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