'State of the art' Information Infrastructure
MHRIL has made significant investments in ‘state of the art’ IT systems to streamline its operations and processes towards smooth, quick and efficient management of its substantial member base. The implementation of a CRM system has been a powerful tool to track important member information and preferences, thus providing the ability to greatly enhance the total holiday experience.
As a measure of providing quality customer service, Mahindra Holidays has established systems which enable professionalism, efficiency and quality at all times.
Holiday Experience Profiling
A touch screen solution implemented at resorts to record online feedback from members / customers while still on holiday. This helps ensure consistent standards of service.
Globe Trot with Club Mahindra
A Club Mahindra membership gets you access to over 6000+ resorts across over 90 countries. Holidaying abroad is made extremely economical – a simple nominal exchange fee paid for in Indian rupees gets you holiday accommodation for the entire family.
National Network
Mahindra Holidays has established a nationwide reach with a network of 19 offices across the country and in the Middle East. The network is serviced by a team of over 300 marketing and support executives who are specifically trained on service standards that Mahindra Holidays is benchmarking in the industry. The accessibility to consumers has been increased significantly by Mahindra Holidays opening up new channels in the form of Direct Sales Associates across the country.
RCI Gold Crown Award
RCI Gold Crown Award recognizes resorts that have surpassed standards of excellence in Resort Quality and Hospitality. This evaluation is based on the RCI member comment card ratings and an independent assessment of resort facilities, amenities and service. Only a small percentage of RCI affiliated resorts worldwide achieve this distinction. 12 Club Mahindra resorts have received the RCI Gold Crown award for superior service based on guest ratings and feedback. The resorts at Goa and Munnar have received the RCI Ten Year award for having been awarded the Gold Crowns for ten successive years. In 2012, Club Mahindra also received the RCI President’s Award for its outstanding contribution to the timeshare industry.
Activities
India's no. 1 holiday brand - Club Mahindra endeavors to make holidays enjoyable. The company trains latent talent across resort to form a team of 'Champs', who work on creating a 'comeback value' based on 'experiences'. Activities are designed specifically to cater to all ages. The ability to anticipate customer needs and deliver them has been a major strength of the company. The range of activities span adventure sports, water sports, camping, treks, indoor family games and hobby programs for children and adults. Apart from those above, specific recreational facilities include fully equipped gyms, swimming pools, Svaastha – Harmony spas etc.
Personalized Service
The service in all the resorts is professional and highly personalized. From choice of food (a variety of restaurants are available for guests to choose from), Holiday activities (all seasons and all ages) and personal touch in dealing with guests (e.g. recognize names and to understand and serve specific requirements), Club Mahindra benchmarks expectations and redefines entitlements.
Member Relation Center
A dedicated, well trained team of holiday consultants work out of the ‘state of the art’ Member Relations Center at Chennai. A local call number provides easy and direct access to the Call Centre.
