0:00:04 > 0:00:06MUSIC: Piya Tu Ab To Aaja by Asha Bhosle
0:00:06 > 0:00:08Mumbai.
0:00:10 > 0:00:12The biggest city in India.
0:00:14 > 0:00:18Endlessly rich in culture
0:00:18 > 0:00:20and in contradictions.
0:00:22 > 0:00:27It's home to one of the oldest and grandest hotels in the world,
0:00:27 > 0:00:29the Taj Mahal Palace.
0:00:31 > 0:00:34It's beyond just luxury.
0:00:34 > 0:00:40You know, this is a mirage in the middle of this city.
0:00:40 > 0:00:43It has over 500 rooms...
0:00:44 > 0:00:48..and 1,500 staff.
0:00:48 > 0:00:50I don't feel that I'm 61,
0:00:50 > 0:00:52I feel that I'm 16.
0:00:52 > 0:00:55Taj has built me very strongly.
0:00:57 > 0:00:59It's famed for being meticulous,
0:00:59 > 0:01:01where no detail is too small
0:01:01 > 0:01:03or demand too great.
0:01:03 > 0:01:05Anything that's possible.
0:01:05 > 0:01:08Can I get you a pink elephant? I'll try!
0:01:08 > 0:01:09HE LAUGHS
0:01:09 > 0:01:13With an army of staff striving for flawless service.
0:01:15 > 0:01:19This is India and we frankly don't say no to anything.
0:01:19 > 0:01:22It's where the super-rich of today
0:01:22 > 0:01:25come to live like the maharajas of India's past.
0:01:25 > 0:01:30Sometimes I close my eyes and I pretend that all of India
0:01:30 > 0:01:32is like this.
0:01:49 > 0:01:52MUSIC: Moonlight Serenade by Glenn Miller
0:01:54 > 0:01:57Since the hotel opened its doors in 1903,
0:01:57 > 0:02:01the daily demands of guests have been met by English-style butlers.
0:02:08 > 0:02:11They are schooled in every aspect of a guest's stay.
0:02:11 > 0:02:14During the visit, what are all the things we have to keep in our mind?
0:02:14 > 0:02:19Basically, getting yourself ready for the VIP visit.
0:02:19 > 0:02:21It can be a state head, a business head,
0:02:21 > 0:02:23it can be a celebrity.
0:02:25 > 0:02:29Just get the tea set up ready, and also the breakfast set up,
0:02:29 > 0:02:32because she will call any moment.
0:02:32 > 0:02:35It is like a second home to the guests who are travelling,
0:02:35 > 0:02:38so as far as business travellers are concerned,
0:02:38 > 0:02:40they can't take their entire team along with them.
0:02:40 > 0:02:44But this is the one who
0:02:44 > 0:02:46can create or gives a kind of service
0:02:46 > 0:02:49that they are used to in their home
0:02:49 > 0:02:51or in their business unit.
0:02:51 > 0:02:54Then you start doing the research on their preferences.
0:02:54 > 0:02:58For example, does somebody have a habit of jogging?
0:02:58 > 0:03:01So you know that now you have to have a jogging map in the room.
0:03:01 > 0:03:03So these are the things that you have to remember,
0:03:03 > 0:03:06especially when the lady valets are upcoming.
0:03:06 > 0:03:09So they have notes of vanity requirement.
0:03:09 > 0:03:15Like a, what do you call it, a heavy-duty...your hair dryer.
0:03:15 > 0:03:17That's the reason we, as a butler service,
0:03:17 > 0:03:20are here - to give the meaning of luxury to our guest.
0:03:20 > 0:03:24Thank you very much, have a great evening.
0:03:30 > 0:03:32When a regular guest returns,
0:03:32 > 0:03:35their room is set to their specific preferences...
0:03:38 > 0:03:39..by their preferred butler.
0:03:41 > 0:03:44- You want it to be perfect? - Yes, ma'am.
0:03:44 > 0:03:47What do you know about this guest?
0:03:47 > 0:03:51He's a very regular guest.
0:03:51 > 0:03:55And his preferences...like he likes talcum powder in the room,
0:03:55 > 0:04:00which will be set from the housekeeping side.
0:04:00 > 0:04:03Adrian is preparing for the arrival of Tikka Singh.
0:04:04 > 0:04:08Whenever he comes up to us, we definitely look after him.
0:04:12 > 0:04:16Tikka is a descendant of one of India's royal dynasties,
0:04:16 > 0:04:19with a history rather older than the hotel itself.
0:04:19 > 0:04:21MUSIC: Yeh Raat Bjeegi Bheegi by Raj Kapoor
0:04:26 > 0:04:29- A garland, sir.- Thank you, how are you?
0:04:29 > 0:04:31- Good afternoon, Mr Singh. - How are you?
0:04:31 > 0:04:37- I'm fine, thank you, sir, how are you?- Nice to see you.
0:04:37 > 0:04:39Oh, how nice. It's beautiful.
0:04:41 > 0:04:43I love these flowers, yes, absolutely.
0:04:43 > 0:04:46- Who did this?- The housekeeping department.- Please thank them.
0:04:46 > 0:04:48- Certainly, I'll do that. - It's absolutely exquisite.
0:04:48 > 0:04:50Thank you.
0:04:52 > 0:04:56- Enjoy your stay with us, sir, a pleasure to have you back, sir. - Thank you very much.
0:04:56 > 0:04:58- I'll have some of that.- Mr Singh,
0:04:58 > 0:05:01- what would you like to enjoy, sir? - I'll try the guava berry.
0:05:01 > 0:05:04- Certainly, sir. A cold towel for you, sir.- Very nice.
0:05:04 > 0:05:07Where would you like me to place the guava berry for you, sir?
0:05:07 > 0:05:10I'll drink it right now, in fact.
0:05:10 > 0:05:14I'm not entirely sure how I should address you.
0:05:14 > 0:05:16Is it Mr or Your Excellency...?
0:05:16 > 0:05:20Or Tikka-ji.
0:05:20 > 0:05:21- Tikka-ji?- Yes.
0:05:21 > 0:05:24- And Tikka means...? - It means "crown prince".
0:05:27 > 0:05:33Before Independence, the maharajahs ruled over vast swathes of India.
0:05:35 > 0:05:39Tikka's great-grandfather was the Maharajah of the province
0:05:39 > 0:05:41of Karputhala.
0:05:41 > 0:05:44NEWSREEL: From every corner of the state, they bring him gifts.
0:05:44 > 0:05:46They make abasements before the maharaja
0:05:46 > 0:05:49and his four-year-old grandson.
0:05:49 > 0:05:52He became ruler at the age of five.
0:05:52 > 0:05:55They weigh him with pieces of solid gold which afterwards are distributed
0:05:55 > 0:05:57to the poor,
0:05:57 > 0:06:01and days of feasting end with a durbar and state procession.
0:06:02 > 0:06:06The last maharaja, my great-grandfather,
0:06:06 > 0:06:07died in this hotel.
0:06:07 > 0:06:12He was on his way for a last visit to Europe in 1949.
0:06:14 > 0:06:16There's been great attachment with this property,
0:06:16 > 0:06:19five generations have come.
0:06:19 > 0:06:22He was very friendly with Mr Tata.
0:06:22 > 0:06:25He came for the inauguration in 1903.
0:06:25 > 0:06:27- The original founder of the hotel? - Exactly, yeah.
0:06:27 > 0:06:31And he said he was very impressed that Mr Tata had built
0:06:31 > 0:06:33a world-class hotel!
0:06:33 > 0:06:37It's nice for the descendants to continue this tradition, you know.
0:06:37 > 0:06:41This is a nice way to maintain a link with the past.
0:06:41 > 0:06:45Does everybody here know who you are, do you think?
0:06:45 > 0:06:48Some, some not. I keep it very discreet.
0:06:48 > 0:06:50It's better.
0:06:50 > 0:06:51HE LAUGHS
0:06:51 > 0:06:54- Why is that?- I think
0:06:54 > 0:06:57I enjoy the aspect of being incognito,
0:06:57 > 0:07:01you really get to know people better.
0:07:01 > 0:07:04They're completely transparent with you, they're relaxed,
0:07:04 > 0:07:06that's the way it should be.
0:07:06 > 0:07:09Otherwise they get a little stiff.
0:07:09 > 0:07:10HE LAUGHS
0:07:10 > 0:07:13If you just hang those suits up, please.
0:07:13 > 0:07:17But in fact you're a member of the royal family.
0:07:17 > 0:07:19So what? It's nice
0:07:19 > 0:07:22to be welcomed normally, too,
0:07:22 > 0:07:24as a regular guest, I think.
0:07:24 > 0:07:27We are a democracy now
0:07:27 > 0:07:31and it's nice to merge with new India.
0:07:31 > 0:07:35And I think people appreciate that much more.
0:07:35 > 0:07:39And when they find out who you are,
0:07:39 > 0:07:42they're very, very intrigued.
0:07:42 > 0:07:45And use you as an example.
0:07:45 > 0:07:49I think it's very important to remain humble.
0:07:49 > 0:07:52We have such disparity in this country
0:07:52 > 0:07:56and you have to be an example.
0:07:56 > 0:07:58I try and do everything myself
0:07:58 > 0:08:02and travel normally and don't have hangers-on.
0:08:02 > 0:08:04That's the way to do it, you know.
0:08:04 > 0:08:08I need to go and see a friend of mine, so I think I'll go there.
0:08:08 > 0:08:11I need to get some flowers organised.
0:08:11 > 0:08:13- Can you organise a nice bouquet of flowers?- Certainly, sir.
0:08:16 > 0:08:19The flowers are for Tikka's friend, Sharon Stone.
0:08:19 > 0:08:24The Hollywood actress is staying in the presidential suite.
0:08:24 > 0:08:27MUSIC: Oriental Swing by Lil Hardin Armstrong
0:08:36 > 0:08:40She's in Mumbai to host a charity auction at the hotel.
0:08:46 > 0:08:47Deputy general manager, Parveen,
0:08:47 > 0:08:51is in charge of this high-profile event.
0:08:55 > 0:08:57Hello?
0:08:57 > 0:09:00We have some celebrities from Hollywood
0:09:00 > 0:09:02coming down.
0:09:02 > 0:09:05And a lot of Indian Bollywood celebrities will be there.
0:09:05 > 0:09:09And most of the tables have been picked up by some of the top people in India.
0:09:09 > 0:09:13So, basically, these are Indian celebrities who have donated
0:09:13 > 0:09:16and taken a table and will take part in the dinner.
0:09:16 > 0:09:20In-between, there will also be an auction.
0:09:23 > 0:09:27It's a sit-down dinner for about 323 people.
0:09:27 > 0:09:30How many people are involved in this operation?
0:09:30 > 0:09:34From the hotel, we will have about 140 people,
0:09:34 > 0:09:36just to serve the people in the front,
0:09:36 > 0:09:39and there are chefs involved,
0:09:39 > 0:09:41and easily about 200 people from the hotel.
0:09:41 > 0:09:44And from management, probably another 150.
0:09:44 > 0:09:47So, to put on a function like this,
0:09:47 > 0:09:49you will have about 300, 350 people
0:09:49 > 0:09:51who go behind the scene and in front of the scene.
0:09:51 > 0:09:54But there's only 300 invited guests.
0:09:54 > 0:09:56Yeah, but it's a very complicated set-up,
0:09:56 > 0:09:58so we started three days before
0:09:58 > 0:10:01and you need to be precise in terms of the lighting,
0:10:01 > 0:10:04and so you need to do light checks every day before
0:10:04 > 0:10:06and do sound checks a few hours before,
0:10:06 > 0:10:09and also in terms of it's a sit-down service,
0:10:09 > 0:10:11so you need about three people for ten people,
0:10:11 > 0:10:13so the numbers keep going up.
0:10:13 > 0:10:17Good morning, hi. We'll quickly check the lobby...
0:10:17 > 0:10:20With 1,500 people working in the hotel,
0:10:20 > 0:10:23there are three members of staff to every guest.
0:10:23 > 0:10:28Executive Housekeeper, Indrani, has over 200 room boys
0:10:28 > 0:10:29under her instruction.
0:10:29 > 0:10:33Danesh, just write down the notes.
0:10:33 > 0:10:37We'll have to plan out for polishing of the lobby furniture in the night.
0:10:39 > 0:10:42What is that? Shift, shift, shift, shift.
0:10:42 > 0:10:46I want you to take this plant, I want to take this plant.
0:10:46 > 0:10:48Put it out, put it out!
0:10:50 > 0:10:52Do you have to be a little bit obsessive to do your job?
0:10:52 > 0:10:54What qualities of you does it require?
0:10:54 > 0:10:57I think...qualities? I'd say
0:10:57 > 0:11:01the knack to see everything at every given point of time.
0:11:01 > 0:11:03What is this white thing over there?
0:11:03 > 0:11:05Leave a message - it has to be scrubbed.
0:11:05 > 0:11:07What have they done?
0:11:07 > 0:11:10It's like we are being trained and tuned
0:11:10 > 0:11:13to always be looking out for things,
0:11:13 > 0:11:15to notice where it is going good
0:11:15 > 0:11:18and at the same time see what we can improve on.
0:11:18 > 0:11:20I want all the flower beds to be clean,
0:11:20 > 0:11:22but I don't want the guests to be disturbed.
0:11:25 > 0:11:27This is looking nice.
0:11:27 > 0:11:30Fantastic! I think this is our best polishing done,
0:11:30 > 0:11:32it's really lovely.
0:11:32 > 0:11:35It's an absolutely sparkling floor and I love it.
0:11:35 > 0:11:37Good morning!
0:11:42 > 0:11:44I'm looking for perfection,
0:11:44 > 0:11:46I'm looking for that fine detailing.
0:11:46 > 0:11:49There are many things which sometimes my boys,
0:11:49 > 0:11:52even if they are regular in areas, they cannot see it.
0:11:52 > 0:11:55It's very important for me that I involve the boy.
0:11:55 > 0:11:59That is why every area that I go, you'll see I'm involving the boy, the one who has to do it.
0:11:59 > 0:12:01Tikka, when you open the mini bar...
0:12:05 > 0:12:07Can you see the corner? Put your hand, put your hand.
0:12:11 > 0:12:13Can you put this dust here?
0:12:13 > 0:12:15I want this to be taken...
0:12:15 > 0:12:18I randomly try to check not one room, a series of rooms,
0:12:18 > 0:12:21so that I know that if a person is to improve,
0:12:21 > 0:12:25was it that it was missed in one room or was a continuity?
0:12:25 > 0:12:27When I took out the bathrobe,
0:12:27 > 0:12:29there was a small stain on that bathrobe.
0:12:29 > 0:12:32The pillows were not rightly ironed,
0:12:32 > 0:12:35and he has missed out a stain on the bath sheet.
0:12:35 > 0:12:38Similarly, he missed out a stain on the bathrobe,
0:12:38 > 0:12:41and those are very faint stains,
0:12:41 > 0:12:44but then we expect them to tune their eyes and look out for them.
0:12:46 > 0:12:49Over there. Can you see that?
0:12:49 > 0:12:50Change it once more, all right?
0:12:53 > 0:12:56MUSIC: In the Still of the Night by Ella Fitzgerald
0:13:04 > 0:13:08Thomas has been a room boy at the hotel for nearly three decades.
0:13:30 > 0:13:32Over the years,
0:13:32 > 0:13:36he has perfected the exact ways in which a room must be prepared.
0:13:39 > 0:13:41Why do you have to wear gloves?
0:14:21 > 0:14:23- Good afternoon.- Good afternoon, Thomas.
0:14:23 > 0:14:27Thomas has been cleaning for Maria Mooers for the last 25 years.
0:14:27 > 0:14:3083-year-old Maria is an American oil heiress.
0:14:30 > 0:14:33She lives in the hotel for six months of the year.
0:14:33 > 0:14:35Thomas, just carry on as usual.
0:14:37 > 0:14:41I don't know, there is something about this, it has a certain air
0:14:41 > 0:14:43and tradition,
0:14:43 > 0:14:46- which is very nice.- When did you first come here?
0:14:46 > 0:14:49I first came here when I was...
0:14:49 > 0:14:52They hadn't built the pool yet.
0:14:54 > 0:14:58Hello, I'd like the bottle service, please.
0:14:58 > 0:15:00Thank you.
0:15:00 > 0:15:02I have been in this hotel for the past five years
0:15:02 > 0:15:06and she has been here much before us, so I can say that
0:15:06 > 0:15:10she grew with the hotel.
0:15:10 > 0:15:11Yes, good afternoon.
0:15:11 > 0:15:14Please. I'd like the usual order.
0:15:14 > 0:15:18The hot skimmed milk, the coconut water.
0:15:18 > 0:15:21And is Rajesh on duty today?
0:15:24 > 0:15:26OK, fine, if he could bring it.
0:15:26 > 0:15:28She has been like a family for us,
0:15:28 > 0:15:30somebody who stays with us
0:15:30 > 0:15:33six months is as good as our own parents or anybody.
0:15:33 > 0:15:37And, obviously, her needs can be a big refrigerator
0:15:37 > 0:15:39or a special table
0:15:39 > 0:15:43to showcase or worship all her idols.
0:15:43 > 0:15:46The little book shelf we keep every time she comes,
0:15:46 > 0:15:49and all the books are in it.
0:15:49 > 0:15:51It's because it's like a home for her.
0:15:51 > 0:15:53- Rajesh, hello.- Hello.
0:15:53 > 0:15:56- We'll just have it in the usual place.- Yes, ma'am.
0:15:57 > 0:15:59Maria doesn't eat Indian food
0:15:59 > 0:16:03or dine in the hotel's air-conditioned restaurants.
0:16:03 > 0:16:05She prefers to eat in her room.
0:16:09 > 0:16:11- You like to have a fridge here?- Yes.
0:16:11 > 0:16:16Because I buy things they don't normally give.
0:16:16 > 0:16:18What happens when you're not here?
0:16:18 > 0:16:20I take it to Ayaz's house
0:16:20 > 0:16:23and he kindly keeps it, his wife is very sweet.
0:16:23 > 0:16:27And I'm friendly with all of them. He has two daughters.
0:16:27 > 0:16:28Teenage.
0:16:28 > 0:16:31And I couldn't manage without him, really.
0:16:32 > 0:16:37When in India, Maria employs Ayaz as a personal assistant.
0:16:37 > 0:16:40He spends the afternoons and evenings with her.
0:16:40 > 0:16:43He was with the hotel,
0:16:43 > 0:16:46and under contract as a driver,
0:16:46 > 0:16:47but I saw the potential,
0:16:47 > 0:16:50so I said, "Come and work for me."
0:16:50 > 0:16:53So he did, as a driver,
0:16:53 > 0:16:57but he was very intelligent and he went to university
0:16:57 > 0:17:00and studied mechanical engineering or something like that.
0:17:00 > 0:17:04I'm not quite sure exactly,
0:17:04 > 0:17:07but anyway, my material was a lot easier.
0:17:09 > 0:17:12Ayaz helps you all through the year?
0:17:12 > 0:17:14Yes, he does.
0:17:14 > 0:17:16I've been here for the past 14 years.
0:17:16 > 0:17:18Is it 15 now?
0:17:18 > 0:17:20- Coming up, I think.- Since 1999.
0:17:20 > 0:17:23- That's true.- Since 1999.
0:17:23 > 0:17:26- So you travel...?- Along with her.
0:17:26 > 0:17:28Well, at a certain point...
0:17:28 > 0:17:30She knows my family, I know her family.
0:17:30 > 0:17:33..You have to just bow to the inevitable.
0:17:33 > 0:17:36It's harder to travel alone.
0:17:36 > 0:17:39And of course, he's good company, he's fun.
0:17:41 > 0:17:42So, anyway...
0:17:43 > 0:17:47Maria still works, she owns an oil business in Texas,
0:17:47 > 0:17:52and is often up until the early hours making investments in America.
0:17:52 > 0:17:54Do you enjoy working?
0:17:54 > 0:17:57Oh, I do. What would you do all the time?
0:17:57 > 0:17:58You can't party every night.
0:18:01 > 0:18:04I don't consider it a waste of time at all, I enjoy it.
0:18:04 > 0:18:08Some people in your circumstances would just want to give up work by now.
0:18:08 > 0:18:11Oh, no way!
0:18:11 > 0:18:13I really enjoy it
0:18:13 > 0:18:15and it's also my livelihood.
0:18:16 > 0:18:19It makes your travels possible?
0:18:19 > 0:18:22Makes everything possible.
0:18:22 > 0:18:24Jewellery, everything else.
0:18:24 > 0:18:27All the things that most ladies like.
0:18:29 > 0:18:32You enjoy the nice things of life?
0:18:32 > 0:18:34Don't we all?
0:18:34 > 0:18:36SHE LAUGHS
0:18:45 > 0:18:48Mumbai has always been very aspirational
0:18:48 > 0:18:50and Mumbai is called the city of dreams.
0:18:50 > 0:18:53In the past there has been history of people,
0:18:53 > 0:18:56who were fairly common, and came here
0:18:56 > 0:18:58to make it big in the film industry
0:18:58 > 0:19:01and struggled their way up and kind of made it big,
0:19:01 > 0:19:03and there are also histories
0:19:03 > 0:19:05and stories of people who came from various parts
0:19:05 > 0:19:08of the country and established small businesses
0:19:08 > 0:19:12and the area flourished. So this hotel fits into that culture
0:19:12 > 0:19:15and you will find a lot of people when you talk to them will tell you
0:19:15 > 0:19:18that the first time their aspiration when they made it big was to come
0:19:18 > 0:19:20and eat in this hotel,
0:19:20 > 0:19:24and when they made it bigger was to come and stay in this hotel.
0:19:24 > 0:19:28So it is fairly ingrained into the social structure and memories of the people in this country.
0:19:32 > 0:19:35I can stay in any presidential suite room in any five-star hotel
0:19:35 > 0:19:38in the world now.
0:19:38 > 0:19:41But this is a landmark for me.
0:19:41 > 0:19:43Taj.
0:19:43 > 0:19:45Ashish is a newly wealthy Indian businessman,
0:19:45 > 0:19:48living in the UK.
0:19:48 > 0:19:50He's a regular guest
0:19:50 > 0:19:54and is staying in a £1,000-a-night suite with his brother and a friend.
0:19:54 > 0:19:57You set up a call centre in India?
0:19:57 > 0:19:59- Yes.- Successful?- Successful.
0:19:59 > 0:20:02- Big money?- Yes.- Good money.
0:20:02 > 0:20:04Very big money.
0:20:04 > 0:20:07- You travel round the world now?- Yes.
0:20:07 > 0:20:09Can I show you my passport?
0:20:09 > 0:20:10- Yeah.- Just a minute.
0:20:18 > 0:20:22This passport is my new passport.
0:20:22 > 0:20:24So...
0:20:24 > 0:20:27I think seven months ago.
0:20:27 > 0:20:31So, one, two,
0:20:31 > 0:20:33three, four, five, six, seven,
0:20:33 > 0:20:37eight, nine, ten, 11, 12, 13, 14,
0:20:37 > 0:20:4015, 16, 17, 18, 19.
0:20:42 > 0:20:4522, 23, 24, 25, 26,
0:20:45 > 0:20:4827, 28, 29,
0:20:48 > 0:20:5130, 31, 32, 33, 34...
0:20:53 > 0:20:56..52, 53, 54, 56.
0:20:56 > 0:20:5857, 58, 59.
0:20:58 > 0:21:0060, 61.
0:21:01 > 0:21:0362, 63.
0:21:03 > 0:21:06- In how many months?- Eight months.
0:21:06 > 0:21:07You travel the world?
0:21:07 > 0:21:10All. This is Nepal.
0:21:10 > 0:21:13This is Singapore, Hong Kong, Iraq.
0:21:13 > 0:21:15Macau,
0:21:15 > 0:21:17United States of America, India.
0:21:17 > 0:21:19Palace services.
0:21:22 > 0:21:25- Good morning.- Good morning, how are you?
0:21:28 > 0:21:33- Would you like me to set the order on the armchair?- Yes, please.
0:21:33 > 0:21:37So how is your morning in the Taj?
0:21:37 > 0:21:39It's very nice, sir. Not very busy.
0:21:39 > 0:21:42Can you put some lemon on that papaya
0:21:42 > 0:21:45- and some black pepper as well?- Yes.
0:21:45 > 0:21:48Ashish was ten when he first visited Mumbai on a school trip.
0:21:52 > 0:21:55I came in my school
0:21:55 > 0:21:58to see the Bombay and Mumbai teams
0:21:58 > 0:22:01and we see the Gateway of India.
0:22:01 > 0:22:04And there is a Taj Mahal hotel.
0:22:04 > 0:22:08So I ask my teacher, "What is this?"
0:22:08 > 0:22:10She is telling me,
0:22:10 > 0:22:14"This is the Taj Mahal hotel
0:22:14 > 0:22:17"and lots of big people are coming here
0:22:17 > 0:22:19"and they are staying here,"
0:22:19 > 0:22:21so I ask my teacher,
0:22:21 > 0:22:22"Can I go inside?"
0:22:22 > 0:22:24She is telling me, "No,
0:22:24 > 0:22:28"you I'm not big. You are coming from middle-class family.
0:22:28 > 0:22:31"You are not going in this hotel."
0:22:31 > 0:22:35So I...
0:22:35 > 0:22:39That time, one of my friends was with me,
0:22:39 > 0:22:41I tell him, "One day
0:22:41 > 0:22:43"I'll become a big man and I come here."
0:22:43 > 0:22:46And there is my dream.
0:22:48 > 0:22:51Lots of hotels, but I like this.
0:22:51 > 0:22:54You see this room,
0:22:54 > 0:22:58I think the height 16-foot or 18-foot,
0:22:58 > 0:23:03and generally hotels are ten-feet or like this.
0:23:03 > 0:23:06This is a mahal!
0:23:06 > 0:23:10It's a palace. Mahal is the Indian word, palace.
0:23:10 > 0:23:15Who can live in the palace? Of course, I'm a king.
0:23:17 > 0:23:19So, this hotel I rent for two days,
0:23:19 > 0:23:22so two days I am a king.
0:23:22 > 0:23:26In India, everybody has a dream for Taj.
0:23:38 > 0:23:41OK, boys, come inside, the night boys.
0:23:41 > 0:23:44Each morning, Indrani holds training sessions with her staff,
0:23:44 > 0:23:47schooling them in the correct way to interact with guests.
0:23:47 > 0:23:52Sunil, we'll do a mock ironing board delivery, OK?
0:23:52 > 0:23:54So you think that this is a door
0:23:54 > 0:23:56and I am the guest
0:23:56 > 0:23:58and you have come to deliver an ironing board,
0:23:58 > 0:24:00so continue. Start!
0:24:00 > 0:24:03I just knock three times?
0:24:03 > 0:24:04OK.
0:24:04 > 0:24:07No, you don't have to say, "Ding dong!"
0:24:07 > 0:24:09Like that, it's a complete drama act.
0:24:09 > 0:24:12OK, fine.
0:24:12 > 0:24:14- Talk, talk, talk.- OK. Come in!
0:24:14 > 0:24:16- Good morning, Miss Gupta. - Good morning!
0:24:16 > 0:24:20- How are you, ma'am?- Fantastic. - You require an ironing board, ma'am?
0:24:20 > 0:24:23Yes, I wanted an ironing board. Can you make it a little fast?
0:24:23 > 0:24:24Yes, ma'am, sure.
0:24:24 > 0:24:26This is the way, when you conduct a training,
0:24:26 > 0:24:27you have to do an actual.
0:24:36 > 0:24:39You have to be very confident when you are speaking.
0:24:39 > 0:24:41You've got my point?
0:24:41 > 0:24:44It also starts with how you deliver.
0:24:44 > 0:24:46I have seen, most of the time,
0:24:46 > 0:24:48the boy rings the bell. After that,
0:24:48 > 0:24:51he starts moving with his back towards a guest.
0:24:51 > 0:24:54At that time, you should say, "Excuse me, ma'am, I'm just bringing it."
0:24:54 > 0:24:57That's understood, no? Not everybody likes to see your backside.
0:25:01 > 0:25:05Tell me what your home life was like, how you grew up.
0:25:05 > 0:25:07My house was, like, ordinary.
0:25:07 > 0:25:10I don't have my own room. I don't have my own things.
0:25:10 > 0:25:12Nothing, it's normal.
0:25:14 > 0:25:17So we have four brothers and sisters,
0:25:17 > 0:25:19we are all sleeping in one room.
0:25:23 > 0:25:26But we have a very good love with our family,
0:25:26 > 0:25:29so, because of my mother's love
0:25:29 > 0:25:31and my family support,
0:25:31 > 0:25:33I'm here.
0:25:35 > 0:25:37Can I have some water, please?
0:25:37 > 0:25:38And a cup of tea?
0:25:38 > 0:25:41- Yes, I have some cappuccino. - Cappuccino.
0:25:41 > 0:25:44- And this gentleman wants some green tea.- Green tea for you, sir.
0:25:44 > 0:25:47I think this start and this love, my mother's love,
0:25:47 > 0:25:50are always with me. Right now,
0:25:50 > 0:25:52my mother is no more.
0:25:52 > 0:25:54She is no more with me,
0:25:54 > 0:25:57but I don't know if she is in heaven.
0:25:57 > 0:26:01I think she sees me and sees I'm happy right now.
0:26:01 > 0:26:03She's part of your success?
0:26:03 > 0:26:05I ask my mother,
0:26:05 > 0:26:07"I want to go to Taj," so she's telling me,
0:26:07 > 0:26:12"You learn more and if you're doing very good things,
0:26:12 > 0:26:15"then you definitely achieve the goal
0:26:15 > 0:26:17"and you definitely go one day in the Taj."
0:26:17 > 0:26:18This is my mother's promise.
0:26:21 > 0:26:23And I did it.
0:26:26 > 0:26:30Now this 60-metre road,
0:26:30 > 0:26:33this is a journey of 20 years.
0:26:39 > 0:26:42Few staff can afford to live near the hotel,
0:26:42 > 0:26:46as property prices in Mumbai are amongst the highest in the world.
0:26:47 > 0:26:49Ajay works as a room boy.
0:26:49 > 0:26:52He lives two hours outside the city.
0:26:52 > 0:26:57His one-bedroom flat is shared with his wife, mother,
0:26:57 > 0:26:59daughter and two sons.
0:27:36 > 0:27:39Ajay leaves for work at 5.30 every morning.
0:27:43 > 0:27:45HE SINGS
0:27:59 > 0:28:01HORN BEEPS
0:28:12 > 0:28:15HE SINGS LOUDER
0:28:20 > 0:28:23THEY PLAY PERCUSSION
0:28:31 > 0:28:34THEY JOIN IN SINGING
0:29:29 > 0:29:32Ajay has been cleaning for guests for the last 18 years.
0:30:52 > 0:30:54With celebrities from around the world
0:30:54 > 0:30:56flying in for the charity auction,
0:30:56 > 0:30:59Parveen and his team leave nothing to chance.
0:30:59 > 0:31:02When does Sharon Stone walk in?
0:31:02 > 0:31:06"Sharon Stone makes remarks and introduction, auction."
0:31:06 > 0:31:09- That's at about 9.30. - 9.30, so for 15 minutes,
0:31:09 > 0:31:11you can sell the second course,
0:31:11 > 0:31:14- I mean the second replenishment. - The rotis...
0:31:14 > 0:31:16But once Sharon Stone is on, they want you to be completely back.
0:31:16 > 0:31:19In that case, would they be OK if somebody wants Indian breads...?
0:31:19 > 0:31:23They're OK, so if you could just sell extra helpings of Indian bread.
0:31:23 > 0:31:26MUSIC: Oriental Swing by Lil Hardin Armstrong
0:31:37 > 0:31:41Walking in the hotel and meeting some of the best people,
0:31:41 > 0:31:44the most important people from the country, internationally,
0:31:44 > 0:31:48that becomes your job and then you're doing that every day,
0:31:48 > 0:31:51but that also brings in a bit of responsibility and a bit of glamour
0:31:51 > 0:31:54and a bit of, I would say,
0:31:54 > 0:31:56every day is different,
0:31:56 > 0:32:00so you really look forward to meeting these people. That's the lucky part of this job.
0:32:00 > 0:32:02It doesn't give you enough time to go out,
0:32:02 > 0:32:05so at least the world comes to you.
0:32:05 > 0:32:08When the people have finished the second course,
0:32:08 > 0:32:11do you want us to wait till here to start clearing?
0:32:11 > 0:32:14I'll send you guys the new run of show.
0:32:14 > 0:32:17There's nothing that's changed timing-wise...
0:32:17 > 0:32:21Much of the evening's success will be down to Chef Oberoi
0:32:21 > 0:32:24and his 250 chefs.
0:32:27 > 0:32:28He has cooked for dignitaries
0:32:28 > 0:32:32and heads of state from around the world.
0:32:32 > 0:32:34President Obama, George Bush,
0:32:34 > 0:32:37Bill Clinton...
0:32:39 > 0:32:42..Mrs Hillary Clinton, Francois Mitterrand,
0:32:42 > 0:32:44the German chancellor,
0:32:44 > 0:32:48the Singapore prime minister, the Japanese prime minister,
0:32:48 > 0:32:49the Japanese crown prince,
0:32:49 > 0:32:52the Russian president,
0:32:52 > 0:32:54for everyone, practically.
0:32:55 > 0:32:57I'd be so nervous.
0:32:59 > 0:33:04I don't think one has to be nervous about it.
0:33:04 > 0:33:07I think one should be confident of the product you're giving.
0:33:07 > 0:33:12And I will never let a product go to the table
0:33:12 > 0:33:15which has not been tasted by me.
0:33:15 > 0:33:17It will never pass.
0:33:19 > 0:33:21It has to work.
0:33:21 > 0:33:26Once the customer has eaten, there's no retake.
0:33:26 > 0:33:30You can't say, "I'll rectify it," and bring it back. No!
0:33:30 > 0:33:33The bullet is already fired!
0:33:38 > 0:33:41Good evening, Mr Singh...
0:33:43 > 0:33:48The evening's event is in aid of amfAR, the AIDS research charity.
0:33:48 > 0:33:53Tikka Singh will be escorting his friend, Sharon Stone.
0:33:53 > 0:33:56He has arranged for some couture luggage to be auctioned at the event.
0:33:59 > 0:34:01This is my invitation.
0:34:01 > 0:34:04It's the first event being hosted in India
0:34:04 > 0:34:05by amfAR.
0:34:05 > 0:34:10I did something in Cannes for them this year, in May.
0:34:10 > 0:34:14That's how I got to meet some of the executives
0:34:14 > 0:34:17and they said, "Please try and help us in India."
0:34:17 > 0:34:19So one did.
0:34:19 > 0:34:22MUSIC: Oriental Swing by Lil Hardin Armstrong
0:34:42 > 0:34:46My hairdresser said that he'd done Hillary Clinton's hair.
0:34:46 > 0:34:48I'm so very special
0:34:48 > 0:34:49SHE LAUGHS
0:34:49 > 0:34:51So, your first time in India?
0:34:51 > 0:34:55It is, which is a beautiful thing.
0:34:55 > 0:34:58It's just a wonderful moment
0:34:58 > 0:35:02to have that first awakening to India.
0:35:02 > 0:35:04To see the Gate and the Arabian Sea
0:35:04 > 0:35:06out your window is kind of incredible.
0:35:06 > 0:35:10Impressive, I mean, the whole thing is really, really beautiful,
0:35:10 > 0:35:15really picturesque, and full of sights and smells and colours
0:35:15 > 0:35:17and it's just great.
0:35:26 > 0:35:28Hurry, I don't have to see the pan. Go!
0:35:45 > 0:35:48Without further ado, let's put our hands together
0:35:48 > 0:35:54and welcome the beautiful, the wonderful Miss Sharon Stone.
0:35:54 > 0:35:56CHEERING AND APPLAUSE
0:35:56 > 0:35:58I'd just like to tell you,
0:35:58 > 0:36:00get out your wallets.
0:36:00 > 0:36:02SHE LAUGHS
0:36:02 > 0:36:07We're going to start with an item
0:36:07 > 0:36:09that comes from friends of mine
0:36:09 > 0:36:12at Louis Vuitton and my escort, Tikka Singh.
0:36:12 > 0:36:15CHEERING AND APPLAUSE
0:36:15 > 0:36:18This one is for those who travel in serious style,
0:36:18 > 0:36:20So that's basically everyone here.
0:36:20 > 0:36:26This is a complete and luxurious Louis Vuitton Jetsetter travel set.
0:36:31 > 0:36:33I've got five, I'll go to seven.
0:36:33 > 0:36:3511. I got 11.
0:36:35 > 0:36:37Looking for lucky 13.
0:36:37 > 0:36:39I've got 11.
0:36:39 > 0:36:4113.
0:36:41 > 0:36:43I've got 13...
0:36:45 > 0:36:47HORNS BEEP
0:36:47 > 0:36:49MUSIC: Lullaby by Gayaneh
0:36:57 > 0:37:00The threads have to be clipped, all of them.
0:37:00 > 0:37:03I can see some things coming out.
0:37:03 > 0:37:05Can you clip the threads...
0:37:05 > 0:37:07all of them, please?
0:37:07 > 0:37:10Today, Princess Astrid of Belgium is arriving
0:37:10 > 0:37:12for her first stay at the hotel.
0:37:12 > 0:37:16Get the brush and wet cloth, fast.
0:37:16 > 0:37:19As ever, Executive Housekeeper, Indrani,
0:37:19 > 0:37:22is overseeing the finer details of preparation.
0:37:26 > 0:37:28Straight line.
0:37:28 > 0:37:31I've just had it cleaned.
0:37:32 > 0:37:36You come into this entrance and you will smell jasmine,
0:37:36 > 0:37:38you smell the marigold,
0:37:38 > 0:37:40you smell Indian fragrance.
0:37:44 > 0:37:47So the moment the lady comes out of the car,
0:37:47 > 0:37:51she sees it and she knows she's stepping into the Taj Mahal Palace.
0:37:51 > 0:37:55And it is, as you must have heard of it,
0:37:55 > 0:37:58what we present inside is so different from the outside hustle,
0:37:58 > 0:38:00bustle, heat and the sound,
0:38:00 > 0:38:04so the moment that you step down you should know that, yes,
0:38:04 > 0:38:05you step into a different world.
0:38:05 > 0:38:08We want to hear her say, "Wow!" as she enters.
0:38:15 > 0:38:18For General Manager, Gaurav, the protocol for welcoming
0:38:18 > 0:38:22a dignitary or head of state is never straightforward.
0:38:22 > 0:38:26The basic difference is how do you greet
0:38:26 > 0:38:29the head of state, the royalty, there are different ways.
0:38:29 > 0:38:32There are small nuances
0:38:32 > 0:38:34associated with every kind of greeting.
0:38:34 > 0:38:36For example, she's royalty.
0:38:36 > 0:38:39She'll be referred to as "Your Royal Highness".
0:38:39 > 0:38:41And you don't extend your hand.
0:38:41 > 0:38:44Only if she extends her hand, then you extend your hand.
0:38:44 > 0:38:47So, with a head of state,
0:38:47 > 0:38:48it's exactly the opposite.
0:38:48 > 0:38:51You're supposed to welcome them by extending your hand.
0:38:51 > 0:38:55So small things like these have to be kept controlled.
0:38:55 > 0:38:59I think that's the protocol as far as all royalties are concerned.
0:38:59 > 0:39:04But I think over a period of time it's blurred a bit.
0:39:04 > 0:39:06I think they are far more flexible now.
0:39:06 > 0:39:09And I think they don't want to be rude if you extend your hand first.
0:39:09 > 0:39:11I don't think they want to be rude about it.
0:39:21 > 0:39:25- Your royal highness, welcome to the hotel.- Thank you.
0:39:25 > 0:39:26Thank you very much.
0:39:32 > 0:39:36This is an Indian traditional ceremony.
0:39:36 > 0:39:39Yes, I receive it...
0:39:44 > 0:39:48Princess Astrid is here to commemorate the day in 2008
0:39:48 > 0:39:52when terrorists tore through Mumbai and the hotel.
0:39:58 > 0:40:02On the 26th November, as the sun set on the city,
0:40:02 > 0:40:05ten armed men in boats docked on the shore.
0:40:07 > 0:40:11They began a series of co-ordinated attacks on locations
0:40:11 > 0:40:13across the city.
0:40:13 > 0:40:15Many were the haunts of wealthy, foreign visitors.
0:40:18 > 0:40:20It was a scary moment when...
0:40:20 > 0:40:24She was the first to know when the bombs dropped because that was
0:40:24 > 0:40:26the entrance where they got in from
0:40:26 > 0:40:29and the room was right on that entrance.
0:40:29 > 0:40:31I turned the light off so they wouldn't realise that...
0:40:31 > 0:40:34I normally am there, but I left at 9.30, 9.20,
0:40:34 > 0:40:38and 9.35 was the first sign of attack.
0:40:38 > 0:40:43Once I reached home, my sister-in-law, she told my wife,
0:40:43 > 0:40:45"Where am I?"
0:40:45 > 0:40:49That's how we got to know that the hotel is under attack.
0:40:49 > 0:40:53- We were constantly on the phone the whole night.- On the, um...
0:40:53 > 0:40:55On the cellphone.
0:41:00 > 0:41:03After firing on the street outside the hotel,
0:41:03 > 0:41:07two terrorists walked into the lobby dressed as backpackers.
0:41:25 > 0:41:28There were 2,000 people inside the hotel,
0:41:28 > 0:41:31including diamond-broker Mark Boston and his wife Mily.
0:41:32 > 0:41:33Mily?
0:41:35 > 0:41:37They'd been coming to the hotel for 40 years.
0:41:37 > 0:41:41Milly was having a bath,
0:41:41 > 0:41:45and she said, "I can hear gunfire."
0:41:45 > 0:41:47I came out and said, "Mark, what's going on?
0:41:47 > 0:41:49"There's some people shouting."
0:41:49 > 0:41:51Suddenly everything went very quiet and...
0:41:51 > 0:41:55- No, but you said, "There's gunfire," I remember so clearly.- Yes, but...
0:41:55 > 0:41:59And I said, "Don't be silly, what do you know about gunfire?"
0:41:59 > 0:42:02But then I realised that she was absolutely right,
0:42:02 > 0:42:03that it was gunfire.
0:42:06 > 0:42:10I still hear the noise. The running all over the floors.
0:42:10 > 0:42:12You don't know what floor.
0:42:12 > 0:42:15It was the sixth floor, we were on the third floor then,
0:42:15 > 0:42:18but you could hear shouting and...
0:42:20 > 0:42:24And the shots shooting as well, which was quite terrifying.
0:42:32 > 0:42:36I just hear these shots and they were so new to me.
0:42:36 > 0:42:39So I thought maybe some housekeeping person is trying to
0:42:39 > 0:42:41open the service door behind.
0:42:41 > 0:42:43It happened once, it happened twice,
0:42:43 > 0:42:46and at the third instance
0:42:46 > 0:42:49my instinct said, "There's something wrong."
0:42:49 > 0:42:53I went there behind and I opened the door, and boom...
0:42:53 > 0:42:57There was a gentleman lying down, shot.
0:43:03 > 0:43:06The first explosion which I heard happened
0:43:06 > 0:43:10right below my feet, in the sense I was in one of the walk-in coolers
0:43:10 > 0:43:13trying to get some vegetables from there, and gone inside,
0:43:13 > 0:43:17and that happens to be about the Shamiana restaurant.
0:43:18 > 0:43:22So I went down, I came out of the elevator,
0:43:22 > 0:43:24I just opened the door which goes into the...
0:43:26 > 0:43:31..the lobby, and I saw bodies lying around, a lot of blood
0:43:31 > 0:43:34and the smell of gunpowder.
0:43:39 > 0:43:42- You know, they had these heavy bags with...- Rucksacks.
0:43:42 > 0:43:48..rucksacks, and they had AK-47s, and, er...
0:43:48 > 0:43:54he was spraying the weapon in all directions.
0:43:54 > 0:43:58I remember all the flash, the red flash from the guns.
0:43:58 > 0:44:01You could see it.
0:44:01 > 0:44:04And people, of course, were scattered everywhere.
0:44:04 > 0:44:09And then Mily... Then it all went terribly, terribly quiet.
0:44:09 > 0:44:12It's extraordinary, wasn't it?
0:44:12 > 0:44:15It was the most quiet, sort of, eerie, scary quiet.
0:44:23 > 0:44:25We put our training shoes on
0:44:25 > 0:44:28because we agreed that if we had to run for it, you know,
0:44:28 > 0:44:32we need to have the right shoes on, apart from anything else.
0:44:32 > 0:44:35So we were fully dressed ready to, if we had to...
0:44:35 > 0:44:37had to make a move.
0:44:38 > 0:44:41And things got steadily noisier and noisier,
0:44:41 > 0:44:43and I mean, they were louder explosions.
0:44:43 > 0:44:46And I realised they were out to destroy the building.
0:44:50 > 0:44:52So you made a decision?
0:44:52 > 0:44:57Yes. The decision we didn't take till quite a lot later.
0:45:00 > 0:45:02Mark was the next one.
0:45:02 > 0:45:06I came first and then he followed me.
0:45:06 > 0:45:09Then we just went rushing down the stairs.
0:45:09 > 0:45:14We ran so fast. We went from the third floor to the basement.
0:45:14 > 0:45:18And the flames were coming along the banisters here.
0:45:18 > 0:45:21So that this was all aflame.
0:45:21 > 0:45:23All this debris falling all the time.
0:46:00 > 0:46:02Mark and Mily managed to escape,
0:46:02 > 0:46:05but hundreds of guests remained trapped inside.
0:46:06 > 0:46:09Many of the staff on duty that night stayed to help them.
0:46:10 > 0:46:14It was our moral responsibility to look after them
0:46:14 > 0:46:19and make sure that they are consoled, made comfortable.
0:46:22 > 0:46:25The chefs began hiding guests in The Chambers,
0:46:25 > 0:46:27the hotel's private members' club.
0:46:27 > 0:46:30This was the place where the guests were brought...
0:46:30 > 0:46:32that night.
0:46:32 > 0:46:35This was basically The Chambers.
0:46:35 > 0:46:38We brought them here away from the area
0:46:38 > 0:46:41where the action was taking place.
0:46:42 > 0:46:47So we thought this will be the safest place for these people.
0:46:47 > 0:46:50The plan was to evacuate guests through the kitchens.
0:46:53 > 0:46:57That's a slightly narrow corridor which is behind the back area.
0:46:57 > 0:47:00So the guests were taken out from Chambers
0:47:00 > 0:47:02and were being escorted out in batches
0:47:02 > 0:47:04because we had staff as well as guests,
0:47:04 > 0:47:07so in batches of ten.
0:47:07 > 0:47:10I was in the centre of the corridor asking them to move on, move on,
0:47:10 > 0:47:14cos they were elderly guests, there were young children,
0:47:14 > 0:47:16there were ladies, and who wanted to be all in a group
0:47:16 > 0:47:18and we wanted them to be out.
0:47:18 > 0:47:21So we kept on saying, "Please, move it. Please, move it."
0:47:21 > 0:47:24And they were being escorted out to the back of the hotel.
0:47:32 > 0:47:36The first 30 guests protected by a human chain of staff
0:47:36 > 0:47:37made their way through the kitchens.
0:47:39 > 0:47:43Around 3.30, when we were going through
0:47:43 > 0:47:45the process of evacuation...
0:47:45 > 0:47:47I was at a corner.
0:47:51 > 0:47:55I could hear gunshots, sudden gunshots and...
0:47:56 > 0:47:58And just panic after that.
0:48:00 > 0:48:03I was shot there where you see the green baskets.
0:48:09 > 0:48:11This is where I fell.
0:48:12 > 0:48:15When I got shot I didn't know.
0:48:15 > 0:48:18This is the place where I was actually on my feet.
0:48:26 > 0:48:29That's the area where I actually crawled down and got up
0:48:29 > 0:48:31and my hand was shot.
0:48:34 > 0:48:36I had a big entry wound from here.
0:48:37 > 0:48:39I just turn around and the nearest door to me
0:48:39 > 0:48:42was the entrance to my kitchen. I entered the kitchen.
0:48:45 > 0:48:51I was lying down on the floor next to a small refrigerator.
0:48:51 > 0:48:54And where nobody could see me from outside.
0:48:54 > 0:48:56But there was a lot of firing from outside.
0:48:56 > 0:49:00Yes, there were screams and wails of people.
0:49:00 > 0:49:03And I could recognise a couple of voices of which whom I heard.
0:49:06 > 0:49:11It kept on happening for about an hour. I was in touch with my wife.
0:49:13 > 0:49:16I said, "There is firing happening outside, let's see what happens."
0:49:16 > 0:49:18Then, I don't know.
0:49:18 > 0:49:22"I love you, but don't worry, everything is going to be fine."
0:49:22 > 0:49:25She just said, "Take care, whatever happens, let me know."
0:49:25 > 0:49:30And then I didn't speak much because I didn't want to make much noise.
0:49:35 > 0:49:42Around 4.30 I heard a voice. One of the terrorists had walked in.
0:49:48 > 0:49:51He entered, he pointed the gun at me.
0:49:51 > 0:49:54I couldn't do anything, I was just lying down.
0:49:54 > 0:49:58He comes into the kitchen, and in broken English and Hindi,
0:49:58 > 0:50:00asks me to stand up.
0:50:00 > 0:50:03Asks me to go out of the kitchen.
0:50:03 > 0:50:06There were two guests hiding over here, father and a son.
0:50:08 > 0:50:13Then he asks, "What do you do?" I said, "I'm a chef, I cook."
0:50:13 > 0:50:16So one of them said, I mean, I'll translate it in English,
0:50:16 > 0:50:21they said, "OK, do it first, these are not the people whom we want."
0:50:21 > 0:50:24Then they also asked, "Are you Hindu or are you Muslim?"
0:50:24 > 0:50:29So, I said, "I am a Hindu." I mean, there is no harm in saying that.
0:50:29 > 0:50:31So they asked us to lie down on our stomachs,
0:50:31 > 0:50:33in that corridor, small corridor.
0:50:33 > 0:50:36I was in the centre, the son was on the left,
0:50:36 > 0:50:37and the father was on the right.
0:50:37 > 0:50:41And then from behind, almost point-blank, they fired at us.
0:50:52 > 0:50:56First thing was I got shot in my left leg, that broke,
0:50:56 > 0:50:59and the second was like a strong punch in my stomach.
0:50:59 > 0:51:04I could feel that. These two gentlemen were also shot.
0:51:04 > 0:51:07I somehow kept quiet, because I was trying to catch my breath,
0:51:07 > 0:51:11as these two gentlemen, they were shot again.
0:51:11 > 0:51:13I somehow did not get shot again.
0:51:13 > 0:51:16And then there was silence. There was nothing which happened after that.
0:51:24 > 0:51:28The father and son had gone quiet. They were not moving.
0:51:28 > 0:51:31They both passed away.
0:51:39 > 0:51:41In the meantime, I called my wife, "I said, I am shot,
0:51:41 > 0:51:45"but don't worry, I love you, I'll try to save myself."
0:51:48 > 0:51:51Also, it never came to me that I'm going to die.
0:51:51 > 0:51:56That thought came to me, "OK, what is death? Is this how a person dies?
0:51:56 > 0:52:00"Is this how I am going to finish off
0:52:00 > 0:52:03"after so many years of existence?"
0:52:03 > 0:52:05But that was the only thought,
0:52:05 > 0:52:08and then I kind of was trying to assess my damage.
0:52:08 > 0:52:09I knew my leg was broken.
0:52:09 > 0:52:12And then I realised that if I can think that much,
0:52:12 > 0:52:14I might as well put that energy into saving myself!
0:52:18 > 0:52:21Chef Ragu was eventually rescued.
0:52:25 > 0:52:27The siege had lasted three days.
0:52:37 > 0:52:41Across the city, 164 people died.
0:52:43 > 0:52:48Of the 31 who lost their lives in the hotel, 11 were staff.
0:52:48 > 0:52:49Most of them chefs.
0:53:15 > 0:53:18It was a terrible shock for each and every person.
0:53:20 > 0:53:24Because very young, young people died.
0:53:26 > 0:53:29I lost about seven of them.
0:53:29 > 0:53:33One of my senior-most executive chefs.
0:53:34 > 0:53:36Plus six young chefs.
0:53:38 > 0:53:39All of them died.
0:53:48 > 0:53:52- I was on the same level... - Other side.- On the other side.
0:53:52 > 0:53:56- 476.- Yes, and, er...
0:53:56 > 0:54:00after the terrorist attack, no more hotels for a while...
0:54:00 > 0:54:04so I went to live at their house and I slept on the couch...
0:54:04 > 0:54:09and he and...he sleeps in one room, his wife and the kids
0:54:09 > 0:54:11in the other and er...
0:54:11 > 0:54:13it was fine, for me.
0:54:13 > 0:54:15And I tried not to be a bother.
0:54:15 > 0:54:19Time was not right to be or keep her anywhere in any hotels
0:54:19 > 0:54:22- because everywhere it was scary. - You never knew who was going...
0:54:22 > 0:54:24And she was, herself, scared too and...
0:54:25 > 0:54:28- ..so...- You looked after her.- Yeah.
0:54:29 > 0:54:32Though the terrorists had failed to destroy the hotel
0:54:32 > 0:54:36it took 18 months to completely restore the building.
0:54:38 > 0:54:42We came back very early in the new year in 2009.
0:54:42 > 0:54:46We came back for a wedding. Mily felt that she couldn't
0:54:46 > 0:54:52really handle being in the hotel so we went to the President Hotel.
0:54:52 > 0:54:54- We stayed at the President. - One night, I think.
0:54:54 > 0:54:59But then we...then we didn't feel comfort... It was bizarre.
0:54:59 > 0:55:01We felt that we really ought to be here.
0:55:01 > 0:55:04We were, actually, not where we should be.
0:55:04 > 0:55:06- You changed your mind? - We changed our mind
0:55:06 > 0:55:10because we felt that, you know, the staff had had a...
0:55:10 > 0:55:16you know, an experience that was... absolutely as bad as we had had,
0:55:16 > 0:55:19and, perhaps in many cases, much worse.
0:55:19 > 0:55:24- And they'd come back.- Yep. - And, erm...
0:55:24 > 0:55:27you know, they're friends... many of them, they're old friends
0:55:27 > 0:55:29that we've known for years.
0:55:31 > 0:55:34If you get hurt at home, you don't stop going home.
0:55:34 > 0:55:36You don't do that.
0:55:36 > 0:55:41This is a place where we have become men from boys.
0:55:41 > 0:55:45I joined this place when I was 19 or 20...quite young.
0:55:45 > 0:55:47It's been now 20 years I've been here.
0:55:47 > 0:55:50I turn 40 next year.
0:55:50 > 0:55:53So, you just don't stop coming here. I mean, I cross that area every day.
0:55:53 > 0:55:55It makes me more stronger,
0:55:55 > 0:55:58like, this is the place which has taught me what actual life is.
0:55:58 > 0:56:01This is what...has given me the true meaning of life.
0:56:01 > 0:56:05God has saved me from...from... from dying, for a reason,
0:56:05 > 0:56:08and let me enjoy life and make it better for other people.
0:56:25 > 0:56:29People connect themselves in all forms with this hotel.
0:56:29 > 0:56:31And they are very emotional about it.
0:56:34 > 0:56:36It's not just a hotel, it's an institution,
0:56:36 > 0:56:40being existent for the last 110 years.
0:56:54 > 0:56:56Good morning, everyone.
0:56:56 > 0:56:58ALL: Morning.
0:56:58 > 0:57:01And welcome again to, er, a very, very auspicious
0:57:01 > 0:57:05and a wonderful occasion this morning.
0:57:05 > 0:57:08Again to celebrate the birthday of...of our hotel.
0:57:17 > 0:57:20You see, right from the time we joined this company...
0:57:22 > 0:57:24..I think we have learnt only...
0:57:27 > 0:57:29..that the guest is God.
0:57:37 > 0:57:39I think the relationship with the hotel, for everyone,
0:57:39 > 0:57:41is extremely emotional.
0:57:43 > 0:57:48And, for the city of Mumbai, I think, still it stands as an icon.
0:57:53 > 0:57:56Mumbai is The Taj, and Taj is the Mumbai, so...
0:57:56 > 0:57:58I would just like to, you know, say that.