SPECIALITY RESTAURANTS

(1)

RESEARCH PROJECT

REPORT

ON

SPECIALITY RESTAURANT

OF INDIA

(2)

(3)

INDEX

• Cover Page • Index • Guide Certificate • Acknowledgement • Objective • Methodology • Study • Data Analyses • Limitation • Executive Summery • Conclusion • Bibliography

(4)

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

(5)

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.

4. The growth of the high class specialty restaurants

in Delhi.

SPECIALITY RESTAURANTS IN

FIVE STAR HOTELS

Mughlai, Chinese, Continental

Mughlai, Chinese, Continental or food from the or food from the

South…

South… they're all available. Recent years have they're all available. Recent years have witnessed a marked proliferation of eating places, along

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.

(6)

Continental, food

Continental, food from thefrom the Northwest Frontier, Northwest Frontier, South

South Indian food, delicacies from the coastal states of Indian food, delicacies from the coastal states of India, a

India, a variety of salads, fast-food creations,variety of salads, fast-food creations, piping hot Punjabi food, bar-be-cued sizzlers,

piping hot Punjabi food, bar-be-cued sizzlers,

Turkish delights, the unusual flavors of cuisine

perfected in beautiful Kashmir, Tibetan food,

dishes from

Japan-dishes from Japan-one just has to name it and it shallone just has to name it and it shall served, for, in matters of taste, India offers a virtually

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

and popular restaurants, and the busy dhabasdhabas (the (the humble Indian forerunners of modern restaurants)

humble Indian forerunners of modern restaurants)

provide fare that would tempt the most fastidious of

Nawabs

Nawabs (noblemen) or gourmets living in times when (noblemen) or gourmets living in times when the culinary arts had reached a peak and feasts had

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

(7)

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

Delhi, being the capital, offers most variety, though the, being the capital, offers most variety, though the larger influence of Punjabi food is obvious.. Delhi

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

Delhi and Mumbai are cities where eating out isn't are cities where eating out isn't mere social activity or necessity, but an obsession that

(8)

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

Mumbai is a true potpourri of culturesis a true potpourri of cultures and influences 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

Gateway of India in MumbaMumbai, one is engulfed almosti, one is engulfed almost instantly by the Chinese, Portuguese, Goan, Parsee,

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

(9)

(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

Moving down further south to Goasouth to Goa and the music and the music begins to play. Fish dominates the platter here, being

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

(10)

seaside resorts outdo each other with a variety of

restaurants.

Continuing the drift

Continuing the drift southwards,southwards, one comes across the one comes across the beautiful

beautiful Kankan landscape of MangaloreKankan landscape of Mangalore. It is a. 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

Eating out in ChennaiChennai is a great experience and is a great experience and provides a glimpse of the unique lifestyle of the city.

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

(11)

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

Bengal is a gourmet's paradise. From the ubiquitous is a gourmet's paradise. From the ubiquitous joints in paaras (neighborhoods) to swank five-stars, it is

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

(12)

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

(13)

Cuisine:

NORTH WEST FRONTIER

Covers:

104+26 PDR (TOTAL-130) 104+26 PDR (TOTAL-130)

Timings:

LUNCH -1230 TO 1445 HRS DINNER DINNER- 1900 TO 2345 HRS- 1900 TO 2345 HRS

Location:

LOBBY LEVEL LOBBY LEVEL TEL.EXTN: TEL.EXTN: 1972/2951 1972/2951

ABOUT BUKHARA

(14)

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

(15)

•

• BukharaBukhara at at ITCITC

Maurya in

Maurya in NewNew

Delhi has

Delhi has beenbeen

declared

declared thethe

Best Indian

Restaurant in the world

Restaurant in the world by 'The Restaurant by 'The Restaurant

Magazine',

Magazine', UK. It has also been voted the Best UK. It has also been voted the Best

Restaurant in Asia

Restaurant in Asia and is the only Indian and is the only Indian

restaurant to feature in the list of

restaurant to feature in the list of 50 Best50 Best

Restaurants in the World

Restaurants in the World for five years since for five years since

2002.

BEST RESTAURANTS OF INDIA

(16)

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

(17)

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

(18)

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.

(19)

STAFF ORGANISATION

• • MANAGERSMANAGERS • • HOSTESSHOSTESS SR.CAPTAIN • • JR.CAPTAINJR.CAPTAIN • • SR. STEWARDSR. STEWARD STEWARD •

• ASST. STEWARDASST. STEWARD

APPRENTICE

•

• TRAINEESTRAINEES

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 :

(20)

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.

(21)

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 4: 39" X 39" : Table of 2: 27" X 27" : Table of 2: 27" X 27" : Table of 4 (Rectangle): 27" X 39" : Table of 4 (Rectangle): 27" X 39" : Table of 4 Square: 42" X 42" : Table of 4 Square: 42" X 42"

(22)

: Table of 4 Round: 48" : Table of 4 Round: 48" : Table of 6 Round: 60" : Table of 6 Round: 60" : Table of 4 Rectangle: 27" X 39" : Table of 4 Rectangle: 27" X 39" SERVICE SKILLS -Table Layout

Changing the table cloth during service •

• Laying the covers neatly and geometricallyLaying the covers neatly and geometrically

•

• Mitering of corners of the table clothMitering of corners of the table cloth



(23)

•

• Adequate stocks of operational ware likeAdequate stocks of operational ware like cutlery, crockery and glassware before every

cutlery, crockery and glassware before every

meal period

•

• Sauces and condiments (accompaniments)Sauces and condiments (accompaniments) refilled and fresh

refilled and fresh

•

• Stacked in a clear and orderly mannerStacked in a clear and orderly manner



 -Carrying trays and salvers-Carrying trays and salvers

•

• Positioning orders/ clearances etc in a way thatPositioning orders/ clearances etc in a way that ensures, trays are well-balanced and safe to

ensures, trays are well-balanced and safe to

carry



 -Reservation/ Table booking-Reservation/ Table booking

•

• All the vital information to be solicited andAll the vital information to be solicited and noted down

noted down

•

• Telephone etiquette and mannersTelephone etiquette and manners



 -Receiving guest(s)-Receiving guest(s)

•

• Make eye contact and offer pleasantries with aMake eye contact and offer pleasantries with a smile

smile

•

• Seating the guest and service of waterSeating the guest and service of water



 -Presentation of menu card/ Beverage list-Presentation of menu card/ Beverage list

•

• Always to be presented open from the right-Always to be presented open from the right-hand side of the guest

(24)

•

• Appropriate phrase while presenting- “OurAppropriate phrase while presenting- “Our beverage/ food selection, sir”

beverage/ food selection, sir”



 -Beverage Order taking-Beverage Order taking

•

• Ask for specifications/ Preferences of the guestAsk for specifications/ Preferences of the guest in terms of brands/ mixers/ quantity etc.

in terms of brands/ mixers/ quantity etc.

•

• Suggestive selling of cocktails/ aperitifs etcSuggestive selling of cocktails/ aperitifs etc

•

• Setup of beverages on salver or beverageSetup of beverages on salver or beverage round

round

•

• Service from trays on the table with rightService from trays on the table with right positioning and elegance

positioning and elegance



 -Service of alcoholic beverages-Service of alcoholic beverages

•

• Whisky, Cognac, Rum, Gin, Vodka, liqueurs etcWhisky, Cognac, Rum, Gin, Vodka, liqueurs etc



 -Service of non-alcoholic beverages-Service of non-alcoholic beverages

•

• Iced tea, Shakes, Lassi, Aerated drinks,Iced tea, Shakes, Lassi, Aerated drinks, freshlime etc

freshlime etc

•

• Knowledge of garnish and accessoriesKnowledge of garnish and accessories



 Check at appropriate time regarding repeat ofCheck at appropriate time regarding repeat of beverages

beverages



(25)

•

• Sound knowledge about all the aspects of theSound knowledge about all the aspects of the wine like variety, region, grapes used, vintage,

wine like variety, region, grapes used, vintage,

price etc

•

• Techniques involved in presenting and servingTechniques involved in presenting and serving wine

wine

•

• Matching the wine with guests food order orMatching the wine with guests food order or choice

choice



 -Food order taking-Food order taking

•

• Thorough Menu knowledge Thorough Menu knowledge

•

• Anticipating the needs of the guestAnticipating the needs of the guest

•

• Suggestive selling/ UpsellingSuggestive selling/ Upselling

•

• KOT writing and placing the orderKOT writing and placing the order

•

• Clear communication with the kitchen regardingClear communication with the kitchen regarding special instructions, guest preferences etc

special instructions, guest preferences etc



 -Service of food-Service of food

•

• Sequence and techniques involvedSequence and techniques involved

•

• Correctly serve the right order to the rightCorrectly serve the right order to the right person

person

•

• Ensure that proper accompaniments are placedEnsure that proper accompaniments are placed on the table

on the table

•

• Clearance of the table after each courseClearance of the table after each course

•

• Crumbing techniquesCrumbing techniques



(26)

•

• Tea/ coffee/ nourishing drinks etcTea/ coffee/ nourishing drinks etc



 -Compiling a bill without any errors and presenting it-Compiling a bill without any errors and presenting it as soon as it is requested

as soon as it is requested



 -Thanking and bidding farewell to the guests-Thanking and bidding farewell to the guests



 -Handling guest complaints/ requests-Handling guest complaints/ requests

•

• Service recoveryService recovery

•

• Apologize to the guest for inconvenienceApologize to the guest for inconvenience caused

caused



 -Bartending skills-Bartending skills

•

• Thorough knowledge of beveragesThorough knowledge of beverages

•

• Speed and neatness in bartendingSpeed and neatness in bartending

•

• Showmanship in making cocktails etcShowmanship in making cocktails etc

•

• Maintaining right inventories of alcoholicMaintaining right inventories of alcoholic beverages

beverages



 --General skills involvedGeneral skills involved

•

• Carrying and usage of waiters clothCarrying and usage of waiters cloth

•

• Various napkin foldsVarious napkin folds

•

• Thorough knowledge of equipment andThorough knowledge of equipment and

serviceware, their usage and maintenance

•

• Maintaining high levels of personal groomingMaintaining high levels of personal grooming and hygiene

(27)

•

• Good interpersonal skills ensuring guestGood interpersonal skills ensuring guest interaction at all levels

interaction at all levels

•

• Attentive position and anticipation of guestAttentive position and anticipation of guest needs

needs

•

• Clear focus and eye for detailClear focus and eye for detail

•

• Correct usage and handling of linenCorrect 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.

(28)

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 pre-loaded 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

(29)

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'.

(30)

• 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 left-hand 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.

(31)

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

(32)

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

:

91-11-23342255

E – Mail

:

[email protected]

Website

:

www.theimperialindia.com

Our GDS CODES

:

Amadeus

PH

DELHI

Galileo

PH24536

Sabre

PH50047

World span

PH

DELHI

(33)

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

(34)

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

..

(35)

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.

(36)

.

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:

(37)

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 directorReports to the F & B director



 He is responsible for the smooth functioning of the restaurantHe is responsible for the smooth functioning of the restaurant



 He supervises and instructs the staffHe supervises and instructs the staff



 Maintain proper co-ordination and good relations with the kitchen staffMaintain proper co-ordination and good relations with the kitchen staff



 Handles the guest complaintsHandles the guest complaints



 Ensures that the proper standards of service and hygiene are maintainedEnsures 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 Reports to the restaurant manager



 Supervises the staff and help them when so ever requiredSupervises the staff and help them when so ever required



 Allocates duties to the senior stewards and apprenticesAllocates duties to the senior stewards and apprentices



 Keeps a close eye on the functioning of the restaurantKeeps a close eye on the functioning of the restaurant



 In the absence of the hostess, he escorts the guests to their seatsIn the absence of the hostess, he escorts the guests to their seats



(38)



 Deals with the guest complaintsDeals with the guest complaints



 Does suggestive selling in order to promote sales Does suggestive selling in order to promote sales

STEWARD



 He reports to the captainHe reports to the captain 

 Lays the covers on the tableLays the covers on the table 

 Does the clearance of the table and further clean the dishes at theDoes the clearance of the table and further clean the dishes at the dish washing area

dish washing area



 Wipe glasses and cutleriesWipe glasses and cutleries 

 Prepares KOT’s (Kitchen order ticket) and places the kitchenPrepares KOT’s (Kitchen order ticket) and places the kitchen copy with the chef and picks up the food

copy with the chef and picks up the food



 Services the food to the guestServices the food to the guest 

 Presents the check to the guest and put all the tips in the tip boxPresents the check to the guest and put all the tips in the tip box 

 Caries out linen exchange from the linen roomCaries out linen exchange from the linen room 



RECORD AND REGISTERS MAINTAINED

LOGBOOK

LOGBOOK… … It is very important register as it is the communication It is very important register as it is the communication link between the two consecutive shifts. On the right side the

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

SALES SUMMARY SHEET :This is a register in which a record of :This is a register in which a record of the forecast sales and actual sales is maintained. It has got separate

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…

(39)

LINEN ROOM…

LINEN ROOM… I I t is a small book maintained to keep a record of thet is a small book maintained to keep a record of the linen exchange of the outlet. In the everyday shift, the soiled linen is

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…

REPAIR ORDER BOOK… This book is maintained to give the This book is maintained to give the engineering department all kinds of complaints like electrical,

engineering department all kinds of complaints like electrical,

carpentry, paint touch up etc. as and when required…

MATERIALS REQUISITION BOOK…

MATERIALS REQUISITION BOOK… This book is maintained toThis book is maintained to acquire things like pencil, pen, crayon envelopes, etc. from the stores

acquire things like pencil, pen, crayon envelopes, etc. from the stores

special children menu is also acquired through this book…

FOOD REQUISITION BOOK…

FOOD REQUISITION BOOK… This book is to maintained to acquire This book is to maintained to acquire food stores from general stores like jam, marmalade, sauces, mustard,

food stores from general stores like jam, marmalade, sauces, mustard,

sugar etc are obtained through this book…

INTER DEPARTMENTAL TRANSFER BOOK

INTER DEPARTMENTAL TRANSFER BOOK…… This book is used to This book is used to borrow certain items urgently from another department outlets /

borrow certain items urgently from another department outlets /

departments, when the sources are closed.

(40)

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.

(41)

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.

(42)

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.

(43)

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

(44)

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.

(45)

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.

(46)

DATA ANALYSIS Questionnaire - Customer 1Age: 0-10 10-20 20-30 30-40 40-50 Above 50 0 20 40 30 5 5

These types of restaurants are more popular to the upwardly mobile and the youth group.

30-40 30% 20-30 40% 20-30 20% 0-10 0% Above 50 5% 40-50 5%

(47)

What brings you to the “High -class speciality restaurant”? Quality Service Response Variety Ambience 25 40 5 30

Service response and Ambience are the two most important factors for which these places are frequented by the patrons. Quality comes a close third. Quality 25% Service Response 40% Variety 5% Ambience 30%

(48)

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

Weekends are the times when these places are most visited. This is in trend to the common metrosexual behavior. 0 5 10 15 20 25 30 35 40 M o n d ay T u es d ay W ed n es d ay T h u rs d ay F ri d ay S at u rd ay S u n d ay

(49)

7. Do you come here with your

Family Friends Girl friend/ Boy friend

Alone

30 45 15 10

Family and friends are the main reason that the customers frequent these places.

Family 30%

Friends 45% Girl friend/ Boy

friend 15%

Alone 10%

(50)

. Have you come across any special offers given by these“ High -class Speciality restaurant”?

Yes No

85 15

Most of the people have actually come across special offers given by these “ High -class Speciality restaurants”.

Yes 85% No

(51)

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.

(52)

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.

(53)

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 - Accessibility

- Quality of food - Variety

- Speed of Delivery - Space

- Clean liness/hygiene - Décor

Based on above attributes concepts were developed on which analysis could be made.