Raj Rana, owner of Itihass, Birmingham
Birmingham’s Itihaas restaurant, whose owner Raj Rana had no previous catering experience, has been described as a “testament of India’s greatness”.
And with customer service that is regarded as high level as the “Maharaja”, Raj Rana talks to the Academy of Food and Wine Service about his experience.
Q. You first came into the restaurant industry aged 28, having never worked in catering before. Was it always an ambition of yours and did you know then how important customer service was to a successful business?
A. I diversified from the family business in 2000 and ventured into property development. It is a business where deals are generally negotiated over a good meal and a glass of brandy.
I found it hard to wine and dine my potential clients in a quality Indian restaurant in Birmingham but in London I had my choice of 20! This identified a huge gap in the market.
I spent two years developing a restaurant concept and identifying an ideal site. I wanted a destination restaurant. Itihaas has been conceived from the point of view of a consumer as opposed to a restaurateur, simply because at the time I was not a restaurateur I was a consumer.
It was never a burning desire to be a restaurateur but I always knew I wanted to be successful. Itihaas has given me the medium to express that ambition.
Q. If I was a young person looking for a new, rewarding career, is it wise to get training in front-of-house service (and why)?
A. Front of house service is a very specialist art and quality establishments will always recognise and reward talent. It will always be the preferred option for businesses to recognise this talent at a young age so that the individuals can be moulded to the needs of the business whilst nurturing the individual’s enthusiasm.
Q. What are the secret ingredients to your own successful career in hospitality?
A. My restaurant has three key ingredients that help insure its success.
1. Service – We pride ourselves on providing a pampered service that will compel diners to return.
2. Environment – Much thought has gone in to creating a timeless décor that will be reminiscent of Indian’s diverse history.
3. A tradition and authentic meal – Much care is given to ensure that the food is in the same spirit as what diners would expect in any five star restaurant in Delhi or Mumbai.
Q. Was it a difficult transition from property management and jewellery into the restaurant business?
A. No, the transition from jewellery to property was a bold step as it was a statement that I wanted to spread my wings from the family business. I always tried to inject an air of quality into all of my property refurbishments and developments. Taking that knowledge to the hospitality industry was not difficult as I continued with the same mantra, which was quality of product and service. I feel I would be able to turn this attitude to any business I was passionate about, irrelevant of the product.
Q. What three things about your character are important for a great career in front-of-house?
A. Passion, a desire to achieve and leadership.
Q. Do you meet many young people like the candidates you helped train on the BBC show – and what are the toughest challenges they face when coming fresh into the industry?
A. I have employed many candidates from similar circumstances as the Individuals featured in the show. The challenges they face are public perception of the industry. Generally, front-of-house is looked down upon as a job between studying or a quick fix for extra cash. It is not seen as a career. So many CV are received for one single vacancy, it is difficult for talent to shine.
Q. Can you describe the front-of-house training that you provide your own staff?
A. I am fortunate that the front-of-house staff that I employ are trained in four and five star hotels in India. Most often, employees of Indian hotels are sent to catering academies followed by extensive on-the-job training. I have mimicked the same level of on-the-job training for any newcomer to our team.
Q. If young people start out in front-of-house and have ambitions to get on in hospitality, what career path would you recommend they follow?
A. I would recommend that they gain experience in as many aspects of front-of-house as possible – the bar, meet-and-greet and service. This knowledge will help them progress a career in management where all arrears need to be covered.
Q. You met the Queen at Buckingham Palace in recognition of your contribution to the hospitality industry. Did it make all your hard work worth it (and why)?
A. It was by far the hugest compliment that could have been paid to my efforts. Not only was I given a chance to meet the Queen but I was also recognised amongst industry greats like Gordon Ramsay and Aldo Zilli.
Q. What one customer’s comment about your restaurant’s great service has stood out for you – and what did he or she say?
A. I received the following comment: “This restaurant is a testament of India’s greatness, it delivers a ‘Maharaja service’. It is more like an Indian museum that serves good food instead of a restaurant.”
Restaurant: Itihaas
Location: 18 Fleet Street, Birmingham B3 1JL
Tel: +44 (0)121 212 3383
www.itihaas.co.uk
Birmingham’s Itihaas restaurant won Menu Magazine’s Newcomer of the Year at its national Best in Britain Awards 2005 for ethnic food and drink.
