Blueprint of Cape House, Bangkok

Four major action areas are indicated on the Cape House's blueprint in this assignment, and they
are separated by three horizontal lines. The four areas of action include customer actions,
personnel actions on stage and off stage, and support process. The three horizontal lines,
however, are the lines of internal interaction, visibility, and interaction. At every stage of the
procedure, the physical proof of the service from the perspective of the client was also visible.
We must put ourselves in the position of the consumer in order to deliver excellent service. So,
the customer's perspectives are used to build the blueprint. Initially, before the guests arrive at
the hotel, they will see the sign board indicating the route to the hotel, and if they are driving,
they can park their car in the hotel parking. Then, the service staff, including the bellboy and the
receptionist, will extend a warm greeting to them.

They will then proceed into the lobby to receive the bell service. The bellboy will provide a
luggage cart and assist the visitors in gathering and delivering their bags to their rooms. The
guest will then continue with the registration process at the desk to check-in, pay the hotel cost,
and receive their access card and bill at the same time.
They will next proceed to the hotel room that was allotted to them based on their preferences.
The room itself, as well as the elevators and passageways they will utilize, serve as actual proof
in this process. The housekeepers, who clean the room before the next visitor arrives, are the
invisible contact employees who perform the room cleaning support services. The bellboy will
deliver their stuff to the rooms shortly after they entered their respective rooms. Since the guests
wouldn't have to see the bellboy until they were at their doors, he serves as both a visible and
invisible contact person in this step. They will then rest or take a bath. Essentially, all the
amenities are included in the room, but if guests still need any, they can request extras by calling
the housekeepers.

After they have slept, they are welcome to stay and play or swim in the hotel's outside area. The
lifeguard will be present to keep them safe, and they will see a swimming pool with lounge
chairs set up next to it.
Additionally, customers have the option to purchase from the menu that is available in their room
by calling room service.

After that, the waiter or waitress will send the orders to the room. The food is prepared in the
hotel kitchen as a support procedure for the waiter or waitress who delivers the meal, who is
regarded as the invisible contact employee activity.

The visitor will eat breakfast in the hotel restaurant the following morning. The food and drinks,
tables and chairs, as well as the appearance of the restaurant, will be there to serve them as
physical evidence, as will the waiter and waitress. The chef serves as the kitchen's unseen point
of contact, and the style of the kitchen, including its layout and cleanliness, serves as its support
system. They will then check out of the hotel before noon. They'll need to present the bill. The
registration system also supports this procedure. They will then go to the final phase, when the
bellhop will assist them in sending their belongings to their automobiles so they can leave the
hotel.
The initial encounter with the check-in process is at the reception desk, where delayed
registration procedures or service problems during peak season will result in a long line for
checking-in. The system could even malfunction due to power outages.
The shortage of personnel during the busiest time of year may also contribute to this failure. As a
result, this may cause guests to be dissatisfied or, worse, it will cause chaos or a disturbance at
the hotel. This is an illustration of an inevitable failure.
In addition, the second encounter takes place at the bell service. As the first person the guest
would encounter before going to the reception desk to check in, the bellman has a particularly
important function among the others. A bellhop's duties include greeting visitors as they arrive
and assisting with loading luggage onto a trolley. Sometimes it's because it's peak season and
there are a lot of bags that need to be handled and looked after by the bellmen. Failure may occur
as well. They might either recorded the customer's luggage wrongly or they missed the records
and delivers to the wrong room. Moreover, during peak season it also cause late luggage delivery
to the customers because of lack of bellman service staffs. This failure can be avoided if the staff
put on extra care on labeling the luggage or bring the record with them during the delivery of
luggage to the customers.