Introduction to
Hotel Industry and growth of Hotel Industry in INDIA
Definition
of Hotel:
A hotel is an establishment that
provides basic services of food, beverage and accommodation to the ones who are
in the capacity to pay for it and in the ability to receive it.
By British law Hotel or Inn
is defined as “a place where a bonafide traveler can receive food and shelter,
provided he is in a position to pay for it and in a condition to receive it”
What
is Hotel Management?
It is a field that applies principles
and information derived from a number of disciplines regarding selling food,
beverages and lodging to persons away from home.
Growth
of Hotel Industry:
Hospitality is the second oldest commercial
endeavors known to man. Inextricably bound together with the hotel and
restaurant business is travel and tourism, a business that provides services to
travelers. In fact, the hotel industry has emerged due to the invention of
wheel when people began to travel; and the logistics of carrying food for several
days became a problem. Hence, at convenient spots, informal lodging operators
started providing places to stay and eat in exchange for goods or money.
The earliest inns were ventures by
husband and wife teams who provided large halls for travelers to make their own
beds and sleep on the floor. They also provided modest wholesome food, thirst
quenchers like wine, port, ale, etc. and stabling facilities. The entire
cooking, service and recreation was provided by the husband and wife team and
his family.
These conditions prevailed for several
hundred years. The advent of the industrial revolution in England brought ideas
and progress in the business of inn keeping. The development of railways and
steamships made travelling more prominent. The industrial revolution also
changed travel from social or government travel to business travel. There was a
need for quick and clean service.
The lead in hotel keeping was taken by
the emerging nations of Europe, especially Switzerland. It was in Europe that
the birth of an organized hotel industry took place in the shape of chalets and
small hotels which provided a variety of services and were mainly patronized by
the aristocracy of the day.
The real growth of the modern hotel
industry took place in the USA beginning with the opening of City in New York
in 1794. This was the first building specifically erected for hotel purposes.
This eventually led to great competition between different cities and resulted
in Frenzied hotel building activity. Some of the finest hotels of the USA were
built in this era, but the real boom in hotel building came in the twenties.
This period also saw the beginning of chain operation under the guidance of E.M
Statler. It involved big investments, big profits and trained professionals to
manage the business.
Initially, travel was for conquests,
discovery and trade, with later-day travel extending to pleasure, now a
billion-dollar business with operators providing all kinds of options other
than just tourist needs of sightseeing.
Nowadays travel is for sports, for study and even for therapeutic
reasons.
Growth
of Hotel Industry in INDIA-:
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, snorkeling, 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
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.
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.
The
Meal Experience:
A professional server must understand
why people eat out. The main aim of food and beverage operations is to achieve
customer satisfaction. In other words, to meet the customer’s needs.The needs
that customer might be seeking to satisfy are:
Hunger:
(Physiological) is the basic
need for survival. The body needs food for energy and sustenance. People may
satisfy this basic need by buying food from any stall or outlet based on
availability and budget.
Convenience:
(Economic) is an
intangible factor that forces people to eat out. Many people who do not have
time or resources to prepare meal at home, find eating outlets convenient.
There are outlets that cater to all segments of society. e.g Working people go to an outlet that can
provide them food within the given time and budget for a particular meal.
Shoppers may combine their meal with shopping and mall food court.
Social
Occasions: (Social) are great
reason why people eat out. Businessmen may want to entertain their clients or
families want to celebrate birthdays, anniversaries, religious festivals, etc.
in a specialty restaurant. Up market restaurants cater to status and social
needs.
Entertainment:
Need
for enhancement of self –esteem, fulfilling life style needs, the need for
variety, as a result of advertising and promotion are great reasons to eat out.
That is why restaurants go beyond food and provide costumes, showmanship,
impulse buying, décor, music etc. to create an amusing environment.
How
do People Choose a Restaurant?
·
Reputation:
·
Price:
·
Atmosphere:
·
Quality:
·
Uniqueness:
·
Portion
Size:
·
Consistent
Standards:
·
Service
Levels:
·
Location:
Hospitality
Industry Chart/Types Of F&B Operations/ Structure Of Catering
Establishments
The term hospitality refers to the treatment
meted out to a guest either at home or any commercial establishment or any
other establishment, which exists for the purpose either the objective being making money, or for
charity. The term hospitality industry includes all different types of hotels,
motels, resorts, restaurants and those establishments, which exist for same
purpose.
Hospitality industry is basically
divided into three major categories. They are,
CATERING
ESTABLISHMENTS
|
COMMERCIAL
CATERING
|
TRANSPORT CATERING
|
WELFARE CATERING
|
RESIDENTIAL
|
NON-RESIDENTIAL
|
Hotel
Motel
Resorts
Floatel
Lodge
Guest House
Circuit House
|
Restaurants
Bars
Pubs
Discotheques
Nightclubs
Kiosk
Fast Food Outlets
Cafeteria
|
Railway
Catering
Airline
Catering
Marine
Catering
|
Industrial
Catering
Institutional
Catering
Service
Catering
|
Commercial Catering
Commercial catering involves doing the
business of catering for the objective of making profit through customer
satisfaction. The main objective of concern is to make money. Money cannot be
made without the achievement of customer satisfaction. At the same time the
existence of the business concern is also not possible without profit. So from
a commercial establishment’s point of view both the profit and customer
satisfaction are equally important and one cannot be prioritized over the
other.
Commercial catering can be divided into
two main categories. They are,
1. Residential Catering
This category
involves organization, which provides the facility of accommodation. They may
or may not provide the facility of food and beverage.
The different
examples under this category are,
§
Hotel
§
Motel
§
Resort
§
Floatel
§
Lodge
§
Guest
house
§
Circuit
house
I.
Hotels
Hotels are
establishments or business premises, which provide the basic facility of
accommodation as well as food and beverage. An establishment cannot be called
as hotel if any one of the facilities is absent. Depending upon the additional
facilities offered by the hotel, they could be classified into one star, two
star, etc up to five star. The hotel can be categorized into various types
depending upon factors like location, type of clientele, length of stay, type
of plan, etc. on the basis of location, hotels can be divided into downtown
hotel, suburban hotel, motel, transit hotel & inn group hotel and business
hotels, etc.
II.
Motels
The term motel
has been derived from the term “motor hotel”. The establishments are normally
located on highway sides and they aim at catering to the customers travelling
by the highway in their own vehicles. Such travelers may like to spend a night
in the motel before resuming the journey the next morning. Motels normally
provide the travelers with the facility of the most basic type of accommodation
and limited facility of food and beverage. Traditionally such establishments
are attached with refueling and servicing facility. These establishments are
not as expensive as the commercial hotels. The normal duration of stay of the
guest in these hotels is comparatively lesser than the normal duration of stay
of the guest in the commercial hotel.
III.
Resort
These are
normally located in the remotest places far away from cities. People go to
these places to get relieved from the hectic daily life and spend some time
with friends, family, and relatives in leisure for fun and recreation. Resorts
can be several types such as beach resort, hill resort, summer resort, winter
resort, etc. Resorts provide all the recreational facilities depending upon
what kind of a resort is it. Resorts are marked by the distinct on and off
seasons. Resorts normally sell their rooms on a package basis. The normal duration
of the stay of a guest in a resort is more than the average duration of stay of
a guest in a commercial hotel.
IV.
Floatels
The best
examples of these hotels are seen in the Dal Lake of Jammu and Kashmir. These
comprise self-contained rooms, which provide the luxury of a five star hotel.
The rooms are attached with a kitchen and all other amenities, which are
required to make the stay of a guest comfortable. The Kerala government is
planning to construct houseboats in the same line as J&K to attract the
domestic as well as international tourists.
V.
Guest House
These are
comparatively less expensive than the star hotels. They provide moderate
standard of accommodation and food & beverage services at a reasonable
rate. The standard of hospitality is much inferior to the standard of
hospitality of the star hotels. Different companies sometimes maintain
guesthouses for their guests and other important personnel as and when the
company requires them. Guesthouses can also be privately owned.
VI.
Circuit House
These are government
guesthouses. Here the standard of hospitality is comparatively better than the
standard of hospitality of a guesthouse. The state government normally
maintains these for the delegates from other states. Normally the stay at the
circuit house is complimentary and the expenses are taken care of by the state
government.
VII.
Lodge
These are
catering establishments, which provide the facility of only accommodation. Food
and beverage are not provided here. These are normally present in the busy
commercial areas and near the train and bus stations. They are not as expensive
as the star hotels. The standard of hospitality is not as good but somehow
manages to give value for money.
VIII.
Youth Hostel
These are not as
elaborate as hotels and motels in the standard of F&B and accommodation.
They are much cheaper than hotels and provide basic accommodation to bachelors
or spinsters who stay away from family for work or educational purposes. Food
and beverage may or may not be served. Tiffin or cafeteria facility may be
available attached to the hostel.
1. Non-Residential Catering
This category
includes catering establishments, which provide the facility of food and
beverage. No accommodation is provided. The main examples are as follows:
§
Restaurants
§
Bars
§
Pubs
§
Discotheques
§
Night
clubs
§
Kiosks
§
Fast
food outlets
§
Cafeteria
I.
Restaurant
These are into
the business of serving only food and beverage to the customers. They do not
provide the facility of accommodation. They can be attached to a hotel or
independently existing. A restaurant can be either a multi-cuisine or a
specialty restaurant. Specialty restaurant normally operates for lunch and
dinner. Specialty restaurant can be attached to a hotel or can independently
exist. Multi-cuisine restaurant are traditionally stand –alone or independently
existing. Specialty restaurants are comparatively more expensive than the
multi-cuisine restaurants. Specialty restaurants serve one type of cuisine like
either Chinese or Indian or Italian or Mexican, etc. each and every aspect of
the service reflects some typicality of that culture or region whose cuisine is
being served.
II.
Bar
Bar specializes
in alcoholic beverage service. Bar can be attached to a hotel or can
independently exist. Although some kinds of light snacks are served, their main
commodity of business is alcoholic beverage. They are strictly regulated by the
governmental regulations. All the bars have a specific time of operation and
they are not supposed to operate after that. Each and every transaction record
is kept appropriately authority and the necessary records are produced before
the appropriate authority as and when they asked for. All the inventories are
to be maintained as per the guidelines laid down by the concerned authorities
and their records are to be maintained accordingly.
III.
Discotheque
These are
F&B outlets, which are mainly into the business of dance and encourage
people to come and dance in these outlets. Discotheques are attached to a hotel
or can independently exist. Most discotheques are attached to a bar to serve
alcoholic beverages to the patrons. Discotheques have strict hours of operation
and their operations are strictly regulated by the regulations laid down by the
government or any other component local authority. All discotheques have a dance
floor attached for the customers to dance. Discotheques are marked by unique
lighting and music arrangement to create an ambience to encourage patrons to
dance.
IV.
Pubs
The concept of
pubs started in the traditional British society with an objective of encouraging
the old and the retired people to assemble and chitchat over a bottle of beer.
Traditionally pubs serve beer only. Over the years, the concept of pubs has
changed and they are not different than bars serving all kinds of alcoholic
beverages. In India local law strictly regulates the operation of pubs and just
like bars they too have specific operational timings.
V.
Nightclubs
These are
F&B outlets, which are traditionally open for the members and not for
outsiders. The nightclubs start operating late in the evening and continue
operating till quite late at night. Alcoholic beverages are served. Snacks and
light meals are also served. Nightclub operations traditionally involve some
kind of an entertainment either in form of musical performance, group or solo
dance, cabaret and floor show, etc.
VI.
Kiosks
Independently
existing food stalls are known as kiosks. They are small food outlets which
deal with ready-made foodstuffs, bottled beverages, cigarettes, tobacco, etc.
They have no specific timings of operation but most of them stop operating
after mid-night.
VII.
Fast Food
Outlets
Fast food
outlets are recent development in India although fast food concept has existed
in the western countries since many years back. Fast food outlets specialize in
food which can be prepared fast, served fast and eaten comfortably on the way
to office or work place. Not much seating arrangement is given and emphasis is
given on quick preparation and service of food. Most fast food outlets
operations involve guest going up to the counter and ordering for food and
beverage and making payment at the same counter, collecting his order from
either the same or nearby counter and eating in the same premises itself or
carrying it to be eaten on his way.
VIII.
Cafeteria
These are
normally seen attached to airport, railway stations, etc. In these outlets food
is displayed in glass counter and the guest are excepted to move along the
counter and pick up the food they like and either pay then and there or pay at
the end of the counter. Seating arrangements are provided in the cafeteria.
IX.
Vendors
They are
generally present on main roadside and railway platforms. They generally deal
with local food and non-alcoholic beverages. They normally cater to financially
weaker section of the society. No seating arrangement is provided due to lack
of space. Generally people on movement avail these facilities; hence these
units deal with food and beverage, which can be picked up conveniently and
eaten on the move.
2. Transport Catering
This category of
catering involves service of food and beverage in the various modes of
transport. This kind of catering has become very professional and developed
nowadays. This branch of catering constitutes a significant part of the entire
world of catering. Transport catering comprises of the following categories:
·
Railway
Catering
·
Airline
Catering
·
Sea/Marine
Catering
I.
Railway Catering
In the mid 19th
century the railway network began in India with an operation that was to extend
the length and breadth of the vast subcontinent. With travel made easier,
people who traveled from one part of the country to the other required food,
drink and route. At most of the larger stations catering refreshment rooms were
opened. The trains would halt for an appropriate length of time so that the
passengers could get a simple meal.
Passengers
unable to afford the luxury of eating in the refreshment room could get snacks
from numerous vendors on the station platform.
Railway
companies went to the extent of setting hotels attached to the stations so that
the passengers who were travelling from one region to another could get some
comfort. The luxury of sleeping cars and restaurant cars were a much later
development.
At the turn of
the century the railway ministry decided to contract out the catering
requirements to attract companies with catering background so that the
travelers could be more professionally served during their long journey.
The Role Of
Spencer In Railway Catering
The association
of Spencer with railway catering began as early as 1910. Spencer was a company
of repute with large network. All over India catering was done on contractual
basis. The catering and hotel division of Spencer was responsible for this
operation. The Spencer was catering under their own name to the madras and southern
railway. Also under the name “Brodons” they were catering to the great
peninsular railway whose headquarter was in Bombay. Under the name “Kellners”
they catered to the Bengal Nagpur railway and also the northwest frontier
railway between Delhi, Amritsar and Lahore. Even at that time, Spencer had 180
refreshment rooms all over the country. The size of the restaurant, the staff
and menu were structured to meet the demands of the people passing by that
particular area.
The biggest
refreshment room had a bar attached since prohibition was non-existent then.
Still larger facilities dispensed small items such as medicines, aerated drinks
and tobacco.
In minor trains,
the guard on checking tickets would take order from the passengers of first,
second and even third class passengers and telegraph the same to the station
ahead depending on the time of the train. Food, crockery, cutlery and glassware
were brought in baskets which would hold food for 2-3 persons. Food for one
person is usually preplated which for 2 or more is served in ceramic dishes.
The size of the basket was quite large, measuring 2ft by 1.5ft. the most
important part of the operation was that of the halting of trains was adjusted
to suit the meal timings. In faster trains, express and mail they had pantry
cars and restaurants on wheels, fitted with regular kitchen, a pantry and an
eating area. The cooking fuel was coal. Menus were quite elaborate and
reflected British rather than Indian taste. Breakfast would consist of
porridge, toast with preserves and butter, and tea or coffee. Lunch would
include soup, chicken or mutton curry before dessert.
Catering was
considered as an amenity promised to travelers rather than a business. The food
served was cheap and wholesome. This was possible because Spencer were given
free supplies of coal and free freight for all provisions and perishables.
Aerated water was supplied to refreshment rooms by the representative zonal
factories.
After
independence Spencer lost contract being a foreign company.
Railway Catering
Today:-
Today railway
catering is much more sophisticated than what it used to be in the years gone
by. Today majority of the trains are being catered to by outside contractors
who are quite experienced and professional. Some trains are still looked after
by the department of railway as far as the catering aspect is considered. Food
in most cases is supplied in disposable aluminum foils and in case of upper
class compartments in hot cases. Food in most of the trains is prepared in the
pantry car of the train itself. So the food is served piping hot then and
there. The hygiene quality has also improved compared to earlier times. Many
stations are starting to have a restaurant of well-known brand names. Recently
the ITDC has undertaken the responsibility of developing the standard of
railway catering. Due to suck multi-dimensional approach of the government,
supported by the effort of the private sector the standard of railway catering
is on the rise and will keep getting better off.
In railway catering, PALACE ON WHEELS is the most prestigious
service offered by IRTC, a subsidiary of Indian railways.
II.
Airline Catering
Unlike the other
transport system like the rail or ocean liners, air transport carry pre-plated
food on board as there is no facility available on airline for cooking or
presentation. Most airlines design or plan flight-catering establishments or
kitchens to meet their requirements.
The system was
to continue until the country was nationalized and was divided into two
separate corporations, one for domestic route and the other for international.
Modernization
and expansion increased the carrying capacity of passengers in both airlines.
It was necessary to increase and expand the catering services with a standard
compatible to the cost of airline ticket.
To cope with the
need of international airline carrier several flight kitchens were established
in Bombay (Mumbai), Delhi, Calcutta (Kolkata) and Chennai. Air India started a
subsidiary company called the HCI (Hotel Corporation of India) with a view to
operate flight kitchens and accommodate passengers in five star hotels at the
major airports. Indian airlines also started a subsidiary company called the
Allied service to establish flight kitchens at airports where there are no HCI
flight catering establishments. There are plans to establish flight kitchens
and hotels at the new domestic airport complex in Chennai. This will be a part
of Allied service chain.
Meals served in
the aircraft during the journey are included in the ticket fare. Most airline
meals are deep-frozen, often in blast freezers. Blast freezers are units, which
freeze hot food within seconds to prevent the loss flavor as well as bacteria
from breeding. The food items are placed in individual casseroles and are stored
in the freeze until required. They are transported in portable freezers or on
dry ice to the aircraft. They are then heated as required with the aid of
microwave oven and served to the passengers.
III.
Marine/Sea
Catering
It is referred
to marine catering and it is divided into two major parts,
i.
Cruise Line
Catering
Here the
catering is done to the passengers travelling in the cruise ships. The modern
day luxury cruise liners have a very high. They are equipped with facilities
like restaurants, ballroom, discotheques, casino, swimming pool, laundry, etc.
on board. The quality of service is exclusive compared to the f&b standard
of a five star hotel. The passenger’s meal price is included in the price of
the ticket. All the meals during the journey are taken care of by the cruise
liners. The highest standard of F&B as well as service is provided here.
All the necessary ingredients are picked up from the part of origin including
water to cover up the requirement for the entire duration of the cruise and
some extra stock for 3-4 days in case of any emergency. All the necessary
ingredients are supplied by a contractor called as the Victualizing Agent. In
shops there are electric heaters and hot plates which are used for cooking. The
utensils are bolted down to the floor so that they do not move while the ship
travels.
ii.
Cargo Ship
Catering
Here the
catering is done to the members of the crew. They are less in number compared
to the guests of cruise liners. Here it is more like an industrial catering.
Menu is not very elaborate and the service is not so sophisticated as the
cruise liners. Normally a cyclic menu is prepared.
3. Welfare Catering
This category of
catering is done not for the objective of making money but as a welfare measure
for the target group. One of the major factors in such kind of catering is the
consideration of the cost. Since this kind of catering is done as a welfare
measure and no profit is expected, so cost becomes a very important factor.
Among the
different branches of welfare catering, the following are the most important
ones:
·
Industrial
catering
·
Institutional
catering
·
Service
catering
I.
Industrial
Catering
This branch of
welfare catering is carried out in the industrial units or manufacturing units.
In the manufacturing industries food is cooked for three levels of employees.
They are the shop floor level workers, the supervisors and the managers or
executives. While the menu is planned for the shop floor level workers, maximum
consideration is given to the aspect of nutritional requirements of the
workers. Menu is planned in a cyclic manner i.e. the same menu keeps coming
back after a particular interval. Cost is next important factor in this kind of
catering operations. Service is done either from buffet or plated from various
counters to avoid delay and rush. For the supervisor the menu is planned taking
into consideration the amount of physical work put in by them on regular basis.
The supervisors are normally served from the buffet. There is separate set of
menu for executives in a restaurant specifically built in the premises. They
may have silver service done here. Industrial catering may be operated by the
company or by outside contractors.
II.
Institutional
Catering
This category of
catering deals with the service of food and beverage for the students in school
or any other educational institutions. This also deals with food served to
inmates in prison or an orphanage, etc. in a school or any other educational
institution. The primary concern is to cater the appropriate nutritional need
of that particular age group. So utmost care has to be taken while planning the
menu. Cost is also an important factor which is kept in mind while planning the
menu. Food is normally served from a counter to which the students approach in
a queue or pick up the food by a couple of servers standing behind the counter.
Emphasis is also given to the pace of service.
III.
Service Catering
Here the
catering refers to the food and beverage service carried out in military
establishments. In the peacetime areas, the food and beverage is served to the
officers in the officer’s mess which is pretty high restaurant for which the
amount can be directly deducted from the salary of the officers. Dinning in the
officer’s mess is not compulsory and normally the officers avail of the
facility as per their discretion. Apart from this the officers are also given
free supply of ration once in every 2 to 3 days. In the front of course the
food is served free to all the personnel.
Scope
of the Catering Industry
·
The food service or hospitality industry is
considered one of the fastest growing industries in terms of numbers employed.
·
The hotel industry is a division of the tourism
industry. India is placed as second fastest growing tourism market in the
world.
·
Travel and tourism is the second highest foreign
exchange earner for India in the current scenario.
·
India has become the destination for hotel chains
looking for growth. Observing the huge potential in this segment, several
international hotel chains have announced major investment plans in the
country.
Glossary:
Food
and Beverage: It refers to any
service rendered to gratify basic human needs of hunger and the joy of eating
and drinking for physiological and psychological satisfaction.
Hospitality
(Service): The dictionary meaning for Hospitality reads
“The Friendly and generous reception of guest or stranger.” So far the industry stands for is all aspects
related to the above meaning i.e. skill, knowledge and attitude to fulfill the
said goals.
Catering: One of the aspects of hospitality service is
catering. It means professionally organizing the supply of food and beverage
and managing social events.
Food
and Beverage Department: Hotels have
two branches of hospitality ---Accommodation Operations/Accommodation Services
and the other one is Food & Beverage Department. Further Food & Beverage department has two broad
segments:
a)
Food and Beverage Production.
b)
Food
and Beverage Service.
The above two segments are so
intermingled and interwoven that the study of one has to be supplemented and
augmented with the other.
Assignments:
Ten National and Ten International brands of Hotels.
Find out the facilities offered in “Palace on Wheels”
Visit some establishments and see the kind of menu offered and type of
service.
List the employment opportunities available for Hospitality Professional.
Questions:
1.
Classify
catering establishments with suitable industry example under each category?
2.
Explain
welfare catering in brief?
3.
Write
the brief history of Oberoi group of hotels?
4.
Briefly
describe the growth of hotel industry in India.
5. What is
industrial catering ? How it is related to welfare catering
Introduction to
Hotel Industry and growth of Hotel Industry in INDIA
Definition
of Hotel:
A hotel is an establishment that
provides basic services of food, beverage and accommodation to the ones who are
in the capacity to pay for it and in the ability to receive it.
By British law Hotel or Inn
is defined as “a place where a bonafide traveler can receive food and shelter,
provided he is in a position to pay for it and in a condition to receive it”
What
is Hotel Management?
It is a field that applies principles
and information derived from a number of disciplines regarding selling food,
beverages and lodging to persons away from home.
Growth
of Hotel Industry:
Hospitality is the second oldest commercial
endeavors known to man. Inextricably bound together with the hotel and
restaurant business is travel and tourism, a business that provides services to
travelers. In fact, the hotel industry has emerged due to the invention of
wheel when people began to travel; and the logistics of carrying food for several
days became a problem. Hence, at convenient spots, informal lodging operators
started providing places to stay and eat in exchange for goods or money.
The earliest inns were ventures by
husband and wife teams who provided large halls for travelers to make their own
beds and sleep on the floor. They also provided modest wholesome food, thirst
quenchers like wine, port, ale, etc. and stabling facilities. The entire
cooking, service and recreation was provided by the husband and wife team and
his family.
These conditions prevailed for several
hundred years. The advent of the industrial revolution in England brought ideas
and progress in the business of inn keeping. The development of railways and
steamships made travelling more prominent. The industrial revolution also
changed travel from social or government travel to business travel. There was a
need for quick and clean service.
The lead in hotel keeping was taken by
the emerging nations of Europe, especially Switzerland. It was in Europe that
the birth of an organized hotel industry took place in the shape of chalets and
small hotels which provided a variety of services and were mainly patronized by
the aristocracy of the day.
The real growth of the modern hotel
industry took place in the USA beginning with the opening of City in New York
in 1794. This was the first building specifically erected for hotel purposes.
This eventually led to great competition between different cities and resulted
in Frenzied hotel building activity. Some of the finest hotels of the USA were
built in this era, but the real boom in hotel building came in the twenties.
This period also saw the beginning of chain operation under the guidance of E.M
Statler. It involved big investments, big profits and trained professionals to
manage the business.
Initially, travel was for conquests,
discovery and trade, with later-day travel extending to pleasure, now a
billion-dollar business with operators providing all kinds of options other
than just tourist needs of sightseeing.
Nowadays travel is for sports, for study and even for therapeutic
reasons.
Growth
of Hotel Industry in INDIA-:
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, snorkeling, 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
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.
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.
The
Meal Experience:
A professional server must understand
why people eat out. The main aim of food and beverage operations is to achieve
customer satisfaction. In other words, to meet the customer’s needs.The needs
that customer might be seeking to satisfy are:
Hunger:
(Physiological) is the basic
need for survival. The body needs food for energy and sustenance. People may
satisfy this basic need by buying food from any stall or outlet based on
availability and budget.
Convenience:
(Economic) is an
intangible factor that forces people to eat out. Many people who do not have
time or resources to prepare meal at home, find eating outlets convenient.
There are outlets that cater to all segments of society. e.g Working people go to an outlet that can
provide them food within the given time and budget for a particular meal.
Shoppers may combine their meal with shopping and mall food court.
Social
Occasions: (Social) are great
reason why people eat out. Businessmen may want to entertain their clients or
families want to celebrate birthdays, anniversaries, religious festivals, etc.
in a specialty restaurant. Up market restaurants cater to status and social
needs.
Entertainment:
Need
for enhancement of self –esteem, fulfilling life style needs, the need for
variety, as a result of advertising and promotion are great reasons to eat out.
That is why restaurants go beyond food and provide costumes, showmanship,
impulse buying, décor, music etc. to create an amusing environment.
How
do People Choose a Restaurant?
·
Reputation:
·
Price:
·
Atmosphere:
·
Quality:
·
Uniqueness:
·
Portion
Size:
·
Consistent
Standards:
·
Service
Levels:
·
Location:
Hospitality
Industry Chart/Types Of F&B Operations/ Structure Of Catering
Establishments
The term hospitality refers to the treatment
meted out to a guest either at home or any commercial establishment or any
other establishment, which exists for the purpose either the objective being making money, or for
charity. The term hospitality industry includes all different types of hotels,
motels, resorts, restaurants and those establishments, which exist for same
purpose.
Hospitality industry is basically
divided into three major categories. They are,
CATERING
ESTABLISHMENTS
|
COMMERCIAL
CATERING
|
TRANSPORT CATERING
|
WELFARE CATERING
|
RESIDENTIAL
|
NON-RESIDENTIAL
|
Hotel
Motel
Resorts
Floatel
Lodge
Guest House
Circuit House
|
Restaurants
Bars
Pubs
Discotheques
Nightclubs
Kiosk
Fast Food Outlets
Cafeteria
|
Railway
Catering
Airline
Catering
Marine
Catering
|
Industrial
Catering
Institutional
Catering
Service
Catering
|
Commercial Catering
Commercial catering involves doing the
business of catering for the objective of making profit through customer
satisfaction. The main objective of concern is to make money. Money cannot be
made without the achievement of customer satisfaction. At the same time the
existence of the business concern is also not possible without profit. So from
a commercial establishment’s point of view both the profit and customer
satisfaction are equally important and one cannot be prioritized over the
other.
Commercial catering can be divided into
two main categories. They are,
1. Residential Catering
This category
involves organization, which provides the facility of accommodation. They may
or may not provide the facility of food and beverage.
The different
examples under this category are,
§
Hotel
§
Motel
§
Resort
§
Floatel
§
Lodge
§
Guest
house
§
Circuit
house
I.
Hotels
Hotels are
establishments or business premises, which provide the basic facility of
accommodation as well as food and beverage. An establishment cannot be called
as hotel if any one of the facilities is absent. Depending upon the additional
facilities offered by the hotel, they could be classified into one star, two
star, etc up to five star. The hotel can be categorized into various types
depending upon factors like location, type of clientele, length of stay, type
of plan, etc. on the basis of location, hotels can be divided into downtown
hotel, suburban hotel, motel, transit hotel & inn group hotel and business
hotels, etc.
II.
Motels
The term motel
has been derived from the term “motor hotel”. The establishments are normally
located on highway sides and they aim at catering to the customers travelling
by the highway in their own vehicles. Such travelers may like to spend a night
in the motel before resuming the journey the next morning. Motels normally
provide the travelers with the facility of the most basic type of accommodation
and limited facility of food and beverage. Traditionally such establishments
are attached with refueling and servicing facility. These establishments are
not as expensive as the commercial hotels. The normal duration of stay of the
guest in these hotels is comparatively lesser than the normal duration of stay
of the guest in the commercial hotel.
III.
Resort
These are
normally located in the remotest places far away from cities. People go to
these places to get relieved from the hectic daily life and spend some time
with friends, family, and relatives in leisure for fun and recreation. Resorts
can be several types such as beach resort, hill resort, summer resort, winter
resort, etc. Resorts provide all the recreational facilities depending upon
what kind of a resort is it. Resorts are marked by the distinct on and off
seasons. Resorts normally sell their rooms on a package basis. The normal duration
of the stay of a guest in a resort is more than the average duration of stay of
a guest in a commercial hotel.
IV.
Floatels
The best
examples of these hotels are seen in the Dal Lake of Jammu and Kashmir. These
comprise self-contained rooms, which provide the luxury of a five star hotel.
The rooms are attached with a kitchen and all other amenities, which are
required to make the stay of a guest comfortable. The Kerala government is
planning to construct houseboats in the same line as J&K to attract the
domestic as well as international tourists.
V.
Guest House
These are
comparatively less expensive than the star hotels. They provide moderate
standard of accommodation and food & beverage services at a reasonable
rate. The standard of hospitality is much inferior to the standard of
hospitality of the star hotels. Different companies sometimes maintain
guesthouses for their guests and other important personnel as and when the
company requires them. Guesthouses can also be privately owned.
VI.
Circuit House
These are government
guesthouses. Here the standard of hospitality is comparatively better than the
standard of hospitality of a guesthouse. The state government normally
maintains these for the delegates from other states. Normally the stay at the
circuit house is complimentary and the expenses are taken care of by the state
government.
VII.
Lodge
These are
catering establishments, which provide the facility of only accommodation. Food
and beverage are not provided here. These are normally present in the busy
commercial areas and near the train and bus stations. They are not as expensive
as the star hotels. The standard of hospitality is not as good but somehow
manages to give value for money.
VIII.
Youth Hostel
These are not as
elaborate as hotels and motels in the standard of F&B and accommodation.
They are much cheaper than hotels and provide basic accommodation to bachelors
or spinsters who stay away from family for work or educational purposes. Food
and beverage may or may not be served. Tiffin or cafeteria facility may be
available attached to the hostel.
1. Non-Residential Catering
This category
includes catering establishments, which provide the facility of food and
beverage. No accommodation is provided. The main examples are as follows:
§
Restaurants
§
Bars
§
Pubs
§
Discotheques
§
Night
clubs
§
Kiosks
§
Fast
food outlets
§
Cafeteria
I.
Restaurant
These are into
the business of serving only food and beverage to the customers. They do not
provide the facility of accommodation. They can be attached to a hotel or
independently existing. A restaurant can be either a multi-cuisine or a
specialty restaurant. Specialty restaurant normally operates for lunch and
dinner. Specialty restaurant can be attached to a hotel or can independently
exist. Multi-cuisine restaurant are traditionally stand –alone or independently
existing. Specialty restaurants are comparatively more expensive than the
multi-cuisine restaurants. Specialty restaurants serve one type of cuisine like
either Chinese or Indian or Italian or Mexican, etc. each and every aspect of
the service reflects some typicality of that culture or region whose cuisine is
being served.
II.
Bar
Bar specializes
in alcoholic beverage service. Bar can be attached to a hotel or can
independently exist. Although some kinds of light snacks are served, their main
commodity of business is alcoholic beverage. They are strictly regulated by the
governmental regulations. All the bars have a specific time of operation and
they are not supposed to operate after that. Each and every transaction record
is kept appropriately authority and the necessary records are produced before
the appropriate authority as and when they asked for. All the inventories are
to be maintained as per the guidelines laid down by the concerned authorities
and their records are to be maintained accordingly.
III.
Discotheque
These are
F&B outlets, which are mainly into the business of dance and encourage
people to come and dance in these outlets. Discotheques are attached to a hotel
or can independently exist. Most discotheques are attached to a bar to serve
alcoholic beverages to the patrons. Discotheques have strict hours of operation
and their operations are strictly regulated by the regulations laid down by the
government or any other component local authority. All discotheques have a dance
floor attached for the customers to dance. Discotheques are marked by unique
lighting and music arrangement to create an ambience to encourage patrons to
dance.
IV.
Pubs
The concept of
pubs started in the traditional British society with an objective of encouraging
the old and the retired people to assemble and chitchat over a bottle of beer.
Traditionally pubs serve beer only. Over the years, the concept of pubs has
changed and they are not different than bars serving all kinds of alcoholic
beverages. In India local law strictly regulates the operation of pubs and just
like bars they too have specific operational timings.
V.
Nightclubs
These are
F&B outlets, which are traditionally open for the members and not for
outsiders. The nightclubs start operating late in the evening and continue
operating till quite late at night. Alcoholic beverages are served. Snacks and
light meals are also served. Nightclub operations traditionally involve some
kind of an entertainment either in form of musical performance, group or solo
dance, cabaret and floor show, etc.
VI.
Kiosks
Independently
existing food stalls are known as kiosks. They are small food outlets which
deal with ready-made foodstuffs, bottled beverages, cigarettes, tobacco, etc.
They have no specific timings of operation but most of them stop operating
after mid-night.
VII.
Fast Food
Outlets
Fast food
outlets are recent development in India although fast food concept has existed
in the western countries since many years back. Fast food outlets specialize in
food which can be prepared fast, served fast and eaten comfortably on the way
to office or work place. Not much seating arrangement is given and emphasis is
given on quick preparation and service of food. Most fast food outlets
operations involve guest going up to the counter and ordering for food and
beverage and making payment at the same counter, collecting his order from
either the same or nearby counter and eating in the same premises itself or
carrying it to be eaten on his way.
VIII.
Cafeteria
These are
normally seen attached to airport, railway stations, etc. In these outlets food
is displayed in glass counter and the guest are excepted to move along the
counter and pick up the food they like and either pay then and there or pay at
the end of the counter. Seating arrangements are provided in the cafeteria.
IX.
Vendors
They are
generally present on main roadside and railway platforms. They generally deal
with local food and non-alcoholic beverages. They normally cater to financially
weaker section of the society. No seating arrangement is provided due to lack
of space. Generally people on movement avail these facilities; hence these
units deal with food and beverage, which can be picked up conveniently and
eaten on the move.
2. Transport Catering
This category of
catering involves service of food and beverage in the various modes of
transport. This kind of catering has become very professional and developed
nowadays. This branch of catering constitutes a significant part of the entire
world of catering. Transport catering comprises of the following categories:
·
Railway
Catering
·
Airline
Catering
·
Sea/Marine
Catering
I.
Railway Catering
In the mid 19th
century the railway network began in India with an operation that was to extend
the length and breadth of the vast subcontinent. With travel made easier,
people who traveled from one part of the country to the other required food,
drink and route. At most of the larger stations catering refreshment rooms were
opened. The trains would halt for an appropriate length of time so that the
passengers could get a simple meal.
Passengers
unable to afford the luxury of eating in the refreshment room could get snacks
from numerous vendors on the station platform.
Railway
companies went to the extent of setting hotels attached to the stations so that
the passengers who were travelling from one region to another could get some
comfort. The luxury of sleeping cars and restaurant cars were a much later
development.
At the turn of
the century the railway ministry decided to contract out the catering
requirements to attract companies with catering background so that the
travelers could be more professionally served during their long journey.
The Role Of
Spencer In Railway Catering
The association
of Spencer with railway catering began as early as 1910. Spencer was a company
of repute with large network. All over India catering was done on contractual
basis. The catering and hotel division of Spencer was responsible for this
operation. The Spencer was catering under their own name to the madras and southern
railway. Also under the name “Brodons” they were catering to the great
peninsular railway whose headquarter was in Bombay. Under the name “Kellners”
they catered to the Bengal Nagpur railway and also the northwest frontier
railway between Delhi, Amritsar and Lahore. Even at that time, Spencer had 180
refreshment rooms all over the country. The size of the restaurant, the staff
and menu were structured to meet the demands of the people passing by that
particular area.
The biggest
refreshment room had a bar attached since prohibition was non-existent then.
Still larger facilities dispensed small items such as medicines, aerated drinks
and tobacco.
In minor trains,
the guard on checking tickets would take order from the passengers of first,
second and even third class passengers and telegraph the same to the station
ahead depending on the time of the train. Food, crockery, cutlery and glassware
were brought in baskets which would hold food for 2-3 persons. Food for one
person is usually preplated which for 2 or more is served in ceramic dishes.
The size of the basket was quite large, measuring 2ft by 1.5ft. the most
important part of the operation was that of the halting of trains was adjusted
to suit the meal timings. In faster trains, express and mail they had pantry
cars and restaurants on wheels, fitted with regular kitchen, a pantry and an
eating area. The cooking fuel was coal. Menus were quite elaborate and
reflected British rather than Indian taste. Breakfast would consist of
porridge, toast with preserves and butter, and tea or coffee. Lunch would
include soup, chicken or mutton curry before dessert.
Catering was
considered as an amenity promised to travelers rather than a business. The food
served was cheap and wholesome. This was possible because Spencer were given
free supplies of coal and free freight for all provisions and perishables.
Aerated water was supplied to refreshment rooms by the representative zonal
factories.
After
independence Spencer lost contract being a foreign company.
Railway Catering
Today:-
Today railway
catering is much more sophisticated than what it used to be in the years gone
by. Today majority of the trains are being catered to by outside contractors
who are quite experienced and professional. Some trains are still looked after
by the department of railway as far as the catering aspect is considered. Food
in most cases is supplied in disposable aluminum foils and in case of upper
class compartments in hot cases. Food in most of the trains is prepared in the
pantry car of the train itself. So the food is served piping hot then and
there. The hygiene quality has also improved compared to earlier times. Many
stations are starting to have a restaurant of well-known brand names. Recently
the ITDC has undertaken the responsibility of developing the standard of
railway catering. Due to suck multi-dimensional approach of the government,
supported by the effort of the private sector the standard of railway catering
is on the rise and will keep getting better off.
In railway catering, PALACE ON WHEELS is the most prestigious
service offered by IRTC, a subsidiary of Indian railways.
II.
Airline Catering
Unlike the other
transport system like the rail or ocean liners, air transport carry pre-plated
food on board as there is no facility available on airline for cooking or
presentation. Most airlines design or plan flight-catering establishments or
kitchens to meet their requirements.
The system was
to continue until the country was nationalized and was divided into two
separate corporations, one for domestic route and the other for international.
Modernization
and expansion increased the carrying capacity of passengers in both airlines.
It was necessary to increase and expand the catering services with a standard
compatible to the cost of airline ticket.
To cope with the
need of international airline carrier several flight kitchens were established
in Bombay (Mumbai), Delhi, Calcutta (Kolkata) and Chennai. Air India started a
subsidiary company called the HCI (Hotel Corporation of India) with a view to
operate flight kitchens and accommodate passengers in five star hotels at the
major airports. Indian airlines also started a subsidiary company called the
Allied service to establish flight kitchens at airports where there are no HCI
flight catering establishments. There are plans to establish flight kitchens
and hotels at the new domestic airport complex in Chennai. This will be a part
of Allied service chain.
Meals served in
the aircraft during the journey are included in the ticket fare. Most airline
meals are deep-frozen, often in blast freezers. Blast freezers are units, which
freeze hot food within seconds to prevent the loss flavor as well as bacteria
from breeding. The food items are placed in individual casseroles and are stored
in the freeze until required. They are transported in portable freezers or on
dry ice to the aircraft. They are then heated as required with the aid of
microwave oven and served to the passengers.
III.
Marine/Sea
Catering
It is referred
to marine catering and it is divided into two major parts,
i.
Cruise Line
Catering
Here the
catering is done to the passengers travelling in the cruise ships. The modern
day luxury cruise liners have a very high. They are equipped with facilities
like restaurants, ballroom, discotheques, casino, swimming pool, laundry, etc.
on board. The quality of service is exclusive compared to the f&b standard
of a five star hotel. The passenger’s meal price is included in the price of
the ticket. All the meals during the journey are taken care of by the cruise
liners. The highest standard of F&B as well as service is provided here.
All the necessary ingredients are picked up from the part of origin including
water to cover up the requirement for the entire duration of the cruise and
some extra stock for 3-4 days in case of any emergency. All the necessary
ingredients are supplied by a contractor called as the Victualizing Agent. In
shops there are electric heaters and hot plates which are used for cooking. The
utensils are bolted down to the floor so that they do not move while the ship
travels.
ii.
Cargo Ship
Catering
Here the
catering is done to the members of the crew. They are less in number compared
to the guests of cruise liners. Here it is more like an industrial catering.
Menu is not very elaborate and the service is not so sophisticated as the
cruise liners. Normally a cyclic menu is prepared.
3. Welfare Catering
This category of
catering is done not for the objective of making money but as a welfare measure
for the target group. One of the major factors in such kind of catering is the
consideration of the cost. Since this kind of catering is done as a welfare
measure and no profit is expected, so cost becomes a very important factor.
Among the
different branches of welfare catering, the following are the most important
ones:
·
Industrial
catering
·
Institutional
catering
·
Service
catering
I.
Industrial
Catering
This branch of
welfare catering is carried out in the industrial units or manufacturing units.
In the manufacturing industries food is cooked for three levels of employees.
They are the shop floor level workers, the supervisors and the managers or
executives. While the menu is planned for the shop floor level workers, maximum
consideration is given to the aspect of nutritional requirements of the
workers. Menu is planned in a cyclic manner i.e. the same menu keeps coming
back after a particular interval. Cost is next important factor in this kind of
catering operations. Service is done either from buffet or plated from various
counters to avoid delay and rush. For the supervisor the menu is planned taking
into consideration the amount of physical work put in by them on regular basis.
The supervisors are normally served from the buffet. There is separate set of
menu for executives in a restaurant specifically built in the premises. They
may have silver service done here. Industrial catering may be operated by the
company or by outside contractors.
II.
Institutional
Catering
This category of
catering deals with the service of food and beverage for the students in school
or any other educational institutions. This also deals with food served to
inmates in prison or an orphanage, etc. in a school or any other educational
institution. The primary concern is to cater the appropriate nutritional need
of that particular age group. So utmost care has to be taken while planning the
menu. Cost is also an important factor which is kept in mind while planning the
menu. Food is normally served from a counter to which the students approach in
a queue or pick up the food by a couple of servers standing behind the counter.
Emphasis is also given to the pace of service.
III.
Service Catering
Here the
catering refers to the food and beverage service carried out in military
establishments. In the peacetime areas, the food and beverage is served to the
officers in the officer’s mess which is pretty high restaurant for which the
amount can be directly deducted from the salary of the officers. Dinning in the
officer’s mess is not compulsory and normally the officers avail of the
facility as per their discretion. Apart from this the officers are also given
free supply of ration once in every 2 to 3 days. In the front of course the
food is served free to all the personnel.
Scope
of the Catering Industry
·
The food service or hospitality industry is
considered one of the fastest growing industries in terms of numbers employed.
·
The hotel industry is a division of the tourism
industry. India is placed as second fastest growing tourism market in the
world.
·
Travel and tourism is the second highest foreign
exchange earner for India in the current scenario.
·
India has become the destination for hotel chains
looking for growth. Observing the huge potential in this segment, several
international hotel chains have announced major investment plans in the
country.
Glossary:
Food
and Beverage: It refers to any
service rendered to gratify basic human needs of hunger and the joy of eating
and drinking for physiological and psychological satisfaction.
Hospitality
(Service): The dictionary meaning for Hospitality reads
“The Friendly and generous reception of guest or stranger.” So far the industry stands for is all aspects
related to the above meaning i.e. skill, knowledge and attitude to fulfill the
said goals.
Catering: One of the aspects of hospitality service is
catering. It means professionally organizing the supply of food and beverage
and managing social events.
Food
and Beverage Department: Hotels have
two branches of hospitality ---Accommodation Operations/Accommodation Services
and the other one is Food & Beverage Department. Further Food & Beverage department has two broad
segments:
a)
Food and Beverage Production.
b)
Food
and Beverage Service.
The above two segments are so
intermingled and interwoven that the study of one has to be supplemented and
augmented with the other.
Assignments:
Ten National and Ten International brands of Hotels.
Find out the facilities offered in “Palace on Wheels”
Visit some establishments and see the kind of menu offered and type of
service.
List the employment opportunities available for Hospitality Professional.
Questions:
1.
Classify
catering establishments with suitable industry example under each category?
2.
Explain
welfare catering in brief?
3.
Write
the brief history of Oberoi group of hotels?
4.
Briefly
describe the growth of hotel industry in India.
5. What is
industrial catering ? How it is related to welfare catering
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