Assignment 1

Group report

19MBAR0009 ANJUM SAMIRA

19MBAR0172 NAHANA S
19MBAR0271 NARENDRA SINGH
USN & NAME : 19MBAR0033 SHILPA MITRA
19MBAR0506 SWATHI VINOD M
19MBAR0482 PAVAN A
19MBAR0030 YELLUKA JAYASHREE

SECTION : BFAS

SEMESTER : THIRD

SUBJECT : OPERATIONS MANAGEMENT

TITLE : OM FUNCTIONS OF DINE - IN RESTAURANT

SCORE :

FACULTY SIGNATURE :
 Empire Restaurant

Empire is the iconic group of hotels that has been serving food to the folks of Bengaluru for
fifty years now. Back in 1966, Mr. Abdul Rahim Haji, armed with a strong background in the
catering business, came to India from Malaysia. He opened the first Empire Restaurant in a
small alley in Shivajinagar, Bangalore, which humbly served healthy & authentic recipes,
alongside the newspaper and early morning banter. His eager customers just came by for a
hot, steaming cuppa chai, or even ‘Haji’s Kappa and Mutton’ for breakfast! Here was a man
with not only a passion for food but also a keen business sense. Empire has come a long way.
There are older restaurants and places with cooler backstories maybe, but for nearly 50 plus
years, everyone in Bangalore and beyond, young and old, is familiar with ‘Empire
Restaurant’.
The early days were tougher times, but Mr. Abdul Haq single-handedly made ‘Empire’
possible. Abdul Rahim’s younger son Abdul Azeez joined his brother Abdul Haq and
together they ran the business with grit and fervour. Exotic food like brain fry and kebabs
were served, and also affordable ghee rice and Kerala Parotta. They consistently built rapport,
making each interaction with customers unique; such was their passion, a sure winner all the
way!
When the building, which housed the restaurant, had to be demolished for renovation, it is
said that Abdul Haq with the help of his brothers, managed the demolition even as they ran
the business from one section of the shop.
From a small, obscure cafeteria, Empire has grown to the latest lush Highway Restaurant en-
route Bangalore-Mysore. The Empire journey that began in 1966, with one person and the
F&B business he built, is as legendary as the exotic and affordable food that’s served till date.
Today, if Mr. Abdul Rahim Haji could witness the pinnacles to which his children and
grandchildren have taken his dreams, he would be a proud man! For a restaurant business
spanning 5 decades, it is no small feat to stay relevant and fresh, and surely, Empire has
achieved it!
Discover the Empire Experience
A sense of playfulness is instilled in our dishes, with innovative cooking techniques and
unique presentations that we can confidently say will stimulate your mind as well as your
senses.
Empire is proud that the food served is one that people can have on a daily basis. Through
personal interpretations of ingredients and taste, the meticulous cooks have arrived at a
scrumptious menu where flavour, texture and harmony are paramount.
Right from the selection of our raw materials, our meat and poultry, from cooking to our final
presentation before our valued customer, every stage is scrutinised and is of utmost
importance to us.

2
Seafood
Enjoy the fresh Seafood cooked with aromatic spices and rich flavour, balanced to perfection,
a must for all pescatarians. These tasty morsels have sustained our palates for centuries – Red
snapper and pomfrets and Amur barbequed to perfection, Al-Faham, Tawa delicacies, Hot
Chilli Basa, Squid, Spicy Lemon Basa, the fillets, are some of Empire’s all-time favourites.
Empire Juice shops
The truth is that it wasn’t started without a thought. Forget coffee shops, juice shops turned
out to be a very promising business opportunity then and this was what planted the seed.
Thus, was born Empire Juice shops. Now it’s been years that the Juice shops have been
making enticing smoothies and juices; here, the know-how of the right combinations and
experimenting with different flavours is a given. The menu boasts simple concoctions like
Faloodas with a twist, fruit salads and natural ice creams. The natural fruit juices do not
contain any added water.
We continue to love what we do and are a growing business.
Vegetarea
That’s what we love to call it and that’s what it is called. If you are vegetarian and you love
simple, homely food you must visit here! The highway beckons every traveller to eat healthy
food so that his journey is without discomfort and we take great care in serving authentic
vegetarian recipes from namma Karnataka. These restaurants are a home away from home,
where fresh and colourful food full of flavour is cooked daily on the premises. Our
restaurants each with their own style and personality offer clean and hygienic food, that are
easy on the stomach and the pocket!
RISE OF EMPIRE
It has been an exciting five decades; we have prudently grown along with the city. Empire
Restaurant is now one among the leading chains of restaurants in Bangalore. We have a
heartfelt need to showcase to the world the cuisine of Bangalore, as our loyalties lie in this
city. It goes without saying that Bangalore is on the radar of everyone from foodies to
families and is perfect for a weekend outing, but it is also this beautiful city and the people
that gave us the opportunity to pursue our dreams and make it a reality, and hence the love
for this gorgeous city.
Empire is proud of its progress, under management that has been competent and instrumental
in achieving the milestones thus far. All progress takes place outside the comfort zone and
under the towering leadership of late Mr.Abdul Haq, Hotel Empire took a remarkable turn in
terms of service and business. They say people who succeed have momentum, the more they
succeed, and the more they endeavour to reach higher plateaus. Today, the family’s third
generation of achievers is taking the Empire chain to the next level.
Empire is not simply a restaurant; it is a world of passion where we relate to the need to offer
people with sumptuous and satisfying food, thereby finding a place in their hearts. It is a
unique place, where every creation and every element has its own meaning because they
contribute to creating a journey, to discover the gastronomic culture of a country. We take
every opportunity to give our patrons an intense and enveloping taste experience, in which

3
the flavours and colours, together with that spark of inspiration and creativity, satisfies and
delights a hungry belly.
We never sit on our laurels. At Empire, we continue to test new technology, cooking
methods, marketing tactics, and even new ways to operate our business to create the best
culture and food. We presently have arrived at a sustainable business model though profit
was never our purpose. On the contrary, our driving force is ‘volume’. Under the aegis of our
late Mr. Abdul Haq, there was a remarkable shift in our strategies in 2007 to expand across
the city. We flaunt a common theme across all our 24 outlets in a very standardised
operation, following the ‘central kitchen’ concept for quality procurement and taste
consistency.
Food is a language that connects and is also the identity of a people. Our dream is to make
Empire a place to come back to, because, to us, our customer is our honoured guest and will
be treated like a king, every time.

4
 OPERATIONS MANAGEMENT FUNCTIONS OF EMPIRE RESTAURANT

Restaurant operations are various activities that are carried out in a restaurant to run the
business. These include all activities involved in the preparation of food, customer service,
cleaning, purchasing raw materials, accounting, reporting, etc. All these fronts of the house
and back of the house activities together form restaurant operations. We have chosen Empire
restaurant which is located in Rajajinagar and studied their role in operations and their service
to the customers.

Overview of the Food Management Process

5
A. Menu Planning

Empire Restaurant menu mixes a well-planned layout, well-written descriptions and correct
pricing for food cost ration. The menus avoid crowded layouts overly wordy descriptions and
unnecessary graphics. Menu items reflects the restaurant’s theme. They believe updating
restaurant menu is also important to keep their top of food costs and food trends. The empire
restaurant follows “ala carte” menu. The word “ala carte” means individually priced; an ala
carte menu lists food items that are separately priced. The charge is based upon the prices of
the items that the guest orders.

Menu Basics

The empire restaurant menu offers a balance of classic dishes and fresh food trends, while
balancing the right food cost to maintain and increase profits. The empire restaurant menu
design is a reflection of a restaurant’s concept and intended audience.

Menu Pricing

Empire ensure that the profit is to create a balance of expensive and inexpensive items and
limiting the use of market price items, which have the greatest fluctuation in prices.

Consider Local Foods

Empire adds a variety to their restaurant menu, changing it with the seasons and is a good
marketing tool. Today, using local foods on your restaurant menu goes beyond just fruits and
vegetables.

B. Planning and Analysing Production

In the Production planning function, the empire basically collects resources for the food
service operation and turns out products and services. There are many decisions made and the
manager handle planning, organizing, and controlling the various aspects of production.
Empire restaurant has a Balancing quantity, quality, and cost objectives usually involves
several layers of management and it considers the customer’s needs and wants.

The purchasing process of empire is an essential part of their food service operation. All
competent cooks of empire are skilled in buying the appropriate ingredients, in accurate
amounts, at the right time, and at the best price. There is one rule that is always be followed,

6
“Buy only as much as it is anticipated will be needed until the next delivery” This ensures
that food they serve stay fresh and will create a high inventory turnover.

Receiving

Supplier
Issue Purchase
Requisition Requisition
Production Storage Purchasing Supplier

Supplier

Step 1 Step 2 Step 3

1. Storing Function

Empire Stores food ingredients according to the weekly or monthly needs of the restaurant in
food storage makes food available to customers in conditions that remain fresh. The
ingredients are restocked every week or monthly to maintain the quality of food ingredients.

Stacking food in the warehouse for long periods of time will cause food ingredients to be
damaged, decayed, or expired. The use of food that is no longer fresh, because of poor
purchasing management, will reduce the quality of cuisine in the restaurant business.

2. Production Function

In, Empire raw materials are converted into ready-made food products. Food production has
many sections and it starts with basic things like cleaning, packing, segregating, sorting,
preparing, adding ingredients in correct proportions, presenting, etc.

7
3. Serving Function

In Empire, Customer service is equal parts communication and genuine attention to your
diners. When guests visit the restaurant, they make them to feel welcome. They treat them
with care and respect while providing an excellent meal, so that they’ll come back to the
restaurant again and again. While food quality is incredibly important, it is the experience
diners have from the minute they walk in the door to the minute they exit that counts

4. Accounting

Empire Restaurant needs proper accounting. Tracking expenses and revenue, helps to keep a
finger on the pulse of the business, so they can make tweaks and adjustments as necessary.
The accounting team of empire is usually directly answerable to the executive team,
providing them with relevant data and forecasts. They may also make recommendations and
offer support for other departments.

5. HR Function

HR's integral role and responsibilities in the Empire Restaurant is creating job descriptions,
advertising job vacancies, conducting preliminary interviews and processing new hire
paperwork.

6. Marketing & Sales

Every business requires promotion. The marketing team in empire restaurant is responsible
for converting prospects into paying guests and spreading the brand message. They keep up-
to-date with the latest marketing channels and practices, including social media, content
marketing, OTAs, and so on.

8
7. Front Desk Services
We found that front desk team is very active and dynamic, they are covering all customers very
patiently and offering them all varieties in menu and best seats to sit and enjoy food. They are
also managing all waiting customers very systematically.

8. Housekeeping
Since Empire Hotel is one of the best preferred Hotels of Bangalore customer movement is
very high in peak times and as well in nights and hence housekeeping play vital role and they
have separate team to take care and maintain cleanliness at entrance as well at waiting hall and
dining areas also and they are maintaining toilets also clean and hygiene.

9. Maintenance
In today’s tech oriented world and customers need quick service to cover this point Empire
hotel is maintaining quite good display of their famous dishes with price tag, with this customer
can view their dish selection and can take decision. They have displayed some open cooking
also with some modern technology. Inside kitchen also they are maintaining good quality of
equipment with high standards by keeping food safety norms. They have professional team to
care of maintenance.

10. Kitchen Staff

In hotel industry kitchen staff is treated as back bone and occupies prime position. The growth,
development of hotel industry and main customer puller is the taste of the food, variety of
dishes and time of preparation. Every hotel has its own one or two their signature dishes and
chef who prepares these dishes are very import for hotel running. If customers don’t get their
favourite dish they will not come again which is a big negative point. Even for the same dish
customers will not accept any taste change and hence Kitchen staff and especially chefs are
most important. Along with Chefs other supporting staff also very important. Empire Hotel
management has are giving special care and maintain them properly with good salaries and
other perks.

9
11. Purchasing
Empire Hotel is giving utmost importance to its inventory management to prepare menu items
that customers order time to time. Stocking a restaurant kitchen can be a tricky issue. On the
one hand, you need to have ingredients available to prepare every item on your menu, even
if nobody has ordered it for a week. On the other hand, many ingredients are perishable, and
you should avoid buying more than you will use before it spoils. At Empire purchasing
department is keeping close track of how much stock they have on hand and how quickly it
has to be replenished.

12. Preparation
At Empire Restaurant food preparation operations involve developing systems for cooking
and serving each item on the menu, along with making changes and adaptations for special
requests or allergies they are maintaining their traditional dishes. Empire staff prepares some
ingredients in advance by cooking sauces or chopping vegetables, and then completes the
final steps when a customer orders an item. Successful food preparation depends on knowing
precisely how long it takes to cook each dish and planning tasks so the plates that each table
orders will come out at the same time.

13. Service
Empire chain restaurants service involves attentiveness as well as cognizance of customers'
boundaries. At empire customers get polite greeting as soon as they arrive and offer them
table as soon as possible, and servers should aim for standards regarding timing to take soup
orders and then follow up with subsequent parts of the service routine such as serving
appetizers and taking orders for entrees. At empire Servers are so polite and respectful, and
they are allowing diners to finish their meal but also keep things moving so diners don't
wait too long for their checks and the restaurant can seat new parties.

10
14. Clean-up The Success of Empire is its in cleanliness. Since Diners want to eat at
establishments that demonstrate a commitment to keeping tables, floors and food contact
surfaces free from dirt and germs. At empire Restaurant operations department maintain
all protocols for cleaning during the course of the day, such as between diners in the
dining room and between dishes in the kitchen as per food safety standards. In addition
to this Empire is having schedules for cleaning at the end of the day as well as periodic
deep cleaning.

11
C. Accounting and Financial Management

The accounting of Empire restaurant involves the collection, interpretation, and analysis of
restaurant financial information. This includes the revenue of the restaurant, cashflow,
inventory levels, and income statements. The Empire restaurant has an accountant who is
specialized in restaurant accounting, they document all the financial transactions of the
restaurant, keeping track of the inventory, cash flow, and income statements.
The information provided by restaurant accounting allows the restaurant to manage cash
more efficiently, predict your profits, balance your financial books, and plan for your
business future.

i. Better Financial Management

The Empire restaurant has a way of accounting for the salaries paid to the employees,
recording transactions, reporting total sales, and analyzing. Without an efficient accounting
system or function, such administrative areas of business will be mismanaged and inefficient.
This allows to make proactive decisions and structure business in a way that improves
profitability.

Restaurant accounting allows the Empire restaurant to have a clear picture of all this and
manage their business in a better way: It involves:

• Business planning
• Budget preparation
• Tracking and managing cost of goods sold
• Tracking and managing labor costs
• Payroll
• Preparing daily sales reports
• Preparing financial statements like P&L and balance

The two important financial statements that provide insights into the Empire
restaurant’s financial status are the profit and loss (P&L) statement and the balance
sheet. While the restaurant P&L shows the profitability of the business during a given
period of time, the balance sheet shows how much the business is worth at a specific
time.

ii. Better Tracking of Cash Flows

The Empire restaurants’s accounting practices allow restaurant owners and managers to track
their business cash flows and record transactions. This is a critical factor in getting an
accurate understanding of how the restaurant earns and spends money and the exact flow of it
in and out of the business. The cash flow statement shows the sources of restaurant’s cash
and how we spent over a given period of time. It allows the Empire restaurant to introduce
products and services that meet the needs of customers better and enhance your returns.

12
 iii. Tracking Inventory

The accounting function of the Empire restaurant has been integrated with a restaurant POS
system, the process is fully automated. This means that they will have an easier and
simplified way of calculating menu item costs, getting insights into the most profitable items,
and monitoring the food waste and portioning. Accurate tracking of inventory will help
reduce food waste, budget mismanagement, customer dissatisfaction, and theft.

iv. Tracking of Restaurant Expenses

The accounting system of Empire restaurant provides two types of information that can help
in tracking the expenses better. First, it shows the types of payments made periodically, such
as remitting taxes. Second, it shows the things that they pay for continuously throughout the
life of the restaurant business. This includes food costs, beverage costs, and labor costs and
their relation to the sales. In tracking these items, accounting helps in keeping accurate
records of

• Orders
• Payroll
• Value of Inventory
• Evaluate the Performance of Business
• Sales

13
D. Operation

a. The operation of Empire restaurant is mainly concerned with planning, organising,

directing and controlling all the activities of an organisation which helps in
converting the raw materials and human efforts into valuable goods and services
for satisfying customer needs.
E. Strategy
a. The Strategy of Empire restaurant refers to planning tactics that could help them
to optimise the resources and have a competitive edge over others. Business
strategies imply to supply chain configuration, sales, capacity to hold money,
optimum utilisation of human resources and many more.

F. Design Of Product
a. Empire restaurant is incorporating innovative technologies play a crucial role in
the selling of a product. Thus it is the duty of operations manager to ensure that
the product is designed catering to the market trends and needs of the customers.
The modern-day customers are more concerned about the quality of the product
than its quantity. So, the operation managers focus on producing top-notch quality
products.

14
G. Forecasting
Forecasting in Empire Restaurants refers to the process of making an estimation regarding
certain events that might occur in the future. In operation management, forecasting refers to
the estimation of customer’s demand so that production can be done accordingly. Through
this, the manager gets to know what to produce, when to produce and how to produce in
accordance with the customer’s needs.

H. Supply Chain Configuration

The main motive of Supply Chain Configuration is to ensure effective management,
monitoring and controlling of all the main activities that are held in a firm. In Empire
Restaurant it starts from the supply of the raw materials and continues till the production of
the final product and then their selling to the customers which will satisfy their needs and
wants.

I. Managing the Quality

Quality management plays an imperative role in selling a product. Maintain quality of food
and services is the aim of restrauntans, In empire Restaurant the operation managers allocate
the task of quality management to a team and then supervise their task. The managers identify
project defects and rectify them to ensure quality. For this, certain systems are used that
measure and maintain the quality of the product.

15
Overall Functions
There are top 5 primary management functions for our empire restaurant’s operations. These
functions are:
1.Planning: Planning is not an exclusive task for senior executives; it applies equally to lower-
level management.
How empire restaurant plans accordingly:

• Gain knowledge and collect data

• Be proactive, forecast and look into your future
• Identify your goals
• Build flexible structures
2. Organizing: Making a list of all the activities and classify them:

• Assign the tasks for employees and provide resources: A sign specific duties to the
most qualified employees and provide resources for the operations.
• Coordinate and Delegate authority and responsibility: You, as a manager, should not
possess all the authority and the power of making a decision.
3.Staffing: Staffing has gained more prominence in recent years because of the advancement
of technology, increased workload, complexity of human behavior, etc.
4.Directing: Directing is the engine that gets people to start working as it deals directly with
influence, guidance, supervision, and motivation to achieve organizational goals. It ensures
that employees are able to perform their tasks effectively and guarantees increasing
productivity.
5.Controlling:
• Identify a standard performance
• Measure the actual performance
• Compare the actual performance with the set standards
• Making corrections.

16
J. Technology Bedding
Back in 2007 only MNCs like Pizza Hut had their own call centers but Hotel Empire had its
own call center back then. With computerized billing, the POS system, mobile ordering
system coming in, technology has played a major role in the Hotel Empire’s operations. They
have mobile apps, web apps, internal apps for maintenance of the restaurant.
Hotel Empire has its own ERP system to manage logistics, supply chain and get admin
management reports. It has created an efficient and convenient working environment for the
employees. It has helped to reduce the turnover time for serving the customers, ultimately
making them happy.

K. Delivering Extraordinary Customer Delight

Hotel Empire is a chain of restaurants that has about twenty-five to thirty-thousand people
visiting them per day. It is a big task for them to ensure satisfaction so that the customers
keep coming back.
It is important to prioritize the quality of the food so that customers have the same experience
throughout all outlets. At The Empire, they have a comfort food menu priced at an affordable
rate. They also have a grievance department that ensures that all customers walk out happily
out of their outlet and if they have any suggestions or discrepancies, they can contact the
grievance department. Every restaurant has its ups and downs, Hotel Empire makes sure to
give a prompt response to all feedback and suggestions positively.
Apart from delivering a quick response to the customers, Hotel Empire uses the best
ingredients available in the market and serves freshly prepared food every day. The USP of
Empire is keeping it natural and using minimal or close to zero synthetic substances in
the food.
‘The pillars of Empire’s success consist of the trust gained from the customers and the
passion from our team’s side. says Haq.

17
 CONCLUSION

Challenges Faced While Running The Hotel Empire

In 2002. With the expansion, came the challenges. With 31 operating outlets and changing
tastes and preferences of the consumers, maintaining consistency becomes
paramount. Customers value the uniform experience that chains offer. The taste of the food is
what keeps the customers coming back to your restaurant business.
At the Empire Hotel, they have a central kitchen that operates through step by step Standard
Operating Procedures (SOPs) generated and they have semi-cooked food at all their outlets
which helps in maintaining uniformity throughout.
Business in Bangalore was growing day by day. There were a lot of late-night workers at that
time who did not have access to restaurants late at odd hours. It is at that time when the Hotel
Empire started gaining popularity as they served food late at night to the regular workers.
“We had our strategies well in place and we analyzed the market according to the
location. We were in the right place at the right time. This was possible due to the
strong team, good logistics setup, and supply chain,” says Haq(CEO of empire group of
restaurants).

Strategy Behind The Exponential Growth Of The Hotel Empire

Bangalore is known for its outward culture. Hotel Empire felt the need for good food. It took
a while for them to understand the city and the demographics. The ultimate goal of the Hotel
Empire was to expand across the city so that it is easily accessible for the patrons.
The strategy behind their exponential growth was intense research and development about
the population. It included research on these factors: ‘Where the population is migrating?’ ,
‘What category/age of people are migrating?’ etc. The R&D would ultimately help them to
open new outlets, according to the demographics of each area.
Apart from R&D, one of the strong pillars of the Hotel Empire was its customers. The
customers have always believed in their brand and helped them to create a better brand
value.
‘The customers know that we are here to stay. We are getting better day by day. We
provide a guaranteed level of hygiene and sanitation, also, value for money and that is
why customers trust us,says Haq.

18
 CONTRIBUTIONS

Introduction of the empire restaurant – Group Activity

USN NAME PAGE NO

9-11
19MBAR0009 ANJUM SAMIRA

5-8
19MBAR0172 NAHANA S

14
19MBAR0271 NARENDRA SINGH

15
19MBAR0033 SHILPA MITRA
12-13
19MBAR0506 SWATHI VINOD M
17-18
19MBAR0482 PAVAN A
16
19MBAR0030 YELLUKA JAYASHREE

19