26/11/2008

Terror at
TAJ
Udita Das
Roll No: 26168
Batch: 2020-2022
HISTORY OF TAJ
The Taj Mahal Palace hotel was
incorporated in 1902 and it first
opened it's doors to the guests on
December 16, 1903
Commissioned by Jamshedji Tata.
The original architects were Sitaram
Khanderao Vaidya and D. N. Mirza
but it was completed by an English
Engineer W. A. Chambers.
The cost of the construction was Rs.
421 million.
 1980 1989 1998 2004
The Taj group took its With the opening of five With the opening of Taj Taj group launched the
first step internationally star deluxe hotel in Exotica Bentota, Taj first of its 'value for
by opening its first hotel Kolkata in 1989, the Taj strengthened its position money' hotels in
'the Taj Sheba Hotel' in became the only hotel in Sri Lanka. Bangalore
Sana, Yemen. chain with the presence
in 5 metropolitan cities.
NATIONAL INTEREST:
The Companys shall be commmitted in all its
actions to benefit the economic development of
the countries in which it operates

FINANCIAL REPORTING &

RECORDS:
The company shall prepare and maintain its
accounts fairly and accurately in acccordance with
the accounting & financial reporting standards

COMPETITION:
The company shall fully strive for the
establishment and support of a competitive, open
market economy in India & abroad
"Athithi devo bhavah"
Taj prefers to hire from smaller cities rather than
metros – Pune, not Mumbai – because that’s where
traditional Indian values – such as respect for elders
and teachers, humility, consideration of others –
still hold sway.
It hires young people, often straight out of high
school, who display three traits: respect for elders,
cheerfulness and neediness.
"Athithi Devo Bhavah" is a long standing slogan
at the Taj, deeply enbedded in the hotel's service
culture.
The Attack of 26/11
On the 26th of November 2008, a group
of terrorists struck a dozen targets in
Mumbai, India including the iconic, 103-
year old Taj Palace Hotel.
The siege at the hotel lasted two days
and three nights and was covered
extensively by international media.
Out of 1700 people, 1600 escaped the
terrorists attack. 34 died. Half of them
were staff members.
The hotel staff could have run away
easily. They could have easily fled. But
they didn’t.
Recruitment
Most of their first line staff come from small towns like
haldia, nasik etc. They recruit for attitude and not grades.
What explains
Roles / Responsibilities the heroic
They call front line employees as guest ambassadors.
behavior of
Incentive System
Not just monetary, they reward people with personal these staff
members?
recognition.

Power
All Taj employees are empowered to take decisions as
agents of the customer, it makes them feel in command.
 DESTRUCTION
Ratan Tata, R K Krishna Kumar, & other
members of the Taj leadership team stood vigil
outside the hotel throughout the attacks.
The only question was "Would the image of
Taj be forever linked with the events of
26/11?"

AFTERMATH
Ratan Tata was the Chairman of Tata Sons from 1991
till his retirement on December 28,2012.
Being the Chairman of the company which owns Taj
Hotel Palace, Tata had played an instrumental role in
rebuilding the hotel after the attack.
 HOW DO YOU EXPLAIN THE REACTIONS OF TAJ BOMBAY HOTEL
EMPLOYEES TO GUESTS DURING THE 26/11 CRISIS?

Here is what Tatas have been doing for many years:

Recruitment: Most of their first line staff come from small towns like haldia, nasik etc. They recruit for
attitude and not grades.
Roles / Responsibilities: They call front line employees as guest ambassadors.
Incentive System: Not just monetary, they reward people with personal recognition.
Power: all Taj employees are empowered to take decisions as agents of the customer, it makes them
feel in command.
 COULD SUCH EMPLOYEE RESPONSE HAVE OCCURED AT ANOTHER
HOTEL IN MUMBAI, IN ANOTHER HOSPITALITY INDUSTRY SETTING OR
IN AN ORGANIZATION YOU HAVE WORKED?

I think the company's HR policies have a huge role to play in the way the employees and the
staffs reacted to the whole situation.
During recruitment, they just ask colleges "Who are the students who have most respect for
teachers?"
Not all staffs from any other organization would have reacted the very same way I believe.
It is the culture of the organization that motivates an employee to behave in the way he/she
does.
HOW CAN A BRAND RECOVER FROM SUCH A CRISIS? WHAT WOULD YOU
DO TO RECOVER FROM "BEING THE LIVING IMAGE OF THE TERRORIST
ATTACK" AS RATAN TATA DESCRIBE IT? IS THIS EVEN POSSIBLE?

1. First they should accept and acknowledge the situation at hand. As a leader or manager, it’s
important to face the reality as early as possible, formulate your response, and communicate;
even if you’re not certain of what to expect.
2. Second they should express accountability in leadership.The best leaders constantly
reinforce what’s important, and hold others to a high standard of work.
3. Third is to reskill at scale. Times of crisis or disruption require new skills, mindsets, and
frameworks. Once the organisation has addressed the current situation and acknowledged the
strategic priorities for the future, they need to ensure that their team has the skills to get there.
WHAT ARE THE LEADERSHIP LESSONS YOU LEARN FROM THE "TERROR
AT TAJ BOMBAY"?

No job/ designation is small or big to display leadership.

A leader does not display leadership in the skill he is at best at or from which he makes a
living but in all walks of life.
Leadership in the worst of times can be an inspirational tale of best practices drawn from a
real world example on the ground in India.
Thank You !