Buisness plan proposal

4/30/2018 Applied Hospitality
Management project
Name: - Rajib Roy
Student ID: - 20170197
Lecturer Name: - Zaina Theresa
Word Count: - 13014

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Table of Contents
1. Introduction ............................................................................................................................................................. 7
2. Business Description/Company Profile..................................................................................................................... 7
2.1. Business activity ....................................................................................................................................................... 7
2.2 Product/Service offered.............................................................................................................................................. 7
2.3. Types of opportunity ................................................................................................................................................10
2.4. Uniqueness of product / services / competitive advantage ....................................................................................10
2.5. Growth potential..................................................................................................................................................10
2.6. Vision, Mission statement, objective/goals...........................................................................................................10
3. Environmental Scanning..........................................................................................................................................10
3.1. Mega Environment (PESTLE Analysis)...............................................................................................................11
A. Political: -...............................................................................................................................................................11
B. Economical: -..........................................................................................................................................................11
C. Social: - ..................................................................................................................................................................12
D. Technological..........................................................................................................................................................12
E. Legal.......................................................................................................................................................................12
F. Environmental.........................................................................................................................................................12
3.2. Industry /Task environment (Porter’s Five Forces, key success factors) ...............................................................13
A. Porters five forces ...................................................................................................................................................13
1. Bargaining power of supplier..................................................................................................................................13
2. Bargaining power of buyer......................................................................................................................................13
3. Threat of new entrant ..............................................................................................................................................13
4. Threat of Substitution..............................................................................................................................................14
5. Competitive rivalry..................................................................................................................................................14
B. Key success factor...................................................................................................................................................14
4. Research .................................................................................................................................................................14
4.1. Trade Survey.......................................................................................................................................................14
4.1.1. Summary of results..........................................................................................................................................15
4.2. Customer Survey.................................................................................................................................................16
4.2.1. Summary of result ...........................................................................................................................................17
4.2.2. Observation .....................................................................................................................................................17
4.3. Secondary / Desk Research..................................................................................................................................18

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A. Online Research: -...................................................................................................................................................18
5. Cultural issues.........................................................................................................................................................18
5.1. Issue identified & Suggested actions....................................................................................................................18
A. Control Cultural diversity: -.....................................................................................................................................19
B. Religious practice: - ................................................................................................................................................19
C. Time space and taste: - ............................................................................................................................................19
D. Current Trends: -.....................................................................................................................................................19
6. Operations...............................................................................................................................................................19
6.1. Business Location ...............................................................................................................................................19
6.2. Production/service process: - ...............................................................................................................................21
6.3. Resource Requirement for production: - ..............................................................................................................22
A. Kitchen ...................................................................................................................................................................23
B. Restaurant...............................................................................................................................................................23
6.4. Suppliers .............................................................................................................................................................24
7. Marketing ...............................................................................................................................................................24
7.1. Target Market: - ..................................................................................................................................................24
7.2. Market Size; -......................................................................................................................................................25
7.2.1. Market Trends :-..............................................................................................................................................25
7.3. Competition: - .....................................................................................................................................................25
7.4. Product /Service Positioning................................................................................................................................26
7.5. Product Service and design: -...............................................................................................................................27
7.6. Pricing Strategy: -................................................................................................................................................27
7.7. Distribution Strategy: - ........................................................................................................................................27
7.8. Sales Force..........................................................................................................................................................27
7.9. Promotion mix: - .................................................................................................................................................28
7.10. Media Selection: -............................................................................................................................................28
7.11. Media timing schedule: -..................................................................................................................................28
8. Organization ...........................................................................................................................................................29
A. Restaurant Manager................................................................................................................................................29
Job Description...............................................................................................................................................................29
Job Specification.............................................................................................................................................................29
B. Restaurant Supervisor.............................................................................................................................................29
Job Description...............................................................................................................................................................29

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C. Waiter.....................................................................................................................................................................30
Job Description...............................................................................................................................................................30
D. Executive Chef.........................................................................................................................................................30
Job Description...............................................................................................................................................................30
E. Sous Chef ................................................................................................................................................................31
Job Description...............................................................................................................................................................31
F. Cook/Chef...............................................................................................................................................................31
Job Description...............................................................................................................................................................31
G. Kitchen Helper........................................................................................................................................................31
Job Description...............................................................................................................................................................31
8.2. Business Partner ..................................................................................................................................................32
8.3. Legal form of ownership .....................................................................................................................................32
8.4. License and permits.............................................................................................................................................32
A. Business License: -..................................................................................................................................................32
B. Employer identification number (EIN): ...................................................................................................................32
C. Certificate of occupancy: -.......................................................................................................................................32
D. Food service license: -.............................................................................................................................................32
E. Liquor License: -.....................................................................................................................................................32
F. Sign Permit .............................................................................................................................................................33
9. Financial .................................................................................................................................................................33
9.1. Analysis of Financial Statement...........................................................................................................................33
9.1.1. Return ratios....................................................................................................................................................33
9.1.2. Gross Profit Percentage....................................................................................................................................34
9.1.3. Net Profit Percentage.......................................................................................................................................34
9.1.4. Current Ratio...................................................................................................................................................34
9.1.5. Liquidity Ratio ................................................................................................................................................35
9.1.6. Equity Ratio ....................................................................................................................................................35
9.1.7. Debt Ratio .......................................................................................................................................................35
9.1.8. Return on total assets.......................................................................................................................................36

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9.1.9. Break Even analysis.....................................................................................................................................36
10. Management Information System (MIS)..............................................................................................................36
10.1. Types of information required..........................................................................................................................36
10.2. Types of information made available ...............................................................................................................37
10.3. Use of internet .................................................................................................................................................37
11. Critical risk .........................................................................................................................................................37
A. Customer service:.......................................................................................................................................................38
B. Hiring and training .....................................................................................................................................................38
C. Management issues.....................................................................................................................................................38
D. Food hygiene .............................................................................................................................................................38
E. Lack of Capital...........................................................................................................................................................38
11.2. Probability of occurrence.................................................................................................................................38
A. The menu................................................................................................................................................................38
B. Customer Service ....................................................................................................................................................38
C. Operational issues ...................................................................................................................................................38
11.3. Management of problems.................................................................................................................................39
12. Milestone schedule..............................................................................................................................................39
12.2. Timing objective..............................................................................................................................................39
13. Conclusion ..........................................................................................................................................................40
14. References...........................................................................................................................................................40
15. Appendix ............................................................................................................................................................42

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Executive Summary
Name of the company
I am planning to open an Indian multi cuisine restaurant and the name isMayuri and Mashwhich depictsmusic
andfood. The word mayuri is a string musical instrument played in raj darbarand is very popular amongst
Sikh(Punjab) and Mash which reflect well cooked and presented food.Thus, along with food there will be live
music fusion with Punjabi folk song and western music.
The name reflectsa placeto relish and rejoice, the customers will be served with alluring food and live band of
fusion music. The service will be very professional and personalized service by our skilled staff who can
understand multi lingual customer. Thus, within the locality most residents are office goers and tourist, so it is
convenient to target with various options.
Product and Service
The product offers for customers are simple with range of selected menu from different regions of India. The
menu is kept simple so that the ingredients required are easily available, the ambience is designed to feel the
richness of Indian art and craft. The services offered are very personalized to target repeat customer and home
delivery services are available.
Mayuri and Mash is the only traditional Indian upcoming restaurant in the locality. Its location is one of its
major strength facing the ocean and a hub of tourist destination which The uniqueness is its traditional fusion
live music which will be played on weekdays.
Types of Customer
Our target market isofvarying age group that love Indian foodliketourist, local people, corporateand
familiesbased in Auckland. Furthermore,our target market are the baby boomers who has a lot of disposable
income and they are our major target market. As the menu is reasonably priced restaurant no specific income
group is targeted.
Logistics
Being a multi cuisine restaurant it offers range of Indian cuisine which include fine dining and take away. It also
offers hard, soft and hot beverages. Since the restaurant have 40 seating arrangement prior booking is required
for corporateand familiesfor dinner.Also, we host small events like birthday party, anniversaries etc. However,
for lunch anyone can walk-in at the restaurant as it a buffet prepared according to chef’s choice.

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Location
The restaurant is planned in Rotoura in Haumoana facing the ocean beach which will be the only restaurant at
its strategic location. This location is selected because of higher density of indigenous (Maori) resides here,
inbound tourist and geothermal activity. Initially for a start up a building will be taken on a lease with 40
seating arrangement and an area for kitchen set up with toilets for staff and guest.
Finance
To start business an estimated amount of NZD 5,25,000 is required for taking the building on lease that it
include salaries and wages, raw materials, equipment’s etc. An amount of NZD 1,25,000 will be self-financed
and borrowed from friends and families and NZD 4,00,000 will be taken as loan from bank.

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1. Introduction
The business plan comprises of vast analysis and researchabout the specialty restaurant named as Mayuri and
Mash serving range of Indian cuisine from different region. To give the organization its uniqueness a profile is
created describing about the array of products and services rendered, its mission and vision, its operational areas
etc.in detailed manner. Also,to understand the scope of business, environmental scanning is done of macro and
micro. Moreover, to perceive people perception and target market about the upcoming restaurant around 30
customers were surveyed,and trade survey was alsodone. The report also contains potential risk the business can
face under any circumstances.Likewise, some analysis is done on financialaspects to understand the stability
and sustainability of business is also included in the report. The business plan also has the information about the
type of media to be used for promotion and to target the potential customers. Thus, this report is a complete
report to a startup business plan and it has a complete evidence to support the report.
2. Business Description/Company Profile
2.1. Business activity
The purpose of setting up of business is to make people experience the different flavors of cuisine from regions
of India. Since different states have different culture and race their food habits differtoo. So,to relish the aroma
of diverse menu each regional specialty cuisine is incorporated to experience the essence.Thus, the primary
objective of this business is customer oriented to give them unforgettable experience, repeat customer and
maintaining a cordial relation with stakeholder. Moreover, since massive investment is done for procurement of
equipment, return on investment is must through maximizing profit and reducing operational cost.
2.2 Product/Service offered
Maintaining good relation with customer increase companies profile and generate revenue .Mayuri and Mash
which is the upcoming restaurant offers diverse options to customers like sit and dine, catering for groups, take
away and organizing special events (Gartenstein, 2018). These additional services incorporated would add
value to organization and will attract more consumer.
Mayuri and Mash which is specialty restaurant is open during lunch and dinner with personalized services, live
fusion music especially on weekends. The list cuisine offered for guest are as under: -
Item Name Image Product description Veg/Non-
Veg
CholaBhatur
a
Chole is a combination of spicy masala with onion and garlic
and bhatura is fried bread from flour.
Dosa It is made with fermented batter of rice and black dal and
served with hot with sambar and chutney.

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PavBhaji A thick consistency of mixed vegetable ingredients served
with soft bread roll.
PuriBhaji Deep fry round flour served with spiced potato either dry or
curry
Chicken
Tikka
Small pieces of chicken marinated in spices and grilled in
tandoor using skewers and served hot.
Dal
Makahani
Black dal is used for it preparation.
Yellow Dal It is prepared using yellow beans
Palak paneer Saltless cottage cheese cubes dipped in spinach thick gravy
Mixed
Vegetable
Seasonal vegetables mixed with different spices in small bite
size and served hot
Chicken
Tikka masala
Chunk of marinated chickengrilled chicken dipped in tomato
and coriander gravy

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DoiMaach Seasonal fish marinated with curd and spices
ChingriMalai
curry
Traditional Bengali Dish made with mixture of prawn with
spices and coconut, mustered
Lamb Curry The menu is prepared using mutton and vegetable with
various spices and served hot.
Jalebi It is made by using all-purpose flour, deep fried and dipped
in sugar syrup.
GajarHalawa It is made using carrot, milk, sugar and dried nut.
Payasam It is prepared by using rice, milk and various herbs. It is very
sweet in nature and served warm or chilled.
Apart from the above recipe various types of rice are available to compliment the dishes along with Indian
breads like roti, naan and tandoori roti are available.
From the beverage list of hard and soft beverages are available like: -
Red Wine: - Newton Forrest ‘Cornerstone’ Cabernet Sauvignon, Belasco de Baquedano Malbec, Kaapzicht
Pinotage
White Wine: - Clos Marguerite Sauvignon Blanc, Foxes Island Chardonnay, Nevis Bluff Pionet Gris,
Beer: -Liberty ‘Ellixir’Bright Ale, 8 wired ‘Tall poppy ‘India Red, Carlsberg
Hard Drinks: -Smirnoff, RedLabel, BlackLabel, Bacardi Superior Carta Blanca
Soft Drinks: - Seasonal fruitjuice, SoftDrinks, Beverages

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2.3. Types of opportunity
The restaurant will be operated throughout the year and it will be in high demand due to its mouthwatering
menu. Based on the analysis of micro environment there will be opportunity for skilled and unskilledlabor to
fulfill the position on full time and part time based on the availability of qualified, motivated staff as per
criteria. Customer who are the main source of generating income often looks to experience new venture. So,
retaining repeat customer is challenging as exceptional service required to render for building reputation.
Identifying good supplier is essential for producing quality product and brand retention failure may lead to
disruption. However, Macro environment have a larger role to play as changes in government regulation
requires to adopt and implement instantly. In other word Macro environment affects directly in business
operation if any laws changes.
2.4. Uniqueness of product / services / competitive advantage
The uniqueness of product is its strategic location which is facing the beachwhere no other restaurant is located
at the coastal area. The staff are skilled to understand guest requirement and handle complaints. Moreover, the
menu selection is unique as none restaurants offer these variety of recipe from different region and the presence
of live fusion music makes the restaurant very distinct from others. These core competencies will create
sustainable competitive advantage and will benefit the company by delivering right service to customer.
2.5. Growth potential
Since the restaurant stand out of the crowd and there are possibilities to get positive responses from possible
stakeholder’s there are chances to maximize revenue.Rotorua being a tourist destination and the hub of
geothermal activity, throughout the year there are chances of inbound tourist which will help to promote and
optimize revenue.
2.6. Vision, Missionstatement, objective/goals
Vision: - The aim of the organization is to understand guest requirement by creating moments and value for
money.It also aims to become leading chain globally.
Mission: - The organization aspire to connect successfully with customers to stay loyal and increase overall
profitability by empowering staff through intensive training and deliver productivity.
Objective/Goal: - Being a food outlet its main objective is making target sale and generating profit not less than
20% per month and its goal is to establish cordial relation with customer by providing personalized service and
receiving positive feedback.
3. Environmental Scanning

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3.1. Mega Environment (PESTLE Analysis)
PESTLE is considered as one of the key tool to understand the macro environment and the market segment
which enables managers in decision making by understanding the current market trends. Moreover, it helps
inanalyzing the possibility of sustainability of the establishment in the given area.( Why is PEST Analysis
Important for a Business?, 2016)
Figure 1:- PESTLE (PESTLE Analysis, 2014)
A. Political: -Changes in governing legislation always effect every part of business whether it is
salaryand wages or sales profit. There is always uncertainty about spending habit of customer which
in turns hampers the business based on changes in tax regulation which means less dining out.
Moreover, it is the responsibility of food outlet to provide smoke free environment and safe drinking
environment. Food safety is one of the prime area where diet related food service is concerned if
ignored may lead to cancel of license and shut down (Perkins, 2017). New Zealand being a tourist
destination where major revenue is generated from tourism but changes in rules would affect
inbound tourist and hospitality business. As major workforce in hospitality sector are part timer,
restriction on visa regulation would affect tourism industry as major food outlet are finding difficult
with amendment of immigration rules. Also, a job considered as skilled require meeting certain
criteria which in turn is burden for the owner to fulfill the desired hourly rate. (New Immigration
rules will severely impact NZ business, 2017)
B. Economical: - Most food outlet must abide by current changes in government regulation and should
keep update with current policies and procedures. So, if there is increase in tax regulation they must
incorporate within their system. It has some negative implication where there might be decreased in
foot fall which in turn lead to decrease in sales percentage (Adamkasi, 2016). New Zealand being a
tourist destination where the major source of nation economy rest on tourism if there is changes in
immigration or tourism policy the initial impact will be on inbound tourist where there will be
decrease in sales in all revenue generation of all food outlets. Also, staff salary involvesmajor
costand have to abide by Minimum Wage Act 1983 which needs to pay out on schedule whether the
company made desired profit. Moreover, changes in payroll will lead to manpower shortage as major
hospitality sectors are unable to maintain current pay rate. So, to keep the restaurant operational

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most organization depends on part timer based on Employment Relation act 2000. (New
Immigration rules will severely impact NZ business, 2017)
C. Social: -With the growth of globalization multinational culture emerged with different food habits
which need to cater was quite challenging. It requires the skill and quality to produce as most people
now a day are very keen about their dietary requirement.The social factor too plays a very vital role
in the generating revenue where food is produced based on customer requirement which lead to
competition amongst various food outlets.So, a number of act have been incorporated to maintain
standard and quality like Food Safety Regulation 2002 and Sales and supply of Alcohol Act 2012..
Moreover, people have become very health conscious and have a very clear knowledge about the
nutrient content in food. So, to cater these sections of society are more challenging as the server need
to have a thoroughknowledge (Adamkasi, 2016).
D. Technological: -Technological advancement lead to boost in sales and meeting target. Though TV
and Newspaper are used for advertisement, it is considered costly and outdated. Most organization
target to outreach maximum number of people through SMS and promotional offers. Apart from
designing professional website and introducing products most organization use social media like
facebook, Twitter and Instagram to promote their product.Moreover, to increase sales the concept of
home delivery is introduced which benefitted customer and company too. Whereas other mode
include promotional calls and customer online survey through which research is done to find out
ways of increasing sales figure. Thus, with newer innovative marketing technology like mobile apps
have revolutionized which give customer an easier way for selecting menu and placing order. (What
is a PESTEL analysis?, 2018)
E. Legal: - Organization providing food and beverages need to meet eligible criteria to run an
establishment, failure to meet standard may lead to cease license and shutdown.To meet the
benchmark all food preparation staff, need food safety standard certificate to understand food related
disease. Moreover, all license premises serving alcoholic beverages should abide by hours of
operation failure may lead to cancellation of license with penalty. The law also states that all
employee working within the premises should be well taken care and trained to face any situation.
(Employment agreements, 2018) Also, the guest has full authority to file a legal case against
organization like Consumer Guarantees Act 1993if they fail to meet quality standard or running a
business beyond the licensing hours. (Right of redress against suppliers in respect of supply of
goods, n.d.)
F. Environmental: - The environmental factor like climate change has a very huge impact on an
establishment for running an operation. As the weather is unpredictable, forecast on business too
remains uncertain and staff remain absent. During these situation businesses remain dull due to
reduce in customer response with very less revenue. So, to make the environment more sustainable it
is essential to put less pressure and make more use of the natural resources e.g. use of solar energy
and less use of electricity, proper disposable of garbage and optimum utilization of resources. In
other word whatever is used from the given environment require to return it back to make it more
sustain for the coming generation. (What is pestle analysis?, n.d.)

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3.2. Industry /Task environment (Porter’s Five Forces, key success factors)
A. Porters five forces
Michelle Porter’s theory is used by many establishments to scan the macro environment to keep a track of
rivalries and the applicable strategy to generate profit. Thus, the theory identifies the five competitive forces and
helps to understand organization strength and weakness and to work on these key aspects. Thus, the porter’s
forces which is used for business analysis are as under; -
Figure 2:- Porters five forces (Porter's five forces analysis, 2018)
1. Bargaining power of supplier
This refers to the power of supplier to fix the price of commoditydepending upon the nature of demand. If the
business is monopoly this tends to dominate the market and the consumer must rely on supplier’s terms and
conditions. Thus, for stability of business it is always essential to study market about suppliers who are new and
ready to offer commodities at competitive price and good quality. So, for any food outlet it is necessary to keep
market information update and keep alternative suppliers in hand to keep business running (Porter's 5 Forces,
2018)
2. Bargaining power of buyer
This refers to the buyer power to drive the price down through negotiation and good will. Many buyers maintain
a very log terms relationship with supplier due to mutual understanding and trust whereas others switch over to
another company depending upon price or quality. So, as a restaurant owners as major raw material purchase is
required on frequent basis it is necessary to check frequently on supplier who provides cheap and quality
product and negotiate with present supplier. (Porter's Five Forces, 2018)
3. Threat of new entrant
There is always a threat of new entrant in market with new concept and latest technology to reach maximum
customer with minimum investment. Those who are already in market and have gained reputation may have

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lesser effect then those who are trying to stabilize their market positions. So, it is very essential to keep updated
knowledge of market and drive accordingly or else may become hard to sustain. Most buyer like food outlet
generally target new entrant due to competitive price in order to establish their identity (Porter's 5 Forces, 2018)
4. Threat of Substitution
Most consumers always try to look for new and best alternative for products which is priced reasonable and
affordable. For example, in a restaurant where vast menu is available with range of prices people often opt for
substitutes with meat, poultry, and fish; or with beer and wine depending upon their capacity. The same applies
with buyers where there are variety of choices and they often opt for cheaper and best. Moreover, most
consumer do a very detail study before selecting a restaurant for meal which include price and quality.
5. Competitive rivalry
This is the stage where there manycompetitors are available in the market with various deals and offers.As a
food and beverage operators they need to identify their potential rivalry to understand their strategy to compete.
Moreover, they need to keep updated market information about offers given to customers and the strategy to
attract customers. If theses information is not kept up-to-date then there are chances their market to decline as
most consumers always look for best deal and value for money.
B. Key success factor
Mayuri and Mash which is an Indian multi cuisine restaurant has lot to offer apart from food.The strategic
location is one of the key features which is the only restaurant within the locality that has the panoramic view of
the ocean. Also, the guest is being entertained with live music on weekends with reasonably priced menu.
4. Research
Primary research which is known field research where data is collected directly. This type of research greatly
helps in understanding people perception and business forecast. Examples of primary research include surveys,
interviews, observations, and analysis. As a part of our project field study is done by conducting trade and
customer survey and observation to acknowledge customer preference and set target to deliver accordingly.
Thus, such research helps to understand the scenarioof current trend without any biased.The survey results of
customer and trade survey are available in the appendix
4.1. Trade Survey: - Trade survey is conducted to understand the overall health of the organization like
promotion, pricing, policies, sales support, and inventory etc. So, a survey is conducted on three restaurant
Alexander Bar and Restaurant, Paradise Restaurant, Bawarchi Indian Restaurant where the details area as
mentioned below: -
Location Date & Time Sapling Method Analysis
Alexander Bar and
Restaurant
10.03.2018
09:30PM
Systematic
Method
Vey professional approach and found logic behind their
business prospective and forecast.
Paradise Restaurant 18.03.2018
03:30PM
Systematic
Method
Data gathered doesn’t seem to be very relevant

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0
2000
4000
6000
8000
10000
12000
Peak Season Customerturnover SlackSeason Customerturnover Targetsale
Trade Survey
AlexanderBar and Restaurant ParadiseRestaurant BawarchiIndianRestaurant
Bawarchi Indian
Restaurant
20.03.2018
05:00PM
Systematic
Method
Data gathered doesn’t seems to be very relevant
As per the survey done and data gathered analysis done on customer behavior during seasonality and
organization trend to keep the business running. The data as mentioned below: -
Restaurant Name
Peak Season
Customer
turnover
Slack Season
Customer
turnover Target sale Analysis
Alexander Bar and
Restaurant 1000 50 10,000
Since it’s an event based there is
chances of greater guest response which
result to higher sales
Paradise Restaurant 400 150 7000
Due to quality and traditional Indian
taste food lover love to dine at moderate
price.
Bawarchi Indian
Restaurant 350 100 5000
A casual dining which offers Indian fast
food at very low price with variety on
menu
Figure 3:- Trade survey (authors own)
4.1.1. Summary of results
Such surveys help to analyze the sales turnover in statistics which is an important tool in decision making in
future forecasting. To have a clear vision of new upcoming restauranttrade survey is conducted by setting up
some basic questionnaires to get primary information about the current market trends and consumer demands.

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The survey is done by visiting three food outlets to understand its strategy and marketing operations.Initially
channels were made to contact the managers who would help in answering the questionnaire by taking prior
appointments. The survey was done with one on one interview which concluded within half an hour. Though all
the questions were answered some sensitive questions like financial turnover and key vendor were not disclosed
rather gave falsification information. But overall the survey helped me in understanding the locality, the pricing
strategy applied within the locality and the operational hours.Though a very tough competition is established
within the locality for maximizing profit but each them maintain a cordial relation rather than rivalry. Moreover,
staff employment which involves major expenses, all outlets where trade survey is conducted found majority to
be part timer. Though organization have limited full timer, but most are employed as part timer and casuals
which would help in reducing cost during seasonality. Also, the survey helped in analyzing the market to target
where availability of variety food is a major demand. Thus,for any food operation business it is easier to target
all category of people as majority of people have the culture of dining out.However, the pricing of each item to
be done individually understanding the surrounding environment about each individual spending capacity. To
conclude, the survey has helped me to understand the key to success by establishing cordial relation with
targeted customer, competitors and establishing strategy to generate profit without hampering internal customer.
4.2. Customer Survey: - Customer survey is conducted to measure expectation of consumer and whether a
product would meet their expectation. In other words, a customer survey helps organization to maintain
changing trend and monitoring business.A set of 15 questions were set upon prior approval from
supervisor toconduct the survey. A task was given to collect information from 30 respondents understand
consumer demand. So, a schedule was prepared to conduct the survey as mentioned below: -
Location Date & Time Sapling
Method
Analysis
St. Luke’s Mall 20.03.2018 – 23.03.2018
02:30PM
Systematic
Method
The targeted age group were baby boomers who
were quite cordial, and some ignored. But the
results were matched according to my expectation.
AIS Dormitory 15.03.2018 – 17.03.2018
10:00PM
Systematic
Method
Targeted group were International students from
all age group who were quite eager to explore New
Zealand
Britomart 09.03.2018 – 12.03.2018
05:30PM
Systematic
Method
The targeted age group for survey were working
class who prefer to travel out of city during
weekends.
As per data collected analysis was done on specific areas to understand consumer behavior and spending limit
and their preference for specific food choice. The data collected as mentioned below: -
Eating Indian Cuisine 30
Frequency Monthly (Heads) Weekly (Heads)
Frequency of visiting
Indian Restaurant
18 12
Frequency of ordering
Take -away food
16 14

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Spending limit $20 - $40 $41-$60 $61-$80
Heads 10 15 5
Annual income 10-40k 41-50k 51-60k
Heads 7 15 8
Willing to travel
Within walking
distance
Within the city Out of city
Heads 8 12 12
Figure 4 :- Customer Survey (authors own)
4.2.1. Summary of result
Based on survey most customers were interviewed based on the questionnaire but most preferred not be
questioned but rather written where as baby boomers were rather very happy to help us by responding every
questions being asked. As the restaurant is based in Rotorua, the focus on respondents willing to travel out of
city and the amount they were willing to spend per visit. The survey found that out of 30 responded 12 are
willing to travel out of city which is quite a reasonable figure. Also, everyrespondentprefers to have Indian
cuisine and on a average every respondents prefer sit and dine or takeaway either weekly or monthly. The
spending limit differs based on their ability and income. However, the most positive sign is people willing to
travel out of the city for new experience were mostly students and baby boomer.But there were no positive
signs with family for traveling as they prefer to stay in the city.
4.2.2. Observation: -The observation of the locality is done to have a clear idea about upcoming business
operation of a locality. The study is based on practicalin-depth study of entire operation which include
the study of age group,expenses study and the number of foot fall.The study of naturalistic observation
of all three-food outlet is done to understand the demand of customer within the natural environments.
To have a very clear picture a study is done by visiting the restaurant and found out that consumer foot
fall is very high during evening rather than in afternoon hours. However, especially for office goers the
demand for fast food items are very high in afternoon rather than evening. As a tourist destination due to
0 5 10 15 20 25 30 35
EatingIndian Cuisine
Frequency
Frequency of visiting Indian Restaurant
Frequency of ordering Take -away food
Spendinglimit
Heads
Annual income
Heads
Willingto travel
Heads
Customer Survey
Series1 Series2 Series3

18
high inbound tourist most food outlet is heavily packed during lunch and dinner times and as demand for
Indian cuisine are very high due to less outlets. Moreover, the base price of all food and beverage items
within the locality are relatively same but competition is aimed at utilizing its unique resources to grab
the attention of customer. Also, majority of food outlet within the region are casual dining or fast food
so the prospect of new food outlet will have positive response due to less availability of Indian
restaurant and its unique features. Staff being a major expense, most outlet aims at keeping more casual
and part timer with less full timer. Thus, staff needed to be scheduled and intimate prior operation of
business hours. ( McLeod, 2015)
4.3. Secondary / Desk Research
Secondary research which is also known as desk research involves data that was collected by someone for
others which is available for free. In other words, the research is done mainly by sitting at desk to understand
other people work and adopt. Such research involves very low cost compared to field research. The common
sources for data collections are from social media, web sites, magazines and periodicals. The different types of
secondary research are as under: -
A. Online Research: -Online research is very essential to understand the current hospitality and consumer
trends. If any organization failed to analyze may fail to maintain sustainability. So, it is very essential to
adopt current features to stay updated with current trends. To keep abreast, new upcoming restaurant owners
must do online survey and read customer reviews of their competitors about quality of food, servicesand
value for money.Also, it enables to perceive about adoption of latest technology like online ordering apps
and Bluetooth magnet etc. As customers are well versed with these technologies most business outlet should
make these facilities available at their restaurant. Moreover, facilities like epos and digital money payment
facilities should be made available for customer.Safety and security of customer is very essential for
effective business on long run. So, safety devices like cctv cameral and firefighting equipment are required
to build trust with customer. Now-a-days most business operators are into social media like Facebook,
twitters etc. which enables them to do promote marketing in mass. ( Pilon, 2012).
B. Printed Research: - Another source of research for gathering data is print media where most people used as a
source of gathering static information for any new outlet in the city. These print mediaexplain the product in
detail to give reader the actual image and to grab their attention. Some examples of print media are
newspaper, leaflet, template or posters are used as a source of advertisement. Other source is bill board
where advertisement is done to grab the attention of masses.For any new business operation print media is
an important source of building awareness among masses where leaflet is used as a medium. As a startup
leaflet or print media act as an information amongst locality.
5. Cultural issues
With the growth of globalization lead to immigrants embarkment into the city for better life style which created
cultural diversity. In other word culture is defined as a set of values or tradition being followed due to
religion.Distinctiveness in culture led many organizations to take care of cultural pressing issues before
recruiting and to adopt at work place.
5.1. Issue identified& Suggested actions

19
A. Control Cultural diversity: -Due to diverse culture immigrantsfrom different ethnicity or race work for
an organization. It is observed that at initial phase people find hard to adopt the new environment due to
differences in culture and food habits. Also, deviance in language barrier creates anxiety, depression as
they feel uncomfortable to share their delima. As an organization it is prime concern to resolve these
issues initially by interacting with staff and giving them space to adopt the new environment. Moreover,
every staff should evaluate rationally based on their performance and guest feedback. Thus, racial
discrimination should be strictly avoided as it has negative impact at work place and encourage to treat
every staff as an individual.
B. Religious practice: - Every religion is unique on its own with its beliefs and traditional values which is
based on food habits or related to worship. Organization recruiting staff should value their beliefs as
sentiments are attached to it.Thus, every staff should be given some space from work place when it
comes to religious practice. Forexample, Christian tends to attend mass on Sunday whereas Muslim
attend Nawaz on Friday afternoon. So, when an organization is recruiting staff they should take
thesefactors into consideration. Moreover, there is difference in food habit too where Hindus avoid
taking beef and Muslims avoid pork and preferred halal meat only.Thus, for any food outlet it is
essential to t into consideration like food habits of Muslims to make availability of halal meat whereas
Hindu do not take beef and Christians love to have all types of food.
C. Time space and taste: -Cultural difference has bought about changes in business operational timings.
Most people have the culture of having breakfast at a restaurant or maintaining reasonable space based
on cultural issues. Now-a day’s most corporates have adopted the culture of dining out which may be
meeting or celebration. As a restaurant operator differences amongst individual opinion should be taken
into consideration and adopt at workplace. Different people have different food habit and the waiter
should collect every bit of information before placing guests order. As a restaurant staff they should
understand guest comfort by giving them space while taking order or while making payment.
D. Current Trends: -People now- a -days are very health conscious and try to gather more information
before consuming. Since Auckland population comprises of diverse culture the concept of Vegetarians,
Vegans and food allergies have adopted by most food outlet. With newest buzz most customer prefer
organic and plant-based food because of nutritional values (Mealey, 2018).So, most restaurant have a
variety of options in their menu to maintain stability and retaining repeat customer. For example, more
organic food and no artificial flavor or color is the preferred trend.
6. Operations
6.1. Business Location:- The restaurant is located in Rotorua in Haumoana south of Hawke Bay on the east
coast of the North Island in New Zealand. The restaurant is facingbeach which is its uniqueness and would

20
give guest an unforgettable experience. The reason for choosing this location is to create a unique selling
point as none of the restaurant within the surrounding area has this feature. The restaurant will be in 32
Haumoana Road, North Island, New Zealand. The planned location of the restaurant as under where the
beach is its major advantage.
Figure 5 :-Outside View (Haumoana, n.d.)Figure 6:- Location of restaurant(Haumoana, n.d.) Figure 7 :- Geographical view of restaurant
The building will be taken on lease and the restaurant will be on ground floor. The approximate size of the
restaurant will with seating capacity of 40 people or 450 square feet plus kitchen/serving areas. So overall
building with parking area required will be 1200 square feet. The image below where the ground floor is taken
for startup of restaurant.
Figure 8 :- Outside view of restaurant
The layout of the restaurant as under: -

21
6.2. Production/service process: - As a food outlet it is very important to follow the process involved in
production of food. The organization should abide by the proper guideline and need to analyze the hazard.
Thus, the various steps involved to produce the product are asunder: -
STEPS FOOD SAFETY STANDARD CONTROL
Delivery All food delivery to be done by
segregating vegetables and meat product
to avoid contamination and to be fresh.
To keep the vegetable fresh proper temperature
required to maintained by delivering in a refrigerated
van.At the receiving point of restaurant all items to be
checked for quality and temperature tallying with
delivery receipt.
Storing Segregation required for Vegetable and
meat product
Proper process required to follow while storing food
items based on LIFO and FIFO method. Also, while
storing all meat items to be stored at the bottom of rack
and vegetables on top and monitor regularly for fridge
temperature to avoid spoilage.
Preparing Avoid physical contamination All equipment used should be kept separate for
vegetable and meat product. Forexample, restrict using

22
same equipment for vegetables and meat item to ensure
correct working practice.
Cooking Correct temperature to monitor In the production process they must follow the standard
recipe during cooking and record time and temperature
to avoid wastage.
Serving Proper portion control It is essential to maintain right temperature before
serving the food to customer. Any prepared food should
be kept at 60-degree centigrade is a good practice.
Storing Proper temperature required to avoid
bacterial contamination
All food items not sold has to be stored at correct
temperature to avoid spoilage. Cooked food those are
not stored at correct temperature will start forming
bacteria. As per HACCP guideline cooked food can be
stored up to 3 days.
Clean up At the end of each cooking process clean up each
individual area to avoid pest and at the end of the day
clear all bins from work station.
The service process laid down from receiving the guest to payment are as under: -
6.3. Resource Requirement for production: -To set up a restaurant various equipment’sare required for both
kitchen and guest area. The required items names with quantity and cost of eachare as listed under: -
On arrival the guest is
greeted by host and
directed at their
respective table based
on the number of pax
The assigned waiter
greet the guest and
place the menu card
for placing the order
Upon receiving the food
and beverage order the
waiter place KOT at the
respective outlet
If the guest had beverage wait
till they have finished or
inform guest if the food to be
served
After guest had their
meal clear the table and
place the bill and thank
them

23
A. Kitchen
Sl.no
Items
Quantity
Amount in NZD
1
Delta stand up
freezer
1 2,900
2 Two-door chiller 1 2,245
3 Food processor 1 190
4 Deep fat fryer 1 600
5 Electric range 2 1,500
6 Dishwasher (Euro) 1 3,356
7 Blender/Mixer 2 416
8 Griller for sandwich 1 199
9 Microwave 2 320
10 Work Station 2 4,000
11 Salamander 1 4,100
12 Ice Machine 1 3,000
13 Stainless steel rack 2 400
Kitchen wares:
1
Stainless Steel
Cooking set
2 1,200
2 Frying pans 6 790
3 Chopping Board 3 100
4
Kitchen Knife set
chopping board
1 395
5 S.S Mixing Bowl 4 325
6 Saucepan 4 120
7 Food Containers 10 150
8 S.S. Stockpots 5 400
9
Take- away boxes
with cutlery
50 650
Total 27,356
B. Restaurant
Sl.no Items
Rate
(NZD)
Size
Quantity
Required
Total in NZD
1
Mocha Chair
Upholstered
43 410W x 500D x 850mmH 45 1935
SM France Table 55 1200x800MM 3 165
3
S.M. France Round
Table
60 46" 3 180
4 S.M. Square table 90 30"X30" 4 360
Dinner Table for two 95 30"x26" 4 380
6 Bar 5-seater Sofa 630 42"X60" 2 1260
7 Corner Sofa 3600 As ordered 1 3600

24
9 Bar Stool 192 29" high 3 576
Grand Total 8456
6.4. Suppliers
The following are the selected list of vendors for Mayuri& Mash which are as follows: -
Meat Vendor Food and Food Products Fruits & Vegetables
JR wholesale Meats (JR wholesales meat , 2017)
6/D Malvern Road
Onehunga
Phone: 09 634 0597
Email:
sales@jrwholesale.co.nzaccount@jrwholesales.co.nz
Fresha export
PO BOX 1068
Auckland 1140
New Zealand
Phone: +64 9 623 9483
+64 21 448 852
Email:
mike.audi@fresha.co.nz
Fresh direct export
(fresh direct, 2017)
29 Clemow Drive, Mt.
wellington
Auckland, New
Zealand
Phone: +64 9 573 4100
Fax: +64 9 573 1101
Kitchen & Furniture Water Kitchen & Furniture
Trade depot (TRADE
DEPOT.co.nz, 2017)
306 Neilson street, Onehunga
Auckland, New Zealand
Phone: 09 636 1111
Email: info@tradedepot.co.nz
Water 4 U (water 4U, 2017)
Phone: 0508 928 374
Website: www. Water4U.co.nz
Southern Hospitality Ltd.
79 St Georges Bay Rd, Parnell,
Auckland 1052
Phone: 09-300 3044
Internet /Landline connection For dishwasher and freezer For electric gas, deep fat fryer
Spark New Zealand (Sparknz,
2017)
167 Victoria Street
Auckland 1010
Phone: 0800 800 123
Website: www.spark.co.nz
Ice Independent catering equipment and
supplies (Chiller , 2018)
Phone: 0800 423 583
Email: sales@icecateringequipment.co.nz
3600 North Point
Blvd. Baltimore, MD 21222,
Phone: 410-284-0660
Fax: 800-444-0602
7. Marketing
7.1. Target Market: -Since the operation is based on food the target market will be of all age group which may
be students, couple, tourist, couple and baby boomers etc. The restaurant menu is reasonably priced and
any type of income range can afford. As per customer survey families do not wish to travel much at new
destination occasionally whereas students and baby boomers wish to experience new location and different
food. Tourist will be the main source of generating revenue as per survey we have received many positive
feedbacks.

25
7.2. Market Size; -According to data released in 2017 total population residing in New Zealand is 4785100 and
international visitors are coming to New Zealand is about 3,537,561 each year. Out of which 11% of
tourist tends to travel and explore are the main target market. Moreover, international students in Auckland
and Dunedin are another target market.Rotorua which has population of 65,280 with many Indian food
lovers as per customer survey are major target market. As per household expenditure shows that there has
been reasonable increase in annual income 11.7% and the expenses which has increased to 17.3%
(Household Expenditure Statistics: Year ended June 2016, 2016).
7.2.1. Market Trends :-As per annual visitor arrivals the bar graph shows that there has been increase in
inbound tourist ever year which indicates very positive sign and prospective growth in business.
(International visitor arrivals to New Zealand: December 2017, 2018). The current trend shows that most
people love to dine out at all-time rater then preparing food at home. Also, people prefer to spend
weekend vacation out of city for relaxation and to experience new food and wine. Moreover, launch of
new technology resulted in using mobile application for ordering food at door step.
Competition: -Since the restaurant is located at the beach side there are no Indian restaurant within the locality.
But there are many Indian restaurants in the city which will be our main competitors are Namaskar, Chimney
Indian restaurant, Indian Star Tandoori Restaurant. As per the trade survey done in Auckland it is seen that the
residents within the locality of Alexandra park are major target market due to higher income group and
spending ability. The restaurant targets a daily sale of $10,000/- and do promotion using newspaper and
Facebook. The restaurant is well known for its location which is its unique selling point.

26
Figure 9:- Indian restaurant near by Mayuri& Mash
7.3. Product /Service Positioning
High Quality
Alexander Bar and Restaurant,
Paradise Restaurant High Price
Mayuri& Mash
Low Price
Bawarchi Indian Restaurant
Low Quality
Product positioning helps to determine how well the products of the organization is being communicated with
the targeted market keeping in mind the competitive pressure and customer needs. The above diagram shows
the position of the product where vertical line shows the quality and the vertical line depicts price(Product
Positioning, 2018). Mayuri and Mash which is moderately priced, but the services, facilities and quality are
much higher compared to Alexander bar and restaurant and Paradise restaurant where it is priced relatively
high. Mayuri and Mash offers personalized service along with live music and panoramic view of the beach.

27
7.4. Product Service and design: -Mayuri and Mash which is the only Indian restaurant within the locality
tends to offer much more to customer and value for money. There are numerous food and beverage items
available from the menu which are skillfully garnished from our own in-house kitchen. The menu is
designed as multi cuisine restaurant to give guest the experience of different flavors of India. Some of the
items listed in the menu are cholabahtura, pavbahji,chicken tikka, palakpaneer,chickentikka,masalaand so
on. Beverages are offered both alcoholic and non-alcoholic. Apart from offering sit and dine the restaurant
also offers home delivery service using restaurant apps and online line The main aim of the restaurant is to
establish within the locality and expansion by offering the best service and quality food.
Being a multi cuisine restaurant the interaction with customer is very vital as product knowledge is
required to explain when required. So, the employees required to meet the basic criteria like basic
communication and knowledge on Indian cuisine is required. Also, they need to understand guest
requirement and fulfill by going extra mile.
7.5. Pricing Strategy: -It refers to reaching maximum number of audience with the products to offer to
customer. But at the backend quality product required to produce due to changing trend asmost customer is
aware of food knowledge. As a restaurant operator targeted customer are of all ages so, the menu is
reasonably priced to make it affordable for all. Moreover, the survey results show variance based on
income where students are ready to spend weekly amounting to $40.Thus, the prospect of business seems
to gather mass audience.
7.6. Distribution Strategy: -The restaurant is operational only during lunch and dinner time from 11:00am -
10:00pm and the food will be served only during these operational hours. Based on the food order it will
be prepared and serviced according to the standard operating procedure. Though online promotion and
marketing will be done but main aim of the organization is to do referral selling which enables to attract
newercustomer. Promotion and offers thought attract customer but referral and word of mouth seems to be
more effective. Other strategy will also be taken into consideration for staff inviting their friends or
relatives for dining where discount on food will be given and staff will be rewarded for helping in sales.
7.7. Sales Force
This refers to add sales team member either through internal requirement or through referrals. It depends
on the overall health of the business by making people aware about product and services. This can be
achieved by developing contacts, meeting people and establish relation with the community. If the existing
team is doing well then there will not be requirement to add sales force but on the contrary if the net profit
is negative, then rapid action required to increase sales. Thus to add sales force in the team requires
evaluation of candidate skills and knowledge. There are different ways as how to add manpower within the
team. They are as follows: -
 Look internally if any staff is interested or have previous experience in sales department.
 Ask employee if they know anyone who are working with other organization and are looking for
change.
 Build outside network with guest, supplier, vendors etc.to get skill staff.

28
 Other mode like advertisement in newspaper and online using social media (Sales Force, 2018).
7.8. Promotion mix: - At the initial stage of business,promotion will be done using some finance for
awareness. Different mode of advertisement will be done like direct marketing where for promotion bulk
mail and SMS will be sent for awareness. Online advertisement like Facebook, Twitter, Instagram can be
used to reach masses. Also, print media like newspaper, leaflet, posters and be used and distributed
directly within the locality and super market. Other heavy investment on advertisement is done on
billboards and banners which helps people to know. Audio and visuals media like T.V and radio are also a
source of marketing and promotional of product. But amongst all the word of mouth is one of the best tool
for marketing for selling the product.
7.9. Media Selection: - The best media selection for advertising is social media where mostly all have an
account. The contents involved through sharing on social media network for promoting the brand. The
main advantage of social media is it helps in increasing network, raise general awareness of brand and
create an identity. As the restaurant targets customer of all age group it is essential to understand that not
everyone is versed with latest updates. So, print media like leaflets, fliers will help to reach to maximum
audience.Thus, to reach out to maximum customer agreement is made with newspaper distributor to send
the leaflet along with the newspaper to every household. Also,random handouts will be done on busy
street and mall to create awareness. Moreover, TV and radio will be used as a source initially for one week
for building awareness.
7.10. Media timing schedule: - This is one of the vital thing to understand when the best suitable time is to
do the advertisement so that maximum people would view and with little investment. It is very essential to
understand public lifestyle during weekdays and weekends. Forexample, it is viewed that most people do
not watch t.v. in the morning rather than in the evening whereas on Saturday maximum office goers prefer
staying at home and relax. So,schedule should be laid down accordingly to run the program to capture
mass audience.
Media Timing Costing Reason
Social media
(Facebook,
Instagram)
Every day, N/A
Uploading latest updates on social media timings is
not very important as everyone is very much
connected with social network at all times.
FM 92.9
Radio live
8:00 am to 8:30am $500
This is the time when most people are on wheel
driving to office and uses radio to keep updates
with news. So in-between the program the
advertisement will be played.
FM 95.9
FM
5:30pm to 7:00pm $500
Same as above
Pamphlets
Monday,
Wednesday, Saturday
after starting the
business.
The distribution will be done on high traffic areas
once the business is operational.
Tv One-week $1,000 The advertisement is played for all where office

29
8. Organization
The required staff for running the restaurant as planned is as mentioned below: -
Staff Requirement(Restaurant) Staff Requirement (Kitchen)
Designation Total Heads
Designation Total Heads
Restaurant Manager 1
Executive Chef 1
Restaurant Supervisor 1
Sous-Chef 1
Waiter (Full Time) 4
Cook (Full /Part Time) 6
Waiter (Part Time) 4
Kitchen Helper 3
8.1. Job Description& Specification
There are special criteria for fulfilling the required position for each designation The basic requirement are as
mentioned below: - Restaurant Manager
Job Description Job Specification
 Take responsibility to improve sale and
increase profit for the business.
 Organize marketing activities through
promotional events.
 Prepare weekly sales reports offood control
and sales
 Menu planning on special occasion and
maintain high standards on quality control.
 Prepare staff roster
 Staff recruitment, training, and motivate staff
 Complaint handling
 Meet and greet customers on arrival
 Maintain required par stock and indent
accordingly
 Proven experience as a Restaurant Manager for
2 years
 Extensive knowledge of food and beverage
(F&B) and ability to demonstrate.
 Familiar with restaurant management software
 Strong leadership and analytical skills
 Acute financial management skills
 BSc in hospitality management
A. Restaurant Supervisor
 Responsible to take care of entire front and back
area and ensure customer satisfaction.
 Good spoken and written command over
English and pleasing personality.
continuous in-between
break hours (05:00pm-
7:00pm)
goers and baby boomers are at home during
evening hours

30
 Handling customer complaints in professional
manner.
 Maintain quality control.
 Responsible for staff evaluation for better
customer experience
 Cost control
 Generate weekly, monthly, and annual reports
 Regular on job training for all staff
 Attend regular meetings with HOD
 Should have knowledge of food and beverage
and experience for at least 1 year in similar
role.
 Diploma or degree in Hotel Management
B. Waiter
 Welcome guest in the restaurant and present the
menu.
 Ability to communicate with guest with
confidence and follow the standard service
procedure.
 Should have product knowledge and able to
suggest.
 Adhere to timing standards for products and
services
 Must have knowledge of food liquor, beer and
wine.
 Avoid waste to limit costs
 Ensure that the restaurant is clean at all time.

 Must be able to communicate both written and
verbal
 Must have the physical fit for the role.
 High school diploma or equivalent
 At least one-year experience in food service
operation.
C. Executive Chef
 Responsible for ordering supplies to vendors as
approved by the company and regularly
monitor both perishable and non-perishable
product and conduct schedule inventory.
 Responsible to develop new menus and
establish pricing for the product.
 To ensure that the kitchen is regularly cleaned
and sanitized as per guideline.
 Responsible for hiring new candidate and
supervise team member.
 Stay update with current trend of restaurant
industry and presentation technique.
 Assist kitchen staff and guide the in times of
real crisis.
 Ability to lead the team through analytical
skills and should have excellent
communication skills
 Familiar with computer programlike Microsoft
Word, Excel and Outlook.
 Hospitality Management degree required or
equivalent.
 Minimum two years’ experiences in a similar
capacity in five-star hotel
 Strong knowledge of HACCPand food hygiene
required.
 Knowledge on Indian cuisine is mandatory.

31
D. Sous Chef
 Ability to lead the team in absence of
Executive chef and monitor the production
team and assist them in times of needs.
 Responsible for producing quality product in
timely manner with creativity in the restaurant.
 Indent store in consultation with Executive
chef as and when required.
 Conduct on job training for staff and
supervisor to improve production skills.
 Assist in preparing budget and inventory in
consultation with Executive chef.
 Monitor food wastage to reduce cost and
optimum resource utilization.

 1-3 years’ experience in similar position in
chain restaurant. or in hotel.
 At least 2 years Culinary degree or equivalency
in work experience required.
 Knowledge on food safety regulation and food
hygiene required.
 Sound knowledge in computer required.
 Knowledge on Indian cuisine is mandatory.
E. Cook/Chef
 Should have working knowledge in preparing
Indian recipelike Indian curries, Tandoori Dishes
with new innovative ideas.
 Should be able to plan menu with line manager
with suggestions.
 Responsible for receiving store and storing the in
proper manner using the method LIFO and FIFO.
 Responsible for keeping respective area neat and
tidy.
 Working knowledge of cost control and minimize
wastage.
 Should have at least 6 month working experience
in any Indian food outlet or in restaurant.
 1-year culinary degree or relevant working
experience.
 Indian food working knowledge required.
 Computer skill desirable.
F. Kitchen Helper
 Responsible to work in coordination with chefas
and when required like washing and peeling
vegetable.
 Should wash used cutlery, crockeries and store them
in proper manner and remove rubbish.
 Working knowledge ofchemical and cleaning
method required but not mandatory.
 Knowledge on food and personalsafety.
 Knowledge on handling ofkitchen equipment.
 Experience in similar position is desirable.

32
 Receive store and arrange properly.
 Clean kitchen as and when required.
8.2. Business Partner
Mayuri & Mash is an independent restaurant with sole ownership and there is no business partner involved. The
finance required for business startup is $5,25,000NZD where an amount of $ 1,25,000NZD will be borrowed
money from friends and families and $4,00,000NZD is taken as loan from bank. Apart from financials, external
stakeholders are required for smooth operation of business and maintaining long term relation. So, vendor
selection required after scanning the market for good reputation and best offers for raw materials, beverages,
kitchen appliance etc.Moreover, as an organization they need to check on vendors or suppliers for quality
supply of raw materials to avoid bad reputation in market.
8.3. Legal form of ownership
Mayuri & Mash is a sole proprietor business and has no sperate existence from its owner and personally
responsible for profit, loss and debts. It is one of the simplest business as there is no mediator involved and all
the responsibilities are bored by the owner and it is inexpensive with basic formalities. Desired bank account is
to be opened against the owner name for financial transaction for managing the business, supplier’s payment
and taxes. But the possible liability can be alarming if any business loses occurred or business-related
accidentmust be compensated by the owner (Sole Proprietorship, 2018).As a business owner it is an
independent governing body to take the ownership of decision making ,strategies to increase sales and
marketing tool to promote business. Due to its simplicity if the business suites consumer there may be prospect
for expansion but if it runs under loss may face serious consequence.
8.4. License and permits
The required licenses and permit for operation of new restaurant are as under: -
A. Business License: - In order to set up business an authorization is required from the governing authority
for setting up of business defining the type of organization. It involves filing a request to the authority
with business name with small amount of fees.
B. Employer identification number (EIN): - An organization running a business require to inform the
government about its business operation where EIN is required to identify as employer and to file for
business tax every year. This can be done by filling online for by paying a nominal fee.
C. Certificate of occupancy: - The certificate of occupancy is issued by local authorities upon application
made where specific date is given for inspection. After inspection is done a certificate is issued which is
displayed to ensure the restaurant is safe for customer and employees.
D. Food service license: -Any food establishment require Food service license which is issued by city
health department upon inspection. A detail inspection is done of site by identifying key areas like food
safety, food preparation, food storage etc. But without food license no restaurant can serve food or start
the restaurant.
E. Liquor License: -As the restaurant is going to serve Liquor an application requires to file for license to
Rotorua lake council but prior to that no alcohol can be serveuntil certificate is issued. The application is
done online with nominal fees and it takes about 6 months to a year for getting the approval.

33
F. Sign Permit: -Any new establishment to display their business name an approval is require to city
council by putting up an application. The permit gives the owner an authority of advertise by displaying
the restaurant name to enable the local people aware of the new business ( Norberg , 2016).
9. Financial
Financials refers to monetary transaction pertaining to income and expenditure. The information is used as data
by companies to come to a conclusion about the health of the organization. In layman term the data are shown
whether the organization is doing reasonable profit or running in loss. Some of the statements used by
organization as follows: -
 Sales forecast
 Capacity analysis
 Inventory schedule management
 Cash flow statement
 Depreciation schedule
 Income statement
 Statement of financial position
The above mentioned data are available in appendix.
9.1. Analysis of Financial Statement
9.1.1. Return ratios
The term defines overall performance of the business which can be calculated by deducting all operational
expenses and liability from gross profit divided by loan and equity. In other word it refers to amount of money
invested on the business and the amount of profit made over a period of time (Return on Investment (ROI),
2018)
Year Formula Data Return on Capital
2019 Net profit before tax & Interest
-------------------------------------- X 100
Owners’ Equity + Long term loans
122,072+12000
--------------------- x100
125,000 + 400,000
25%
2020 Net profit before tax & Interest
-------------------------------------- X 100
Owners’ Equity + Long term loans
150,604 + 12000
--------------------- x100
125,000 + 400,000
30.9%

34
9.1.2. Gross Profit Percentage
It refers to the total revenue generated through sales after deduction of cost of goods sold (COGS) like raw
materials etc. (Gross Profit Margin, 2018)
Year Formula Data Gross profit percentage
2019 Gross Profit/Sales x 100 284338
-------- x100
378922
75%
2020 Gross Profit/Sales x 100 301549
---------- x100
401884
75.03%
9.1.3. Net Profit Percentage
This refers to the percentage of deduction made from production, administrative and operational cost from gross
profit and the value remaining value after the deduction is referred as net profit (Net profit ratio, 2018)
Year Formula Data Net profit percentage
2019 Net profit/ Net Sales x 100 122,073
----------x100
400,000
30%
2020 Net profit/ Net Sales x 100 150,604
----------- x100
350,000
43%
9.1.4. Current Ratio
It refers to the company current assets in value and its ability to pay off short and long term commitment. In
other word it means the overall companies current assets (Current Ratio, 2018).
Year Formula Data Ratio
2019 Current Assets / Current Liabilities 130,392
----------
150,000
1.86:1
2020 Current Assets / Current Liabilities 100,312
-----------
130,000
0.77:1

35
9.1.5. Liquidity Ratio
The term defines the obligation to pay off the debts to the bank by the company by using the calculation of
matrix by analyzing the relation to liquid assets to cover the short term debts (Liquidity Ratios, 2018)
2019 Current Assets (excluding Inventory +
Prepayments) / Current Liabilities Equity
Ratio
358,12
----------
150,000
0.23:1
2020 Current Assets (excluding Inventory +
Prepayments) / Current Liabilities Equity
Ratio
408,12
-----------
130,000
0.31:1
9.1.6. Equity Ratio
It refers to the solvency ratio invested in the company by owner and by comparing the total assets of the
company. It generally refers to the overall financial position and health of business (Equity Ratio, 2018)
2019 Total Shareholders’ Equity / Total Asset
x100
125,000
---------- x 100
185,755
0.67:1
2020 Total Shareholders’ Equity / Total Asset
x100
125,000
----------- x100
150,000
0.83.:1
9.1.7. Debt Ratio
Debt ratio refers to company’s leverage on total assets expressed in percentage. The higher the leverage it
means more debt which imply greater financial risk (Debt ratio, 2018).
Year Formula Data Percentage
2019 Total Liabilities ÷ Total Assets x 100 150,000
---------- x 100
400,000
37.5
2020 Total Liabilities ÷ Total Assets x 100 130,000
----------- x100
350,000
37.1

36
9.1.8. Return on total assets
The term defines the total profit made before paying interest and tax. The greater the return it means the health
of the business is profitable and making profitable return (Return On Total Assets - ROTA, 2018).
Year Formula Data Percentage
2019 Profit Before Interest and Tax / Total
Asset x100
378922
---------- x 100
400,000
94.73
2020 Profit Before Interest and Tax / Total
Asset x100
401884
----------- x100
350,000
114.82
9.1.9. Break Even analysis
The term defines as when the organization reaches to the point when there is no profit nor loss made in a
particular month.
Projected break even
analysis 2019
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Opening Cash balance 0 492716 477555 462502 447105 433687 420312 411503 398469 402183 405233 409482
Sales/cash receipts /
revenue 33161 33828 33197 30685 30709 30658 35099 30874 40594 41381 42728 43008
Total Expenses 85401 48989 48250 46064 44127 44033 43908 43908 40308 40431 39977 38227
Total surplus from
operations (sales -
expenses)
-
52240 -15761 -15053 -15397 -13418 -13375 -8809 -13034 286 950 271 4781
10. Management Information System (MIS)
10.1. Types of information required
Operation Prospective Business prospective
Point of Sale
systems
POS reflects overall health of the
business. But it alsoinvolves process
as how the food order is
taken,placing order to kitchen and
delivered. Moreover, it requires
tallying of number of portion served
per day.
Managing
reporting
system
All data collected from restaurant
per day sale must be analyzed and
prepare a summery by manager
based on income and expenditure
and percentage of profit made.
Communication
Systems
This involved process of
communicating with the guest, front
of house and back of house staff. A
systematic process
Process
control
It refers on quality control on both
operation and production process. It
indicates that if the process followed
in proper order or not as per the

37
indicatesprofessionalism and healthy
growth of business.
standard. For example, standard
recipe or process involved taking
order to delivery of food to guest
table.
HRM Systems Staff employment involves cost
where restaurant business is difficult
to forecast. As HRM expenses on
manpower to be made and present to
understand overall expenses and
profit made from business
prospective.
Inventory
control
From the financial point of view, it
indicated as how much amount of
goods in hand and amount sold. It
gives a general idea about quantity
to order based on future forecast.
Financial
Management
systems
Since restaurant management is about
cash flow. Cash should be made
available to run the operation.
However, track should be kept
recording expense made and cash in
hand before closing the shift and
report accordingly.
Accounting
and finance
It is the department that finally
compile all the department report
and summarized about the overall
health of the business and
accordingly the management acton
cost reduction.
( Gartenstein, Management Information Systems in Restaurants, 2017)
10.2.Types of information made available: -As a business operator not all information are shared with public.
Information which is relevant from business prospective are made available whereas matters relating to
operations, system and procedure are an internal operation and solely used for controlling the
administration. As a restaurant operator they need to understand from consumer prospective what they
want and only that information should be made available in public. For example, information like location
of restaurant,their competitors,types of product available and price that information should be made
available. Other than that, rest all information should be control copy to be used only for internal purpose.
10.3.Use of internet: - Now-a-days the use of internet is very high whether it is for personal or business.
Everybody uses for collecting information and sharing opinion. From business prospective any new
upcoming establishment are shared online to capture audience. Moreover, with innovation and market
trends fast evolving, enables business operators to research, adopt and implement into their system. Also,
information related to government rules and regulation that are imposed are made available online.
Moreover, internet helps to study new suppliers in market and their pricing strategy of their product. Every
food outlet relates to Zomato where people share their personal experience about the food quality and star
rating which give readers a general idea whether to opt for or not. Another interesting feature of internet is
net banking where transaction is done through wire for making payment. Any professional who are
familiar with online system can make payment sitting on desk like staff payment, supplier bills or paying
utility bill. It is one of the tools that is used in every business operation to ease up the process time save
time and money.
11. Critical risk
11.1. Potential problems: - As the restaurant is operated using manpower where human touch is involved there
are chances of arising issues. There are many problems that arises where as some of the are discussed. They are
as follows: -

38
A. Customer service: - A professional and well-presented staff creates a positive approach toward customer
which increases probability of repeat customer whereas a nervous or unfriendly staff creates a negative
impression about the organization. In other words, a well dedicated staff passionate about the profession most
probably tends to leave a lasting impression.
B. Hiring and training: - Most organization lacks the initiative of training staff since authorities are more
engrossed in establishing business and profit generation failing to realize to build professional approach. This
creates negative impression about the organization with less career progression leads to employee turnover.
C. Management issues: - In any food production delivering right product is key to success failing may result to
loss of business. So, it is grave concern for management to keep an eye on supplier for issuing right quality of
raw materials, periodical checking of inventory to avoid pilferage and schedule supplier payment. Ignoring this
area can lead to negative outcome.
D. Food hygiene: - In food operation business potential risk involved for food handlers and immediate action
should be taken for food contamination. If food safety policy is ignored and customer claimed health issues
after consuming food from outlet may have to face grave consequences, proper guideline should be laid down
and adopt at workplace.
E. Lack of Capital: - Business operators have to face serious challenges in managing cash flow and keeping the
operation running. Most operations had to shut down because of poor management and lack of financial
turnover for schedule staff payment.
11.2.Probability of occurrence: - Hospitality professionals come acrossdifferent instances where chances of
occurrence of problem arises when staff failed to handle situations. There are many situations arises daily
but couple of them are discussed which are as follows: -
A. The menu: - It happens when menu planning is not done properly where many items are incorporated in
the list and not properly designed making it less attractive or there are less items in the menu making
customer difficult to choose from the list. So, it is very essential to do an extensive research through
survey trying to understand what customer wants from restaurant and to design target product expected
to sale high.
B. Customer Service: - Being newly opened restaurant with fresh recruited staff they may not be very
confident to converse with guest or may not be very every knowledgeable about food which might
annoy the guest. Also, while serving guest they may be nervous which may result in dropping food on
guest. To avoid these issues intensive training need to organize to build confidence with staff and guest
to deliver exceptional service.
C. Operational issues: - Most business organization fail to work on facts and figure as they are engrossed in
deliver customer service failing to realize to monitor back of house issues. Thus, it ends up excess
wastage and delivering food more than the standard portion and failing to work on standards
productions. So, to ensure effective service,the management need to develop checklist to keep checks on
pressing issues to deliver quality services to customer (7 Surprisingly Common Problems That
Restaurants Face, 2015).

39
11.3.Management of problems
To manage and run a restaurant requires heavy investment and liquidity with skilled staff to understand
company objective. Manyrestaurantsfail to sustain in the market and had to shut down as they fail to identify
common operational issues which in later stage gives as setback to the organization. There are many issues
often arises from management point of view but some of them are discussed here: -
A. High Staff turnover: -Frequent staff turnover often lead to failure to meet the quality standard. Even
replacement of staff has taken place, but the new staff require time to learn the system and procedure’s.
As restaurants are people oriented frequent staff rollover creates a negative impression on guest as they
may have feeling due to lack of staff retention or poor management. Also, there are chances of spreading
negative message in the market about the organization of poor administration.
B. Inefficient payroll: -With the increase in hourly rate it is very difficult for restaurant operator to keep
high number of staff on full time role. As they have to keep an eye on sales figure on daily basis to meet
the desired targets in order to pay staff and to keep a reasonable profit. Moreover, the management must
keep themselves updated with the upcoming events and plan accordingly to hire staff on casual basis. It
thus results in saving organization cash outflow.
C. Lack of standard: -As a business operator it is essential to have a mission and vision set before setting up
a restaurant with proper system and procedure in place. If the basics are not set it may result in poor
quality output and may face legal consequences. Also, if the standard cost control techniques are not set
may results to wastages. Moreover, if the style of management is not planned it may result to
mismanagement and wrong messages may spread amongst masses about the organization.
12. Milestone schedule
12.2.Timing objective
Objective of Milestone Task Duration
To open a restaurant with an aim to
successfully operate and run in the
locality and expand within the city.
Developing key objective for
business
By July
Brain storming for finalizing the
business name
By July
Work on financial aspects and
finalizing bank for loan application
and obtaining.
By end of July
Finalizing business location and
lease
By August
Redesigning of restaurant interior
and completion
By 1st
week of December
Hire departmental head (Executive
chef and Restaurant Manager)
By mid of September
Developing and finalizing
restaurant menu
By first week of December
Hire and train staff Mid of November -December
Grand opening December 28 at 05:00 PM

40
13. Conclusion
In conclusion, I would like to say that a vey well planned research is done to venture on Mayuri & Mash which
is the new upcoming project in Rotorua. As per research done the restaurant is going to be very successful due
to lack of competitors in the locality and survey results were very positive where people are interested in
venturing for relaxation, adventures and trying new food. The restaurant is having many unique features due to
its strategic location, live fusion music and jaw dropping food. Also there are readily availability of suppliers in
the city for procuring of raw materials and also tie up were done with international supplier for quality spices. A
detailed research on financials are done forecasting on financial aspect and break even. Moreover, at the initial
phase therestaurant will be running on loss until September but from October the restaurant will start earning
profit. The positive sign of business is that though marginal loss is done every month but the figure is reducing
every month until break-even point is reached which is expected to meet on September and followed by the
following month. An extensive research is done on all financial expects for a minimum period for two years and
expected rise of business revenue with a margin of 6% for 2020.As the restaurant is a specialty restaurant a
much emphasis is given to recruit quality and qualified staff for the organization and milestone schedule is
prepared well ahead regarding planning and designing of menu and as well as staff training. Thus, it is expected
that the restaurant is expected to open on December 28 to grab the attention of tourist and to do extensive
marketing on the occasion of New year.
14. References
Gartenstein, D. (2017, 9 26). Management Information Systems in Restaurants. Retrieved from bizfluent.com:
https://bizfluent.com/info-8030472-management-information-systems-restaurants.html
McLeod, S. (2015). Observation Methods. Retrieved from www.simplypsychology.org:
https://www.simplypsychology.org/observation.html
Norberg , E. (2016, 11 28). 7 Licenses and Permits Required to Open a New Restaurant. Retrieved from sirvo.com:
https://sirvo.com/management/licenses-permits-open-new-restaurant/
Pilon, A. (2012, 03 28). Online Ordering Survey: Many Restaurants Updating Ordering Methods. Retrieved from
aytm.com: https://aytm.com/blog/market-pulse-research/online-ordering-survey/

41
Why is PEST Analysis Important for a Business? (2016). Retrieved from www.brightonsbm.com:
https://www.brightonsbm.com/news/pest-analysis-important-for-a-business/
7 Surprisingly Common Problems That Restaurants Face. (2015, 7 25). Retrieved from restaurantengine.com:
https://restaurantengine.com/common-problems-restaurants-face/
Adamkasi. (2016, November 03). PESTEL analysis of Restaurrant Industry . Retrieved from freepestelanalysis.com:
http://freepestelanalysis.com/pestel-pestle-analysis-of-restaurant-industry/
Chiller . (2018). Retrieved from www.icecateringequipment.co.nz: http://www.icecateringequipment.co.nz/149-chiller
Current Ratio. (2018). Retrieved from www.investopedia.com: https://www.investopedia.com/terms/c/currentratio.asp
Debt ratio. (2018). Retrieved from www.investopedia.com: https://www.investopedia.com/terms/d/debtratio.asp
Employment agreements. (2018). Retrieved from www.employment.govt.nz: https://www.employment.govt.nz/starting-
employment/employment-agreements/
Equity Ratio. (2018). Retrieved from www.myaccountingcourse.com: https://www.myaccountingcourse.com/financial-
ratios/equity-ratio
Food control plan. (2017, April 20). Retrieved from FOOD SAFETY: https://www.mpi.govt.nz/food-safety/food-act-
2014/food-control-plans/
Gartenstein, D. (2018). Type of Products & Characteristics for a Restaurant Marketing Plan. Retrieved from
http://smallbusiness.chron.com: http://smallbusiness.chron.com/type-products-characteristics-restaurant-
marketing-plan-76581.html
Gross Profit Margin. (2018). Retrieved from www.investinganswers.com: http://www.investinganswers.com/financial-
dictionary/ratio-analysis/gross-profit-margin-2076
Household Expenditure Statistics: Year ended June 2016. (2016, 12 2). Retrieved from http://archive.stats.govt.nz:
http://archive.stats.govt.nz/browse_for_stats/people_and_communities/Households/HouseholdExpenditureStatisti
cs_HOTPYeJun16.aspx
International visitor arrivals to New Zealand: December 2017. (2018, 2 7). Retrieved from www.stats.govt.nz:
https://www.stats.govt.nz/information-releases/international-visitor-arrivals-to-new-zealand-december-2017
Liquidity Ratios. (2018). Retrieved from www.investopedia.com:
https://www.investopedia.com/terms/l/liquidityratios.asp
Mealey, L. (2018, 4 1). 2018 Restaurant Menu Trends. Retrieved from www.thebalance.com:
https://www.thebalance.com/restaurant-menu-trends-4125112
Net profit ratio. (2018). Retrieved from www.accountingtools.com:
https://www.accountingtools.com/articles/2017/5/5/net-profit-ratio
New Immigration rules will severely impact NZ business. (2017, April 21). Retrieved from
http://www.scoop.co.nz/stories/BU1704/S00546/new-immigration-rules-will-severely-impact-nz-business.htm
Perkins, C. (2017). political problems effecting the resturant industry. Retrieved from retrived on: 18/11/2017;
http://smallbusiness.chron.com/political-problems-affecting-restaurant-industry-62098.html

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