Taj Hotels Resorts and Palaces couldn't make things more challenging for itself if it tried. Hospitality is always a tough industry, but in addition to running more than 100 hotels around the world, Taj rents luxury jets, provides travel services, and has an air catering business.

Maintaining a brand identity and consistent service standards can be tricky for any company, but Taj must do this on land, on water, and in the sky with 24,000 people, every minute of every day. Taj has overcome difficulties with a few strategic commitments. It’s committed to engagement, which helps its 24,000 employees deliver the brand promise to thousands of customers every day. It’s committed to well-being, which keeps employees healthy, happy, and engaged. And it’s committed to delighting customers, whether they are princes or paupers. It’s an approach that works, as you’ll see in the following conversation between H.N. Shrinivas, senior vice president of human resources at Taj, and the Gallup Business Journal.

Gallup Business Journal: Why is Taj Hotels interested in employee engagement?

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