THE ORDINARY

HEROES OF THE
TAJ Based on a true story
Iconic, beautiful 103 years old At 21:30 hours – heavily armed Pakistani terrorists
Taj Mahal Palace Hotel. attacked the Taj.
How did the employees react?
They know all the back routes, the exists, how to get out and
how to get out fast!
 SO….
HOW MANY OF THEM FLED?

ZERO
 INSTEAD OF FLEEING

• The Taj staff kept calm, according to the guests, and constantly went around offering water
and asking people if they needed anything else.

• Few of them even helped guests out and came back in to help more guests.

• Kitchen employees formed a human shield to assist guests who were evacuating, and as a
result lost their lives.

• A team of telephone operators remained glued to their stations and became the hub of
communication for the guests
 Heroes of the hotel Taj

Mallika Jagad Karambir singh Kang Thomas Verghese

(Manager of Banquet hall) (Taj Mumbai's General (Sr. Waiter at Japanese restaurant
Manager) Wasabi)
It was my responsibility….I may have Kang replied, 'If the hotel goes down, I will be Thomas displayed incredible bravery by
been the youngest person in the room, the last man out'. protecting guests and leading
but I was still doing my job. their evacuation.
THE TAJ IS OWNED BY A FAMILY i.e. THE TATA GROUP
 BEHAVIORAL EXPLANATION

• Hospitality Industry consists of those businesses which are characterized by generosity and
friendliness to guests.

• Taj’s employee actions weren’t prescribed in manuals, no official policies or procedures existed
for an event such as 26/11.

• There are no appropriate reasons as to why the employees from all levels of the hierarchy did it,
even when they knew the secret routes and could have saved their lives.
 INTEGRITY

EXCELLENCE

VALUES OF UNITY
TAJ
PIONEERING

RESPONSIBILITY
 RECRUITMENT & SELECTION PROCESS

Job vacancies and information about Source activation and Cost of recruitment is calculated and
the nature of job and no of personnel stimulating the candidates number of suitable candidates for
required selection.

RECRUITMENT STRATEGY EVALUATION &

SEARCHING SCREENING
PLANNING DEVELOPMENT CONTROL

Technological specification of recruitment, Comparing the applicant's resume

devices sources of recruitment, sequencing with requirements
the activities in the recruitment process
THE TAJ GROUP’S THREE-PRONGED RECRUITING SYSTEM

Identify people it Hires its frontline

Goes into the
can train to be staff from smaller
hinterland
customer-centric cities and towns
 THE TAJ’S APPROACH TO HR REASON
• Seek fresh recruits rather than lateral hires.
BEHIND
• Recruit from second-tier business schools rather than premier B- HIRING
schools.
Indian Traditional values
• Induct managers who seek a single-company career and will be Honesty
hands-on.
Humility
• Ensure that employees can deal with guests without consulting a Discipline
supervisor.
• Insist that employees place guests’ interests over the companies.
• Have incumbent managers, not consultants, conduct training.
 18 Months training
• 6 months more than industry standard.

Build Leaders
• Take the decision pertaining to his work.

Strong Talent management

• Trains not only on the area of expertise but all the related
function.

CUSTOMER TRAINING
SPECIAL THANKS AND RECOGNIZATION SYSTEM 360 DEGREE FEEDBACK SYSTEAM
(STARS)

PERFORMANCE
APPRISAL SYSTEMS
 Integrity

Teamwork Honesty

SPECIAL THANKS
AND RECOGNITION
Employee SYSTEM (STARS)

Courage Kindness

New Initiative
 DIRECTOR MANAGER
REPORTS

EMPLOYEES

PEERS CUSTOMERS

360 DEGREE FEEDBACK SYSTEM

 Dignity and
Organizations duty
competence

Trustworthy Capturing the voice of

relationships employees

The right sense of

responsibility

EMPLOYEE SATISFACTION
& RETENTION STRATEGIES
 Platinum COO
Silver Level Gold Level MD Club
Level Club

RECOGNITION SYSTEM
• ERR (Employee retention rate) is the highest amongst all its competitors.

• Drives employees beyond their duties which was totally unexpected.

• In 2002, Taj Group was conferred HERMES Award for its innovative HR practices.

• With the implementation of STARS, there was tremendous improvement in the service standards and also

the customer satisfaction level.

THANK
YOU...

Nikita Chawade - P2372013

Viddyul Teotia - P2372014
Aboli Bhosale - P2372015
Janhavi Shirke - P2372016