Domino Report

INDEX
Brief profile of Domino’s Pizza Introduction of Hospitality Sector Introduction Milestone Domino’s Pizza Timeline Introduction of Hospitality Industry Survey report -Good quality food and beverage -Service inside the restaurant -Timely home delivery -Housekeeping operations Shortcomings

Suggestions Bibliography

ACKNOWLEDGEMENT
This project on “Hospitality Sector” has been a useful and enlightening experience. This project has been possible due to motivation, guidance and support from various sources. At this level of understanding, it is often difficult to understand a wide spectrum of knowledge without proper guidance and advice. Hence, we take this opportunity to express our deep sense of gratitude to our respected project guide Mr. S.K. Gupta, for his round the clock enthusiastic support and suggestions which made this project successful. We also extend our sincere gratitude to Mr. Praveen Puri, for his inspiration, encouragement and for the impetus obtained throughout the course of our project.

ALL SYNDICATE 3

MEMBERS

OF

DOMINO’S PIZZA
TYPE: PUBLIC

FOUNDED: 1960 KEY PEOPLE: TOM MONAGHAN (FOUNDER) DAVID BRANDON (CHAIRMAN& CEO) INDUSTRY: FOOD WHOLESALE PRODUCT: PIZZA REVENUE: 1.437 BILLION USD (2006)

EMPLOYEE: 145,000 SLOGAN: YOU GOT 30 MINUTES

HOSPITALITY SECTOR
HOSPITALITY: It refers to the relationship process between a guest and a host, and it also refers to the act or practice of being hospitable, that is, the reception and entertainment of guests, visitors, or strangers, with liberality and goodwill. Hospitality frequently refers to the hospitality industry jobs for hotels, restaurants, casinos, catering resorts, clubs and any other service position that deals with customers. Hospitality is also known as the act of generously providing care and kindness to whomever is in need.

DOMINO’S VISION
Domino’s vision is exceptional people on a mission, to be the best pizza delivery company in the world. Domino's Pizza India Ltd. was incorporated in March 1995 as the master franchisee for India and Nepal, of Domino's Pizza International Inc., of USA. Moreover, the company holds the master franchisee rights for Sri Lanka and Bangladesh through its wholly owned subsidiary. Mr. Shyam S. Bhartia and Mr. Hari S. Bhartia of the Jubilant Organosys Group were the promoters of the company. Since inception, Domino's Pizza India Ltd. has proceeded to become one of the largest and fastest growing international food chains in South Asia. The first Domino's Pizza store in India opened in January 1996, at New Delhi. Today, Domino's Pizza India has grown into a countrywide network of over 165 outlets in 33 cities and is the leader in the fast food delivery segment.

Ever since it was established, Domino's Pizza India has maintained its position of market leadership with its constant product innovation and maintenance of stringent service standards. More importantly, it has established a reputation for being a home delivery specialist capable of delivering its pizzas within 30 minutes to its community of loyal customers from its entire chain of stores around the country. Customers can order their pizzas by calling a single countrywide Hunger Helpline 1800-111-123. In fact, Domino's was the first one to start this facility for its customers. Domino's vision is focused on “Exceptional people on a mission to be the best pizza delivery company in the world! ". Domino's is committed to bringing fun and excitement to the lives of our customers by delivering delicious pizzas to their doorstep in 30 minutes or less, and all its strategies are aimed at fulfilling this commitment towards its large and ever-growing customer base. Domino's constantly strives to develop products that suit the tastes of its customers, thereby bringing out the Wow effect (the feel good factor). Domino's believes strongly in the strategy of 'Think local and act regional' that is subtly blended with a playful images personified by its ' Hungry Kya? Positioning Domino’s has been innovating toppings suitable to the taste buds of the population and this has been accepted by the Indian market.

MILESTONE DOMINO’S PIZZA HERITAGE
Like most corporate success stories, Domino's started out small - with just one store in 1960. Now, Domino's Pizza is celebrating over forty years of delivering food, fun and innovation.

DOMINO’S PIZZA TIMELINE

1960 Tom Monaghan and his brother James purchase "Dominick’s," a pizza store in Ypsilanti, Michigan. Monaghan borrowed $500 to buy the store. 1961 James trades his half of the business to Tom for a Volkswagen Beetle. 1965 Tom Monaghan is sole owner of company, and renames the business "Domino's Pizza, Inc." 1967 The first Domino's Pizza franchise store opens in Ypsilanti, Michigan. 1968 Company headquarters and commissary are destroyed by fire. First Domino's store outside of Michigan opens in Burlington, Vermont. 1975 Amstar Corp., maker of Domino® Sugar, institutes a trademark infringement lawsuit against Domino's Pizza. In 1980, Federal court rules Domino's Pizza did not infringe on the Domino® Sugar trademark. 1983 Domino's first international store opens in Winnipeg, Canada. The 1000 th Domino's store opens. The first Domino's store opens on the Australian continent, in Queens land, Australia. 1990 Domino's Pizza signs its 1,000th franchise. 1992 Domino's rolls out Breadsticks, the company's first national non-pizza menu item.

Survey Report: Our group have visited to DOMINO’S PIZZA and their we
have asked them about what operations they do & specially we have emphasized more on the following questions , which we have asked them & they are as follows:

1. THE OPERATIONS CARRIED OUT BY THE DOMINO’S TO ENSURE GOOD QUALITY FOOD & BEVERAGES ARE AS FOLLOWS:
• • • They told us that they keep all the things in shelf, Vegetarian & non- vegetarian items are kept separately If in 2 or 3 days stock does not get utilized, they emptied the stock by removing all the items They also told us that being a food service industry, they take special care as in personal hygiene that being in a food service industry, and there are legislative guidelines for food handling. Bacteria from hair, where perhaps loose hair falls into the food, can lead to contamination. Not only does it look dreadful to see a chef or waiter rub his or her nose or touch his or her hair while working, but there are health reasons why this is not a good idea. Hair should be clean & tied up neatly or chef’s hat should be worn & they told us hands are washed often after handling raw meat or poultry & after peeling vegetables that may still have composted soil on them. • • • To give good quality food & beverages they use good detergents to wash utensils Sometimes employees who are working in kitchen their relationship sometimes become stormy because of the pressure of fast service

In order to ensure that the food & beverages they use is fresh they have relationship with many suppliers like , there are food suppliers , beverage suppliers , service providers , crockery & kitchenware suppliers to be dealt

with regularly even with the small operators also domino’s have fairly constant contact. • To give quality food Domino’s keep customers taste & food trends in mind. They told us methods how they cook food in order to give quality food:  BOILING: It is used for cooking such items as potatoes, pasta & chicken stock.  POACHING: Food is cooked in hot water, which is kept below the boil.  STEAMING: The food is cooked by the temperature of the steam but is not immersed in the water  SIMMERING: Dish like curry is cooked very slowly at a temperature below boiling  BAKING: It is done with dry heat in an oven.

2. THE

SERVICE

OPERATIONS

TO

SERVE

THE

CUSTOMERS INSIDE THE FAST FOOD :
i. ii. iii. iv. v. vi. vii. They asked the customers to have a seat, Give them their menus, The order is served within 10 to 15 minutes,. They provide self service operation, They also provide CRM Coupons They give buy one get one free offer to customers As each interaction is unique, Domino’s people job is day to day & from minute to minute. So they told us that customer contact is the key to run a successful operation. viii. ix. x. They said that communicating clearly with people of all ages is highly regarded To give quality services to customer inside they groom themselves well in personal presentation They take care of both verbal & non-verbal communication like listening & answering & how domino’s people make use of proper space & time

xi. xii. xiii. xiv. xv.

They have commitment to professional service An understanding of customer needs & expectations Have sound knowledge of all menu & beverages items & to ensure prompt & efficient service standard operating procedures Maintain flexible & willing attitude, service guests using friendly, polite manner at all times They constantly check that assigned section is clean and all tables are set up properly in order to treat customer inside the Domino’s well.

3. SERVICE OPERATIONS TO ENSURE TIMELY HOME DELIVERY:
They told us that to ensure timely home delivery first thing is that how they deal with customer on phone as telephone communication is a real challenge & voice qualities are the only form of non – verbal communication. i. Enthusiasm is there injected into the voice of people who are taking orders on phone. They told us that it is not easy because there is no direct face to face contact & often contact is brief. ii. iii. iv. v. vi. vii. viii. ix. x. xi. As the call comes they ask how can I help you Speak clearly & carefully listen to orders also with care Provide information to customers which is relevant Use formal language Thanks customer for calling After getting the call they start making pizza The time taken to load pizza is one minute but in rush it takes 2 minutes For oven, it takes 6 minutes The total time taken to complete pizza is 15 minutes In another 15 minutes the pizza arrive at destination

30 Minute Guarantee:
At one point, Domino's Pizza had a guarantee that a customer would receive their pizza within 30 minutes of ordering, or they would receive the pizza free and Domino's still guarantees delivery within 30 minutes, failing which the customer is given his order free of cost.  They does not take order if the customer is calling from distance place where it is impossible to deliver pizza within 30 minutes  If suppose a customer is ordering a pizza cost for Rs. 500 & if they are unable to deliver the pizza within time , suppose they are late for another 6 to 10 minutes , then they give discount of Rs 300 & provide the pizza for Rs 200  They believe in the service called TSG (Total Satisfaction Guarantee)  Free Home delivery of home cooked food in South Delhi. We offer both Non-Veg and Vegetarian home-cooked food for small GetTogether. Our Costs are very reasonable and the foods are Hygienic and Low fat.  BULK ORDERS: Dominos Pizza also takes bulk orders for its corporate customers as well as for any big gathering. Any order can be placed 2 days in advance to avoid inconvenience. Payment can be made in cash or by Cheques in favor of "Dominos Pizza India ltd". Dominos involves itself in various community activities like blood donation campaign, clean up drive etc. We arrange for different competition like painting, essay, junior pizza making etc at our store level for children. We also cater to different college functions/events depending upon its location. 4. HOUSEKEEPING

OPERATIONS

INSIDE

THE

RESTAURANT:

For housekeeping Domino’s use UT service, they provide proper check on cleanliness of the restaurant; maintain cleanliness of the washroom etc. a. They make sure that all fittings are in good working order b. They check that all supplies such as toiletries & minibar stock have been replenished c. Ensuring that tables & other areas are cleaned & polished d. Make sure that furnishings & fittings including light fittings are clean & in good condition e. Ensure windows are cleaned regularly f. They also told us that in housekeeping is also responsible for décor , the selection of furnishings & wall coverings being very important g. Thousands of rupees are spent on décor & these decisions are not taken lightly h. In housekeeping operations there is flexibility in there restaurant Maintenance Housekeeping in the wet areas: Top to bottom, all corners and edging is done on carpeted and non-carpeted floors. Everything is moved on the counter, cleaned behind it, the items cleaned and moved back. Not only are sinks made to shine, but also all the tight spaces that trap dirt are cleaned. The outsides, top to bottom, of all large appliances in the kitchen are cleaned. Light fixtures are dusted; windowsills, baseboards, and other dusting in the kitchen are done. Kitchen cabinets are cleaned for fingerprints and food spills that have occurred recently and can be recovered with wiping a wet or damp cloth. The floor is edged for crumbs with a vacuum, then vacuumed thoroughly and washed. Food that is stuck to a floor is not ignored. On an as-need-basis, the floor is washed by hand around the edges.  We can do the whole package pulling out a fridge or oven wiping them clean and everything in between.

All of our work is 100% guaranteed. If customers are not happy with Domino’s cleaning, simply call them within 24 hours.  During summer seasons their sales increases,  Number of staff is more as compared to winter seasons  Total number of staff is around 35-40,  Income per month is around 35 lakhs

5. ANALYZE

THE

SHORTCOMINGS

&

SUGGEST

IMPROVEMENTS:
The shortcomings which we have encountered by visiting in the Domino’s Pizza are listed below:  Less space capacity,  Low interaction with customers inside the restaurant The suggestions which we want to give for their improvements are as follows:  They should give more attention to their space capacity. As inside the restaurant there are only 12 chairs as sitting capacity due to the less space. The customers have to wait outside the restaurant until there is available capacity but the busy customers cannot wait, for which they have to lose customers. So, they should try increasing their sitting capacity.  Another most important thing is that inside the restaurant the interactivity between the staff and customer is very poor. As it provides self service so the staff is busy in making pizza and phone calling. So for this behavior, many customers were unsatisfied and they have to lose their customers. For improving such situation, they should segregate their staff in different sections. They should divide some staff in pizza making sections, some in phone

attending sections and some in the receptions in order to interact properly with their customers.

BIBLIOGRAPHY
www.dominos.com www.altavista.com www.macromania.com www.yahoo.com Professional hospitality an introduction by Vander Wagen Hospitality Retail Management by Conrad Lashley

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