Scheduleforming part of the Balance Sheet - Domain-b

Annual Report 2007-2008
measurable information which is used for decision making. The GSTS form was redesigned based on guest feedback to capture
feedback on all touch points during a guest’s stay.
v. Tata Business Excellence Model:
This year, your Company has once again applied for the Tata Business Excellence Model (TBEM) Assessment. The feedback from
past assessments has gone a long way in helping your company improve its processes to deliver a robust business performance,
building a high sense of associate commitment in a high performance work culture.
vi. Accreditation Processes –
ISO 22000
Your company has taken the lead in the implementation of ISO 22000 (a food safety management system). This is an upgrade over
the earlier Hazard Analysis and Critical Control Point (HACCP) certifications. Several hotels were certified last year.
ISO 14000 / Environment Management System
The ISO has developed international environmental management standards which are known as the ISO 14000. ISO 14000
provides a framework for the development of an environmental management system and the supporting audit programme. Your
company is conscious of the role it plays in impacting the environment and has hence commenced implementation of ISO 14000.
Key Marketing Initiatives
Marketing Alliances
During the year your Company entered into some Marketing alliances. The key amongst those were the alliance with Okura Hotels
& Resorts, one of the largest international hotel groups in Japan, to develop cross-promotional opportunities for both companies
and to harness each other’s strengths in their respective markets of dominance.
During the year, your Company also tied up with several Airlines for their Frequent Flier loyalty program the key amongst them
being with Lufthansa, American Airlines and KLM. The alliance allows your company to have access to their data base and
thereby gives your company an opportunity to do a customized communication in their respective dominant markets. Members of
the frequent flyer tie-ups can earn miles for stay at all Taj properties. This association is in recognition to the rise of the world
traveler today, who is discerning and is extremely demanding of every offering. With associations of such nature, the Taj aims to
garner a lifetime connection with its guests and their families.
Your Company in collaboration with ICICI Bank and American Express launched the new ICICI Bank Ascent American Express®
Card. The Card is six times more rewarding for the consumer than the other leading credit cards in India. Consumers earn attractive
6 reward points per Rs 100 spent on dining, shopping, travel and overseas expenses. Additionally, there are exciting offers and
privileges to help customers save even as they prepare for that long awaited getaway. Your Company enhances the customer
experience by offering attractive privileges for the cardmembers including discounts on best available rates for stay at the
Company properties.
Your Company continues to promote its existing marketing alliances for the mutual benefit of both the partners.
Outlook
On the backdrop of a successful year, the outlook for the hotel industry in the coming year remains bullish. With the number of
tourist arrivals expected to go upto 10 million by 2010, the interest in India as a leisure destination has tremendously gone up. This
will drive tourist traffic into India. Further, the general economic conditions in most industrial sectors remain bullish for the coming
year. This will drive business travel into India which will benefit the hotel industry. Certain major events like the Commonwealth
Games planned in Delhi in 2010 would require addition to the inventory of rooms which would again help the hotel industry.
Your Company would aggressively pursue its strategy both in the domestic as well as the international market at different price
points from the Smart Basic Hotels to the luxury segments. With its leadership position in most markets in the luxury and leisure
segments, your Company expects to achieve sustainable and profitable growth in the coming years.
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