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Oberoi Crm

In: Business and Management

Submitted By arnabiims
Words 310
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Going by the old adage, ‘Atithi Devo Bhavah’, it is very crucial for hotels to be customer centric. Each past customer provides an opportunity for repurchase and recommendation. Customer Relationship Practises should therefore start from the very top of the organization. It should be the core value that steers the hotel forward.
The Oberoi Group
The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in five countries. 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. Internationally acclaimed for all-round excellence and unparalleled levels of service, Oberoi hotels and resorts have received innumerable awards and accolades.
CRM at Oberoi
The Oberoi Hotels, having identified two customer segments, operate under two brands. These separate chains of hotels cater to the differing needs of the different segments of customers that the group targets. The chains of hotels are:
• Trident Hotels: Trident hotels are five-star hotels. They combine state of the art facilities with dependable service in a caring environment, presenting the ideal choice for business and leisure travellers. At present there are nine Trident hotels in India. These are located in Mumbai at Bandra Kurla and Nariman Point, Gurgaon (Delhi National Capital Region), Chennai, Bhubaneshwar, Cochin, Agra, Jaipur and Udaipur. The Oberoi Group also operates a Trident hotel in the Saudi Arabian city of Jeddah.
• Luxury Oberoi: The last decade has witnessed the debut of new luxury Oberoi leisure hotels in India and abroad. In India, these hotels include The Oberoi Rajvilas, Jaipur; The Oberoi Amarvilas, Agra; Wildflower Hall, Shimla in the Himalayas; The Oberoi…...

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