The Ordinary Heroes of the Taj Hotel: Rohit Deshpande at TEDxNewEngland

Summary

On November 26, 2008, the Taj Mahal Palace Hotel in Mumbai was attacked by terrorists, resulting in a three-day siege. Despite the chaos, the hotel's staff, many of whom knew escape routes, chose to stay and protect the guests. Their bravery and adherence to the Indian hospitality principle of treating guests like gods led to the safe evacuation of over 1,600 people. This incident, initially a symbol of terror, has become a beacon of hope and an example of extraordinary leadership from below.

Takeaways

• 😷 The 2008 Mumbai attacks targeted multiple locations, including the historic Taj Mahal Palace Hotel, resulting in a three-day siege with significant loss of life.
• 👥 The terrorists were organized and heavily armed, using automatic weapons, explosives, and grenades to terrorize and kill guests and staff.
• 📞 Hotel staff, despite the chaos, managed to coordinate responses, instructing guests to stay in their rooms and avoid the attackers.
• 🏨 The Taj Mahal Palace Hotel's staff demonstrated extraordinary bravery and commitment to their guests' safety, choosing to stay and assist rather than flee.
• 🔄 The staff's knowledge of the hotel's layout was crucial in helping guests escape, as they knew the back routes, exits, and entrances.
• 🤝 The hotel's telephone operators played a vital role in communication, providing instructions to guests and maintaining contact throughout the ordeal.
• 🍽️ A group of chefs formed a human chain to evacuate guests, risking their lives and ultimately suffering heavy casualties.
• 🙏 The Unilever board members and their spouses were among the guests, and their experience highlighted the staff's composure and dedication to safety.
• 🛑 The hotel's general manager, Karambir Singh Kang, emphasized the responsibility of leadership, comparing himself to the captain of a ship who should be the last to leave.
• 🏆 The Taj Hotels' human resource policies focus on attitude over grades, training employees to be 'guest ambassadors,' and rewarding them with prompt recognition for exceptional service.
• 🌟 The story of the Taj Mahal Palace Hotel staff's actions during the Mumbai attacks serves as a beacon of hope and an example of leadership from below.

Q & A

What event took place on November 26, 2008, in Mumbai, India?

On November 26, 2008, a group of 10 terrorists attacked the city of Mumbai, including the iconic Taj Mahal Palace Hotel, causing havoc, terrorizing guests, and resulting in many casualties.

How did the terrorists manage to enter the Taj Mahal Palace Hotel?

The terrorists circumvented the metal detectors and entered the lobby, later joined by two more attackers who broke through a back door from the nearby Leopold Cafe.

What was the initial response of Hemant Oberoi upon learning about the shooting?

Hemant Oberoi, upon receiving the first call about the shooting, instructed his chef to close all the kitchens and restaurant doors to secure the area.

How did the hotel staff react to the chaos and danger during the attack?

The hotel staff displayed remarkable bravery and composure, choosing to stay and help guests rather than fleeing for their own safety.

What role did the hotel's telephone operators play during the siege?

The telephone operators became the hub of communication, calling every guest room to instruct them to stay in, not step out, and lock their doors, even after being initially evacuated.

Why were the guests at the Unilever event advised to separate and stay in different corners of the room?

The staff advised guests to separate to reduce the risk of being targeted together, increasing their chances of survival in case of an attack on their location.

How did the hotel staff assist in the evacuation of guests during the attack?

The hotel staff, including chefs, formed human chains to escort guests down stairs and away from danger in the darkness, risking their lives to ensure guest safety.

What tragic event occurred to General Manager Karambir Singh Kang's family during the siege?

General Manager Karambir Singh Kang's wife and two young sons died in a fire that swept through their living quarters on the hotel's sixth floor.

What was the outcome of the siege in terms of casualties among the guests and staff?

Out of approximately 1,700 people present, over 1,600 escaped safely. Thirty-four people died, half of whom were staff members of the hotel.

What cultural or organizational values are suggested as potential explanations for the staff's actions during the crisis?

Possible explanations include the Indian national culture of treating guests like God ('Atithi devo bhava'), the corporate culture of the Tata group, and the industry culture of hospitality, which emphasizes service to customers.

What unique approach does the Taj Hotels take in training their frontline employees?

Taj Hotels train their frontline employees to be 'guest ambassadors,' focusing on being the voice of the customer to the company, rather than just brand ambassadors.

How does the Taj Hotels' recognition and reward system differ from traditional monetary incentives?

The Taj Hotels' recognition and reward system emphasizes personal recognition, with employees being acknowledged within 48 hours of a guest commendation, rather than waiting for periodic bonuses.