A

PROJECT REPORT

ON

QUALITY ASSURANCE AND FEEDBACK AT GOLDEN TUSK

RESORT

Submitted as the project for the degree of

Bachelor of Business Administration (CAM)

(2021)

SUBMITTED BY:

AKSHAT SAIN

00313401920

Under the guidance of

MRS. DEEPA JAIN

TRAINING CERTIFICATE
 Ideal Institute of Management & Technology
(16 X, Karkarduma Institutional Area, Delhi-92)

CERTIFICATE

This is to certify that Project Report entitled “QUALITY ASSURANCE AND FEEDBACK
AT GOLDEN TUSK RESORT” is Bonafede work carried out by Akshat Sain Student of
BBA (CAM), Ideal Institute of Management and Technology (affiliated to GGSIP University,
Delhi) sin partial fulfilment of the requirement for the award of degree of Bachelor of Business
Administration, under my guidance & Direction. To the best of my knowledge and belief the
data & information presented by him/her in the project report has not been submitted for the
award of any other degree.

MRS. DEEPA JAIN

(Designation)
 ACKNOWLEDGEMENT

I am writing this final Project for the program of Bachelor of Business Administration on
“QUALITY ASSURANCE AND FEEDBACK AT GOLDEN TUSK RESORT” for Ideal Institute of
Management & Technology Affiliated to Guru Gobind Singh Indraprastha University.

It has been a great challenge but a plenty of learning and opportunities to gain a huge amount
of knowledge on the way of writing this Project report. I could not have completed my Project
without the constant guidance of Asst. Prof. Mrs. Deepa Jain my supervisor, who helped me
along the way and was always prepared to give me feedback and guidelines whenever I needed
it.

AKHAT SAIN Signature:

00313401920 27 Sept 2021
LIST OF CONTENTS

• INTRODUCTION
• Objective Of Study

• Review Of Literature

• Research Methodology
• Research Problem
• Objective of Study
• Scope Of Study
• Importance Of Study
• Research Design
• Sampling Technique
• Sampling Area
• Sampling Size

• Limitations of Study
CHAPTER 1: INTRODUCTION

Food and beverage services sector contributes a great deal to the profits in hospitality
industry. With the increase in importance of business meetings, a range of personal
and social events, a large number of customers visit catering establishments
frequently. The food and beverage professionals tirelessly work to intensify
customers’ experience through their service.
The F&B Services providing businesses deliver food and beverages to their
customers at a particular location (on-premise) such as hotel, restaurant, or at the
customer’s intended premises (off-premise).
Food and Beverage Services can be broadly defined as the process of preparing,
presenting and serving of food and beverages to the customers.
F&B Services can be of the following two types −
• On Premise − Food is delivered where it is prepared. The customer visits the
premise to avail the food service. The premises are kept well-equipped and
well-finished to attract customers to avail F&B service.
For example, restaurants, pubs, etc.
• Off Premise or Outdoor Catering − This kind of service includes partial
cooking, preparation, and service at customer’s premises. It is provided away
from the F&B Services provider’s base on the occasion of major events which
call for a large number of customers.

Types of F&B Services Operations

There are two broad types of F&B Services operations −
• Commercial − In this case, F&B Services is the primary business. The most
known commercial catering establishments are — hotels, all kinds of
restaurants, lounges, cafeterias, pubs, clubs, and bars.
• Non-Commercial − Non-commercial operations are secondary businesses in
alliance with the main business. These F&B services mainly cater to their
consumers with limited choice of food and beverages. These establishments
often run under contracts. For example, food and beverage services provided
at hospitals, hostels, and prisons.
In this tutorial, we mainly consider commercial food and beverage service sector. Let
us first understand some common forms of F&B service.

What is Catering?
Catering is the business of providing foods and beverage service to the people at a
remote location. It is a part of food and beverage service sector. For example,
arranging food services at a wedding location.
What is QSR?
These are the fast food outlets called Quick Service Restaurants where the food is
prepared, purchased, and generally consumed quickly. They are run with
convenience as a main factor. Branded outlets such as McDonalds and Nando’s are
QSRs.

What is FSR?
They are fine dining, family, specialty, ethnic, or theme restaurants called Full
Service Restaurants where the food and beverage menu is wide and the customer’s
expectations are high. They are operated with customer satisfaction and experience
as the key factors.
Food and Beverage Services come only after preparing what is to be served. Most
food and beverage service businesses operate in the following cycle –

Food and Beverage Service Objectives

The food and beverage service is looked as a means of achieving satisfaction and
making yourself feel comfortable in today’s world. The main objectives of this service
are −
• To satisfy the following needs −
o Physiological − The need to taste different varieties of food.
 o Economical − The need to get F&B Services at the invested cost.
o Social − The need to find friendly atmosphere.
o Psychological − The need to elevate self-esteem.
• To provide high quality food and beverages.
• To provide friendly and welcoming atmosphere.
• To provide professional, hygienic, and attentive service.
• To impart value for money.
• To retain the existing customers and to bring in new ones.
The food and beverage service is part of the service-oriented hospitality sector. It can
be a part of a large hotel or tourism business and it can also be run as an independent
business. The members of the F&B Services team are required to perform a wide
range of tasks which include preparation for service, greeting the guests, taking their
orders, settling the bills, and performing various other tasks after the guests leave.

Structure of F&B Services Department

The F&B Services personnel are responsible to create the exact experience the
guests wish for. The department consists of the following positions −
Food & Beverage Service Manager
The Food & Beverage Service Manager is responsible for −

• Ensuring profit margins are achieved in each financial period from each
department of F&B service.
• Planning menus for various service areas in liaison with kitchen.
• Purchasing material and equipment for F&B Services department.
Assistant Food & Beverage Service Manager
The Assistant Food & Beverage Service Manager is aware of and is tuned to all the
work the F&B Services Manager performs and carries out the same in the absence
of his superior.material, preparing food and beverage, keeping the inventory of
material, maintaining service quality continuously, managing various catered events,
and most importantly, analyzing the business outcomes to decide future policies.
Let us look into the operations involved in F&B service –
Food and Beverage Service operations involve a multitude of activities which engage
the staff right from purchasing

Maintaining Food and Beverage Standards

It is very vital for an F&B Services organization or an F&B department in a large hotel
to keep their standards of food and beverage high. If the quality of food and beverage
along with the best service is what the guests liked, then the chances of the guests
coming repeatedly and singing praises of what they received are high.
Food and Beverage Standards
Any food and beverage service business has a great responsibility of serving
hygienic, safe, clean, and fresh food. The customers also rightfully question if the
food or beverage they consume at the F&B Services outlet is healthy, safe, and fresh.
For ensuring food safety, a system named Hazard Analysis and Critical Control Points
(HACCP) in Europe works to identify Critical Control Points (CCP) for the presence
of physical, chemical, and bacterial hazards to food. HACCP has set guidelines and
principles on producing healthy and safe food. It also enables food and beverage
businesses to adhere to consistent safety and quality of food production.
In India, Food Safety and Standards Authority (FSSA) works towards setting
standards for safe and hygienic food. In USA, Food Safety and Inspection Service
(FSIS) is responsible for the safety of meat, poultry, and processed egg products.
Also, the Food and Drug Administration (FDA) is responsible for virtually all other
foods.
FUTURE OF FOOD AND BEVERAGES INDUSTRY
The New Age Consumer

The digital revolution has changed many aspects of our lives beyond imagination,
including the consumer’s take on the food and beverage industry. The prevalence
of smartphones has enabled the consumer to communicate and run operations on
the go, directly affecting the individual’s demand for food and beverage, which
matches their changing lifestyles.
At the same time, we are witnessing a transformation in consumer behavior and
expectations with a rise of holistic health. A holistic health approach is the growin g
consumer trend that include easting healthy foods that promote mental and
physical well-being, support a strong immune system and prevent diseases, being
a more purposeful approach that allows consumers to keep a track of their eating
and drinking habits.

These two trends indicate that consumers want ‘on-the-go’ options that offer more
something more than high fat, high sugar and empty calories. This trend offers
lucrative opportunities to companies who can harness food sciences and
technology to deliver revolutionary products that meet the consumers’ demands.

The demand for healthy food products has also created an atmosphere of
ingredient elimination where the media, lobbying groups and regulators focus on
a particular ingredient and try to eliminate out of all foods, for instance, fat and
presently, sugar. This is creating a ‘cut-it-out’ culture, where consumers are aiming
to exclude certain ingredients from their diet hoping that it will improve their health
and wellbeing. The trend is fuelling growth in the free-from markets like gluten-free
and lactose-free.

Utilizing technology to reach and inform consumers:

Technology also helps consumers to make sense of nutritional information.

Instead of reading the nutritional facts on the back of the product, a consumer
might be able to scan a QR code using their smartphone’s camera. Fitness
trackers and wearables could also incorporate information about products one has
consumed.

Personalizing products to meet dietary requirements:

The increasing awareness around nutrition is taking us closer to understanding the

dietary needs at an individual level. Recently, the gut microbiome has become a
popular area of research as they play a significant role in impacting people’s ability
to digest food and how they will develop intestinal diseases. Researchers are
trying to find our differences in taste preferences as to how an individual’s taste
perception impacts his food choice, consumption habits and personal wellbeing.
As researchers are a better understanding of how an individual’s genetic
microbiome-makeup impacts his diet, manufacturers will be able to create better-
personalized products to suit consumers’ needs.

The future for more innovations

The way food and beverage industry is embracing innovations also needs to go
through a change. While manufacturers might risk introducing a new flavor to the
shelf, broader innovations can also come into spotlight. It is essential to make the
most out of innovation process and create favourable scenarios for innovations to
work.

Intelligent marketing strategies and customer relationship management are the

two factors that might improve the credibility of a food or beverage brand, as trust
is the most crucial factor when it comes to food. Conscious and mindful eating
patterns will continue to dominate consumption trends. Therefore, it is high time
for manufacturers to start acting upon the process to support a holistic and healthy
living.

INDIA FOOD AND BEVERAGES INDUSTRY – SWOT ANALYSIS

Strength

Some of the strengths of the food and beverage industry are as follows;

Strong Distribution Network

Hotels and restaurants offering specific foods and drinks usually have chains and
networks of hotels across the country. Some brands operate at a global level.
However, they have a very good distribution system, which makes the products
available to the customers regardless of their location.

Costing
Since the products of the food and beverage industry produced at the economies of
scale, therefore, the prices of them are low. Cheap prices make products affordable
to customers.

Relations with Suppliers

The relationship between the food and beverage industry has with its suppliers isn’t
temporary. In fact, it goes on for years supplying the same products day after day.
When you have reliable suppliers, then you wouldn’t face shortages and delays in
the delivery of products.

Weakness

Less Research & Development

The food and beverage industry usually doesn’t allocate a specific budget for
research and development. Chef and cook follow the specific cooking style and
product the same product over and over again. One thing we all know that
customers usually get tired of the same taste. If you don’t change or update your
products’ tastes, then they would go to the other brand.
Inventory cost
There should be a narrow margin between the supply of raw products, cooking, and
consumption. It would only be possible if you have a punctual supplier. If you’re
unable to find one, then you would have to pay for the unnecessary inventory cost. If
your business is big, then it would be high.

High Rental Expenses

You would need a crowded public location to attract new customers. Rents are
usually very high at such places. Even a great portion of your business profit goes to
the payment of rents.

Opportunity
Technology to Reduce Cost
the food and beverage industry adopts technology in the maintenance of recording,
smart broiler and ovens in the kitchen, and online ordering system. Then the whole
business would become efficient, there won’t be any delaying cost or kitchen-related
safety incidents. Although these events happen rarely; but when they do, then they
cost your business a lot.

Higher Income
Population across has been increasing across the world. Although it has many
disadvantages, it’s beneficial for the food and beverage industry. It is because a
higher population means more people to feed, more people means more sales.

Inflation and Interest Rate

Industrialization, mass production, and economies of the scale have lowered the per-
item cost. More businesses are proliferating because of the lower interest rate.
Consequently, people have more salaries and the products are getting cheaper. It’s
a win-win situation for the food and beverage industry.
1.2 Objective of Study

The primary objective of the internship is to generate a thorough understanding of the

workplace relationship, performing of the activities and engaging oneself in the working
environment. In a way, it was more to get practical implication of all the studies, theories
that I had acquired so far.

This would help me to pave a way towards growth in my academic as well as

personal development. Apart from general objectives, the specific objectives are
highlighted below:

• To acquire exposure in the working environment resulting in the

development of practical knowledge, confidence and diplomacy.

• To learn and apply theoretical knowledge practically in the workplace.

• To develop interpersonal, managerial and communication skills.

The reason I choose to follow internship is because I want to get benefit from the experience.
I wanted a new challenge to learn, grow and hack the exposure of outside world. On the
whole to improve and learn new skill sets.

During my internship I faced one major competency as central: QUALITY ASSURANCE

AND FEEDBACK AT GOLDEN TUSK RESORT as I was keen to learn and execute
different tasks and opportunities that could lead me to understand the essence of “Brand
Awareness, a strategy for marketing”. And how much it is important to persuade clients.

The service needs a lot of steps and efforts to self-analyse you and your brand with the
clothes and types you are providing and then matching it with the today’s marketing
strategies either online or offline is a task to learn and grow.

This internship would help me efficiently well to outgrow and understand small business
types and how to expand and grow them in view of clients them on the marketing
Richter scale.
1.4 Research Methodology

1.4.1 Research Problem

The problematic situation that gave rise to this study was that consumer perception towards
F&B business firm a very ignorant subject from the point of view of consumers.

In conclusion of the previous statement, F&B firm can benefit from knowing what kind of
perception consumers have of them.

An apparel firm in a big pool of F&B Industry seeks to succeed needs thorough knowledge of
current and potential markets for its services: it must be able to identify customers and
distinguish them from consumers.

In this regard, this study was decided to carry out in order to research the phenomenon of
perceptions that consumers have towards the small to medium business sized F&B or
consumers firms.

This led to research problem formulation which is the following: what kind of image
consumers have about the GOLDEN TUSK and how aware they are of F&B or consumers
medium sized firms.

1.4.2 Scope Of Study

The Scope of this study is to analyse the importance of Quality awareness from the
perspective of F&B and consumers industry.

As a result of this study the goal is to find out the Quality awareness of the company:
“GOLDEN TUSK” ; whether the F&B firm name is known in the Indian market.

The research question, to which this study is aiming to find answer for, is the following

How do consumers perceive F&B small to medium business sized firms?

1.4.3 Importance of Study

In this research, the following definitions are used to determine the key words: Brand, Brand
Image, Quality awareness and Consumer Perception:

Consumer Perception : "Customer perception is the process by which an individual

selects, organizes and interprets stimuli into a meaningful and coherent picture of the world".
Quality Awareness : Quality awareness is the way to promote quality activities by
emphasizing quality at all stages of the business, which can help solving complex
problems and denote excellence.

QUALITY ASSURANCE : Quality assurance (QA) is a way of preventing

mistakes and defects in manufactured products and avoiding problems when
delivering products or services to customers; which ISO 9000 defines as "part
of quality management focused on providing confidence that quality requirements
will be fulfilled

QUALITIE FEEDBACK : Regular quality feedback helps agents improve their

performance, stay on track to meet their goals, and ensure that business outcomes
are met. However, a lot of feedback advice or training programs centres around
constructive or negative feedback.

1.4.4 Research Design

The design highlights in improving the Quality awareness obstacle as per the need and trend
of the F&B industry.

The design followed gives information about prospective buyers both individual and
institutional clients across.

It provides feedback from the consumers/clients regarding their problem and perception
about investing in GOLDEN TUSK so that company can improve their Quality awareness
service efficiently.

DATA COLLECTION

The report is based on primary as well as secondary data. However primary data is given
more importance since it is an overpowering factor.

One of the important uses of Research Methodology is that it helps in identifying problem,
collecting and analysing the required information data and providing alternative solution to
the problem. It also helps in collecting vital information that is required by top management
to assist them for better decisions making both day to day decisions and critical ones.

DATA SOURCES

A) PRIMARY DATA
 Primary Data are those which were collected afresh and for the first time and thus
happens to be original in character. However there may be methods of collecting
primary data . All have not been yet used in purpose of this project. The ones that have
been used are

There are no sources in the current document.

1. Face to Face Communication with Clients

2. Observation and Analysis

B) SECONDARY DATA

When an investigator uses the data that has already been collected by others is called
secondary data. The secondary data could be collected from past records, profits , loss
and experiences with the marketing strategy company was using till now in variant to
the market trend.

The advantages of secondary data can be economical both in terms of money and time
spent. In this company data is collected through

1. Company Balance Sheets

2. Reports and Records
3. Flow Charts and Tables
4. Websites

Data has been presented through the use of bar graphs , pie charts , line graphs etc. The
following are the questionnaires that has been carried out the connected circle of GOLDEN
TUSK.

The questionnaire GOLDEN TUSK :

1. How do you rate the food of Golden Tusk ?

2. How do you rate the beverages of Golden Tusk ?
3. How do you rate the services of Golden tusk ?
4. How often do you prefer to visit Golden Tusk ?
5. How do you rate the management and cooperation of Golden tusk ?
6. How do you find the feedback and improvement system of Golden tusk ?
7. Do you Recommend Golden tusk to your Known ones ?
8. What are the reasons for your preference towards Golden Tusk ?
9. What do you think about Golden tusk as an Organization?
10. How Do you rate the ability of Golden tusk to satisfy it’s costumers ?
11. Any Thing you want to mention , about the questionnaire or Golden Tusk ?

1.4.5 SAMPLING PROCESS

Primary data was collected through questionnaires.

Sample Size. : 150

 Sample Area : Ramnagar ,Uttrakhand

Sample Method : Random Sampling Method

1.4.6 SAMPLING AREA

Sampling : The sample was selected of them who are the customer / visitors of GOLDEN
TUSK .

It was collected through personal visits or communication with customers and clients the
company is connected to.

Either through formal or informal means of communication a filling up questionnaire is

prepared. The data has been analysed through Mathematical / Statistical tool.

1.4.7 SAMPLE SIZE

The sample size of my project is limited to 100. Other 50 people are connected to GOLDEN
TUSK through other ways indirectly.

1.5 LIMITATIONS OF STUDY :

1. Suggestion is based on given information

2. Due to large number of employees it is not possible to collect information from each
employee.

3. The time period is limited to know the entire process. We cannot draw much effective
conclusions as it is a continuous-flow process.

4. The area of survey is limited to some particular area and reach.

This study is not trying to investigate the economic consequences that brands can contribute
to F&B industry.

The geographical location of the sample group delimits the ability of efficient reaching and
primary data collection.

This can have an effect to the reliability of the results and survey was carried out using an
online questionnaire as a tool to collect primary data.
CHAPTER 2 : INTRODUCTION

Besides the Jim Corbett National Park, nestled

snugly amidst 8 acres of greenery and

tranquillity and on the banks of the serene,

soothing monsoon river Dhelais The Golden

Tusk Resort in Ramnagar. Situated in the

peaceful countryside in the neighbourhood of

Ramnagar, the resort resides on the edge of the forest reserve and is just a 5-minute

drive away from the Jhirna and Dhela Safari zones. The resort is also well connected

to some of the great tourist attractions such as the Garjiya Devi temple and The Jim

Corbett Museum.

Lavishly furnished suites, villas, and luxury tents become your sanctuary of peace and

relaxation, an escape fromthe noisy- chaotic city life. Our friendly and courteous team

emanate 'home away from home' feel. This, with the overall warm and radiant

ambience of the unique Ramnagar resort, is what makes The Golden Tusk such a

popular destination.

What’s a holiday without some fun activities? To paint every memory of you and us in

happy colours, our resort in Ramnagar has a multitude of adventures planned. From

planned excursions to personalized game drives, we help you at every step in your

mission to unfurl and relax. From horticulture to one of a kind pool dining - we have

everything covered. At The Golden Tusk, there is something exciting for everyone to

uncover. With us, there is NEVER A DULL MOMENT.

HISTORY AND FINANCIALS

Golden Tusk Restaurants Private Limited is a Private incorporated on 27 June 2016.

It is classified as Non-govt company and is registered at Registrar of Companies,

Kolkata. Its authorized share capital is Rs. 1,000,000 and its paid up capital is Rs.

1,000,000. It is inolved in Hotels; camping sites and other provision of short-stay

accommodation [ Restaurant facilities operated in connection with the provision of

lodging remain classified in this group. Also included are the operation of sleeping cars

when carried on by separate units]

Golden Tusk Restaurants Private Limited's Annual General Meeting (AGM) was last

held on 31 December 2020 and as per records from Ministry of Corporate Affairs

(MCA), its balance sheet was last filed on 31 March 2020.

Directors of Golden Tusk Restaurants Private Limited are Anil Kumar Shaw, Rajiv

Kumar Gupta, Rohit Shaw, Rekha Shaw

COMPANY DETAILS

CIN U55100WB2016PTC216340

Company Name GOLDEN TUSK RESTAURANTS PRIVATE

LIMITED

Company Status Active

RoC RoC-Kolkata

Registration 216340
Number

Company Category Company limited by Shares

CIN U55100WB2016PTC216340

Company Sub Non-govt company

Category

Class of Company Private

Date of 27 June 2016

Incorporation

Age of Company 5 years, 3 month, 18 days

Activity Hotels; camping sites and other provision of short-

stay accommodation [ Restaurant facilities operated
in connection with the provision of lodging remain
classified in this group. Also included are the
operation of sleeping cars when carried on by
separate units]
Click here to see other companies involved in same
activity.

Share Capital & Number of Employees

Listing and Annual Compliance Details

AWARD’S AND MEDIA

Media Coverage of the Golden Tusk, Ramnagar
Awards & Affiliations
GOAL’S
“To improve the quality of life of the communities we serve globally
through long term stakeholder value creation based on Leadership with
Trust”. The Vision (a dream with a deadline), was: “25% of the world's
population will experience the Tata commitment to improving the quality
of life of customers and communities.