FOOD AND BEVERAGE SERVICE

LECTURE 1.1
The origin of the hotel industry in India cannot be traced to a definitive point of time, there is evidence of its
presence even during the Indus Valley Civilization and Vedic Era. In olden days, travel was predominantly
undertaken for pilgrimage and trade. The concept of char Dham (i.e., visiting religious places located in the four
corners of India) among the Hindu community is an important indicator of significance accorded to pilgrimage by
their ancestors.

The country stands dotted with many such shrines, some of which are frequented by people of all faiths. Ancient
texts and literature, as also Hindu mythology, have many references to travel and the provision of accommodation
facilities for traveling pilgrims and traders by the authorities of those days.

Ancient India was well known for its silk, spices, gold, and gemstones. Record of famous travellers of the yore
speaks of Indians trading with countries like Greece, Italy, Indonesia, Malaysia, China, and Japan, among others.
The main mode of transport were animals on land, and boat and ships that crisscrossed rivers and seas for
connectivity with distant lands. The origin and evolution of the hotel industry in the country can be broadly
categorized in the following three periods:

1. Ancient and Medieval Era

2. Colonial Era

3. Modern Era

Ancient and Medieval Era

The beginning of the hospitality sector in India stands rooted in the Hindu philosophy of ‘atithi devo bhava ‘, implying
that an unannounced guest is to be accorded the status of God. While it is not clear when hospitality emerged as a
commercial activity in ancient India, there is evidence of accommodation facilities for travellers and guests, though
not as organized as we see them today.

The lodging houses during those times were known as Dharamshala (dharma in Sanskrit means religion and Shala
school). Dharamshala’s, the resting places for pilgrims, are believed to have their origins in village chappals, which
served as a meeting ground for the villagers to plan and discuss various social welfare and development measures.
These become the places of lodging as travellers started putting up camps there due to safety reasons. Gradually,
with help of residents, the financial assistance from the rulers, zamindars, or other influential people, permanent
structures (or Dharamshala) were built for travellers. Here they were provided with a safe place to relax and spend
the night.

Record of many foreign visitors and philosophers who came to India speak highly of the hospitality facilities. Famous
Chinese scholars Fan Hien (AD 399-424) and Hueing Tsang (AD 629-643), who came during the reigns of
Chandragupta Vikram Aditya and Harshvardhan respectively, have mentioned the existence of shelters for
travellers. In the medieval era, between the eleventh and thirteenth centuries, many sarais and Musafirkhana’s were
built, primarily as resting places for messengers of the postal system established by the Sultans of Slave or Mamluk
dynasty. The Mughals continued the practice and built many such sarais to accommodate travelers.
The sarais during those time fulfilled the necessities of a traveler – they provided water, a room, a stable for
livestock (like horse, elephant, or camel) along with fodder, and sometimes also a place of worship.

Colonial Era

The organized existence of the hotel industry in India started taking shape during the colonial period, with the advent
of Europeans in the seventeenth century. The early hotels were mostly operated by people of foreign origin to cater
to the needs of the European colonizers and later officials of the Raj.
Among the first such properties were taverns like Portuguese Georges, Paddy Goose’s, and Racquet Court, Among
the first such properties were taverns like Portuguese Georges, Paddy Goose’s, and Racquet Court, which opened
in Bombay between 1837 and 1840. However, within a period of about ten years, most of the taverns disappeared
and more respectable hotels like Hope Hall Family Hotel began to make an appearance.

Until 1900, almost all hotels were constructed and run as per Western traditions. The first Indian style hotels were
Sardar Girah, which opened in 1900, and Madhav ashram in 1908. The two world wars brought a fresh lot of hotels
in Mumbai, an important port city of the times.

Modern Era

Post-independence, there were big leaps in the hotel trade in the country. The Oberoi Group of Hotels and the Taj
Group took over several British properties, maintained high standards of services and qualities, and expanded their
business overseas. The later decades saw corporate like the ITC also join the hotel industry with properties under
ITC Welcome Group.

Over the last few decades, various well-known international hotel chains have come to India. These include Hyatt
Hotels and Resorts, Inter-Continental Hotels and Resorts, Marriott International, Hilton Hotels, Best Western
International, etc.

Summery

The Evaluation of Hospitality of Industry is divided into

1.Ancient and Medieval Era

2. Colonial Era

3. Modern Era

The hospitality Industry have been developed throughout the history, which helps in growing in hotel industry and
various hospitality organisations.

LECTURE 1.2
The Hotel industry originated in the 6th century BC and is perhaps one of the oldest commercial Business.

• The invention of the wheel one of the greatest events in the history of civilization resulted in the production of
quicker mode of conveyance

• The hotel industry originated in the 6th Century BC and is perhaps one of the oldest endeavours. The earliest
inns were just large halls where travellers slept on the floor along with the animals on which they travelled. These
conditions prevailed for hundreds of years until the mode of travel changed.

• The invention of the wheel, one of the greatest events in the history of civilization resulted in the production of
quicker modes of conveyance. The speed of travel increased with the development of vehicles.

• Travelers of earlier times belonged to different segments of society. They consisted of members of the nobility
as well as religious messengers, missionaries, traders, and soldiers. Travel for the common man came at a much
later date. The aristocrats or nobility travelled on horseback or in carriages and were usually entertained by people
of their own class in castles and mansions of great estates.
• They were accommodated and fed, befitting their status, with sumptuous meals and gallons of wine.
Monasteries provided shelter to the religious order, while the soldiers were lodged in forts or in tents. It was the
traders who helped in promoting the establishment of inns. They had no other alternative but to stay in inns for a
night or two while travelling.

• The food service in India traces its roots to the traditional community feasts and the movement of people on
pilgrimage thousands of years ago.

• Most people were on the move primarily for preaching, religion, and hunting.

• During those days, people took shelter under trees when they were away from their homes and depended on
natural source for their food

INTRODUCTION AND GROWTH OF HOSPITALITY IN INDIA

• Their lives were endangered by wild animals and wayside robbers, which forced them to look for a place that
assured them safety, accommodation, and food.

• Dharamshala and chattrams came up to protect the lives travellers from wild animals and robbers.

• Travellers are also provided with stables and sheds for horses and bullock carts, respectively, free of charge.

INTRODUCTION AND GROWTH OF HOSPITALITY IN INDIA

• The Barter system of transaction was slowly introduced and its motivated people to travel for trade.

• India has been subject to influxes of people throughout its history, some coming with arms to loot ad conquer
other moving into trade or to settle down.

• It was during the Mughal rule that sarais were developed to provide accommodation to travellers which were
later converted to inns and western style hotels during the brutish rule.

• The people of India in general did not prefer dinning out till the early 1960. They always carried home- made
food to the workplace, school and while travelling.

• The Development of catering India is mainly attributed to the British, who introduced hotels and restaurants like
the ones in Europe.

• Reputed hotels such as the Taj, The Oberoi and the Ambassador were well established when India became
independent.

LECTURE 1.3
India is known for its varied culture heritage, which includes its famous hospitality. It is derived from ancient text,
which stated “Atithi Devo Bhava”, which when translated means “The guest is God”. That was initially the status
accorded to visitors at home. It was then extended to visitors at the “roadside inns” or “sarais”. Homes were
converted into places of stay for visitors travelling top places of religious importance, which were plenty around the
country. Later the Mughal and British rule in India also gave rise to famous mosques and churches all over the
country.

Leisure travel in the past was restricted to visits during holidays to one’s parents and relatives houses in one’s
hometown. The British developed a lot of hill stations across the country to escape the heat of the plains. Slowly the
Indian tourist foray into the wide and varied world of leisure travel, and the constant development of hotels in these
destinations occurred.

By way of natural resources, India has a lot to offer to the tourist. From the snow capped mountains of the
Himalayas to the beaches with long coastline, from the deserts of Rajasthan to the numerous wildlife and bird
sanctuaries all over the country, there is something for everyone.

The variety of cultures and its intermingling with invaders also had its effect on the cuisine of the country, e.g.,
vegetarianism by Hindu, meat influence of Moghuls, Anglo-Indian cuisine, Buddhist and Jain eating practices etc, all
made their mark on the Indian food scenario. Service in ancient texts was done on the floor on banana leaves or on
dried leaves joined to form a plate or cone. However, tables and chairs came with the British prior to which the
Moghuls used mattresses on the floor where waiting staff served the food on large platters and bowls.

In India, the development of hotel and tourism combine with jet age travel, increase in population and the industrial
expansion have all increased the need for catering establishment which form an important source of foreign
earnings.

In the recent past there has been a spurt in growth of the domestic tourist as compared to the international tourist.
Hotels are now gearing up for an unprecedented demand rooms in the domestic sector. Sports tourism is also
coming up in a big way in terms of para sailing, snorkelling, scuba diving, paragliding, white water river rafting,
amusement park, trekking, mountain and rock face climbing, etc.

OBEROI HOTELS

Rai Bahadur Mohan Singh Oberoi, chairman and the founder of Oberoi hotel was born in August 1900 in Bhaun, a
small village in what is now in Pakistan.

Soon after his marriage in 1922 he arrived penniless in shimla, and found a job as a front office clerk in the Cecil
hotel at a salary of Rs. 40/month. Some years later he moved to Clark hotel (also in Shimla) and gained experience
in all aspects of the hotel operations. In 1934 he bought Clark hotel by mortgaging all his assets and selling his
wife’s jewelry.

1930: a cholera epidemic struck Calcutta and the Grand hotel, the largest in the city was forced to close. In 1938 Mr.
Oberoi acquired the grand and converted it into profitable business venture. The Oberoi Grand remains to this day
Calcutta’s leading hotel.
1943:Mr. Oberoi took over the associate hotel of India(AHI) with eight hotels in northern India including the Cecil in
Shimla, Maidens and Imperial in Delhi, and 4 hotels now in Pakistan.

The Oberoi International in New Delhi, which opened in 1965, was the first modern luxury hotel in the capital. The
35 story Oberoi Towers opened in Bombay in 1978, the tallest building in India.

Mr Oberoi’s dedication to the industry is evident from the Oberoi Center of Learning and Development (OCLD)
based in Delhi.

Oberoi Hotels is an Indian luxury hotel chain established in 1934. It has branches in five countries, situated in two
continents (Asia and Africa) including two ships. The chain operates hotels and resorts.

The group has cooperated with the United States television channel CNN to produce a television series named “Eye
on India”.

Oberoi Hotels & Resorts

Founded : 1934

Headquarters : India, Indonesia, Saudi Arabia, Mauritius & Egypt

Key People : PRS Oberoi, Arjun Oberoi, Vikram Oberoi, M.S.Oberoi (Founder)

Industry : Hotel

Website : www.oberoihotels.com

TAJ HOTELS

Jamset ji Nusserwanji Tata is the founder of taj hotel. Billed by the Times, London as the finest hotel in the East, the
Taj’s first hotel, the Taj Mahal Palace & Tower, Mumbai was perhaps the only place in the world where a British
Viceroy could rub shoulders with an Indian Maharajah, where the congress could debate with right wing leaders,
and where sailors on shore leave could flirt with the Pompadour Follies. Built at the cost of a quarter of a million
pounds, the hotel introduced a series of firsts that set new benchmarks in Indian hospitality. Over the years, the Taj
brought into Bombay, “Professors of Dance” Mademoiselle Singy to raise temperatures and a few eyebrows with the
Tango, the first air-conditioned ballroom to cool things down, the first cold storage, the first licensed bar and more.

The changing decades ushered in new tastes and newer guests including Mick Jagger, Steven Spielberg and David
Rockefeller, to name a few. From Nobel laureates to rock stars, fashion divas, to oil-rich sheiks, Taj represented a
global village long before the term was to become a cliché. Even today, a hundred years on, guests will find Taj
taking luxury to greater heights in all its hotels around the world including business capitals, fairy-tale palaces on
secluded islands, in private yachts, aboard executive jets and amidst spas and resorts. Still, as the discerning
traveler will note, a little ahead of its time.

Important Milestones in the History of Taj

1903: Created history with the opening of the Taj Mahal Palace Hotel, Bombay (Mumbai), India’s first luxury hotel

1971-72: Pioneered the concept of authentic Palace Hotels in the country with the Rambagh Palace in Jaipur, the
palace of Maharajah of the erstwhile state of Jaipur.

1974: Conceptualized the unique beach resort at Fort Aguada, Goa built within the walls of a Portuguese fort
overlooking the Arabian Sea.

1976: The fisherman’s cave was built. It is a thirty minutes’ drive from madras from the bay of Bengal with a private
beach.

In the same year the Taj group opened the Taj Flight Kitchen in Bombay catering both domestic and international
flights.

1978-82: Taj launched in Delhi with its luxury hotel-Taj Mahal Hotel on No.1 Man Singh road and then prepared
India for the Asian Games by setting up Taj Palace, Delhi with the largest convention centre in the country.

1982: Taj established a presence in the Western Hemisphere with the historic St.James Court Hotel near
Buckingham Palace, London.

1984-92: Well before these destinations became world renown for their beauty, Taj expanded to Kerala and Sri
Lanka.
1992-97: Rolled out Business Hotels in key cities and towns across the country, branded as Taj Residency hotels.

2000 : Consolidated its position as the largest chain in India with hotels in Ahmedabad and Hyderabad, the latter city
being a joint venture with GVK Hotels resulting in a dominant position in the market for premium and luxury hotel
rooms.

2002 : The new Taj Exotica Resort & Spa, Maldives, within six months of its launch, was awarded the title of “The
Best Resort in the World” in the first ever Harpers and Queen Travel Awards.

ITC HOTELS

ITC was incorporated on August 24, 1910 under the name of ‘Imperial Tobacco Company of India Limited’. Its
beginnings were humble. A leased office on Radha Bazar Lane, Kolkata was the centre of the Company’s
existence. The Company celebrated its 16th birthday on August 24, 1926 by purchasing the plot of land situated at
37, Chowringhee (now renamed J.L.Nehru Road), Kolkata for the sum of Rs 310,000. This decision of the Company
was historic in more ways than one. It was to mark the beginning of a long and eventful journey into India’s future.
The Company’s headquarter building ‘Virginia House’, which came up on that plot of land two years later, would go
on to become one of Kolkata’s most venerated landmarks. The Company’s ownership progressively Indianised and
the name of the Company was changed to I.T.C. Limited in 1974. In recognition of the Company’s multi-business
portfolio encompassing a wide range of business – Cigarettes & Tobacco, Hotels, Information Technology,
Packaging, Paperboards & Specialty Papers, Agri-Exports, Foods, Lifestyle Retailing and Greeting Gifting &
Stationery – the full stops in the Company’s name were removed effective September 18, 2001. The Company now
stands rechristened ‘ITC Limited’.

In 1975, the Company launched its Hotels business with the acquisition of a hotel in Chennai which was
rechristened ‘TTC-Welcomegroup Hotel Chola’. The objective of ITC’s entry into the hotels business was rooted in
the concept of creating value for the nation. ITC chose the hotels business for its potential to earn high levels of
foreign exchange, create tourism infrastructure and generate large scale direct and indirect employment. Since then
ITC’s Hotels business has grown to occupy a position of leadership with over 80 owned and managed properties
spread across India.

ITDC HOTELS
India Tourism Development Corporation (ITDC) was set up as a wholly owned government company in 1966, for
the development and promotion of tourism in India.

India Tourism Development Corporation (ITDC) was established in 1966 as an autonomous public sector
corporation, entrusted with the task of helping develop tourism infrastructure and promoting India as a tourist
destination. Today, ITDC provides a complete package of tourism services including accommodation, catering,
travel-related services, event management, publicity, hotel consultancy, duty free shops, in-house travel agency,
entertainment and shopping.

The role of catering establishment in Travel and Tourism Industry

One of the aspects of hospitality service is catering. It means professionally organizing the supply of food and
beverage, rooms and managing social events.

In the 1940’s the term “hotel and catering industry” was coined to include the economic activities of undertaking
whose aim was to satisfy the demands of food, drink and accommodation away from home. The industry has
expanded rapidly in the last few decades. It is established that one in every four meals is planned, prepared and
served outside the home.

The modern catering industry dates back to the inns of the biblical period, which served food and accommodation to
travelers. Inns, taverns, cook shops and tea & coffee houses gradually built up the industry through the ages. It was
also influenced by religious orders and houses of nobility, which catered to a large number of people.

Development of Indian & international chains of hotels.

The role of catering establishment is defined by its social and economic importance. It increases employment
prospects and with the expansion of international tourism it contributes to the national economy. It provides food and
accommodation to people of all ages in all walks of life at any time of day or night and in every situation; the one
thing in common being the need for food to be cooked and served. However, groups of different ages may have
different requirements. These habits may depend on social, religious, national, traditional, geographical and medical
situations. The responsibilities of catering establishments include an awareness of the customers, their
requirements and the method employed to meet these requirements.

The catering industry is considered one of the fastest growing industries in terms of numbers employed. Jobs exist
in hotels, clubs, hospitals, canteens and other welfare units. These establishments exist in public and private sector.
The catering establishment plays a substantial role in supporting the travel and tourism industry and earns a
considerable amount of foreign exchange.Some of the catering establishments include hotels, restaurants,
 healthcare, hospitals, convalescent centers, airline catering, railway catering, marine catering, event management,
community distress/disaster catering, etc.

The catering establishment has a wide scope for growth in India. According to the FHRAI (Federation of Hotel And
Restaurant Association of India), the third economic census conducted in 1990, estimates that there are
approximately 50000 restaurants in India in the organized sector. This figure is expected to rapidly increase as a
result of the changes in demographic and economic factors.

Likewise a report of the planning commission has forecasted that 17% new jobs will be created in the service sector
in the country in the next 10 years. In developed countries, the service sector is growing faster than the
manufacturing sector and it is a dominant source of direct and indirect employment. There is a shortage of trained
professionals in other countries also and employment opportunities are in abundance. A job is created every 2 to 4
seconds in the tourism industry worldwide.

LECTURE 1.4
These are various sectors of the food and beverage industry:

1. COMMERCIAL SECTORS (PROFIT MOTIVE)

A) GENERAL MARKET

 Hotels, Motels, Resorts

 Restaurants
 Takeaway outlets
 Fast food outlets
 Pubs, Wine bars
 Food courts
 Functions catering

B) RESTRICTED MARKET

 Transport catering
 Clubs
 Industrial catering
 Institutional catering

2. WELFARE SECTORS (SERVICE MOTIVE)

A) RESTRICTED MARKET

 Institutional catering
 Schools
 Colleges
 Universities
 Hospitals
 Old age homes
 Military
 Prisons
 Industrial catering (run by own management)

3. OTHER FOOD AND BEVERAGE INDUSTRY SECTORS

A) NON-CAPTIVE MARKET

In these areas of the food and beverage industry, the customers have a choice of where to eat.

The types of restaurants chosen may be a fine dining restaurant of a deluxe hotel, stand-alone restaurant, coffee
shop, fast food outlet, specialty restaurant, or a popular restaurant depending on the following below.

B) REASON FOR DINING

For example, A birthday party, Valentine’s Day, Wedding anniversary, or Business meetings.

C) TIME AVAILABLE TO EAT

Some customers have more time to spend in a restaurant while others have very little time, which influences their
decision on the selection of the type of eatery.

D) CAPTIVE MARKET / CUSTOMERS

The customers do not have a choice of where to eat. In such a market, the customers have a choice before
selecting the food and beverages. Once the choice is made, the customers have no choice but to be content with
what is on offer.

Sectors/Areas of the food and beverage industry can broadly be classified into the following two
groups according to the priority given to the provision of food and beverages.

1. PRIMARY CATERING SECTORS

The establishments under this category are primarily concerned only with the provision of food and beverages to
customers.

2. SECONDARY CATERING SECTORS

The establishments in which the provision of food and beverages is not the main activity but a secondary or support
activity are called secondary catering sectors.

The primary activity of these units is not the provision of food and beverages to the clients but the activity for which it
is set up.

For example, Some trains have a pantry car while others do not. Short-duration flights may not provide flight
catering services.

LECTURE 1.5
Welfare Catering
•“Welfare Catering” is an extension of public assistance that provides services for senior citizens and the
disabled who fall within the income guidelines. Some of these services include; shuttle services that provide
transportation to and from doctor's appointments.

•Others include legal services, tax preparation services, health care services, family care-giver services, (for
those who are caring for a senior family member), nutrition services such as Meals on Wheels or reduced hot
lunches at Nutrition Centers.

Hospital Catering

•Effective hospital catering services rely on sound planning and co-ordination of a range of processes involving
menu planning, procurement, food production and distribution of meals to wards and patients.

•Many staff groups are involved in meeting the nutritional needs of patients.

•In addition to the catering service staff who procure and prepare the food, nursing and medical staff play vital
roles in assessing and monitoring the nutritional status of patients.

Flight Catering

An airline meal, airline food, plane food or in-flight meal is a meal served to passengers on board a
commercial airliner. These meals are prepared by specialist airline catering services and normally served to
passengers using an airline service trolley. These meals vary widely in quality and quantity across different
airline companies and classes of travel. They range from a simple snack or beverage in short-haul economy
class to a seven-course gourmet meal in a first class long-haul flight.

Railway Catering

As we all know, railways are a major part of the common mans life. So is food.

The need arose for good food to be served to passengers on trains especially if they have a long and
arduous journey ahead of them. Today, the Indian Railway Catering and Tourism Corporation, a subsidiary of
the Indian Railways, handles the catering, tourism and online ticketing operations of the railways.

Types of Railway Catering

•Transit catering- this deals with food that is served to passengers while they are travelling. This is usually
the case in superfast trains that don’t stop often because the journey is short.

•Terminal Catering- At every station there are food establishments where passengers can get down when
the train breaks to eat food.
•In both cases, the IRCTC outsources the food to certain companies who are legally bound by contracts and
tenders to serve high quality food.

Industrial Catering

The food service needs of large companies, industrial complexes, offices, and other groups within the business
sector are many and varied. Providing meals for employees for special events, training sessions, strategic
planning meetings, and other gatherings is usually expected by those planning on being in attendance.

LECTURE 1.6
Restaurants:-

• The restaurant operates from 11am to 3pm and 7pm to 11pm.

• The type of service usually French, English the food is generally high priced.

• High quality with a lot of attention paid to the presentation and guest service. Alcohol is also served in the
restaurant.

• Full time meal is served in the restaurant.

• COFFEE SHOP

• This is a separate dining facility available in the hotel were light snacks beverages like tea, coffee etc are
available 24 hours a day.

• The service is generally waiter assisted or table service of even self service.

• No alcohol is served in the coffee shop.

• RESTO BAR

• DEFINATION

• A restaurant which serves alcoholic drinks and has characteristics of a bar or nightclub; a combined restaurant
and bar.

• Origin

• 1990s; earliest use found in The Montreal Gazette. From resto + bar, perhaps after French resto bar.

• SPECIALITY RESTAURANTS

• DEFINATION

• The restaurants in which the concept takes priority and influences the architecture, food, music, and overall
'feel' is called a themed restaurant.

• These restaurants attract customers based solely on the premise of the theme itself.
• The restaurant is built around an idea emphasizing fun and fantasy, glamour , music, sports, abstract ideas, etc

• Creative as well as culinary expertise is needed for the successful functioning of such an establishment.

• FOOD COURT

• A food court is generally an indoor plaza or common area within a facility that is contiguous with the counters
of multiple food vendors and provides a common area for self-serve dinner.

• Food courts may be found in shopping malls, airports, and parks.

• Food courts consist of a number of vendors at food stalls or service counters. Meals are ordered at one of the
vendors and then carried to a common dining area.

• ROOM SERVICE

• Food and Beverage is served in the guest room.

• It is open 24 hours a day or till late night starting very early in the morning 5am or 6 am.

• The menu is very elaborate providing all the foods snacks, Beverage, alcohol in the rooms.

• BANQUETS

• Highest revenue earning sub department of Food and Beverage service.

• Department it deal with the service of Food and Beverage far a large number of people for occasion like,
marriage, conference, meeting, parties etc.

• The service is generally buffet service or assistant waiter service at the table all types of food of various cuisine
and alcohol are served in the Banquets.

• Banquets operate according to function.

• The décor is generally according the standards of the Hotel.

• FAST FOOD OUTLETS

• They are generally not attached to a hotel and are found independently existing.

• They serve fast foods, which are easy to prepare to easy to carry and eat.

• These outlets provide very limited seating arrangements and people are not encouraged to sit and pass time in
these places.

• Service is done in disposable plates and packets

• GRILL ROOM

• It’s a restaurant which has a show kitchen preparing food in front of the guest.

• The service is generally pre-plated (American Service).

• The restaurant operates generally in evening 7 pm to 12midnight.

• The food served is generally grilled main course and snacks alcohol may be served in the grill room.

• Bar

• A very important Food and Beverage outlet in a hotel were all the alcoholic beverages are served.

• The bar operates generally from afternoon shift from 2pm to 11pm the service is at the table or counter service.

• The furnishing and décor is very elaborate based on some them as it show cases the facility of the hotel

• KIOSKS

• A kiosk refers to a small stall or booth that offers goods and services. Vendors operating from kiosks often sell
small, inexpensive consumables. For example, a newspaper kiosk. ... The kiosk provides bill details and also allows
the citizens to make direct payments.

• CARVERY

• A carvery is a restaurant where cooked meat is freshly sliced to order for customers, sometimes offering
unlimited servings for a fixed price.

• A carvery is a restaurant where cooked meat is freshly sliced to order for customers, sometimes offering
unlimited servings of side dishes such as potatoes & vegetables for a fixed price. The term is most commonly used
in the United Kingdom, Ireland, Cyprus, and Commonwealth countries like Canada and Australia, but it is also found
in the United States.

• ICE CREAM PARLOR

• Ice cream parlors (or parlours) are restaurants that sell ice cream, gelato, sorbet, and frozen yogurt to
consumers. Ice cream is typically sold as regular ice cream (also called hard-packed ice cream), gelato, and soft
serve, which is usually dispensed by a machine with a limited number of flavors (e.g., chocolate, vanilla, and "twist",
a mix of the two). It is customary for ice cream parlors to offer a number of flavors and items. Parlors often serve ice
cream and other frozen desserts in cones or in dishes, to be eaten with a spoon. Some ice cream parlours prepare
ice cream desserts such as sundaes (ice cream topped with syrup, whipped cream and other toppings)
or milkshakes.

• CAFETERIA

• A cafeteria, commonly called a canteen. It is a type of food service location in which there is little or no waiting
staff table service, whether a restaurant or within an institution such as a large office building or school halls
etc. Cafeterias are different from coffeehouses and fine dining restaurants. Here mostly we have to do self service.

• As cafeterias require few employees, they are often found within a larger institution, catering to the clientele of
that institution. For example, schools, colleges and their residence halls, department
stores, hospitals, museums, places of worship, amusement parks, military bases, prisons, factories, and office
buildings often have cafeterias

• Night Club

• They are generally attached to hotels and are open to members only.

• The operation starts late in the evening and goes on till late in the night.

• Stripes, cabarets and floorshows etc. are performed as a part of the entertainment.

• These are not seen in recognized star and commercial hotels.

• DISCOTHEQUE

• This may be attached to a hotel or may independently exist.

• The ones, which independently exist, are open to anybody who can pay but most allow only couples.

• The ones, which are attached to the hotels, are not only opened to the members but guests accompanied by
members are also allowed.

• TYPES OF CATERINGS

• HOSPITALCATERING

• Effective hospital catering services rely on sound planning and co-ordination of a range of processes involving
menu planning, procurement, food production and distribution of meals to wards and patients.

• Many staff groups are involved in meeting the nutritional needs of patients.

• In addition to the catering service staff who procure and prepare the food, nursing and medical staff play vital
roles in assessing and monitoring the nutritional status of patients.

• WELFARE CATERING

• Welfare Catering” is an extension of public assistance that provides services for senior citizens and the
disabled who fall within the income guidelines. Some of these services include; shuttle services that provide
transportation to and from doctor's appointments.

• Others include legal services, tax preparation services, health care services, family care-giver services, (for
those who are caring for a senior family member), nutrition services such as Meals on Wheels or reduced hot
lunches at Nutrition Centers.

• INDUSTRIAL CATERING

• The food service needs of large companies, industrial complexes, offices, and other groups within the business
sector are many and varied.

• Providing meals for employees for special events, training sessions, strategic planning meetings, and other
gatherings is usually expected by those planning on being in attendance.

• FLIGHT CATERING

• An airline meal, airline food, plane food or in-flight meal is a meal served to passengers on board a commercial
airliner. These meals are prepared by specialist airline catering services and normally served to passengers using
an airline service trolley.

• These meals vary widely in quality and quantity across different airline companies and classes of travel. They
range from a simple snack or beverage in short-haul economy class to a seven-course gourmet meal in a first
class long-haul flight.

• RAILWAY CATERING

• As we all know, railways are a major part of the common mans life. So is food.
 • The need arose for good food to be served to passengers on trains especially if they have a long and
arduous journey ahead of them.

• Today, the Indian Railway Catering and Tourism Corporation, a subsidiary of the Indian Railways, handles the
catering, tourism and online ticketing operations of the railways.

LECTURE 1.7
Fast-food restaurants emphasize speed of service and low cost over all other considerations. A common feature
of newer fast- food restaurants that distinguishes them from traditional cafeteria is a lack of cutlery or crockery;
the customer is expected to eat the food directly from the disposable container it was served in using their
fingers.

There are various types of fast-food restaurant:

 Onecollects food from a counter and pays, then sitsdown and startseating (as in a self-service restaurant or
cafeteria); sub-varieties:
 One collects ready portions
 One serves oneself from containers
 One is served at the counter
 Aspecial procedure is that one first pays at the cash desk, collects a couponand then goes to the food counter,
where one gets the food in exchange for the coupon.
 Oneorders at the counter; after preparation the food is brought to one's table;paying may be on ordering or after
eating.
 A drive-through is a type offast-food restaurant without seating; diners receive their food in their carsand drive
away to eat

· Most fast-food restaurants offer take-out: ready-to-eat hot food in disposable packaging for the customer
to eat off-site.

Bistros and Brasserie A brasserie is a café doubling as a restaurant and serving single dishes and other meals in
a relaxed setting. A bistro is a familiar name for a café serving moderately priced simple meals in an
unpretentious setting. Especially in Paris, bistros have become increasingly popular with tourists. When used in
English, the term bistro usually indicates either a fast casual-dining restaurant with a European-influenced menu
or a café with a larger menu of food.

Family Style Restaurant Family style restaurants" are restaurants that have a fixed menu and fixed price,
usually with diners seated at a communal table such as on bench seats. More common in the 19th and early 20th
century, they can still be found in rural communities, or as theme restaurants, or in vacation lodges. There is no
menu to choose from; rather food is brought out in courses, usually with communal serving dishes, like at a
family meal. Typical examples can include crab-houses, German-style beer halls, BBQ restaurants, hunting
lodges, etc. Some normal restaurants will mix elements of family style, such as a table salad or bread bowl that
is included as part of the meal.
Pub A pub (short for public house) is a bar that serves simple food fare. Traditionally, pubs were primarily
drinking establishments with food in a decidedly secondary position, whereas the modern pub business relies on
food as well, to the point where gastropubs are known for their high-quality pub food. A typical pub has a
large selection of beers and ales on tap.

Kiosk- Can be defined as a road side eatery , which has little if any space for being seated. The variety of Food
that is offered is very limited and the prices that are charged are also very low. This is used by the common man
for providing inexpensive snack based items .

Take away – these are those establishments which do not have any seating arrangements , the guest may order
the food over the telephone or in person . The food is then prepared on site and packed, the order maybe served
in the car of the guest ( drive in ) or he may collect it himself. There are some providers who also give a home
delivery service of food to the guests- here the food after preparation is sent to the home of the guests.

LECTURE 1.8
A food court is generally an indoor plaza or common area within a facility that is contiguous with the counters
of multiple food vendors and provides a common area for self-serve dinner. America, and Africa), it may be a
standalone development. In some places of learning such as high schools and universities, food courts have also
come to replace or complement traditional Cafeteria.

Food courts consist of a number of vendors at food stalls or service counters. Meals are ordered at one of the
vendors and then carried to a common dining area. The food may also be ordered as takeout for consumption at
another location, such as a home, or workplace. In this case, it may be packaged in foam food containers,
though one common food tray used by all the stalls might also be utilized to allow the food to be carried to the
table. Food courts may also have shops which sell prepared meals for consumers to take home and reheat,
making the food court a daily stop for some

Food is usually eaten with plastic cutlery, and sporks are sometimes used to avoid the necessity of providing
both forks and spoons. food courts have mostly fast food chains such as McDonald's and Sbarro, Panda
Express with perhaps a few smaller private vendors. Cuisines and choices are varied, with larger food courts
offering more global choices. Asian and African food courts are mostly private vendors that offer local cuisine.

In the 1990s, food courts became a shopping mall staple. Food courts have become such a part of the culture
that colleges and universities have started to incorporate food-court like settings in their cafeteria, and even
bringing in name-brand franchises (i.e. KFC, Taco Bell, Subway, etc.) into partnership with the schools. Soon
after, airports, as well as many office buildings, have opted for the food court layout in their spaces as it allows
for diversity and allowing for franchises and businesses to gain a wide spectrum of consumers. Since the food
court culture is being constantly encouraged, a whole community of regular fast-food consuming has become a
part of the North American society.

In 2010, eating out became more common for an average American in comparison to eating at-home meals.
Approximately 47% of their food budget would go towards eating out at restaurants or at food courts.
 LECTURE 1.9
 A kiosk refers to a small, temporary, stand-alone booth used in high-traffic areas for marketing purposes.
 Kiosks may be manned by one or two individuals or may be electronic.
 These booths are considered to be low-cost marketing strategies that are great alternatives for new, emerging
entrepreneurs.
 The different types of kiosks include employment kiosks, foodservice kiosks, healthcare kiosks, Bitcoin kiosks,
and photo kiosks.
 Kiosks can help raise brand awareness and provide an interactive way for consumers to engage with a company.
They can also be frustrating if they are not maintained properly thereby hurting a brand's image.
Understanding Kiosks

Kiosks are generally small booths set up in high-traffic areas. You may see them in the walkways of shopping
centers. They may be manned by individuals who sell a product or service; anything from toys and hair care
products to insurance or credit cards.

Kiosks are not always supervised by humans. Some, in fact, are electronic, providing consumers with a self-
service-style experience. These kiosks normally complement an existing service already offered by the kiosk
owner. For example, some provincial government agencies in Canada allow the general public to perform
certain tasks like renewing car registration or updating personal information for health cards and driver's
licenses using electronic kiosks that act much like automated teller machines (ATMs). This allows the consumer
to execute these tasks on their own without having to wait in line at a provincial ministry.

Because of their small, temporary natures, kiosks can be low-cost marketing strategies. Malls and
other lessors may charge a smaller amount of rent to kiosk owners who might not need or afford a larger retail
space. Kiosks can be a great way for new, emerging entrepreneurs to give their businesses a kickstart without
sacrificing cost. That's because they give companies a human face and provide customers with the opportunity
to ask questions about their products. Electronic kiosks give consumers a hassle-free, convenient experience.

History of Kiosks

Kiosks in the form of simple stalls or booths have been around for hundreds of years in one form or another.
The first vending machines date back to the 1880s, which is when the idea of self-service was first brought to
the public. These vending machines sold simple items, such as gum and postcards.1

ATMs first came into use in the 1960s and set the template for how kiosks are known today. These types of
machines took a while to catch on as individuals still preferred conducting financial transactions in person.
In 1970, IBM partnered with American Airlines and American Express to create the first airline ticket self-
service kiosk. In 1977, the first complete self-service interactive kiosk was established at the University of
Illinois, providing campus information to students and visitors.1

In 1985, the Florsheim Shoe Company established the first network of kiosks. It consisted of 600 kiosks where
shoppers could search for shoes in other locations, pay for them, and have them directly shipped to their
homes.1

Types of Kiosks

Kiosks vary based on the nature of the business and whether the owner intends to make it electronic or man it
with individuals. The location generally has a relation to the nature of the kiosk as well. A local newspaper
might set up a kiosk at a grocery store to sign up new subscribers. Similarly, credit card companies often set up
kiosks in airports to seek new customers for a credit card that offers frequent-flyer miles.

Employment Kiosks

In addition to kiosks that sell retail products or services, some companies set up employment kiosks where job
seekers can apply for work. This type of kiosk is especially common in chain stores such as Walmart.
Employment kiosks provide a way to quickly identify promising candidates, who will often receive an interview
on the spot.

The kiosk may include a computer station at which the applicant can use a keyboard or touchscreen to input
their employment history, education, and personal data. Some employment kiosks also administer assessment
tests to help determine an applicant's strengths and weaknesses. Information collected at the kiosk is frequently
available to the hiring manager almost immediately.

Food Service Kiosks

In an effort to streamline the process of taking food orders, some restaurants install self-service kiosks.
Customers can follow interactive prompts to select their meal and customize their order. The kiosks usually
accept credit or debit cards, eliminating the need for a human cashier. When restaurants use kiosks, the need for
counter personnel is reduced, lowering payroll costs for the company.

Healthcare Kiosks

The healthcare industry is also starting to implement kiosks as a method for accepting bill payments, checking
in patients for appointments, and patient record keeping. At some kiosks, patients can even take their own blood
pressure or perform other non-invasive tests and then relay the results to their doctors. In some cases, medical
kiosks also offer educational videos about medical conditions and their treatments.

Patient kiosks can reduce medical costs by cutting down on paperwork and eliminating some clerical staff
positions. Critics of medical kiosks are primarily concerned with patient confidentiality in their arguments
against their use.

Advantages and Disadvantages of Kiosks

Advantages
The primary advantage of a kiosk is that it improves the customer's shopping experience. Kiosks are easily
accessible and the individuals working there are usually pleasant and ready to help, both of which make it
simpler to provide the customer with detailed information on your product or service.

Another advantage is that because of their small size and ease of being built, kiosks can be strategically placed
in a location that will receive a lot of foot traffic, thereby increasing your customer base. The more visible and
accessible your business is, the likelier you will experience Growth.

Kiosks can also reduce your business costs. The use of interactive kiosks removes the need for staff, thereby
cutting down on employee wages and salaries. Kiosks also don't require the same costs of renting retail space in
a shopping center or storefront, thereby reducing rental costs. The costs saved on labor and rent can be used in
other aspects of growing your business, such as sales and marketing.

Kiosks also work as a branding tool and can help generate interest in your product. Uniquely designed kiosks,
especially interactive ones, may attract new customers through sheer curiosity. A kiosk that provides a unique
experience may generate goodwill with a consumer and raise awareness of your brand and product.

Disadvantages

Kiosks may keep those customers away that prefer to deal with actual people rather than machines. This is
particularly true for self-service kiosks, which may sometimes be difficult to operate for those that are not tech-
savvy and may increase their frustration.

Larger, built-out kiosks may be difficult to move if needed as they are established in one place. This would
require increased costs of taking it down and moving it or the need to build a new kiosk in another location.

Kiosks that do not have actual staff working there may be subject to an increase in crime, such as shoplifting
and vandalism. This would require incorporating security measures, whether that be security alarms, cameras,
or guards.

Kiosks will always require maintenance. Those that break down or have technical issues without an employee
on hand to fix them or assist the shopper could hurt business and leave customers with a bad user experience,
hurting your brand.

LECTURE 1.10
self-service restaurant in which customers select various dishes from an open-counter display. The food is
usually placed on a tray, paid for at a cashier’s station, and carried to a dining table by the customer. The
modern cafeteria, designed to facilitate a smooth flow of patrons, is particularly well adapted to the needs of
institutions—schools, hospitals, corporations—attempting to serve large numbers of people efficiently and
inexpensively. In addition to providing quick service, the cafeteria requires fewer service personnel than most
other commercial eating establishments.

Early versions of self-service restaurants began to appear in the late 19th century in the United States. In 1891
the Young Women’s Christian Association (YWCA) of Kansas City, Missouri, established what some food-
industry historians consider the first cafeteria. This institution, founded to provide low-cost meals for working
women, was patterned after a Chicago luncheon club for women where some aspects of self-service were
already in practice. Cafeterias catering to the public opened in several U.S. cities in the 1890s, but cafeteria
service did not become widespread until shortly after the turn of the century, when it became the accepted
method of providing food for employees of factories and other large businesses.

Ice cream parlors

are places that sell ice cream, gelato, sorbet, and/or frozen yogurt to consumers. Ice cream is typically sold as
regular ice cream (also called hard-packed ice cream), and/or soft serve, which is usually dispensed by a
machine with a limited number of flavors. While the origins of ice cream are often debated, most scholars trace
the first ice cream parlor back to France in the 17th century. In 1686, Francesco Procopio del Coltelli opened
Paris' first café. Until 1800, ice cream remained a rare and exotic dessert enjoyed mostly by the elite. The
introduction of insulated ice houses in 1800, the first ice cream factory in Pennsylvania in 1851, and industrial
refrigeration in the 1870s made manufacturing and storing ice cream much simpler. The first ice cream factory
was built by Jacob Fussell, a milk dealer who bought dairy products from Philadelphia farmers and sold them in
Baltimore. The mass production of ice cream cut the product's cost significantly, making it more popular and
more affordable for people of lower classes.