Article: #13 Taj Hotels: Icon of Hospitality

Employee Engagement

#13 Taj Hotels: Icon of Hospitality

Success undelies in the commitment and pledge of its people

Each employee is considered a representative of the company signifying the spirit of warmth and providing the highest standard of service


Part of the Tata Group, Taj Hotel Resorts and Palaces is an icon of utmost hospitality service provider in the country and worldwide. The first step towards building this grand empire was taken in 1903 by Jamsetji N. Tata when The Taj Mahal Palace Hotel, Bombay threw open its doors to the public in 1903. With over 60 hotels spread over 45 locations across India and 15 international hotels worldwide, there is no looking back for this leader who ranks #13 in the Great Place to Work® Institute’s Study and #2 in the Industry Category of the Best Company in Large Organizations (with more than 10,000 employees).

This chain of hotels believes that its success underlies in the commitment and pledge of its people. Every employee is considered a representative of the company signifying the everlasting spirit of warmth and providing the highest form of service standard. The success of the hotel industry rests on the delight created for the guest that emerges out of various moments of truth experienced by the guest when the hotel provides a service. It is a reflection of the core values, innovation and extraordinary efforts of the employees. In an attempt to distinguish the outstanding service delivered by their staff, any employee who has shown deep commitment and dedication towards guest satisfaction is rewarded in presence of the senior leadership. Taj has devised an award winning, globally recognized employee reward and recognition system for the same.

The special moments experienced by the guest is one of the key drivers of customer and to acknowledge these moments Taj has a program called Special Thanks and Recognition Systems (STARS), which is applicable to all levels of employees. Reward points are provided for each extraordinary act and based on the same, the associate can reach various levels of the scheme. Attainment of each level is rewarded by a STARS badge worn on the lapel of the uniform which differentiates the ‘Star’ from other associates.

This institution also believes in holistic development of individuals and provides various opportunities for self-improvement. Advanced management programs are conducted for senior, middle, junior as well as supervisory cadres. The organization also has an institutionalized talent management program called Emerging Leaders, which comprises of a series of diagnostic studies to assess the leadership competencies, provide an individual development and further provide developmental inputs. The organization also has tie ups with leading management institutes which provide executive MBA programs for employees of Taj.

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Topics: Employee Engagement, #Culture, #BestPractices

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