Project On Food Service and Management Goa

FOOD AND SERVICE MANAGEMENT AT MEZZE, GOA
ACKNOWLEDGEMENT
I would like to gratefully acknowledge to Department of Master of Tourism Administration (MTA), Sharnbasveshwar College of Arts, Gulbarga for enlightening experience and for flagging of this opportunity, which will definitely open new gateways and avenues to my journey into this new world. Sincere thanks are also extended to our Coordinator Mrs. Vanishree C T for their inspiring guidance, motivation, valuable suggestion and constructive criticism during the course of my summer internship program and preparation of this report. I also extend my sincere gratitude to Prof. Vinod. N. Kalannavar, lecturer, and entire teaching and non-teaching staff of Master of Tourism Administration (MTA) for their support and cooperation. Words are not enough to express my gratitude to Mr. Anirudh Sarode (ProprietorMezze Food and Drink Affair, Goa) and all those persons who helped and guided me throughout my in-plant training program by providing me with precise and apt knowledge pertaining to my subject and interest in this very short span of time. Indeed, words fail to express my profound sense of appreciation and heartfelt indebtedness to my parents for their love and affection showered upon me.
NAKUL.P.CHAWDA
DEPARTMENT OF MASTER OF TOURISM ADMINISTRATION (M T a)
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FOOD AND SERVICE MANAGEMENT MEZZE, GOA
CHAPTER. NO
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CONTENTS
INTRODUCTION 1.1 INTRODUCTION TO PROJECT 1.2 OBJECTIVES 1.3 LIMITATIONS THEORETICAL FRAMEWORK AND REVIEW LITERATURE 2.1 INTRODUCTION OF HOTEL INDUSTRY 2.2 MEANING AND CONCEPT OF RESTAURANT OF
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1 3 4 5 5 7 8 9 11 12 13 14 16 17 18 19 20 22 23 25 26 28 30 42 42 44 45 47 48 49
RESEARCH DESIGN 3.1 COMPANY PROFILE 3.2 GUEST RECEIVING AND ORDER TAKING METHOD 3.3 RESTAURANT LAYOUT 3.4 KITCHEN ORGANIZATION 3.5 KITCHEN LAYOUT 3.6 KITCHEN ACTIVITIES 3.7 FOOD PRODUCTION FLOW CHART IN MEZZE 3.8 PURCHASING OF RAW MATERIALS 3.9 STORAGE 3.10 KITCHEN EQUIPMENT 3.11 BAR 3.12 BAR LAYOUT 3.13 ORGANIZATION STRUCTURE OF MEZZE 3.14 TYPES OF CUISINES 3.15 ACCOUNTS DATA ANALYSIS AND INTERPRETATION SUMMARY AND CONCLUSION 5.1 FINDINGS 5.2 SUGGESTIONS 5.3 CONCLUSION SUGGESTIONS FOR FURTHER RESEARCH REFERENCES AND BIBLIOGRAPHY APPENDICES
4 5

LIST OF CHARTS
Chart 3.1: Guest receiving and order taking method, Chapter 3 Research Design, Page no. 11 Chart 3.2: Food production flow chart, Chapter 3 Research Design, Page no 17 Chart 3.3: Organization chart of Mezze, Chapter 3 Research Design, Page No 25 Chart 4.1: Chart explains about the food served was hot and fresh, Chapter 4, Data Analysis and Interpretation, Page No 30 Chart 4.2: Chart explains about whether menu had excellent selection of items, Chapter 4, Data Analysis and Interpretation, Page No 31 Chart 4.3: Chart explains about whether the quality of food was excellent, Chapter 4, Data Analysis and Interpretation, Page No 32 Chart 4.4: Chart explains about whether the food was tasty and flavorful, Chapter 4, Data Analysis and Interpretation, Page No 33 Chart 4.5: Chart explains about how much the customer had to wait for their order, Chapter 4, Data Analysis and Interpretation, Page No 34 Chart 4.6: Chart explains about whether the customers were seated promptly, Chapter 4, Data Analysis and Interpretation, Page No 35 Chart 4.7: Chart explains about whether a server there to take their order quickly, Chapter 4, Data Analysis and Interpretation, Page No 36 Chart 4.8: Chart explains about whether the server was friendly and patient while taking the order, Chapter 4, Data Analysis and Interpretation, Page No 37 Chart 4.9: Chart explains about whether server coordinated the timing of the courses perfectly, Chapter 4, Data Analysis and Interpretation, Page No 38 Chart 4.10: Chart explains about whether server was able to answer all the questions, Chapter 4, Data Analysis and Interpretation, Page No 39

Chart 4.11: Chart explains about whether overall service was excellent, Chapter 4, Data Analysis and Interpretation, Page No 40 Chart 4.12: Chart explains about whether customers would recommend our restaurant to a Friend, Chapter 4, Data Analysis and Interpretation, Page No 41

LIST OF TABLES
Table 4.1: Table explains about the food served was hot and Fresh, Chapter 4, Data Analysis and Interpretation, Page No 30 Table 4.2: Table explains about whether menu had excellent selection of items, Chapter 4, Data Analysis and Interpretation, Page No 31 Table 4.3: Table explains about whether the quality of food was excellent, Chapter 4, Data Analysis and Interpretation, Page No 32 Table 4.4: Table explains about whether the food was tasty and flavorful, Chapter 4, Data Analysis and Interpretation, Page No 33 Table 4.5: Table explains about how much the customer had to wait for their order, Chapter 4, Data Analysis and Interpretation, Page No 34 Table 4.6: Table explains about whether the customers were seated promptly, Chapter 4, Data Analysis and Interpretation, Page No 35 Table 4.7: Table explains about whether a server there to take their order quickly, Chapter 4, Data Analysis and Interpretation, Page No 36 Table 4.8: Table explains about whether the server was friendly and patient while taking the order, Chapter 4, Data Analysis and Interpretation, Page No 37 Table 4.9: Table explains about whether server coordinated the timing of the courses perfectly, Chapter 4, Data Analysis and Interpretation, Page No 38 Table 4.10: Table explains about whether server was able to answer all the questions, Chapter 4, Data Analysis and Interpretation, Page No 39 Table 4.11: Table explains about whether overall service was excellent, Chapter 4, Data Analysis and Interpretation, Page No 40 Table 4.12: Table explains about whether customers would recommend our restaurant to a friend, Chapter 4, Data Analysis and Interpretation, Page No 41

CHAPTER 1 1.1 INTRODUCTION
Restaurant is a commercial establishment committed to the sale as Food and Beverage. It is major revenue producing area in a hotel. The quality and standard of any service area be it is restaurant bar or banquet depends upon the type quality and standard to service gives. Thus food and beverage service department is important only from the revenue generation aspect but also because it generate good will for the hotel. Mezze food and drink affair, a restaurant at Candolim Goa is a multi cuisine restaurant run by 2 entrepreneurs. This project is completely based on the organization and service provided at this restaurant. Various aspects covered are on the basis of different departments, flow of food and the procedure of service. Theoretical and background consists of the detail information about the hotel industry and its relation with tourism. This chapter also deals with the concept of hotel and restaurant, in which it is discussed that what the restaurant should provide. This gives the base to study about the hotel industry and understand in detail about the hotel industry. The next part of this project is the research design; here the information is collected from the primary and secondary sources. The primary sources contains in depth information collected from analyzing and interpreting with the hotel staff and by making the lists of equipments, service method and flow of food. This chapter also discusses the layout, storage, purchase and flow of food and other raw materials. It has also got the profile of the restaurant including its location, ownership and type of restaurant. All the descriptive information based on the questionnaire as customer service survey in which the questions are based on the food and beverage preparation and guest service. The reply of the customers has been analyzed on the basis of rating scale method and they have been interpreted on the basis of the rating given by the customers. The last and final part of summary and conclusion are the drawings from the data interpreted are the findings. In which the problems faced while food service and customer service are taken out and conclusions are drawn from.

This project gives in-detail information about the techniques and skills used to run Mezze with special reference to the food and service management. Project analyzes all the aspects relating to the management of Mezze.

1.2 OBJECTIVES
1. 2. 3. 4. 5. 6. 7. To know and understand about the concept of restaurant. To know organization of Mezze. To know the type of service and food provided at Mezze To understand about how the restaurant operates. To understand about the procedure of food flow and service. To study importance of service in a restaurant. To know the role of chefs in making a restaurant success.

1.3 LIMITATIONS
My study in this project is limited to the Restaurant Mezze- Food and Drink Affair and the food and service areas of the restaurant. No further research has been carried out apart from these departments. The points and the factors mention in this project are limited to the resources found from the survey conducted by observing and communicating with the staff and the rest of information was collected from internet and books related to the hotels.

CHAPTER 2 THEORETICAL FRAMEWORK AND REVIEW OF LITERATURE 2.1 INTRODUCTION OF HOTEL INDUSTRY
Hotel is defined by British law as A Shelter provided, he is in position to pay for it and is in position to be received. We all know the fact that people need accumulation, food and drink while away from their home. As transport and social need take developed from orient civilization through modern times. So the industry has responded to meet those needs. Towards the 18 century the number as the traveler is created more rapidly through merchandised wagons as a form as transport and the use of house carrying for the nobility. To eaten for this need, nature of house as various design were constructed. These houses provide charge of houses, accommodation, food and drink for travelers.
HOTEL INDUSTRY AND TOURISM:Hotel are the vital and essential part of the tourism industry without an adequate development as hotel resources all the national scenery, all the climatic virtue and all The sporting and recreational facilities will not able to sustain a good volume of Tourist trade. Economically tourist bring foreign currency site our land as the spread, it here as paying for food, drinking water as the goods in shop, it has its our sociology aspects. Conrad hot ties, as American has stressed the satisfaction. He gives in the knowledge that hotel development has made it massive for people to get know such other is differentiated. Tourism promote in traditionally understood. Hotels are the most important essential destination. It facilitates the country to provide it wishes to build up tourism. In the promotion of tourism, tourism is a recent phenomenon, if business travel is include in tourism as it is business travel is included in tourism as it is some definition it is of comparatively recent in nature or origin. Tourist is the necessary pre-condition as tourism mechanization has made travel, position for a significant portal population as the developed countries at least and thus tourism has become a matter as a interest cancers to Government and the Governed a life. Tourism in modern, sense has its presence historically but it will be arranged that the difference between the 18 Century and earlier/ The more recent time is not merely a matter as degree, but that the moral as 1850 for example

difference structure, from the world as 1750 in tourism as in everything. Tourism needs variety and India with its most dimension and variety after to energy class its visitors, something not sound creature from the snake chromes the Histological from the system as sock dancers to big game hills. If has been slightly said, No hotels No Tourism the hotel industry is so closely linked to the tourism that it is responsible for 50% as the foreign exchange from tourism thus hotels make a contribution towards tourism trade and enterprises.
CONCEPT:The name Hotel was derived from a Latin word called Hospitiums. The earlier hospitality involved accommodation these come to be known as bins which booked after by in keeps. In Britain these were called Entertainment House. As people began mostly from place to place the hotel industry began growing. In New York City Hotel was the first hotel to house an elevate, thus the trend changed from on ordinary husband establishment to a more organized booking system.

2.2 MEANING AND CONCEPT OF RESTAURANT
Restaurant is a commercial establishment committed to the sale as Food and Beverage. It is major revenue producing area in a hotel. The quality and standard of any service area be it is restaurant bar or banquet depends upon the type quality and standard to service gives. Thus food and beverage service department is important only from the revenue generation aspect but also because it generate good will for the hotel.
WHAT DO RESTAURANTS PROVIDE?

Less time to cook and more disposable income have made dining out a frequent experience for many Indians. The proliferation of fast food and carryout establishments has made the purchase of prepared food more viable too. There are several important factors to consider if you are to be successful in this industry: FOOD As mentioned previously, a restaurant is in the business of selling food. You need to provide your patrons with tasty, properly prepared, and affordable food a product you can go out and sell with pride and confidence. HOSPITALITY As the restaurant host, it will be your responsibility to make sure your customers have a positive experience. To build customer loyalty, you will need to welcome your guests warmly, treat them courteously, and make sure they receive excellent service. SAFE, FAMILY FRIENDLY ESTABLISHMENT It is important to provide an eatery where people feel safe and find the atmosphere friendly. CLEANLINESS You must ensure your restaurant is presentable, and maintain a rigorous standard of cleanliness and sanitation. There are many rules, regulations, and guidelines that govern a restaurant. A large number of these relate to proper sanitation. Patrons will not trust your food safety if they have the impression your restaurant is unclean. In some cases, such as the Goan style restaurant, the owner needs to provide an authentic and one of a kind dining experience. If your restaurant provides a good experience, word of mouth will be your best advertising.

CHAPTER 3 RESEARCH DESIGN
The study is based on primary as well as secondary data. Primary data was collected using both qualitative as well as quantitative techniques. The following methods were used to get the data: PRIMARY DATA Consists of information gathered for some specific purposes and primary data is also that you collect through researches, surveys, questionnaires etc. i. ii. iii. iv. Interviews: formal, informal and in-depth; Case studies: simple and intensive; Group meetings: facilitated and non facilitated; Observations: simple and intensive; and
SECONDARY DATA Secondary data consists of information that already exists somewhere having being collected for some purposes. i. ii. Documents related to restaurant; and Other literatures: reports, articles and books related to food and service management These documents proved useful in understanding the position of different developmental schemes of Tourism regarding implementation, alternatives, solution, etc.

3.1 COMPANY PROFILE
MEZZE FOOD AND DRINK AFFAIR Meze or Mezze is a selection of small dishes served in the Mediterranean and Middle East as dinner or lunch, with or without drinks. In Levantine cuisines and in the Caucasus region, Mezze is served at the beginning of all large-scale meals. A nice little restaurant run by two young enterprising chefs, both willing to experiment and modify the cuisine as requested by the guests. Located on the main Candolim - Fort Aguada road the place is right next to Acron Arcade shopping complex. Mezze is an exception and does Greek, Thai, Italian and Indian food to high standards - with all dishes made with very fresh ingredients and cooked in front of you. What one chef cooks the other tastes and checks before it is sent out to the dinner. Owned by Sandip and Anirudh Sarode, the purpose to start this restaurant was to introduce new varieties of cuisines with fresh and friendly atmosphere. Situated just 100 mts from the beach in North Goa, as it is the happening place in whole Goa. It is situated on Fort Aguada road which has lots of small resorts, helipad and the most famous Taj Vivanta. COCKTAILS AND DREAMS Goa is the Mecca of India for beautiful people, nightlife, sun and celebration. As a major international destination for entertainment, culture, tourist from around the world flock to party until dawn and a good time. Cocktails and dreams was established on 19th Nov 2010. Cocktails Dreams is placed in the heart of Goas clubbing hubs i.e. Baga, Palolem and is Goas 1st and exclusive cocktail bar with ambience, lighting system, Sound and music. Opening soon in Calangute, Panjim, Colva and Raj Bagh. Run by entrepreneurs Ricardo Dsouza, Simon Rebello, Amar Odedra Umesh Modhwadia and Vishal Fatnani always to make you feel special.

Goa is well known for its night life and Cocktails & Dreams certainly comes alive at night. The music and friendly faces make this place a lively atmosphere where you can watch the barman flare or simply have a drink and enjoy a cocktail. TYPE OF RESTAURANT- (MULTI-CUISINE RESTAURANT) This restaurant is a multi-cuisine restaurant specialized in Lebanese, Thai, Goan and Indian cuisines. It has also got chain of Bar Cocktails and Dreams in partnership to serve the drinks to the guests. RESTAURANT LICENCE A restaurant license authorizes the sale and supply of liquor to persons on the licensed premises for consumption with a meal supplied by the licensee. SHACK LICENSE It a type of temporary license provided to run shacks/ restaurants for 6 months with food and beverage facilities. Mezze has got its Shack license which helps them to run restaurant in the peak season that is from October to March. This facility is provided by Goan government to promote tourism and also to maintain the crowd in peak season. Now they have applied and got the permanent license to run the restaurant.

3.2 GUEST RECEIVING AND ORDER TAKING METHOD AT MEZZE
Mezze follows the triplicate method to take the order from the guest. This duty is performed by the steward or the owner/chef. The leaflet used is called as Kitchen order ticket (KOT) for food order, and Beverage order ticket (BOT) for beverage order. One copy of each KOT and BOT is kept in account books to maintain record.
WELCOMES THE GUEST
ESCORTS THE GUEST TO THE TABLE
MAKES THEM COMFORTABLE
OFFERS MENU
TAKES THE ORDER
ORDER COPY TO KITCHEN OR BAR COUNTER

Chart 3.1: Guest receiving and order taking method

3.3 RESTAURANT LAYOUT

3.4 KITCHEN ORGANIZATION:Refers to how people work within the kitchen food slow. Essential organization is critical to any business. MENU PLANNING Menu planning is the base for organizing the kitchen Factors considered for Menu planning at Mezze are 1. Costing : Food cost 33% Over head cost 17% Margin 50%
2. Availability of ingredients 3. Type of cuisines served 4. Cost of ingredients 5. Domestic or imported ingredients 6. Use of ingredients 7. Over head costs electricity, fuel, labor 8. Type of tourist spot and affordability of tourist 9. Market share 10. Rent 11. Asset security and depreciation

3.5 KITCHEN LAYOUT
The layout of commercial kitchen must be planned around and efficient and systematic flow of goods from receipt of goods where a kitchen is built it is designed to achieve a maximum efficiency of time, labor. The Various factors are:1) The type of menu 2) The type of establishment 3) The type and method of service 4) The size, shape and location of food service and position of kitchen.

3.6 KITCHEN ACTIVITIES
PRINCIPLES OF FOOD PRODUCTION:1. Planning of work and its distribution 2. Minimum time lapse between proportion and service 3. Adhesive to standards 4. Proper storage and recycling of food KITCHEN STAFF: 1. Chef 2 2. Assistant 3 3. Steward - 1 CHEF: His work info 1. Organize the kitchen 2. Smooth operation of Kitchen 3. Keeping mise ready 4. To engage the staff 5. Compiles the mess 6. Order the food stuff 7. Meeting the guest 8. Taking feedbacks FOOD FLOW:The usual flow of food through as establishment is: Goods enter the store, where they are checked. They are stored either in dryer, cool storage or freezer. The food is cooked The food either need or served right away.

3.7 FOOD PRODUCTION FLOW CHART IN MEZZE
Menu Planning
Purchasing
Storing
Issuing
Preparing
Processing
Cooking
Serving
Chart 3.2: Food production flow chart

3.8 PURCHASING OF RAW MATERIALS
Purchase of Ingredients: - Purchase requisition form is used to communicate with the purchase department. The chefs complete the list; a day is advance indicating the requirements. Purchasing is done on the basis of nature of material. They can be classified as 1. Perishable Vegetables and butchery Vegetables are purchased daily and the payment is done in cash, as to get fresh vegetables. Butchery items such as red meat, sea foods, poultry and other dairy products have their own suppliers. These butchery items are bought on credit of one month. 2. Non Perishable Non perishable items such as spices, cereals, flours whole spices, contemporary sauces, noodles etc are bought from open market.
3. Semi perishable Semi- perishable items mainly used in Mezze are Thai items like curry paste, tahini etc are also bought from open market.

3.9 STORAGE
The correct temperature ventilation and humidity must be maintained for all stock. The main idea of storing food is to ensure that and adequate supply of food for immediate needs as the establishments is available are stored for different period of time and at different temperature to pressure their whole sameness till requires for preparation and service. Food store in the Mezze is situated at easy accessible area, which is convenient for staff as well as suppliers. There are 2 type of storage:1. Dry storage for nor perishable commodities like cereals, pulses sugar, legumes, rice spices conned food, fats and oils. 2. Low temperature storage for semi perishable and perishable food. 3. Stores: - (Supply of Raw materials) Requisition slips are sent to stores indicate the amount to be issued. This is done in coordination with the store issuing the items the person in receipt of goods is responsible for this safe transfer to kitchen.

3.10 KITCHEN EQUIPMENT
Kitchen equipments and food are necessary to enable various and specialized task to be performed smoothly in a specific period times. Therefore its important to have knowledge of care and upkeep of kitchen equipment. While selectively a piece of equipment certain factors selecting a piece of equipment certain factors have to be kept in mind which are as follows: Construction of equipment Capacity Price of equipment No. of use of equipment Noise caused by equipment Drainage system Availability of spare parts Fuel supply Maintenance of equipments Weight in relation of movement and capacity of kitchen. Easy to use Overall size in relation to space and work floor. Time construction
KITCHEN EQUIPMENT IN MEZZE, GOA 1. Large Equipments:Deep fridge Chillers Wet grinder Owen Salamander Hot plate Rangers (high burner) Tandoor

2. Small and Ancillary Equipments: Palate knifes Chef knifes Steel knives Choppers Aluminum utensils Chopper utensils Stainless steel utensils Hand blender Inductions Rice cooler Spoons Ladles
3. Service equipments Service gear Salves Acrylic Cutlery Crockery Quarter plates Dinner Basket Soup bowls Dip bowls Service tray

3.11 BAR
A bar is a business establishment that serves alcoholic drinks beer, wine, liquor, and cocktails for consumption on the premises. Bars provide stools or chairs that are placed at tables or counters for their patrons. Some bars have entertainment on a stage, such as a live band, comedians, and go-go dancers. Types of bars range from dive bars to elegant places of entertainment for the elite. EQUIPMENTS: Cocktail Mixture Electronic equipments 1. Normal fridge 2. Deep fridge TYPES OF GLASSES: The main service of the bar is of cocktails so different varieties of glasses are used for different drinks. High Ball glass Old Fashioned glass Margarita glass Rolly Polly Pilsner Brandy Balloon
FURNITURE: Wooden tables and chairs with glass covering on top of the table. And bar counter with chairs.

ENTERTAINMENT FACILITIES: Live music played on DVD, Television and Pool table. SERVICE AT MEZZE: 1. Food is prepared as per the order 2. It is placed on the pickup counter or if beverage the customer can directly receive at the bar counter 3. The waiter takes the food to the customer table 4. And serves them

3.12 BAR LAYOUT

3.13 ORGANIZATION STRUCTURE OF MEZZE
OWNER
KITCHEN DEPARTMENT
RESTAURANT DEPARTMENT
BAR DEPARTMENT
CHEF
MANAGER
BAR SUPERVISOR
ASSISTANT CHEF
STEWARD
BARTENDER
STEWARD(UTILITY)
STEWARD
UTILITY
Chart 3.3: Organization chart of Mezze

3.14 TYPES OF CUISINES
THAI:Thai cuisine is the national cuisine of Thailand. Thai cuisine places emphasis on lightly prepared dishes with strong aromatic components. Thai cuisine is known for being spicy. Balance, detail and variety are important to Thai cooking. Thai food is known for its balance of the five fundamental taste senses in each dish or the overall meal: hot (spicy), sour, sweet, salty, and (optional) bitter. LEBANESE:Lebanese cuisine includes an abundance of starches, fruits, vegetables, fresh fish and seafood; animal fats are consumed sparingly. Poultry is eaten more often than red meat, and when red meat is eaten it is usually lamb on the coast and goat meat in the mountain regions. It also includes copious amounts of garlic and olive oil, often seasoned by lemon juice. Rarely does a meal go by in Lebanon which does not include these ingredients. Most often foods are either grilled, baked or sauted in olive oil; butter or cream is rarely used other than in a few desserts. Vegetables are often eaten raw or pickled as well as cooked. While the cuisine of Lebanon doesn't boast an entire repertoire of sauces, it focuses on herbs, spices and the freshness of ingredients; the assortment of dishes and combination are almost limitless. The meals are full of robust, earthy flavors and, like most Mediterranean countries; much of what the Lebanese eat is dictated by the seasons. In Lebanon, very rarely are drinks served without being accompanied by food. One of the more healthy aspects of Lebanese cuisine is the manner or custom in which their food is often served, which is referred to as Mezze. Similar to the tapas of Spain and antipasto of Italy, Mezze is an array of small dishes placed before the guests creating an array of colors, flavors, textures and aromas. This style of serving food is less a part of family life than it is of entertaining and cafes. Mezze may be as simple as pickled vegetables or raw vegetables, hummus, baba ghanouj and bread, or it may become an entire meal consisting of grilled marinated seafood, skewered meats, a variety of cooked and raw salads and an arrangement of desserts.

GOAN:Goan cuisine consists of regional foods popular in Goa, located along Indias west coast along the Arabian Sea. Seafood, coconut milk, rice and paste are main ingredients of Goan delicacies. The area is located in a tropical climate, and spices and flavors are intense. Use of Kokum is another distinct feature. Goan food cannot be considered complete without fish. It is similar to the Malvani cuisine/ Konkani cuisine. The cuisine of Goa is influenced by its Hindu origins, four hundred years of Portuguese colonialism, and modern techniques. The state is frequented by tourists visiting its beaches and historic sites, so its food has an international aspect. INDIAN:Indian cuisine is the general name for foods of the Indian subcontinent, characterized by the extensive use of various spices, herbs, and other vegetables, and sometimes fruits grown in India and also for the widespread practice of vegetarianism in Indian society. Each family of Indian cuisine includes a wide assortment of dishes and cooking techniques. As a consequence, it varies from region to region, reflecting the varied demographics of the ethnically-diverse subcontinent.

3.15 ACCOUNTS
The accounts department is any hotel is a prime importance as the management requires information which will indicate whether each department is operating effective and helps to predetermine budgets normally agreed the management. According usually is considered with recording summarizing and reporting the transacting of the organization. The records maintained in Mezze are as follows Incomes and expenses Suppliers Creditors
These all records are maintained in single entry book system, which helps the management to analyze their incomes and expenses, record of goods and their suppliers and the credits which are to be paid by the management. The other important records maintained are of the goods i.e., butchery, perishable and non perishable materials. There are several information collected, processes mentioned is prepared form to the management about various departments operation comprise with post result and finally management information system report is made and submitted to management to exhibit the performance and other details as the hotels operation. These reports shall be submitted as per schedule indicated below:KITCHEN: Standard Receipt Kitchen order ticket Stock inventory report Log book Store requisition report Daily inventory report Standard purchase specification

Food cost control report RESTAURANT: Log book Duty rotation sheet Guest comment card Lines exchange register Leave register Attendance sheet Breakage report Guest checks
BAR: Daily beverage sales summary Stores requisition report Breakage report Stock inventory report

CHAPTER 4 4.1 DATA ANALYSIS AND INTERPRETATION
Total 20 customers were taken as sample and survey was conducted with help of a questionnaire (. The survey was conducted on the basis of service and food at Mezze. They are divided into 3 parts. The First part of the survey is done about the flavor, quality, and selection and how it was served Table 4.1: Table explains about the food served was hot and Fresh Strongly disagree 1 0 2 0 3 10% 4 45% Strongly agree 5 45%
Chart 4.1: Chart explains about the food served was hot and Fresh
The food was served hot and fresh

100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% 1 Strongly disagree 2 3 4 5 Strongly agree
Interpretation: The above displayed table and chart explains about whether food was served was hot and fresh; by the analysis the research says that 10% of the customers moderately agree that the food was served hot and fresh. 45% of the customers agree that the food was served hot and fresh. 45% of the customers strongly agree that the food was served hot and fresh.

Table 4.2: Table explains about whether menu had excellent selection of items Strongly disagree 1 10% 2 0 3 25% 4 40% Strongly agree 5 25%
Chart 4.2: Chart explains about whether menu had excellent selection of items
The menu had an excellent selection of items

Interpretation: The above displayed table and chart explains about whether menu had excellent selection of items; ; by the analysis the research says that 10% of the customers strongly disagreed that they had many dishes in the menu for them to make a choice. 25% of the customers moderately agreed they had many dishes to choose from. 40% of the customers agreed that they had choices in the menu. 25% of the customers strongly agreed that the menu had excellent selection of items.

Table 4.3: Table explains about whether the quality of food was excellent Strongly disagree Strongly agree 1 0% 2 10% 3 15% 4 25% 5 50%
Chart 4.3: Chart explains about whether the quality of food was excellent
The quality of food was excellent

Interpretation: The above displayed table and chart explains about whether the quality of food was excellent; by the analysis the research says that 10% of the customers moderately disagree with the quality of food. 15% of the customers moderately agree with the quality of food. 25% of the customers agree with the quality of food. 50% of the customers strongly agree that the quality of food was excellent.

Table 4.4: Table explains about whether the food was tasty and flavorful Strongly disagree Strongly agree 1 0% 2 0% 3 0% 4 25% 5 75%
Chart 4.4: Chart explains about whether the food was tasty and flavorful
The food was very tasty and flavorful

Interpretation: The above displayed table and chart explains about whether the food was tasty and flavorful; by the analysis the research says that 25% of the customers agree that food was very tasty and flavorful. 75% of the customers strongly agree that food was very tasty and flavorful

The second part deals with the timing customer had to wait and whether their expectation were met Table 4.5: Table explains about how much the customer had to wait for their order About what I expected A little longer than I Much longer than I expected expected 35% 20% 45%
Chart 4.5: Chart explains about how much the customer had to wait for their order
The waiting time was
About what I expected
A little longer that I expected
Column1
Much longer than I expected
0.00% 20.00% 40.00% 60.00% 80.00% 100.00%
Interpretation: The above displayed table and chart explains about how much the customer had to wait for their order; by the analysis the research says that 35% of the customers got their service on time what they expected. 25% of the customers thought that they had to wait little longer than they expected. 40% of the customers thought that they had to wait much longer than they expected.

The third part of questionnaire deals with the service provided at Mezze Table 4.6: Table explains about whether the customers were seated promptly Strongly disagree Strongly agree 1 10% 2 25% 3 40% 4 10% 5 15%
Chart 4.6: Chart explains about whether the customers were seated promptly
We were seated promptly

Interpretation: The above displayed table and chart explains about whether the customers were seated promptly; by the analysis the research says that 10% of the customers strongly disagree that they were seated promptly, 25% of the customers moderately disagree, 40% of the customers just agree that they were seated promptly, 10% of the customers moderately agree that they were seated comfortably and 15% of the customers strongly agreed that they were seated promptly and comfortably.

Table 4.7: Table explains about whether a server there to take their order quickly Strongly disagree Strongly agree 1 10% 2 25% 3 40% 4 10% 5 15%
Chart 4.7: Chart explains about whether a server there to take their order quickly
A server was there to take our order quickly

Interpretation: The above displayed table and chart explains about whether a server there to take their order quickly; by the analysis the research says that 10% of the customers strongly disagree that there was a server to attend them, 25% of the customers moderately agree that there was a server to take order, 40% of the customers slightly agree that they had given the order quickly, 10% of the customers moderately agree that they had placed the order quickly, 15% of the customers strongly agree that there was a server to take order as soon as they arrived.

Table 4.8: Table explains about whether the server was friendly and patient while taking the order Strongly disagree Strongly agree 1 0% 2 10% 3 10% 4 30% 5 50%
Chart 4.8: Chart explains about whether the server was friendly and patient while taking the order
The server was friendly and patient when taking our order
Interpretation: The above displayed table and chart explains about whether the server was friendly and patient while taking the order; by the analysis the research says that 10% of the customers felt that the server not that friendly, 10% of the customers felt that the server was moderately friendly, 30% of the customers felt that server was averagely friendly and 50% of the customers had a friendly conversation and server attended them patiently.

Table 4.9: Table explains about whether server coordinated the timing of the courses perfectly Strongly disagree Strongly agree 1 0% 2 0% 3 10% 4 30% 5 60%
Chart 4.9: Chart explains about whether server coordinated the timing of the courses perfectly
Our server coordinated the timing of the courses perfectly

Interpretation: The above displayed table and chart explains about whether server coordinated the timing of the courses perfectly; by the analysis the research says that 10% of the customers moderately agreed that the timing of their course was perfect, 30% of the customers moderately agreed that coordination and the timing of the course was perfect and 60% of the customers were satisfied about the timings and coordination of their course.

Table 4.10: Table explains about whether server was able to answer all the questions Strongly disagree Strongly agree 1 0% 2 0% 3 10% 4 20% 5 70%
Chart 4.10: Chart explains about whether server was able to answer all the questions
The server was able to answer all our questions

Interpretation: The above displayed table and chart explains about whether server was able to answer all the questions; by the analysis the research says that 10% of the customers felt that their doubts were cleared moderately, 20% of the customers felt that the server was able to answer limited questions and 70% of the customers felt that their questions were answered perfectly and were satisfied.

Table 4.11: Table explains about whether overall service was excellent Strongly disagree Strongly agree 1 0% 2 0% 3 10% 4 30% 5 60%
Chart 4.11: Chart explains about whether overall service was excellent
Overall, the service was excellent

Interpretation: The above displayed table and chart explains about whether overall service was excellent; by the analysis the research says that 10% of the customers moderately agreed that the overall service was excellent, 30% of the customers had satisfactory service and 60% of the customers agreed that the overall service was excellent.

Table 4.12: Table explains about whether customers would recommend our restaurant to a friend Yes 95% No 5%
Chart 4.12: Chart explains about whether customers would recommend our restaurant to a Friend
Would you recommend our restaurant to a friend?

100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Yes No
Interpretation: The above displayed table and chart explains about whether customers would recommend our restaurant to a friend; by the analysis the research says that 95% of the customers has said yes to recommend Mezze to their friends and 5% didnt want to recommend to their friends.

CHAPTER 5 SUMMARY AND CONCLUSION 5.1 FINDINGS
On the basis of the data analysis and the interpretation of the food and service provided at Mezze we have found the service and the quality of the food was satisfactory. There are outcomes of the survey conducted which are the finding of this project. The first part of the survey conducted is about the quality of food the outcome of these are in the first table (4.1) it shows that the about 90% of the people strongly agree that the food was served hot and fresh but few felt it was not, it was because few dishes in the menu are served directly and are from packed foods. The menu of the restaurant doesnt have choices because it is a multi cuisine restaurant and the items included are limited to the specialty of the Chefs. The Indian tourists dont have much of the option because of lack of knowledge about the cuisines. In the table (4.2) the 10% to 30% of the customers are high in the rating. More than 50% (table 4.3) of the customers agree that the quality of the food was excellent; it is because the vegetables and fruits are bought on the daily basis and the Chef himself checks the quality of them and buys them directly from daily markets. The poultry and other fishery items are bought and kept in deep storage after they are washed and divided into portions. As far as Mezze is concerned there is no compromise on taste and flavor of the food. More than 70% (table 4.4) of the customers agree to that; it because the owners of the restaurants are experienced Chefs. They have experience in working at star category hotels and are specialized in the cuisine they are offering. The main and the most important thing is the time taken for the service. 40% (table 4.5) have felt that they had to wait much longer than expected. There are 2 reasons for it 1 is the preparation of few cuisines takes time and 2nd is the lack of service staff. There is only one waiter to serve the customers. In case of crowd the service is late. If the crowd is less proper timing is maintained at Mezze, and the customer gets the order on about what time he expects.

Service is the main thing which satisfies customers. It is the main base on which restaurant runs. Service includes from welcoming and seating the guest to order taking and assisting them outside when they are leaving. When the customers arrive at Mezze they are welcomed by the waiter or sometimes the chef himself. If they both are busy in a crowded situation they cannot assist them. The guest has to look after himself; so in table 4.6 about 40% of the guest feel that they were not seated promptly. In a busy restaurant it is always difficult for the server to take order quickly. Table 4.7 shows that 40% of the people had to wait to place the order. This is because of the lack of staff and the chef who takes the order explains the menu to them so the other customers have to wait. If the restaurant is of fewer customers the waiter can quickly take the order. As a waiter he should be patient and approach friendly with the customer, maximum of the order is taken by one of the chef so it has satisfied many needs of the customers (table 4.8). The order of the customers is taken as they have ordered so the maximum of the customers have met their courses perfectly and due to lack of elaborated menu and there is no special service method followed so few of the customers have not agreed to it (table 4.9). The doubts of the customers have to be cleared and the server must be able to answer all the questions. As the table 4.10 suggests 70% of the people have agreed to it. That is because of the questions and doubts are answered by the chef himself. He gives detailed info about the menu and fulfills the demanded flavor. As far as overall satisfaction of the guest has to be met, it includes from service to quality of food. The procedures followed to satisfy customers are well followed at Mezze so the table 4.11 shows that the 60% of the customers were satisfied and about 95% of the customers are ready to recommend it to their friends (table 4.12).

5.2 SUGGESTIONS
As I have analyzed and surveyed Food and Service Management at Mezze I would like to give some suggestions to the management of Mezze. The food of Mezze is of excellent quality and has met every aspect of food and beverage management. But it lacks in serving the customers. The menu of the Mezze is not an elaborated and choices are very less. In Goa there is season business, 6 months is full of foreigners and other 6 months business is of domestic tourist so to add more Indian dishes to the menu is very much essential. It is also necessary to provide detailed information about the menu as Indian customers are not aware of such dishes, to promote other cuisines and to develop taste among Indian customers the chefs must recommend these dishes to them. The availability of service staff is the base which Mezze is missing; there is only one waiter for about 10 tables, to coordinate and provide timely service is quite difficult. So it is better to have 1 waiter per 5 tables to provide quick and fast service to the customers. The chef of Mezze has to play multiple roles he has to attend the guest and also prepare the food, drinks and handle the counter, same as the waiter he also plays multiple roles from order taking to cleaning the tables. Proper hiring of staff and their roles should be assigned according to the work load at the restaurant. The waiter must be trained with full knowledge about the Menu and the dishes available or unavailable at the particular time. This satisfies the customers or else there would be miss communication between the kitchen staff and the waiter. So he has to be given full detail about the availability of food items and also the ingredients used in making the particular item and time taken to prepare it. Over all food is excellent at Mezze but the service is the one thing that the management should look into.

5.3 CONCLUSION
Mezze Food and Drink Affair a multi-cuisine restaurant at Goa provides one of the best Thai and Lebanese food. The Quality of the food caught my eye to survey and to choose it as my project. Management of Mezze has a chosen a right place to start their restaurant and it has good scope to be one of the best in that area. The policy of Goas government has helped to try and establish the restaurant. The service in the Mezze starts from Guest receiving where the guests are received and escorted to the table, then menu is provided and the order is taken. This procedure has to be followed in every restaurant after this all the other departments come into play. The Layout of the restaurant is the best suited for the type of restaurant and the place where it is located, it is more spacious and provides free movement for the service. The kitchen is well suited and the placements for the equipments are placed in such a way that it is easy for the kitchen staff to work. The menu planning for Mezze is the main factor considered while establishing the kitchen. The storage devices are also placed in the kitchen so it is easy for them to take the materials required, they do not have to go to store. The bar Cocktails and Dreams is the latest addition to the restaurant it is a modern type of bar well suited for the area it is located in and provides various types of cocktails and also recreation facility such as pool and television. The accounts of the restaurant are well maintained, the details of incomes and expenses, suppliers and creditors are maintained in the log book. Hence this is a small restaurant and yet to complete its one year before they start paying taxes they maintain limited amount of information required to run the restaurant. The questionnaire prepared by me was very helpful in analyzing my objectives for the research. It contained questions related to the food served, timing and service. It gave the right stats for analyzing whether the food was served correctly and if not why not so. If the service procedure was right, if not where was it lacking. It gave the results from the customers point of view.

As for my in-plant training I visited Mezze at Candolim Goa. A best place to be, I enjoyed a lot while training and surveying the restaurants food and service. The staff of Mezze was very helpful and provided me all the information need. Mezze provides excellent food and beverage and can create its own brand. The chefs have mastery in their style of work and preparing excellent Thai and Lebanese cuisines. While training there, I got in-depth information about the organization of the restaurant and the survey conducted helped me and the management of Mezze to overcome the loop holes in management of the restaurant. So I would like to thank the entire staff of Mezze for giving me opportunity to train in their esteemed organization.

SUGGESTIONS FOR FURTHER RESEARCH
In this project I have covered only the food and service sector of the restaurant operations. The departments such as kitchen, restaurant and Bar are covered. There are other sectors which can be recommended for researches are the marketing and methods of preparing food and beverage and also the customer handling method can also be researched.

REFERENCES AND BIBLIOGRAPHY
WEBSITES: www.goatourism.gov.in/ShackPolicy2010-11.pdf www.en.wikipedia.org/wiki/Thai_cuisine www.en.wikipedia.org/wiki/Lebanese_cuisine www.en.wikipedia.org/wiki/Indian_cuisine www.en.wikipedia.org/wiki/Goan_cuisine www.scribd.com/doc/55164101/6391094-Project-Report-on-the-Bristol-Hotel-IndiaHariyana www.cocktailsanddreams.co.in BOOKS: Dennis Lillicrap, (2006), Food and Beverage Service, Viva Books Pvt. Ltd.

APPENDICES Appendix I questionnaire for customers CUSTOMER SERVICE SURVEY Thank you for visiting Mezze food and Drink affair. We're conducting a short survey to find out about your dining experience and what we might do to improve. Please help us by completing this short survey. Please your server with the completed survey form. Discount limited to one per party provide. Thank you. Please indicate your level of agreement or disagreement with the following statements. Strongly Disagree The food was served hot and fresh 1 2 2 2 2 3 3 3 3 The menu had an excellent selection of 1 item s The quality of food was excellent 1 The food was very tasty and flavorful 1 Strongly Agree 4 4 4 4 5 5 5 5
Approximately how many minutes did you wait before you received your order? The waiting time was: _____About what I expected _____A little longer that I expected _____Much longer than I expected

Please indicate your level of agreement or disagreement with the following statements. Strongly Strongly Disagree Agree We were seated promptly A server was there to take our order quickly The server was friendly and patient when taking our order Our server coordinated the timing of the courses perfectly The server was able to answer all our questions Overall, the service was excellent Considering everything, our dining experience was a good value 1 1 1 1 1 1 1 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4 5 5 5 5 5 5 5
Would you recommend our restaurant to a friend? ____ No ____ Yes The following information will only be kept for our records and will not be distributed to any 3rd party. Name: ____________________________________ Email: ____________________________________

Appendix II Inventory Butchery Date: Sl.No Item Name Quantity purchased No of portions Sale/sold balance

Mezze- Cocktails and Dreams Liquor Balance Chart Particular Opening Balance Bottles Peg Received Total Consumption Closing Balance Bottles Peg Amount

Appendix II Outer look of Mezze
Logo of chain of bar

Outer look of Bar
Bar counter and racks

Various types of Glasses used for cocktails Pilsner Old Fashioned Glass
Rolly Polly
Pilsner

Brandy Balloon Old Fashioned Glass
Brandy Balloon
High Ball Glass

Bar Table Setting
Mezze interior

Low Seating Area
Low Seating Area 2

Kitchen

Burner and sink Storage devices
Tandoor
Dry Rack

Table setting
Logo of Mezze

Mezze Thai Menu

Mezze Lebanese Menu

Mezze Indian Menu

Mezze Goan Menu

Mezze Cocktails and Dreams Menu

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FOOD AND SERVICE MANAGEMENT AT MEZZE, GOA

DEPARTMENT OF MASTER OF TOURISM ADMINISTRATION (M T a)

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

WHAT DO RESTAURANTS PROVIDE?

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

WELCOMES THE GUEST

ESCORTS THE GUEST TO THE TABLE

MAKES THEM COMFORTABLE

TAKES THE ORDER

ORDER COPY TO KITCHEN OR BAR COUNTER

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

Chart 3.2: Food production flow chart

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

Chart 3.3: Organization chart of Mezze

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

The food was served hot and fresh

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

The menu had an excellent selection of items

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

The quality of food was excellent

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

The food was very tasty and flavorful

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

The waiting time was

About what I expected

A little longer that I expected

Much longer than I expected

0.00% 20.00% 40.00% 60.00% 80.00% 100.00%

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

We were seated promptly

FOOD AND SERVICE MANAGEMENT MEZZE, GOA

A server was there to take our order quickly