"We write down everything, " says Karambir Singh Kang, area director, USA, for Taj Hotels and general manager of the Taj Boston.

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Along the way, a member of staff pointed out the residence of Princess Esra Jah, who has overseen a painstaking 10-year restoration by Taj Hotels.

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Although linking service and rewards practices to performance during crisis seems a bit specious, the article does give a glimpse of just how Taj Hotels makes their employees feel appreciated.

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