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  • Hotel Service Blueprint

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    Zale Ezekiel
    38 views8 pages
    The document outlines the service blueprint for a hotel. It details the physical evidence, customer actions, onstage actions, backstage actions, and support processes involved at each step of a customer's stay from arrival to check out. This includes checking in at the front desk, delivering baggage to guest rooms, calling room service, food preparation and delivery, sleeping in the room, and finally processing checkout at the front desk before departure. The goal is to map the entire customer journey and experience at the hotel.

    Original Description:

    Original Title

    CSM Hotel Flowchart (Edited)

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    The document outlines the service blueprint for a hotel. It details the physical evidence, customer actions, onstage actions, backstage actions, and support processes involved at each step of a customer's stay from arrival to check out. This includes checking in at the front desk, delivering baggage to guest rooms, calling room service, food preparation and delivery, sleeping in the room, and finally processing checkout at the front desk before departure. The goal is to map the entire customer journey and experience at the hotel.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    38 views8 pages

    Hotel Service Blueprint

    Uploaded by

    Zale Ezekiel
    The document outlines the service blueprint for a hotel. It details the physical evidence, customer actions, onstage actions, backstage actions, and support processes involved at each step of a customer's stay from arrival to check out. This includes checking in at the front desk, delivering baggage to guest rooms, calling room service, food preparation and delivery, sleeping in the room, and finally processing checkout at the front desk before departure. The goal is to map the entire customer journey and experience at the hotel.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 8

    Hotel S

    Lobby and Parking Cart for Bags Desk Registration


    Physical Evidence

    Arrive at Hotel Give Bags to Bellperson Check in


    Customer Action

    Greet and take Bags Process Registration


    Onstage Action

    Take Bag to Room


    BackStage Action

    Server
    Support Process
    Registration System

    Hotel Service Blueprint


    Lobby and Parking Cart for Bags Desk Registration Elavator Hall Room
    Physical Evidence

    Arrive at Hotel Give Bags to Bellperson Check in Go to Room Ca


    Customer Action

    Greet and take Bags Process Registration Deliver Bag


    Onstage Action
    Take Bag to Room
    BackStage Action

    Registration System
    Support Process

    Hotel S

    Lobby and Parking Cart for Bags Desk Registration Elavator Hall Room
    Physical Evidence
    Hotel S

    Lobby and Parking Cart for Bags Desk Registration Elavator Hall Room
    Physical Evidence

    Arrive at Hotel Give Bags to Bellperson Check in Go to Room


    Customer Action

    Greet and take Bags Process Registration Deliver Bag


    Onstage Action

    Cu
    Take Bag to Room
    BackStage Action

    Server
    Support Process
    Registration System
    Hotel Service Blueprint

    Elavator Hall Room Room Menu Food

    Call Room Service to Order


    Go to Room At Room
    Food

    Deliver Bag

    Customer Collect Baggage from


    Bell Boy
    Room Service Take Order

    At Kitchen
    Chef Prepares Food &
    Delivers to Room Service

    Hotel Service Blueprint


    istration Elavator Hall Room Menu Food Room Amenities Bill Desk

    k in Go to Room Call Sevice Room and Eat Sleep and Shower Check out and leaves

    gistration Deliver Bag Deliver Food Process Checkout

    Take Food Order

    n System Prepare Food Registration System

    Hotel Service Blueprint

    istration Elavator Hall Room Room Menu Food Room & Food Bill Room
    Hotel Service Blueprint

    istration Elavator Hall Room Room Menu Food Room & Food Bill Room

    Call Room Service to


    k in Go to Room At Room Guest Receive the Food Sleep
    Order Food

    gistration Deliver Bag

    Customer Collect Baggage from Room Service Delivers


    Room Service Take Order
    Bell Boy Food to Guest

    ver At Kitchen
    Chef Prepares Food &
    n System
    Delivers to Room Service
    Room & Food Bill Room Amenities Bill Desk

    Guest Receive the Food Sleep and Shower Check out and leaves

    Line of Interaction

    Process Checkout

    Line of Visibility

    Room Service Delivers


    Food to Guest

    Line of Internal Interation

    Server

    Registration System

    Bill Desk

    Check out and leaves

    Process Checkout

    Registration System

    od Room & Food Bill Room Amenities Bill Desk


    od Room & Food Bill Room Amenities Bill Desk

    vice to
    Guest Receive the Food Sleep and Shower Check out and leaves
    od

    Line of Interaction

    Process Checkout

    Line of Visibility

    Room Service Delivers


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    Food to Guest

    Line of Internal Interation

    en Server
    Food &
    Registration System
    m Service
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