Mahindra Holidays & Resorts India Ltd.
Mahindra Holidays & Resorts India Limited (MHRIL) is a part of the USD 3.8 billion Mahindra Group, one of India’s leading Industrial Houses. The Group has interests in various sectors such as Automotive, Auto Components, Trade & Financial Services, Farm Equipment, Infrastructure and Information Technology. Mahindra & Mahindra has a successful track record as the Market leader in each Sector.
MHRIL, a part of the Infrastructure Sector of the Mahindra Group, brings to the industry values such as Reliability, Trust and Customer Satisfaction. Club Mahindra is the flagship brand of MHRIL. The company is a leading player in the leisure & vacation ownership industry with an aim to enrich people’s lives by marking family holidays a part of their lifestyle and lays emphasis on the benefits of consistent quality and economy through customer- friendly investment payment options. Club Mahindra today provides its customers 15 five-star resorts of its and also through affiliations provides access to 40 resorts in India and through RCI exchange, 3,700 premier resorts worldwide.
The Company’s Mission is to enrich and enliven people’s lives by marking family holidays a part of their lifestyle.
The Company’s Vision is to become a dominant player in the Lifetime Holiday business in Southeast Asia and eventually the world.
Financial Achievements 2005 – 2006
Mahindra Holidays & Resorts India Limited
(Rupees in Crores)
March 06 March 05 % increase
Positioning in the Global Scenario
MHRIL has an affiliation with RCL that offers the members the opportunity to holiday in over 4000 resorts globally. MHRIL also has sales officers in Dubai and Kuwait. The Middle East operations commenced in 2003, primarily to cater to the NRI sector. Other expansion plans are in the pipeline.
The Key Principle
MHRIL is guided by its Mission and Vision statements.
MHRIL invests significantly in the area of training providing its employees with dedicated in house trainers, as well as inviting corporate trainers to conduct training programmers that cater to specifically identified needs.
A unique training initiative from the Company has been to offer resort staff across all functions an opportunity to train latent talent in the areas of entertainment. In fact till date, three such training sessions have been successfully completed. Each training programme is for a duration of one month. The successfully trained staff forms part of an elite team called ‘Champs’.
Information Infrastructure Angle
‘State of the art’ Information Infrastructure. As a measure of providing quality customer service, Club Mahindra has established systems which enable professionalism, efficiency and quality at all times.
A sales & Marketing, Reservations & Resort Operations software specially sourced from PCC Inc, Utah, USA.
CIMS (Customer Interactive Management System)
Specially designed to manage and solve customer issues in real time.
HEP (Holiday Experience Profiling)
A touch screen solutions implemented at resorts to record online feedback from members / customers while still on holiday. This helps ensure consistent standards of service.
A dedicated, well trained team of holiday consultants work out of the ‘state of the art’ call centers at Chennai. A toll free number provides easy and direct access to the Call Centre seven day a week.
F&B at the resorts ensure a variety of Indian and continental fare, and offers its guests local authentic flavours at every resort destination. Each resort has well qualified, dedicated Chef to oversee its F&B operations.
Resorts offer special fine dining packages to its members. In this area, resorts constantly seek to confirm to the highest standards in the areas of health, hygiene and food processes. The Goa resort has achieved the PCMM Level 3 certification as well as the BHC certification. Ooty and Kodai have also been awarded BHC certification. Munnar has been awarded an ISO certification relevant to F&B and other resort processes.
The resort F&B activities also extend its services to interactive cuisine workshops, health food programmes and gourmet festivals.