"We plan to have 60+ Wok to Walk Outlets across India by 2022, Gautam Kamra"

Founded in 1993 by Krishna Tamang, China Gate Group has become a household name in Mumbai's restaurant scene. With 9 brands under its umbrella—Global Fusion, China Gate, Bora Bora, TAP, Caravan Serai, Larrikin, Walkman Bar, Hometown Café, and Gohjiating—the group continues to redefine the culinary landscape. Now, they are gearing up to launch two new brands, Breaktime and Red Box, as part of their ongoing expansion.

Ankit Tamang: A Second-Generation Entrepreneur with a Vision
Ankit Tamang, the Director of the China Gate Group, is a second-generation entrepreneur who has played a crucial role in the brand's recent growth. Raised in Bandra, Ankit was exposed to entrepreneurship early on, watching his parents run both a restaurant and a textile business. While he initially had aspirations in music during his college years, his passion for the family business grew over time. After completing culinary training in Singapore, Ankit was mentored by the legendary Chef Ricky Goh, who instilled in him the importance of discipline, leadership, and the art of managing a team. These lessons have shaped his approach to managing the 1,300 employees at China Gate Group today.

Ankit officially joined the business in 2016, and under his leadership, the group has expanded significantly across Mumbai. In an exclusive interview with Restaurant India, Ankit shares insights into the brand's evolution, the challenges of running a large-scale restaurant business, and his future plans.

The Evolution of the Brand
"China Gate started as a small venture in 1987, and in 1993, we opened our first restaurant with 120 seats. Over the years, we’ve seen a shift in consumer preferences, with people becoming more open to diverse cuisines. The rise of pubs and bars has been particularly notable," Ankit reflects. "As we grew, we introduced several new brands under the China Gate umbrella, allowing us to expand our presence throughout Mumbai."

Ankit’s journey into the family business began at a young age. "I used to spend a lot of time at my dad’s office from the age of 10. Although I initially pursued music during college, I found myself getting more involved in the family business. In 2016, I fully immersed myself in the restaurant side of things," he shares.

Transforming the Brand and Adapting to Change
Having spent over three decades in the industry, China Gate Group has seen many changes in the culinary landscape. "The food industry has evolved dramatically. In the early days, there were few pubs, and now we’re seeing a growing number of restaurants offering global cuisines. Korean and Japanese restaurants are especially on the rise. At Bora Bora, for instance, we revamped the alcohol menu, improved staff behavior, and introduced uniforms to enhance the customer experience."

Ankit also emphasizes how social media has transformed the restaurant business. "A few years ago, we thought about rebranding, but my father didn’t want to change the core identity. However, we’ve had to adapt to the increasing role of social media in today’s dining scene. The décor, food presentation, and overall ambiance now play an essential role," he explains.

Navigating Challenges
"Challenges exist in every aspect of the business. One of the toughest lessons I’ve learned is to be a people’s person rather than just a boss," Ankit admits. "Working with both traditional and modern employees can lead to differing opinions. Getting everyone to work toward a common goal can be challenging, but it’s a crucial part of growing a successful business."
 

A Diverse Portfolio of Themed Restaurants
What sets China Gate Group apart is its diverse range of themed restaurants. "China Gate offers Indo-Chinese cuisine and has always been a customer favorite. Caravan Serai in Andheri serves authentic Indian cuisine, while TAP and Bora Bora are our lively pub concepts. TAP features live performances, guest DJs, dance competitions, and more," Ankit shares. "At Global Fusion, we offer traditional sushi, and Gohjiating specializes in authentic Korean cuisine, complete with Soju."

Restaurant Trends to Watch in 2025
Looking ahead, Ankit predicts several exciting trends for 2025. "Coffee culture is emerging in Mumbai, and cocktail bars are gaining popularity. We’re also seeing a rise in Turkish, European, and Peruvian cuisines, which will likely be key players in the coming years."

Why Mumbai?
Mumbai has long been the home base for China Gate Group, allowing the family to maintain close control over operations. "Fifteen years ago, we considered expanding beyond Mumbai, but we were struggling to stay afloat. Instead, we decided to focus on strengthening our presence here and launched several new brands. Now, we’re ready to expand into other cities," says Ankit.

Expansion Plans for the Future
Currently, China Gate Group operates 27 outlets, all owned by the company. Ankit’s vision for the future includes expanding nationwide. "We’re targeting cities like Pune, Indore, Goa, and Ahmedabad for our next phase of expansion. We plan to open 15-20 new outlets by the end of 2025," he reveals. In the future, the group plans to introduce a franchise model to scale the business while maintaining quality control and operational efficiency.

As China Gate Group continues to innovate and grow, Ankit’s leadership is driving the brand toward greater success, ensuring that it remains a beloved culinary destination in Mumbai and beyond.

Abhayraj Singh Kohli, an astute entrepreneur and visionary, known for introducing new F&B concepts in Mumbai hails from a prominent hospitality background, he has been associated with the company since the age of 19. Post his return from America, he launched Indyaki in Pune which was a fine dine Indian restaurant and Watering Hole in 2007, Please Don’t Tell in 2014, The Roll Company and Grandmama’s Café both in 2015, MRP Lounge in 2016 and a Goan favorite, House of Lloyd’s in 2018. He brings Tori to Mumbai, a new, exciting space that offers Latin Asian cuisine and a one of a kind dining experience. The restaurants come under the wide umbrella of Pritam Group of Hospitality as well as the Royal Garden Group, which also has Dilip Manghnani as a group partner.

Demonstrating his entrepreneurial abilities and love for creating novel eating out concepts, Abhayraj launched Tori, in the heart of Bandra, Mumbai and collaborated with Film Producer and Designer Gauri Khan who joined as a partner for Torii. In an exclusive interview with Restaurant India, Abhyaraj shares about his brands, indianising menu, picky eaters, trends and expansion plans and much more. Excerpts:

What was the whole idea behind launching Torii? How is it different from other pan-asian restaurant in the city?

When we took over the place, there was already an existing restaurant in this place known as ‘Sanchos’ which was a Mexican restaurant. Torii was a lockdown restaurant. In the middle of the Covid, we got an opportunity to start; we grabbed the opportunity and took the risk. We got Michelin star chef from London and got him on board.  We got a great location at great price. We didn’t work on the interiors when we started and we were the first restaurant to launch after Covid. We worked on the menu with the chef. Once we were stable and accepted by the consumers, we collaborated with Gauri Khan and remade the whole restaurant. 

Gauri Khan has designed the restaurant, can you tell us about the inspiration behind the interior designs?

When we spoke about the collaboration together, she wanted something for which she is proud of, it has to be a luxury dining, it should look like a restaurant owned by a celebrity. So, that’s how we planned the interiors. The experience in dining with us is different. 

You are also running a mix of other brands and also the famous Pritam Da Dhaba that has got its legacy. How are you doing the business reinvention by adopting New tech, New Menu and New Commerce?

Pritam Da Dhaba is a luxury brand since 83 years. In terms of Innovation, it is modern. But, the chef, service and the food quality has remained constant for all these years. Meanwhile, we also ventured in to other brands. We have Grand Mamas Café, MRP and Nakhara (a new restaurant in Aundh, Pune). 

How have you designed the menu for Tori? And, how much have you focused on Indianising the menu?

Every restaurant in India has to be acceptable. We strongly believe in 70:30 ratios. Like 70 percent dishes are for customers and 30 percent are for chef to showcase the talent. None of the dishes are Indianised in our restaurant. Japanese food has to be subtle around the palette.

What is the footfall of Torii in weekdays and on weekends? What are the prices per person for the dine-ins?

The footfall for the customers during weekdays is 100 covers and the footfall for weekends are 170-180 covers and the price goes Rs 3000 per head.

How has the consumer changed over the years? What’s pushing the growth of picky eaters and how do you handle such customers?

These days, Indians are well traveled and since they travel more they understand the flavours as they try new food.

And, what’s your take on the fact that ‘Experience is More Defining than Ever Before’?

People love going out for new experiences. The music, interiors, the dressing, and the food everything is important in a restaurant. You should create an environment which demands the restaurant and the customers.

Trends you see would change the dining scenario in 2025.

Table- side cooking and Korean barbeques can be the trend to look forward to.

What’s your expansion plan?

We are going to expand Torii, Pritam Da Dhaba, Grand Mama’s Cafe and Nakhara. We won’t be having franchise for Torii.

The culinary industry is experiencing an unprecedented surge in demand for skilled chefs, reflecting a broader shift in consumer preferences, lifestyle changes, and industry innovations. This culinary boom is reshaping the landscape of dining and food preparation, revealing deeper trends that are driving the demand for chefs to new heights.

Evolving Dining Preferences: One of the primary drivers behind the skyrocketing demand for chefs is the evolution of dining preferences. Consumers today are more discerning and adventurous than ever before. The rise of food tourism, where travelers seek unique culinary experiences, has fueled a greater demand for chefs who can deliver innovative and culturally diverse dishes. Restaurants are increasingly looking to attract and retain patrons by offering unique dining experiences that stand out in a crowded market. This trend is leading to a greater need for chefs who are not only skilled in traditional cooking techniques but also adept at creating novel and exciting culinary creations.

The Influence of Social Media: Social media has dramatically changed the way people perceive and engage with food. Platforms like Instagram, TikTok, and YouTube have become culinary showcases where chefs can gain fame and influence through visually appealing and creative dishes. This has led to a heightened demand for chefs who can produce not just delicious but also aesthetically stunning food. The visibility and recognition gained through social media can translate into significant business opportunities for chefs and restaurants, further driving the need for talented culinary professionals.

The Rise of Health and Wellness Trends: The growing emphasis on health and wellness has also contributed to the increased demand for chefs. As more consumers become health-conscious, there is a rising need for chefs who can create nutritious and balanced meals without compromising on taste. This trend is evident in the popularity of plant-based diets, gluten-free options, and organic ingredients. Chefs who can cater to these dietary preferences while maintaining high culinary standards are highly sought after. This shift is encouraging chefs to expand their skills and knowledge in areas such as nutrition, dietary restrictions, and sustainable food practices.

The Growth of the Food and Beverage Industry: The food and beverage industry itself is expanding rapidly, with new restaurants, cafes, and food-related businesses opening at a brisk pace. This growth is driven by factors such as increased consumer spending on dining out, the rise of food delivery services, and the proliferation of specialty food and beverage concepts. Each of these new ventures requires skilled chefs to bring their culinary visions to life. The increase in food-related businesses not only creates more job opportunities for chefs but also raises the bar for culinary excellence as competition intensifies.

Innovation and Technology in the Kitchen: Technological advancements in the kitchen are also playing a role in the growing demand for chefs. The integration of modern cooking technologies, such as sous-vide machines, molecular gastronomy tools, and advanced kitchen appliances, requires chefs to acquire new skills and adapt to evolving techniques. Chefs who can master these innovations and incorporate them into their culinary practices are in high demand. The ability to leverage technology to enhance food preparation and presentation is becoming a key differentiator in the competitive culinary landscape.

The Impact of Culinary Education and Training: As the culinary industry grows, there is a greater emphasis on formal education and training for aspiring chefs. Culinary schools and programs are expanding their offerings to meet the rising demand for well-trained professionals. These educational institutions are providing aspiring chefs with the skills and knowledge needed to succeed in a dynamic and competitive industry. The increased focus on culinary education is helping to produce a new generation of skilled chefs who are ready to meet the demands of a rapidly evolving culinary world.

The Role of Celebrity Chefs and Media Influence: Celebrity chefs and food media have also contributed to the increased demand for chefs. The success of high-profile chefs who have gained fame through television shows, cookbooks, and restaurant ventures has created a surge in interest in the culinary profession. The visibility and influence of these culinary stars have inspired many individuals to pursue careers as chefs and have elevated the status of the profession. As more people aspire to follow in the footsteps of their culinary heroes, the demand for skilled and innovative chefs continues to rise.

The demand for chefs is soaring due to a confluence of factors, including evolving dining preferences, the influence of social media, health and wellness trends, industry growth, technological innovations, advancements in culinary education, and the impact of celebrity chefs. As the culinary world continues to evolve, the need for talented chefs who can adapt to these changes and deliver exceptional dining experiences is stronger than ever. 

The restaurant industry has undergone significant changes in the past ten years, mainly because of new technology and shifting guest preferences. Customers now want their food quickly, with options for delivery, takeout, or dining in. They also expect their meals to accommodate their dietary needs while still tasting great.

Technology plays a great role

These changes have come about alongside the rise of technology, forcing restaurants to adapt in order to keep up. While many restaurants have integrated technology into their operations, there is still room for growth.

To meet the evolving needs of customers and improve efficiency, restaurant owners should invest in new technology to stay current with industry trends. By doing so, they can focus on what they do best: creating delicious dishes and providing memorable dining experiences.

“Being a chef, we have to learn a lot of things like ever-revolving technology. As we see more and more restaurants opening up in Sector 35, Chandigarh, the area is developing as well. The offering has to be different, the concept has to be different and we have to be constantly evolved, because what you do 6 months down the line, somebody is copying the same. So, technology is a vital part. AI has been popular since past 6 months but there were brands that have adopted it long back where they replaced servers with robots and so on,” shared Chef Kunal Kapur, Restaurateur and Chef who is on expansion spree with his restaurant chain Pincode, that’s opening in Mohali this October. “We have a store in Dubai, next we are planning in Abu Dhabi, and in Goa. So, it’s a multi-chain of restaurants,” he added.

Going back to the Roots

Talking about how her entrepreneur journey started, Kiran Dhillon, Co-Owner, Rang Punjab said, “We have a restaurant called Rang Punjab in Amritsar near Golden Temple in a Heritage building. It is a beautiful building built in 1860's by the Britishers. When we were traveling to Amritsar, we realised there were no proper place to sit or eat. Although, ‘Amritsar’ being one of the hub of food, there are marvelous food being available on those streets and dhabas. What we realized was that by the time you finish visiting Golden temple which takes around 4 hour is tiring. If we have to relax and have food, there was nothing. And it has to be hygienic and clean. So, North Indian food is broadly considered as Punjabi Food, but it's beyond that. So, we conceptualized the restaurant, keeping the same in mind.”

With personalization in mind she is serving the food that has resemblance to a farmer’s restaurant.

It’s All about Passion

“Restauranting is a business which you either believe in or do out of passion. It's a dynamic business. I am from a farmer background. We have been in market for 18 years. The passion is required to survive in the market. Currently, we are operating 18 stores in India. We are going to add 7 more stores in next 1.5 years. We have our international expansion in Dubai by end of this year. If a company has to survive for more than 20 years, it's about passion, people, accepting more challenges and technology. To keep the brand alive, we need all these factors,” pointed Inderjeet Singh Banga, Promoter, Pirates of Grill.

Driven by Convenience

Sharing his insights on his journey, Amandeep Singh, Director, Giani’s said, “Firstly, Every Customers have their own preferences and they want convenience. We had started the business in 1956, with just one store in Chandni Chowk, Old Delhi and currently we have 300 plus stores. Few years back, we opened another brand in the name of 'The Waffle Company.' So, for that we have 100 plus stores now. We had also launched another brand for frozen yoghurt and churros in the name of 'Go Fro' and we are currently expanding the same. In all these years, we have focused on being customer-centric and listening to their feedback.”
 

In the bustling streets of Chandni Chowk, Delhi, a culinary revolution is underway as Popeyes, renowned for its delectable chicken offerings, sets its sights on monumental growth. Gaurav Pande, the driving force behind Popeyes India, recently made headlines with an audacious goal: to elevate the brand into a Rs 1000 crore powerhouse within four years. This ambitious aspiration, stemming from recent Popeyes news, signifies a remarkable journey ahead. By leveraging the irresistible appeal of Popeyes' signature chicken dishes and tapping into the vibrant essence of Chandni Chowk, Pande's vision promises to redefine the Indian dining experience. With innovation at its core and a strategic roadmap in place, Popeyes is poised to carve a significant presence in the dynamic culinary landscape of India.

Why did you choose Chandni Chowk as a location, What is the reason behind it?

It's interesting. We launched our outlet in Bangalore in 2022, followed by Chennai last year. Obviously, what we stand for in every part we go is flavors. We stand for Cajun flavors. We stand for the most authentic chicken that we serve.  So we are about culinary, and we are a lot about heritage. Our heritage comes from Louisiana, which is where we, the brand was born back in 1972. Now, Delhi is like a foodies delight. And then, you know, what better place to open from a culinary perspective than Chandani Chowk, and also from the fact that, you know, we are a brand that does a lot of work from heart. So, we serve food with our heart, we make food with our hearts, we test our food with our hearts, and this is like entering the heart of Delhi.

Also Read : Indian Food Apps that Gained Popularity and Won Big Funding

What unique challenges did the brand face in adapting its menu and brand for the Indian market?

We’ve been lucky that way because the brand stands for Cajun flavors. Now, if I get into this detail of Cajun, you will realize that Cajun is basically a mix of spices. The spices at the core of it is celery, bell pepper, paprika, garlic, onions. All that we use as Indians in our homes and kitchens. So it is a very palatable and a known flavor for Indians, the Cajun flavors. And so we didn't have to do much to that extent. However, having said that, we test each and every flavor that we offer. So we brought in our authentic flavors from the global team. We tested them within. Most of them did very well. Okay. There was a little bit of change of salt nodes. We also, however, realize the need for there's a food is always very local, and consumers do need their local palette and they have their own local needs. Right.  We worked on two things. We have developed a set of range of products that are still developed in the same format, but are now suited to Indian palate. We have developed a range of vegetarian dishes, which are very specific to the Indian in India.

Also Read : How unique concepts have become a major hit among investors?

How does the brand differentiate itself from existing fast food chains?

First of all, we are standing for very real authentic chicken. Yeah. So a lot of brands serve chicken. We serve very real authentic chicken. It is not frozen, first of all. They are sourced from local farms through our dedicated supply chain capability, moved to the store and used within the shelf life of the product. So they're never frozen. That gives a very different texture to the product. It makes it much more secure, much more juicier. So that's one thing which we differentiate on first of all. The second is in the process that we make, we are using real flavors. So these are not artificial flavors. When I say Cajun, you have in our product real spices.  And we just don't add on top of it.We marinate the products. We do it for 12 hours. So our 12 hr marination is the second USP, which we have. As a brand, we stand for bold flavors. That's what we've stood for.

Also Read : Restaurateurs see great business in franchising

What are the long-term growth plans in Delhi or across India?

Delhi is very important part of our game plan, but we intend to be a thousand crore brand in four to five years time. So we have only to scale up faster and faster. So we have 32 stores now. Our plan is to keep adding stores at a very fast pace. We will expand nationally, we will expand in other regions as well. And you know, obviously there's a lot of execution that is, that needs to come, go right behind this. But our plans are very clear in that pace. We have got great feedback from customers and the products are really doing well, and we are confident that we can scale up fast.

So as of now, I'm looking forward to the launch in Omaxe chalk Mall in Chandni Chowk. And then quickly we'll be coming back with three more launches back to back that includes; Pacific Mall Jasola. NIT Faridabad and Gurgaon.

Start of financial year and many restaurants and pubs have either shut down or their ownership has changed. Which all do you know? This conversation started on a social media group based out of NCR by the admin who himself has worked a lot on restaurant marketing and branding. The discussion turned exciting with people mainly restaurateurs and industry experts coming up with their view point on the sector.

It’s true that every one believes that opening a place is the easiest thing to do but only a few knows that running it is a different story. Restaurants in India range from a low entry barrier to a very high setup.  And, hence everyone with a very less or no experience and hand full of money dream of owning one such entity. But little did they know that it’s not everyone’s cup of tea.

“Increased competition, thinning margins because of various discount app, many preferring home delivery, aahatas eating into pubs etc are some of the reasons for the slowdown,” shared Pawan Soni who started this discussion.

In the last few months, restaurants like Zizo, 7 Degrees Brauhaus, Lock & Key, Khyen Chyen, Batli 29 to name a few in Gurgaon have either shut their shop or have changed their names and ownership to survive in this fast-hitting market. Cursed by legalities and its nature of operations, there is nothing new if we say that 80-90 % of restaurants are closed in 12-18 months of their opening. But it’s true, government policies, high rentals, high attrition, GST and Excise Fee on the sector to name a few is killing the ever blooming restaurant industry.

“Restaurant should run on content and consistency. Govt policies are same for the ones which close and the ones that do bumper business , it’s a level playing field so I would not blame the policies. Dining out has become a more viable option basis the GST cut. There is no formula for success but certain things do help,” shared Tarun Sibal, Co-Founder, One Fine meal who believed that a clear understanding of your own product, the reason for you to be in the food business, are you happy to serve people, not compromising on quality plate after plate , drink after drink ? These are all questions one should ask before one wants to be a part of the business.

Also,  Sector-29 in Gurgaon which became a nightlife destination with restaurants like Prankster, Vapour Bar Exchange, Warehouse Café to name a few is lately turning out to be sour destination for people who not only want to just enjoy loud music but hospitality to a larger extent. And, the scene has become worst for this location with places like Walking Street, Vapour Bar Exchange, Warehouse Cafe, Big boys Lounge looking for someone to adopt them.

“You only need a lot of liquidity if you intend to run for a long time at a loss. This usually happens if you are discounting, or have high overheads or don't have a suitable product or just a combo of all three,” pointed Dev Lall one of the member of the group.

Hence, there is no point in denying that restaurants with unique concept, focus customer centric approach, honest communication, exceptional food & service and delivery can survive. Shortcuts don't work in this hard-hitted industry.

The modern formal lifestyle and long working hours that the millennial are obligated to, has become the reasons why young crowd prefer to indulge in a casual dining restaurants. Not only this, people these days tend to look for the finest quality of food as they are well aware about the cuisine, ingredients and have travelled around the world.  Millennial are aware of their taste, variants and the whole magnitude of the quality has made headway over the decade. Also, they are very keen to know about produce and the source from where the ingredients are brought.

Elements to Focus on

“The element that one should definitely look at while entering such concept is quality food ingredients which should not be compromised upon,” shares Om Nayak, Chef & Owner, The Pasta Bowl Company by adding that the quality of the presentation and plating of the food should be majorly looked upon.

Also, restaurant owners should keep an eye on the financial investments that they make and should not invest a huge amount of money on procuring things that would not add on to the casual setup but only increase the cost. The cutlery, comfortable seating, vibrant ambience are some of the key elements to look at, along with tactical investment.

Targeting the right Audience

Getting the right customer to your restaurant is most important aspect of the restaurant business. Without a target group you cannot run a restaurant. If you are running a quick service restaurant you need to focus on young and student crowd. Whereas, the target group for casual dining places are millenials who are well travelled and know variety of cuisine. “ The target group for such setups would be the millennial irrespective of the age group or race, who have been the globetrotters and know the cuisine, the setup, the origin and the ingredients. The people living in metro cities, new- gen enlightened with the apprehensive savour habits would be the target groups,” adds Nayak.

Future Trend

“A casual space with fine dining sensibilities is what guests are seeking - fine in quality that suits a discerning palate along with a vibe that is not too serious or intimidating is what one appreciates. It is like having the best of both the worlds,” says Shraddha Bhansali, Owner, Candy & Green.  

Also, while venturing or opening a space relating to such trends one should highly focus on the market positioning as what the millennial would prefer to eat and the pricing of the cuisine to the target clientele. One should definitely avoid unnecessary expenditure on the interiors but at the same time making sure it is comfortable, inviting and warm. Clientele coming in to dine should connect to the concept. If the nature of the concept is balanced well and tactical, such setup will never be a failure.

World’s largest pizza chain Domino’s has been continuously innovating itself. Sometimes the company is playing with the menu by customizing it according to the local market and meanwhile expanding its technological reach. The pizza chain has been pushing into all kinds of new technologies, including ordering from smartwatches, TVs, Alexa and Google Home. It has also ventured into new markets by opening delivery at non-traditional locations like zoos, beaches and parks. Here are top movements Domino’s is doing at top Markets.

Creating a Record in Bangladesh

The pizza chain is continuing its global growth momentum with the recent opening of its first restaurant in Bangladesh. Within its first week of operations, Domino’s Pizza witnessed a record number of orders, which is the highest for the brand across its network in 85 countries.

Domino’s Pizza has entered Bangladesh through a joint venture between the master franchisee Jubilant FoodWorks Limited (JFL), one of India’s largest food service company, and the local operator Golden Harvest QSR Limited, a part of Golden Harvest Group. The first restaurant has been opened in Dhanmondi area of Dhaka, and features the new pizza theater design, refreshing and inviting interior, stylish seating as well as a front row seat to watch all the action of pizza-making. Additional locations are planned for later this year.

 “The Jubilant management team, together with their local operator Golden Harvest, bring extensive operational experience, and we’re fortunate to have them bring this experience to Bangladesh,” said Mr. Joe Jordan, executive vice president of Domino’s International. “Domino’s is building beautiful pizza theaters across the world, and we’re happy to bring these stores to Dhaka.” he added.

A Tech-Approach to Build Customer Base With Give Away

Domino’s is planning to expand its pizza category with new giveaway policy. The pizza chain is planning to grow its customer base with new ‘Point of Pies’, reported CNBC.  “Domino’s new promotional program, Points for Pies, is meant to grow the overall pizza space as well as Domino's customer base,” said Ritch Allison, CEO, Domino’s.

The campaign, enabled by Domino's technology, gives consumers 10 rewards points for each photo of a pizza clicked they send to Domino's, even if it isn't a Domino's pizza. People can submit once a week, and once they hit 60 points, Domino's will give them a free pizza. "We don't know the exact number of how many customers will come on board with us, but as the leader in the pizza category, we see this as a great opportunity not only to grow the overall pizza category, but also to invite new customers in to download our app and to try our product," shared Allis.

You can Enjoy Pizza at Beaches

The pizza chain in its biggest move is delivering pizzas to the great outdoors at U.S. beaches, parks and landmarks. Domino's will deliver to 150,000 outdoor locations including under the Gateway Arch in St. Louis; by the Las Vegas welcome sign; or next to a statue of soul singer James Brown in Augusta, Georgia. The locations show up on the company's app or website as "Domino's Hotspots." Delivery is a key part of the company's business, and it has been aggressive in making it easy to order through tweets, text messages and Amazon's voice-activated Echo. But competition has grown from other fast-food chains that are offering more delivery options. McDonald's has a deal with online service UberEats, and the parent company of KFC and Taco Bell recently teamed up with Grubhub to expand delivery.

Ever Wondered! To get Pizza via Snapchat Augmented Reality

Domino’s last year ran a mobile campaign that let Snapchat users in the US order food directly inside the image-messaging app. This gave Domino’s customers the opportunity to request a pizza after interacting with a branded lens. The AR lens worked with both the front and back cameras of a smartphone. Those who took a selfie saw their faces decorated with a virtual pair of mirrored aviator sunglasses that had a reflection of a pizza in the lenses. Flipping the camera around showed a virtual Domino’s pizza box that opened to show a pepperoni pizza inside. From there, people could tap an on-screen button to request a delivery without ever leaving the app.

Turning Job Opening into Video Game Character

Domino’s in Malaysia published a 47-second video on its Facebook page on March 1 advertising six roles in the company, including cook, deliveryman, and store manager. Instead of doing a traditional job advertisement, the pizza chain delighted netizens by featuring each role as a playable character in a video game.

A Hunt for a New Chairman has Begun

Domino’s Pizza is looking out for change at the top as it considers a future without its chief executive and chairman amid an escalating row with franchisees. The pizza chain is considering a succession planning for the current chairman Stephen Hemsley and Chief Executive David Wild.

In addition, it is also in search for a replacement for non-executive director Helen Keays. The revelations were made in the company’s annual report, which was published last week. “As you would expect the board has held internal discussions about succession planning for the chairman and CEO. We are not going to speculate on the outcome of any board changes, and will update the market as and when there are any developments,” shared a Domino’s statement.

In-Car Ordering Via Connected Cars

Drivers craving pizza while on the road will soon be able to order Domino’s right from the touch screens in their cars, shared a report. Millions of connected cars with compatible touch screens will have the Domino’s AnyWare ordering platform loaded on them. Domino’s partnered with Xevo for the service, which will be available in some GM and Hyundai models. The touch screen platform can also find nearby stores and call in orders through the vehicle interface.  According to IHS Markit, by 2024 there will be some 75 million vehicles with display screens, and many of them will be compatible with food ordering platforms.

Design has played an important role in building a restaurant brand. It is very important for a restaurant to have a certain guideline and framework in mind before giving a shape to the restaurant. Your design directly impact your customer. Hence, you should use brilliant, catchy, eye pleasing colour to feed your customer right from their eyes. Someone has truly said that a customer eats with its eye first and then its hand. Thus, design has to suit your theme, concept.

“We believe that a restaurant should look simple yet elegant so that our patrons should get a feel of having an authentic experience. For Bayroute, we have created a space through our designs and brought out the essence and vibrancy of the Middle Eastern countries,” shared Arjun Raj Kher, Brand Head, Bayroute that has got the design aesthetic straight out of Marrakech and their design team has chosen the material palette which is quintessentially Moroccan but with a modern contemporary touch.

However, their famous restobar Hitchki that has created a unique space in the Mumbai’s nightlife is very modern and chic, resplendent with wooden furniture, marbled tiles and a jukebox in the corner for your enjoyment. Its quirky decor and vivid wall art promise to transport diners back to the past.

Also, designers are focusing much more on use of antiques, colour bursts of gold, brown, blue, statement mirrors, luxurious textures of wood, veneer, leather, symmetry through use of geometric pattern highlighting the year’s design trends. Also, emphasis on detailing will be contemporary-styled merged with structures of the bygone era. Take the case of Victorian chair for instance with its vastness of design the intricate carvings but with a firm minimalistic paneling exhibiting the blend of a vintage-cum-contemporary style.

“The concept was to showcase the inherent traditional appeal with a touch of Victorian era where the ambience could elucidate its charm of bygone days. The vintage theme, as was required to be portrayed, was imparted via the muted shades and antique assets, sprinkled around the entire décor or setup,” shared Abhigyan Neogi who has re-designed the famous Kwality Restaurant in Delhi’s Connaught Place.

Designers are also pointing that the ideology that aided in creation of such a unique design was to explicitly preserve the historical vibe of the arena and yet allow customers to delve into in-genuine ideas of design.

Showcasing opulence with embellished interiors combined with the contemporary modern overtones ca shift happening in the customers’ mindset leading to a huge comeback of the classic revival style with its extravagance and a twist to its color palette. “When it comes to designing of the restaurants it mainly depends upon the concept of the restaurant whether it is a fine dining, concept dining or cafe and club concept,” said Manpreet Singh, Owner, Pinch of Spice.

Thus, we can say that design plays an important part in the restaurant business. By keeping it minimal you can also add-on certain pointers to the business as design connects customers with Restaurant and the brand.

It was year 1994 that saw Pune welcoming the first pub in the city, 10 Downing Street at Boat Club Road. But much have changed in the 20 years as the city has set up many late night party places addressing the party goers of Pune. Restaurants and bars in cities are going beyond to satisfy the late night customers. Also, with pub and restaurant opening late till night it has become a paradise for young metropolis.

“Pune city demands a gastronomic adventure and we aim to ensure that we bring the best of pub food from the West along with local Bangalore bar favourites. We encourage you come by, try everything twice (maybe even thrice) as you will never get bored.” says Sibi Venkatraju, Co-founder, ph4 Food & Beverage Pvt Ltd. 

There’s lots of changes that the locals have witnessed with new and high energy spaces entering the city. From Bengaluru’s favourite pub Toit setting up the nightlife scene in the city to the famous Mumbai restaurant Arth opening its door for puneites in the city. Not only this the city has also seen many new startups restaurant and bars opening doors for the tech-city. Places like Kalyani Nagar, Hinjewadi, Koregaon Park and Wakad to name a few are becoming a hub for high-end restaurants like High Spirits Café, BlueFrog, Social to name a few.

“Social has blurred the lines between work and play to create the second, alternative place that modern India deserves. It has gone from strength to strength over the last couple of years, and Pune is a very special city for us. Since our first outpost, with each new café, we try to push the boundaries of the brand and pay tribute to the community which we serve”, shares Riyaaz Amlani, CEO & MD Impresario Entertainment & Hospitality Pvt. Ltd.

The city is also seeing mushrooming of many All Day Dining place which will dish out delish breakfast, lunch and dinner, contemporary restaurants that are spread across areas spreading over 4000 sqft, divided into two sections – outdoor and indoor setting up a perfect dining and drinking destination.

“At The Daily All Day we allow you to take the experience of enjoying the classic G&T to the next level by giving you the option to add various peels, herbs, fruits and spices to your drink. The team at Daily have designed a special Gin trolley that goes around from table to table where the mixologists mix or add any of the spices, peels and herbs of your choice to the Gin and explain to you the various characteristics each Gin has to offer,” says a press statement by The Daily Gin Club.

Also, restaurants are experimenting a lot with flavours and ingredients; the menu is presented in an interactive way with lots of presentation prepared from local ingredients. The restaurants are also focusing on food along with well concocted drinks which complements the food.

The word innovation, by definition, refers to a new idea or imagination in the form of a method or device. It is also often thought of as the application of feasible solutions for newer requirements or existing market needs. This is however, not merely limited to products, and can be applied in the case of food retail, in areas of quality control, technology, consistency, efficiency, people, and even institutional changes.

According to industry reports, food processing is one of the biggest sectors in India, in terms of production, consumption, export, and GDP growth. In fact, India has even overtaken China to become the most favourable market for retail expansion. Owing to a change in the consumer’s lifestyle and consumption patterns, the future of the F&B sector is definitely looking bright. And with support from the Government, food processing is expected to be a key factor in bridging the gap between the demand and supply. However, the true test of the industry’s growth will solely depend on its ability to invest, organise and innovate, in order to deliver high value products to customers.

And in the case of the food retail industry, innovation is now about designing an experience that’s remarkable and creates value to keep the discerning customer of today engaged. As a result of the insane growth of social media, and e-commerce, today’s shopper is much more critical, and has very high expectations. As players in the food retail industry, we need to understand the role the buyer plays in our strategies for innovation. Great customer service, impressively quick responses, ease and flexibility, nifty tools, and a plethora of choices have contributed to the growth of the sector.  It would be safe to say then, that the increased use of technology and digital mediums has been a driving force behind innovation in the food retail sector. Many Indian players are making optimum use of new technologies to increase production, meet quality standards and increase profitability. And in return, the market has provided us a lot of opportunities in recent times to facilitate the adoption of such technologies. Be it food exploration, reservations, discovery, delivery, and feedback, technology has infiltrated the sector like never before.

As a result, online food and grocery portals have gained popularity across the country, especially in metros, with Mumbai topping the charts, followed closely by Delhi and Kolkata.  And this has only brought about increased competition among companies and encouraged brick and mortar restaurants to go online and follow and omni-channel model of business. This omni-channel strategy focuses more than mere selling of products and services and engages the end buyer to empower them and create an unforgettable experience.

Food retail has reached a definition beyond just the service and the food. With more and more outlets opening to offer not just local cuisine but also the culture and vibrancy of the place, a 360 degree experience has become essential in the industry. Innovative ways to provide such experiences have been noticed in multiple outlets across airports. What they offer is a way to experience the city in a small pocket of the airport itself. This comes as a boon for travellers who use connected flights for their trips. Without having to step out of the convenience of airports, they are able to experience local culture and cuisine.

A big part of this experience is also the changing dining habits of consumers. The expectation of quick service has become a driving factor behind innovation in the food retail industry in India. To meet this demand, Quick Service Restaurants (QSR) have been set up at locations with high footfalls such as railway stations, airports and even national highways. This travel retail segment as it is known as, has evolved from a cottage industry of sorts to a multi-billion dollar market, which is growing at unprecedented levels.

Another important innovation that has now made its way into the India Food Retail sector is the concept of lounges at prominent transport hubs. These lounges have a three-pronged benefit to the industry and its stakeholders. To consumers, the lounges offer a superior user experience and a feeling of being part of something special and unique. To the airports the establishment of premium lounges such as the ones in Mumbai airport has led to a boost in their reputation and a significant upside in their business. Lastly, to the airlines, what lounges offer is a way to create a sense of customer loyalty with their passengers and an opportunity to outsource such secondary parts of the business to specialists.

The organised food retail market has come a long way in India, be it with innovations in technology, newer business models or the demand for gourmet and organic products. And as we move forward, it is clear then that innovation will definitely be at the centre of the growth of food retail in India.

It is apparent that changing trends in eating habits, shopping, entertainment and changing socio economic environment have brought phenomenal developments in food service industry in India. QSR is the front runner in this growth story. QSR industry has been growing exponentially in the recent years despite of some unexpected adverse factors. It’s market value in India is expected to rise to Rs 51,000 Cr by 2021.

With the ever increasing opportunities and propensity for customers to indulge for every rupee they intend to spend, and are experimenting a lot, which somewhere leaves little lesser room on affinity (read Brand Loyalty), this brings in a very basic question that, what makes customers to try out and also how to engage and bring them back for repurchase.  These question holds true to Food Retail as well. As one of the recent studies (ASSOCHAM-TechSci Research consulting joint study) states that India's food retail market is expected to touch USD 827 billion by 2023, up from USD 487 billion in 2017, growing at a compound annual growth rate (CAGR) of 9.23%, with recent reforms making the sector more competitive and market oriented.

Further,the aforementioned report hints at the macro aspect of share of India’s food retail sector being pegged at 29.56% for North, 27.19% for South, 25.39% for West and 17.86% for East, clearly indicating the geographical choice a given brand must consider while looking at these percentages.What clearly comes out of this study is the factor that choosing a location, becomes critically important. Rather there’s a lot of support infra that makes the food retail business sustainable.

Here’s the genesis of stepping into Indian Food Retail and the elements that bring forth the venture to become part of Food Plate of Indian consumer.

Understand the law & market practices: there’s a lot to understand on the variance when it comes to establishing the business in various markets within India.Keeping a tap on all necessary documentation - right from registration,having mandatory licenses, taxation system, labour laws etc. This is important to understand as it thus becomes clearer on the scope of engaging at various steps and suitably then involve the relevant stakeholders to address the next move.

Menu Selection:Menu is the core around which everythingelse revolves– right from the customers, to the suppliers, to partners, to various other stakeholders etc.  Culture, Religious Beliefs and Food Habits are predominant features which one can’t miss and hence they become an essential ingredient when it comes to introducing the cuisine in the Indian market. This leaves the scope of toying the idea of experimenting with various combinations, run a series of product tasting sessions with real customers, create a pool of early adopters, have FGDs (focus group discussions), fine tune the aspects that make the taste palatable.

Supply Chain:- It’s the backbone& Lifeline of entire operation. Negotiations at each step is essential, setting the quality benchmark in the beginning is equally important. It captures different spectra of the supply chain system that includes:

Choosing Suppliers: Having formalized the choice of food serving, next in line is choosing the right suppliers who follow similar practices, standardization and processes that mirror the core of your chain. The supplier essentially need to confirm the laws (necessary Licenses) and must have all mandatory certifications laid by the Govt. The plant must adhere to hygiene and must keep all checks and balances to maintain safety of food from possible infestation or decay.

Review Backward Integration:After addressing the menu and the suppliers, you have to review the ingredients that go into making the serving/ meal and seek the necessary understanding on the quality, cost of procurement, minimum guarantees, negotiations from farm to supplier, procurement from farm is also one critical element that is essential to see year-long supply of farm produce. Other ingredients also need close watch on the process that needs to be stitched for milk related, non-veg related food safety protocols.  This becomes critical as in food business, there are no exceptions on food going bad.

Cold Chain:It’s pivotal to have strong logistics in place, earmarked, real-time track-able to know where the supplies are and when is replenishment arriving. Besides that the maintenance of the supplies at optimum temperature is important to have that safe in transit and once it arrives at the destination, the supplies need to be kept at the right temperatures.

Location: (Converging Footfalls vs Creating/Generating Footfalls) - When it comes to establishing a restaurant, it’s critical to have a location that promises the proposed potential now and in near future.  One thing that needs to be kept on mind that the influx of footfalls(read Customers) is largely dependent upon the traffic that is crossing that location dovetailed with ease of access. Choosing a location is yet another element that needs a strategic approach, which in turn plays a role of a catalyst in accelerating the speed of ‘rate of return on investment’. This rate, shall hence vary in proportionsand one needs to do a strong research and background check. 

Further, store design, decor & careful selection of all the elements within the store add to the overall experience of the customers and hence shall need meticulous planning. One needs to keep the design templates that are adopted for replication as the expansion happens, this reflects unification of design and decor

Operations: Moments of Truth, begin here! - It’s the key to actually make the business run. It is sheer executional excellence that drives the strategy into real action on the floor. These are those moments when the customer expectations and overall experience take shape. Since, there are no second chances, so it’s important to have following aspects duly detailed out:

Maintaining Standardization: The protocol on handling each action point needs to be detailed out both internally and for external engagements. The documentation of these protocols makes it essential that if there’s any doubt, one can access and follow the framed protocols. Further, there is also a need to have Standard Operating Procedures laid out which are sacrosanct and become the basis of Quality of Servicethat the brand promises. Remember, the customers have their own yardstick to evaluate their experience and hence, standardization shall help the teams across multiple outlets to deliver same quality of both service and food at every engagement.

Meticulous Hiring &Training holds the Key:In food retail as of today there are estimated over 900 million human transactions happening every day, which means ‘900 million moments of truth’. To maintain similar experience each time, there is a consistent need to train each of the resources to bring parity on skills and ensure the same is maintained while disposing of one’s duty. Regular checks on the floor are important that captures any deviations and same needs to be shared and addressed by being reiteratedwith concerned team members.

Design Thinking:It’s vital to live the life of the customer and see/experience every moment to find gaps and make the corrective actions to set the benchmark of the services rendered for both human engagement & quality of food. This further entails to have continual feedback mechanism that bridges any possible improvisations

Marketing, Innovation & Research: These three are specialist profiles and need more focused involvement & very detailed discussion. On the broad-lines:

Choosing the right Positioning–how your food retail chain wants to be perceived as?

Branding – how do you want the brand to look like – the logo design, colour combination, what feelings the logo emotes etc., the protocol of using the logo – Creating the Black Book – the protocol of Brand usage

Pricing – having done the reverse calculation of each of the elements - cost of food, cost of operations, cost of location, evaluating competition with similar offerings, combos etc. the acceptable price that justifies rightful ticket size needs to be reviewed

Promotion- Choosing suitable platforms to make the essential visibility for the brand, its products, services etc.

Innovation – Adopting blue ocean strategy will keep the competition away for some time, and that could be kept on evolution which always remain as something more to offer, while improving on existing product offering.

I.T – The technologies driving QSRs are more evolutionary than revolutionary and all serve to improve the customer experience while increasing operational efficiencies. Voice ordering through multiple channels, Artificial intelligence, Mobile payments, personalization of reward points and Kiosks will definitely have capabilities of great impact. Having a right infrastructure at right cost in place to handle increasing bandwidth of web, aggregators, social media, data management needs are important to serve customer demands of Speed, Convenience and Value.

Introducing mystery shopper – the set of people who are well versed with your SoPs and protocols, they reach out to store and evaluate the store employees’ engagement at lean/rush hours, create a situation and observe how they handle the situation. They are a very interesting live review mechanism that help fine tune gaps that otherwise are left unplugged.

Research – this is one element that supersedes almost every aspect mentioned above. Primary, secondary, tertiary research coupled with lots of data mining on quantitative and qualitative research shall help in looking many aspects to zero in on possible options one can take forward. Thorough framework around research allows the team to take well informed decisions and help eliminate doubts that usually hold back.

Omni-presence – while store is a physical meeting point, the scope of looking at delivery, e-tailing and app based activities and being present at high footfall events further helps in building the scope for the restaurant’s acceptance in customer’s mind. The aspect that one needs to ensure that the service & quality are not compromised and if the conditions challenge any of these two, it’s judicious to keep distance.

About the Author:

Samir (SAM) Chopra with a career spanning more than 30 years has numerous successful entrepreneurial assignments under his belt.

In his journey as Entrepreneur, some of his accomplishments have been in bringing international chains to 

India. In 2009, Sam has bought the Master Franchise for RE/MAX in India. RE/MAX is an international brokerage company which has the expertise of successfully operating in 99+ countries across the globe.

As CybizCorp entered the Food and Beverage Domain, Sam has played a vital role in helping CybizCorp acquire the Master Franchise for California based burger chain Carl's Jr. under CKE Restaurants Holdings, Inc. that has a total of 3,522 franchised and company-operated restaurants in 30+ countries. 

Today the Restaurant sector in India is seeing some exciting times as India is now become top 25 markets in the world to start and build a Restaurant business as per a Technomic report. Today Indian Restaurant sector is witnessing diversity like never before with new trends, global cuisines adding new flavors on the table. Global Brands and Indian restaurants – new and old have boldly accepted it. But now time has come to look at the big picture. The winners in this dynamic environment will be the ones who can plan strategically for growth. While delivering a relevant and differentiated proposition to consumers will be critical, maintaining cost and operational efficiencies will be another key focus to raise big capital for elevating their business to next level.

“It is now time to build leadership in Restaurant sector as a precursor for this big growth to happen. Building Leadership is more than just communication, guidance and setting up a good example. One needs to build an organizational value system to take the business to the next level,” said Rajeev Varman, CEO Burger King India who shares some tips for brands to make successful business globally.

Make sure you Establish What you Have at Home: You have to learn very hard in the country and then excute the brand in global markets. Many a times restaurant owners are in a hurry to take the brand to the new geographies, that’s wrong. Learn from the mistakes of the others and make sure that you have a established concept at home.

Getting the Supply is Difficult: How do you supply the quality food that you can actually handpick in the restaurants around you to the other country where you have one or two restaurants. That’s always going to be a challenge and people need to think through that. Always work on your supply chain network beforehand. “We have our supply chain team ready with all necessity before we actually launched our first BK outlet at Select CityWalk Delhi,” shared Varman who has now expanded Burger King India to most of the cities.

Understanding the Culture: Every country or even every region has a different culture. What make sense in one country may not make sense in another country. You need to understand the cultural aspect and culturally market of the country.

It Need to be Economically Feasible: If it’s not working in India, the solution is not to go for Dubai but to figure out for India. When people see that the concept is not working in India they try to go to other country. It’s not true they need to figure this out and I always say this make sure your restaurant is performing well at the first store if you want to make the number count go on.

It’s All about Convenience: As you see tech industry has done a lot to bring convenience to customers whether it is paying through electronic means or accessing through these means. Technology is actually getting the restaurants closer to the consumer. So, the consumers can experience the brand in every different ways whether it is through delivery, coming in and ordering through kiosk and restaurants or  it is through aggregators. They have multiple ways they can opt for and it is all about convenience that they look for. “We are connected through our guests via all these methods,” added Varman.

It was year 1981 that marked the induction of the first ever branch of Saravana Bhavan by Mr. P. Rajagopal who is one of the pioneers of the South Indian Vegetarian restaurants chain. With over 100 stores in global markets and 25 in India, Saravana Bhavan has made Indian food a global fame. A highly self-motivated aspirant and an extremely enterprising restaurateur and son of Mr. Rajagopal, P.R. Shiva Kumaar is the key person who has spearheaded the introduction of the authentic South Indian Vegetarian restaurant Saravana Bhavan from his native land to the global audience. He identifies and seizes viable opportunities for expansion and innovation and grows them into profitable enterprises with loyal customers. He has enlivened the lives of so many employees by setting up a pleasant working environment and motivating them to be 100% dedicated to keep up the standards of the business in the most amicable manner. He has imbibed the three principles of leadership that is 100% responsibility, responsiveness to the partners, staff and customers and clarity and concreteness in the execution of plans. Below is

Remember your Customer: When you are planning to go abroad make sure your target audience is present in that country. Your basic customer is there whether you are aiming at Indian expats or the locals. “Whenever we go to a country we make sure that there is good number of Indian expats or Indian community,” shared Kumaar. If you have Indian expats in the region they will automatically bring their friends and colleagues together and hence you will get the local crowd as well. Hence, always focus on the right market and crowd.

You need to get the Right Chef: You cannot have a good location and a bad product. You need to get right chefs with you. It does take a long time for work permit but you need to try to get them in and place them in right locations to make people taste the original food.

Getting the Right Supply: If you are in a place where you don’t get your local ingredients, it is very difficult to manage business. “ It was in Stockholm where we found it difficult and even in process but we eventually managed to talk to suppliers in Britain and get those to Stockholm,” added Kumaar. Hence, supply chain is very important and you need to have a strong flow of supplies to run your business in a distant land smoothly and effectively.

A Team that Works Together, Celebrates Together: You need to have a good team on the floor. A good management team with a frontend staff who can also speak the local language is a must when entering a new geography. There is no point only Indians working in an Indian restaurant. You need to have the people who speak the local language to make the local people understand the products better.

The Indian economy has entered the second half of this decade with a renewed sense of optimism. Trends such as rising income levels, increasing urbanization and a greater penetration of technology are driving consumption and fueling the growth Indian Food and Beverage (F&B) service retail Industry making it one of the most vibrant industries that has seen unprecedented growth in the recent past and continues to expand rapidly.

Though, restaurant business may looks alluring to many. But, running a restaurant is not everyone’s cup of tea. Approximately 90 per cent of the restaurants fall in first year of its operations. However, if you are falling the right rules you may shine higher in the sky. Restaurant these days do not focus on becoming an organization rather they focus on one single restaurant concept. Here are few tips that can help you build a successful restaurant organization:

Standardisation: It is vital for a restaurant for the success but most of the restaurant overlooks it as one of the key component. By failing to standardize the restaurant operations, a restaurant owner risk diminishing his profit margins, swelling their expense sheets, and providing subpar customer service. All of which can cripple the business. Hence, before the restaurant spirals out of control, the restaurant has to make sure that processes are standardized.

Delighting the Customer: Engaging with the right customer is key to any business. Many restaurants fail in the initial years of their operations because they are unable to locate their target customer. There is a global trend wherein chefs and restaurant staffs are interacting more with guests these days which in return is giving restaurants regular and comeback customers. Hence, it should be made a practiceat the restaurant to engage and delight the customers.

Technology Creating Impact: According to a research 42% restaurant owners globally say that it adds value to their restaurant experience with food-tech on the platter. With more and more people choosing out to work and high disposable income, millenials these days are ordering three times more than their parents. “It is all about convenience today. People do not want to spend more time on choosing menu and hence they prefer to check online,” shared Pravesh Pandey Of Big Brewski.

Innovation: people often believe that innovation in restaurant business is not moving, but the truth is innovation is a vigorous process and it is happening. Without innovation your restaurant will not be able to survive in the fast evolving market,” commented Chef Hemant Oberoi, Chef and Owner at eHehHemant Oberoi who was the first Indian chef to introduce the country to fine dining concepts and restaurants. A pioneer of innovation, chef Oberoi has always worked on new and innovative recipes from around the globe to make his restaurant most innovative of all.

Empowering the Staff: India continues to be the ‘land of promise’ for the food service market. The industry is one of the most vibrant service industries. Although predominantly unorganised, with the advent of foreign and Indian restaurant chains, the organised market is likely to expand quite rapidly. “India’s unemployment rate has fallen to 3.36% in 2016,” stated FICC-PwC report, adding that restaurant industry became one of the important sector to create jobs and empower on their staff. “We believe in our staff and help them believe in us. We have staffs working with us for more than 20 years,” shared Shiva Kumaar of Saravana Bhavan that has taken Indian food to global level.

With new age tea cafes and tea start-ups suddenly mushrooming all over the country in the last few years, the coffee chains are taking a backstage with ‘Desi Chai’ still being irreplaceable. According to a latest research, the consumption volume of tea in the country was approximately 973 million kilograms during the fiscal year 2017, up from about 951 million kilograms in the previous year.

For ages India is known as a tea drinking nation where tea is not an obsession rather people love their favourite cup of tea ( chai) at any time of the day. This has led many new developments in the market leading people from all spheres of life investing into the segment. And, it is even more exciting to know that the country today owns more than 300 tea cafes in different parts of the country experimenting with different flavours and variety.

Capturing a Bigger Pie

Tea consumption occupies more than 79 per cent share in the non-alcoholic beverage market, with a domestic consumption of over 911 million kilograms in a year, India is the world's biggest consumer of "chai." Given the ongoing opportunity and a continuous growth players like Chaayos, Tea Junction, Chai Point, to name a few are giving a new meaning to the tea café business in the country. Not only this, as this segment offers low investment and quick growth return many new players are experimenting their hands on organic and cold tea giving tea a new meaning.

“We started our café in 2008. The whole idea is bringing the nostalgia back,” shared Abhishek Nahta, Co- Founder, Chai Garam that has grown to 15 cities with over 60 outlets in the country.

Similarly, Founded by Amuleek Singh Bijral and Professor Tarun Khanna of Harvard Business School in 2010, Bengaluru- based Chai Point has now grown to become the largest organized Chai Company in India, with a strong customer base of more than 1.4 million serving about 3,00,000 cups of chai each day.

Sipping on Fresh Biz

Innovation and tweaking of the product helps give a distinct, differentiated edge and drive patrons to the cafe. And, to create such experiences places like Cha Bar which is one of its kind urban contemporary spaces came into picture. The tea cafe created a rage in Kolkata in year 2000, turning tea from a dry page in history to a lifestyle drink. “The concept was expanded pan India integrated into Oxford Bookstores and customers loved the experience of being able to browse at leisure, leafing through the books of their choice, over a cup of tea from the wide selection available at the Cha Bar or simply unwinding with friends sipping the rejuvenating beverages,” said Swagat Sengupta, CEO, Apeejay Oxford Bookstores Private Limited.

Similarly, Robin Jha of Tpot Cafe feels creating a model which is replicable, scalable and profitable along with strategically selecting locations.

Indian food retail industry is positioned sixth at the global level with 15 per cent annual growth. Seeing this opportunity we see lots of entrepreneurs making way to the restaurant business. But despite all the opportunities that the sector offers, there are few measures that one needs to keep in mind before tapping the idea.

Ownership Mentality: No matter what business you run and where you are, having keenness to lead something is very important in restaurant business. “Ownership mentality is the key to the entire equation of where you are and where you want to go in the restaurant business,” shares Rajeev Varman, CEO, Burger King India.

Keenness to Adapt: With lots of happening and concepts entering the food business. There is lots of disruption happening in the sector. Every other day we see a new restaurant popping up in the city and over hundred in country. “Food industry is the only industry within the universe of business where so much of disruption is happening and you don’t know whether your business will exist or not the next morning,” says Anjan Chatterjee, Founder & MD, Speciality Group of Restaurants.

Running on Networks: Every business is built on networks and relationships. You need team and people to run a successful business. “Concentration and distribution is very important in any business. For ex; you are clicking a picture of something you are eating and sharing it on Instagram. That’s concentration but it also gives you the ability of distributing it and your mobile phones becomes the distribution,” shares Jaspal Singh Sabharwal, Co-Founder & CEO-Tag Taste & Senior Director-Everstone Capital.

Presenting Things Differently:  We don’t go to the bars in India to have just alcohol; Food is very important part of the complete F&B setup. “In the fine dining space every customers wants to get pampered and the essence of the chain is getting pampered and presenting things differently,” says Ashish Dev Kapur, Founder & Director, Moods Hospitality Pvt. Ltd.

Keep Innovating: Restaurants business is all about innovation and finding new things on the platter. We see lots of brands taking global routes to innovate their menu and there are many brands that are promoting local Indian cuisines. “There is a lot of western influence in India, but the innovation in Indian brands itself is learning for the rest of the world,” adds Sukh Tiwana, Group Commercial Director, SSP Group Limited.

The science of opening restaurants have become relatively easy, it’s the science of building restaurant organizations which is more complex. From the first drive-through restaurant in early 1948 to Instagrammable food pictures and design- know how restaurant industry has changed in last two years. But since being innovative and cutting edge isn’t everyone’s cup of tea, global brands have acted as a torch-bearer and disrupters that went through many new innovations to bring the world on a platter.

Taking Good to Growth!

When you enter in a new country you are really a start-up. You have to put all things from scratch even if you have systems across the markets to be able to build that organization. When you start thinking about putting in a brand, it’s about certainly what faces the consumer, what is your proposition, what do you stand for, how do you bring that proposition to live, what is the customer experience and what does your stores talk about your brand etc. “We have to able to make sure that the 1st store that we have put in is able to meet the brand consistency despite people moving in and moving out to go with the same pace,” shared Unnat Varma, MD, Pizza Hut India Subcontinent.

Similarly, it is not easy for restaurants and brands that are running multiple concepts and brands under single entity. “It is a difficult task to give equal amount of focus but eventually it’s all process and when you are scaling beyond a certain number of restaurants you cannot be person dependant,” added Sharad Sachdeva, former CEO of Lite Bite Foods which runs multiple brands like Zambar, Punjab Grill, Street Foods and The Artful Bakers to name a few.

Adding a Twist in Technology  

With technology everything is becoming so easy and restaurant owners can actually track and see sitting from their offices, which restaurants/outlet is doing what sale and which is the best selling item on the menu at that particular moment. Also, what was the sale / position of the same restaurant last week or few months ago can be tracked using these high-end software and technology. “Three important pillars of building an organization is people, process and technology. You can hire people and standardize the process but when you expand to 10 stores how to take a look into those processes peeking into the standardization. It can be done only through technology,” pointed Sahil Jain, Co-Founder, Dineout.

Commenting on the same, Sachdeva added, “When you are 4-5 restaurants, it is very easy for the owner to hump around. But when you have 100+ stores you need to have the right culture in the organization.”

Going Local & Seasonal

Sustainability is the new wave in the restaurant industry today. Everyone wants to talk about eating healthy and fresh. Going local and sustainable is something wherein restaurants are putting their big money into. “We follow LTO ( Limited Time Offer) which we do every quarter to get that freshness out to the guest because a repeat guest is looking for something new,” shared Ashish Saxena, CEO, TexMex Cuisines that runs Chili’s in India.

Commenting on the same, Sumant Vikas, Corporate Chef, Cremica Food Industries pointed, “Menu engineering is an important part of the restaurant business. One should focus on creating menu engineering every six months if not quarterly.”

Do you helm a family-owned restaurant and need a little inspiration?

Many families have decades-old, treasured recipes they love to make and share with others. For those who are, or want to be, entrepreneurs, putting these recipes to work by starting a family restaurant may be the ideal business venture.

In these situations, it can be hard to keep up with the times. But of course, you can keep your restaurant family-owned and still dream big about operating a restaurant empire one day. It is a great sight to encounter young generations taking the legacy forward that bear huge brand names, with a sense of responsibility.

Brazening Up Her Dream Business

As the Restaurant industry continues to meet hurdles and headwinds in the present scenario, there are emerging players all set to dominate the industry, particularly in the West. These players entwined with big names from the past are changing the game for good.

Hailing from the family of media magnets like Viveck Goenka, food has always been a huge inspiration for Rachel Goenka, Founder & CEO, The Chocolate Spoon Company where she believes in pushing the bars every single day.

and At 29, Rachel, went on to prove her own pluck. After training under Celebrity Chef Rachel Allen, she flew back to India, only to set a benchmark in the restaurant business, particularly with high hopes in Mumbai & Pune.

Along with Chef-restaurateur Irfan Pabaney, who has helmed big-ticket restaurants  like Hakkasan, Under the Over and Indigo, Rachel founded “The Chocolate Spoon Company” that owns The Sassy Spoon chain of fine-dine restaurants in 2013 at Nariman Point which was undoubtedly an instant hit. Also on her plate is a patisserie and bakery chain called The Sassy Teaspoon,House of Mandarin, a Chinese restaurant in buzzing Bandra.

“With new concepts knocking the door every second, it becomes challenging to constantly do something better and innovative and keep up with the curiosity of the consumers”, said Rachel.

Rachel stands firmly with her belief of engaging customers with a sassy food menu, exclusive interiors and offers. “Building customer loyalty has been a priority for our brand since the time of inception. It is important to make sure that the same customers keep coming back and not just new customers coming in.”

Taking the Legacy Forward

With the change in pace of life, disruption is always required with an established market in the scenario. On the same page, Akshay Bector, Chairman & Managing Director, Cremica Food Industries Limited exclaims, “The demand on food has changed, with new research coming to light which is defining the food trends in the market.” What was supposed to be good food yesterday may not be widely accepted today?

Cremica, a name that always spelt quality and great tasting food, is fast becoming a household name in India. Established in 1978 by Mrs. Rajni Bector, this 200 Crcompany, has registered a robust growth rate per annum.

”New offerings like cooking sauces for Indian food or flavored mayonnaise have always been our USP for the Indian customers”, shares Bector.

With a career spanning more than 30 years in food business, Bector has been instrumental in the company’s exponential growth, rapidly expanding the business by setting up a modern bread plant in 1989 followed by joint ventures and arrangements with Mc Donald’s to start the manufacture of liquid condiments, buns and batter and breading premixes.

With his business acumen and joint ventures, Bectorsteered the company’s fortunes with increased business volumes while building on the foundation of quality service and customer focus. He constantly brought in fresh ideas to the table, rejuvenated the service list through innovations and built strong brand equity amongst the key stakeholders.

Bector proudly says,” We have successfully made a difference and set new standards with new innovations like the “Vegetable Mayonnaise” that have caught the fancy of the Indian market.  We are the first ones to identify those making products that are suitable to the Indian market and way ahead of time will help a business grow.”

Growth is very individual to every single brand, city and every new location that one expands to. Food service market which accounts at 48 Bn is 8x of hotels and 2x of the pharma industry has seen a continuous growth in the business in last five years. Food service is emerging as a key segment in the Indian economy with change in consumer dynamics and increased awareness about varied cuisine and experience.

There is uninterrupted growth in the industry where organised standalone has grown to 23% in 2016 from 22% in 2013 and is projected to reach at 28% by 2021, the chain market size has grown to 7% in 2016 to reach 10% in 2021 showing a positive side of the growth to industry where the contribution of Unorganised and scattered market is going down to 67% in 2016 from 70% in 2013 which is suppose to lower down in next few years to reach 59% by 2021, says NRAI food service report.

Managing growth

With such a positive turnaround happening in the industry the Indian food brands are growing at a steady rate. Not only in the local market, Indian brands, are eyeing global presence as well as they are at par with the global trends and consumption habits. Brands like Saravana Bhavan, Farzi Cafe, Punjab Grill, Yellow Chilli, Silver Beach Cafe are already doing good in the global markets where they are present in giving an opportunity for the brands who have still not thought of crossing that multi lingual boundary. “The formula is the goals. How do we make the business capable and to make the business capable you need make your resources capable and resources comes from the people, the business and the system. And then what we need is the processes which convert these two into product and products are something that we sell,” believes Reynold Fernandes, CEO- Oriental Cuisines which has already expanded its brand portfolio to more than 170 restaurants in India.

Change is the only constant

The market is changing. These days’ restaurateurs look at the trends that are going in the market as restaurant and food business is all about the business of consumption. Where real estate moving, which markets are opening up, where is growth heading, how are people consuming food and the right mix of portfolio to grow to a city are some of the important aspects one look at before investing money into expansion of a restaurant. “It is great to be in Mumbai, Pune, Bengaluru and Delhi, but it is equality exciting to be in Coimbatore, Kolkata, Pondicherry because consumption is happening every day and everywhere,” adds Reynolds.

Customers now a day’s have an advantage of aspiration that are coming from a global brand but end of the day they need to have a sustainable product because there are varied options available in the market for customers in multiple price ranges depending on the quality of the product. “How do you regionlise the brand,” asks Karan Tanna, CEO- Yellow Tie Hospitality adding, it is not only important to localise the product according to Indian taste but to localise it to regional taste because India is a cultural rich country. You need to standardise the product according to regional flavours.

Same goes with Goodies a bakery brand started in Baroda which has to change its model to attract customers with pace of the time. “It was only when we thought of retailing our bakery products we started our cafe of multicuisne food and of course our bakery products,” adds Kaizad Modi, Senior Partner at Reise Hospitality LLP.

Overcoming challenges

Business has to be expanding unemotionally because we are so attached to a thing and that’s the downfall of the business. One needs to have a concrete business plan before going to a new market. If you are going into a market that does lots of delivery you have to build high scale rate. Two to three years payback cycle and within 24 months things could be different but the good business is to take decisions. It’s all about capital- how you are going to move capital or how you are going to rotate capital.

“The challenge we faced at being present in a small town was getting good talent, skilled labour and retains them afterwards. Also, people do not want to spend large amount of money. It’s very tricky because they expect a high quality product but they don’t want to spend the money. So, how do we maintain quality and presentation with very tight budget? Also, the infrastructure is a hard task and it is very hard to match the customer expectation in terms of challenges we have,” adds Modi who believes that it is very important to cater to a local food.

One needs to be creative as far as food business in India is concerned. One need to keep observing why he isn’t doing well because it is a consumption biz and everyone needs food. “It could be way of serving, your pricing, portion size and menu mix and hence you need to be hands on with everything. There is lots of passion that goes into it. So, your rental v/s the ticket size v/s the footfall caters to the larger part of the business,” adds Tanna.