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  • The Ordinary Heroes of The: Ssic January, 2018

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    Shubham Agarwal
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    The document summarizes the reactions of Taj Hotel employees during the 2008 Mumbai terrorist attacks (26/11). It discusses how young employee Mallika Jagad and manager Karambir Singh Kang remained committed to helping guests despite the crisis. It also examines how the Taj Hotel's emphasis on strong company culture and values of customer service, responsibility, and unity helped it recover from being a target of the attacks. The document finds that the Taj recruits employees based on traits like empathy, integrity and customer focus rather than grades to foster this culture.

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    GROUP 3 TAJ Heroes

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    The document summarizes the reactions of Taj Hotel employees during the 2008 Mumbai terrorist attacks (26/11). It discusses how young employee Mallika Jagad and manager Karambir Singh Kang remained committed to helping guests despite the crisis. It also examines how the Taj Hotel's emphasis on strong company culture and values of customer service, responsibility, and unity helped it recover from being a target of the attacks. The document finds that the Taj recruits employees based on traits like empathy, integrity and customer focus rather than grades to foster this culture.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    28 views12 pages

    The Ordinary Heroes of The: Ssic January, 2018

    Uploaded by

    Shubham Agarwal
    The document summarizes the reactions of Taj Hotel employees during the 2008 Mumbai terrorist attacks (26/11). It discusses how young employee Mallika Jagad and manager Karambir Singh Kang remained committed to helping guests despite the crisis. It also examines how the Taj Hotel's emphasis on strong company culture and values of customer service, responsibility, and unity helped it recover from being a target of the attacks. The document finds that the Taj recruits employees based on traits like empathy, integrity and customer focus rather than grades to foster this culture.

    Copyright:

    © All Rights Reserved
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    of 12

    January, 2018 SSIC

    GROUP 3

    THE ORDINARY
    HEROES OF THE TAJ
    RECOVERY OPERATION
    How do you explain the reactions of Taj Bombay
    hotel employees to guests during 26/11 crisis?

    “It was my responsibility….I may have been the


    youngest person in the room, but I was still doing my
    job.”
    -Mallika Jagad
    “If it [the hotel] goes down, I will be the last man out.”
    -Karambir Singh Kang
    Could this employees response have
    occurred at another hotel in Mumbai?
    Click icon to add picture

    Taj Approach to
    HR:

    HR VALUES
    OTHER SITES OF ATTACKS TOOK
    PLACE ON 26/11
    How can a brand recover from such
    a crisis?
     Response of the staff.
     Engrained Culture.
     Acting as a role model of the desired behavior towards the client.
    INFRASTRUCTURAL RECOVERY

    26/11/2008 1/04/2009
    What would you do to recover from; being the
    living image of the terrorist attack ?

     Strength of unity
     Strength of responsibility
     Tribute to the Edifice
    Findings and Observations
     Recruitment from personal characteristics & not grades.
     Looking for traits like empathy
     Looking for people who are less motivated by money
     Customer service come first
     Recruitmentis done to find people with traits like respect for elders, cheerfulness
    and neediness
     Look for integrity, consistency in managers
     Employees must act as the customer’s ambassadors, not the company’s
     Any decision taken to keep guests front and center’s is supported by the company
    Thank You!
    Anjali Mishra | Raj Acharya | Shrayangi Rastogi | Shubham Agarwal | Aditya Agarwal
    Questions & Discussion

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