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Greatness of Ratan TataOctober 10, 2009Meeting with H N
Srinivas – Senior Executive Vice President, Taj Group of Hotels
A.
Terrorist entry
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They entered from the Leopold Colaba hotel entrance and also from the northern
entrance – spraying indiscriminate bullets on the Taj security personnel and
guests in general.
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Though Taj had a reasonable security – they were surely not equipped to deal
with terrorists who were spraying 6 bullets per trigger.
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The strategy of the terrorists was to throw chunks of RDX in an open area that
will explode and burn – creating chaos so that the guests and staff run helter
skelter so that the terrorists could kill them. The idea was to create maximum
casualties.
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There were several critical gatherings and functions happening in the hotel on
that day – a Bohra wedding, global meet of Unilever CEOs and Board members and 2
other corporate meetings were being held in the hotel – besides the usual crowd.
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The firing and chaos began at about 8.30 p.m. and the staff including employees
on casual and contract basis displayed exemplary presence of mind, courage and
sacrifice to protect the guests who were in various halls and conference rooms.
B. Stories of Staff Heroics
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A young lady guest relation executive with the HLL gathering stopped any of the
members going out and volunteered 3 times to go out and get stuff such as ice
cubes for guests when the situation outside the hall was very explosives and she
could have been easily the target of the bullets.
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Thomas George a captain escorted 54 guests from a backdoor staircase and when he
was going down last he was shot by the terrorists
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There were 500 emails from various guests narrating heroics of the staff and
thanking them for saving their lives
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In a subsequent function, Ratan Tata broke down in full public view and sobbed
saying – “the company belongs to these people”.
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The wife of Thomas George who laid his life saving others said, she and the kids
were proud of the man and that she did not know that for 25 years she lived with
a man who was so courageous and brave.
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The episode happened on 26th November, a significant part of the
hotel was burnt down and destroyed – the hotel was re-opened on 21st
December and all the employees of the hotel were paraded in front of the guests.
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It was clearly a saga of extra-ordinary heroics by ordinary people for their
organisation and in a way for their country. The sense of duty and service was
unprecedented.
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The young lady who protected and looked after the HLL guests was a management
trainee and we often speak of juniority and seniority in the organisation. She
had no instructions from any supervisor to do what she did -
o
She took just 3 minutes to rescue the entire team through the kitchen
o
Cars were organised outside the hotel as per seniority of the members
People who exhibited courage included janitors, waiters, directors, artisans and
captains – all level of people
C. THE TATA GESTURE
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All category of employees including those who had completed even 1 day as
casuals were treated on duty during the time the hotel was closed
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Relief and assistance to all those who were injured and killed
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The relief and assistance was extended to all those who died at the railway
station, surroundings including the “Pav-Bhaji” vendor and the pan shop owners
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During the time the hotel was closed, the salaries were sent by money order
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A psychiatric cell was established in collaboration with Tata Institute of
Social Sciences to counsel those who needed such help
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The thoughts and anxieties going on people’s mind was constantly tracked and
where needed psychological help provided
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Employee outreach centers were opened where all help, food, water, sanitation,
first aid and counseling was provided. 1600 employees were covered by this
facility
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Every employee was assigned to one mentor and it was that person’s
responsibility to act as a “single window” clearance for any help that the
person required
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Ratan Tata personally visited the families of all the 80 employees who in some
manner – either through injury or death – were affected.
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The dependents of the employees were flown from outside Mumbai to Mumbai and
taken care off in terms of ensuring mental assurance and peace. They were all
accommodated in Hotel President for 3 weeks
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Ratan Tata himself asked the families and dependents – as to what they wanted
him to do.
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In a record time of 20 days, a new trust was created by the Tatas for the
purpose of relief of employees.
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What is unique is that even the other people, the railway employees, the police
staff, the pedestrians who had nothing to do with Tatas were covered by
compensation. Each one of them was provided subsistence allowance of Rs. 10,000
per month for 6 months.
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A 4 year old granddaughter of a vendor got 4 bullets in her and only one was
removed in the Government hospital. She was taken to Bombay hospital and several
lacs were spent by the Tatas on her to fully recover her
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New hand carts were provided to several vendors who lost their carts
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Tata will take responsibility of life education of 46 children of the victims of
the terror
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This was the most trying period in the life of the organisation. Senior managers
including Ratan Tata were attending funerals over the 3 days that were most
horrible
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The settlement for every deceased member ranged from Rs. 36 to 85 lacs in
addition to the following benefits:
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Full last salary for life for the family and dependents
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Complete responsibility of education of children and dependents
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Full Medical facility for the whole family and dependents for rest of their life
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All loans and advances were waived off – irrespective of the amount
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Counselor for life for each person
D. Epilogue
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How was such passion created among the employees? How and why did they behave
the way they did?
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The organisation is clear that it is not something that someone can take credit
for. It is not some training and development that created such behaviour. If
someone suggests that – everyone laughs.
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It has to do with the DNA of the organisation, with the way the TATA culture
exists and above all with the situation that prevailed that time. The
organisation has always been telling that customers and guests are #1 priority
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It is history now that the hotel business was started by Jamshedji Tata when he
was once insulted by a British Hotel and refused entrance because he was an
Indian.
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He created several institutions which later became icons of progress, culture
and modernity. IISc is one such institute. He was told by the rulers at that
time that he can acquire land for IISc to the extent he could fence the same. He
could afford fencing only 400 acres.
When, at the above mentioned HR function, the group hesitatingly made a very
rich proposal to Ratan – he said – “Do you think we are doing enough?”
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