The Ordinary Heroes of the Taj Hotel: Rohit Deshpande
The Taj Hotel terror attack has become a massive psychology case study at Harvard! Not ONE Taj employee abandoned the hotel and ran away, but stayed right through the attack. They helped the guests escape and, in the process, many employees died. It confounded psychologists!
Finally, they pin-pointed 3 recruitment strategies :
1) Taj did not recruit from big cities. They recruited from smaller cities where traditional culture still holds strong.
2) They did not recruit toppers. They spoke to school masters to find out who were most respectful of their parents, elders, teachers and and others.
3) They taught their employees to be ambassadors of their guests to the organisation not ambassadors of the company to their guests.
The results are stupefying.
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