Lecture Notes: The 2008 Mumbai Terror Attacks and the Taj Mahal Palace Hotel

Overview of the Attack

• Date: November 26, 2008
• Location: Mumbai, India
• Target: Taj Mahal Palace Hotel among other locations
• Attackers: 10 terrorists with automatic weapons, plastic explosives, and grenades
• Impact: Havoc for three nights and two days

Detailed Sequence of Events

Initial Attack

• 9:00 PM: Explosion at Leopold Cafe
• Chaos: Crowds panic and rush into the Taj
• 9:35 - 9:40 PM: Hotel kitchens and restaurant doors ordered to be closed
• Entry: Two terrorists enter the lobby, joined by two terrorists from Leopold Cafe

Inside the Hotel

• Numbers: 500 registered guests, 600 in restaurants and banquets, 600 staff members
• Evacuation: Staff directed guests while staying calm and composed
• Communication: Telephone operators returned to duty, instructed guests to stay in rooms
• Attack Scale: Uncertainty about where terrorists were and ongoing actions

Individual Experiences

• Unilever Event: Senior management, including CEO, were guests
• Response: Staff advised guests, stayed composed even amid chaos
• Evacuation: Guests led out by staff; staff often returned to help additional guests

Heroic Actions by Staff

• No Flight Response: Contrary to typical human behavior, none of the staff fled
• Efforts: Staff formed human chains during evacuation, provided constant support
• Casualties: 34 people died, half of whom were staff; 1,600+ safely evacuated

Leadership and Cultural Context

• Leadership from Below: Actions driven by lower-rung employees
• Cultural Factors: "Atithi devo bhava" - Guest is like God
• Corporate Culture: Tata group known for benevolent human resource policies
• Industry Culture: Importance of hospitality and customer service

Human Resource Policies at Taj Hotels

Recruitment

• Locations: Small towns, not major cities
• Criteria: Attitude and respect for elders, not academic grades

Training

• Concept: Employees as guest ambassadors, representing guests to the company

Motivation and Rewards

• Recognition: Immediate acknowledgment within 48 hours for exceptional service
• Awards: Hermes Award for innovation in HR management (STARS program)

Lessons and Takeaways

• Customer-Centric Culture: Importance of treating customers/guests as central
• Employer-Employee Relationship: Rethink the relational contract

Conclusion

• An inspirational account of dedication amidst a tragic event
• Transforming a symbol of terrorism into a beacon of hope