Employee Engagement at Taj Hotels

Code : HRM0086

Year :

Organization :
Taj Hotels Resorts and Palaces

Industry : Hotel / Hospitality

Region : India, Global

Teaching Note:Available

Structured Assignment :Not Available

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BACKGROUND NOTE: The Indian Hotels Company Limited (IHCL) and its subsidiaries, branded as Taj Hotels Resorts and Palaces, were considered to be among Asia’s largest hotel chains and one of its outstanding ones. The first hotel – Taj Mahal Palace, in Mumbai, Western India (formerly called Bombay), was started by Jamsetji Tata in 1903. There were multiple stories about what made Jamsetji Tata enter the hotel industry. According to one story, Jamsetji Tata was not allowed to enter some British-run Bombay hotels, whereupon he decided to construct a hotel. According to another, a complaint from one visitor in Bombay that Indian hotels were of poor quality sparked Jamsetji’s decision to build a hotel. From 1903 to 1970, Taj ran a single hotel, the Taj Mahal Palace Hotel. Then in 1938, the visionary JRD Tata became the Chairman of Tata Sons, and he planted the seeds for the future growth of the Taj. In 1974, the company opened its first five star deluxe beach resort, the Fort Aguada Beach Resort in Goa and from 1984 onward it started widening it business in cosmopolitan cities in India like Bengaluru (Bangalore) and Kolkata (Calcutta)...

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EMPLOYEE ENGAGEMENT AT TAJ: Taj believed in the philosophy that choosing the right people from the right source would make Taj’s journey more comfortable. It hired prospective frontline staff from small cities and towns like Haldia, Mysore, Indore, Dehradun, and Coimbatore, and not from the big cities like other companies. The main idea behind this was that the people coming from small towns appreciated traditional values and culture like giving respect to elders, humility, consideration for others, self discipline, honesty, loyalty, and empathy. Taj recruited young staff directly from high schools and mainly focused on three criteria while considering them for employment: respect for elders and others, ability to work in adverse situations, and need of money to survive..

THE ROAD AHEAD: The Taj had a highly engaged and loyal workforce, the loyalty index of Taj employees having set a global benchmark of 80%; also the benchmark level of employee engagement had translated to a ‘guest first’ culture at touch points within the hotel, where employees consistently strove to meet and exceed guest expectations..

Exhibit I:The 2015 Gallup Great Workplace Award Recipients
Exhibit II:Growth of Hotel Industry in India
Exhibit III:Challenges Faced by Hotel Industry in India
Exhibit IV:Hotel Industry in India
Exhibit V:Gold List 2016: Our Favourite Hotels in Asia
Exhibit VI:KRA for Assistant Housekeeping Manager

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