The flags on the roof of Harrods are fluttering in the spring wind and from my window I can see the familiar red London buses and black cabs inching their way down the Brompton Road. But the rush of people going about their daily business seems a million miles away as I sit in a stress-free zone - a place dear to the hearts of many Qataris - Chapati & Karak.
The London branch opened just two months ago and already has a very ‘settled’ feel.
This oasis of calm right in the heart of Knightsbridge will be instantly familiar to anyone visiting from Doha: the cosy booths decorated with delicate fretwork panels and peacock motif picture windows, the traditional Arabic majlis, the elongated curved spouts of the teapots, the mellow lighting and the beguiling music from Sout al-Khaleej radio. Above all there is the welcoming atmosphere and, of course, the delicious piping-hot chapatis, sweet or plain, and all important rich, milky reviving tea.
Needless to say, the winning ingredients that add up to success don’t just happen by chance. That becomes obvious during Gulf Times’ meeting with food and beverage manager of Aspire Katara Hospitality (AKH), Ioannis Tsigkakos, and general manager of Chapati & Karak, London, Sachin Nair.
Tsigkakos is in London to work alongside new manager Nair to ensure that all the key elements are running smoothly.
Sachin Nair: focus on personal service
Of the business to date, Tsigkakos said: “It’s going very well - we are very busy and when the weather warms up in a few weeks’ time we will be even busier as we will be placing seven tables outside for customers to sit in the sunshine.”
Asked to describe the appeal of the restaurant, he said: “The key attraction, apart from the menu, is the ambience - it’s like home away from home.”
Tsigkakos, a native of Greece, has 32 years of experience in the food and beverage business. He has worked in Germany and Athens, and for the past nine years has been in Doha with AKH which is also behind the famous Fish Market and Seafood restaurant L’wazaar, and the Turkish Ottoman-themed Sukar Pasha Ottoman lounge.
Nair, originally from Kerala in South India, has two decades of experience including managerial roles in five star hotels. He once ran his own restaurant in India and has lived in
the UK for the past 15 years.
Asked about the qualities that contribute to a successful restaurant he said: “Personal service is very important. Anyone who walks through that front door is my guest. And if that guest comes back - we have succeeded.”
Tsigkakos added: “We already have guests who come in every day and the staff know them by name and know their preferences so they don’t even have to order - their food is just brought to their table.”
Nair observed: “It makes people feel at home when we know their name and where they prefer to sit. However busy we are we should not lose that touch.”
The head chef and two senior chefs, who are British Indian, and recruited in London, spent a month in Doha to ensure that the service provided is an exact match to that in Qatar. As Tsigkakos said: “Consistency is very important; visitors from Doha will find the product is exactly the same, and served in the same way.”
The busiest time of the day for Chapati & Karak is between 4pm and 10.30pm. The restaurant seats 50 customers but can accommodate up to 70 during the peak times. To avoid people queuing, the restaurant has a system that notifies customers by text when their table becomes free so they can go about their business in the upscale neighbourhood without wasting time.
One key difference between Doha and London, Tsigkakos explained, is that in the Qatari capital people can draw up in their cars and have their order delivered on the spot just like in a drive through. That, unfortunately, is not possible on the Brompton Road which might come to a halt if that were allowed!
About 80% of the customers are from the Middle East and there is also a growing interest from local people and tourists.
When the restaurant first opened the seating consisted of long benches but these have been replaced with spacious individual chairs at separate tables. This layout has proved popular with customers, especially ladies who prefer to have privacy.
There is a very warm atmosphere and even people sitting alone look very comfortable and relaxed.
Tsigkakos explained: “We have brought the mentality that we have in Qatar. Qatar is a very safe country; women with children can walk freely outside and nobody will bother them - there is no crime. We have brought that environment here.”
Customers also have the opportunity to learn a little more about Qatar. They can browse through the large picture books placed within easy reach in the alcoves, which describe some of the key attractions, including the Museum of Islamic Art and main tourist destinations.
So with London proving that Chapati & Karak is a concept that travels well - are there plans for further international outlets? Tsigkakos would not give details but said: “Our mother company has great plans, not only for Qatar but also for abroad. For the moment our focus is on London but there are expansion plans.”