Customer Service

Roseate House: Live Camera Access to Kitchen & Home Delivery

While brands and companies are scratching their head to keep the business running in the pandemic and lockdown, Roseate House has shown an exceptional example of divergent thinking.

The hotel industry in India has hit the rock bottom. As per Statista, In 2020, revenue in the Hotels segment in India is projected to reach US$4,022m (₹259,227m), which is 40.5% less compared to the previous year.

Indian Hotels Revenue Stats in 2020
Source: Statista

As we can relate, the COVID-19 pandemic has caused customers to lose their faith in restaurants & hotels.

Customers can no longer blindly trust their food handlers as they cannot see whether or not the kitchen staff is following proper guidelines issued by the government and FSSAI (Food Safety and Standards Authority of India) to avoid any contamination.

“Although there is currently no evidence that food is a likely source or route of transmission of the COVID-19 virus, it is important to take all precautions to prevent any possibility of person to person spread of C0VID-19 infection during the food business operation.”, says Ruchika Sharma, Food Safety and Standards Authority of India.

As a result of all of this, many QSRs, restaurants, and hotels are losing their business and finding it burdensome to gain customer’s trust like it used to be before COVID-19 pandemic.

To counter this challenge Roseate House situated in Aerocity (New Delhi, India) has started 2 services, one of which is first-of-its-kind in India.


Little About Roseate House:

Roseate House is a leading 5-star hotel in Delhi Aerocity that offers more than 216 rooms and some of the finest dining options in the capital with Kheer, DEL, Chidya Ghar, and Roasted by Roseate. It is an uber-chic lifestyle hotel.

Roseate House, New Delhi, Aerocity

Spread across 1.6 acres in the capital’s only hospitality district, the hotel is 30 minutes from the business hubs of Gurgaon and Delhi, 5 minutes (4.5 km) from the Indira Gandhi International Airport, New Delhi, and closest to the Aerocity metro station.

Roseate House is the first hotel in India and the fifth in the world to achieve FSSC 22000 (Food Safety System certification) in 2019.


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We believe in creating a safe and high quality environment for our guests. #fssc #fssccertified#roseatehotels

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Now, let’s dive into the services started by Roseate House to run the business during the lockdown.


2 Services Started by Roseate House

Camera Access to Kitchen

Roseate House is now providing direct access to its kitchen via camera to its customers.

Now, customers can get live footage of the hotel’s kitchen on their smartphones and see how their order is being prepared by the kitchen staff.

Roseate House gives camera access to its kitchen

Customers ordering food from the outside or residing in the hotel itself can now monitor the hygiene and quality of their food through live streaming. 

“We at Roseate Hotels and Resorts constantly thrive for delivering the highest levels of standards to our guests. In continuation to the legacy of being transparent with our guest, we are giving them the confidence of the hygiene factor as well.”, says Kush Kapoor, Chief Executive Officer, Roseate Hotels & Resorts.


“We also ensure safe packaging (double outer layer), multiple frequent sanitation of our kitchen utensils, regular temperature checks of all involved personnel to ensure safe food delivery,” he added.

This service is currently available for Kheer – the fine dining Indian restaurant by Roseate House, and Roasted by Roseate – the patisserie, which are currently operational for home deliveries as well.



Easier said than done, giving kitchen camera access to customers by Roseate House may sound a fascinating strategy to gain customer’s trust but in reality, is a two-edged sword. This strategy can shoot back at Roseate House even if a small mistake is made by kitchen staff.

With just one click customer can take a screenshot or record video if they noticed anything unhygienic or the slightest mistake made by the staff.

Related: 7 Steps How To Handle An Angry Customer At Restaurant

Roseate House Shares Live Camera Access to it’s Kitchen

Few things that the staff has to keep in their mind all the time while working in the kitchen:

  • The management needs to take some drastic measures for maintaining proper hygiene in the kitchen and make sure that the sanitization plan is followed thoroughly.
  • They need to take care of the food tasting process, as some chefs have a poor habit of licking food from a spoon and dipping it back.
  • Even in the hot working atmosphere of the kitchen, the staff needs to wear clean protective clothing i.e. face shields, masks, hair net, cap and hand gloves all the time.
  • Things like itching, scratching, face touching, nail-biting, shaking hands with other team members, unhygienic way of wiping sweat are a big no in front of the camera.
  • Maintain social distancing.

To read more COVID-19 updates by Roseate House click here:


Home Delivery by Roseate

The second service that Roseate House has implemented is to reach the customers residing outside the hotel.

Usually, 5-star hotels are not considered for delivering food at home but Roseate House seems determined to push their boundaries.

Roseate House Home Delivery

“For home delivery services, we are collaborating with food aggregators like Zomato and Swiggy as well as taking direct orders for Roasted by Roseate. This initiative would enable customers, who are unable to come to our hotel for a fine dining experience,” said Ankur Bhatia, executive director, Roseate Hotels & Resorts.

Roasted by Roseate, Kheer, Chi Ni, and DEL are four award-winning restaurants of Roseate House that have now started delivering their best dishes at customer’s door-steps during the lockdown along with ensuring the highest level of safety and hygiene standards.

  • Roasted by Roseate – the patisserie, serves mouth-watering items like croissants, danish pastry, chocolate muffins, doughnuts,  banana bread, and custard tea cakes.
  • Kheer – an Indian speciality restaurant, which serves Dal Makhani, Paneer Khatta Pyaz, Tandoori Murk Tikka, Hari Gobhi, and much more.
  • Chi Ni – oriental cuisine restaurant, which serves Szechuan Chicken, Wok-Fried Chicken, and Sole Fish Chilli Garlic.
  • DEL – the bistro, that serves Salads, Appetizers, Main Course, Desserts etc. 

Check out the full menu here: Home Delivery Menu

Locality Covered by Roseate House for Delivery

Currently, Roseate House is delivering within the radius of 15 km from their location and following are some areas covered by them:

  • Chanakyapuri
  • Westend, Shanti Niketan
  • Anand Niketan
  • Vasant Vihar
  • Westend Green Farms
  • The Green Farms and
  • Grand Westend Farms

Customers can place their orders through:


In the end, I can say that I am impressed by the efforts done by team Roseate House in these tough times and appreciate their dedication of going beyond the limits.

By Rishabh K Sharma

Rishabh is a hospitality professional with a pinch of marketing.

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