How Taj Hotel's staff saved lives in 26/11

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Markers

00:00 Introduction
02:20 What was it like in the Taj on 26/11?
02:51 How people normally behave in a panic situation
04:27 Story of Thomas Varghese
05:54 Amit Peshave and the Taj control room operators
06:48 This is not the only incident of exemplary hospitality by Taj Employees
07:17 So, why did the Taj Staff rise beyond the call of duty?
07:35 HR Policies of TAJ
07:59 The Taj hires people for character and not for grades
08:37 Customer centric training
09:19 A Recognition-as-Reward System
09:45 the culture of Atithi devo bhava in India
09:57 Criticism
11:01 Conclusion

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