Services Marketing

7ps in Hospitality IndustryTaj Mahal Palace and JW Marriott Hotel, Mumbai

ProductTaj Mahal Palace

Core product – Space

582 centrally air-conditioned rooms including 49 suites

Restaurants, health club, banquets, discotheque, bar, business centers

Types of rooms :Tower Wing RoomsHeritage Wing RoomsTaj ClubSuites

JW Marriott

5 floors , 326 rooms , 29 suites

12 meeting rooms, 14,000 sq ft of total meeting space

Restaurants, spas, fitness centers

Types of rooms :Deluxe Guest roomsExecutive Guest RoomsPremier Ocean View Guest roomPremier Club Guest RoomPremier Guest Room

PriceTaj Mahal Palace

Basic room rates – 8713

Taj club room – 21250

Grande luxury suite – 65000

Price policy

JW Marriott

Basic Room rates – 11500

Executive oceanic view –14500

New premier club - 15500

Price policy

PlaceTaj Mahal Palace

This hotel is located 32 km from the airport and minutes away from Mumbai's commercial, shopping and banking districts

Located near major tourist attractions including Marine Drive, Gateway of India.

JW Marriott

Located near Juhu Beach, one of the most famous tourist attractions in Mumbai.

Easily accessible through local trains and BEST buses

PromotionTaj Mahal Palace

Surprises - Flexi Credits - Suite Celebrations - Extended Stay Offer - Weekend Getaways - Early Bird Offer

Have presence in online media such as Facebook, Twitter and the official Taj website where it lists down all amenities and types of rooms, etc.

JW Marriott

You Play, We Pay in IndiaExtended StaysEarly bird specialBusiness perks in MumbaiBreakfast + massages

Have online presence on Facebook, Twitter and the Marriott website

PeopleTaj Mahal Palace

The Taj Inner Circle GroupTaj AdvantageTaj Epicure

medical help, consultation, traveling facilities, perks and bonuses provided to employees

Taj TISS HR Associate Programme

JW Marriott

Marriott Rewards ProgramMarriott “Senior” Discount

Employees here each have their own lockers in which they keep their uniforms and other belongings, they also have bunkers with small beds

Have lucrative internship and training programs which also includes job rotation among various properties of Marriott around the globe.

ProcessTaj Mahal Palace

In order to ensure that the core product and the supplementary product is developed and delivered in the right manner and at the right time, the hotel has formed certain set processes.

Processes are so specifically laid down that hotel staff are even advised on what to say and what words to use while talking to a customer

JW Marriott

Make sure every stage in the process of delivering “world-class” services to customers is efficient and is produced at right place at the right time.

Has a reputation of delivering the services with efficiency and effectiveness.

Physical EvidenceTaj Mahal Palace

Built in 1903 by Sitaram Vaidya

Exterior has been given a modern look while also retaining the old charm of the hotel protecting its rich heritage.

Entrance – Bronze and glass doorsHand-woven carpets cover the floorsThe Zodiac Grill – Mumbai’s most exclusive restaurant

JW Marriott

Overlooks Juhu beach

Exterior of the hotel is magnificient with 2 levels of entry. Ground level – contains the seminar halls

1st level – Entry to the lobby whereby the concierge is waiting to greet the guests.

Spacious lobby with a pianist and comfortable seating.

The Lotus Pond alongside the Arabian Sea

JW Marriott

Taj Mahal Palace

Problems Faced No permission to click pictures

Did not provide complete information

Security measures at Taj did not provide for much exploration

Hospitality Sector : Overview The hospitality sector includes all businesses

that provide food, beverages and/or accommodation services.

This includes restaurants, pubs, bars and clubs, hotels, contract catering, and hospitality services.

The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income

Overview The industry is divided into sectors

according to the skill-sets required for the work involved.

Sectors include accommodation, food and beverage, meeting and events, gaming, entertainment and recreation, tourism services, and visitor information