Taj Hotel India Marketing

1. Imagine yourself to be a guest at Taj on that fateful day of the attack. Is there any possibility that you would patronize the hotel again? What if you were a long-standing customer? First-time customer?

It is almost 8 yrs. since the horrible incident, 10 young men who entered the city and for three consecutive days city was wrapped in terror. After watching the video and imagining myself at that place, it is a nightmare. Will definitely salute the staff of Taj for the great peace of work they have done. We only find this at border (Army Jawan’s sacrificing their life’s for the country) or we sacrifice our life only when it comes to our family, Still I doubt whether I can sacrifice my life for my family. However, this is a great work by the employees of Taj that they put their life before the guest’s life. As in the video, they told that Taj has a slogan for their employees “अतिथिदेवो भव” (Atithi Devo Bhava) which means the guest is equal to god. They really meant it rather than simply having a slogan. The First possibility was that the staffs would have escaped the mishap as they all were aware of the exits, but instead they were guiding the guests to safer places by having them the shields. Even the chiefs have done a great job by forming human chain and guiding the guests out of the hotel. Even some chiefs lost their life when the terrorist tried to attack them. As in the video GM Karambir who lost his wife and two children in the fire. I cannot even imagine myself in that situation and still dare to save the guests. Not only this but also some other incident which was told by the manager that an old person lost his walking stick and the room service staff made a new walking stick and exceeded the customer expectation. This is not a regular thing, which happens in a hotel. They actually mean it that customers are God. When I put myself at that situation and would have witnessed the way these staffs protected me, I’m alive because of them they were the reason that still I’m breathing. Definitely will visit the hotel again may it be a long-standing or First-time customer. I will actually feel that I’m safe to be visiting the hotel.

1. Did Taj prepare their employees for such a disaster? Would the employee response be different in a different hotel/industry? What do you think would have been employee response if SNU/HCL was attacked?

No, I do not think that they were ready for such disaster. Normally all hotels and hospitality services have emergency drills on regular basis. So they were not ready for such a disaster. The employee response may differ from hotel/industry as that depends on their core value. If they are with the core values in all aspects to serve the customer them they can also have the same scenario. However, the core values for customers is seen only in a handful of hotels/industries as per my visit or knowledge.