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RESEARCH PROJECT REPORT
ONONSPECIALITY RESTAURANTSPECIALITY RESTAURANT
OF INDIAOF 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, ContinentalMughlai, 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, alongwitnessed a marked proliferation of eating places, along
with bold introductions of different kinds of menus towith bold introductions of different kinds of menus to
cater to the sensitive palates and aesthetic sensibilitiescater to the sensitive palates and aesthetic sensibilities
of a progressively demanding public. Whatever one feelsof a progressively demanding public. Whatever one feels
like having, the choices are wide. like having, the choices are wide. Mughlai, Chinese,Mughlai, Chinese,
Continental, food Continental, food from thefrom the Northwest Frontier, Northwest Frontier,
SouthSouth 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 cuisineTurkish delights, the unusual flavors of cuisine
perfected in beautiful Kashmir, Tibetan food,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 virtuallyserved, for, in matters of taste, India offers a virtually
unlimited choice as did Aladdin's lamp. unlimited choice as did Aladdin's lamp.
Between them, the deluxe and five-star hotels, exclusiveBetween 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 ofprovide fare that would tempt the most fastidious of
NawabsNawabs (noblemen) or gourmets living in times when (noblemen) or gourmets living in times when
the culinary arts had reached a peak and feasts hadthe culinary arts had reached a peak and feasts had
become a measure of class, style and social status.become a measure of class, style and social status.
With rare exceptions, almost all top-bracket hotels offerWith rare exceptions, almost all top-bracket hotels offer
specialized kinds of cuisine through a clutch ofspecialized kinds of cuisine through a clutch of
restaurants designed to stimulate even the mostrestaurants designed to stimulate even the most
developed of taste buds. developed of taste buds.
Reaching out to the large section of people who preferReaching out to the large section of people who prefer
their food spicy, steaming hot, prepared from freshtheir food spicy, steaming hot, prepared from fresh
ingredients instead of those from the cold storage, is aingredients instead of those from the cold storage, is a
class of hotels which falls in between the restaurantsclass of hotels which falls in between the restaurants
mentioned above and wayside eating joints (calledmentioned above and wayside eating joints (called
dhabas in the north) in terms of décor and prices. Thedhabas in the north) in terms of décor and prices. The
taste and quality of their food rivals the best anywhere.taste and quality of their food rivals the best anywhere.
Somehow, the good, wholesome food they offer and theSomehow, the good, wholesome food they offer and the
earthy, matter-of-fact surroundings touch a deep chordearthy, matter-of-fact surroundings touch a deep chord
inside one and awaken soft feelings of nostalgia forinside one and awaken soft feelings of nostalgia for
another time, another place. Lately, in keeping withanother time, another place. Lately, in keeping with
public tastes, the emphasis has been on being different,public tastes, the emphasis has been on being different,
on combining cuisine with innovative surroundings. Buton combining cuisine with innovative surroundings. But
these dhabas, though original, true and authentic, arethese dhabas, though original, true and authentic, are
not the place for those who are squeamish aboutnot the place for those who are squeamish about
surroundings.surroundings.
DelhiDelhi, being the capital, offers most variety, though the, being the capital, offers most variety, though the
larger influence of Punjabi food is obvious.. Delhilarger influence of Punjabi food is obvious.. Delhi
specializes in heavy curries and Tandoori items apartspecializes in heavy curries and Tandoori items apart
from the traditional makki ki rotis (flat bread preparedfrom the traditional makki ki rotis (flat bread prepared
from corn) and sarson ka saag (prepared from fresh,from corn) and sarson ka saag (prepared from fresh,
green mustard leaves). Apart from this the Delhi crowdgreen mustard leaves). Apart from this the Delhi crowd
loves to eat and eating joints are the most frequentedloves to eat and eating joints are the most frequented
places of entertainment or family outings. As a result,places of entertainment or family outings. As a result,
eating out in Delhi is no problem; eating joints areeating out in Delhi is no problem; eating joints are
spread through the nook and corner of the city. Fromspread through the nook and corner of the city. From
five stars to the dhabas Delhi abounds in them. Thefive stars to the dhabas Delhi abounds in them. The
Dhabas here are the most developed and frequent.Dhabas here are the most developed and frequent.
Delhi and MumbaiDelhi and Mumbai are cities where eating out isn't are cities where eating out isn't
mere social activity or necessity, but an obsession thatmere social activity or necessity, but an obsession that
knows no barriers, They are cities of food lovers whoseknows no barriers, They are cities of food lovers whose
appetites and culinary curiosity have given rise toappetites and culinary curiosity have given rise to
myriad specialty restaurants and local cuisine eateriesmyriad specialty restaurants and local cuisine eateries
that cater to every palate and budget. that cater to every palate and budget.
Mumbai Mumbai is a true potpourri of is a true potpourri of culturescultures and influences and influences
and, hence, one will find restaurants serving cuisineand, hence, one will find restaurants serving cuisine
from all over the country that have integratedfrom all over the country that have integrated
themselves into the local food stream so well that theythemselves into the local food stream so well that they
too are considered local specialty restaurants. Mumbai,too are considered local specialty restaurants. Mumbai,
however, has quite a few restaurants and eateries thathowever, has quite a few restaurants and eateries that
by virtue of their cuisine, location, history or ambience,by virtue of their cuisine, location, history or ambience,
make dining out in this city a truly unique experience. make dining out in this city a truly unique experience.
The gastronomic array that one encounters along theThe gastronomic array that one encounters along the
coast comprises fish, crabs, prawns and lobsters,coast comprises fish, crabs, prawns and lobsters,
coconut and pork. If one starts the journey at the famedcoconut 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,Continental, Bengali, Gujarati, Kutchi, Mangalorean,
Punjabi and Irani restaurants. Mumbai's restaurantsPunjabi and Irani restaurants. Mumbai's restaurants
reflect the character of the city in many ways: being areflect the character of the city in many ways: being a
city which houses people from each and every state, thecity which houses people from each and every state, the
food is distinctive in the manner in which materials andfood is distinctive in the manner in which materials and
ingredients are used. One can crown it with certainingredients are used. One can crown it with certain
specialties associated only with the city-local pomfretspecialties associated only with the city-local pomfret
(red pomfret), Bombay duck, shell fish, Parsee dhansak(red pomfret), Bombay duck, shell fish, Parsee dhansak
and, of course, the inevitable pao bhajis, roadsideand, of course, the inevitable pao bhajis, roadside
sandwiches, bhel-puris all washed down by somesandwiches, bhel-puris all washed down by some
scrumptious all-flavor ice cream dished out in one of thescrumptious all-flavor ice cream dished out in one of the
Parsee dairies.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, beingbegins to play. Fish dominates the platter here, being
cooked and eaten in every conceivable manner; one cancooked and eaten in every conceivable manner; one can
have it fried, can curry it, pickle it, dry it or just roast ithave it fried, can curry it, pickle it, dry it or just roast it
on coals… one can get fish at street corners, makeshifton coals… one can get fish at street corners, makeshift
stalls or in regular markets, and, if one so desires, onestalls or in regular markets, and, if one so desires, one
can hire a boat and go fishing. If fish isn't exactly one'scan hire a boat and go fishing. If fish isn't exactly one's
strong point, one can try some of these: sorpotel takesstrong point, one can try some of these: sorpotel takes
pride of place at every Goan feast-diced pork cooked inpride of place at every Goan feast-diced pork cooked in
red masala ground in toddy vinegar. Vindaloo (garlicred masala ground in toddy vinegar. Vindaloo (garlic
liquor) is a specialty made of either diced pork or beef. Aliquor) is a specialty made of either diced pork or beef. A
pungent gravy, it is usually eaten with rice. Then therepungent gravy, it is usually eaten with rice. Then there
is the choric, the Goan sausage. Made from pickled porkis the choric, the Goan sausage. Made from pickled pork
with a high concentration of spices, especially redwith a high concentration of spices, especially red
chilies, vinegar and palm feni, it is stuffed in tripe (whichchilies, vinegar and palm feni, it is stuffed in tripe (which
is not eaten) before being smoked on a wood fire. Goa isis not eaten) before being smoked on a wood fire. Goa is
literally dotted with eating places, of which theseliterally dotted with eating places, of which these
seaside resorts outdo each other with a variety ofseaside resorts outdo each other with a variety of
restaurants. 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,small city with its built-in harbor dominated by sea gulls,
which peck impudently at the prawns laid out to dry forwhich peck impudently at the prawns laid out to dry for
hundreds of yards all over the beaches. Mangaloreanhundreds of yards all over the beaches. Mangalorean
curries, with a variety of fish, are extremely pungentcurries, with a variety of fish, are extremely pungent
and quite an experience.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 deepTamil Nadu is famous for its hospitality and its deep
belief that serving food to others is a service tobelief that serving food to others is a service to
humanity. Yet it was only a decade or so ago that Southhumanity. Yet it was only a decade or so ago that South
Indian food was to become popular in hotels andIndian food was to become popular in hotels and
restaurants. Until then, most hotels served North Indianrestaurants. Until then, most hotels served North Indian
or even Chinese and Continental cuisine but theor even Chinese and Continental cuisine but the
mouthwatering rasam and the pungent chutneys weremouthwatering rasam and the pungent chutneys were
absent from the menu. Specialty restaurants in all priceabsent from the menu. Specialty restaurants in all price
brackets serving South Indian food are springing up allbrackets serving South Indian food are springing up all
over the country. over the country.
There are endless varieties of dosas, plain, butterThere are endless varieties of dosas, plain, butter
masala, Mysore masala, rava dosa, rava masala dosa,masala, Mysore masala, rava dosa, rava masala dosa,
and some specials. The dosa is a fantastic dishand some specials. The dosa is a fantastic dish
originating from South India, which is made of a batteroriginating from South India, which is made of a batter
of rice and pulse. It is crisp, thin, and roasted with someof rice and pulse. It is crisp, thin, and roasted with some
fresh butter. When it is stuffed with potatoes, it is calledfresh butter. When it is stuffed with potatoes, it is called
masala dosa. It is served with a spicy dish calledmasala dosa. It is served with a spicy dish called
sambhar. In most places in Chennai, the sambhar is asambhar. In most places in Chennai, the sambhar is a
little too spicy, and in some places, it is simply plain withlittle too spicy, and in some places, it is simply plain with
lesser proportion of masala or spices. Another item islesser proportion of masala or spices. Another item is
the idli, which is steamed. Uttapam is another dish,the idli, which is steamed. Uttapam is another dish,
which has many varieties.which has many varieties.
BengalBengal 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 isjoints in paaras (neighborhoods) to swank five-stars, it is
a multi-course voyage-an adventure in the realm ofa multi-course voyage-an adventure in the realm of
taste and authenticity. Bengali food is not easilytaste and authenticity. Bengali food is not easily
available elsewhere in the country. Bengalis eatavailable elsewhere in the country. Bengalis eat
everything with their fingers. They believe that nothingeverything with their fingers. They believe that nothing
is better than one's own sensitive fingers to pick out theis better than one's own sensitive fingers to pick out the
bones of fish like Hilsa or Kol. A basic Bengali mealbones of fish like Hilsa or Kol. A basic Bengali meal
consists of rice, pulses, vegetables and fish. Whetherconsists of rice, pulses, vegetables and fish. Whether
there are five dishes or fifty, the most important part ofthere are five dishes or fifty, the most important part of
eating Bengali food is eating each dish separately with aeating Bengali food is eating each dish separately with a
little bit of rice. The meal is very interesting as the bitterlittle bit of rice. The meal is very interesting as the bitter
vegetables are eaten first. Then comes dal (lentil)vegetables are eaten first. Then comes dal (lentil)
accompanied by fritters of fish and vegetables. After thisaccompanied by fritters of fish and vegetables. After this
comes vegetable curry and it is followed by fish curry orcomes vegetable curry and it is followed by fish curry or
macher jhol (a thin stew) and other fish preparations.macher jhol (a thin stew) and other fish preparations.
Meat always follows fish and, after meat, chutneyMeat always follows fish and, after meat, chutney
provides the refreshing touch of tartness to make theprovides the refreshing touch of tartness to make the
tongue anticipate the sweet dish. At the end, paantongue anticipate the sweet dish. At the end, paan
(betel leaf) is served, which acts as a mouth freshener(betel leaf) is served, which acts as a mouth freshener
and aids digestion. Among the local fast food, one is theand aids digestion. Among the local fast food, one is the
jhaalmudi and the other is puchkaa (golgoppas outsidejhaalmudi and the other is puchkaa (golgoppas outside
Bengal). Jhaalmudi consists of puffed rice (mudi) spicedBengal). Jhaalmudi consists of puffed rice (mudi) spiced
with lemon and coriander and mixed with peanuts andwith lemon and coriander and mixed with peanuts and
chopped onions.chopped onions.
BUKHARA
FACT FILEFACT FILE
Cuisine:Cuisine:
NORTH WEST FRONTIER
Covers:Covers:
104+26 PDR (TOTAL-130)104+26 PDR (TOTAL-130)
Timings:Timings:
LUNCH -1230 TO 1445 HRS
DINNERDINNER- 1900 TO 2345 HRS- 1900 TO 2345 HRS
Location: Location:
LOBBY LEVELLOBBY LEVEL
TEL.EXTN:TEL.EXTN:
1972/29511972/2951
ABOUT BUKHARA 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 AWARDS
BukharaBukhara at at ITC ITC
Maurya inMaurya in New New
Delhi hasDelhi has been been
declareddeclared the the
Best IndianBest Indian
Restaurant in the worldRestaurant in the world by by 'The Restaurant 'The Restaurant
Magazine',Magazine', UK. It has also been voted the UK. It has also been voted the Best Best
Restaurant in AsiaRestaurant 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 Best 50 Best
Restaurants in the WorldRestaurants in the World for five years since for five years since
2002.2002.
BEST RESTAURANTS OF INDIA BEST RESTAURANTS OF INDIA
BUKHARA IN WGMSH&T’S IS THE BEST KNOWN BUKHARA IN WGMSH&T’S IS THE BEST KNOWN
SPECIALITY RESTAURANT OFTEN ACKNOWLEDGED AS SPECIALITY RESTAURANT OFTEN ACKNOWLEDGED AS
THE BEST RESTAURANT OF INDIA, BESIDES BEING A THE BEST RESTAURANT OF INDIA, BESIDES BEING A
WORLD RENOWNED BRAND. BUKHARA WITH ITS ROUGHWORLD RENOWNED BRAND. BUKHARA WITH ITS ROUGH
INTERIORSAND NORTH WEST FRONTIER CUSINE IS INTERIORSAND NORTH WEST FRONTIER CUSINE IS
VISITED BY THE BRASS OF THE WORLD COMMUNITY VISITED BY THE BRASS OF THE WORLD COMMUNITY
ALL OVER.NO VISITS IN DELHI COMPLETES WITHOUT A ALL OVER.NO VISITS IN DELHI COMPLETES WITHOUT A
VISIT TO BUKHARA. A FEW OF OUR HONOURABLE VISIT TO BUKHARA. A FEW OF OUR HONOURABLE
GUESTS INCLUDE MR BILL CLINTON AND TONY BLAIR.GUESTS INCLUDE MR BILL CLINTON AND TONY BLAIR.
A UNIQUE CONCEPT, SOPHISTICATED AND ETHINIC A UNIQUE CONCEPT, SOPHISTICATED AND ETHINIC
TOGETHER WHERE KITCHEN IS THE PART OF THE TOGETHER WHERE KITCHEN IS THE PART OF THE
RESTAURANT .THE VIEW OF THE BUSY KITCHEN CHEFS RESTAURANT .THE VIEW OF THE BUSY KITCHEN CHEFS
ADDS TO THE TO THE WARMTH OF THE ADDS TO THE TO THE WARMTH OF THE
RESTAURANT.THE TIME IN WHICH THE FOOD IS RESTAURANT.THE TIME IN WHICH THE FOOD IS
PREPARED AND IS SERVED PROVES THE EFFICIENCY PREPARED AND IS SERVED PROVES THE EFFICIENCY
AMONG THE RESTAURANTS.SINCE IT HAS ONLY I30 AMONG THE RESTAURANTS.SINCE IT HAS ONLY I30
COVERS “THE BUKHARA PROMENADE” WAS MADE TO COVERS “THE BUKHARA PROMENADE” WAS MADE TO
ACCOMMODATE MORE GUESTS WITH AN ENTRY ONLY ACCOMMODATE MORE GUESTS WITH AN ENTRY ONLY
FOR 7 YEARS AND ABOVE.THE FOOD IS COOKED IN CLAYFOR 7 YEARS AND ABOVE.THE FOOD IS COOKED IN CLAY
TANDOORS IN THE TRADITIONALNORTH WEST TANDOORS IN THE TRADITIONALNORTH WEST
FRONTIERS REGION.FRONTIERS REGION.
OPEN FOR LUNCH 1230 TO 1445, DINNER 1900 TO 2345.OPEN FOR LUNCH 1230 TO 1445, DINNER 1900 TO 2345.
“IT IS REALLYTHE BEST IN TOWN ABOVE ALL “IT IS REALLYTHE BEST IN TOWN ABOVE ALL
COMPARISON!!”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
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 :
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 STANDARD TABLE SIZES
As per existing service designs given below are As per existing service designs given below are
the standard Table Sizes.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"
: 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
-Stacking the side board/ dummy waiter-Stacking the side board/ dummy waiter
Adequate stocks of operational ware like Adequate stocks of operational ware like
cutlery, crockery and glassware before every cutlery, crockery and glassware before every
meal periodmeal period
Sauces and condiments (accompaniments) Sauces and condiments (accompaniments)
refilled and freshrefilled 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 that Positioning orders/ clearances etc in a way that
ensures, trays are well-balanced and safe to ensures, trays are well-balanced and safe to
carrycarry
-Reservation/ Table booking-Reservation/ Table booking
All the vital information to be solicited and All the vital information to be solicited and
noted downnoted down
Telephone etiquette and mannersTelephone etiquette and manners
-Receiving guest(s)-Receiving guest(s)
Make eye contact and offer pleasantries with a Make eye contact and offer pleasantries with a
smilesmile
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 hand side of the guest
Appropriate phrase while presenting- “Our Appropriate phrase while presenting- “Our
beverage/ food selection, sir” beverage/ food selection, sir”
-Beverage Order taking-Beverage Order taking
Ask for specifications/ Preferences of the guest Ask 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 beverage Setup of beverages on salver or beverage
roundround
Service from trays on the table with right Service from trays on the table with right
positioning and elegancepositioning 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 etcfreshlime etc
Knowledge of garnish and accessoriesKnowledge of garnish and accessories
Check at appropriate time regarding repeat of Check at appropriate time regarding repeat of
beveragesbeverages
-Wine order taking and service-Wine order taking and service
Sound knowledge about all the aspects of the Sound knowledge about all the aspects of the
wine like variety, region, grapes used, vintage, wine like variety, region, grapes used, vintage,
price etcprice etc
Techniques involved in presenting and serving Techniques involved in presenting and serving
wine wine
Matching the wine with guests food order or Matching the wine with guests food order or
choicechoice
-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 etcspecial instructions, guest preferences etc
-Service of food-Service of food
Sequence and techniques involvedSequence and techniques involved
Correctly serve the right order to the right Correctly serve the right order to the right
personperson
Ensure that proper accompaniments are placed Ensure that proper accompaniments are placed
on the tableon the table
Clearance of the table after each courseClearance of the table after each course
Crumbing techniquesCrumbing techniques
-Service of hot beverages-Service of hot beverages
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 requestedas 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 inconvenience Apologize to the guest for inconvenience
causedcaused
-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 alcoholic Maintaining right inventories of alcoholic
beveragesbeverages
--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 and Thorough knowledge of equipment and
serviceware, their usage and maintenance serviceware, their usage and maintenance
Maintaining high levels of personal grooming Maintaining high levels of personal grooming
and hygieneand hygiene
Good interpersonal skills ensuring guest Good interpersonal skills ensuring guest
interaction at all levelsinteraction at all levels
Attentive position and anticipation of guest Attentive position and anticipation of guest
needsneeds
Clear focus and eye for detailClear focus and eye for detail
Correct usage and handling of linenCorrect usage and handling of linen
SERVICE OF BEVERAGESSERVICE 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 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
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 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.
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 FACT SHEET
Address Address :: The Imperial The Imperial
Janpath Janpath
New Delhi 110001New Delhi 110001
India India
Telephone Telephone :: 91-11-2334123491-11-23341234
Facsimile Facsimile :: 91-11-2334225591-11-23342255
E – Mail E – Mail ::
Luxury@theimperialindia.comLuxury@theimperialindia.com
Website Website ::
www.theimperialindia.comwww.theimperialindia.com
Our GDS CODESOur GDS CODES :: Amadeus Amadeus PHPH DELHIDELHI
Galileo Galileo PH24536PH24536Sabre Sabre
PH50047PH50047World spanWorld span PHPH
DELHIDELHI
Architects/ Deisigners Architects/ Deisigners
D.J. Broomfield ( architect of the originalD.J. Broomfield ( architect of the original
structure).structure).
Renovation and restoration of guestRenovation and restoration of guest
rooms, Lobby , 1911 restaurant by Chandurooms, Lobby , 1911 restaurant by Chandu
Chhada- The Hong Kong based interiorChhada- The Hong Kong based interior
designer.designer.
The spice Route restaurant has beenThe spice Route restaurant has been
designed by Rajeev Sethi – India’s culturaldesigned by Rajeev Sethi – India’s cultural
czarczar..
FACILITIES AT A GLANCEFACILITIES AT A GLANCE
Residential
231 rooms – 188 rooms and 43 suites231 rooms – 188 rooms and 43 suites
Food & Beverage
Restaurants – 1911, 1911 Brasserie, SanRestaurants – 1911, 1911 Brasserie, San
Gimignano, The Spice Route, Daniell’sGimignano, The Spice Route, Daniell’s
Tavern, the Atrium, Patisserie – La BaguetteTavern, the Atrium, Patisserie – La Baguette
Bars
Patiala Peg, 1911 BarPatiala Peg, 1911 Bar
Leisure & Entertainment
Shopping precinct including India’s firstShopping precinct including India’s first
and only and only Chanel storeChanel store. .
Fitness Centre, Swimming Pool, BeautyFitness Centre, Swimming Pool, Beauty
Salon and Barber Shop, LiveSalon and Barber Shop, Live
entertainment at Daniell’s Tavern, Artentertainment at Daniell’s Tavern, Art
Galleries.Galleries.
Museums, Historical monuments andMuseums, Historical monuments and
Shopping (nearby).Shopping (nearby).
Meetings, conventions & Events
Royal Ballroom, Emily Eden Room, HodgesRoyal Ballroom, Emily Eden Room, Hodges
Room, a private meeting room for 6 personsRoom, a private meeting room for 6 persons
on request, The Imperial Lawns.on request, The Imperial Lawns.
Gardens & Courtyards
Three acres of lush greens, Royal palms, aThree acres of lush greens, Royal palms, a
remarkable number of species of trees,remarkable number of species of trees,
palms, ferns, flowering plants and shrubspalms, 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.
ROUGHItalian specialty restaurant
1830 hrs to 0030 hrs
located at lobby level.
RESTAURANT MANAGERRESTAURANT 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 staffby the staff
ASSISTANT MANAGERASSISTANT MANAGER
He helps the restaurant manager in his work operations and does have He helps the restaurant manager in his work operations and does have
the authority to take decisions in the absence of the restaurant manager…the authority to take decisions in the absence of the restaurant manager…
CAPTAINCAPTAIN
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
Responsible for the maintenance of hygiene standards at the restaurantResponsible for the maintenance of hygiene standards at the restaurant
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
STEWARDSTEWARD
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 areadish 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 foodcopy 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 MAINTAINEDRECORD AND REGISTERS MAINTAINED
LOGBOOKLOGBOOK …… 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 thelink between the two consecutive shifts. On the right side the
employee’s present for a particular shift is mentioned on the left handemployee’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.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…Food & Beverage sales figure are also mentioned in it for a shift…
SALES SUMMARY SHEETSALES 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 separatethe forecast sales and actual sales is maintained. It has got separate
columns for food, beverage, total sales, no. of covers sold andcolumns for food, beverage, total sales, no. of covers sold and
suggestions. It is signed by the F & B director everyday…suggestions. It is signed by the F & B director everyday…
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 islinen exchange of the outlet. In the everyday shift, the soiled linen is
sorted, counted and made into bundles of 10 to facilitate quick linensorted, counted and made into bundles of 10 to facilitate quick linen
exchange and its entry is made in this book…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…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 storesacquire things like pencil, pen, crayon envelopes, etc. from the stores
special children menu is also acquired through this book…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…sugar etc are obtained through this book…
INTER DEPARTMENTAL TRANSFER BOOKINTER 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. departments, when the sources are closed.
Oh cacutta:-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 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 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.
What brings you to the “High -class speciality restaurant”?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.
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.
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.
. Have you come across any special offers given by these“ High -class Speciality restaurant”?. 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”.
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 - 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.
Finally a personally administered questionnaire
survey was conducted.
Based on which findings have been presented.
BIBLIOGRAPHYBIBLIOGRAPHY
INTERNET INTERNET
www.fhrai.comwww.fhrai.com
www.hotelinteractive.comwww.hotelinteractive.com
www.thomsonlearning.co.ukwww.thomsonlearning.co.uk
www.hcima.comwww.hcima.com
www.ehotelier.comwww.ehotelier.com
www.hotelier&caterer.comwww.hotelier&caterer.com
www.fooddude.comwww.fooddude.com
www.biz.yahoo.comwww.biz.yahoo.com
www.restaurant.orgwww.restaurant.org
www.hotel-online.comwww.hotel-online.com
www.cio.comwww.cio.com
www.entrepreneur.comwww.entrepreneur.com
www.mckinseyquarterly.comwww.mckinseyquarterly.com
HOTEL HOTEL
The Imperial, New Delhi The Imperial, New Delhi
The Taj Mahal, New Delhi The Taj Mahal, New Delhi
ITC Maurya Sheraton, New Delhi ITC Maurya Sheraton, New Delhi
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