketing

&

Mr. Franz Zeller Sr. Vice President & Chief Operating Officer Taj Luxury Hotels International Mr. Abhijit Mukerji Chief Operating Officer Taj Luxury Hotels India Ms. Jyoti Narang Chief Operating Officer Business Hotels Division Mr. Jamshed S. Daboo Chief Op. Officer.

Mr. Prakash V. Shukla Sr. Vice President Technology & Chief Information Officer Mr. Yogi Sriram Sr. Vice President.

Mr. Raymond Bickson Managing Director & Chief Executive Officer

Raymond Bicksons experience in hospitality spans thirty years and four continents. In January 2003, Mr. Bickson moved to India and joined the Board as Executive Director & Chief Operating Officer of Taj Luxury Hotels, overseeing the operations of all luxury properties and playing a key role in the global expansion and development of future hotels. He assumed the role as Managing Director & Chief Executive Officer of the Indian Hotels Company Ltd in July 2003. An American national, Mr. Bickson attended the cole Htelire Lausanne in Switzerland and Advanced Management Program at Harvard Business School. He was voted one of the Top 10 Best Hotel Managers by Leaders Magazine from 1997-2002 and as the Best Hotelier in the World by the Gallivanters Guide in 2002 and holds numerous awards in the industry.

Anil P. Goel

Senior Vice President, Finance

Anil Goel is charged with the task of overseeing the Taj Groups finance, mergers and acquisitions, purchase and audit functions. With over 22 years of experience in the Tata Group in various financial roles, including Chief Financial Officer of Tata Tea, he brings a unique understanding of fiscal responsibility to Taj. Anil is also a former member of the Board of Tata NYK Transports Systems Ltd, Watawala Plantations Ltd and Tata Coffee Ltd., as well as the former Principal Ethics Officer of Tata Tea Ltd.

Ajoy K. Misra Senior Vice President, Sales and Marketing

In his 24 years with the Taj Group, Ajoy Misra has worked in various capacities, from sales and marketing to operations. Ajoy joined the Taj in 1980 in the Corporate Sales and Marketing Department through the Tata Administrative Services. He served as General Manager of the Taj President Hotel in Mumbai and Area Director in the Sri Lanka and Maldives regions. Today, Ajoy represents Taj in industry organizations such as the World Travel and Tourism Council, India Initiative (WTTC), World Tourism Organisation (WTO), Hotel Association of India (HAI), Bombay

Chamber of Commerce and Industry, and the Confederation of Indian Industry (CII).

Prakash V. Shukla Senior Vice President, Technology and Chief Information Officer
With over 20 years experience in the information technology industry, Prakash Shukla brings valuable expertise to the expanding network of Taj Hotels. He is currently responsible for total IT deployments at the Taj Group and is on MDs management committee. With a background in some of the industrys most venerable corporationsUnisys / Sperry and IBMPrakash has provided IT solutions for numerous clients: Morgan Stanley, Goldman Sachs, Citigroup, and Solomon Smith Barney. An American national, Mr. Shukla is a graduate of Rutgers University with degrees in Electrical Engineering and English, and New York Polytechnic University with a Master's degree in Computer Science. Mr. Shukla attended the Advanced Management Program at Harvard Business School.

Yogi Sriram Senior Vice President, Human Resources

Yogi Sriram has over 28 years of experience in Human Resources Development. He has lead the HR function in Asea Brown Boveri Limited, Dabur India Limited and Larsen & Toubro Limited, one of Indias largest conglomerates as Vice President Corporate Human Resources. Before joining Taj Hotels Resorts and Palaces, he was H.R. Director (Africa, Middle East, Turkey & South Asia) with BP (British Petroleum). Talent management and change management are his interest areas to which he has successfully contributed in leadership roles in very large organizations.

Franz Zeller Sr. Vice President & Chief Operating Officer Taj Luxury Hotels International

Franz Zeller joined The Indian Hotels Company Limited as Senior Vice President & Chief Operating Officer, in November 2003. Previously he was Senior Vice President Middle East & North Africa, Millennium Hotels & Resorts and prior to that Senior Vice

President Operations, Asia Pacific & General Manager for the same Group.

Abhijit Mukerji Chief Operating Officer, Taj Luxury Hotels India

Abhijit Mukerji manages a portfolio of the thirteen Taj Luxury Hotels in India, which consists of landmark hotels in key metro cities including the groups flagship hotel, The Taj Mahal Palace & Tower, Mumbai, historic royal Palaces, and luxury residences. Mr. Mukerji is an alumnus of Cornell (Essec) and Harvard Business School, and has a flair for European languages.

Jyoti Narang Chief Operating Officer

Business Hotels
In a career spanning 23 years with Taj Hotels, Jyoti Narang has held a variety of positions, from sales and marketing to operations. Currently, she serves as Chief Operating Officer of the Business Division of the Taj Hotels, Resorts & Palaces. Located at the nerve centers of Indias emerging industrial and business cities and towns of India, Tajs 18 Business Hotels maintain the highest standards in all the services they offer .

The Tajs legendary hospitality has been taken to a allnew level: The skies above. TajAir is an executive jet service that offers you a luxurious experience in the comfort of your very own aircraft. When you fly TajAir, you have a choice of two Falcon 2000 aircrafts. They conform to international safety standards, seat eight passengers and are designed by Dassault Aviation

of France. Visit www.tajaironline.com to find out more or book a private luxury jet for your next trip .

Inditravel was formed in 2002, post the acquisition of the 18 year old agency Stallion Travel Services Pvt. Ltd. by The Indian Hotels Company Limited.
Headquartered in Mumbai, with branches in 34 locations across India, Inditravel is a professionally managed travel agency providing total travel management solutions. Affiliated to IATA, UFTAA, PATA, TAAI and the Department of Tourism, India. Inditravel offers the following services:

International air ticketing Domestic air ticketing Rail ticketing

Hotel Bookings Car Rentals Visas Passport Assistance Foreign Exchange Assistance

Questionnaire details:TAJ MAHAL & TAJ TOWER

HUMAN RESOURCE DEPARMENT HEAD- MR. K.S.Srinivasan

NAME OF EMPLOYEE

POST

MR. JOSHUA MANAZEES MRS. RENUKA CHAUDHARI

TRAINEE (TEMPORARY EMPLOYEE) EXECUTIVE HOUSEKEEPER

MR. ABRAHIM MR. GEORGE KENVILLA MR. RAMOND BENKSON FOOD AND BEVERAGE EXECUTIVE FRONT OFFICE MANAGER EXECUTIVE OF LUXURY DINING

Questions asked to Mr. K.S.Srinivasam:-

Q)How long back was this organisation established? Ans) This organisation was started on December 16, 1903. Since then Taj hotels have completed over 100 years .

Q) Who started this organisation? Ans) This organisation was started by Jamsetji Nusserwanji Tata. The name of the organisation comes from his name.

Q) Is it a formal or an informal organisation? Ans) It is a formal organisation. Here a group of people work together under an authority towards common goals that mutually benefit each other. Our organisation has a system of well defined jobs, each having clearly defined authority responsibility. We have a large set of rules, regulations and systems.

Q) What type of organisation is it? Ans) It is an economic organisation as it provides services of value to its customers in the society.

Q) In what way would you differentiate Taj from other organisations? Ans) Even today there are organisations who follow traditional methods of working. But it is not so here. Due to

rapid societal, economic, global & technological changes, we try new ways of getting our work done like having employees participation in decision making and being more customer oriented.

Q) Is there any particular knowledge or qualification required to start this business? Ans) Taj is a very huge organisation. In order to start a hotel one obviously needs to have large funds. One needs to have complete knowledge in hotel management, sourcing of raw materials & should also be aware of the financial aspects of the business.

Q) What characteristics according to you reflect the culture of Taj? Ans) According to me Taj is an organisation which is a reflection of the top management. Our organizational culture reflects the philosophy and actions of the top management. One more characteristics is that, our organizational members accept its culture voluntarily. They may notembrace it but they need not explain it.

Q) What kind of culture is reflected by Taj as an organisation? Ans) The culture reflected by Taj as an organisation is role culture. In this appointment is done on the basis of the ability of the persons to carry out their functions satisfactorily. The departments are assigned specific functional roles and the work is governed by authority, structure and a set of procedures. The departments follow certain mechanisms and rules for decision-making and resolving conflicts.

Q) What function or what purpose does this culture serve? Ans) The culture helps in the selection of entry level personnel i.e. we are highly selective about the people we hire. We always hire employees who have values essentially consistent with of their organisation. Due to organizational

culture many organisations make deliberate efforts to teach their employees certain core values.

Q) Is this culture subject to any changes? If yes, what factors lead to these changes? Ans) This culture is relatively stable but can be changed. As we are in hotel business, our culture is subject to changes sometimes. There can be change in the culture when the hotel is taken over by a new leader i.e. the top level management. Sometimes even the characteristic of the employee brings about a change in the culture.

Q) Are there any provisions for rewarding and punishing your subordinates? Ans) Yes of course! If our employees are regular and have shown improvement in their work they are given various incentives and are also prompted to a higher post. On the other hand, they are also punished on making mistakes. If an employee is late more than 3 times in a month, their salary is cut accordingly. On any other mistake they are punished by either fining them or by suspending them for a few days.

Q) What kind of structure is observed in your organisation? Ans) Basically Taj observes a tall structure as it is a very large organisation. There are different levels of management viz. top level, middle level, lower level. Each level has its own head. Some of the positions are chairman, managing director, ass. Manager, supervisor, worker etc. This structure provides greater opportunities for upward movement. The best thing about this structure is that there is an indirect relation between all the levels of management.

Q) What pattern of communication is followed? Ans) Communication is an important aspect in every organisation. So we give a lot of emphasis on it. We try to maintain a friendly relationship between our subordinates so they can feel comfortable communicating with us. Q) What kind of departmentalization does your organisation follow? Ans) The departments in our organisation are divided on the basis of their function. The organisation is divided into various departments such as production, marketing, finance,

human resource and development, sales. Each department has a senior manager under whom there are subordinates. Some of the departments are also divided on the basis of the services given to the customers.

Q) Any characteristic would you like to provide to us that outshines your organisation. Ans) Taj believes CUSTOMER IS GOD. So we take care that we serve our customers in the best possible manner.Taj provides impeccable services and unparallel comfort to their customers.

Q) What kind of relationship do you share with your subordinates? Ans) We share a strictly formal relationship between our subordinates. We have certain well defined rules and norms and we have to follow those norms. The relation is basically impersonal, non partial, contractual, and non-intimate and of economic nature.

GENERAL QUESTIONS :-

Q) How many workers have been employed in your hotel? I.e. TAJ MAHAL PALACE AND TAJ TOWER? Ans) We have more than 1100 workers employed on a permanent basis, and about 200-250 workers employed on temporary basis.

Q) How many rooms are here in your hotel? Ans) There are about 565 rooms in our hotel and there is also a coffee shop that can accumulate more than 1900 people.

Q) In the initial stage what is the minimum pay given to the employees? Ans) The wage rate varies from department to department. For example the person working at the telephone department gets a pay of approx Rs-5,500 whereas a normal waiter gets about 1500 Rs in the start.

Q) Do you provide housing facility to workers coming from out of town? Ans) We do provide housing facility to each and every employee in our hotel, but its on the employee to use this facility. For this a small amount is deducted from their salary. In this way the employee gets this facility in about 1/5th of the rate that they may pay outside.

Q) Do you provide employees with on-the-job and off-thejob training? Ans) Each and every employee gets training before we put him at work. For example a person who wants to become a manager has to first undergo room service training then laundry service, and then the remaining departments.

Q) What are the rules of your hotel regarding the job security of employees? Ans) An employee first has to work for 1 year on trial basis and he is given permanent status only after this, however if is working exceptionally well then he would be awarded with permanent status even if he has not completed 1 year.

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

Q) If customer is not satisfied with the service then what action is taken against that employee? Ans) According to us CUSTOMER IS GOD, so its but obvious that we have to take his complaint seriously. In this case the employee is given a warning, he will get a total of 3 such warnings, and after this he is asked to give a resignation.

Q) Are there any social gatherings or annual get together for the employees? Ans) Yes we do have an annual get together for the employees, here all our employees from the top to the bottom, from each and every branch of our hotel is invited. When the party is over each and every one of them is given a gift that varies according to his position in our hotel.

Q) Is job rotation followed? Ans) Complete job rotation is followed; each and every employee should have an idea about every department.

Q) What is your main target sector? Ans) we used to target the foreign sector initially but these days due to the expansion of business we get more number of Indian customers. In the month of sept-feb end our hotel is completely full, and most of our customers are Indians.

Q) What steps are taken for customer satisfaction? Ans) If the customer is a regular visitor or a VIP then we provide him complete personal service. We might keep a wine bottle or few chocolates in their room, also all the other important services are provided. Here we might also give them a gift if their birthday comes on their visiting day.

Q) How do you provide redressal of customer grievances? Ans) In our hotel we have a system called the G.S.T.S that is the GUEST SERVICE TRAFFIC SYSTEM. Here all the complaints of all the customers are taken into account and a meeting is held where these problems are discussed and overcome. If they are not at all satisfied with the service then we might then charge him half the amount of his original bill. However such a situation has never arisen.

Q) Do you offer membership facility to your customers? Ans) There are two types of customers one who come for a stay of just 5-6 days or a little more and those who book our rooms for about 300-400 days. The second type of

customers is given a discount of about 40-50 %. The first type of customers is given a discount on the number of days they stay.

Q) What are the different services provided to customers by your hotel? Ans) As you already know that for us CUSTOMER IS GOD so we try to provide maximum possible satisfaction to them. So we have made a few policies, for example when someone calls our hotel the calls are picked within three rings so that the customers dont wait long, this is being introduced in all our branches slowly. Also services like giving the room service in less than 5 minutes and the bed is arranged in less than 2 minutes.

Q) According to you what is the main USP of your hotel? Ans) OUR NAME IS OUR MAIN USP, we have just completed 100 years of our hotel (in 2003). Other than this to meet up with the competition we also provide free facility, handsome discounts and free break fast service to all our customers.