The Real Hero
No
one in India can forget 26/11. One of our leading hotels – The Taj was one of
the eight places in Mumbai, which were attacked by terrorists.
These
attacks began on Wednesday, 26 November and lasted until Saturday, 29 November
2008, killing 164 people and wounding at least 308. In the Taj, 31 people died
and 28 were hurt. Yet, the guests still remember & appreciate the
courage, dedication & sacrifice of the hotel staff that made the Taj stool
tall as a pure symbol of supreme & wholehearted services.
On
November 26, 2008, many guests were present at Hotel Taj. Around 9:30 pm, people inside the hotel heard
sound similar to that of fireworks and thought that it was coming from nearby
wedding. But the sound was from first gunshots by terrorists who were entering
in the Taj.
The
staff of the hotel quickly realized something was wrong. They immediately
locked the doors and turned off the lights. Guests were asked to lie down
quietly on the floors under the tables and were asked to switch off their
mobile phones.
The
terrorists were rampaging through out the hotel; hurling grenades, firing
automatic weapons, and tearing the place apart. In such a critical situation,
The Taj employees were trying to look very calm and were serving people and
asking for their needs.
The
staff of the restaurant and banquet were trying to rush people at safer
locations. Telephone operators and guards were doing the duty of alerting
guests to lock doors and not to step out. Kitchen staff formed human shields to
protect guests during evacuation attempts. The eleven employees of Taj, Mumbai
sacrifices their lives while helping their guests to escape.
It
was the dedication of employees, their desire to protect guests with quick
decision making will always be remembered by the guests.
Employees
of the Taj Mumbai’s gave a new meaning to the definition of Service during the
terrorist attack. But how it was
possible? Why the employees were not scared? Why they sacrificed their lives
while rescuing their guests? How they were so calm and quiet during the attack?
It
is due to India’s ancient culture of hospitality, where we believe that
Guest is like a God (Athithi Devo Bhavo); the values of the House of Tata; the
organizational culture of Tata group where employees are trained to do their
best for their guests; their customer centric approach which make employees
even sacrifice their lives for the safety of their guests.
Its True that We Indian believe in Athithi Devo Bhavo..Jai Ho
ReplyDeleteTrue Madam
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