The famous Taj palace hotel and towers became the centre of one of the most deadly terrorist attacks in the Indian – Sub Continent on 26 Nov. 2018. The employee’s behaviour during the crisis saved the lives of nearly 300 guests. The condition of Taj after this was so disastrous that it would have been profitable to leave the hotel as it was rather than reopening it.

However, Taj made remarkable effort of recovering not just to restore its damaged installations but also to ensure customer satisfaction as well as to uplift the spirit of all employees and staff.

The employee at Taj is viewed as an asset and is the real profit centre. “The criterion of the Taj people philosophy displays our commitment to and belief in our people” says Benard Martyris, is former senior VP, HR. In it is “Special Thanks and recognition System” (STARS) it aims at rewarding employees across all levels . The employee can earn points on the recommendation of colleagues or guests. Taj People Philosophy (TPP) covered all the aspects of and employee career planning from his joining till the death. Taj also implemented the popular performance management system called Balance Score Card in which employee could reviews his performance and make improvements.

  • A

    Collective bargaining

  • B

    Customer retention

  • C

    Treating employee as customer

  • D

    Implementation of performance management system