Company: TAJ AND OBEROI HOTELS

Submitted To: Submitted By:

Savita mam RobinTyagi

10901228

Sec.R1902

Roll no. A04

Introduction:-customer relationship management is so much important for the hotel industry because there we provide

service to our customer. If our relation with customer is not good then it is so much harmful to our business.By using a

hotel and hospitality customer relationship management strategy a hotel company or chain can collect customer data and

tailor special guest programs, services and promotions, based on hotel guest preferences. The hotel chain or company can

use data collected in the hotel and hospitality CRM program to differentiate the needs of special customers across the
chains and to market to specific groups of travellers. They can also evaluate the company’s frequent guest programs,

perform trend analysis and personalize their services.

Typically a hotel and hospitality CRM programme collects guest and transaction data automatically, markets to targeted

groups of customers, based on real transactions and both creates and manages guest loyalty programs (frequent guest

programs ). These will include the running and management of a reward programme, either independently or as part of a

credit card scheme.

Top hospitality crm in the rest of just signed up for crm:-

Objectives of leading hotel quite Grappling with the hotel general managers Gold mobile, a unique customer strategy

Comparisons of places to run your hotel Realize they realize they will further benefit a small, local chain Someour

dynamic hotel group and treat

Isnt a related to manage targeted Major hotel-chain drive growth commerce crm related to manage targeted

Two hotels:-I choose hotel Taj and Oborai because both have good name in hotel industry and they survive from so many

years and understand the customer need.

CRM Strategies of these two companies:-

CRM strategy for Taj:-

• Guest preference sheet:-At the time of the reservation a preference sheet is sent across to the guest along with the

reservation conformation mail. This is primarily to capture the various preferences of the customer such as food habits

(Diabetic/ Low fat etc.), Special needs etc. It also asks if the customer is coming on a special occasion or not and

arrangements are made accordingly made on the visit. E.g. If the guest is coming on a honeymoon or anniversary the

room is decorated accordingly, cake is placed in the room etc

• CRM Software
This is another important tool in improving the service of the hotel and to capture guest complaints. If a complaint is

registered by a customer it is updated on the software. Gradually as the time lapses the status displayed turn from green to

yellow and ultimately red. This status can be seen by any of the managers as the software is connected to the central

server. A daily Action Taken Report is generated which is signed by the operational head.

• Fidelio

Fidelio is the property management system used by Indian Hotels Company Limited. Although it is used for various

functions but it also plays an important role in the CRM processes of the hotel. It is used for saving the profile,

preferences and special information (Anniversary, Birthday, allergies etc.) related to the guest on a central server. This

information is accessible to all the Taj properties; therefore, whenever there is a repeat customer the hotel staff already

has all the necessary information enabling them to delight the customer by personalized service.

• Wow card

This is a special instrument used by personal butlers for recording guest preferences & otherimportant information related

to the guest. This is a small booklet which is carried by the staff at all times and whenever they get any information which

can be useful in the future to please the customer, they simple record it here. This information is further uploaded on the

PMS making it accessible to all.

• GRE Courtesy call

Once the guest is in the hotel and stayed for sometime( a day or two) a courtesy call is made by the guest relationship

executive during the evening hours. This is just to know about the guest’s experience and how can it be improved in case

there is some difficulty being faced by him/her. In case there is a complaint it is uploaded on the CRM software and

further processes are followed as mentioned above.

• Room Feedback form

During the evening service/ Turn- down service a feedback form is placed on the bed to know about the customer

experiences.

• GSTS (Guest Satisfaction Tracking system)

Post departure an automated mail from the central server is sent to the guest requesting to fill up a feedback form. There

are various heads covering the various stations of experiences which are scored on a Likert Scale. This information is

quantified to highlight the areas of concern. This score is also used as a measure of performance of a hotel unit. There are

few loopholes in the system such as:

• Email ids not updated which automatically stops the guest from giving the feedback.

• Guest profile not saved intentionally.

STATIONS OF EXPERIENCE

Pre-Arrival

• Reservations: During the reservation a preference sheet is mailed to capture the details and to enhance the stay

experience.

• Airport pick-up: An airport representative is sent along with a chauffeur holding a placard with just the hotel’s name to

maintain guest privacy. A personalised message is sent to the guest mobile just before the landing assuring him that the

hotel has taken care of his travel arrangements. Amenities such as cold towel, Mineral water are offered upon arrival.

Arrival

• Welcome at the lobby: Royal welcome by the guards in typical Rajasthani Attire.

• Royal Welcome for Groups: Special arrangements for groups are made. A huge caravan of Elephants, camels , horses

along with a professional band is called for the reception of the group.

• ATG(Aarti, Tiki and Garlanding): This is just to give a traditional touch to the welcome and give a feel of Indian

hospitality.

• Welcome Drinks upon arrival

Check-in

• Escorting

It is an opportunity for the escort to create the excitement within the guest about how splendid his experience is going to

be. A touch of history along with the necessary information about the various facilities is given.
• Welcome Letter: A personalized welcome letter signed by the General manager himself is presented to the guest during

the time of the check-in

• Room Orientation: This is another important aspect of the check-in process. The guest is educated about the various

facilities available to him in the room.

Experience during Stay

• Champagne Walk (Heritage Tour): This is one of the special attractions of Rambagh Palace. The entire history of the

palace is explained to the group of customers. This is done along with a trip to various parts of the palace. The trip ends in

the Polo Bar where the guests are offered complimentary champagne.

• Special Occasions celebration: Special occasions such as honeymoon and anniversaries are very important occasions

for a guest. The hotel staff takes it as an opportunity to leave a long lasting imprint on the heart of the guests by making it

an experience of a lifetime for the customer.

City Tour by Vintage cars: Staying in a real palace in itself is a special experience and this experience is further

complimented by travelling in a vintage. A tour in a vintage is something many people dream of and the guests who stay

in Rambagh are actually able to live this moment and cherish it for a lifetime.

• Cultural Dances: Traditional Rajasthani dances are organized every evening in the center of the garden restaurant.

• Royal Carriage: It is another way of taking the customer closer to the royalty in which the kings of ancient India used

to live.

• Cultural Music: Behind the spa, every evening there is a special musical performance which is well appreciated by

almost every guest.

• Unique Dining experience: This is a special dining arrangement made for small groups in few surprisingly beautiful

parts of the palace.

• Grand Weddings: Foreigners who visit the country are often amazed with the grandeur ofIndian weddings. Taj enables

them to live this moment by organizing a royal wedding on request of a guest.

• Other Facilities

• SwarnaMahal: The Indian restaurant of Rambagh palace which has gold plated cutlery and crockery.
 • Rajput Room: The multi-cuisine restaurant of the property

• Verandah Café: It is the garden cafe in the hotel.

• Polo Bar: The main bar which has an unmatched collection of wines.

• Jiva Spa

• Oriental Room: A conference room with Chinese decor.

• Old Wing: The oldest part of the palace which has the view of the MotiDoongri

• Palace of the Rajmata.

• Indoor Swimming pool: Built in the past to maintain the privacy of the royal ladies.

• Outdoor Swimming pool: Built by Rajamata on request of a customer.

• Steam Lounge: The modern day sitting lounge cum bar.

• Royal Gardens

• Royal Suites (Prince’s suite, Princess’s suite, Peacock Suite) : The most elegant

• rooms of the palace which were ones occupied by the descendents of the royal

• family of Jaipur.

CRM strategy use by Obroi:-

Campaign Management
Based on stay patterns and preferences you are able to send targeted, relevant and high quality email messages to your

guests and leads. This guest profiling system of email marketing with newsletters and special offers is aimed at an

increased stay frequency, higher ADR and branding.

Distressed Inventory Management

For periods of low demand you can filter on guests who stayed with you during specific periods and on other criteria to

launch a targeted aggressive offer. As you only make the offer available to a carefully selected segment of your guests,

you will not erode your price positioning or branding, and still be able to push distressed inventory and offset weak

demand.

Intelligent Emailing

Through connecting our eCRM to your hotel PMS you can now automatically send "intelligent" emails that are highly

personalized and customized for each guest;

• confirmation emails

• pre-arrival emails

• thank you emails

• guest satisfaction survey

It is important you send the right message, to the right guest, at the proper time … all to enhance the guest experience.

Reporting

Measure the results of your electronic marketing campaign and know exactly how much revenue was generated by each

email and campaign. You will be able to learn more about your guests’ preferences and buying habits and get their
feedback from the guest satisfaction survey. Most importantly you will be able to quantify this information in numbers

and revenue. You will be provided with the following reports:

• Campaign ROI Report

• Email Performance Report

• Profile Report

• Bounce Report

2) The organisation’s CRM profile; Creating an overview and understanding of perceptions of staffand
management on current and desirable relationships practices.

(3) CRM program management; Designing a CRM (program) organisation and planning.
(4) The guest transition matrix; allocating relationship resources to guest VIP classes in the
customerbase and setting up a rules repository that regulates when guests change VIP class.
(5) Guest profile management; Collecting and updating policies regarding guest profile informationin
the various VIP classes in order to allow for planning of individualised dispatching of
availablecontent.
(6) Content management; Defining content categories and designing an on-going content retrievaland
customisation system (internal and external sources), combined with content pricing and a
VIPclassification system.Steps 7 through 12 are referred to as the growth or market oriented phase,
with a focus on definingthe business contribution of relationship development on a regional group
level.
(7) Customer equity management; Executing a critical attributes analysis among existing and
newcustomer segments with the objective to determine the right mix of service,
branding/experienceand relationship efforts.
(8) Revenue management; investigating revenue issues in guest relationship development.
Thisanalysis focuses, per VIP group, season and product, on: contract rates, lowest rates,
maximumrates, guaranteed availability, volume discounts, commissions for bookers and referrals.
(9) Integrated performance management; Designing relationship enabling business processes,including
quality management and creating functional linkages between success factors in the fourtraditional
strategic results areas (analogous to the balanced score card): (1) relationship operations,(2)
relationship perceptions, (3) financial performance, and (4) relationship management innovation.
(10) Win-win management; Approving/adopting the balanced score card by the whole organisation,not
just the CRM-7-18 team, materialising all possible short-term relationship wins and acquiring
theconsent of the main VIP guests to engage in a long-term commitment.
(11) Integrated system and data management; Extending and centralising guest profile
informationrequired to develop and maintain relationships, upgrading PMS technology with
interactivecommunication technology, and establishing policies on data quality within this new
context.
(12) Loyalty program management; Designing possible formal benefit and reward systems fordifferent
levels of guests, travel professionals and intermediaries.Steps 13 through 18 are referred to as the
maturity or corporate strategy phase, with a focus onoptimising return on relationship expertise
beyond the boundaries of functional management. Assuch, this phase is typically most relevant/
applicable for globally operating chains.
(13) Helpdesk and knowledge management; Managing an increasing number of complex demandsand
requests from loyal guests, sharing best practices across the chain/whole organisation, andsharing best
practices across the guest segments.
(14) Tri-angle relationship management; Managing alliances (third party databases), bookers,owners
of referred guests, referrals by guests (word-of-mouth), and cross-recommendationsbetween
organisations that belongto the same group/chain.
(15) Non-core service management; Expanding the set of services offered in order to supportbuilding
and maintaining relationships and/or to stage seamless travel/tourism experiences.
(16) Marketing management; researching ways to have guest relationship development make
acontribution to other marketing/sales efforts/areas.
(17) Business development; expanding the group/chain’s product portfolio based on
requestspreferences and pre-commitment of the existing customer base.
(18) Intangible asset management; Valuating, transferring and trading of goodwill of the guestrelation
base, guest facing staff and relationship competencies/capabilities of the organisation.

Comparative Analysis of Taj and oberoi’s CRM:-

Taj
1 With respect to many countries
the websites are totally
customized for the particular
customer
2 TAJ is related to tata group so it have
good trust.
3 Taj emphasize on crm so much
4 Better understand the customers
Oberoi
1 Less customized interface for different
countries. Acommon site for all.
2 Oberoi have also good name but less from taj
3 Oberoi have less crm activity
4 Provide good service
Methods used for Acquisition of data:-

1. A method for information acquisition and sharing in a customer loyalty environment

comprising: receiving, by a scanner module, an information carrying card; scanning the card;
extracting, via optical character recognition, one or more portions of information from the
card; correlating and storing the one or more portions of information in a database; and one or
more of determining an action and analyzing the one or more portions of information for
customer loyalty tracking.

2. The method of claim 1, wherein the information carrying card is one or more of a business
card, rewards card, driver's license, student ID and an ID card.

3. The method of claim 1, further comprising printing a coupon as a result of the determining
an action step.

4. The method of claim 1, further comprising updating a customer loyalty field based on the
scanning step.

5. The method of claim 1, further comprising generating one or more reports based on the
stored one or more portions of information.

6. The method of claim 1, further comprising providing a search interface to search the one or
more portions of information.

7. The method of claim 1, further comprising performing an incentive-based action based on

the analysis.

8. The method of claim 1, further comprising establishing trending reports based on the one or
more portions of data.

9. The method of claim 1, further comprising locating one or more of the scanner modules at
one or more of a businesses, restaurant, bar, wine bar, store, liquor store, coffee shop, hotel,
motel, airport, airplane, real estate development office, sales office, model homes, homes for
sale, medical practice, office, grocery store, electronic retail, home improvement store,
hardware store, spa, gym, salon, clothing store, golf course, country club, golf club fitting
location, tennis club, ski shop, ski resort, outdoor retail location, bank, law firm, car rental
location, a cab, a town car, a train, a subway, a bus, public transportation, in elevators,
architecture firm, construction or contractor sales office, computer store, mall kiosk, school
system, trade show, event, mobile location.

10. One or more means for performing the steps of claim 1.

11. A computer-readable storage media having instructions stored thereon, that when executed
by a processor, perform the steps of claim 1.

12. A system for information acquisition and sharing in a customer loyalty environment
comprising: receiving, by a scanner module, an information carrying card; scanning the card;
extracting, via optical character recognition, one or more portions of information from the
card; correlating and storing the one or more portions of information in a database; and one or
more of determining an action and analyzing the one or more portions of information for
customer loyalty tracking.

13. The system of claim 1, wherein the information carrying card is one or more of a business
card, rewards card, driver's license, student ID and an ID card.

14. The system of claim 1, further comprising a printer that prints a coupon as a result of the
determining an action step.

15. The system of claim 1, further comprising a customer loyalty field that is updated based on
the scanning step.

16. The system of claim 1, wherein one or more reports are generated based on the stored one
or more portions of information.

17. The system of claim 1, further comprising a search interface to search the one or more
portions of information.

18. The system of claim 1, wherein an incentive-based action is performed based on the
analysis.

19. The system of claim 1, wherein trending reports are established based on the one or more
portions of data.

20. The system of claim 1, wherein one or more of the scanner modules are located at one or
 more of a businesses, restaurant, bar, wine bar, store, liquor store, coffee shop, hotel, motel,
airport, airplane, real estate development office, sales office, model homes, homes for sale,
medical practice, office, grocery store, electronic retail, home improvement store, hardware
store, spa, gym, salon, clothing store, golf course, country club, golf club fitting location,
tennis club, ski shop, ski resort, outdoor retail location, bank, law firm, car rental location, a
cab, a town car, a train, a subway, a bus, public transportation, in elevators, architecture firm,
construction or contractor sales office, computer store, mall kiosk, school system, trade show,
event, mobile location.

21. The method of claim 1, further comprising notifying the subscriber where a previously
defined parsed field is identified as pertinent by the subscriber in a scanned card.

22. The system of claim 12, wherein a reporting module notifies the subscriber where a
previously defined parsed field is identified as pertinent by the subscriber in a scanned card
followed by a subsequent alert.

23. The method of claim 1, wherein content on a display interface displays dynamic content
defined by a subscriber and identified effective messaging, based on measured and data mined
metrics.

24. The system of claim 12, further comprising displaying dynamic content defined by a
subscriber and identified effective messaging, based on measured and data mined metrics.

25. The method of claim 1, wherein customer loyalty and a designed rewards program is
measured via the scanner module.

26. The system of claim 12, further comprising a customer loyalty or rewards program
measured via the scanner module.

Filtering & Validation Methodologies used Taj and Oberoi:-In recent years, the number of
research papers dealing with ambient vibration analysis methods has increased considerably. Clearly,
the interest in these methods originates from both the economical attractive cost benefit ratio and the
straightforward data acquisition. Being a non-destructive passive technique, these methods also
complement geotechnical and/or active geophysical methods within highly populated regions.
Within the EU-SESAME, EU-Any successful customer relationship management (CRM)
implementation is the result of careful planning and a balance between business and technology.
Finding the right mix of business strategy and technology applications for your organization is crucial
to CRM’s success. “CRM is harder than you think and more difficult than you can imagine,”
saidGartner analyst Scott Nelson.

Research has been accomplished to assess the reliability and robustness of ambient vibration analysis
techniques for site characterization. Within this context hardware and free-software developments
have been carried out to ease the acquisition, processing and interpretation of ambient vibration wave
field recordings. The main findings of these projects however show that ambient vibration array
analysis techniques have to be applied with care. It requires not only a careful measurement, but
especially the interpretation and the inversion of analysis results need a (self-) critical review.

The main purpose of this course is thus to achieve the necessary understanding for the problems
related to the acquisition and use of these techniques for quantitative information of shear-wave
velocity structure. Although opened to any researchers/engineers/students from any country, this
course is especially targeted to scientists in charge of accelerometric or seismological networks in the
EURO-MED area.

• Choose a project manager that has technical, functional, and interpersonal skills.

• Implement CRM in phases.

• Avoid customization. It costs money, delays product rollouts, and makes future upgrades
difficult.

• Follow a proven implementation methodology.

• Have a good project plan and follow it closely.

Rosenberg offers this warning to other members: “People seem to have the mistaken notion that they
will replace good customer relationship management with a piece of software that will meet all their
clients.even suggests that CRM is not dependent on technology or even business desires but solely on
customers. “It must be reiterated that CRM is a strategy driven by customer needs and not necessarily
what the business would like to see.”

Customization methods used by taj:-

 • An effective model for static analysis of Web applications. TAJ models reflective calls, tainted flows
through containers, detection of taint in the internal state of objects, the Java Server Pages (JSP),
Enterprise JavaBeans (EJB), the Struts and Spring frameworks, and many other challenging features
that have largely been ignored in the literature but are essential for effective analysis of Web
applications.

• A set of bounded analysis techniques. When applications are extremely large and the end user still
requires the analysis to terminate in a short time or stay below a given memory consumption level,
TAJ supports a prioritization policy that focuses the analysis on portions of the Web application that
are likely to participate in taint propagation.

• Implementation and evaluation. We have implemented TAJ on top of the T. J. Watson Libraries for
Analysis (WALA) and shipped it as part of commercial product. We present implementation details of
TAJ and experimental results obtained by running TAJ on industrial codes. These results include
comparisons between our techniques and alternative approaches.

Customization methods used by Oberoi:-

A Royal Welcome

Lavajma - A Royal Welcome

It is the traditional Rajasthani way of welcoming a guest. A Lavajma consists of trumpet players,
camels, horses, elephants, dancers and drums.

Grand Royal Procession

A majestic welcome in true Royal Rajasthani style. As the guests disembark at the entrance to the
hotel, they are welcomed by “KachiGhori”, a traditional Rajasthani dance. Walking towards the
entrance to the lobby, beautifully adorned camels, elephants and horses stand at attention, regaling the
guests as they used to for the Indian kings of yore. Ladies, dressed in traditional Rajasthani outfits
shower rose petals while musicians at the entrance play lilting tunes from Rajasthani classical
instruments. This majestic scene is completed with garlands, aarti and tika welcome.

Customer Privacy data Policies of Taj:-

At the Taj we endeavor to provide our guests outstanding services and experiences in our hotels and luxury
residences around the world. We value your custom and your faith in us in delivering your expectations.

Recognising that privacy is important to our guests, we have developed the Taj Global Privacy Policy which
explains our practices regarding personal information we collect when you visit our hotels, restaurants, bars, our
website, when you fill up a form and become member of our loyalty programmes.

We request you to read this policy document carefully before sharing personal information with us. By visiting our
web sites, we will assume, you are accepting the practices described in this policy document.

This policy document may be modified from time to time and you are requested to check our web site frequently to
see recent changes.

This policy document covers the following areas relating to privacy of information provided by you:

• Personal information collected by the Taj from its guests

• How does the Taj use the personal information collected from its guests

• How does the Taj share the personal information collected from its guests, including with third parties

• Non personal information collected by the Taj

• Links to websites of third party marketers

• Taj’s policy regarding protection of its guests’ personal information

• How long does the Taj retain your personal information

• Should you want to opt out

• Dos & Don’t to ensure your security

• Get in touch for any clarifications

Personal information collected by the Taj from its guests

At various touch points with our guests, we may collect the following personal information: your name and contact
information; date of birth; how you prefer to be addressed in communication from the Taj, preferred modes of
communication; your job designation and business address; spouse name, anniversary, credit card details, including
the three-digit code that appears on the back of your credit card; member number of our loyalty programmes,
membership numbers of frequent flyer or travel partner programmes you are enrolled into, your dates of arrival and
departure from our hotels/restaurants/other outlets, your preferences when you stay or dine at the Taj, your
transaction history at the Taj; offers you have availed of from third party marketers in response to communication
from the Taj. We may also record details on guests who have stayed or dined with you at the Taj, including their
names and contact details.

Besides the above, we may also collect the following:

• When you will out a form (online or hard copy), stating your preferences when you stay or dine at the Taj.
Such information may include details relating to health matters.

• User name and password selected by you when you register at our website or become a member of our
loyalty programmes at our website.

• When you enroll in our loyalty programmes (eg., the TajInnerCircle) online we collect your personal
information and record your membership number and password.

• If you choose to reserve a room online we record your arrival and departure dates, number of guests in the
group, details of guest rooms and tariff details.

• When you make a request for a proposal from our meeting planners, by visiting our websites.

• When you contact us with your questions or comments.

• From time to time, our website may offer a feature that allows you to send an electronic postcard or
otherwise share a message with a friend. If you choose to do so, we will ask you for the recipient's name
and email address, along with the text of any message you choose to include. Using this feature is
tantamount to entitling us to store and use the recipient's name and email address.

We do not knowingly collect personal information from individuals under 18 years of age. As a parent or legal
guardian, please do not to allow your children to submit personal information without your permission.

We do not knowingly collect information related to your racial or ethnic origin, political opinions, religious or other
beliefs, health, criminal background or political affiliations, unless it is volunteered by you. We may use any health-
related information provided by you only to serve you better and meet your specific needs when you stay or dine at
the Taj.

How does the Taj use the personal information collected from its guests
We use your personal information to provide you with the services you request from the Taj, to help you make
room reservations, to provide you with information about conferences and events at the Taj, to send you
promotional material on Taj services by email, direct mail and phone, to conduct surveys from time to time, to make
you offers sourced from third parties, per your stated preferences or usage pattern exhibited at the Taj.

Information collected regarding your preferences when you stay or dine at the Taj will be disseminated across the
Taj Group of Hotels to ensure that you enjoy the level of service you expect of us.

How does the Taj share the personal information collected from its guests, including with third parties

To ensure that you enjoy the same level of service across all Taj Hotels and luxury residences, owned or franchised
around the world, we may share your personal information with hotels within the Taj Group around the world.
While doping so, the Taj will ensure that your personal information is handled per this policy.

• If you use a corporate credit card, your billing information may be shared with your employer.

• With third parties:

o We use the services of third party service providers to provide certain products and services like
credit card billing, reservations services, call centre services, management of the loyalty
programmes (TajInnerCircle, Taj Advantage Plus, TAPP Me etc), mass mailings, for which it is
necessary to provide personal information. These parties are contractually prohibited from using the
personal information for any purpose other than those specified by the Taj. We may provide
information that is non-personal, to certain service providers for their use on an aggregated basis for
the purpose of performing their contractual obligations to us. The Taj expressly prohibits the sale or
transfer of any information to any party outside of the Taj by such service providers.

o From time to time the Taj may partner with other companies to provide co-sponsored or co-branded
promotions, products and services and may share your information with our co-sponsor. For
example, we may co-sponsor some sweepstakes, prize draws, competitions or contests on our site
with other companies or we may provide prizes for sweepstakes and contests sponsored by other
companies. If you enter one of these sweepstakes or contests, we may share your information with
our co-sponsor or the third party sponsor.

• In the event of a merger, consolidation, sale, liquidation or transfer of assets, the Taj in its sole and absolute
discretion may transfer, sell or assign information collected, including without limitation, non-personal
 information and personal information, to one or more affiliated or unaffiliated third parties.

• The Taj with or without prior notice to you, may have to share your information to in order to comply with
applicable laws or respond to governmental inquiries or requests from public authorities or to comply with
valid legal process, to protect the rights, privacy, safety or property of the Taj Group, its guests, employees
or the public or to permit us to pursue available remedies or limit the damages that we may sustain or to
respond to an emergency.

Non-personal or anonymous information collected by the Taj

Information that does not personally identify you is referred to as non-personal or anonymous information. When
you visit and interact with the sites www.tajhotels.com or www.tajoffers.com or third parties with whom the Taj has
contracted to provide services, non-personal information, like, list of website pages visited by you, could be
collected. Technology like cookies could be used to help you deliver content per your preference, to help you
process your reservations or other requests. While this cannot be used to disclose your identity, this information will
identify your browser to our servers when you visit our site. To remove the cookies at any point from your
computer, you can delete them using your browser.

We also may collect data by using web beacons, clear GIFS, pixel tags or similar means, which will tell us when
you visit our site. Non-personal information like the domain name, the areas of the site you visit, your operating
system, your browser version, and the URL you visited from, can be identified, which can be used to enhance your
online experience by understanding your web usage patters.

From time to time, we may allow third party advertisers advertise on our websites. These third party advertisers
may use technologies like cookies, pixel tags to track which ads your browser has seen and which site pages you
may have visited. The Taj has no control over the use of this technology or the resulting information and is not
responsible for any actions or policies of such third parties.

We may use or disclose non-personal information for any purpose from time to time. For instance, we may embed
e-mail addresses with images. In such cases where we combine non-personal information with personal
information, the combined information will be treated by us as personal information per this policy.

Links to websites of third party marketers

If at some point in the future our websites contain links to third parties' websites, do please note, that we will not be
responsible for the collection, use, maintenance, sharing, or disclosure of data and information by such third parties.
For information provided by you on third party sites, the privacy policy and terms of service on those sites will be
applicable and it is advisable to read the privacy policies of websites that you visit before submitting personal
information.

Taj’s policy regarding protection of its guests’ personal information

Taj will take the necessary measures to:

1. Protect your personal information collected against unauthorized access, disclosure, alteration or
destruction.

2. Keep your personal up-to-date, consistent with applicable law.

3. When you transact online, we seek to protect your personal information that you provide. However, do note
that no security system or system of transmitting data over the Internet can be guaranteed to be entirely
secure.

4. Ensure that our affiliates and service providers take reasonable measures to maintain the confidentiality of
personal information about you.

How long does the Taj retain your personal information

The Taj will retain your personal information for the period necessary to fulfill the purposes outlined in this policy
document, unless a longer retention period is required or permitted/mandated by applicable law.

Should you want to opt out

If we possess your contact information, we may want to keep you posted about our products, services and events,
through email. Should you prefer not to receive such marketing materials from us, you may let us know any time.

We will update your preferences as soon as reasonably practical. However, do note, if you opt out of the Taj
emailing list, as described here, we will not be able to remove your personal information from the databases of
affiliates, franchisees or business partners with which we have already shared your personal information, prior to
the date of your opt-out request.
Dos & Don’t to ensure your security

• For your own privacy we advise you not to include sensitive personal information in any emails you may
send to us. Please do not send credit card numbers or any sensitive personal information to us via email.

• We do not knowingly collect personal information from individuals under 18 years of age. As a parent or
legal guardian, please do not to allow your children to submit personal information without your permission

Customer Privacy data Policies of oberoi hotel:-

Privacy of Users of the India Hotel Luxury Web Site is of fundamental importance to Digisel Limited,
a U.K. based company which owns The Elite Collection web site and online marketing service.
Digisel Limited has a strict policy on protecting the privacy of those who use its online services. By
submitting your information, you agree and understand it will be governed in strict compliance with
our Privacy Policy.

By submitting your information, you agree and understand that some or all of the information that you
submit will be passed on to The Oberoi Hotels & Resorts Group to enable responses to be made to
your booking inquiry, requests and booking requirements.

Any and all information collected at this site will be kept strictly confidential and will not be sold, re-
used, rented, loaned, or otherwise disclosed without your permission or approval. Any information
you give to Digisel Limited via the India Hotel Luxury Web Site will be treated with the utmost care.

Digisel is committed to protecting consumer privacy and company policy is set out below.

Use of User Data

Digisel will use User Data we collect from you only to provide the services featured on the Site and to
send you only the information that is relevant to your Booking Enquiry or notify you of any changes to
our services or our conditions of use.

Sharing and Non Sharing

Digisel does not and will NOT sell, rent, share, trade or give away any of your personal information
contained in emails or any other means.

The information will be passed onto the Oberoi Hotels and Resorts Group to enable the company to
respond to your inquiries, requests and booking requirements. It will not be used for any other
purpose. Digisel collects browser information from this web site. Digisel constantly analyses the logs
of this we site to improve the value of the information on the site. These website logs are not
personally identifiable, and Digisel does not make any attempt to link them with individuals that
actually browse the site.

Reference:-

www.tajhotels.com

www.oberoihotels.com

www.tajoffers.com

www.indiahotels.com