Imperfecto Restaurant

How inResto Transformed Imperfecto Into A Digital Restaurant?

Owned by Bel Cibo Hospitality Pvt. Ltd., Imperfecto made its grand entry in the Restaurant Industry in 2013 with their first restaurant in Hauz Khas Village shortly followed by the second one in Gurgaon’s Cyberhub. After claiming prominent spots in two of the most popular hubs in Delhi NCR, today Imperfecto has 6 outlets in Delhi NCR.

They have been a vivid user of inResto products. Recently. We got into a conversation with them understanding their mantra to manage one of the busiest gastropubs in Delhi and how technology has helped him simplify these tasks.

Imperfecto @ Dineout

Chaotic Manual Walk-In & Reservation Management
Prior inResto, walk-ins and reservations were managed manually. Since all the outlets are located in the busiest locales of Delhi-NCR, the number of walk-ins were huge. The unorganized way of managing these high number of walk-ins lead to customer attrition and eventually revenue loss. Also, the manual door management was an added manpower cost as well as time. There had been times when the host went inside to check for vacant seats and another guest just walked in the restaurant, leading to more chaos

With the advent of technology in almost every process of running a restaurant, Imperfecto understood felt the need of a system that can help their staff manage walk-ins and reservations more effectively, especially during rush hours.

With inResto Reserve in place, the staff of Imperfecto was able to manage bookings from various sources including direct calls, social media pages and table reservation platforms like Dineout. Also, with table management feature, the host was able to monitor the real-time status of tables, even on the rooftop, making walk-in and table management a cakewalk.

Customer Data is Super Important
Located in the most popular location, Imperfecto has its own pros and cons. While a good location increases the visibility, the same eventually made it difficult for them to sustain the number of new and repeat customers on a daily basis. That’s why Imperfecto organizes events regularly, even on weekdays to attract more and more customers. The challenge here was to inform the correct customers about these daily events. While Facebook & Instagram pages helped them spread the word, they cannot deny the fact that personalized messages targeted to a specific segment of customers proved to be extremely effective to get more customers.

Just like any other restaurant, the host used to collect the details either before the customers walked into the outlet and/or while filling the feedback form. The pen-paper method of collecting this data used to put extra work on the staff to organize the same in a proper manner post their shift. Another challenge was to use this data effectively to run for future leverage. With inResto, the customer data collection became super organized. Also, the proper customer timelines helped their marketing team to understand their customer and run targeted campaigns for better ROI right from inResto’s platform.

Restaurant Management Made Easy With inResto
With inResto, Imperfecto got a robust solution which let them:

  • Easily manage Reservations from various sources and walk-ins on a single dashboard
  • Seamless configuration of the floor and section layout and monitor the real-time status of tables to improve table turnaround time
  • Maintain customer records, preferences, dine-in history on a digital platform to offer personalized service, thus improving the overall dine-in experience
  • Collect & organize feedback digitally. Take immediate action for negative feedback to salvage the situation and enhance the overall customer experience.

“inResto is super easy to set up. We just gave a few details and the setup was entirely done by inResto team.” Karan Kumar, Manager – Informal by Imperfecto – Janpath

Driven more revenue and increase profitability by lowering table turn around time

  • 20% increase in repeat business by offering a personalized experience to guests – by capturing guests preferences, visit history etc.
  • 120 manhours saved every month
  • 30% Increase in operational efficiency
  • 300% increase in the customer database
  • Over 500,000 customers reach via targeted campaigns

inResto along with Dineout has opened new avenues for Imperfecto to not only manage their restaurant more effectively but also reduce the manual effort, thus helping them offer the best dine-in experience for all customers.

Image Source – Dineout | Imperfecto Facebook Page



Specialist Spotlight: A Quick Interview With The Director of AccorHotels – Tristan Beau De Lomenie

An ardent hotelier with a 20-year tenure with the AccorHotels, Tristan Beau De Lomenie is widely known in the hospitality industry. Being instrumental in the globalization of AccorHotels in key locations across the globe, he has now been appointed as the Director of Operations Luxe Hotels India, AccorHotels. Tristan has also been responsible for unveiling AccorHotels flagship project, Pullman & Novotel New Delhi Aerocity. Here’s what he has to say about the hospitality industry:

  • What are the 7 habits of highly successful restaurants?

Keeping in mind today’s changing industry, these are some important 7 habits that are adapted by successful restaurants that keep them going:

– Consistency

–  Strong concept

–  Location

– Service

– Adaptability

– Strong customer care system

– Good visibility

  • How will technology affect the restaurant industry in the next 5 years?

Technology will definitely help the industry in Improving distribution, answering to customer needs very promptly, staying connected with them, and solving queries quickly.

It goes without saying that due to technology today, we have been able to see what’s new in our restaurants and get updated with the latest menus etc, hence visibility

  • Which, according to you, are the top 3 restaurants in India today, and why?

According to me, Bombay Canteen, Bukhara and Honk at Pullman New Delhi Aerocity are the top 3 restaurants in India today because they master the seven habits.


Hotel Management

An Exclusive Interview With Hotel Management Bigwig – Rupam Dutta

Being in the hospitality industry for the past 23 years, Rupam Dutta was involved in the revolutionary rise of budget hotels in India as back then he was a part of Sarovar Hotels in India. Let’s hear about the maestro behind Radha Regent’s take on restaurants.

What are the 7 habits of highly successful restaurants?

  1. Picking up the right idea. The kind of Restaurant should be one’s primary focus.
  2. Finalising the target audience, age and selection of segment comes first. The menu should be based on that, not what we like.
  3. Calculating the investment very clearly based on a strong return plan.
  4. The menu plays a huge role. It’s not just about the taste matching the target audience, the pricing should have a range starting from economy to signature pricing. So that one’s not known for a random pricing.
  5. Three Key Investments: The first one being the selection of people – This plays the most important role for a successful restaurant. The style of service is usually designed based on the selection of the team.
  6. The second bit is investing in the most efficient restaurant management software, which connects to the guest relation, communication and the third investment is on the music. Selecting the right kind of music is essential. People often relate the theme of the place with the kind of music played.
  7. Don’t keep the same feel of the restaurant for more than three years, change everything mentioned above, including the style of service

How will technology affect the restaurant industry in the next 5 years?

Technology is already at the top of successful restaurants. There would be nothing left to connect, provide information, gather menus, making reservations simple, reaching with the right offer, making the restaurant brilliantly a discussion point.

Which, according to you, are the top 3 restaurants in India today, and why?

My first pick is Masala Library in New Delhi, followed by SET’Z (DLF Emporio Mall) again in New Delhi and the last one is Karavalli Restaurant, Taj Gateway, Bangalore.

All these restaurants own my heart for their ambience, feel, style of food, style of service and consistency. That keeps me talking about them multiple times.

Food Critic

An Exclusive Interview With Food Critic and Writer – Ameeta Agnihotri!

A food critic, writer and childbirth therapist, Ameeta Agnihotri is truly living her dream. Being a published writer for over 20 years, her work appears in various leading newspapers and magazines. As she had already tried her hand at cooking at a very early age, her cooking expeditions and experiments are quite eminent in her success.

What are the 7 habits of highly successful restaurants?

While there is no sure shot mantra for success, the following could help:  

1. Location matters. Choose your space carefully. I may be superstitious, but I’ve seen many restaurants that make their guests climb down a stairway into a basement, often fail. If you can afford it, get one at ground level, in a fairly prominent area. If rents on a ground floor are too high, get one on the first floor, with a view, even if it’s just the road below. Natural light during the day surely helps. At night, ensure your restaurant is well lit. People (like me) want to see what they are eating. Don’t go overboard with the decor. Keep it interesting, not overpowering. Keep it so clean that your guests notice and approve.

2. I once met a chef who was so bored of making the same cheese doused food, he came to me begging for help. Chefs need an outlet for their creativity. Encourage your chef to innovate. Give him or her time to try new foods. They have the foundation and instinctively know the tastes of guests. Let them enjoy their jobs. Let them add their individuality to the food.

At the Hyatt Culinary Challenge, which I recently judged, one of the contestants was busy throwing dramatic tantrums at his counter. He was sweating, getting angry, waving his arms in the air… the works. He was making Sushi. What’s so special about Sushi, you may ask. This one won the challenge. It was a bridge between Japan and India because he had used tamarind rice, complete with curry leaves. And his sushi was a fabulous harmony of South Indian and Japanese flavours. Even if your chef is the tantrum throwing type, and he turns out good food, in the end, does the tantrum matter? No. So long as nobody’s harmed. 

3. Close quality control is very important. This is food you are dealing with. You don’t want anyone to fall ill or hate your food.

4. Go local. Encourage local farmers and food producers. It is your way to support yourself in the long run and gives you the added benefit of lower food costs. When you source locally, you can control what comes into your kitchens.  

5. Do not get into the rigmarole of ‘importing’ ingredients just to show them off on your menu. Having said that, if your restaurant is an authentic Japanese one, don’t hesitate to bring in ingredients that would help your end product taste as close to the original as possible. You must know when to do that. How to balance cost and practicality.  

6. Use the best and freshest ingredients available.

7. Often, I have visited restaurants where, when I ask the service staff a question about something on their menu, they run to the kitchen or call the manager to answer me. Does this work? No. Educate your service people. Teach them the menu so that they, in turn, educate your guests.

How will technology affect the restaurant industry in the next 5 years?

Immensely. There is no end to technology’s reach. It is already helping in every area of the restaurant business by keeping tabs on inventories, stocks, high turnover days, low footfall times, etc.

A little example will explain my blanket statement. One time, we went to a restaurant that did not take reservations, for a reason. It was on a first come first serve basis. And it was packed. We were told to expect a wait of 25 minutes or more. We gave our mobile number and headed to the nearby mall. Before we got there, the restaurant messaged telling us our table was ready. From then on, every time they had a food festival or promo running, we were kept in the loop. We also got personalized messages and special treatment on special days. Knowing us and our preferences because of their software, we were served food exactly as we liked it. Sometimes the restaurant gave us treats like dessert or a glass of wine on the house.   

Which, according to you, are the top 3 restaurants in India today, and why?

Avartana at ITC Grand Chola in Chennai. It has elevated South Indian food, giving it an international appeal. Pure sophistication on each platter.

Bengaluru Oota Company in Bengaluru – it is traditional, authentic, no shortcuts and uses fresh ingredients.

Bukhara in Delhi – I love its no-nonsense approach to consistently great northwest frontier food and its simple, clean decor.

Rifaquat Mirza - Inresto

Specialist Spotlight: An Interview With The Expert – Rifaquat Mirza!

What, according to you, are the five industry secrets every restaurant must adopt for success?

I don’t know if there are secrets left in the restaurant trade. My answers are more insider tips or best practices I have observed over the years, which may aid in a restaurant’s success. There is no ‘one size fits all’ solution, but the F & B fraternity agrees that these work for the most part.

1) Put a face to the place: It makes a big difference if chefs or restaurant owners become the face of the business and are active on social media. It’s also fine if they choose to hang back while someone else (preferably from the team) takes over the spotlight. The bottom line is, patrons need to be able to associate a brand with a familiar face.

2) Exaggerated Revenue Figures: I’ve noticed the ‘top revenue recall’ phenomenon when I ask about sales figures. People almost always quote their peak sales rather than their average sales. It’s not a conscious effort to create a favorable impression, but it happens. I have been guilty of it too. Just do not use these figures to create or compare your business plans unless you have access to the books!

3) Pre-manufactured surprises or customisation: Create surprises like an unlisted amuse-bouche or a special dish just for kids that’s not on the menu. Systematically incorporate these into your process without letting diners know, so when you present it, your customers will be thrilled.

4) Run all briefs parallelly and concurrently: Successful restaurants design their restaurants around the cuisine, service, and aesthetic requirements of the brand simultaneously when opening a new venture or renovating an older property. For instance, the kitchen should be designed in consultation with the chef, so that all the equipment and counters are in the optimal position for the team to run efficiently and comfortably. Similarly, the bar should be designed to avoid bottlenecks in service even on the busiest of nights. Replicating this across all the facets of a restaurant will help you make the most of the infrastructure into which you are moving.

5) Share financials judiciously: I see a lot of restaurant owners withhold financial information from their top management while some have their figures all over the place. It’s essential to share enough to set reasonably challenging targets. Income and cost statements are not representative of past performance alone, but also a means to assess future goals. The process used to disseminate this information is up to the restaurant owners. The late-night WhatsApp on the day’s performance seems to be ubiquitous, but successful restaurants have regular, formatted meetings for a good reason. Choose not to broadcast the information formally if you feel unsure, but keep management informed. They need to know.

Describe Five industry trends that you see taking off in the next five years.

I won’t pretend to be prophetic to forecast trends for five years in advance, but I will try and share some ideas of what I feel seems to be emerging based on observations, data, and personal and shared insights.

1) Psychographics v/s Demographics: I think there is going to be a higher emphasis on the psychological connection of food and restaurants with their patrons. There will be a lot of ‘philosophical’ restaurants coming to the fore that connect to a particular sense of being, be that sustainability, or underground musical or cultural movements.

2) India will create new service trends: Over the past few decades, we often heard that trends in the US or Europe come to India in a certain number of years, which used to be around 10, now down to two years or less. Besides our cuisine, I believe we will soon be exporting our unique service offerings to the west. Why wouldn’t a Spanish chef incorporate our South Indian sit-down, banana leaf service style? While we market our Indian tapas-style menu, I see American chefs with Tex Mex Tiffins. This could be the new frontier.

3) The All pervasiveness of Technology – 360 degrees adoption: One might say I’m stating the obvious, but technology is progressing at a faster pace than we could ever predict, and restaurants need to ride this wave!

If a restaurant does not invest holistically in a comprehensive technology platform immediately, they will be left behind. PASSION IS GREAT; GUT FEEL IS NOT. If you run your restaurant on instinct rather than data, efficiency and effectiveness will both be equally affected negatively. Use technology to help you with wait-list and table management, home deliveries, POS activities, loyalty programmes, and marketing. Having multi-outlet and multi-delivery model functions are essential. The right tech will give you a wealth of usable data that will help you become more analytical of your business and give you an understanding of how to make diners’ experiences more vibrant, more personalized and more rewarding.

4) Restaurant Renaissance and Recession Simultaneously: These are exciting times for restaurants as all kinds of service models and culinary palettes are emerging, but the forecast of growth doesn’t exist for several reasons, mostly due to internal decisions rather than macro factors. The paradox will continue to play out for the next few years. True-blue organic, growth-led restaurants will lead the way, steaming ahead of cookie-cutter-creativity.

5) The emergence of domestic restaurant chains as regional, national and international players:  We already see a slowdown in the entry of foreign brands. The larger well-established QSR chains from the US are mainly the ones gaining traction. They mastered the art of franchising and growth, but leading Indian restaurant chains are now boasting of best-in-class systems, procedures, and franchising models. Honestly, they have become more economically viable while the allure of a ‘foreign’ chain has lost its shine. These chains are becoming regional and national; notwithstanding the challenges they face when growing out of their local strongholds. Restauranteurs have learned from their earlier international forays, and I bet the big guys will go beyond our borders with great success.

Which, according to you, are the top 3 restaurants in the India today?

I am not ranking these, but rather listing three restaurants that have caught my fancy. A disclaimer: These are my thoughts based on an obvious bias, but I have thought this through. Also, this is from a particular perspective in the context of this interview.  My answers would be different if I were given other parameters.

  1. Dumpukht. ITC Maurya. New Delhi

This much-celebrated restaurant’s cuisine has stood the test of time. They have perfected every dish on the menu and, for me, the single most important factor is that their senior master chef, Chef Ghulam Qureshi, oversees every portion served to their discerning and loyal clientele. It’s not easy to consistently serve with their high standards considering the sourcing of the produce and the delicate nature of the cooking, not to mention the pressure of meeting the high expectations from the diners.

The service is elegantly classy fashioned after the refined art of “mehmanawazi” befitting the patrons and the hotel in which it resides. This place is as close as you can get to the ‘good old days’.

2) Agashiye. House of Mangaldas. Ahmedabad.

Having been born and brought up in Ahmedabad and then grown into a professional hotelier, it has always been on my agenda to showcase Gujrat’s culinary legacy beyond the “sweet daal” and the claim that every food is sweetened.

Agashiye (literally meaning ‘at the rooftop’) is the distillate of home-cooked Gujarati food showcased through a dynamic Thali menu prepared in the manner of Abhay Mangaldas’s household. Abhay is the scion of a renowned business family who converted this historic family mansion into the new showcase for Gujarati culture. The food is simply fantastic, and the part that steals my heart is the traditional mi casa warmth blended with excellent service – the latter being a rarity in Ahmedabad for discerning patrons.

No wonder he recently hosted the Japanese PM along with our PM for lunch, and even though the Taj chefs had curated a Japanese meal for him, the Japanese PM preferred the local fare. He has re-invented two havelis in the ‘pols’ of Ahmedabad and a 3rd one recently. He wears his (and his restaurant’s) fame quite lightly and goes about his business reviving and projecting the grand legacy of Ahmedabad.

When I asked him about his motivation behind this, there were no proclamations of changing mindsets or starting a movement. He just said ‘It’s not always easy for us to serve homely food to people considering the logistics…’ or the cuisine being ‘ just home food from our kitchens.’ Restaurants that aid tourism, go beyond food, and deliver consistently brilliant service over the years,  will always have my vote. His eco-friendly packaged ‘Bhathu’ meal for one and the day’s menu in a large tiffin to serve four are clear winners for me.

3) Social. ( From Impressario Hospitality). All over India.

Riyaz told me about this huge space he had in Hauz Khas Village overlooking the lake where he wanted to do something interesting back in 2013. I didn’t know then that he was on the verge of starting a new trend.

While I was playing around with the ‘third place’ concept with a new chain of hotels, they’ve got the ‘second place’ concept bang on. Years before coworking became the new working; they had already got the place set up as a hybrid concept with multiple-dimensions as the day progresses. Work + Play manifested in a unique model.

I love the food and its universal all-day appeal and consistency. People love the price points. They have ‘culture managers’ who befriend single person start-ups and DJs alike. Their success is well known: the quirky outlet-specific themes lend that extra bit of character while keeping the brand DNA up front and alive. Social is a restaurant that brings its branding to life like never before. Nomenclature is easy, but extrapolating it through street art, curations and being a local magnet is what gets my vote.


Raminder Bakshi

Specialist Spotlight: Raminder Bakshi, Hospitality Expert, Entrepreneur and Chef

Having more than 24 years of experience in the field of F&B and hospitality, Raminder Bakshi is famed as a “Young Turk” from his early days. His farsightedness and leadership helped him set up food courts, hotels, resorts and restaurants with unmatched hospitality.
At present, he is founder of The Baking Lab, The Art Culinnaire and The Fruit Boutique. The Art Culinnaire provides concepts to help hotels, restaurants, kitchens, and caterers update and upgrade their services and infrastructure. He has been associated in the past with brands like Hyatt, Sodexho, Hilton Group, etc. He has also provided his expertise to notable hospitals like Fortis, DHLI and Max. We at in Resto got a chance to speak to Mr. Raminder Bakshi and ask him about his insights into the F&B industry.

Q. What, according to you, are the five industry secrets every restaurant must adopt for success?

In order to activate each and every one of the profit drivers, you must implement a set of tools or systems that are customised to your business. These systems must be strategically positioned to gain the maximum effect for your business. There are 7 systems that you must implement for the 6 profit drivers to be activated, these systems include:
1. Marketing
2. Branding
3. Key performance indicators and time management
4. Organisational development & Business Structure
5. Finance & its Systems
6. People Management Skills & Training

Within these 6 systems lie the growth formula for success. If you implement a plan to incorporate each of these areas, your business will grow very rapidly. This is one of the most important areas where business owners get trapped. The trap is a catch-22 as the majority of business owners don’t have the time to implement all the systems to help their businesses grow. However, it is those business owners who invest the time to develop systems in their business that benefit in the long run as their business then runs on autopilot. To develop your business to that stage, you must be able to analyse, optimise, systemise, document, and track business successes and failures.

Small to medium-sized restaurants have always been and always will operate in a cut-throat environment, and unless you take the steps to map out your pathway to success, your business will always own you and not the other way around. Plan for success, and succeed in your plan.

Q. What are the industry trends that you see taking off in the next five years? Also Please include your thoughts on the growth of restaurant management technology in this section.

1. Health And Wellness Top The Menu:
As baby boomers accept their collective aging, dietary issues gain momentum not just for themselves but for their children

2. The ‘next’ Cuisine:
My vote goes to Peru. Its government is promoting the cuisine, which is a fabulous fusion of Italian, Japanese, Indian, Spanish and indigenous cookery. It will certainly be a part of the next wave of specific regional cookery. Nobu came from there; it’s hot, spicy, and with creative flavours.

3. Chef-driven Restaurants:
Celebrity chefs are hanging their names on reinvented restaurants. More chefs are following this exercise in “brand extension.” When you get “Sautéed snapper with edamame dumplings in a ragout of mussels” in a chef-driven restaurant, you know that the category is being redefined.

Hotels, restaurants and shopping centres laying big money on these chefs because they’re competitively desperate to draw crowds.

4. Ethical Eating:
“Fair trade” and “sustainable” are terms gaining traction with restaurant chefs and Indian consumers. People aspire to
feel ethically comfortable about the food they buy: they want uncaged chickens and their eggs, humanely raised animals and environmentally friendly packaging. They’re looking for locally grown products that reduce the global warming impact of moving food around the world.

5. Izakayas:
Tapas making way for Japanese small plates. Restaurateurs are opening Japanese taverns, called izakaya, all over the world. These are homely places emphasizing modestly priced Japanese hors d’oeuvres washed down with oversized bottles of beer and overfilled glasses of sake. Some of the food may be unfamiliar, but people are willing to risk $5 or $6 to experiment. You’ll find izakayas in London, Toronto, Vancouver, Seattle, LA (where, predictably, they’ve morphed into fusion menus). I’m sure it won’t be long before they come to India.

Raminder Bakshi has certainly created a niche for himself in the F&B industry. His diverse experience in domestic and international markets makes him a one-stop solution for all food industry related glitches. We are so glad we had a chance to chat with him. Want to find more about Mr Raminder Bakshi, visit here.

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