An organization is a blend of assets and liabilities, assets like work force, land; capital and liabilities like rent loans and so on. But, have you ever thought what is the greatest asset of any organization? Capital? Certainly not; land? No! The greatest asset is its work force.
We all are well versed with the 26/11 bomb blast that had shivered us for consecutive days. Nobody ever thought that our Taj Hotel that stands to be one of the major attractions of the city might face bullets and bombs. However, what was even more baffling is the fact that the top quality of management that each level of employee showed even when Taj was seen burning in flames.
This case study was taken under Harvard Business School as to what made the employees of the organization manage this kind of crises so well.
It is believed that as they could sense the bullets being shot, the staff did not panic in fact they the staff constantly ringed in the respective rooms of the guests, offered them water and kept as calm as they can. Research also says that employees in the hotel knew all the secret exits yet they did not run, they instead helped to get their guests out. Telephone operators were alert and remained on their positions even at that situation informing people to switch off their lights. There was complete empathy and compassion shown by the staff, even in the crises the chefs formed human chain letting the guests out first. It is also said that people who died in the hotel were mostly employees and not even a single guest died in chaos.
Even though there was no manual prescribed to them, what made them handle something as horrendous as a blast so calmly?
A few business schools researched on this and figured out that Taj Hotel recruitments are not done on the grades rather people who are good at soft skills, compassion, and dedication are hired. Employees belonging to small cities like Nasik, Pune, Deheradhun, Mysore and Chandigarh are preferred instead of the ones from metropolitan cities. It is also observed that during the background check recruiters often call up to the respective schools of the prospective candidates and talk to the headmaster about him/her. They believe that a higher level of Indian core values is found in small towns than big cities.
They do not tend to look out for a candidate who is self sufficient, a mathematician or a fluent English speaker rather they judge any candidate on three significant parameters –
- Respect towards elders
- Cheerfulness and positive attitude
- Need of the job to support family
The teachings engraved by TATA group to their employees make the employee think about the customers before him/her. After all, it is not the grades but soft skills that make a better impression in service sector. Any organization grows due to the invested capital and returns but the survival and maintenance definitely depends upon how the staff is trained and treated.