Report on the Success Factors of a

Food and Beverage Operation and Challenges

Faced by the Restaurant Business during and
Post-COVID 19 in Oman

Managing the Food and Beverage Business

(04FBB)

Semester: Spring 2021-22

Submitted by: Omar Khan 18F004

Submitted to: T. Matthew Chacho (Department of Hospitality Studies)
Date of Submission: 20.4.2022
Table Of Contents
Section 1: Introduction.........................................................................................................................3
Section 2: Analysis of questionnaire....................................................................................................4
Section 3: Challenges faced by the restaurant during and post- COVID 19 time on the restaurant
business..............................................................................................................................................13
Section 4: Conclusion.........................................................................................................................13
Section 5- Appendices........................................................................................................................14
Questionnaire.................................................................................................................................14
References......................................................................................................................................18

List of Figures
Figure 1: Gender of Respondents.....................................................................................................3
Figure 2: Major Succes Factor According to Respondent..................................................................4
Figure 3: Location Preference of the Respondents...........................................................................4
Figure 4: Is Service Good?................................................................................................................5
Figure 5: Is the Food Made Well?.....................................................................................................5
Figure 6: Does the Menu Have a Variety of Options?.......................................................................6
Figure 7: Is the Food Served Quickly?...............................................................................................6
Figure 8: Does the Restaurant Have a Good Ambience?...................................................................7
Figure 9: Cleanliness of the Restaurant............................................................................................7
Figure 10: Agreeableness on the Location of the Restaurant...........................................................8
Figure 11: Agreeableness on Being All-Veg Being a Positive Factor..................................................8
Figure 12: Agreeableness on the Staff Being Friendly.......................................................................9
Figure 13: Agreeableness Quality of Food........................................................................................9
Figure 14: Agreeableness on the Ambience of the Restaurant.......................................................10
Figure 15: Agreeableness if Food is Delivered on Time...................................................................10
Figure 16: Agreeableness on the Restaurant Being Well Maintained.............................................11
Figure 17: Agreeableness on Food Being Affordable......................................................................11
 Section 1: Introduction
The food and beverage industry is one of the major industries in the world. According to
Trish Novicio (2021), the food industry is ranked 7 th in her list of top 10 industries of the
world, with its market value being $5 trillion in 2021. This number is suspected to grow
even more in the coming years, with food and beverages being one of the most essential
things for a human. Over the years, many restaurants have opened and many of them being
unique. The restaurant types vary from, fast food chains, food trucks, fine dining, casual
dining, cafes, pop up restaurants, family diners and many more, each having their own
reasons for being popular and profitable. For a restaurant to be successful, they must take
into consideration many factors. Some of the major factors are, having a great location,
right concept, good execution, good service, and meeting customer expectations. (Wilson,
2016)

Ghasitaram Halwai, is one of the most popular all-veg restaurant in Muscat. Its ownership
style is partnership. Their main target of customers are the vegetarians in Muscat and with
their pricing being reasonable and food quality being good, they have succeeded in their
attraction of their targeted customers. A questionnaire was given out to people for their
opinion on the success factors of Ghasitaram Halwai, and 23 people responded to it.
 Section 2: Analysis of questionnaire

Gender

30%

70%

Male Female

Figure 1: Gender of Respondents

From the above figure, it is visible that 70% of the respondents were male and 30% were
female.

What according to you is the major success factor of a Figu

restaurant to succeed? re
2:
13%

30%
9%

9%

39%

Great Location Right Concept Execution

Service Meeting Customer Expectation
Major Succes Factor According to Respondent
From the above figure, it is observed that, 13% of the respondents believe that a great
location is one of the major success factors for a restaurant to succeed, 9% believe that a
right concept can lead to success, 9% believe that good execution leads to success, 39% of
the respondents believe that great service leads to a successful restaurant and 30% of the
respondents believe that the restaurant should meet customer expectations to be

Do you think the location of Ghaistaram Halwai is good?

22%

78%

Yes No
successful.

Figure 3: Location Preference of the Respondents

In Figure 3, it is observed that 78% of the respondents think that the location of Ghasitaram
Halwai is good and 22% of the respondents think that it is not good.

Do you think Ghaistaram Halwai provides good services?

9%

91%

Yes No
 Figure 4: Is Service Good?

From Figure 4, we can see that 91% of the respondents think that Ghasitaram Halwai
provides good services and 9% of the respondents think that they don’t.

Figu
Do you think the food sold is made perfectly? re
5: Is
17%
the

83%

Yes No
Food Made Well?

From Figure 5, we can see that 83% of the respondents believe that the food sold is made
perfectly and 17% of the respondents disagree.

Does the menu have enough options to choose from?

26%

74%

Yes No

Figure 6: Does the Menu Have a Variety of Options?

From Figure 6, it is observed that 74% of the respondents believe that the menu of
Ghasitaram Halwai has a lot of options to choose from and 26% of the respondents believe
that it doesn’t.

Do they serve their food quick?

17%

83%

Yes No

Figure 7: Is the Food Served Quickly?

From Figure 7, it is observed that 83% of the respondents believe that Ghasitaram Halwai
serves their food quickly and 17% of the respondents disagree.

Do you like the ambience of the restaurant?

39%

61%

Yes No

Figure 8: Does the Restaurant Have a Good Ambience?

From Figure 8, it is observed that 61% of the respondents like the ambience of the
restaurant and 39% of the respondents don’t like the ambience.

Figu

Is the restaurant well maintained and clean? re

9:
9%

91%

Yes No
Cleanliness of the Restaurant

From Figure 9, it is observed that 91% of the respondents believe that Ghasitaram Halwai is
well maintained and is kept clean and 9% of the respondents believe that it is not
maintained and cleaned well.

The restaurant is situated in a good location.

4.5%

31.8% 40.9%

22.7%

Strongly Agree Agree Neutral Disagree Strongly Disagree

Figure 10: Agreeableness on the Location of the Restaurant
From Figure 10, it is observed that 40.9% of the respondents strongly agree on the
statement that “The restaurant is situated in a good location”, 22.7% agree on the
statement, 31.8% have a neutral stance on the statement, 4.5% of the respondents disagree
on the statement and none of the respondents strongly disagree.

Their concept of all the items being veg favors them

4.8%

38.1%
33.3%

23.8%

Strongly Agree Agree Neutral Disagree Strongly Disagree

Figure 11: Agreeableness on Being All-Veg Being a Positive Factor

From Figure 11, it is observed that 38.1% of the respondents strongly agree on the
statement that “Their concept of all the items being veg favors them”, 23.8% agree on the
statement, 33.3% have a neutral stance on the statement, 4.8% of the respondents disagree
on the statement and none of the respondents strongly disagree

The staffs are friendly.

9.5%

23.8%
52.4%

14.3%

Strongly Agree Agree Neutral Disagree Strongly Disagree

 Figure 12: Agreeableness on the Staff Being Friendly

From Figure 12, it is observed that 52.4% of the respondents strongly agree on the
statement that “The staffs are friendly”, 14.3% agree on the statement, 23.8% have a
neutral stance on the statement, 9.5% of the respondents disagree on the statement and
none of the respondents strongly disagree.

The quality of food is really good.

4.8%

19.0%

47.6%

28.6%

Strongly Agree Agree Neutral Disagree Strongly Disagree

Figure 13: Agreeableness Quality of Food

From Figure 13, it is observed that 47.6% of the respondents strongly agree on the
statement that “The quality of food is really good.”, 28.6% agree on the statement, 19%

The ambience of the restaurant is good.

9.5%
19.0%

14.3%

14.3%

42.9%

Strongly Agree Agree Neutral Disagree Strongly Disagree

have a neutral stance on the statement, 4.8% of the respondents disagree on the statement
and none of the respondents strongly disagree.

Figure 14: Agreeableness on the Ambience of the Restaurant

From Figure 14, it is observed that 19% of the respondents strongly agree on the statement
that “The ambience of the restaurant is good.”, 42.9% agree on the statement, 14.3% have
a neutral stance on the statement, 14.3% of the respondents disagree on the statement and
9.5% of the respondents strongly disagree.

Your food is delivered on time.

5%
5%

25% 45%

20%

Strongly Agree Agree Neutral Disagree Strongly Disagree

Figure 15: Agreeableness if Food is Delivered on Time

From Figure 15, it is observed that 45% of the respondents strongly agree on the statement
that “Your food is delivered on time.”, 20% agree on the statement, 25% have a neutral

The restaurant is clean and maintained well.

5%
10%
30%

25%

30%

Strongly Agree Agree Neutral Disagree Strongly Disagree

stance on the statement, 5% of the respondents disagree on the statement and 5% of the
respondents strongly disagree.

Figure 16: Agreeableness on the Restaurant Being Well Maintained

From Figure 16, it is observed that 30% of the respondents strongly agree on the statement
that “The restaurant is clean and maintained well.”, 30% agree on the statement, 25% have
a neutral stance on the statement, 10% of the respondents disagree on the statement and
5% of the respondents strongly disagree.

The food prices are affordable.

5%

20%

50%

25%

Strongly Agree Agree Neutral Disagree Strongly Disagree

Figure 17: Agreeableness on Food Being Affordable

From Figure 16, it is observed that 50% of the respondents strongly agree on the statement
that “The food prices are affordable.”, 25% agree on the statement, 20% have a neutral
stance on the statement, none of the respondents disagree on the statement and 5% of the
respondents strongly disagree.
 Section 3: Challenges faced by the restaurant during and post-
COVID 19 time on the restaurant business

Covid 19 had taken the world by shock, causing so much economical damage to many
industries in the world. One of the industries that was damaged the most was the
restaurant industries. Many restaurants had shut down due to the pandemic and the
restaurants that didn’t shut down were facing massive losses. According to Rogers (2021),
“More than 110,000 eating and drinking establishments closed last year, either temporarily
or for good, and 2.5 million restaurant industry jobs disappeared, according to a new report
that tallies the devastating toll of the pandemic.”.

Ghasitaram Halwai was no different from these other restaurants. When the pandemic
began, and they were forced to shut their doors for walk in customers and were taking
orders from people right outside their restaurant and through food delivery applications.
This reduced the number of customers that they used to get drastically and created losses
for the restaurant. With the losses they had to cut down on their staff to maintain their
ongoing processes. Once the doors for restaurants had opened again, they were only
allowed to have 50% of customers as maximum capacity. This had allowed them to slowly
recuperate their losses when covid had started, but it was still not enough, as customers
were scared and were not willing to dine in, rather they would prefer ordering online. As
the impact of Covid 19 started to reduce, people have started going more often to the
restaurants and things are slowly getting back to better for Ghasitaram Halwai and many
other restaurants.
 Section 4: Conclusion

Through this report we can say that the most evident signs of Ghasitaram Halwai’s success,
comes from their service being great. This can be seen through the analysis of the
questionnaire and with Covid 19 finally not being as much of a threat as it initially was,
more and more people start to revisit Ghasitaram Halwai, and even more new customers
will be attracted to the restaurant, as they were aware of what makes a restaurant
successful.

Section 5- Appendices
Questionnaire
References
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