A detailed study how the services of food and beverages carries on of 3 Star & 4 Star hotels of kolkata. It is submitted and scrutinized by DR.NANDA BARUA.

1. TYPES OF SERVICE IN FOOD & BEVERAGE
DEPARTMENT OF 3 & 4 STAR HOTELS OF
KOLKATA
RESEARCHPROJECTSUBMITTEDTO INSTITUTEOF HOTEL
MANAGEMENT, GUWAHATI FOR THE PARTIALFULFILMENT OF
B.Sc IN H&HA UNDER NATIONAL COUNCIL FOR THE HOTEL
MANAGEMENT, NOIDA AND IGNOU
SUBMITTED BY
NAME: ANIRUP MOITRA
INSTITUTE OF HOTEL MANAGEMENT,GUWAHATI
ASSAM

2. DECLARATION
The research project on “Types of Service in Food and Beverage
department in 3star and 4star hotels of kolkata” submitted to the
Institute of Hotel Management, Guwahati in partial fulfillment of the
requirement for the award of B.Sc. degree in H & H.A is a record of my
own work carried under the guidance and supervisionof Dr. Anirban
Baishya of F&B SERVICEof the institute.
DATE: SIGNATURE:
NAME: ANIRUP MOITRA

3. ACKNOWLEDGEMENT
This Project Work titled “Types of Service in Food and Beverage
department in 3star and 4star hotels of Kolkata” is a successful
outcome of my hard work with the help and guidance of my respectable
Sir.
I sincerely acknowledge the contribution of the suggestions given by Mr.
Gautam Das and Mr.Anirban Baishya without which this projectcould
never become aratify. Last but not the least I acknowledge all my
friends who gave me suggestionand full support by heart.

4. CERTIFICATE FROM GUIDE
Certified that this research projectentitled “Types of service in food and
beverage department of 3star and 4star hotels of Kolkata” embodies the
result of bonafied researchwork carried out by Mr. ANIRUP MOITRA 3rd
year student Session2016-17INSTITUTE OF HOTEL MANAGEMENT
CATERING TECHONOLOGY& APPLIED NUTRITION,GUWAHATI
under my supervision & guidance. It is submitted in partial fulfillment of
the requirements for the B.Sc. in H&HA in hotel Management of
NCHMCT Noida & IGNOU. Neither this projectnor part of it has been
taken from anybody. The research projectmay be forwarded for
evaluation.

5. CONTENTS
1. List of Figures
2.List of Appendices
 Chapter 1.
INTRODUCTION TO THE STUDY
Introduction
Objective
Research Questions
Literature Review
Sample Size
Research Methodology
Significance of study
Limitations
Terms & Terminology
 Chapter 2.
TYPE OF SERVICE IN FOOD AND
BEVERAGE DEPARTMENT OF 3 AND 4STAR
HOTELS OF KOLKATA
Data Analysis
 Chapter 3.
Summary and conclusion
Summary
Conclusion
Major Findings
Suggestions
Questionnaire
Bibliography

6. CHAPTER1
INTRODUCTION TO THE STUDY
INTRODUCTION
Apart from rooms, a hotel derives a large portion of its profits from
service of food & beverages.For a hotel essentially to an elite business
clientele like the Hotel they assume utmost importance since the
occupancygenerally remains above average.
Food is provided by, in a hotel, through various service outlets. These
service outlets have a speciality, which is so unique that makes them
highly competitive & watering.
The quality of food & beverage does not very much in same line
restaurants but ultimately the most crucial & most talked about aspectof
f & b is the service that goes along with it.
A not so high quality of food can be camouflaged by excellent service
but never can bad service be camouflaged by good food.The aim of
operations is to make the guest feelrelaxed and at home.
In the lodging industry, a direct tie exists between the ability to raise
room rates and growth in the hotels profits.In recent years, despite
declining occupancies forthe most hotels, ADR growth in excess of
inflation allowed for double digit growth in profits.
As the days are passing, the properties are making their own initiatives
to look forward in the market. They are making new policies to meet the
market demands like making theme based properties at a particular
destination depending upon the tradition which is being followed in that
particular destination.
Customersatisfaction has emerged as an important componentin the
bottom-line successof service businesses.Satisfying customers is
especiallyimportant because it encourages repeatbusiness & fosters
word-of-mouth advertising.

7. Employees feelgood whenthey feelthat they are involved in decision
making, receive adequate training, & are recognized fortheir
contributions. Empowermentis recognized as an important tool for
improving employee morale & performance.
Pay & benefits are a strong consideration in employee satisfaction,&
most employeesfeelthat they are underpaid for the job they do
regardless of their compensation,pay & benefits,however, are only one
factor among many.
A study by Bruce & Blackburn, for instance, indicated that the absence
of those economic factors will lead to discontent, but their presence will
not add o long-term satisfaction.
On the other hand, job-enrichment factors,such as recognizing
contributions, employee involvement in decisionmaking, & management
keeping the lines of communication open, continue to be important
factors in employee satisfaction.

8. OBJECTIVE OF RESEARCH
 To know which type of service offered in your organisation.
 To know which service is preferred by the customer.
 Which type of client coming for enjoying the service.
 To know the rate of service which is offered to the guest.
 To know which is the best service among all the service.

9. RESEARCH QUESTIONS
1. What are the type of service offered ?
2. What are the difficulties faced?
3. How the type of services has contributed in the profit
maximisation?
4. What is the effecton customers?

10. REVIEW OF LITERATURE
Literature review is a text of scholarly paper which includes the current
knowledge including substantive findings as well as theoretical and
methodologicalcontribution to a particular topic.
In the previous years there were no such classifications of hotels as
such, the hotels were only made to accommodate.
The guests and as such there were no classificationof hotels according
to the star classification.In the recent years there has been a chastened
growth in the hospitality industry.
According to “Da Browska (2011)” household size are smaller , healthy
options are more important & safe food is a priority .
In addition organic foods are showing a slower growth pattern along
with the high quality & premium products . But according to “Pitta(2008)”
there is increased growth of food & beverage departments.
As it is noted by “Sassatelli(2004)” and by “Berdsworth “and “keil”
during the time of (1997) as these hotels are suitable for middle class
people forfor affording for there food and beverage and can
becamouflaged with better experience than five star hotel.

11. SAMPLE SIZE
There are many 3 star & 4 star hotels in Kolkata. So while selecting
samples I have to encounter a huge problem so while selecting them I
have just selected few3 star & 4 star hotel, 3 hotels that I have selected
or managed to do my research project.I had thought of asking several
hotels but due to large area I had to restrict my sample size.
As my sample consists of-
 Types of services offered to the guests.
 Types of various dishes prepared & served to the guests.
 Whether the guests are satisfied.
 The way in which services could be rated
The guest was speciallydesigned from the sample. It mostly
consisted of close ended questions requesting the sample to give
the ease of understanding trends.

12. RESEARCH METHODLOGY
The researchmethod may be defined as those methods/techniques
that are used for conducting the research. Researchmethods can be put
into the following three groups:
 In the first group we include methods which are concerned with the
collectionof data, these methods will be used where the data
already avail are not sufficientto arrive at the required solution.
 The second group consists of those statistical techniques, which
are used for establishing relationship between variables.
 The third group consists of those methods which are used to
evaluate the accuracy of the results obtained.
Researchmethods refer to the behavior and instruments used in the
selectionand construction of research topics.

13. SIGNIFICANCE OF STUDY
 Food & Beverage department(F & B) is
responsible formaintaining high quality of food &
beverage.
 After front office departmentfood & beverage
departments is the only responsible forrevenue
generations.
 Satisfaction of the guest is the total responsibility
if the F&B department.
 To know properfood service etiquettes.

14. LIMITATIONS
1. Problem of Accessibility – It was very difficult in approaching the
executive or the Guest as they would be busy, despite prior
appointments they were inaccessible at time being engaged
elsewhere.
2. Unopeness-The tendencyof executive not to talk openly & being
lethargic in approach was an impairing factor. They were also quite
apprehensive in disclosing & revealing certain internal close
guarded information.
3. Controls of Time- The respondents due to non availability of time
could not discuss many aspects of the topic in depth.
4. Lack of Interest-Many respondents were just not interested in
interacting as they consideredit to be a waste of time, a non
lucrative approach.

15. TERMS & TERMINOLOGY
1. Requisitions- A written request or order for something as
supplies.
2. Barbecue- Barbeque / BBQ / Barbies is both a cooking
method & an apparatus . Barbecue is done slowly over low,
indirect heat & the food is flavoured by the smoking process,
while grilling ; A related process , is generally done quickly
over moderate – to – high direct heat that hardly produces
smoke.
3. KOT- ( KITCHEN ORDER TICKET ) – It is a bill is written
document given to the kitchen in exchange of items / dishes
collected from the kitchen. As it is to be served in what
quantities.
4. Mise-en-place –It means putting everything in place. It is the
set of needed to be done before any actions to be done.
5. Mise-en-scene – To prepare the environment of the outlet
before serve in order to make it pleasant comfortable safe &
hygiene.
6. Gastronomic – It is the study of the relationship between
food & culture art of preparing & serving rich or delicate &
appetising food.
7. Salesmanship- It is defined as the level of skills that a person
is having in convincing people to buy or in persuading people
to do something.
8. Tender- A quotation which is given by the hotel to the
supplier is it accepted then a tender is called among the
supervisors.
9. Inventories- It means the goods & materials that a business
hold for the ultimate purpose of resale.

16. CHAPTER 2
TYPE OF SERVICE IN FOOD AND BEVERAGE
DEPARTMENT OF 3 AND 4STAR HOTELS OF
KOLKATA
TYPES OF SERVICE
AMERICAN SERVICE
American service is a pre-planned service which means that the food is
served onto the guest’s plate in the kitchen itself & brought to the guest.
The portion is predetermined by the kitchen & the accompaniments
served with dish balance the entire presentation in terms of nutrition &
colour. This type of service is commonin a coffeeshop where service is
required to be fast.
ENGLISH SERVICE
English service is oftenreferred to as “HostService” or “Silver Service”.
The food is brought on platter by the waiter and is shown to the host for
approval. The waiter then portions the food & serves to the guest plate.
FRENCH SERVICE
It is a very personalised service.Individual portioned food is brought
from the kitchen in dish & salver which are placed directly on the table .
The plates are kept near the dish & the guests help themselves.
RUSSIAN SERVICE
Table is laid with food for guest and presentation is done elaborately .
Guest helps them. This is an elaborate silver service much on the line of
French Service. Display & presentation are the major parts of this
service. Some parts of the service such as carving & portioning etc are
done by the waiter.
GUERIDON SERVICE

17. This is a service done form the guerdon trolley. The cooking is done at
the guerdon trolley place near the guest table & service is done at the
table.
BUFFET SERVICE
The guest help himself from the buffet table. The buffetdisplays the
foods on the table. Buffet is effective sales tools. There is less service
personal required. A constant watch has to be look on a buffettable.
FOOD AND BEVERAGE OUTLETS
It is one of the mostlabour intensive departments.This department has
the maximum staff. They are responsible forall the service activities and
have
to be checked from time to time to ensure that, they match up with the
hotel requirement.
BANQUET
These areas of the hotel are used for special function such as meeting
conferences, receptions, wedding etc. These are held under series of
halls & suits within the hotel itself.
RESTAURANT & BARS
This section of the hotel is for serving alcoholic beverage to the guests.
Snacks are also served along with the drinks. Indian hotels & guest are
allowed only one bar for drinks while the second bar is known as the
service of dispense bar for serving alcoholic beverages to room service
& restaurants.

18. DUTIES & RSPONSIBILITIES OF F & B
DEPARTMENT
FOOD & BEVERAGE MANAGER
Is responsibleforthe implementationof agreed policies or for
contribution to the setting of catering policies.In general he is
responsible for-
1. Ensuring that the required profit margin is achieved for food &
beverage are in each financial period.
2. The purchasing of all material required.
3. Ensuring that quality in relations to the price period is maintained
etc.
RESTAURANT MANAGER
 To oversee the properarrangement of the tables, chairs, service
equipment, table settings.
 He takes a briefing before each meal to inspect the personnel
appearance of staff.
 To see the correct quality of food served.
ROOM SERVICE MANAGER
1. He goes through the room service pick up/clearance file.
2. He checks the movementlist sent by the front office.
3. It is his responsibilityto see that all specialitems like cookies,fruit
basket, nut plates & drinks kept in the rooms.
4. Scheduling the staff.
5. Handling guest complaints.
6. Prepares duty rosters for the staff.

19. BANQUET MANAGER
Is responsibleforall the banquet parties held in the hotel. HE/SHE
supervises the banquet party held in the hotel & work being done by
captains & stewards.
Requestmanagers is also responsible forsetting booking, arranging &
serving of all banquets functions & arranging local publicity after
obtaining permissionforthe guests from the
people arranging local publicity after obtaining permissionfrom the
people arranging banquet.
BANQUET SUPERVISORS
Senior Captains in respective restaurants are responsible forthe proper
arrangements in the guests & ensure that toad is served in orders.They
take the briefing for wait before every meal.
CAPTAINS
Works under senior captains. They are allotted some section inmate
restaurants or banquets. They are responsible to serve the food for the
guests & to presentthe bills for payment.
STEWARD
He acts by instructions for the captain. HE/SHE generally plates upon
the table, cleans the table after each course some preparatory tasks of
cleaning is also carried out by the steward.

20. FOOD & BEVERAGE OPERATIONS
Properstorage of food stuffs is an important factoris cost control. For ex
dairy products have limited shift that can be extended under proper
storage conditions. Petty thefts by employees if food stuffs from
storeroom inventories are also a potential problem.Access to food &
beverages storerooms should be restricted to authorised personnel.
Issues food & beverage items arise.
The chef as head tender writes out a requisition are prepared in
anticipation of future needs, so that the kitchen as bar does not run out
of any item during service hours. The steward should maintain a
logbookof each item issued,including the requisition no, date,
authorising signature & party to whom issued.

21. BANQUETS
By far the most revenue producing departments after rooms banquets
are an obvious attention grabber.They work on high turnover & amazing
spin offs,hence a financial overview of the same is a necessity.
Let us see what the banquets provide an establishmentin a direct
manner.
 The most glaring & significant is the amount of check after the
night’s party is over or significantly 6 hours job is through.
 The publicity that comes with the functions, by way of numerous
guests coming to the hotel, many for the first time, they come to
judge to pass verdict on the state of facilities available.
 The spin offs are that the banquets are a perfectshowcase for
future events. It’s like a demonstration that has to be perfect
overtime & like a product launch, which is gone bad, could mean a
loss of enormous volumes of sale. It’s the same with the banquets.
Every banquet functions should be viewed as a stage performance
in front of an audience which if gone well could result in
thunderous applause by way of cash register ringing on.
TYPES OF BANQUETS
CONFERENCES
Conferences are by far the biggest business in banquet. They
mean that the hotel halls are tied up the from morning till
evening with possibility of gala dinner thrown in & also the
change of use of extra banqueting facilities, not to mention the
lucrative room business on offer conferences maybe divided
into following categories:-
COMPANY CONFERENCES

22. COMPANY CONFERENCES organizer is a person from field of
business in banquet, he would most probably have knowledge
& experience in negotiation & arranging the type of function &
hence knows what he wants. This type of client is usually
reliable because of his experience in such matter. Company
conferences have in general a person appointed to deal with
the matter an it’s a generally he himself who is to make the
decision.
The following points are to be considered while dealing with
such matters.
THE FOLLOWING FIVE IMPORTANT:
 THE speed & efficiencyof breakfast service is very
important normally a good buffet should be a good
idea, if the company staff is staying in the hotel it is of
paramount importance that they get breakfast on time.
For the simple reason that it takes place even before
the conference session.Nothing annoys the opening
speakers more than the late arrival of delegates
making excuses about delayed service.Generally the
opening speakeris the important personin the
conference & to annoy him almost certainly is an
invitation to trouble.
 The quietness of conference room is also very
important factor. A successfulconference cannot be
run with vacuum cleaner noises & kitchen noises
overpowerthe speaker.With dustbins rattling or the
clatter of staff lying for lunch within earshot. It is vital
that the conference room is free of all disturbances.
 The seclusionof the hotel: if the hotel is secluded or
has only one exit at night then this can be a key selling
factor when you are trying to get business for
conference.
Making it clear to the conferencemanager that you
understand his problems goesa long way in getting the
business.Also make it clear that your company

23. appreciates his difficulties&would go a step further in
accommodating him.
It goes without saying the client would also want to know that
conference roomis large enough for his requirements, prices
are competitive & food is good.
These points do matter however swift breakfast service quite
conference room& seclusionof the hotel all add up to drive
home the point.
ROOM SERVICE
The room service is a very important outlet of the food & beverage
department. It provides food beverages guests in their rooms as &
when ordered by them. The food is served at the exact time stated
by the guest. To avoid any delays, there is a separate room
service elevator, used exclusively by the room service staff to
provide quick & efficientservice to the guests.
Generally, food & beverage orders for 2 to 3 guests are sent on
room service trays which are set up with all the essential cutlery &
crockery. But if the order is for a no. Of items or for 3-4 guests,
specialroom service trolleys are used to serve that order.
These trolleys are collapsible & when opened,have a round table
shape. Below the tables are placed food warmers which keep the
food warm.
There is a separate room service order taker’s cabin which has 2
MICROS placed for ROOM SERVICE ORDERTAKERS.As &
when the guest call is received,the order is taken by the ORDER
TAKER (generally a lady) & a KOT is printed, which comes out at
the printer near the supervisor’s desk. The rest of the KOT is
same as other outlets.

24. PROCEDURE
a) When a guest calls the room service, his order is taken by
the order taker who posts the entries into the computer.
b) The cheque is printed on a printer which is kept at the
supervisor’s desk.
c) This cheque has 4 copies – KOT, Guest copy,Accounts
copy & F & B control copy.
d) The KOT & F & B control copy are taken off by the
supervisor& given to the kitchen & room service steward
who plays the trays or a trolley.
e) The breakfast is collected from the room service kitchen,
some of which lunch, dinner items, are picked up from
chins kitchen, main kitchen.
f) After the food is picked up, it is kept on a tray which is kept
at the supervisor’s desk. The supervisorchecks the order
before it goes to the room.
g) Accompaniments ofdifferentfood (Indian/chinese) etc. are
also placed.
ROOM SERVICE DOOR KNOB BREAKFAST MENU
CARD
This card contains the breakfast menu, the time at which the order is
required & the room no. which has to be filled in by the guest. The
guest may tick the item he wants to order for breakfast. The card is
then again hung with the doorknob outside the room.The night shift
staff of the room service collects all these cards from outside the
rooms & the order is thus sent to the guestroom at the stated time in
the morning. Fresh doorknob menu cards are placed in the rooms by
the Housekeeping departments
BASIC TRAY SET-UP FOR TEA/COFFEE ORDERS
 TEACUP
 SAUCER

25.  TEA SPOON
 SUGAR BOWL
 TEA STRAINER WITHSLOP BASIN
 MILK POT
 TEA POT & A POT OF HOT WATERWITHA ‘HOT WATER’
TAG
For coffee,no hot water is placed separately.
 While setting up a tray, the first thing that is checked on the
KOT is the no. Of guest according to which the cutlery &
crockery is placed. If the no. of guests more than 4, then a room
service trolley is set up instead of a tray.
 OPEN ORDERS-These are orders for food items which do not
appear on the menu i.e. those, which are not, listed in the
Micros e.g. curd & rice. Such orders are priced by the ‘Room
Service Manager’ at his discretion.
 WAKE UP ORDERS-Many a time, guests call up the Front
Office to requestfor a wakeup call in the morning. They
generally order for tea or coffee to be sent at the stated time.
The Front Office staffs forwards such orders to room service.
Such orders are referred to as “wake up orders”.

26. RESTAURANTS
WORK PERFORMED
1. Wiping, identifying stain on glasses.
2. Cleaning Trans from stations.
3. Collecting food from kitchen.
4. Setting restaurant for dinner.
5. Take up linen & entering in the linen book
6. Back area mise-en-place making coffee,tea & cleaning the
equipment.
7. Collecting food from bakery.
8. Making napkins fold.
9. Keeping glasses,salvers, cutlery etc. ready.
10. Performedwaiter service.
11. Cleaning tables after guest department.
12. Collecting stores for the restaurant.
13. Collecting bills from the cashier.
CLOSING CHECKLIST AT RESTAURANTS
1. Clean the tables
2. Clean the sideboard
3. Close all check in micros
4. Inform manager about the breakage
5. Tie soiled linen
6. Clean linen hamper
7. Shut down operating machinery
8. Clean operating machinery
9. Wipe down pantry area
10. Refill the side station (including salt & pepper)
11. Clean the menu
12. Clean the hostess desk
13. Clean the reservation book
14. Clean the telephone
15. Look the hostess desk

27. 16. Put sale money in an envelope
17. Take the sale print out
18. Fill in the logbook
19. Depositclosed checks & cashiers report in front office.
20. Depositbank in front office
21. Clean the bar
22. Clean the beverage menu
23. Make the requisition
24. Refill the bar
25. Lock the bar
26. Forward the telephone
27. Switch off light & Air conditioner
28. Lock the restaurant
29. Drop the reservation book to the grand cafe
30. Depositthe key to the security, in uniform
OPENING CHECKLIST
1. Turn on all operating system
2. Cancel the forward call
3. Pickup linen suppliers
4. Pickup store room requisition (dry, beverage)
5. Store away all suppliers
6. Turn on all appliances
7. Wipe tables, chairs, & sideboard.
8. Setup the restaurant
9. Check restaurant setup
10. Make napkin fold
11. Check the reservations
12. Fill the water jug
13. Fold towels & stack them in hot box & refrigerator
14. Check sideboard according to the sideboard
15. Stack service trays on the sideboard
16. Open the hostess desk
17. Clean the hostess desk
18. Setup the hostess desk
19. Clean the menu

28. 20. Clean the telephone
21. Pickup the bank from bank room
22. Check for paper requisition
23. Update notice board
24. Pickup outlet mail
25. Clean the bar counter
26. Stack the beverage requisition
27. Setup the bar
28. Prepare cocktail garnish
29. Clean beverage menu
30. Setup the food pickup counter
31. Attend the outlet briefing

29. BAR
SERVICE SEQUENCE
1. Greet the guest according to the time of the day.
2. Check for his table preference & name
3. Seat the guest
4. Present the face towel & ashtray if required.
5. Offercondiments & clear the face towels.
6. Present the beverage & the wine menu
7. Take the drink & water order
8. Present the food menu & explain the specials
9. Do the beverage & water service
10. Take the food order & suggestthe wine.
11. Serve the starters
12. Check for satisfaction
13. Clear the starter plates
14. Relay the cutlery & place the main course
15. Serve the main course & ask for repeat drinks or serve wines
as required.
16. Check for satisfaction
17. Clear the main course plate & condiment
18. Serve the toothpick & face towel
19. Crumb the table if required
20. Change ashtray regularly as per standard (one bud)
21. Present the dessertmenu
22. Take the dessertorder
23. Relay the cutlery.

30. SERVICES MARKETING
INTRODUCTION
This chapter explains the conceptof services.It deals with positioning &
differentiationof services.The purpose of this chapter is to identify the
need for positioning & differentiationof restaurants. This will provide a
basic information on why this is important for restaurants.
THE CONCEPT OF SERVICES
To define service narrowly as only relating to service industries is clearly
incorrect. Today there is an interesting trend to attempt to differentiate
productby service elements.
Understanding the positionof a particular service on each continuum, &
the position of competitors,is an important step towards finding possible
sources of competitive advantage.
POSITIONING & DIFFERENTIATION OF SERVICES
The position of a restaurant is a very important aspect forthe marketers
since it helps them to recognize the componentcharacteristic of the
services the customers need.Combining an analysis of customerneeds
on a segment-by-segmentbasis with an understanding of competitive
offerings enables the marketer to identify opportunities for serving a
particular segment’s needs betterthan anyone else. If offering such a
service is seen as compatible with the organization’s resources & value,
then the firm should be able to develop a profitable niche for itself in the
market.
FOOD & BEVERAGE MARKETING
Advertising, promoting & merchandising are essentially a process &
consequenceof an established objective-seeking & satisfying device
known as ‘marketing’. Marketing is variously defined.However, the

31. essence is “sensitively serving & satisfying human needs” & “focussing
on the needs of the buyer”
Obviously being a symbiotic relationship, a reverse processnecessarily
takes place by the focuseson the needs of the seller. Advertising,
promoting & merchandising are geared to enhance sales once the
marketing plan has defined a path for effective selling.
In the world of hotels, some of the peculiarities that differentiate the
services from the others are:
1) Intangible nature of service- CUSTOMER SATISFACTIONalmost
impossibleto qualify.
2) Simultaneity of product & consumptionReaction upon service of
productalmost instantaneous Feedbackis immediate time gap for
consumption& guest giving feedbackis very small.
3) Perish ability of service.Lost opportunity from sale cannot come back
as for as one customeris concerned.
4) Variability of output. Service output quality could be affectedby
occupancy. No. of covers services could affectthe quality of service
output.
5) Case of duplicating service- standardised productin all hotels. Most
hotels clones of each other. Only service has to make up in the form
of the human factor
6) Customer’s perceived risk- customerminds easily influenced. Service
considered abuying risk, & a value for money in terms of service
demanded.
.

32. DATA ANALYSIS
After visiting several hotels in and around Kolkata I came to know about
the various styles of food and beverage service procedureswhich are
being followed by them. But the mostamazing fact was that the trend of
consumptionof liquors or the sales in the bar have beenincreased
drastically. And hereby I have given few data’s which will how the sale in
the bar has beenincreased.
YEAR SALES
2012 800000
2013 950000
2014 1100000
2015 1250000
2016 1600000
SALES
0
500000
1000000
1500000
2000000
YEAR 2012
YEAR 2103
YEAR 2104
YEAR 2015
YEAR 2016
SALES
SALES

33. HOTEL SILVER
SERVICE
PRE
PLATED
SERVICE
BUFFET
SERVICE
FAMILY
SERVICE
OXYGEN O2 40 30 20 10
ETHONOTEL 45 20 15 20
AIRPORT
CITY HOTEL
30 30 40 0
SILVER SERVICE
PRE PLATED SERVICE
BUFFET SERVICE
FAMILY SERVICE
0
10
20
30
40
50
SILVER SERVICE
PRE PLATED SERVICE
BUFFET SERVICE
FAMILY SERVICE

34. CHAPTER 3
SUMMARY AND CONCLUSION
SUMMARY
As we know that the service of food & beverage is intangible assets of
hotel outlets. It very much effects the potential satisfaction of guest
toward that particular hotel outlet where they get productor items.
From this research projectI concluded fewfacts regarding my
questionnaire that mostly all hotels agree that the “silver service” is more
offeredto guest, silver service is major factor for revenue of income &
profitability.
Many hotels agree that excellent standard of hygiene is maintained in
food service.In every hotel of KOLKATAfood service,pre-plated,
service & buffetservice are offered to the guest.
I also found that businessman class & family class clients coming for
enjoying the service in hotels. But the real issue is retention of
customers that all marketers need to consider.
The restaurant industry benefitfrom continued patronage of loyal
customers because of reduced marketing costs,decreasedprice
sensitivity of loyal customers,& partnership activities of loyal customers.
The restaurant requires fewer marketing dollars to maintain a customer
than to create one & the creation of new customers through the positive
word of mouth of loyal customers thereby reducing marketing costs.

35. CONCLUSION
From my point of view the hotels should take some kind of initiative that
approach directly to the service of food & beverage.
So it can help a lot to promote the services & productof an outlet, by
some attractive offer& discount especiallyin festive season,
A voluntary work of concierge is a good way to be familiar with
customers & it also makes a medium to be a great professionalin eyes
of customer.
it can be said that employee satisfactionplays a vital role in creating
customerloyalty & resulting in satisfying the needs of the customers.
However customerneeds & wants must be understood by the restaurant
to retain & attract more customers.
Relationship marketing enables companies to build loyalty with their
customers.Developing customersas partners is differentfrom traditional
marketing, which is ore transactions-based.
Beyond building a stronger relation with their partners in the supply
chain, thus companies today must work to develop strongerbonds &
loyalty with their ultimate customers.Thus relationship marketing is a
useful tool to retain customer.

36. MAJOR FINDINGS
This project has gave few important finding which may help us in
this area to develop at a large scale. When I started this projectI
have started this with hypothetical doubts which later on gave me
the properresult of this research.
1. I have found that these hotels helps students to get greater
opportunity. As these hotels helps to give a huge knowledge
to the new comers to the hotel industry about food &
beverage department.
2. As these hotels let the new staffs to go in front of the guest
but this opportunities are not given in five star hotels at first.
3. Even these hotels are suitable for middle class people as
many people can’t afford in five star hotels for dining in food
& beverage.
4. As good food can be camouflaged with the better service.
5. But still these hotels are too less.

37. SUGGESTION
As for these I would like to suggestthat-
 These hotels should grow too fast than 5 star hotels.
 Even it would help to improve the conomic conditions
of the city.
 It would help in people’s satisfaction.
 Government monitory support& encouragementfor
new owner in the circuit.

38. QUESTIONARIES
RESEARCH TOPIC: ...............................................
.................................................................................
NAME: .....................................................................
DESIGNATION: ......................................................
HOTEL NAME: .......................................................
1. Which type of service is offered inyour hotel?
 Silver Service
 Buffet Service
 Preplated Service
 Family Service
2. Which service is most preferred by the customerof your
establishment?
 Silver Service
 Buffet Service
 Preplated Service
 Family Service
3. How many f & b outlets do you have in your organization?
 One
 Two
 Three
 Four
4. Which type of clients are coming for enjoying the services in your
organization?
 Business class
 Family class
 Economicalclass

39. 5. Which is the most usable equipmentwhich is required in the
service?
 Coffeemachine
 Service gear
 Cutlery & crockery
 All of the above
6. How will you rate your standard of hygiene in food service?
 Excellent
 Fair
 Good
 Poor
7. Which is the most revenue producing outlet?
 Restaurant
 Coffeeshop
 Bar
8. Is there any specialdrink or food offered inyour organization?
 Yes
 No
9. How will you rate your service which is offered in your
organization?
 Luxury class
 Semi-luxury class
 Economicalclass
10. In which service the average sales occurs?
 Buffetservice
 Silver service
 Pre-plated service
 Family service

40. BIBLIOGRAPHY
TRADE JOURNALS & MAGAZINES
1. Hotelier & caterer
2. FHRAI magazine
3. Cornell Hotel & Restaurant administration Quarterly
4. Journal of marketing
5. Business week magazine
6. Indian journal of marketing
WEBSITES
 www.fhrai.com
 www.hotelinteractive.com
 www.thomsonlearning.co.uk
 www.hcima.com
 www.ehotelier.com
 www.hotelier&caterer.com
 www.fooddude.com
 www.biz.yahoo.com
 www.restaurant.org
 www.hotel-online.com
 www.cio.com
 www.entrepreneur.com
 www.mckinseyquarterly.com