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Bar Service Operation Practices in Indian Hotel Industry: An Investigation of Bar Managers Perceptions

International Journal of Hospitality and Tourism Systems

Volume 6 Issue 2

Published: 2013
Author(s) Name: Mohinder C. Dhiman, Abhishek Ghai | Author(s) Affiliation: Dr. Dhiman is Professor at Dept. of Tourism and Hotel Management, Kurukshetra Univ., Haryana, India.
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Abstract

This paper has a two-fold purpose: to explore the extent of inclusion of bar operation service practices as perceived by the bar managers and to find if these services depend on the organizational demographic characteristics. Based on a survey of 150 bar manager’s perceptions on bar operation service practices were assessed by 59 practices and 5 demographic variables. Bivariate test was employed to test the association of the demographic variables with bar operation service practices. Results indicated that ‘Bar counter service makes a guest more satisfied’, ‘Standard operating procedure ensures that the product and service is consistent’, ‘Innovative cocktails on the online menu attracts the guest’, ‘Flaring attracts the guest and gets repeat orders’, ‘Use of chilled glasses for cocktails makes a guest delight’, ‘Mechanical pourers helps in fast pouring and reduce the spillage’, ‘Beverage served in a sequence and to the correct guest makes a customer more satisfied’, may constitute the most important bar service operation practices in the Indian hotel industry. On the other hand results indicate that there is a negative association between age, capital, and size, and most bar service operation practices variables. These results reveal that the hotels having large amount of capital and large number of employees rated more importance of bar service operation practices as compared to other hotels. Further, the study suggested measures to make bar operation services practices more effective to achieve profitability of the sample hotels.

Keywords: Bar Operation, Service, Hotel, Practice, Industry

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