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Domino

Report
INDEX

Brief profile of Domino’s Pizza

Introduction of Hospitality Sector

Introduction

Milestone

Domino’s Pizza Timeline

Introduction of Hospitality Industry

Survey report

-Good quality food and beverage

-Service inside the restaurant

-Timely home delivery

-Housekeeping operations

Shortcomings
Suggestions

Bibliography

ACKNOWLEDGEMENT

This project on “Hospitality Sector” has been a useful and


enlightening experience. This project has been possible due to
motivation, guidance and support from various sources.

At this level of understanding, it is often difficult to understand a


wide spectrum of knowledge without proper guidance and advice.
Hence, we take this opportunity to express our deep sense of
gratitude to our respected project guide Mr. S.K. Gupta, for his round
the clock enthusiastic support and suggestions which made this
project successful.

We also extend our sincere gratitude to Mr. Praveen Puri, for his
inspiration, encouragement and for the impetus obtained
throughout the course of our project.

ALL MEMBERS OF
SYNDICATE 3
DOMINO’S PIZZA
TYPE: PUBLIC

FOUNDED: 1960

KEY PEOPLE: TOM MONAGHAN (FOUNDER)


DAVID BRANDON (CHAIRMAN& CEO)

INDUSTRY: FOOD WHOLESALE

PRODUCT: PIZZA

REVENUE: 1.437 BILLION USD (2006)


EMPLOYEE: 145,000

SLOGAN: YOU GOT 30 MINUTES

HOSPITALITY SECTOR
HOSPITALITY: It refers to the relationship process between a guest and a host, and
it also refers to the act or practice of being hospitable, that is, the reception and
entertainment of guests, visitors, or strangers, with liberality and goodwill. Hospitality
frequently refers to the hospitality industry jobs for hotels, restaurants, casinos,
catering resorts, clubs and any other service position that deals with customers.
Hospitality is also known as the act of generously providing care and kindness to
whomever is in need.

DOMINO’S VISION
Domino’s vision is exceptional people on a mission, to be the best pizza delivery
company in the world.

Domino's Pizza India Ltd. was incorporated in March 1995 as the master franchisee
for India and Nepal, of Domino's Pizza International Inc., of USA. Moreover, the
company holds the master franchisee rights for Sri Lanka and Bangladesh through its
wholly owned subsidiary. Mr. Shyam S. Bhartia and Mr. Hari S. Bhartia of the
Jubilant Organosys Group were the promoters of the company.

Since inception, Domino's Pizza India Ltd. has proceeded to become one of
the largest and fastest growing international food chains in South Asia. The first
Domino's Pizza store in India opened in January 1996, at New Delhi. Today,
Domino's Pizza India has grown into a countrywide network of over 165 outlets in
33 cities and is the leader in the fast food delivery segment.
Ever since it was established, Domino's Pizza India has maintained its position
of market leadership with its constant product innovation and maintenance of
stringent service standards. More importantly, it has established a reputation for being
a home delivery specialist capable of delivering its pizzas within 30 minutes to its
community of loyal customers from its entire chain of stores around the country.
Customers can order their pizzas by calling a single countrywide Hunger Helpline -
1800-111-123. In fact, Domino's was the first one to start this facility for its
customers.

Domino's vision is focused on “Exceptional people on a mission to be the best


pizza delivery company in the world! ". Domino's is committed to bringing fun and
excitement to the lives of our customers by delivering delicious pizzas to their
doorstep in 30 minutes or less, and all its strategies are aimed at fulfilling this
commitment towards its large and ever-growing customer base.

Domino's constantly strives to develop products that suit the tastes of its
customers, thereby bringing out the Wow effect (the feel good factor). Domino's
believes strongly in the strategy of 'Think local and act regional' that is subtly blended
with a playful images personified by its ' Hungry Kya? Positioning

Domino’s has been innovating toppings suitable to the taste buds of the
population and this has been accepted by the Indian market.

MILESTONE
DOMINO’S PIZZA HERITAGE

Like most corporate success stories, Domino's started out small - with just one store in
1960. Now, Domino's Pizza is celebrating over forty years of delivering food, fun
and innovation.

DOMINO’S PIZZA TIMELINE


1960
Tom Monaghan and his brother James purchase "Dominick’s," a pizza store in
Ypsilanti, Michigan. Monaghan borrowed $500 to buy the store.

1961
James trades his half of the business to Tom for a Volkswagen Beetle.

1965
Tom Monaghan is sole owner of company, and renames the business "Domino's
Pizza, Inc."

1967
The first Domino's Pizza franchise store opens in Ypsilanti, Michigan.

1968
Company headquarters and commissary are destroyed by fire.
First Domino's store outside of Michigan opens in Burlington, Vermont.

1975
Amstar Corp., maker of Domino® Sugar, institutes a trademark infringement lawsuit
against Domino's Pizza. In 1980, Federal court rules Domino's Pizza did not infringe
on the Domino® Sugar trademark.

1983
Domino's first international store opens in Winnipeg, Canada. The 1000 th Domino's
store opens. The first Domino's store opens on the Australian continent, in Queens
land, Australia.

1990
Domino's Pizza signs its 1,000th franchise.

1992
Domino's rolls out Breadsticks, the company's first national non-pizza menu item.
Survey Report: Our group have visited to DOMINO’S PIZZA and their we
have asked them about what operations they do & specially we have emphasized
more on the following questions , which we have asked them & they are as follows:

1. THE OPERATIONS CARRIED OUT BY THE DOMINO’S TO

ENSURE GOOD QUALITY FOOD & BEVERAGES ARE AS

FOLLOWS:

• They told us that they keep all the things in shelf,


• Vegetarian & non- vegetarian items are kept separately
• If in 2 or 3 days stock does not get utilized, they emptied the stock by
removing all the items

They also told us that being a food service industry, they take special care as in
personal hygiene that being in a food service industry, and there are legislative
guidelines for food handling. Bacteria from hair, where perhaps loose hair falls into
the food, can lead to contamination. Not only does it look dreadful to see a chef or
waiter rub his or her nose or touch his or her hair while working, but there are health
reasons why this is not a good idea. Hair should be clean & tied up neatly or chef’s
hat should be worn & they told us hands are washed often after handling raw meat or
poultry & after peeling vegetables that may still have composted soil on them.

• To give good quality food & beverages they use good detergents to wash
utensils
• Sometimes employees who are working in kitchen their relationship
sometimes become stormy because of the pressure of fast service
• In order to ensure that the food & beverages they use is fresh they have
relationship with many suppliers like , there are food suppliers , beverage
suppliers , service providers , crockery & kitchenware suppliers to be dealt
with regularly even with the small operators also domino’s have fairly
constant contact.
• To give quality food Domino’s keep customers taste & food trends in mind.
They told us methods how they cook food in order to give quality food:

 BOILING: It is used for cooking such items as potatoes, pasta & chicken
stock.
 POACHING: Food is cooked in hot water, which is kept below the boil.
 STEAMING: The food is cooked by the temperature of the steam but is not
immersed in the water
 SIMMERING: Dish like curry is cooked very slowly at a temperature below
boiling
 BAKING: It is done with dry heat in an oven.

2. THE SERVICE OPERATIONS TO SERVE THE

CUSTOMERS INSIDE THE FAST FOOD :

i. They asked the customers to have a seat,


ii. Give them their menus,
iii. The order is served within 10 to 15 minutes,.
iv. They provide self service operation,
v. They also provide CRM Coupons
vi. They give buy one get one free offer to customers
vii. As each interaction is unique, Domino’s people job is day to day & from
minute to minute. So they told us that customer contact is the key to run a
successful operation.
viii. They said that communicating clearly with people of all ages is highly
regarded
ix. To give quality services to customer inside they groom themselves well in
personal presentation
x. They take care of both verbal & non-verbal communication like listening &
answering & how domino’s people make use of proper space & time
xi. They have commitment to professional service
xii. An understanding of customer needs & expectations
xiii. Have sound knowledge of all menu & beverages items & to ensure prompt &
efficient service standard operating procedures
xiv. Maintain flexible & willing attitude, service guests using friendly, polite
manner at all times
xv. They constantly check that assigned section is clean and all tables are set up
properly in order to treat customer inside the Domino’s well.

3. SERVICE OPERATIONS TO ENSURE TIMELY HOME

DELIVERY:

They told us that to ensure timely home delivery first thing is that how they deal
with customer on phone as telephone communication is a real challenge & voice
qualities are the only form of non – verbal communication.

i. Enthusiasm is there injected into the voice of people who are taking
orders on phone. They told us that it is not easy because there is no
direct face to face contact & often contact is brief.
ii. As the call comes they ask how can I help you
iii. Speak clearly & carefully listen to orders also with care
iv. Provide information to customers which is relevant
v. Use formal language
vi. Thanks customer for calling
vii. After getting the call they start making pizza
viii. The time taken to load pizza is one minute but in rush it takes 2
minutes
ix. For oven, it takes 6 minutes
x. The total time taken to complete pizza is 15 minutes
xi. In another 15 minutes the pizza arrive at destination
30 Minute Guarantee:

At one point, Domino's Pizza had a guarantee that a customer would receive their
pizza within 30 minutes of ordering, or they would receive the pizza free and
Domino's still guarantees delivery within 30 minutes, failing which the customer is
given his order free of cost.

 They does not take order if the customer is calling from distance
place where it is impossible to deliver pizza within 30 minutes
 If suppose a customer is ordering a pizza cost for Rs. 500 & if they
are unable to deliver the pizza within time , suppose they are late
for another 6 to 10 minutes , then they give discount of Rs 300 &
provide the pizza for Rs 200
 They believe in the service called TSG (Total Satisfaction
Guarantee)
 Free Home delivery of home cooked food in South Delhi. We offer
both Non-Veg and Vegetarian home-cooked food for small Get-
Together.

Our Costs are very reasonable and the foods are Hygienic and Low fat.

 BULK ORDERS: Dominos Pizza also takes bulk orders for its corporate
customers as well as for any big gathering. Any order can be placed 2 days in
advance to avoid inconvenience. Payment can be made in cash or by Cheques
in favor of "Dominos Pizza India ltd". Dominos involves itself in various
community activities like blood donation campaign, clean up drive etc. We
arrange for different competition like painting, essay, junior pizza making etc
at our store level for children. We also cater to different college
functions/events depending upon its location.

4. HOUSEKEEPING OPERATIONS INSIDE THE

RESTAURANT:
For housekeeping Domino’s use UT service, they provide proper check on
cleanliness of the restaurant; maintain cleanliness of the washroom etc.

a. They make sure that all fittings are in good working order
b. They check that all supplies such as toiletries & minibar stock have
been replenished
c. Ensuring that tables & other areas are cleaned & polished
d. Make sure that furnishings & fittings including light fittings are clean
& in good condition
e. Ensure windows are cleaned regularly
f. They also told us that in housekeeping is also responsible for décor ,
the selection of furnishings & wall coverings being very important
g. Thousands of rupees are spent on décor & these decisions are not
taken lightly
h. In housekeeping operations there is flexibility in there restaurant

Maintenance Housekeeping in the wet areas: Top to bottom, all corners and edging
is done on carpeted and non-carpeted floors. Everything is moved on the counter,
cleaned behind it, the items cleaned and moved back.

Not only are sinks made to shine, but also all the tight spaces that trap dirt are
cleaned. The outsides, top to bottom, of all large appliances in the kitchen are cleaned.
Light fixtures are dusted; windowsills, baseboards, and other dusting in the kitchen
are done.

Kitchen cabinets are cleaned for fingerprints and food spills that have occurred
recently and can be recovered with wiping a wet or damp cloth. The floor is edged for
crumbs with a vacuum, then vacuumed thoroughly and washed. Food that is stuck to a
floor is not ignored. On an as-need-basis, the floor is washed by hand around the
edges.

 We can do the whole package pulling out a fridge or oven wiping them
clean and everything in between.
All of our work is 100% guaranteed. If customers are not happy with Domino’s
cleaning, simply call them within 24 hours.

 During summer seasons their sales increases,


 Number of staff is more as compared to winter seasons
 Total number of staff is around 35-40,
 Income per month is around 35 lakhs

5. ANALYZE THE SHORTCOMINGS & SUGGEST

IMPROVEMENTS:

The shortcomings which we have encountered by visiting in the Domino’s Pizza


are listed below:

 Less space capacity,


 Low interaction with customers inside the restaurant

The suggestions which we want to give for their improvements are as follows:

 They should give more attention to their space capacity. As inside


the restaurant there are only 12 chairs as sitting capacity due to the
less space. The customers have to wait outside the restaurant until
there is available capacity but the busy customers cannot wait, for
which they have to lose customers. So, they should try increasing
their sitting capacity.
 Another most important thing is that inside the restaurant the
interactivity between the staff and customer is very poor. As it
provides self service so the staff is busy in making pizza and phone
calling. So for this behavior, many customers were unsatisfied and
they have to lose their customers. For improving such situation,
they should segregate their staff in different sections. They should
divide some staff in pizza making sections, some in phone
attending sections and some in the receptions in order to interact
properly with their customers.

BIBLIOGRAPHY

www.dominos.com
www.altavista.com
www.macromania.com
www.yahoo.com
Professional hospitality an introduction by Vander Wagen
Hospitality Retail Management by Conrad Lashley