RESEARCH PROJECT REPORT ON SPECIALITY RESTAURANT OF INDIA
INDEX •
Cover Page
•
Index
•
Guide Certificate
•
Acknowledgement
•
Objective
•
Methodology
•
Study
•
Data Analyses
•
Limitation
•
Executive Summery
•
Conclusion
•
Bibliography
OBJECTIVE OF THE STUDY
The current research was aimed at determining the approach being adopted by the Role of specialty restaurants
in
Five
Star
Hotels
The
research
focussed on the following major issues – • To study the Role of Specialty Restaurants in Five Star Hotels. •
To
determine
the
strenger
of
specialty
restaurants in Five Star Hotels.
RESEARCH METHODOLOGY The research was exploratory in nature and the open ended interview method was adapted. The survey
focused
on
the
quality
and
processes,
method selection and customer knowledge strategy to
gauge
the
status
of
high
class
specialty
restaurants. Managers of these organizations were interviewed to understand the practices adopted by them.
Also
customers
were
interviewed
to
understand the services and the target market. A sample size of 50 was taken for this purpose. These interviews explored the following issues: 1. What
are
the
various
service
initiatives
undertaken by the firm? 2. What are the customer perceptions? 3. What is the target market of these restaurants? 4.
The growth of the high class specialty restaurants in Delhi.
SPECIALITY RESTAURANTS IN FIVE STAR HOTELS Mughlai, Chinese, Continental or food from the South… they're all available. Recent years have witnessed a marked proliferation of eating places, along with bold introductions of different kinds of menus to cater to the sensitive palates and aesthetic sensibilities of a progressively demanding public. Whatever one feels like having, the choices are wide. Mughlai, Chinese,
Continental, food from the Northwest Frontier, South Indian food, delicacies from the coastal states of India, a variety of salads, fast-food creations, piping hot Punjabi food, bar-be-cued sizzlers, Turkish delights, the unusual flavors of cuisine perfected in beautiful Kashmir, Tibetan food, dishes from Japan-one just has to name it and it shall served, for, in matters of taste, India offers a virtually unlimited
choice
as
did
Aladdin's
lamp.
Between them, the deluxe and five-star hotels, exclusive and popular restaurants, and the busy dhabas (the humble Indian forerunners of modern restaurants) provide fare that would tempt the most fastidious of Nawabs (noblemen) or gourmets living in times when the culinary arts had reached a peak and feasts had become a measure of class, style and social status. With rare exceptions, almost all top-bracket hotels offer specialized
kinds
of
cuisine
through
a
clutch
of
restaurants designed to stimulate even the most developed
of
taste
buds.
Reaching out to the large section of people who prefer their food spicy, steaming hot, prepared from fresh ingredients instead of those from the cold storage, is a class of hotels which falls in between the restaurants
mentioned above and wayside eating joints (called dhabas in the north) in terms of décor and prices. The taste and quality of their food rivals the best anywhere. Somehow, the good, wholesome food they offer and the earthy, matter-of-fact surroundings touch a deep chord inside one and awaken soft feelings of nostalgia for another time, another place. Lately, in keeping with public tastes, the emphasis has been on being different, on combining cuisine with innovative surroundings. But these dhabas, though original, true and authentic, are not the place for those who are squeamish about surroundings. Delhi, being the capital, offers most variety, though the larger influence of Punjabi food is obvious.. Delhi specializes in heavy curries and Tandoori items apart from the traditional makki ki rotis (flat bread prepared from corn) and sarson ka saag (prepared from fresh, green mustard leaves). Apart from this the Delhi crowd loves to eat and eating joints are the most frequented places of entertainment or family outings. As a result, eating out in Delhi is no problem; eating joints are spread through the nook and corner of the city. From five stars to the dhabas Delhi abounds in them. The Dhabas here are the most developed and frequent. Delhi and Mumbai are cities where eating out isn't mere social activity or necessity, but an obsession that
knows no barriers, They are cities of food lovers whose appetites and culinary curiosity have given rise to myriad specialty restaurants and local cuisine eateries that
cater
to
every
palate
and
budget.
Mumbai is a true potpourri of cultures and influences and, hence, one will find restaurants serving cuisine from
all
over
the
country
that
have
integrated
themselves into the local food stream so well that they too are considered local specialty restaurants. Mumbai, however, has quite a few restaurants and eateries that by virtue of their cuisine, location, history or ambience, make dining out in this city a truly unique experience. The gastronomic array that one encounters along the coast comprises fish, crabs, prawns and lobsters, coconut and pork. If one starts the journey at the famed Gateway of India in Mumbai, one is engulfed almost instantly by the Chinese, Portuguese, Goan, Parsee, Continental, Bengali, Gujarati, Kutchi, Mangalorean, Punjabi and Irani restaurants. Mumbai's restaurants reflect the character of the city in many ways: being a city which houses people from each and every state, the food is distinctive in the manner in which materials and ingredients are used. One can crown it with certain specialties associated only with the city-local pomfret
(red pomfret), Bombay duck, shell fish, Parsee dhansak and, of course, the inevitable pao bhajis, roadside sandwiches, bhel-puris all washed down by some scrumptious all-flavor ice cream dished out in one of the Parsee
dairies.
Moving down further south to Goa and the music begins to play. Fish dominates the platter here, being cooked and eaten in every conceivable manner; one can have it fried, can curry it, pickle it, dry it or just roast it on coals… one can get fish at street corners, makeshift stalls or in regular markets, and, if one so desires, one can hire a boat and go fishing. If fish isn't exactly one's strong point, one can try some of these: sorpotel takes pride of place at every Goan feast-diced pork cooked in red masala ground in toddy vinegar. Vindaloo (garlic liquor) is a specialty made of either diced pork or beef. A pungent gravy, it is usually eaten with rice. Then there is the choric, the Goan sausage. Made from pickled pork with a high concentration of spices, especially red chilies, vinegar and palm feni, it is stuffed in tripe (which is not eaten) before being smoked on a wood fire. Goa is literally dotted with eating places, of which these
seaside resorts outdo each other with a variety of restaurants. Continuing the drift southwards, one comes across the beautiful Kankan landscape of Mangalore. It is a small city with its built-in harbor dominated by sea gulls, which peck impudently at the prawns laid out to dry for hundreds of yards all over the beaches. Mangalorean curries, with a variety of fish, are extremely pungent and
quite
an
experience.
Eating out in Chennai is a great experience and provides a glimpse of the unique lifestyle of the city. Tamil Nadu is famous for its hospitality and its deep belief that serving food to others is a service to humanity. Yet it was only a decade or so ago that South Indian food was to become popular in hotels and restaurants. Until then, most hotels served North Indian or even Chinese and Continental cuisine but the mouthwatering rasam and the pungent chutneys were absent from the menu. Specialty restaurants in all price brackets serving South Indian food are springing up all over the country. There are endless varieties of dosas, plain, butter masala, Mysore masala, rava dosa, rava masala dosa, and some specials. The dosa is a fantastic dish originating from South India, which is made of a batter
of rice and pulse. It is crisp, thin, and roasted with some fresh butter. When it is stuffed with potatoes, it is called masala dosa. It is served with a spicy dish called sambhar. In most places in Chennai, the sambhar is a little too spicy, and in some places, it is simply plain with lesser proportion of masala or spices. Another item is the idli, which is steamed. Uttapam is another dish, which
has
many
varieties.
Bengal is a gourmet's paradise. From the ubiquitous joints in paaras (neighborhoods) to swank five-stars, it is a multi-course voyage-an adventure in the realm of taste and authenticity. Bengali food is not easily available
elsewhere
in
the
country.
Bengalis
eat
everything with their fingers. They believe that nothing is better than one's own sensitive fingers to pick out the bones of fish like Hilsa or Kol. A basic Bengali meal consists of rice, pulses, vegetables and fish. Whether there are five dishes or fifty, the most important part of eating Bengali food is eating each dish separately with a little bit of rice. The meal is very interesting as the bitter vegetables are eaten first. Then comes dal (lentil) accompanied by fritters of fish and vegetables. After this comes vegetable curry and it is followed by fish curry or macher jhol (a thin stew) and other fish preparations. Meat always follows fish and, after meat, chutney provides the refreshing touch of tartness to make the
tongue anticipate the sweet dish. At the end, paan (betel leaf) is served, which acts as a mouth freshener and aids digestion. Among the local fast food, one is the jhaalmudi and the other is puchkaa (golgoppas outside Bengal). Jhaalmudi consists of puffed rice (mudi) spiced with lemon and coriander and mixed with peanuts and chopped onions.
BUKHARA
FACT FILE
Cuisine: NORTH WEST FRONTIER
Covers: 104+26 PDR (TOTAL-130)
Timings: LUNCH-1230 TO 1445 HRS DINNER- 1900 TO 2345 HRS
Location: LOBBY LEVEL TEL.EXTN: 1972/2951
ABOUT BUKHARA
TALKED ABOUT THE WORLD OVER FOR ITS DELECTABLE NORTH WEST FRONTIER CUISINE, EXPERIENCE THE RUSTIC FLAVOUR WHERE YOU TIE A CHECKED APRON AND ARE ENCOURAGED TO EAT WITH YOUR HANDS. THE AMBIENCE IS DECIDEDLY RUGGED AND YOU CAN EVEN WATCH YOUR MEAL BEING PREPARED INFRONT OF YOU. THESE TWO SPECIALITY RESTAURANTS HAVE BEEN INTERNATIONALLY ACCLAIMED – AS FOR INSTANCE BY THE FOOD CRITIC OF NEWSWEEK AND THEY ARE ALSO THE RECIPIENT OF THE PRESTIGIOUS “ GOLDEN FORK AWARD ”. TIMINGS : LUNCH – 12.30 HRS TO 14.45 HRS DINNER – 19.30 HRS TO 23.45 HRS FRIDAY AND SATURDAY- 19.30 HRS TO 24.30 HRS * NORTH WEST FRONTIER CUISINE * TELE-RESERVATION IS ONLY DONE BETWEEN 19.30 HRS TO 20.00 HRS * LUNCH EXPRESS PLATTER MEAL
AWARDS
•
Bukhara at
ITC
Maurya in
New
Delhi has
been
declared
the
Best Indian Restaurant in the world by 'The Restaurant Magazine', UK. It has also been voted the Best Restaurant in Asia and is the only Indian restaurant to feature in the list of 50 Best Restaurants in the World for five years since 2002.
BEST RESTAURANTS OF INDIA
BUKHARA IN WGMSH&T’S IS THE BEST KNOWN SPECIALITY RESTAURANT OFTEN ACKNOWLEDGED AS THE BEST RESTAURANT OF INDIA, BESIDES BEING A WORLD RENOWNED BRAND. BUKHARA WITH ITS ROUGH INTERIORSAND NORTH WEST FRONTIER CUSINE IS VISITED BY THE BRASS OF THE WORLD COMMUNITY ALL OVER.NO VISITS IN DELHI COMPLETES WITHOUT A VISIT TO BUKHARA. A FEW OF OUR HONOURABLE GUESTS INCLUDE MR BILL CLINTON AND TONY BLAIR. A UNIQUE CONCEPT, SOPHISTICATED AND ETHINIC TOGETHER WHERE KITCHEN IS THE PART OF THE RESTAURANT .THE VIEW OF THE BUSY KITCHEN CHEFS ADDS TO THE TO THE WARMTH OF THE RESTAURANT.THE TIME IN WHICH THE FOOD IS PREPARED AND IS SERVED PROVES THE EFFICIENCY AMONG THE RESTAURANTS.SINCE IT HAS ONLY I30 COVERS “THE BUKHARA PROMENADE” WAS MADE TO ACCOMMODATE MORE GUESTS WITH AN ENTRY ONLY FOR 7 YEARS AND ABOVE.THE FOOD IS COOKED IN CLAY
TANDOORS IN THE TRADITIONALNORTH WEST FRONTIERS REGION. OPEN FOR LUNCH 1230 TO 1445, DINNER 1900 TO 2345. “IT IS REALLYTHE BEST IN TOWN ABOVE ALL COMPARISON!!”
HIERARCHY F & B MANAGER MANAGER (CORPORATE) ASST. MANAGER (F& B)/ MANAGER MAITRE D’ HOTEL SR. CAPTAIN HOSTESS CAPTAIN SR. STEWARD STEWARD APPRENTICE/TRAINEE
At each Restaurant there is a qualified Maitre De and / or Captain to supervise the work of stewards. He in turn is actively supervised by the Restaurant Manager and the F&B Manager. Staffs are trained through a series of training and retraining programs conducted by our training department and are well versed in the language, laying of
table, knowledge of menu
items, and the equipment used to keep dishes at the correct temperature. Apart from technical aspects as discovered by our Quality Enhancement Department. The stress is not only professionalism and service, but equally important, personalisation and courtesy, with a view of satisfy guests' needs, as is customary in Deluxe hotels the world over.
STAFF ORGANISATION • MANAGERS • HOSTESS SR.CAPTAIN • JR.CAPTAIN • SR. STEWARD STEWARD • ASST. STEWARD APPRENTICE • TRAINEES RECORDS FILES AND FORMATS THERE ARE QUITE A FEW RECORDS AND FILES IN PAVILION. * KITCHEN ORDER TICKET * TOTALING SLIP – THIS SLIP ISSUED WHEN THERE ARE TWO OR MORE CHEQUES. SO IT IS SIMPLER TO USE. THE STEWARD TOTALS THE SUM AND PRESENTS THIS SLIP ALONG WITH THE BILL. * REGISTERS : CAPTAIN’S LOG BOOK –
ALL THE SHIFTS STAFFING ARE NOTED DOWN IN THIS LOG BOOK. THE SHIFTS AS WELL AS THE OFF DAYS ARE RECORDED HERE. ATTENDANCE REGISTER – THIS REGISTER IS MAINTAINED TO KEEP A RECORD OF THE STAFF’S ATTENDANCE. TIPS REGISTERS – ALL THE TIPS COLLECTED IN EACH SHIFT ARE RECORDED HERE. SALES REGISTER – THE SALES OF THE DAY ARE RECORDED IN THIS REGISTER. THE SALES ARE DIVIDED INTO THE FOLLOWING – BUDGETED ACTUAL SALES BUFFET SALES BEVERAGE SALES FOOD SALES AVERAGE SALES
GUEST HISTORY REGISTER – HISTORY OF THE REGULAR GUEST, THEIR NAMES, DATE OF BIRTHS, ANNIVERSARY DATE, ADDRESSES, LIKES AND DISLIKES, ANY PARTICULAR DISH THEY ALWAYS PREFER ARE RECORDED IN THE GUEST HISTORY REGISTER. TRANSFER CHECKS –
THIS CHECK IS USED TO TRANSFER ITEM FROM ONE DEPARTMENT TO ANOTHER. THIS IT MADE IN TRIPLICATE. LINEN INVENTORY – THIS BOOK CONTAINS INFORMATION ABOUT THE LINEN ITEMS OF THE RESTAURANT. AFTER EACH SHIFT, THE DIRTY LINEN IS SENT TO THE LAUNDRY AND EXCHANGED WITH THE FRESH ONES.
SERVICE AND PROCEDURE’S THERE IS ONE STEWARD FOR THE PICKUP OF FOOD AND ONE FROM THE BUFFET. THE STEWARD WHO IS ON THE PICK RECEIVES THE KITCHEN ORDER TICKET, FROM THE OTHER STEWARDS, PICKS UP THE FOOD AND DELIVERS THE SAME FROM THE KITCHEN AT HIS FELLOW STEWARDS STATION. STANDARD TABLE SIZES As per existing service designs given below are the standard Table Sizes. : Table of 4: 39" X 39" : Table of 2: 27" X 27" : Table of 4 (Rectangle): 27" X 39" : Table of 4 Square: 42" X 42"
: Table of 4 Round: 48" : Table of 6 Round: 60" : Table of 4 Rectangle: 27" X 39"
SERVICE SKILLS
-Table Layout Changing the table cloth during service
• Laying the covers neatly and geometrically • Mitering of corners of the table cloth -Stacking the side board/ dummy waiter
• Adequate stocks of operational ware like cutlery, crockery and glassware before every meal period • Sauces and condiments (accompaniments) refilled and fresh • Stacked in a clear and orderly manner -Carrying trays and salvers • Positioning orders/ clearances etc in a way that ensures, trays are well-balanced and safe to carry -Reservation/ Table booking • All the vital information to be solicited and noted down • Telephone etiquette and manners -Receiving guest(s) • Make eye contact and offer pleasantries with a smile • Seating the guest and service of water -Presentation of menu card/ Beverage list • Always to be presented open from the righthand side of the guest
• Appropriate phrase while presenting- “Our beverage/ food selection, sir” -Beverage Order taking • Ask for specifications/ Preferences of the guest in terms of brands/ mixers/ quantity etc. • Suggestive selling of cocktails/ aperitifs etc • Setup of beverages on salver or beverage round • Service from trays on the table with right positioning and elegance -Service of alcoholic beverages • Whisky, Cognac, Rum, Gin, Vodka, liqueurs etc -Service of non-alcoholic beverages • Iced tea, Shakes, Lassi, Aerated drinks, freshlime etc • Knowledge of garnish and accessories
Check at appropriate time regarding repeat of beverages -Wine order taking and service
• Sound knowledge about all the aspects of the wine like variety, region, grapes used, vintage, price etc • Techniques involved in presenting and serving wine • Matching the wine with guests food order or choice -Food order taking • Thorough Menu knowledge • Anticipating the needs of the guest • Suggestive selling/ Upselling • KOT writing and placing the order • Clear communication with the kitchen regarding special instructions, guest preferences etc -Service of food • Sequence and techniques involved • Correctly serve the right order to the right person • Ensure that proper accompaniments are placed on the table • Clearance of the table after each course • Crumbing techniques -Service of hot beverages
• Tea/ coffee/ nourishing drinks etc -Compiling a bill without any errors and presenting it as soon as it is requested -Thanking and bidding farewell to the guests -Handling guest complaints/ requests • Service recovery • Apologize to the guest for inconvenience caused -Bartending skills • Thorough knowledge of beverages • Speed and neatness in bartending • Showmanship in making cocktails etc • Maintaining right inventories of alcoholic beverages
-General skills involved
• Carrying and usage of waiters cloth • Various napkin folds • Thorough knowledge of equipment and serviceware, their usage and maintenance • Maintaining high levels of personal grooming and hygiene
• Good interpersonal skills ensuring guest interaction at all levels • Attentive position and anticipation of guest needs • Clear focus and eye for detail • Correct usage and handling of linen
SERVICE OF BEVERAGES
GENERAL RULES • All drinks shall be served / cleared from a service tray / beverage round, unless served at the bar counter service of beverage from the right. • All
drinks
will
be
served
onto
a
coaster
accompanied with a napkin. When serving drinks onto a table cloth, coasters and napkins may be omitted • A simple food grade stir stick (with or without logo) will be presented for mixed drinks – • Bottle or canned beer will be placed next to a glass after first pouring in front of the guest on the table / counter.
SPIRIT SERVICE
• Straight drink (Whisky) or on the rocks to be served in old fashioned glass • Mixed drink to be served in a hi-ball glass • A cocktail napkin, a coaster and an empty hi-ball glass on a coaster are placed in front of the guest • The old-fashioned glass or hi-ball glass is placed on the coaster and ice cubes placed in the glass as per guest’s request. Where 4-5 or more guests are to be served a couple of hi-ball glasses could be preloaded with 2/3 ice cubes to speed up service. The whisky would continue to be carried in the shot glass ahead of services. This applies to the service of Rum, Gin, and Vodka with mixes also. • The whisky is poured from the shot glass over the ice and a stir stick is placed in the glass • Water or soda is added from decanters as per guest’s request
BASIC RULES • Deportment, poise, and pacing are all-important and food-service workers must stand upright and move gracefully; they should not run or walk quickly as this can convey a feeling of confusion. • In order to serve food elegantly at the table the waiter must adopt appropriate body posture, which can be achieved by standing about 15 cms away from the customer's chair; with the left foot forward and with a gentle rotation of the body from the hip to the left, he should lower the left shoulder slightly in order to place the plate correctly from the left, or to bring the serving dish containing the food to just above the customer's plate. • When serving drink from the right, use the same position as above but with the right foot forward. • Coffee, tea and all beverages are served from the right, but sugar can be offered from the left if not on the same tray as the coffee. • When crockery and cutlery bear the name or logo of the establishment, it must be placed in line with the customer- that is, plates are placed with the badge or logo uppermost at '12 o'clock'.
• When placing a clean hot or cold plate in front of a customer, care must be taken to ensure that the thumb does not touch the upper rim of the plate. • Prior to the service of an item, any unwanted cutlery must be removed by the use of a cover plate which is a joint plate covered with a napkin to prevent clatter; any additional cutlery is added in the same way using a cover plate; for hygiene purposes all cutlery must be handled at the base only. • Bread rolls and cut bread are served from the lefthand side by offering the basket to the customer to help himself. If desired the bread may be served from the breadbasket by means of a serving spoon or fork.
As the food items are served, the correct accompaniments must either be offered or placed on the table e.g.. Oil and vinegar with certain hors d'oeuvre, Parmesan cheese with pasta dishes, mustard with grilled meats, etc., but at the end of the course the items must be removed.
WESTVIEW
WESTVIEW, THE ITALIAN SPECIALITY RESTAURANT SERVES AUTHENTIC LEBANESE AND ITALIAN CUISINE IN A-LA-CARTE, BUFFET AND THE GRILL SECTION UNDER CHEF BILL MARCHETTI. WITH A COVER OF 70 AND A FEW MORE ON THE OPEN TERRACE DINING AREA; IT IS A PERFECT PLACE FOR WINE, DINE AND MUSIC. SERVES ALL KINDS OF ALCOHOLIC AND NON
ALCOHOLIC BEVERAGES ALONG WITH ENGLISH MUSIC BY GUITARIST PETER MEHTA. IT OPENS FROM 1930 TO 2345HRS, HOSTED BY MALE AS WELL AS FEMALE STEWARDS.
FACT SHEET Address
:
The Imperial
Janpath New Delhi 110001 India
Telephone
:
91-11-23341234
Facsimile
:
E – Mail
:
91-11-23342255
[email protected]
Website
:
www.theimperialindia.com
Our GDS CODES DELHI
PH50047 DELHI
:
Amadeus
Galileo Sabre World span
PH
PH24536 PH
Architects/ Deisigners D.J. Broomfield ( architect of
the original
structure). Renovation and
restoration
of guest
rooms, Lobby , 1911 restaurant by Chandu Chhada- The Hong Kong based interior designer. The spice Route restaurant has been designed by Rajeev Sethi – India’s cultural czar.
FACILITIES AT A GLANCE
Residential
231 rooms – 188 rooms and 43 suites Food & Beverage
Restaurants – 1911, 1911 Brasserie, San Gimignano,
The
Spice
Route,
Daniell’s
Tavern, the Atrium, Patisserie – La Baguette Bars
Patiala Peg, 1911 Bar Leisure & Entertainment
Shopping precinct including India’s first and only Chanel store.
Fitness Centre, Swimming Pool, Beauty Salon
and
Barber
Shop,
Live
entertainment at Daniell’s Tavern, Art Galleries. Museums, Historical monuments and Shopping (nearby). Meetings, conventions & Events
Royal Ballroom, Emily Eden Room, Hodges Room,
a
private
meeting
room
for
6
persons on request, The Imperial Lawns. Gardens & Courtyards
Three acres of lush greens, Royal palms, a remarkable number of species of trees, palms, ferns, flowering plants and shrubs.
SAN GIMIGNANO'S
The Imperial's Italian specialty restaurant takes inspiration from the medieval town of beautiful towers called San Gimignano in Tuscany. It offers a delectable fare and boasts a premium selection of Italian wines and grappa, including San Gimignano's very own 'Vernaccia di San Gimignano.' The restaurant leads into a terrace courtyard called Paradiso DiVino.
. HOTEL ASHOKA
Ratings: 5 Star Deluxe No hotel symbolizes the traditional grandeur and hospitality of the historic capital of India more than the Ashok, the fist and foremost of Delhi's star hotels and the flagship of the Ashok Group. Set in a prime location of Delhi's Diplomatic Enclave, the Ashok is a familiar and distinctive landmark, its rose-red walls and arched and turreted contours setting it apart from the glass and concrete conformity of other hotels. Address: 50-B, Chanakyapuri, New Delhi -110 021, India. Accessibility: 15 km from International Airport. 10 km from Domestic Airport. 9 km
from New Delhi Railway Station. Locational Advantage: Situated in serene Diplomatic Enclave close to City center/business district & Airport.
ROUGH Italian specialty restaurant 1830 hrs to 0030 hrs located at lobby level. RESTAURANT MANAGER Reports to the F & B director He is responsible for the smooth functioning of the restaurant He supervises and instructs the staff Maintain proper co-ordination and good relations with the kitchen staff Handles the guest complaints Ensures that the proper standards of service and hygiene are maintained by the staff ASSISTANT MANAGER He helps the restaurant manager in his work operations and does have the authority to take decisions in the absence of the restaurant manager… CAPTAIN Reports to the restaurant manager Supervises the staff and help them when so ever required Allocates duties to the senior stewards and apprentices Keeps a close eye on the functioning of the restaurant In the absence of the hostess, he escorts the guests to their seats Responsible for the maintenance of hygiene standards at the restaurant
Deals with the guest complaints Does suggestive selling in order to promote sales
STEWARD He reports to the captain Lays the covers on the table Does the clearance of the table and further clean the dishes at the dish washing area Wipe glasses and cutleries Prepares KOT’s (Kitchen order ticket) and places the kitchen copy with the chef and picks up the food Services the food to the guest Presents the check to the guest and put all the tips in the tip box Caries out linen exchange from the linen room RECORD AND REGISTERS MAINTAINED LOGBOOK… It is very important register as it is the communication link between the two consecutive shifts. On the right side the employee’s present for a particular shift is mentioned on the left hand and necessary and information which is to be passed on the next shift. Food & Beverage sales figure are also mentioned in it for a shift… SALES SUMMARY SHEET :This is a register in which a record of the forecast sales and actual sales is maintained. It has got separate columns for food, beverage, total sales, no. of covers sold and suggestions. It is signed by the F & B director everyday…
LINEN ROOM… It is a small book maintained to keep a record of the linen exchange of the outlet. In the everyday shift, the soiled linen is sorted, counted and made into bundles of 10 to facilitate quick linen exchange and its entry is made in this book… REPAIR ORDER BOOK… This book is maintained to give the engineering department all kinds of complaints like electrical, carpentry, paint touch up etc. as and when required… MATERIALS REQUISITION BOOK… This book is maintained to acquire things like pencil, pen, crayon envelopes, etc. from the stores special children menu is also acquired through this book… FOOD REQUISITION BOOK… This book is to maintained to acquire food stores from general stores like jam, marmalade, sauces, mustard, sugar etc are obtained through this book… INTER DEPARTMENTAL TRANSFER BOOK… This book is used to borrow certain items urgently from another department outlets / departments, when the sources are closed.
Oh cacutta:Oh! Calcutta is an ode, a celebration to the romantic city of Calcutta and its gastronomic delights. It offers a diverse and traditional fare of authentic Bengali cuisine that is reminiscent of Kolkata as it once was. A city with electric trams, horse carriages for taxis and large motorcars carrying gentlemen and ladies to the clubs – a cultural capital and an intellectual force. The cuisine at Oh! Calcutta is, of course, quintessential Bengali. Contemporary, yet evocative; modern yet traditional. Our chefs regularly source rare ingredients from the region, visiting small hamlets in search of a unique dish. The whole point of the exercise is to consistently surprise the palate – to ensure a constant stream of unique experiences. Oh! Calcutta is where Bengalis meet to taste home food and non-Bengalis enjoy such famed delicacies as Smoked Bekti, Mutton Rezzala and the famous Hilsa (Ilish). And that’s not all. Only here can you discover the lost culinary arts served originally in the old Kolkata Clubs – the Colonial Cuisine which left the land with the British.
Mainland China
It’s how India travels to China; to the far-flung provinces of Hunan, Sichuan and others. It’s the flagship chain of Speciality Restaurants and the largest chain of fine dining Chinese restaurants in the country today. Mainland China serves authentic Chinese cuisine from the major provinces of China, staying true to the practices and traditions of the land. Today, Mainland China has a countrywide presence of 30 outlets across Mumbai, Kolkata, Chennai, Bangalore, Pune, Hyderabad, New Delhi, Guwahati, Ahmedabad, Baroda, Nashik, Bhubaneswar, Chandigarh and Dhaka (Bangladesh). New outlets have recently been opened in Jaipur, Surat, Lucknow, Ludhiana and the most recent one is at Vashi (New Mumbai). The cuisine itself is based on the principle of Yin and Yang. A sense of balance is reflected in the dishes. Flavours combine, textures intermingle and colours blend. This harmony dictates every delicacy that our master Chef from China adheres to … in all our creations. Maintaining authenticity and keeping the cuisine contemporary is no mean feat. Our chefs fly to various provinces in China, interacting with their counterparts on location. Sometimes even exploring deep within the land looking for new recipes, new methods, and new ideas. Original sauces, ingredients, spices are all flown in from Guangdong, Hunan and the fresh markets of Beijing.
Mainland China is nothing short of a movement. It created a benchmark. It’s won numerous awards, and it proudly enjoys an unparalleled loyalty among its patrons.
2009
Times Good Food Award for the Best Chinese Restaurant 2009 Mainland China , Chennai
2009
Top Rated Bengali Restaurant by Burrp 2009 Oh! Calcutta Express, Mumbai
1999
Mainland China, Bangalore won the coveted H & FS award for Best Oriental Restaurant
2002
Mainland China, Hyderabad won the coveted H & FS award for Best Oriental Restaurant
2003
Mainland China, Kolkata won the coveted The Telegraph Good Food Award
2003
Oh! Calcutta, Kolkata won the coveted The Telegraph Good Food Award
2004
Oh! Calcutta, Kolkata won the prestigious Times Good Food Award for Best Bengali Restaurant
2004
Oh! Calcutta, Mumbai won the prestigious Times Good Food Award for Best Bengali Restaurant
2005
Oh! Calcutta, Mumbai won the prestigious Times Good Food Award for Best Bengali Restaurant
2006
Sigree, Pune won the prestigious Times Good Food Award for best North Indian food.
2006
Mainland China, Pune won the Times Good Food Award for best Chinese Restaurant
2006
Oh! Calcutta, Delhi won the Times Good Food Award for Best Bengali Restautant
2007
Oh! Calcutta, Mumbai won the prestigious Times Good Food Award for Best Bengali Restaurant.
2008: Mainland China won ´The Golden Spoon Award, 2008´ for being ´The Most Admired F&B Retailer of the Year Dine in Restaurant of Indian Origin´.
Mainland China Chennai won the Best Restaurant Award serving Oriental Cuisine in Chennai by Frappé– Chennai´s Café Lifestyle Magazine. Yet again Mainland China and Sigree Pune were awarded Times Good Food Award for best Chinese and Indian restaurant in Pune.
Burrp Food Award for the most authentic Bengali restaurant went to ´Oh! Calcutta, Express´. It´s raining awards for Oh! Calcutta Tardeo. The restaurant has been awarded ´Most Authentic Bengali Restauranté by Burrp and ´Best Bengali Restaurant´ by Times Good Food Guide.
Oh! Calcutta Tardeo won the DNA Award for the Best Bengali Restaurant 2008
Maria Food Center Restaurant , New Market Area 30A-F Free School Street, New Market Area, Kolkata Cuisine Indian Thai Mediterranean Contact No 033- 40061999/60-61 DressCode Casual Payment All Major Card Accepted Time All Days -11:00 AM - 11:00 AM Price for 2 Rs.250-Rs.500
DATA COLLECTION
1. PRIMARY DATA:
The primary data that was collected was mainly through the questionnaire. A sample of 50 was taken for this study. Also, to learn more about the organisation
and
its
working
methods,
the
managers were interviewed. That was open ended interview in nature. 2. SECONDARY DATA:
The secondary data was collected from various sources like magazines, information centres and websites
to
understand
the
high
speciality
restaurant industry in India in general and Delhi in particular.
DATA ANALYSIS Questionnaire - Customer 1Age: 0-10
0
10-20
20
20-30
40
40-50 5%
30-
40-
Above
40
50
50
30
5
5
Above 50 5%
0-10 0%
20-30 20%
30-40 30%
20-30 40%
These types of restaurants are more popular to the upwardly mobile and the youth group.
What brings you to the
“High -class speciality
restaurant”? Quality
Service
Variety
Ambience
5
30
Response 25
40
Quality 25%
Ambience 30%
Variety 5%
Service Response 40%
Service response and Ambience are the two most important
factors
for
which
these
places
are
frequented by the patrons. Quality comes a close third.
6. Which day according to you do you find “ High -class speciality restaurants ” full? Monday
0
Tuesday
0
Wednesday
0
Thursday
0
Friday
35
Saturday
40
Sunday
25
40 35 30 25 20 15 10 5
Sunday
Saturday
Friday
Thursday
Wednesday
Tuesday
Monday
0
Weekends are the times when these places are most visited. This is in trend to the common metrosexual behavior.
7. Do you come here with your Family
Friends
Girl friend/ Boy
Alone
friend 30
Girl friend/ Boy friend 15%
45
15
Alone 10%
10
Family 30%
Friends 45%
Family and friends are the main reason that the customers frequent these places.
. Have you come across any special offers given by these“ High -class Speciality restaurant”? Yes
No
85
15
No 15%
Yes 85%
Most of the people have actually come across special offers given by these “ High -class Speciality restaurants”.
CONCLUSIONS From the above study, we can conclude the following: 1. The restaurants should position themselves more like Middle/ Upper Middle class rather than for the rich. 2. The youth crowd should be targeted along with the family crowd. 3. Product variety offered by the restaurants should be improved; 4. Discounts and offers should be given more on weekdays so as to pull the crowd to near full capacity on the weekdays as well.
LIMITATIONS The main limitations were time and confidentiality of information from the company. Also, a larger no. of restaurants, if taken, could have given us a more accurate result.
EXECUTIVE SUMMARY
The objective of conducting the market research study was to identify the unique factors which attract
people
to
each
of
these
stated
restaurants, to determine the percentage wise preference for these for these restaurants and to find out the frequency of visit at each of the stated restaurants. A set of attributes were generated on basis of objectives that were previously determined. This would eventually determine what attributes/benefits the consumer desires. - Price - Quality of food
- Accessibility - Variety
- Speed of Delivery
- Space
- Clean liness/hygiene
- Décor
Based on above attributes concepts were developed on which analysis could be made.
Finally
a
personally
administered
questionnaire
survey was conducted.
Based on which findings have been presented.
BIBLIOGRAPHY INTERNET • www.fhrai.com • www.hotelinteractive.com • www.thomsonlearning.co.uk • www.hcima.com • www.ehotelier.com •
www.hotelier&caterer.com
• www.fooddude.com •
www.biz.yahoo.com
•
www.restaurant.org
•
www.hotel-online.com
•
www.cio.com
•
www.entrepreneur.com
•
www.mckinseyquarterly.com
HOTEL The Imperial, New Delhi The Taj Mahal, New Delhi ITC Maurya Sheraton, New Delhi
