The Ordinary Heroes of Taj

What were the actions taken by the heroes of Taj Mumbai?

Untitled Slide

• Overall staff
• Telephone operators
• Banquet team
• Chefs

What core beliefs did the stories reflect ?

Beliefs

• Traditional Indian values: respect, humility, honesty
• Must want to make other people happy
• Cheerful and optimistic
• Put guest first

How pervasive were these beliefs, through the organisation's hierarchical levels?

Value driven Recruitment system

• Seek fresh recruits
• Hire from small towns
• Recruit from high schools and second-tier business schools

Fresh & potential employee

Training customers AMBASSADOR

• 18 months program
• Trainings are conducted by incumbent managers
• General manager's welcome

Every level

Recognition driven reward system

• STARS committee: hotel’s general manager, HR manager, training manager, and the concerned department head review all the nominations
• Participation from all employees

Every level