Oberai Flight catering with regards on material handling

NATIONAL COUNCIL FOR HOTEL MANAGEMENT AND CATERING TECHNOLOGY

An Assignment titled ‘FIELD VISIT TO OBEROI FLIGHT CATERING FOR

CRITICALLY EVALUATING THE MATERIALS HANDLING EQUIPMENTS,

PRODUCTION PROCESS, QUALITY, COSTING, PACKAGING AND DISTRIBUTION

MANAGAMENT’ under Equipment & Materials Management (MHA-07) is

submitted to the NCHM-IIH, Noida, in partial fulfilment of the course

requirement of the second semester of M.Sc. in Hospitality Administration

program.

Submitted by:

Name:- Mohit Kumar Rai

NCHM/University Roll No:-

Date of submission:- 12th February 2016

Under the guidance of:

Mr. Amol Kumar

2 Assignment Title: Oberoi Flight Catering/ Subject: Equipment and Material Management

TABLE OF CONTENT

S.N

TOPICS

PAGE NO

1

History of flight catering

04-05

2

Oberoi flight catering

07

3

Mission

08

4

Vision

09

5

Organizational Structure

10

6

Business Partners

11-12

7

Quality Procedures

13-15

8

Menu

16-23

9

Information System

24-25

10

Material Handling Equipment’s

26-34

11

Production Process

35-44

12

Conclusion

45

13

Webliography and Bibliography

46-47


HISTORY OF FLIGHT CATERING

Picture 1.1 – First air flight by Wright Brother.

Like passenger railroads and cruise lines, the first commercial airlines catered specifically to

wealthier classes. These customers demanded the finest service and were willing to pay the price.

En-route meals served two purposes: stay the hunger and pass the time.


The first airlines were created after World War I by former military pilots. Their purpose was

mail delivery, not passenger transport. Passengers were gradually included on flights. First galley

in 1936 was quite primitive by modern standards as there was no electrical power available for

heating foods or beverages, and all hot foods and liquids were boarded at ready-to-serve

temperatures and held in hot thermoses.

Picture 1.2:- Flight Catering at 1965 by KLM

The first airline meal was served by the Handey Page Company on a flight from London to

Paris in 1919. It consisted of a lunch box of sandwiches which cost three shillings. In 1936 United

Airlines was the first airline to recognize the marketing potential of inflight foodservice as the

competition of airlines increased and developed build its own flight kitchens at airports where its

flights landed. The first experimental kitchen was completed in Oakland, California in December

1934. Operating its own kitchen was so successful for United eventually built a chain of twenty

kitchens throughout the United States.


INTRODUCTION OF FLIGHT CATERING IN HOTELS

Marriott was one of the earliest inflight caterers as a result of innovative actions by William Kahrl,

the manager of a new Marriott Hot Shoppe across the road from Washington's Hoover Airport

(now Washington National Airport) in the late 1930s. In late 1937, at the request of one of his

customers who was the manager of American Airlines' operations there at that time, Kahrl started

putting coffee and sweet rolls on American flights coming from the West Coast. "---Inflight

Catering Management.

Today, flight catering industry is a very large, global activity. The total market size is estimated to

be around 12 billion euros. More than 1 billion passengers are served each year. It is probably

one of the most complex operational systems in the world. For instance, a large-scale flight

catering production unit may employ over 800 staff to produce as many as 25,000 meals per

day during peak periods. Large international airlines may have more than 1,000 takeoffs and

landings every day.


OBEROI FOOD CATERING

FACILITY


Oberoi Flight Service The Oberoi Group was also the first to start flight catering operations in India, in July, 1978. The

Oberoi Flight Services, located in New Delhi, Mumbai, Cochin and Chennai, provide in-flight

meals of international quality to reputed airlines. Oberoi also opened various airport restaurant and

own chartered airplane service under EIH Ltd.

Oberoi Flight Service Delhi begin its operation in June, 2012. Facility was

designed by Singapore and South Korea construction giant in collaboration. Facility suited in

massive 19000 sq. meters with daily yield of 20,000 meals/ day which make it one of the massive

catering unit in whole India. Oberoi Flight Service is a subsidiary and works to the Group’s high

standards. Its core values are quality, service and efficiency. Instilling and living out a culture of

environmental protection and conservation is a key part of the company’s philosophy.

Picture 2.1.:- Oberoi Flight Catering, New Delhi


MISSION

Our Guests

We are committed to meeting and exceeding the expectations of our guests through our unremitting

dedication to every aspect of service.

Our People

We are committed to the growth, development and welfare of our people upon whom we rely to

make this happen.

Our Distinctiveness

Together, we shall continue the Oberoi tradition of pioneering in the hospitality industry, striving

for unsurpassed excellence in high-potential locations all the way from the Middle East to the Asia-

Pacific.

Our Shareholders

As a result, we will create extraordinary value for our shareholders.


VISION

We see an organisation which aims at leadership in the hospitality industry by understanding its

guests; and designing and delivering products and services which enable it to exceed their

expectations. We will always demonstrate care for our customers through anticipation of their

needs, attention to detail, distinctive excellence, warmth and concern.

We see a lean and responsive organisation where decision making is encouraged at each level

and which accepts change. An organisation that is committed and responsive to its guests and

other stakeholders.

We see a multi-skilled workforce; which consists of team players who have pride of ownership

in translating the organisation’s vision into reality.

We see an organisation where people are nurtured through continuous learning and skill

improvement; and are respected, heard and encouraged to do their best. The Oberoi Group is

recognized as best practice for training and developing its people.

We see a diverse workforce which has been exposed to different cultures, problems and

situations and can use its experiences to enrich the local employees whether in India or overseas.

We see the world dotted with hotels of The Oberoi Group, in strategic commercial and resort

locations.

We see user-friendly technology enhancing value for our customers and helping our personnel

by making information more accessible.

We see an organisation which is conscious of its role in the community, supporting social needs

and ensuring employment from within the local community.

We see an organisation which is committed to the environment, using natural products and

recycling items, thus ensuring proper use of the diminishing natural resources.


ORGANISATIONAL STRUCTURE


CLIENTELE


TOP FIVE BUSINESS PARTNERS

1. JET AIRWAYS

2. BRITISH AIRWAYS

3. KLM

4. CATHAY PACIFIC AIRWAYS

5. AIR INDIA

6. LUFTHANSA

These and many more airlines make sum of 40 plus airlines per day to serve by the Oberoi flight

services which demand 20000 meals per day. In peak season this sum further increase to 22000

meals even there are provision to meet increasing demand.

New Delhi facility is the youngest in the Oberoi brigade and equipped with all the latest technology

available in the market making it the high-end catering facility of the nation.

All the high tech machinery and system make it stand out and lead the race with all its competitors

in the markets. Well-structured infrastructure provides scope for further advancement and

flexibility in the operation resulting in future proof.

i+o's task was to supervise the project all the way to completion as lead consultant, assuming

responsibility for the master plan, architecture, logistics and systems - from the basic concept

through to start-up management. The design of the new facility intelligently combines active and

passive solutions. During construction, great emphasis was placed on local sourcing. For example

many local building materials were used. A water purification system rounds off the package of

measures. The holistic planning made it possible to directly implement process planning solutions

into the architecture. The goal was to achieve a significant increase in process efficiency. All areas

were arranged to keep routes as short as possible. To secure compliance with the strict international

hygiene regulations, the entire facility is clearly divided into hygiene zones.


QUALITY PROCEDURES


QUALITY PROCEDURES

Main objective of every inflight catering is to provide SAFE FOOD to the passenger. Due to lack

of scope of rectification at the serving time. As they say “One can only produce good food from

good ingredients” and so to provide with safe food Oberoi flight service have develop a critical

but effective supplier and receiving system Which ensure regular and quality supply of raw material with the just in time thinking. HACCP have been incorporated by the Oberoi in there

working system to further increase the quality control.

Various Critical Control Points have been identified in the process which are:- 1. Food Receiving:- 1.1) Essential to purchase food from approved supplier. 1.2) Select least hazardous material/ingredients 1.3) Cross check receiving product with the specification. 1.4) Reject deliveries where temperatures do not meet the critical limits.

Picture 2.1:- Quality Standards at Oberoi flight catering facility


2) Food Storage:- 2.1) Right temperature for product acquired:-

● There are 3 type of storage:-

● Deep Storage at 22’C

● Chiller at 0’C to -5’C

● Normal room temperature at 6.c to 22.c

2.2) Different store rooms for different product. 3) Food Processing:- 3.1) Preparation at right temperature till right time. 3.2) ensure no cross-contamination 3.3) Preparation according to the SOP’s established by Executive chefs 4) Packaging:- 4.1) Packaging food in tray at right temperature. 4.2) Use only washed and thoroughly rinsed trays and equipment’s only 4.3) chill blast all the food items before packaging accordingly. 5) Delivering:- 5.1) Right temperature is maintained in high roller. 5.2) Used lasted refrigerator system in vehicles. 5.3) Employee skilled Drivers. 6) Servicing:- 6.1) Right food to right customer. 6.2) Spot checking of food in airline before serving Unilateral Building Design to eliminate any scope of cross contamination.


MENU


MENU VARIOUS TYPE OF MENU PREPARED IN OBEROIFLIGHT CATERING KITCHEN

DOMESTIC BREAKFAST MENU

North Indian Breakfast Menu

1. Aloo ki sabzi and puri

2. Choley bhature

3. Lassi ( sweet/ sour)

4. Juice

Picture 8.1:- North Indian Breakfast tray


South Indian Breakfast Menu

1. Sambar Vada

2. Idli Sambar

3. Veg Uttapam

Picture 8.2:- South Indian Breakfast tray


North Indian Breakfast Menu

1. Bread toast

2. Omelets

3. Juices

4. Cut fruits

5. Curd

Picture 8.3:- North Indian Non-Veg Breakfast


INTERNATIONAL VEG MENU

Picture 8.4:- Veg Food tray served at Lufthansa.

1. Cereals

2. Porridge

3. Platter of fruits

4. Fresh Juices

5. Toasts

6. Marmalade

7. Tea or coffee


INTERNATIONAL NON-VEG MENU

1. Cereals

2. Porridge

3. Stewed prunes

4. Platter of fruits

5. Yogurt

6. Boiled eggs

7. Grilled fish

8. Sausages

9. Tomatoes with fried bread

10. Toasted bread and marmalade

11. Tea or coffee.

Picture 8.5:- Non-veg tray served at first class


Various different categories of Special Meals:

Medical Meals

Diabetic Meals (DBML)

Low Fat Meals (LFML)

Low Salt Meals (LSML)

Low Calorie Meals (LCML)

Low Purine Meals (PRML)

Low Lactose Meals (NLML)

Bland Meal (BLML)

Gluten Free Meals (GFML)

Low Protein Meals (LPML)

Vegetarian Lacto-Ovo Meals (VLML)

Vegetarian Meals

Asian Vegetarian / Vegetarian Meals (AVML / VGML)

Vegetarian Vegan Meals (SPML)

Vegetarian Oriental Meals (VOML)

Children Meals

Child Meal (CHML)

Baby Meal (BBML)


Religious Meals

Moslem Meal (MOML)

Kosher Meal(KSML)

Jain Meal (VJML)

Hindu Meal (HNML)

Other Meals

Fruit Platter (FPML)

Non Vegetarian Meal (SPML / NVML)

Sea Food Meal (SFML)

Oriental (ORML*)

Continental Meal (SPML*)

Picture 8.6:- food served international flight of Turkish airlines


INFORMATION SYSTEM


INFORMATION SYSTEM

Any special note and information regarding the meal should be informed prior by the airlines by

updating it system which is sync with the information system present in the facility whereas,

customers have to provide at the time of making reservation.

Picture 9.1 Information system display

Countdown is shown as “D-18” whereas, D stands for – Departure and 18 stands for hours left.

Facility production is totally based on the requisition made by the airlines. Any Increase and

decrease in the meals unit is bound with heavy charge on the airlines. There are various terms and

consideration for the various situation arising in the operation which are laid down in the contract

at the time of joining hands.


MATERIAL HANDLING SYSTEM


MATERIAL HANDLING EQUIPMENTS IN PROCESS

1. Food Loader

Picture 10.1:- Food Loader

Used to transport chilled prepared food from the catering facilities to airlines at the airport. These

are equipped with cooling facility to ensure right temperature of the processed food while

travelling to maintain SAFE FOOD for the passengers

Picture 10.2:- Inside of food loader


. 2. Pan Trolley- is used for storing food can be moved.

Picture 10.3:- Stainless steel pan trolleys

3. Service elevator

Picture 10.4:- Opening of Service elevator

Lifting device consisting of a platform or cage that is raised and lowered mechanically in a vertical

shaft in order to move people from one floor to another in a building.


4. Tray Cart

Picture 10.5:- Tray cart

Used to transport tray from kitchen to the high loader again dirty trays from high loader to cleaning

area. This are among the most used and have significant role in product handling system

throughout the operation. These are durable and can withstand heavy load.


5. Tables

Picture 10.6:- Tables in operation

These are multipurpose uses at various level throughout the preparation process.

Generally, made up of stainless steel because of rust-proof ability. Poses 2 shelves lower

shelf is used to store inventory needed in operation whereas top surface is working

platform. General dimension is 6X4sqm. These are easy to clean and maintain.


6. Bonded Rooms

10.7:- Wine stored in Bonded Room

These are secured rooms where liquor and wine are stored, only access by head of departments

even staff member are not allowed to go near the bonded room. Liquor are provided by the airlines

carriers itself to maintain their high luxurious standard. Bonded Rooms are opened in the presence

of the excise officer.


7. Bins and containers

Picture 10.8:- Colour scheme used in Bin

Bins and containers have the significant importance in the overall working of the catering process

from receiving stock to the dispatching of prepared food. One should purchase high quality plastic

bins and containers for the operation, have high self-life and economic benefits due to reusable

properties and helps in maintaining hygiene. Color coding can be done by using different colored

bins. These are available in various dimension in the markets.


8. Trolleys

Picture 10.9:- Multi- Purpose Trolley

These are used to transfer material from one place to another even sometimes material is placed

for storing also in chiller or walk-in. Have 2 or 3 platforms to store items, these increase efficiency

and productivity of the operation.


9. Forklift platform

Picture:- 10.10 Plastic forklift

Tool Tray, Extended Base, Multiple additional sizes available. Plastic forklift safety platform. used

at the receiving docks mainly. Cartoons are placed on the platform and with the help of forklift

trucks forklift platforms are lifted and transported to the desired locations.

10. Measuring Machine

Picture 101.11:- Flat bed weighting machine

These are used at receiving and storing stages to inspect the quantity of the product received.


PRODUCTION PROCESS

Picture 11.1:- Flow of work at Oberoi Flight Catering


Oberoi flight catering: trolleys and trays

Our tour begins at what's really the 'end' of the journey, where dirty aircraft trolleys are

delivered for emptying and washing after being used during a flight:

Picture 11.1:- Dirty trolleys are stored

Trolleys are divided into food, beverages and duty-free, and are transported to the appropriate

area

Picture 11.2:- Dirty food trolleys received from the airlines


Oberoi flight catering: dish washing

Once removed from the food trolleys, used crockery and cutlery winds up in the dish washing

section, where it's heavily steamed to remove residue and then cleaned thoroughly.

Picture 11.3:- Automatic dish washing machine

As with any industrial dish washer, everything is stacked neatly as it enter the machines:

Instead, very clean plates emerge at the other end...


Oberoi flight catering: storage

After taking elevator to 2nd floor we encounter with storage area. Where various walk-in where

located.

Specific walk-in for different product.

Picture 11.4:- Food stored in walk-in

It literally needs to be refilled each and every day, else you'll wake the next morning with 70% of

the stock having disappeared before your very eyes.


Oberoi flight catering: food preparation

With clean dishes, food storage and bubbles behind us, we reach the first kitchen area –

responsible for preparing everything that's chilled, and also presenting it as the customer will see

on board.

Picture 11.5:-Food Preparation in cold production


We found out electric coolant tables were used which automatically maintain required cool

temperature of the dishes. That minimizes the chance of food poisoning and keeps everything as

fresh as possible, without requiring that employees constantly rush to get items back into the fridge.

a dessert station where filled with freshly-baked pastries and the makings of custards.

Picture 11.6:- Ongoing Cold Preparation

On these benches, everything is prepared to match the airline's 'High standard’', regarded as the

perfect way to plate and present each dish and ensures that every passenger on board ordering the

same course will get the same thing.


Oberoi flight catering: hot kitchens

In the very heart of the operation stands a network of kitchens responsible for producing all of the

yummy delights you'll find on the menu.

Picture 11.7:- Ongoing Hot kitchen preparation

Once any hot food has been cooked staff can wheel it into a 'blast chiller' for a quick cool-down.


Picture 11.8:- Prepared food transported to Chiller

This again helps to keep food within its ideal temperature range and minimizes the time spent

transitioning from hot and cold.

From the blast chamber frozen prepared food is sent to chiller to store till packaging and the again

storing till the time of dispatch. Staff can also keep eye on flight throughout the day and quickly

see how many passenger are booked and ordered special meal. Whether everything is set and ready

to be loaded.


Oberoi flight catering: - cooling and packaging

Once the completed meal carts reach the outbound area, they are stored in the dispatch cold rooms

and checked by CPCS Catering Coordinators (supervisors) then left to "cold soak".

Picture 11.9:- Prepared Food stored in cold storage

As food is prepared 24 hour prior to the departure of the aircraft intended. Here, in cold storage

food is stored till dispatch at right and regulated temperature to eliminate and minimizing the scope

of any bacterial growth between prepared and delivery period. Ideal temperature is 0’C – 5’C. First

in first out scheme is follows the operation to ensure zero wastage of food items and delicacy of

food is maintain.


After the arrival of high loader from the airport processed to empting dirty trays collected

from arrival flight are cleaned thoroughly supplies are refilled required temperature in the

loader is maintain and proceed to dispatch area for collection of processed food and

cleaning Inflight equipment like food wares and other service items are packed and

delivered to outbound area for dispatch to the aircraft.


CONCLUSION

Oberoi flight catering serving On-board service is a vital component and operators ignore it at

their peril. A passenger always remembers the food and drink they have experienced. Today oberoi

flight service has to offer a number of special meals to fit different diets and cultures. Although to

some passengers, a meal or snack on a short flight may be viewed as a small gesture, it all

contributes to the bigger picture of providing customers the best onboard service.

The entire onboard experience is all very important and we spend a lot of time ensuring that

customers in each class receive the highest standards in service and hospitality, which includes the

food we serve to them. In-flight catering is a major factor alongside safety and comfort when

onboard.

Quality, choice and innovation have been the leading factors. Oberoi flight catering have kept

pace, but the question must now be can the rest of the world catch up?

Offering the passenger a top-quality meal that satisfies their expectations is the essential goal.

However, it is the way in which the service is provided that positively adds to influencing them to

fly. New developments such as lighter weight catering trolleys, new oven technology, and even

changing the way customers can choose their meals, from the traditional menu card to a digital in-

seat ordering option on the in-flight entertainment system – all can contribute to the passengers

comfort and enjoyment of their meals provided by oberoi flight catering service


WEBLIOGRAPHY

1. The Oberoi Group (EIH LIMITED)

Source code:- http://www.eihltd.com/about_eih/businesses.asp

2. AUSTRALIAN BUSINESS TRAVELLERS

Source code:- http://www.ausbt.com.au/photos-behind-the-scenes-at-emirates-flight-

catering-centre

3. ios consultants

Source code:- http://www.io-

consultants.com/fileadmin/Websites/io/pdf/en/references/i_o_reference_Oberoi_Delhi.pdf

4. YouTube

Source code:- https://www.youtube.com/watch?v=yex-WMaJTjg

BIBLIOGRAPHY

1. THE FOOD SAFETY HANDBOOK by Richard A. Sprenger

SOURCE CODE:- HACCP from purchase to services. Page Number:-21

http://www.eihltd.com/about_eih/businesses.asp

http://www.ausbt.com.au/photos-behind-the-scenes-at-emirates-flight-catering-centre

http://www.ausbt.com.au/photos-behind-the-scenes-at-emirates-flight-catering-centre

http://www.io-consultants.com/fileadmin/Websites/io/pdf/en/references/i_o_reference_Oberoi_Delhi.pdf

http://www.io-consultants.com/fileadmin/Websites/io/pdf/en/references/i_o_reference_Oberoi_Delhi.pdf
