om in snacks

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Operations Management in Snacks

1. Name of the restaurant HOTEL GEETA VIHAR

2. Locality Kalina , Santacruz (East)

3. Food Type Mainly South Indian

(Vegetarian)

4. Days open All days5. Timings 8 am to 10 pm

6. Price Moderate

7. Payment Methods Cash or Credit card

• Locality

This restaurant is situated at a prime location in Kalina. Residential areas, schools,

colleges, markets and offices are very close to this restaurant.

• Type of Customers As this the only restaurant in its area, it is always busy. All types of people which

include children, youth, family, office workers etc, irrespective of their gender, marital

status, religion and ages are regular customers for this restaurant. People having an

average to very high incomes are the main targets for them. Besides, they also have an

outdoor stall where food items affordable for low income groups are available.

• Seating capacity

The restaurant is an average sized eating place having an indoor area of

approximately 500 sq ft and an outdoor area of almost 150 sq ft.

It has a capacity of seating about 40 people at a time.

The only drawback is that there is no space for parking our vehicles.

• Servings and Method of taking orders

If the restaurant is crowded and there is no place for us to sit, the waiter asks us to

stand and puts your name on his booking list. As the seat become vacant he informs

you and leads you to the table.

After being seated on the table we are welcomed by giving a glass of water by the

waiter.

Following this he gives us a menu card. The menu of this restaurant has a variety of

food items which has been neatly divided into different categories. After a few minutes

the waiter comes back and then takes down our order on a notepad. He may also give

us some suggestion to select the items. After meals he gives us some mouth fresheners

and toothpicks along with the bill.

• Process of communicating your orders forward

Once we place the order the waiter goes to the kitchen and puts the order on a notice

board and at the same time tells the cook about the items to be made. The cook comes

and takes the order list from the board and then proceeds to prepare the items




• Preparation of your items

Most of the items in this restaurant are prepared after we place the order.

In case of desserts they are already prepared.

The ingredients required to make the food are already made and kept to use readily.

Workers do the work of preparing the ingredients early in the morning before therestaurant starts and also if there is an immediate need for it.

• Customizations

Before we sit on the table the attendant asks us how many people would be there and

arranges the tables accordingly. The waiter also asks us for any customizations to be

made in the order before he tells the cook to prepare it. He may charge you extra for

some customizations. An order once placed cannot be cancelled by the customers.

• Party Orders

The restaurant does not take any party orders but they do have a fast, efficient and free

home delivery system.

• Processes Visible

The processes visible to us are only the working of the waiters, cleaners and the

cashier. The working in the kitchen is not visible to us.

• Handling Quality Issues

In case you don’t like the food or if there any thing wrong with it you can inform the

waiter. He will see if your argument is correct and he will replace the dish only if he

finds it relevant. If he doesn’t find anything wrong with it or if it is as per your

requirement he will politely explain to us that there is nothing wrong with the dish. If

you still want it replaced the waiter will inform it to the manager and he looks into thematter.

• Employees and job allocations

The number of employees working in this restaurant is 7. They can be classified as

follows:

Sr.

No

Designation of the worker Number of

workers

Job description

1 Manager / cashier 1 To supervise the activities in the

restaurant and to control the cash

counter

2 Waiter 2 To take the customers order and forward

it for preparations

3 Cook 2 To prepare the ordered items

4 Cleaner 2 To clean the floor and arrange the table,

wash the dishes and other utensils,

prepare the ingredients, clean the table

after the customer leaves.




Each of the workers has average skills in their fields.

• Extent of automation

There are limited areas where automation is carried out. Usually it is carried out for

grinding, mixing, and to some extent for cooking food items. Rest of the processescarried out here are done manually e.g. Cutting, washing etc.

• Clean up after meals

The cleaning of the table after meals is carried out by a cleaner. He comes for cleaning

as soon as the customer leaves the table. He may also come and pick up the empty

dishes in between your meals.

• Motivation behind designing this process

The motivation behind designing such a process is:

1. Such methods help to run the restaurant in a systematic way.2. To deliver the orders to the customers as soon as possible

3. To ensure that the restaurant remains hygienic

4. To earn profits

Address:

HOTEL GEETA VIHAR

Veg. Restaurant and Fast Food

Near Kalina Market,

Kalina Kurla Road,

Santacruz (East),

Mumbai – 400029.

Tel: (022) 2666 4182 / 2295 9664 .




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