Call of duty
The heroic response by the employees of Mumbai's landmark Taj Hotel during the 26/11 terror attacks is now a case study at Harvard Business School that focusses on the staff's selfless service for its customers and how they went beyond their call of duty to save lives.
It was clearly a saga of extraordinary heroics by ordinary people for their organisation and in a way for their country.
Karambir Kang, the General Manager of Taj Hotel, who showed extraordinary courage, was in the lobby of the 107-year-old building of the Taj and became famous as the man who worked without sleep to try and save his guests. Even after his family had perished in the same attack.
A lady guest relation executive with the HLL gathering stopped every member from going out. The young lady who protected and looked after the HLL guests was a management trainee.
Thomas George, a captain, escorted 54 guests from a backdoor and when he was going down last he was shot by the terrorist.
The attack happened on 26th November, a significant part of the hotel was burnt down and destroyed – the hotel was re-opened on 21st December.