Hotei and Catering Services Final

8/7/2019 Hotei and Catering Services Final

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HOTEL AND CATERING SERVICES

INTRODUCTION

The concept of hotel originated in the 6th century B.C. in the form of Inns. These were run

by couples and provided sleeping arrangements in big rooms, similar to dormitories in the youth

hostel

Hence the hotel industry has its roots in the past in almost every country. The Bible makes

references to people staying in Inns. These inns provided the traveler place for food and rest.

Hotels as is known today emerged in Switzerland and were patronized by the aristocracy.

Significant development in the transport facilities, innovation and inventions in the field of

paved the way for the development of hotel and motels on an organized basis. The officials on

deputation, the business people on trade promotion mission, the foreign representatives on

different missions, the domestic or foreign tourist interested in visiting a place for pleasure or

gaining knowledge cant perform or enjoy it if hotels are not developed. Restaurants, cafeterias

and hotels offer food services and lodging facilities to the customers. Modern hotels provide

refined services to their customers offen treated as respected guests. The significance of


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management practices in the hotel industry has raised because the business principle that the

customer is always right is accepted and practice in totality.

The traditional concept of hotel management has changed due to the inclusion of modern

sophisticated domestic facilities like air-conditioning, four channel music, cold drinks, fridge,

T.V. sets, telephone, luxurious beds, round the clock room servicing, coffee shop, swimmingpool, health club, shopping arcade etc.

Since hotel industry thrives on customer services and satisfaction, the marketing practices

become significant to raise the effectiveness of managerial decisions.

DEFINATIONS

(1) Webster defines a hotel as a building of institution providing lodging, meals and service for

the people.

(2)The British Catering/Wage Act, 1943 describe a hotel as a licensed residentialestablishment and licensed wage board covered workers employed in licensed hotels with four

or five more getting bed rooms on accommodation for eight or more person.


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CHARACTERISTICS OF HOTEL INDUSTRY

Like any other services Hotel services have certain unique characteristics. Some of these

characteristics are:

(1)High initial investment: Generally big hotels require. Investment by the owners for

construction of building and other infrastructure facilities. Generally the gestation period for

return on investment is longer.

(2)Immovability: Manufactured products and services are movable from the place of production

to the place of consumption, whereas a hotel is immovable. However there are certain services

that can be produced and consumed at the same place.

(3)Competition: The nature of competition for hotels is different. Hotels face competition notonly from other hotels, but also with product and services of other industries. This competitive

environment affects the marketing decisions in the industry.

(4)Supporting service: In order to transform potential customers to actual users new and refined

services are offered by hotel industry. In addition to lodging and boarding facilities, sophisticated

communication facilities, shopping arcades and health clubs play an important role in projecting

a positive image of Hotel.

(5)Perishability: In Hotel Industry the time element plays an important role. If a room is not

occupied for a day means it is lost revenue for that day. Due to this perishability factor, no Hotel

can hold inventory of its services. High investments in hotels make this factor very important and

critical.

(6)Customers and Guest: In the hotel the customers are referred as guest and they are provided

accommodation, food and services in return for a fee.


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CLASSIFICATION OF HOTELS

(A)On the basis of nature:

1) Residential Hotel.

2) Commercial Hotel.

3) Resort Hotel.

4) International Hotel.

5) Floting Hotel.

(1)Residential Hotel:

Often they are called department hotels. They charge rent on monthly, half yearly or yearly

basis. The accommodation may be furnished or un-furnished. These hotels are generally found in

big cities where no meals are served to guests. Initially the residential hotels were developed in

U.S.A. We find the development of residential hotels in the western countries.

(2)Commercial Hotels:

These types of hotels are meant for the people who visit a place for business purpose and hence

they are found located at the commercial and industrial centers. They focus their attention to

individual travel and are generally run by owner. A number of commercial hotels receive the

guest who is on business tour


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(3)Resort Hotels:

These types of hotels are meant for the holiday makers, tourists and for those who need a change

in atmosphere mainly on health grounds. They are generally located at sea, mountain and other

areas having a natural beauty and healthy atmosphere. Entertainment and recreation facilities like

tennis courts, swimming pool, boating, self riding, in addition to restaurant and cafeterias etc.There are different types of resorts like summer resort, winter resort and hill resort.

(4)International Hotel:

These are modern luxurious hotels, classified on the basis of international guidelines. These

hotels are based on various star categories e.g. five star, four star, three star, two star and one

star. The international hotels are mostly owned by public companies where management

consisting of board of directors is constituted for its own control. The overall management of the

hotel is in the hands of a General Manager. Conference and conventional facilities are made

available for interested persons.


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(5)Floating Hotel:

These hotels are located on water surface. Places like sea, lakes or river are considered sutiable

for floating hotels. They provide all facilities and services made available in a good hotel. In

India, the house boat are found in Kashmir are supposed to be floating hotels

(B)Classification on the basis of Standards and Control:

(1) Approved hotel.

(2) Unapproved hotel.

(1) Approved hotel: These are of international Standards where the accommodation are

available as per certain criteria laid down by Department of Tourism. The approved hotels are

officially recognized and hence are reliable.

(2) Unapproved hotel: On the other hand, un-approved hotels are not officially recognized.This

does not mean that un-approved hotels do not maintain international standards. Even foreign

tourist stay in un-approved hotels. The domestic or foreign tourists who are on official visits

whose expenses are borne by the government, middle and low income group people bearing

expenses on their own account prefer unapproved hotels.

(C) Classification on the basis of Star:

The department of Tourism has classified hotels under the star system into various

categories from one to five-star deluxe and heritage hotels. The Department also classifies thesehotels after every three years to see that the requisite standards are maintained by them.


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MARKET SEGMENTATION IN HOTEL INDUSTRY

Segmentation means dividing or grouping the individual prospects in such away that their

responses to marketing inputs is similar. In hospitality business people are the core of the

services. Market compromise of those buyers whose needs and wants are different. Their

purchasing power also vary.

Market can be classified into the following segments:

1) Business segment.

2) Pleasure segment.

3) Demographic segment.

4) Social segment.

5) Buying stage segment.

6) Benefits sought segment.

7) Geographic segment, and8) Frequency segment and users segment.

(1) Business segment:

People like corporate professionals, traders and businessmen who travel on business purposes

constitute the segment. Each category of business travel on business traveler may want different

types of food and accommodation depending on their Income, lifestyle and status.

Many hotels provide conference rooms, Internal facilities, fax facilities in order to carter to the

needs of the business people.

(2) Pleasure segment:

Due to increased income and improved standard of living, people from different walks of life

spend considerable time and money on leisure and entertainment. People who tour historical

places, play sports or visits someone fall in this segment.

(3) Demographic market segments:

Demographic segmentation is based on income, occupation, education, age gender etc. , different

age groups have their own needs and different requirements of hospitality. Income and

occupation also influence the choice. For example the corporate business professionals generally

prefer higher standard of facilities than self employed businessmen.

(4) Social class segments:

It refers to different Income groups. Demographic and psychographic segmentations are the most

common means of dividing market by social distinctions.


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(5) Buying stages segments:

Based on the stages involved in the buying process, customers in the hotel industry can be

segmented into distinct groups. Holidays and trips are considered as purchases. There are various

stages of readiness to purchase right from being interested and then to being ready to buying,

before they actually become customers.

In this case each stage is a market segment and the transition from each stage must be handled

smoothly, without losing any of the potential customers.

(6)Benefits sought segments:

Since the customers varying in their needs and requirements they can be classified according to

the benefits they seek. People seek particular benefits such as location, type of meals,

accommodation etc.

(7)Geographic segments:

There are a number of customers for hotel industry who are scattered in different geographiclocations. Usually hotels come up in the places of demand. , for example in Goa hotels are better

placed and provide good facilities.

(8)Frequency segments:

Travellers are classified according to the frequency of travel, such as light, medium and heavy

users. The heavy users segments are targeted by both hotels and restaurant and that they are offer

discount and special privileges in order to attract them.


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MARKETINGMIX IN THE HOTEL INDUSTRY

A modern hotel is established, manned by trained personnel from hotel schools, an

institution of commercial hospitality and a building or an institution where the guest expect

refined behavior, excellent services and personnel attention.

In order to market a hotel product the combination of different sub-mixes is very important.

The combination of core and peripheral services, the creative promotional decision, the pricing

strategy that will enable the hotel to maintain the commercial viability, the place and the people

are the important decision making areas in the formation of sound mix for hotel industry.

THE PRODUCT

The success of any hotel depends on the quality of services it offers. The expectations of

the customers have undergone a tremendous change in recent times. The scientific and

technological advancements, inventions and innovations in the areas of communication, andgrowing commercialization are some of the factors that make it necessary the development of the

hotel products in a planned and scientific manner.

There are other factors also like culture, fashion and regional considerations which play a

very important role in the formulation of the production line. The experience that the customers

acquire about the hotel product will finally determine the future relationship and patronage

between and the hotel. Modern hotels are trying to satisfy the customers in many different ways.

The needs and requirements of the users of the hotel services are varied. The necessitates

designing of a suitable product mix. The services to be offered make convenient the stay of pur

guests. While formulating the product-mix it is essential to assign due weight age to the changing

needs and requirements and habits of the users.

Customer oriented services and personal touch in service in order to make the product saleable,

we require formulating a package to suit the specific target.


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PRODUCTMIX CORE AND PERIPHERAL SERVICES

1.Reception Welcome, Enquiry & Sign Post.

2. Boarding Restaurant, Cafeterias & Catering

3. Lodging Bed, Rooms, Water, Light, Sanitation, Ventilation View

4.Entertainment T.V., Radio, Music, Cultural Shows & Dance.5. Personal Care Gym, Jogging, Saloons & Beauty Parlors.

6. Shopping Shopping Arcade, Exhibition And Fairs.

7. Transport & Communication Car Rental, News Papers, Magazines, Telephone.

8. Medical First Aid And Ambulance.

This requires a microscopic study of needs and behavior of consumers or hotel users. While

formulating the product mix, it is necessary that catering management, restaurant and cafeteria

management are given due weightage. The boarding services are the important wing of the hotel

product so trained personnel having expertise in this field should be appointed.

While formulating the product mix the hotel organization should take interest in initiating

qualitative cum quantitative improvement so that the users feel that their expectations are

fulfilled.

PRICING DECISIONS

Price is an important component in the marketing of hotel services. With different

markets, there are many opportunities for many contenders to position themselves according to

price. The success of any hotel depends on the balance between the price and the value, the hotel

industry is very sensitive to economic conditions and also very highly competitive. Therefore, therelationship between price and occupancy has to be appropriately tuned.

The pricing decisions in the hotel industry are influenced by a number of factors. The

magnitude of competition is the most important element in governing the pricing decision. If the

intensity of eh competition moves upward, the hotel tariff may not be increased.

The construction of a beautiful hotel building, development of shopping arcade,

maintenance of premises, strengthening of beautification programme, mounting administrative

cost to handsome salaries paid to hotel staff, increasing vacancy ratio or contracting occupancy

ratio are some of the important factors found sensitive while fixing the hotel tariff.

The customers psychology and behavioral should be considered while fixing the price.

Some customers are very sensitive to prices, while there are other categories of customers who

are willing to pay for the quality, though the price remains an important factor. The premium

segment of customers is not very particular about the prices charged but instead he observes

minutely the quality of services offered.


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PROMOTIONALMIX

The promotional strategies are required to be innovative and creative so that the hotel

marketers find it convenient to increase the occupancy ratio. The reception office should

maintain a file of furnishing cares giving additional information on each room like location size,

dcor, facilities, etc.

Besides this the travel agent s also help in promoting the hotel business. They arrange for

the tourists hotels, motels, resort accommodation, meals, car rentals, sightseeing transfer of

passengers and luggage between terminals and hotels. The travel agent, tourist guides or pandas

or religious guides are found successful in raising the occupancy ratio of a hotel so the hotel

marketer should have contact with all persons even outside the hotel who directly or indirectly is

found helpful in raising the hotel business.

Advertising plays an important role in promoting the hotel business. Sensitive slogans have

more creativity. Suitable vehicles for travelling of advertisement slogans should be selected sothat the messages are transmitted to eh right person in the right time.

The important or sensitive points where the potential users of hotel services are expected are

railway stations, airports, central place of the city, bus or taxi stands, office of the travel agents,

tourism department etc.

The luxury hotels advertise their business even through costly medias like T.V., multinational

publications, leading national and international newspaper.

PEOPLE

The best food served cant satisfy the guest if the catering staff lacks behavioral

management. The receptionist, the bell boy, the doorman and the house keeping staff are required

to show a sense or co-operation. The reception office gives the first and the last impression to the

guests. The first impression attempts to influence the attitude of a guest towards the services or

facilities offered by the hotel.

The receptionist should be enthusiastic towards the job, respectful towards the gusts, tactful

to normalize the difficult situation and loyal to the management. As a salesman he is expected to

sell high. A good hotel sells not only accommodation and services but also hospitality.

Among the back offices staff, the services rendered by a room in change are important.

He is directly responsible for making available the required facilities in a decent ways to guests.

Facilities like ventilation, light, water, sanitation, and entertainment should be made available in a

descent way.

The task of creating and stimulating demand could be simplified if the attitude intention and

the desire of the customer are studied well and brought into practice.


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The positive change in the users attitudes paves the way for transforming the potential users

into actual users.

PLACE

The choice of location is the most important business decision specially for small touristsattraction, guests houses and proprietor-owned restaurants. A well located small business can

often be sure of an adequate flow of customers to its catchment area. In this case the consumer

comes directly to the producer and the distribution channel is found less significant.

The selection of the tour operates and travel agents are an important decision making for

hotels companies. If they are well with the officers of the travel agents and tour operates, the

occupancy ratio can be increased.


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OBEROI TRIDIENT

INTRODUCTION

The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in five countries underthe luxury Oberoi and five-star Trident brands. The Group is also engaged in flight catering,airport restaurants, travel and tour services, car rentals, project management and corporate aircharters.

Oberoi Hotels & Resorts is synonymous the world over with providing the right blend of service,luxury and quiet efficiency. Internationally acclaimed for all-round excellence and unparalleledlevels of service, Oberoi hotels and resorts have received innumerable awards and accolades.

A distinctive feature of The Groups hotels is their highly motivated and well trained staff whoprovide exceptionally attentive, personalised and warm service. The Groups new luxury hotels

have established a reputation for redefining the paradigm of luxury and excellence in serviceamongst leisure hotels around the world.

Trident hotels are five-star hotels that have established a reputation for excellence and areacknowledged for offering quality and value. These hotels combine state of the art facilities withdependable service in a caring environment, presenting the ideal choice for business and leisuretravellers. At present there are nine Trident hotels in India. These are located in Mumbai atBandra Kurla and Nariman Point, Gurgaon (Delhi National Capital Region), Chennai,


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Bhubaneshwar, Cochin, Agra, Jaipur and Udaipur. The Oberoi Group also operates a Tridenthotel in the Saudi Arabian city of Jeddah.

The last decade has witnessed the debut of new luxury Oberoi leisure hotels in India and abroad.In India, these hotels include The Oberoi Rajvilas, Jaipur; The Oberoi Amarvilas, Agra;Wildflower Hall, Shimla in the Himalayas; The Oberoi Vanyavilas, Ranthambhore; The OberoiCecil, Shimla and The Oberoi Udaivilas, Udaipur. Overseas, the new hotels include The Oberoi,Lombok in Indonesia, The Oberoi, Mauritius and The Oberoi, Sahl Hasheesh in Egypt. TheOberoi Zahra, Luxury Nile Cruiser, Egypt was launched in 2007.

The Groups commitment to excellence, attention to detail and personalised service has ensureda loyal list of guests and accolades in the worldwide hospitality industry.

Recognising the importance of quality training in hospitality management, The Oberoi Groupestablished The Oberoi Centre ofLearning and Development in New Delhi in 1966. Today, thisinstitution is considered amongst the best in Asia with approximately 100 students graduatingeach year.

The Oberoi Group is committed to employing the best environmental and ecological practices intechnology, equipment and operational processes. The Group also supports philanthropicactivities that range from education to assistance for the mentally and physically challenged. TheGroup is also a keen contributor to the conservation of nature and of cultural heritage

LIST OF OBEROI HOTELS & RESORTS

In India:

01. The Oberoi, New Delhi

02. The Oberoi, Bangalore

03. The Oberoi Grand, Kolkata

04. The Oberoi, Mumbai

05. The Oberoi Amarvilas, Agra

06. The Oberoi Rajvilas, Jaipur

07. The Oberoi Udaivilas, Udaipur

08. Wildflower Hall, Shimla in the Himalayas

09. The Oberoi Cecil, Shimla

10. The Oberoi, Motor Vessel Vrinda, Backwater Cruiser, Kerala


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In Indonesia:

01. The Oberoi, Bali

02. The Oberoi, LombokInMauritius:

The Oberoi, MauritiusIn Egypt:

01. Mena House Oberoi, Cairo

02. The Oberoi, Sahl Hasheesh, Red Sea

03. The Oberoi Zahra, Luxury Nile Cruiser

04. The Oberoi Philae, Nile Cruiser

In Saudi Arabia:

The Oberoi, Madina

Trident Hotels

In India:

01. Trident, Agra

02. Trident, Bhubaneswar

03. Trident, Chennai

04. Trident, Cochin

05. Trident, Gurgaon

06. Trident, Jaipur

07.Trident, Bandra Kurla, Mumbai

08. Trident, Nariman Point, Mumbai

09. Trident, Udaipur


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In Saudi Arabia:

Trident, Jeddah, Saudi Arabia

Other Group Hotels In India

01. Clarkes Hotel, Shimla

02. Maidens Hotel, Delhi

OBEROI HOTEL,MUMBAI OVERVIEW (5 Star Deluxe)

The Oberoi is a five star deluxe hotel in Mumbai one of the most distinguished hotels in the East.The hotel overlooks the ocean and is located in the heart of Mumbai's commercial and banking

districts. The city's main shopping centre is only a short distance away.

The Oberoi Trident is a complex of two hotels at Nariman Point in Mumbai known as TheOberoi and Trident, Nariman Point. They are both owned and managed by the Oberoi Hotels& Resorts. The two hotels are separate buildings, but are connected by a passage.

The hotels were initially known as Oberoi Towers/Oberoi Sheraton. The hotel was named as theHilton Towers during the marketing alliance between Hilton Hotels Corporation and the Oberoi


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Hotels & Resorts which lasted from 2004 until April 2008. In April 2008, the hotel was againrenamed to Trident Towers.Mumbai

The Oberoi, Mumbai is situated in the heart of the citys business, financial and entertainmentdistricts. Located on Marine Drive and minutes away from the many tourist attractions, the

luxury hotel overlooks the ocean and Mumbai citys skyline.

The meticulously appointed rooms offer panoramic views of the ocean and the city, and areequipped with the latest technology. A variety of exclusive dining options cater to the refinedpalates of every discerning guest.

Recreational facilities include an outdoor heated swimming pool, a 24-hour fitness centre andThe Oberoi Spa and Salon. To provide a truly bespoke experience, the hotel offers each guest apersonal butler service. Our Concierge will help you unravel everything the city has to offer, forbusiness or leisure.

OBEROI HOTEL, MUMBAI FACILITIES

The hotel has special restaurants to suit every guest's taste and preference in food. The hotel hasa fully-equipped health club and 2 outdoor pools with view of the Queens Necklace and theArabian Sea. For meeting and conferences, the hotel offers a 24-hour business center with 9meeting rooms equipped with state-of-the-art business facilities such as laptop, fax and photocopying machines and internet access. Other hotel services and facilities include anunderground car park, valet service, iron service and children's programme


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Category 5 Star Deluxe

Address Nariman Point Mumbai - 40 021

Access 35 Km from Airport, 3kmfromRaiulway Station

Location Nariman point/marine drive. Heart of financial district

Rooms 337. Double 315, Suites 22

Restaurant 3 (Cuisine - Multi cuisine, Indian, European)

Services/FacilitiesBar, Room service, H/C running water, Telephone, fax, T.V, safe

deposit, Channel music, Tea/coffee maker, Business Centre,

Banquet & conference facilities, Beauty Parlor, Shopping Arcade,Health club, Swimming pool, Doctor on call, Laundry, Money

Changer, Banking, safe deposit, Baby sitting, Valet, Travel desk

service. All major credit cards accepted, Revitalising Body

therapies, Massage Therapie, skin and Nail Care, Ayurvedic

therapies, Meetings at The Oberoi


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Group Oberoi Group of Hotels

The Oberoi Hotel in Mumbai lets you enjoy the wondrous view of the Arabian Sea and sip onyou favourite malt whiskeys, cocktails, after dinner liqueurs while enjoying music. The hotelalso serves wide variety of Indian and continental dishes at the speciality restaurants. Thetandoori restaurant and the Mediterranean restaurant offer other great food options at the OberoiHotel. For the business centred guests there are boardrooms, meeting rooms with modernfacilities that make your stay in Mumbai smooth and successful

LocationNariman Point

Mumbai

Management Trident Hotels

Owner Trident Hotels

No. of rooms 541

Number of suites 107

No. of restaurants 4

Website Trident Mumbai


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ROOMS& SUITES

Presidential Suites

Premier Suites

Deluxe Suites


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Oberoi Executive Suites

Oberoi Executive Suite Ocean View


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Premier Ocean View Rooms

Luxury Rooms

Deluxe Rooms

Room Amenities

The Oberoi Hotel in Mumbai lets you enjoy the wondrous view of the Arabian Sea and sip on

you favourite malt whiskeys, cocktails, after dinner liqueurs while enjoying music. The hotel

also serves wide variety of Indian and continental dishes at the speciality restaurants. The

tandoori restaurant and the Mediterranean restaurant offer other great food options at the Oberoi

Hotel. For the business centred guests there are boardrooms, meeting rooms with modern

facilities that make your stay in Mumbai smooth and successful.


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ATTACKS IN OBEROI

"We were affected severely," said P.R.S. Oberoi, chairman of the parent company, the Oberoi

Group, and the son of its founder. "Lehman Brothers was in September, and we had started

feeling some of the effect maybe a little before that. Then the attacks happened and Bombay

emptied out."

In an interview hotel, Oberoi said occupancy rates at the Trident, the company's business hotel

next door, which did not suffer extensive damage, were back to levels that prevailed before theattack. But he noted that the supply of hotel rooms in Mumbai's prime business district had

shrunk significantly because the Oberoi and the palace wing of the Taj have been closed.

Oberoi, who himself narrowly missed being caught up in the attack on the hotel because he had

left to attend an event elsewhere, said he had feared the hotel would be unsalvageable.

But after four months of planning and 11 months of reconstruction, the innards of the hotel,

which was built in 1986, have been transformed.

A big part of the focus has been to improve security. The hotel now has 150 security cameras, up

from just 15 at the time of the attacks. It has 50 security personnel, five times the number it had

in 2008. Visitors who drive up are greeted by a big steel gate where their cars are searched. The

large windows in the lobby that overlook south Mumbai's picturesque, crescent-shaped bay are

now made from reinforced, shatterproof glass.

Still, Oberoi said that securing the hotel against every possible attack would be impossible.


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"What about suicide bombers? How do you stop them?" he said. "We check everybody,

including me."

At an age where many corporate executives spend much of their time on their golf game, Oberoi,

81, seems to have immersed himself in the details of rebuilding his flagship hotel. His staff said

that he personally inspected hundreds of marble tiles to make sure no blemished pieces made it

onto the floor, rejecting about 70 percent of the tiles the company received. Last week, during a

tour with two visitors, he kept pointing out minor defects to his staff.

Many of the changes at the Oberoi are meant to make the hotel even more opulent and luxurious

than it already was. Two big coffee tables in the lobby are topped with marble inlaid with

precious stones. Those tables, and 600 others placed in guest rooms, were made by workers who,

Oberoi executives said, are descendants of craftsmen who worked on the Taj Mahal.

Officials have made bathrooms bigger, added shower stalls and installed the TVs in front of free-standing bathtubs. Clear glass walls separate bathrooms from living rooms; a screen can be

drawn for privacy. Rooms have "butler" buttons, which will summon a hotel employee within

three minutes.

The Oberoi now has 81 suites, up from 26, because demand for suites has held up better than

standard rooms, officials said. In total, the number of rooms has declined to 287 from 330. The

price for a night's stay ranges from 25,000 rupees ($560) for the smallest room to 300,000 rupees

($6,714) for the top suites.

The Taj has been making similar changes, increasing the number of suites. In an interview latelast year, executives said one of the challenges of rebuilding their hotel was that no two rooms in

the palace wing had the same layout. So, officials decided to redo every room using five

templates.

"We are not going to just repair what is damaged and reopen the hotel," said Ajoy K. Misra, a

senior vice president for the Indian Hotels Company, which owns the Taj. "We are going to

redesign the hotel."


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OBEROI HOTEL TO REOPEN AFTER $45 MN

RECONSTRUCTION

MUMBAI: On Wednesday, the Oberoi Hotel, one of two five-star hotel complexes attacked by

10 Pakistan-based gunmen in November 2008, will welcome its first guests after a

comprehensive $45 million reconstruction.

The lobby, which had been ravaged by gunshots and grenade blasts during the three-day siege,

has been rebuilt with milky-white marble from the Greek island of Thassos. The already

luxurious guestroom baths have been upgraded to include flat-screen televisions. Dozens of

security guards watch the premises. And the Tiffin restaurant, where many guests and employees

were killed in the terrorist attack, is now called Fenix.

The rebirth of the Oberoi along with the expected return to full service of the other hotel

attacked, the Taj Mahal Palace & Tower is an important milestone for Mumbai, formerly

known as Bombay. The brazen strike, in which 163 people died, dealt India and Mumbai a

significant psychic and economic blow, and recovery has come slowly.

Like the rest of the world, India's economy slowed sharply at the end of 2008 because of the

global financial crisis. But the attacks compounded the damage here by shaking the confidence

of investors, corporate executives and consumers.

In the last nine months, however, government stimulus and strong domestic consumer demand


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have helped revive the economy. India is still some way from the heady 9 percent growth rate of

2007, but the government is projecting 8 percent growth for the 2010-11 fiscal year, up from 7.2

percent last year.

Tourism and travel are also rebounding. In the first quarter, India had 1.56 million foreign

tourists, up 13 percent from the first three months of 2009 and just shy of the 1.6 million that

showed up in the same period in 2008, according to the Tourism Ministry.

Domestic and foreign hotel companies are adding rooms at a breakneck pace. For instance, Hyatt

Hotels, the chain based in Chicago which currently has five hotels in India, plans to open 20

more properties in the country in the next four to five years.

The Oberoi, which formally reopens on Saturday, and the Taj are the last of the sites affected by

the 2008 attacks to return to something resembling normal operations. The Taj, part of which is

usable now, is expected to open guest rooms in its century-old palace wing soon, although thehotel has not provided an exact date.

Crushing as the attacks were for the rest of India, they were devastating for the two hotels

widely considered among the finest in the city and the companies that own them.

The Mumbai Oberoi, for instance, accounted for about one-fifth of the revenue of the chain

before the attacks. The earnings of East India Hotels, the publicly listed company that operates

the hotels, fell nearly 70 percent in the nine months ended in December, compared to the same

period a year earlie


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INTRODUCTION TO CATERING

Whenever people gather together for several hours, they're going to require food and beverages.At business meetings, coffee, tea, and bottled waterat the very leastare made available forattendees. Celebratory occasions such as weddings, birthday parties, bar and anniversaries callfor special food and drink to complete the festivities. These are all prime occasions for catering.

From a meal in a prestigious stadium skybox to a mobile lunch wagon on a movie set, cateringcan be bone-china elegant or paper-plate casual, but it always means serving good-quality food

and drink to many people.

Several things distinguish a catering operation from a restaurant.

Catering is usually done by prearranged contractfood and drink provided at a certain cost to aspecific number of people. The menu at a catered event is usually more limited than a restaurantmenu and is chosen in advance by the client. The way the food is prepared is different, too.Although both restaurant and catering chefs do the mise en place, or prepare the food ahead of


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time to a certain extent, catering chefs prepare their food so that it only needs brief final cooking,reheating, or assembly prior to service.

Generally speaking, all caterers fall into one of three categories. These include: (three types

of cateres

1. Party Food Caterers2. Hot Buffet Caterers3. Full Service Caterers

As you can tell from just a glance, each of the three categories is distinguished by the differentservices provided. More importantly, each of the categories is determined by the most criticalfactor in catering - the Menu. It's your menu which largely determines who you serve, when youserve and how you serve.

Also, it's the menu that guides you in the critical selection of your catering equipment. For

instance, a smashing menu exquisitely prepared and presented will be ruined if the foods losetheir desired temperature in transit from your kitchen to the site.

On the upcoming posts we'll take a much closer look at menus, how you develop them and alsoidentify the key catering equipment you'll need for success with whichever menu you decide toserve


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DIFFERENT TYPES OF CATERING SERVICES

Catering service is not limited to some dinner parties. But it involves all sorts of gathering whichrequire food and cooking such as business meetings sometimes ask for lunch breaks, familyevents where your oven can not handle the number of persons and of course at weddingsceremonies, well the answer rests in catering service.

1.ON-PREMISE - in which food is prepared, cooked and served at the same venue

2.OFF-PREMISE - where food is prepared and cooked in a workstation preferred by the catererbut served somewhere else.

3.CORPORATE CATERING.During the office hours the breakfast and lunch catering allows you to keep on going through thelengthy meetings, devoid of missing your meal.

Now the catering of different hours comes with different sorts of food, during the breakfast hoursbreakfast catering gives away fresh fruits, savory sandwiches, pastries and the like, while duringthe lunch hours lunch catering puts forward hot meals, soup, salad, few sandwiches etc. the twomajor factors in catering business are reasonable price and timely convenience.

If you want to be really economic, you can pick up the order while your way to office and cansave some tip. But they also provide delivery services with a little fee; of course napkins,utensils, condiments and disposable plates come in handy for a clean lunch.

Catering business is not just about delivering meals. It is more than that, they also provideservices for dcor in different parties, from product launching party, promotional occasions,awards to holiday parties etc. The experts can arrange the whole event the way you want it to be,


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such as how would you like to get your guests served, you want them to be received by the drumbeats or by waiters which look like the waiters of some royal family, these all things are includedin catering business. Cleaning up, food serving and kitchen staff, that is all what is required tomake an event work.

4.WEDDING RECEPTIONS

Wedding ceremonies are the specialty of catering business. Weddings usually involve hugebudgets and expenditures. But you will a lucky person if you come in contact with cateringexperts in wedding ceremonies, because the can help you arrange the most reasonable andaffordable wedding event within your budget that you will never forget. In weddings reception isthe main thing, fun and food go hand in hand. The experts can help you to plan out the mostaesthetic, mind blowing and eyes sparkling party that you cannot imagine, even if you urge foraffordable budget.

The caterer's job is not only to deliver food but the real objective of a caterer is to make you bigevent a success either by supply delicious mouth watering foods or by decorating your event. Itis general perception of people that catering is a service that only rich can enjoy, well that is notthe truth. You will find many catering service providers at economical rates which are affordableand worth paying


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5.AIRLINE CATERING

Airlines often have divisions or hire third parties to provide food for passengers.

A list of airport/airline catering services:

* LSG Sky Chefs* Cara Operations* Air Canada Catering Services* Cathay Pacific Catering Services* CLS Catering Services Limited* Servair

* Gate Gourmet* Cebu Pacific Catering Services

6.INDUSTRIAL CATERING

Industrial catering includes providing food for airline passengers, schools, prisons and otherinstitutional settings. It can include contract management of client foodservice facilities.Increasingly, businesses are also turning to catering services to arrange food and beverages athome or at their premises for luncheons, staff parties and receptions where clients or businessassociates are entertained. Unlike most other food businesses, catering can be started with asmall investment. Emphasis is on service and much of this service is performed on the client's

premises. There is no rent involved, no "slow" nights, no hostile clients waiting impatiently for atable by the window. Industrial, factory or warehouse areas are all good areas to set up yourbusiness. All you need is sufficient space to establish your store room and a small commercialkitchen - ideally between 70 and 150 square metres. Your clients will never see your officebecause you will be meeting them in their homes or places of business to plan their functions


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7.MOBILE CATERER:

This type of caterer serves food directly from a vehicle or cart that is designed for the purpose.Mobile catering is common at outdoor events (such as concerts), workplaces, and downtownbusiness districts.

8.EVENT CATERING

Event catering usually has an event caterer which serves food with waiting staff at dining tablesor sets up a self-serve buffet. The food may be prepared on site, made completely at the event, orthe caterer may choose to bring prepared food and put the finishing touches on once they arrive.The event caterer staff isn't responsible for preparing the food but often help set up the diningarea. This service is typically provided at banquets, conventions, and weddings. Any event whereall the attenders are provided with food and drinks or sometimes only hors d'oeuvres is oftencalled a catered event.

A catering company or specialist is expected to know not just food preparation, but how to makeit attractive. Many events require working with the entire theme or color scheme. Catering

companies have moved toward full-service taking charge of not only food preparation but alsodecorations, such as table settings or lighting. It's not that food is no longer a focal point, butrather that it is part of a broader mission. Many suggest that catering is about satisfying all thesenses. A caterer and his or her staff should be friendly and coorperative because, after all, theyare in the food service industry.

Catering is typically sold on a per-person basis, where adding additional people is a flat price perperson. Keeping the cost of the food and supplies below this is required to make a profit on the


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catering. With the correct atmosphere, professional event caterers experience can bring clientssatisfaction of all the senses in a way that makes an event special and memorable. Of course,beautifully prepared food can appeal to your sense of taste, smell and sight - perhaps even touch,but the decorations and ambiance should play a significant part in the clients enjoyment as well.

9.BIRTHDAYCATERING

We take great care in food preparation, presentation and arrangement to offer the best cateringservices and to make your birthday parties a memorable one. We offer valuable options and arecommitted to provide our clients with the superior quality and most beneficial results. Withcustomer satisfaction as our prime motto, we offer our services at most reasonable prices whilekeeping the special and unique requirements of our customers in mind.

10.THEME CATERING

With the growing popularity of theme parties, we offer our client the widest range of menus to beserve to the guest. We make sure that all the cuisine is as per the mood and theme of the party.Our expertise help us to arrange theme parties like:


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EVENTS:y Marriage functiony Birthday functiony Company functiony House function

WHO USES CATERING SERVICES?

Convention centers

Hospitals, universities, retirement centers, nursing homes

The entertainment industry: musicians on tour, movie sets, plays in production,professional sports events

Businesses: For meetings, openings, special sales events, corporate retreats,team-building exercises, awards banquets, executive

dining, employee meals, galas, and so on Community groups: For fund-raisers, donor or sponsor lunches, galas, and so on

Individuals: For special in-home dinners, bridal and baby showers, weddingreceptions, birthdays, anniversaries, funerals, and so on

QUALITIES OF A SUCCESSFUL CATERER


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Excellent organizational skills

Time-management skills

The ability to multitask

A friendly, hospitable personality

The ability to manage stress

An extensive knowledge of ingredients

A high level of written and verbal communication skills

Natural leadership and motivational skills

A knowledge of social and religious cultures and customs

Excellent networking skills

Proficiency in basic accounting principles

Basic mechanical skills

Good negotiating skills

Quick thinking and problem-solving skills

Some of these qualifications could be a natural part of your personality or education; you mighthave to learn others. Or you could hire a person or company to handle a part of the business thatis not your strong suit.


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CATERING INDUSTRY GROWS BY 15-20%

India catering industry has maintained the growth rate of15 to 20 per cent and the Rs. 15,000crore industry has not seen any negative impact of slowdown.

Catering has now become an important factor for the success of any event like social gatheringor marriage. In the wake of the nature of this business, the catering industry has largely remainunaffected by economic slowdown. It has also maintained 15-20 percent growth year-on-year,said Narendra Somani, president, All Gujarat Caterers Association.

"Earlier, family members used to take care of catering services during any social event. The trend

has changed in the last five year. People tend to avail catering services for their social functions,especially in marriages, so that everyone can enjoy the event, he added.

People are now availing catering services for 50 to 100 people events. We have not seen anysignificant impact of slowdown on our business. The only change that we have witnessed afterslowdown is that customers trim guest list or cut menu prices to save cost, said Kirit Buddhdev,president, Rajkot Catering Services Association. According to him, there is a possibility ofnumber of events hosted by non-resident Indians (NRIs) may reduce due to swine flu epidemic.

As per the industry players catering business will pick up after two or three months as festivalsand marriage season are round the corner.

However, Gordhanbhai Purohit of Ahmedabad based Gordhan Caterers has a different view.Currently the business is bit slow as the number of events has declined during this year. NRIbusiness has also come down", he added.


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Documents

Hotei and Catering Services Final