Terror at the Taj Bombay

Customer-Centric Leadership, Multimedia Case

Group 9: Abhishwet | Praveen | Rachit | Shubham | Ujjwal

HISTORY
The Taj Mahal Palace Hotelis a five-star hotel located in
theColabaregion ofMumbai,Maharashtra, India, next to
theGateway of India
Taj was commissioned by TATA in 1903
The original Indian architects were Sitaram Khanderao Vaidya and
D. N. Mirza, and the project was completed by an English engineer,
W. A. Chambers
The builder was Khansaheb Sorabji Ruttonji Contractor who also
designed and built its famous central floating staircase
The cost of construction was 250,000 (127 million in 2008
prices)
On 26 November 2008, in a series of attacks in Mumbai, the hotel
was attacked byLashkar-e-Taiba

Q1.How do you explain the reactions of Taj Bombay hotel employees to

guests (customers) during the 26/11 crisis?
Employees surrounded the guests, calmed them and helped them to evacuate
There was continous support from the telephone operators working there which helped in
calming customers in a big way
As TATA group is known for being with its employees in crisis, employees followed the
same approach
They totally believed in the ideology of Atithi Devo Bhava
Taj embedded selflessness culture in employees by treating them the same way and
helping each and every employee when needed
When their co-workers are being shot, they continued to protect the guests (customers)
Staff forming a human shield to protect guests at the time of evacuation
Taj has a unique blend of shared values which develops a positive environment among
employees and guests

Q 2.Could this employee response have occurred at another hotel in Mumbai;

in another hospitality industry setting; or in an organization you have worked
in?
The attitude of the employees depends a lot on the culture imbibed in the organization by
the practices followed over the year
These practices have been developed in Taj over a period of time by employees backed by
higher management
Employees should be highly motivated and committed to their job to perform such an act

Though seems difficult, the model can be replicated by other organizations too

The organization should ensure that proper values have been communicated to the
employees and are being practiced and followed by them
Higher management and HR department of the company should play a key role to ensure
compliance with the organization values and ethics

THANK YOU