Cristian Garcia

Digital Business Strategy

where data and creativity collide

Leadership from below: The Ordinary Heroes of the Taj Hotel

A few days ago I watched “Hotel Mumbai” a film that depicts the awful events that happened 11 years ago [November 26th 2008] when a group of terrorists attacked several key parts of the city killing over 150 people.

I vaguely remembered the facts, so I went into an internet frenzy to understand more about this atrocity. After a few clicks, I ran into this wonderful video that aims to explain one of the most intriguing things about the terrorists attacks: why the Taj Mumbai Hotel employees decided not to escape but help all the guest that were trapped with them?

If you manage people, watch this video, it explains 3 interesting concepts:

  1. Counter-intuitive hiring

  2. Respect and immediate recognition for the employees

  3. Having guest ambassadors (not brand ambassadors) as a company philosophy

If you want to know more about the Taj hiring practices and their human resources approach, check this abstract from the book “Corporate champions” by B. Karunakar

Cristian Garcia (cc) by-nc-sa | Made in 🇬🇧 |  2005 - 2019