1.

 Kristen should recommend to the general manager to accept the hotel reservation through
online because it will make it easier for customers to book especially when they are in different
parts of the place. They should also make sure that the booking through online will be trouble-
free also without duplication and the number of each room is different to avoid confusion.
Booking the hotel through online will be accessible for the customers especially, when in remote
areas. Both the customer and the hotel get the advantage of booking through online. As of Meral
Yurdagul the writer of the Tools and Techniques for Implementing International E-Trading
Tactics for Competitive Advantage, customers prefer online booking because there is potential
in visualizing travel destination with interactive tours.

2. The service blueprint is a representation of the connectivity of a service and customer. It’s like
map where you can see the customer’s experiences and what else it needs to improve; it also
takes the planning and organizing the methods to improve the customer and worker experience. 
It seems to be a record of customers’ experiences when they avail a negotiations or service and
how staffs interact with customers. However, this blueprint is less visible to customers only the
manager and the employee only. The service blueprint helps to improve a situation because it
detects the shortcomings and inaccuracies in a service therefore they can improve their bad
actions towards providing customer service.

3. The gap in the service quality that Bill Foster experienced is that the Excelsior Hotel did not
perform the service that they were supposed to provide to Bill Foster just like the failed checking
in at the airport consequently; it caused difficulties to the passenger. Another problem was the
lack of people to check besides, the front desk doesn’t take much care of the customers, even
though there are many of them but it is still going on and on. After all, even though the hotel is
big, there is no staff to accommodate the customers to carry their belongings. Moreover, their
bookings were very chaotic therefore they had a double booking. According to the Report book
written by Israel Comptroller’s Office, The staff needs training therefore they can fulfill and
provide a good quality service in different tasks.

4. The Excelsior Hotel had a service failure due to the fact that this hotel did not perform the
services they promised to provide to their customers, just like what happened there with Bill
Foster, that no one took care of them and then they couldn't entertain properly because of the
lack of staff and the lack of training of the staff who work here. The good thing to do to improve
their service is that they should increase their staff so that it does not clutter the work. Lastly,
they need to train their staff before accepting it so that they are able to perform the different
tasks also so that they can do it properly in order to provide good quality service.