The Taj Group HR Practices By Rohit Deshpande And Anjali Raina.

1. The Ordinary Heroes of
The Taj
TERRORIST ATTACK ON 26TH NOVEMBER 2008
CIMP
, PATNA
ROHIT RAJ

2. What happen that time?
 At 9:30 PM, first gunshots heard by Mallika Jagad who was assigned to manage the event in a
second floor banquet room.
How did employees react?
They all know all the back routes, the exits, how to get out and how to get out fast from all these
chaos.

3. So, how many employee
fled away from there?

4.  No one fled away from the spot, even they put guest safety first by sacrificing there own life to
save guest.
 Whole night terrorist rampaging through the hotel, hurling grenades, firing automatic weapons
and tearing the place a part but the Taj staff kept calm, according to the guests, and constantly
went around to offering water and asking people if they need something.
 Karambir Singh kang, The Taj general manager, his wife and children were also killed by terrorist
but he did not fled away and told his father that.
(I’m captain of the ship, I have to be the last one to leave and if it sinks, I sink with it)

5. Some examples how Taj staff help guests
 Restaurant and banquet staff rushed people to safe location .
 Telephone operators stayed at their posts, alerting guests to lock doors and not step out.
 Kitchen staff formed human shields to protect guests during evacuation.
 Some of the staff sacrificed their life during helping, between 1200 to 1500 guests escape.

6. What created the extreme customer – centric culture of employee when they
have option to save their own life first instead of guests?
 The Taj employees actions were not prescribed in manuals, no official policies or procedures existed
for an event such like as 26/11.
 The staff saves guests life because India’s ancients culture hospitality, The value system in such that
a guest is to be treated like god.
 It would be legacy and values of House of Tata which has tropical roots in the patriotic movement
for free India.

7. A value driven Recruitment system
 Taj group mostly hires for their frontline staff from smaller cities and towns like such as Pune not
Mumbai, Dehradun not Delhi etc.
 The Taj group hire from small cities because they believe that traditional Indian values, as like
respect for elders and teachers, humility consideration of others, discipline and honesty are higher
than with respect to big cities where youngsters are increasingly driven by money.
 Big cities youngster are unlikely to be loyal to the company or empathetic with customers.

8. Continue….
 It’s recruiters look for 3 three character traits:
1. Respect for elders
2. Cheerfulness
3. Neediness
 The selected candidates sent to the nearest six residential Taj group Skill- certification centers.
 Trainees learn and earn for the next 18 months, fooding and accommodation given by company itself.
 Trainees receives Rs. 5000/month stipend in 1st year and Rs. 7000/month from the 2nd year.
 The Taj group recruits supervisors and junior managers from more than 100 HM institute.

9. Training customer Ambassadors
 Most of the hotel chains give 12 months training where Taj group insist on 18 months training.
 They ensure that employees can deal with guests without consulting a supervisor.
 Two hours weekly debriefing session with every trainee.
 The company imparts 3 kinds of skills, Technical skills, grooming and personality.
 Trainees can do any thing to delight there guests, they do not have to take permission from their senior
executive.
H.N. Shrinivas, the senior VP of HR for the Taj Group.
(If you empower employees to take decision as agents of the customer, it energizes them and makes them
feel in command)

10. A Recognition As Reward System
 In 2001 the Taj Group created a Special thanks and recognition system, also known as (STARS) that
links customer delight to employees rewards.
 Employees accumulate points throughout the year in 3 domains such as compliments from guests,
compliments from colleagues and their suggestion.
 There is also marks given on the basis of their suggestion.
 When guests gives a appreciation notes, the employee receives it within only 48hrs.