India’s largest hospitality company sharpens its focus on customer experience with the introduction of Care@Tajness.
Puneet Chhatwal, Managing Director and Chief Executive Officer, IHCL (Indian Hotels Company Limited), says, “Taj, now in its 120th year, has been the custodian of Indian hospitality and the recent dual honour of Taj being rated as World’s Strongest Hotel Brand and India’s Strongest Brand across sectors. With the rapidly evolving marketplace and keeping our guests at the heart of the business, IHCL continues to carry its glorious past to the consumer of the future by introducing Care@Tajness. A holistic approach to guest delight at the core of which lies the commitment and dedication of all our colleagues guided by the ethos of Tajness.”
The framework is designed around re-engineering service standards, re-imagining the offerings through innovation backed by a strong culture of responsiveness.
This is enabled by a centralised customer contact hub that besides monitoring and responding to multi-channel feedback, also looks to listen, learn and leverage insights for product and service enhancement, i.e. Carecations for those who want to leave a light footprint when they travel or Woyage catering to the single lady traveller.
Guest experiences will also include a set of rituals built with a sense of place honouring the local culture unique to every hotel; be it reliving the bygone era at the Royal Palace in Jaipur or partaking in the lighting of a thousand lamps around a lagoon in Kumarakom.
