IIPM, GURGAON
Their hospitality matches the grand name. There’s nothing left to say when its employees don’t leave their guests even during a terror attack...
When Jamshed Ji Tata created history way back in 1903 with the opening of India’s first luxury hotel, little did he know that Taj will be hitting the headlines of global media after a century. But it did, although for all the wrong reasons - a terror attack. Nevertheless, the tragic incident displayed the heroics of the employees of this prestigious hotel. Ratan Tata, Chairman, Tata Group, gets emotional when he talks of the incident. “The heros of that evening were members of staff, many of whom lost their lives. But people used their head and saved people, and sheltered so many of the guests who were there either for dinner or otherwise, and got them out.” The incident showcased the commitment of Taj employees towards their service who refused to escape even in that situation of extreme terror. Small wonder that the Taj emerged with an even more glowing reputation after 26/11. The daily routine of a Taj employee is nothing similar to the incidents of that fateful day, but the dedication to serve its guests is almost similar.
We spoke to a 30-year-old chef at Taj on conditions of anonymity (as it’s against the company policy to allow its mid-level staff to interact with the media) to get a hang of his activities through the day. He told us that his day starts early and begins with planning the day - staff duty planning, updating staff about kebab & curry, stabilising hygienic standards of the kitchen, looking after the staff’s personal hygiene, receiving various supplies (which come on daily basis like butchery, dairy et al), co-ordatinating with managers in charges of banquet functions, setting the menus for the day... phew! And the fellow is not even complaining! In fact, he says, each of his colleagues have a similar level of commitment to serving guests at the hotel.
No wonder that the foreign tourist arrival in the Taj increased by a whopping 6% and summed up to 5.37 million tourist’s inflow in 2008 despite fears of recession looming around. Even the RevPar along with ARRs increased at a good rate. Taj has an edge over others as it has changed itself with time. They were among the first in the country to introduce 42 inch plasma TVs in all rooms along with ergonomic imported chairs worth $500 each, L-shaped work stations, steam baths in place of traditional bath tubs and more. Hospitality analyst Amol Rao avers, “What makes Taj best among the lot is its constant drive to provide customised services to its customers.” Truly, a day at one of the icon brands of India has to be as great as the name itself.
Neha Saraiya
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Source : IIPM Editorial, 2009
An Initiative of IIPM, Malay Chaudhuri and Arindam chaudhuri (Renowned Management Guru and Economist).
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