I'll choose a high-contact service, specifically a hotel, to provide roles, scripts, and describe

the front stage, back stage functions, and the servuction system architecture.

**Hotel Service:**

**Roles:**

1. **Front Desk Agent:** This role involves welcoming guests, checking them in, providing
information about the hotel and its amenities, and assisting with any guest requests or
concerns.

2. **Housekeeping Staff:** Housekeepers are responsible for cleaning and maintaining

guest rooms, ensuring they are tidy, well-stocked, and meet the hotel's cleanliness
standards.

3. **Concierge:** The concierge assists guests with booking reservations, arranging

transportation, recommending local attractions, and providing information about the area.

4. **Room Service Attendant:** This role takes orders from guests for in-room dining,
delivers food and beverages, and ensures guest satisfaction.

5. **Bellhop/Porter:** Bellhops assist guests with their luggage, provide directions, and
offer general assistance with guests' needs.

**Script Example:**

*Front Desk Agent:*

Guest: Good evening, I have a reservation under the name Smith.
Front Desk Agent: Welcome, Mr. Smith. Let me check you in. Here's your room key, and we
have complimentary breakfast from 7 to 10 AM. Enjoy your stay!

**Front Stage Functions:**

- **Guest Interaction:** Interactions with guests occur in public areas, such as the lobby
and dining areas.
- **Hospitality Services:** Services like check-in, concierge assistance, and room service are
performed in front of guests.
- **Guest Experience:** Ensuring guests have a positive and memorable experience during
their stay.

**Back Stage Functions:**

- **Housekeeping:** Cleaning and maintaining guest rooms behind the scenes.

- **Kitchen and Food Preparation:** Preparing meals and beverages for room service.
- **Inventory Management:** Ensuring sufficient supplies and amenities are available.
- **Maintenance:** Repair and upkeep of the hotel's infrastructure.
**Servuction System Architecture:**

- **Service Environment:** The hotel's physical space, including the lobby, rooms, dining
areas, and facilities.
- **Customer Contact Points:** Locations where guests interact with staff, such as the front
desk, concierge desk, and restaurant.
- **Front Stage Personnel:** Staff directly interacting with guests, including front desk
agents, concierges, and servers.
- **Back Stage Personnel:** Staff who work behind the scenes to support the front stage,
such as housekeepers, chefs, and maintenance crews.
- **Service Processes:** The flow of service delivery, including check-in/check-out, room
cleaning, and food preparation.
- **Physical Evidence:** Tangible elements like room keys, menus, and hotel decor that
contribute to the guest experience.
- **Service Quality:** Ensuring high-quality service through training, monitoring, and
feedback.

In summary, a hotel's front stage functions involve guest-facing roles and services, while
back stage functions are essential for maintaining the hotel's operations. The servuction
system architecture combines these elements to create a seamless and memorable guest
experience.