summer training program

1. INTRODUCTION
ENTERTAINMENT WORLD DEVELOPERS LIMITED is engaged in the Development Management - Operations of Shopping Malls, Hospitality, Residential, Commercial Offices
under the brand name 'TREASURE'.
The largest consumption story began with the business of setting up shopping Malls and
Multiplexes as a start-up under the 'Kalani Industries' banner. The first venture was to setup
TREASURE ISLAND in Indore with 6,00,000 sq. ft. development on MG Road having a
Shopping Mall, Four-screen Multiplex, Entertainment Zone, F&B and a hotel. The mall
finally went live in December 2005, becoming the first mall of Central India and the first
mall in tier-II cities of India.
Founded by Kalani Group, EWDL has its fingers on the pulse of the nation. There is an
imminent growth story waiting to happen in, what we like to call ―the Real India‖ or the
collection of the numerous non-metro emerging cities of India. We will help Real India to
grow and in the process, we aim to provide the platform for relations of people to curve their
ways to words prosperity. The inevitable truth is that the growth story waiting to happen in
the Real India is bigger than anything the world has seen before, unlike anything done in
China, South America, Russia.
We take pride in having worked tirelessly to position ourselves as the leaders in the
construction of malls and other retail destinations in the Indian non-metros – i.e. the Real
India. While others go gung-ho with substantially huge investments into metros, we see a
more desirable future in the smaller Tier II and emerging cities, where there is space, money
and desire to grow larger, faster and higher, with consumers waiting to reach out and embrace
New India.
EWDL is backed by the robust Manish Kalani Group which has proven strength and
reliability for successfully running many of the best managed malls in the country and
continuing to do so.
VISION
―Leading the way‖, through winning innovations and partnerships that generate new
consumption opportunities in emerging urban India, by creating a diversified basket of high
quality retail, hospitality and residential assets and become India's leading developer of malls
and public spaces. Being mindful of our stake holders and to become a preferred employer.
MISSION
Be the best in the eyes of our customers, employees and stakeholders by bringing the best to
everyone we touch the best people, best ideas and best properties.
36

2. TREASURE
ENTERTAINMENT WORLD DEVELOPERS LIMITED is the frontrunner in the
development and management of urban city centers, shopping malls & large scale residential
townships/ consumption cities. EWDL is focusing on the tier II & emerging cities. It aims to
the largest chain of retail properties under the brand name ‗Treasure‖ offering realty format
brands under The names ‗Treasure Market City‘. ‗Treasure Island‘ & ‗Treasure Bazaar‘
introducing to the emerging cities a ―Treasure‖ they will look up to.
Treasure Island Indore
Original Brands Original Discounts
Treasure Island is truly a shopper‘s heaven providing an unrivaled brand experience, with
exceptional choice of shops & service outlets to meet the requirements of locals, students,
businessmen, corporates, visiting tourists etc. Popular among the massses as ‗TI‘, this
shopping mall spreads over 5.82 lac sq.ft. constructed area. With a great mixture of high-end
& affordable life. Treasure Island Indore, developed by Entertainment World Developers
Limited and popular among the masses as 'TI', has the privilege of being first Shopping Mall
of Central India. Spreading across 4.5 lakh sq. feet, it is the most favored destination of
shopping, dining and entertainment fulfilling the unique requirements of families, students,
professionals, businessmen and visiting tourists in a stylish-cum-sophisticated way. A prime
factor that usually refrain people from shopping is the discomfort and exhaustion associated
with searching the required things from store to store. However, this is not the case with TI
Indore, where you can experience a great shopping via interestingly exploring all you need
under one roof.
In fact for Indoreans, who‘re known as ‗food and fashion lovers‘, TI brings comfort and
elegance in every nook and corner. Perhaps that‘s the reason as to why TI, Indore has won
the 'Most Admired Mall of the Year' award from ISCA in 2010 along with 4 other awards for
best and most admired mall in last years. From favorite name-brand attires to fashion
accessories, home furnishing to electronic items, footwear to gift items, TI is the first choice
of Indoreans. Apart from these, you can relish into the world‘s best recipes at restaurants,
cafeterias and food stalls at fourth floor. After shopping and dining, make your day a
memorable one by watching a latest Bollywood/hollywood movie at PVR Multiplex.
Come, plan a visit at TI today World-class brands, services, cuisines and entertainment are
being offered here at the most reasonable prices.
37

3. SERVICES FOR CUSTOMERS AT TREASURE ISLAND
At Your Service, 24x7 hours
Treasure Island combines the traditional values of courtesy, care and discretion with all the
comforts you'd expect from a truly world-class shopping mall. Whether your visit to this
happening place is for shopping or just a relaxing weekend, the mall offers a wide range of
guest services. These are offered as a part of ‗all the little extras‘ that set us apart & makes
your visit, a pleasant one.
Help Desk
Customer Care Executives at entry gate of the mall help shoppers to locate their favorite
brand stores and venue/information of the event, sale, offer etc. Visitors can contact for any
information or support.
Shopper’s Assistant
You‘ll always find our Shopper‘s Assistant with words like, ‗Good Evening . Welcome to
our mall. May I help you by carrying your shopping bags to your car?‘These executives in
yellow t-shirts with smiling faces & helping hearts leave no stone unturned to make your
shopping, a memorable one.
Baby Feeding Room
One of the main reasons which keep new mothers away from shopping is the discomfort of
baby feeding. At Treasure Island, we‘ve created isolated rooms at every floor for baby
feeding which makes all the new mothers feel like home.
First Aid
Medicines, surgical bands, painkiller ointments etc are available at Help Desk & Control
Room.
Wheel Chairs for Handicaps
Wheel Chairs carried by Shopper‘s Assistant help physically challenged people to reach
every nuke and corner of the mall while enjoying world-class shopping, dining and
entertainment.
Mall Directory
List of store names with floor-wise location is displayed at entry gate of the mall
Teens Ka Adda
Happening hangout place for youngsters that to free 24*7 music, wi-fi zone, cafeteria.
38

4. Matrix of Treasure Island Indore
Mall - Treasure Island Indore
Date of Oppening-25-Dec-2005
GLA - 4.2 Lacs Sq. Ft
Build Up Area - 6.2 Lakhs Sq. Ft
Total No. of Brands - 110
Hyper - Big Bazaar
Anchor 1 - Pantaloon
Anchor 2 - Max
Multiplex - PVR Cinemas (Five Screens) Including Gold Class (53,400 Sq. Ft)
Food Court - Desi Tadka (22,401 Sq. Ft)
Hotel - Sarovar Portico (A star category hotel with 94Luxurious Rooms)
Snapshot
Parking Capacity - 143,742 Sq. Ft
Avg. Footfall Weekdays - 22,000
Avg.Footfall weekend-42,000
Avg. Two Wheeler - 2549
Avg. Four Wheeler – 886
No. of Lifts – 6
No. of Escalator – 11
Floor - G+6
Mall Manager - Mr. Adil Shareef
Address - Treasure Island, 11 Tukoganj Main Road,Indore .
39

5. LEASING
Entertainment World Developers Limited (EWDL) works on a build, lease & revenue
share model. We are the pioneers in India to showcase the leasing model as against the sell
model. We make the best for the best. Simple Instead of selling the space to retailers, we
offer the flexibility of leasing spaces, for the benefit of both i.e. brands & consumers. Many
state-of-the-art projects built till date are working flawlessly for every one attached. Anchor
stores, Women zones, Men & Children section are all intelligently accommodated in the
modern bazaars of steel & glass. Entertainment that's out of the ordinary & fun for everyone
is the motto followed. We decorate our arenas with fun. It is paradise for kids, young, singles,
couples & families. Everyone can join in & have happy moments of life. The success of
entertainment setup depends on extensive spaces designed for pleasurable detours by patrons
who visit posh food chains. Besides, we make every provision for subtle & sophisticated
brand advertising for a number of clients. The ―Mall Experience‖ is created all the way from
the blueprint to the actual living, breathing entertainment hub. Our choice of asset location &
design is scientifically researched, as we feel it is most important ingredient for success.
Layout planning
Layout planning is very important in a mall because location and selection of store in
various place in mall give easiness to customers for their good shopping experience.
Perfect zone for different segment can be created.
IMPORTANT FACTOR FOR LEASING A SHOP OR AREA IN A MALL
Gross leasable area (GLA)
GLA - Gross leasable area (GLA) is the amount of floor space available to be rented in a
commercial property. Specifically, gross leasable area is defined as the total floor area
designed for tenant occupancy and exclusive use, including any basements, mezzanines, or
upper floors. It is typically expressed in square metres (although in some places such as the
United States and Canada, the square foot is used). It is measured from the center line of joint
partitions and from outside wall faces. That is, gross leasable area is the area for which
tenants pay rent, and thus the area that produces income for the property owner.
For a property with only one tenant, the measurements Gross Floor Area (GFA) and Gross
Leasable Area (GLA) are essentially equal.
CAM FEES
When you lease commercial space you pay for more than just the actual square footage you
will occupy. In many commercial leases, and in particular retail and industrial space leases,
extra fees are often referred to as "Common Area Maintenance" (CAM) fees. In nonindustrial spaces, you may hear this expense referred to as "Load Factor," which includes
CAM fees.
40

6. There are two basic calculations for CAM fees: Variable CAM fees, in which the amount a
tenant is required to contribute increases based on a number of factors; and flat CAM fees where
the fees are a fixed amount. CAM fees may be paid monthly, quarterly, annually, or even
charged from time-to-time as major repairs to the building or entire business/industrial park are
required. CAM fees can escalate at a different rate than the monthly lease rate because they tend
to be more variable. So it is also important that your lease differential between "variable" and
"fixed" CAM fees and include some sort of cap, or, maximum your CAM fees can be increased
each year. This rate of increase should be a separate consideration from how much you basic rent
increases each year
HOW TO CALCULATE GLA AND CAM AND TOTAL RENT?
GLA = AREA + (AREA (SFT)* LOADING%)
CAM AMOUNT= GLA*CAM PER SFT
RENT AMOUNT = GLA*RATE PER SFT
TOTAL RENT AMOUNT = RENT AMOUNT + CAM AMOUNT
EXAMPLE—
LOADING= 64%, AREA IN SFT= 2000, RENT PER SFT=40RS,CAM PER SFT= 24RS
GLA= 2000 + (2000*64%)=3280
CAM= 3280*24=78720 RS
RENT= 3280*40=131200RS
TOTAL RENT= 131200+78720=209920RS
Audit of department
1. STORE
2. MAINTENANCE
3. HOUSE KEEPING
41

7. PRACTICE OF MANU REPLANNING
How Important Is Menu Planning?
Good planning can make a huge difference.
The menu influences almost every aspect of the food service operation, from what foods are
purchased and how they are prepared, to whether or not meals are popular with the children.
This section looks at the ABC‘s of successfully planning appealing meals. It also reviews the
menu planning principles.
Menu Planning Principle -1
Strive for balance
As you work to plan meals that are nourishing, appealing, and taste good, you will want
to strive for balance in a number of ways. As you select and combine foods:
Balance flavors in appealing ways.
Make sure individual foods, when served together, make a winning combination.
Too many mild flavors make a meal too bland. Too many strongly flavored foods make a
meal unacceptable to children. For example, a lunch or supper menu with sausage pizza,
Cajun potatoes, coleslaw, brownie, and milk has too many strong and spicy flavors
Balance higher fat foods with ones that have less fat.
Avoid having too many higher fat foods in the same week. In other words, do not Include
sausage pizza in a week‘s menu if you are already planning to serve hot Dogs and fried
chicken. Look for ways to use low fat side dishes to balance a higher fat entrée. For example,
with a grilled cheese sandwich, serve carrot and celery sticks.
Menu Planning Principle # 2
Emphasize variety.
Serving a variety of foods is important because no one food or group of foods can give
us everything we need for a healthy diet. Variety also makes menus interesting and appealing.
Include a wide variety of foods from day to day.
Avoid planning the same form of food on consecutive days, such as sandwitch on Monday
and homemade salad sandwitch club on Tuesday.
Vary the types of main courses you serve
For example, serve paneer dish one day, soup and sandwiches the next, or perhaps a main
dish-salad.
Include different forms of foods, and prepare them in a variety of ways.
For instance, some vegetables are good eaten raw. If you usually serve a particular vegetable
cooked, serve it uncooked if it is good that way. Or cook it but use a different recipe or
seasoning. In any case, be sure the ―different way‖ of serving is as appealing as the ―usual
way.‖
Include a surprise item or a small amount of a new or unfamiliar food periodically.
For example, try adding cauliflower, red cabbage, or spinach to a SALAD
Menu Planning Principle # 3
42

8. ADD CONTRAST
Strive for contrasts of texture, flavor, and methods of preparation.
Think about the texture of foods as well as their taste and appearance.
Avoid having too much of the same type of food in the same meal.
Use a pleasing combination of different sizes and shapes of foods.
Menu Planning Principle # 4
Think about colour
Avoid using too many foods of the same colour in the same meal.
Use colour full foods in combination with those that have little or no colour.
And don‘t forget spices.
Steps for Successful Menu Planning
In this section, we will look closely at the following steps1. Schedule a time to plan menus. Collect menu resources.
2. Think about changes you want to make.
3. Select a timeframe.
4. Select the main dish.
5. Select the other menu item or items.
6. Evaluate what you have plan
WHY MENU REPLANNING IS IMPORTANT IN FOOD COURT IN MALLS
1. To provide variety in food
2. To give business to every outlet, which present in mall food court
3. To increase the footfall in mall
4. To satisfy various type of customers
5. To Avoid clash of similar item in two menu.
THE CUSTOMER SATISFACTION INDEX
The Customer Satisfaction (CSI) Index is a fast and effective survey solution that can help
you understand and act on customer feedback. Your expertise and commitment to providing
high levels of customer service can help ensure ongoing business success for you and your
customers. Understanding what drives customer satisfaction and loyalty is crucial to your
organization‘s continued success. Customer insight can help you retain and deepen your
relationships with your customers. It can also help you drive profitability through reduced
sales costs and recurring revenue.
Use the Customer satisfaction Index to:
Identify areas of strength that could lead to opportunities to improve your business.
Measure your performance against other partners.
Maximize the value of the time your organization spends on customer insight and minimize
administrative costs.
43

9. Customer feedback form
1. What is the purpose of your visit to Treasure Island?
□
□
□
□
□
Shopping
Entertainment
Food
Hangout
Movies
2. How would you grade Treasure Island in area of:Criteria
Rating(1-5)
Criteria
Ambience of Mall
Overall store selection
Parking & Accessibility
Food court menu & services
Safety & Security
Lift and Escalators
Cleanliness of Mall
Overall customer service in the centre
Cleanliness of washroom
Courtesy & helpfulness of Mall staff
Way finding in Mall
Information about Mall
1- Very Poor……..3- Average…………5- Excellent
Rating(1-5)
3. If you could change one thing about this centre , what could it be?
…………………………………………………………………………………………………
…………………………………………………………………………………………………
4. What extra services would you like to add to TI Mall apart from the present ones?
…………………………………………………………………………………………………
…………………………………………………………………………………………………
5. How many times do you visit following Mall in month?
ｏ
ｏ
ｏ
ｏ
ｏ
Treasure Island
Mangal city
C21 Mall
Indore Central
Malhar Mega Mall
.......
.......
.......
.......
.......
6. How much time do you spend in TI per visit?
□
□
□
□
Less than 30 min
30-60 min
60-90 min
More than 90 min
44

10. 7. Your shopping Behaviour
Type
Departmental Store
Food outlet
Others
Name of store
Amount spend
Planned / Unplanned
8.Which of the following store would you like to see in TI in future?
Store Name
□
□
□
□
□
Yes
No
haven’t heard of
West side
Shoppers stop
Life style
KFC
Globus
9. Which is the best brand in TI according to you?
…………………………………………………………………………………………………
…………………………………………………………………………………………………
10.What kind of event would you like to see in TI?
…………………………………………………………………………………………………
…………………………………………………………………………………………………
11.What has been the best event in TI till date?
…………………………………………………………………………………………………
…………………………………………………………………………………………………
12. Including yourself, how many people have come with you to this centre today?
□
□
□
□
Only you
2-5
6-10
Above 10
13. Which of these best describes the group you are with today?
□ Family
□ Couple
□ Single
45

11. □ Friends
□ Some other type of group
14. How many kilometre do you live from this centre? (Specify Place)
…………………………………………………………………………………………………..
15. Your monthly income………………………..
16. Your Name……………………………………
17. Mobile No……………………………………..
18. Age
□
□
□
□
Under 18
18-30
30-50
50 above
From this feed back form we found following result
1. Customer satisfaction % on the basis of question no. 2 as we get the data from
customer feedback from2. Total no. of customers = 54
3. Total no .of areas = 10
4. Total marks or rating in one feedback form = 60 (each 6)
5. Toatal rating given by customers = 1972
6. Customer satisfaction % =1998*100 / 3240
1. = 61.66
2. = Approx 62% CUSTOMERS ARE SATISFIED FROM
TRESURE ISLAND.
7. OTHER NOTE- CUSTOMER WANT KFC OUTLET IN TRESURE ISLAND.
46

12. CONCLUSION
In the Present Summer Training program that was performed in Central mall
and EWDL Indore ,The knowledge gained that how mall operate in efficient
way with efficient use of resources and also got information about future group
how they are working in clothing retail and what are the factor or information
which is needed to work successfully in retail clothing section.
Interaction with customer was also beneficial step in our training
programme.
Information gathered about operation and marketing in a shopping mall.
47