Analysis of Mission, Vision

and Values of Hotel

Industry

The Taj Group of Hotels.

Oberoi Hotel
ITC Group of Hotels

Overview
Mission, Vision Statement and
its Analysis
Line of Activities

Overview of TAJ
Incorporated by the founder of the Tata Group, Mr.

Jamsetji N. Tata, the company opened its first

property, The Taj Mahal Palace Hotel, Bombay in 1903.
The Taj, a symbol of Indian hospitality, completed its
centenary year in 2003.
The Indian Hotels Company Limited (IHCL) and its
subsidiaries are collectively known as Taj Hotels
Resorts and Palaces and is recognized as one of Asia's
largest and finest hotel company.
Taj Hotels Resorts and Palaces comprises 66 hotels in
42 locations across India with an additional 16
international hotels in the Maldives, Malaysia,
Australia, UK, USA, Bhutan, Sri Lanka, Africa and the
Middle East.

Mission Statement
"Embrace talent and harness expertise to
leverage standards of excellence in the
art of hospitality to grow our
international presence, increase
domestic dominance, and create value
for all stakeholders."

VISION
Environmental Awareness
and Renewal at Taj Hotels
The Taj Group of Hotels commits itself to

the
overall
improvement
ecological environment.

of

the

It is our endeavor not only to conserve

and protect but also to renew and

regenerate the environment in which we
live and operate.

Positive Aspects
Corporate governance
The Taj People Philosophy
Environment
expansion plans

Negative Aspects
Negligible mention about consumer
satisfaction

Analysis
Vision Statement
Indian

Hotels Company limited(Taj Hotels Resorts and

palaces) states its vision in the statement taken from their
initiative called EARTH
Environment Awareness and Renewal at Taj
Hotels
The focus of the company is on its sustainability not only in
terms of financial performance which would allow it to
create wealth for stakeholders but also of environment that
we are all a part of.
It wants to ensure that all their action related to their
products, services, associates, partners, vendors and even
community are in the direction of its vision.
The company places profitability in long term over profits in
the short term

Analysis Cont
Mission Statement
It suggests that the objective is of wealth maximisation in the

long run which it wants to achieve by increased market

share.
By presence in the international markets and higher
dominance in the domestic market sustainability for the
future is ensured
The company wants to be growing into new market and set
up new hotels around the world for all price segments
It also understands the importance of HR in the industry and
embraces talent and harness expertise in them
With such a long term view of actions they want to ensure
value creatino for all the stakeholdersnot only for the present
but future as well.

Balanced Score Card

Taj Group of hotels has taken up a balanced scorecard

project in order to systematically deploy the organisations

strategic objective uniformly across all its hotels
The project is intended to provide a complete visibility of
companys strategic objective for all levels of
management
The key strategic objectives are captured in the BSC and
cascaded across the units & departments. All the SBU
scorecards are aligned with the corporate scorecard, as
well as the HR & Sales & Marketing scorecard.
From four perspectives of Balanced Score Card we can
figure out how business activities are aligned with the
vision and strategy of the firm

Learning and Growth

The IHCL recognises the importance of HR
It spends around a quarter of its expenses on

staff costs that includes Training and

Development of employees apart from
salaries
The companys annual report mentions that
many other initiatives such as Online learning
Management System to groom their frontline
assosciations and a Top Management Trainnig
programmme are taken up

Business Process
In the last few years IHCL has undertaken a number of

steps to significantly enhance service levels to be in

line with the best in class.
IHCL has constantly benchmarked itself with the key
international luxury chains and strived to raise the bar.
IHCL's service excellence philosophy, has at its core,
delivery through our people, processes and culture.
Services such as Butler service, Concierge, Car hire etc.
have all been designed to suit needs of the customers
and has resulted in a steep change in service levels.
The centres of excellence has been strengthened to
train staff to meet the standards of luxury hoteling

Cont
In order to intensify the drive for Business Excellence,

IHCL conducted Internal Assessments based on the

Tata Business Excellence Model for Luxury, Leisure,
Business SBUs as well as for Taj SATS Air Catering
Limited.
The Luxury Division has also applied for External
Assessment, which is to be facilitated by Tata Quality
Management Services.
Taj group has today achieved domestic leadership in
deploying IT to leverage its competencies and is
rapidly approaching benchmarks set by international
highly regarded chains.
Some of the key IT initiatives being under taken by
IHCL are Orion, a comprehensive back office system,
implementing
Revenue
Management
system,
Interactive TV Systems and National Call Center.

Customer
Customer is truly a KING at The Taj
Customer Feedback System (CFS) launched in November

2003 and has taken root in 30 hotels across Taj group.

It is the primary and sole customer feedback system of the
group.
Till date, the system has clocked around 12,000 pieces of
customer feedback.
The feedback from all sources gets recorded and aggregated
and analyzed to improve the service quality in areas of concern
at each of the hotels.
Feedback is not restricted to only guest difficulties (complaints)
but also consists of compliments and suggestions. The
feedback would ultimately be used for product planning as well.
Attributable to these measures is the high loyalty and retention
employed in Taj Hotels

Finance
The company based on their objective of

growth has a financial objective to return the

profits for their growth strategy in order to
capture as much as market possible thereby
aligning itself with its mission and vision

Development of
environment

Line of
Activities

Gangotri clean-up
measures

Optimum use and recycling

and renewal of certain
products

A heritage
touch

Preserving regal lifestyles for

global guest

Benares Weavers

Benares sarees used

as uniform for
employees

The Oberoi Group of Hotels

The Oberoi Group, founded in 1934, operates 28 hotels and

three cruisers in five countries under the luxury Oberoi and

five-star Trident brands.
The Group is also engaged in flight catering, airport restaurants,

travel and tour services, car rentals, project management and

corporate air charters
Oberoi Hotels & Resorts is synonymous the world over with

providing the right blend of service, luxury and quiet efficiency.

A distinctive feature of The Groups hotels is their highly

motivated and well trained staff who provide exceptionally

attentive, personalised and warm service. The Groups new
luxury hotels have established a reputation for redefining the
paradigm of luxury and excellence in service amongst leisure
hotels around the world.

Mission
Our Guests
We are committed to meeting and exceeding the expectations of

our guests through our unremitting dedication to every aspect of

service.
Our People
We are committed to the growth, development and welfare of

our people upon whom we rely to make this happen.

Our Distinctiveness
Together, we shall continue the Oberoi tradition of pioneering in

the hospitality industry, striving for unsurpassed excellence in

high-potential locations all the way from the Middle East to AsiaPacific.
Our Shareholders
As

a result, we will create extraordinary value for our

Vision
We see an organisation which aims at leadership in the hospitality

industry by understanding its guests, and designing and delivering

products and services which enable it to exceed their expectations.
We will always demonstrate care for our customers through
anticipation of their needs, attention to detail, distinctive
excellence, warmth and concern.
We see a lean, responsive organisation where decision making is

encouraged at each level and which accepts change. An

organisation that is committed and responsive to its guests and
other stakeholders.
We see a multi-skilled workforce, which consists of team players

who have pride of ownership in translating the organisations

vision into reality.
We

see an organisation where people are nurtured through

continuous learning and skill improvement, and are respected,

CONT
We see a more multinational workforce which has been

exposed to different cultures, problems and situations and

can use its experiences to enrich the local employees
whether in India or overseas.
We see the world dotted with hotels of The Oberoi Group, in

strategic commercial and resort locations.

We see user-friendly technology enhancing value for our

customers and helping our personnel by making information

more accessible.
We see an organisation which is conscious of its role in the

community, supporting social needs and

employment from within the local community.
We

ensuring

see an organisation which is committed to the

environment, using natural products and recycling items,

Analysis
Committed to meeting and exceeding the expectations of their

patrons through unremitting dedication to every aspect of

service, theOberoi Groups commitment to excellence,
attention to detail and personalised service has ensured a loyal
list of guests and accolades in the worldwide hospitality
industry.
TheOberoi Groupbelieves in creating extraordinary value for

their stakeholders, and is committed to the growth,

development and welfare of their staff upon whom they rely to
make this happen.
TheOberoi Groupbelieves that retaining leadership in the

hospitality industry means understanding ones guests, and

designing and delivering products and services in accordance,
which enable it to exceed their expectations.

Cont
The Group has, over the past, demonstrated unswerving care for

its customers through anticipation of their needs, attention to

detail, distinctive excellence, warmth and concern, and strives to
continue to do so.
These over-arching values are the key drivers of the Oberoi

tradition of pioneering in the hospitality industry, striving for

unsurpassed excellence in high-potential locations all the way
from the Middle East to Asia-Pacific.
These values are what enable the Group to envision a world

dotted with hotels ofThe Oberoi Group, in strategic commercial

and resort locations

Line of Activities
They provide reservation facilities through toll

free numbers and online registration.

OberoiHotels & Resorts has partnered with India
certified airlinesto make customers satisfaction
They promote theirservice through mileage
point which provides customers and travelers
some offers depending on their points.
Providing special offers such as HIMALAYAN
Adventure, exotichoneymoon, exotic vacations,
Businesstravelplus and someother for
meetingand conferences.

ITC Group of hotels

ITC was incorporated on August 24, 1910 under the name Imperial

Tobacco Company of India Limited. As the Company's ownership

progressively Indianised, the name of the Company was changedfrom
Imperial Tobacco Company of India Limited to India Tobacco Company
Limited in 1970and then to I.T.C. Limited in 1974
ITC Limited entered the hotels business in 1975 with the acquisition of a

hotel in Chennai, which was rechristened Welcomegroup Chola Sheraton.

Since then the ITC-Welcomegroup brand has become synonymous with

Indian hospitality.
Today amongst India's finest and fastest growing hotel chains, it

consists of over 65 hotels across more than 50 destinations in India.

These include super deluxe and five star hotels, heritage palaces, havelis
and resorts and full service budget hotels.
Currently 10 of the ITC-Welcomegroup hotels are marketed world-wide by

the Sheraton Corporation, which is part of Starwood Hotels & Resorts, the
well known global hospitality chain.

Mission
To Provide The Best Services To Customers
No Compromise With The Quality At Any Cost
To Be A Best Brand In Hotel Industries
Promote The Nature

Vision
Wow At Every Moment Of Truth
A Commitment Beyond The Market
Fulfillment Of The Society Needs

Core Values
Enterprises Exist To Serve The Society
Team Work
Being Ethical
Integrity
Meritocracy