Worldwide Hospitality Awards 2018

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1 Worldwide Hospitality Awards 2018 Best Hotelier Nomination Somnath Mukherjee Area Director - Karnataka & General Manager - Taj West End, Bengaluru 1/25/2018

Taj Bengal, Kolkata 1992-2006 Trainee to Assistant

F&B Manager to Executive Assistant Manager Taj

Varanasi 2009-2012 General Manager Rambagh Palace,

Bengaluru 2013-2018 General Manager to Area

Benchmarks Drive for Results Strategic Capability

2 Taj Bengal, Kolkata Trainee to Assistant F&B Manager Umaid Bhawan Palace, Jodhpur F&B Manager to Executive Assistant Manager Taj Nadesar Palace and The Gateway Hotel Ganges, Varanasi General Manager Rambagh Palace, Jaipur General Manager Taj West End, Bengaluru General Manager to Area Director, Karnataka Somnath Mukherjee Setting New Benchmarks Drive for Results Strategic Capability Managing Vision and Purpose Innovation Management Building Effective Teams 2

Best General Manager of the Year - Luxury Hotels 2017-18 by Federation of Hotel & Restaurant Associations of India Best General Manager of the Year - Luxury Hotels 2017-18 by Business World Hotelier

3 Best General Manager of the Year - Luxury Hotels by Federation of Hotel & Restaurant Associations of India Best General Manager of the Year - Luxury Hotels by Business World Hotelier - Indian Hospitality Awards Best General Manager 2012 by Hotelier India Awards Best Hotel Restaurant Manager 2005 by Federation of Hotel & Restaurant Associations of India Nominated on the Board of Directors of Taj Karnataka, a joint venture of Government of Karnataka and IHCL On the Selection Panel of Tata Administrative Services Awards & Recognition 3

5-Star Deluxe Hotel 117 Keys including 24 Suites Blue Ginger

all-day diner and Blue Bar - our open-air lounge 5 indoor

Swimming Pools Les Clefs d Or Concierge, Travel Desk,

4 5-Star Deluxe Hotel 117 Keys including 24 Suites Blue Ginger & Masala Klub - our signature restaurants, Mynt - our all-day diner and Blue Bar - our open-air lounge 5 indoor banqueting venues and the Prince of Wales Lawns spread over sq. ft. Jiva Spa & Salon, Ayurveda Centre, Fitness Centre and 3 Swimming Pools Les Clefs d Or Concierge, Travel Desk, Business Centre, Valet Parking, Club Lounge and Shopping Gallery Taj West End, Bengaluru One of IHCL s finest luxury hotels 4

5 16% 14% 13.82% 12% 10% 8% 9.32% 6% Business Performance Growth Revenue **A block of 40 luxury and luxury grande rooms under renovation in % 2% 0% 3.8% % Growth in Total Annual Turnover 5

6 1800% 1600% 1706% 1400% 1200% 1000% 800% 600% 400% Business Performance Growth - Profit Before Tax **A block of 40 luxury and luxury grande rooms under renovation in % 0% 52% 108% % Growth in Profit Before Tax 6

7 80.00% 25.00% 70.00% 20.19% 20.00% 60.00% 15.00% 50.00% 10.00% 40.00% 30.00% 68% 62.4% 75.% 5.00% 20.00% 0.00% Business Performance Growth Occupancy **A block of 40 luxury and luxury grande rooms under renovation in % 0.00% % Occupancy % Growth -5.00% % 7

8 8% 6% 6.3% 4% 4.15% 2% 0% % Business Performance Growth - Average Daily Rate **ADR reflects a decline in as higher category rooms were being sold during the renovation phase in % -6% % Growth in Average Daily Rate -5.01% 8

9 16% 14% 14.16% 12% 10% 8% 6% 4% Business Performance Growth RevPAR **A block of 40 luxury and luxury grande rooms under renovation in % 0% -2% -4% 0.04% % Growth in RevPAR 9

10 10 Guest Centricity Taj West End has played host to visiting dignitaries from the globe including British Prime Minister Theresa May, German Chancellor Angela Merkel, President of Germany Joachim Gauk and the President of Portugal António Costa

11 100% 90% 80% 85.50% 90.60% 89.40% 70% 60% 50% 62% 68% 69% 40% 30% 20% Guest Centricity Driving Guest Satisfaction & LQA Standards Taj West End has been ranked No. 1 in the city on LQA scores for 3 years in a row 10% 0% Net Promoters Score Leading Quality Assurance 11

12 Back to basics and on the job training Top performing executives are sent to recognized Business Schools to enhance their Strategic Thinking Cross-Functional teams to inculcate a thinking mind International exposure for a global perspective of hoteliering Training Tools Online Modules through Taj Lead Staff Management Learning & Development Workshops to develop leadership skills Taj Departmental Trainers 12

13 Quality Control Programmes Regional Business Excellence Managers Hygiene Management Process Improvement Teams (PITs) FCS Third-party Audits Safety Council Custodians of overall brand guidelines & organizational processes Maintenance/upgradation of sanitation and hygiene standards Ensure enhancement of processes and service designs across departments Personal Implications Addressing service requests within the stipulated timeframe Diversey International for Hygiene Audits, Earth Check for Sustainability Audits and DVN GL for Fire & Safety Audits of the hotel Analyses and reviews actions of the safety committee Dedicated weekly meetings to drive business excellence through brainstorming sessions and deep-diving into complaint stratification Bi-weekly walk-throughs and weekly trackers addressing recurring concerns for compliance Personally partake in all PITs for hands-on understanding of deviations & contribution towards problem resolution Daily tracking and monthly trend analysis with all stakeholders Leading the Good to Great Taskforce- bi-annual interhotel audit comprising domain experts from various hotels across IHCL to study best practices and strengthen OFIs Presides over monthly meetings of the council, prioritizes and allots CAPEX to ensure a safe environment for all stakeholders Guest Centricity Quality Control Programmes & Personal Implications 13

14 Staff Management Tools for Increased Motivation & Satisfaction Performance Pay Special Thanks And Recognition System Merit Increase Exercise People Engagement 14

Trust Fairness with all stakeholders Transparency in what we do Free Flow of Information Alignment of all stakeholders Awareness Enhance awareness about plans, strategies, tactics and processes Work

15 Trust Fairness with all stakeholders Transparency in what we do Free Flow of Information Alignment of all stakeholders Awareness Enhance awareness about plans, strategies, tactics and processes Work together to create greater enterprise value Participative in our decision making Joy Derive joy and happiness from what we do and how we do it Serve all stakeholders with utmost joy and dedication Share our success with all stakeholders Staff Management Corporate Vision 15

16 Marketing & Communication Actions & Campaigns 12-month strategic GDS Campaign showcasing Pay Per Click campaign across source markets with Differentiators with ROI of 1:8 ROI of 1:8 Hugely successful Social Media Campaigns promoting Staycations 16

17 Sunset Ritual Heritage Walk Afternoon Tea Ritual Breakfast under the Raintree Wakeup Yoga Ritual Art Corridor Dinner under the stars Marketing & Communication Creating Signature Experiences 17

Adoption of Munshi Ghats (banks of River Ganges), turning it into a model ghat Organising

horticulture and other suitable departments at the hotel Community Development Involvement in

August 2018 Evacuation and relocation of guests and hotel staff at Taj Madikeri Spa and Resort,

18 Adoption of Munshi Ghats (banks of River Ganges), turning it into a model ghat Organising picnics & yoga classes for the underprivileged on the ghats Creating sustainable livelihoods in horticulture and other suitable departments at the hotel Community Development Involvement in Community Devastating floods and landslides affected Coorg, a hill station in Karnataka in August 2018 Evacuation and relocation of guests and hotel staff at Taj Madikeri Spa and Resort, Coorg Relief work for residents of Coorg Over 200 families & 500 individuals in relief camps benefitted 18

19 Golden Threshold Programme: A three year hotel management programme, which in its very first year saw great success with 22 enrolments. Hunar Se Rozgar: An initiative wherein underprivileged children are trained in Food Production & Housekeeping. The programme has benefitted over 85 students in the past year. Adopted ITI, Chennarayapatna, setting-up the infrastructure for advanced training in Food Production. A total of 168 youth have been trained under the Modular Employable Skills Program. Community Development Involvement in Community Art for Charity: Associated with reputed organizations such as Rotary Club and Art for Concern to host art shows. Proceeds from the sale of art are used to improve lives of under privileged children in different parts of the country. Transplanting trees for BBMP (a local government body) to preserve Bengaluru s ecological heritage 19

20 Skal International Federation of Hotels & Restaurants Association of India Hotel Association of India South India Hotels & Restaurants Association Federation of Karnataka Chambers of Commerce and Industry Bangalore Chambers of Industries and Commerce Professional Associations Memberships & Affiliations 20

National Tourism Award in October 2017 - Best Hotel under 5 Star Deluxe Category Accolades at the South Asian Travel Awards 2018, held at Taj Mahal Palace, Mumbai South Asia's Leading Heritage Hotel

21 National Tourism Award in October Best Hotel under 5 Star Deluxe Category Accolades at the South Asian Travel Awards 2018, held at Taj Mahal Palace, Mumbai South Asia's Leading Heritage Hotel / Palace South India s Leading Heritage Hotel / Palace South Asia's Leading Luxury Hotel / Resort Leading Luxury Hotel/ Resort, South India FHRAI Awards - Environment Champion of the year Award 2017 & 2018 Accolades at the South Asian Travel Awards 2017, held at Addu City, Maldives South Asia's Leading Heritage Hotel / Palace South Asia's Leading City Hotel South India s Leading Heritage Hotel / Palace South India s Leading City Hotel Leading Luxury Hotel/ Resort, South India FKCCI Best Hotel (Luxury) from Karnataka Tourism Awards 2016 Conde Nast Traveller's US Readers' Choice Awards List- Taj West End among Top 20 Hotels in India & the Himalayas: Reader s Choice Awards 2015 Earth Check Gold Certification - Since 2009 Awards & Accolades Somnath Mukherjee receives the award for the Best 5- Star Luxury Hotel from Honorable President of India Shri Ramnath Kovind at The National Tourism Awards 21

Swachh Bharat Update March & April 2015

Swachh Bharat Update March & April 2015 Hygiene and sanitation is of utmost importance to the Taj Group of Hotels, Resorts and Palaces. Both nationally and internationally, hotels within the Group proactively