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

Oberai Flight catering with regards on material handling

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