Scheduleforming part of the Balance Sheet - Domain-b

The Indian Hotels Company Limited
32
measures are taken to enhance service delight, Empower - to recognize employees for acts of empowerment and Joy at Work
activities to energize employees.
Several Service Excellence initiatives were taken during the year. These included focus on processes/systems by continuously
increasing the number of Tata Business Excellence Model certified internal/ external assessors resulting in the process orientated
work culture. This has again resulted in consistency in service delivery and enhanced guest interaction. Besides the above, the
other areas of focus which has resulted in Service Excellence include Competency Assessment Model for all operational staff with
focus on training need identification leading to enhanced service experience, cross exposure training programme, international
talent swaps, individual development swaps, food & beverage bench marking exercise for senior managers and chefs resulting in
awareness in global F & B trends and corporate chefs competition called the “Dish of the month” to innovate and enhance the
quality of food resulting in innovation in F & B offerings leading to enhanced guest experience.
Business Excellence
i. Brand Standards –
Two major changes in the hospitality industry in India are intensive competition from other hotel chains and the emergence of a
more demanding and discerning customer.
Creation of Brand Standards
The Business Excellence Team partnered with Hotel Operations Teams to -
� Ensure consistent brand standards based on international benchmarking
� Monitor and measure customer satisfaction to bring about sharper customer focus and implement service improvements.
� Explore the latest trends in hospitality for absorption / implementation into the group.
� Update operating manuals for all brands, products and services.
In your Company’s quest to benchmark against the world’s finest hotels, it partnered with an internationally acknowledged expert
on hotel experiences to refine the Taj Luxury Experience Standards, thus enabling it to establish a unique identity in its endeavor
to clearly differentiate the Taj brand.
World-class trainers trained associates in competencies such as personal butler services, concierge, sommeliers and bartenders.
Taj fosters and encourages associate engagement in improving processes and procedures to ensure guest delight. This is
reflected in the Process Improvement Teams deployed across the organization. These teams meet, analyze and implement
improvements in operational processes to impact guest satisfaction positively.
ii. Mystery Shopper Audits –
Mystery Shopper Audits continued to help your company improve associate guest service awareness by the use of audits and
detailed narratives. These audits provided an unbiased opinion of how your company is perceived by it’s guests and uniquely
assesses each moment of truth.
iii. Customer Feedback System (CFS) –
The Customer Feedback System was further refined to capture guest feedback from multiple channels. An advanced CFS data
warehouse now provides sharper and more insightful data to all user departments thus ensuring that guest feedback drives
improvement. The system is functional at hotels across the organization, including international locations and sales & marketing
offices.
iv. Guest Satisfaction Tracking System (GSTS) –
The online GSTS survey allows guests to record their feedback on the entire gamut of products and services being offered by Taj
Hotels, at the convenience of the guests. GSTS includes extensive evaluation parameters pertaining to ALL aspects of a resident
guest’s experience at the hotel. These evaluation parameters have been designed to translate guest expectations into tangible,