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  • Hotel Services: By-Gitika Sikka Suraj Rakhyani Khushi Gupta Shreya Agarwal Prabhanshu Tripathi

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    Prabhanshu Tripathi
    5 views7 pages
    The document describes the key touchpoints in a hotel service experience for a student group visiting Shanghai. It outlines the physical evidence at the hotel including the hostess desk, lobby, rooms, and parking. It then maps the line of interaction for the customer journey, from arrival and check-in where reservation is confirmed and room keys given, to students going to their rooms. It also identifies the on-stage contacts like the hostess who greets customers, and backstage contacts like housekeeping and support processes like the hotel reservation system and room cleaning. The timing of key stages is also noted from early morning check-in to checkout after breakfast.

    Original Description:

    China hotel services

    Original Title

    Hotel Services

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    The document describes the key touchpoints in a hotel service experience for a student group visiting Shanghai. It outlines the physical evidence at the hotel including the hostess desk, lobby, rooms, and parking. It then maps the line of interaction for the customer journey, from arrival and check-in where reservation is confirmed and room keys given, to students going to their rooms. It also identifies the on-stage contacts like the hostess who greets customers, and backstage contacts like housekeeping and support processes like the hotel reservation system and room cleaning. The timing of key stages is also noted from early morning check-in to checkout after breakfast.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    5 views7 pages

    Hotel Services: By-Gitika Sikka Suraj Rakhyani Khushi Gupta Shreya Agarwal Prabhanshu Tripathi

    Uploaded by

    Prabhanshu Tripathi
    The document describes the key touchpoints in a hotel service experience for a student group visiting Shanghai. It outlines the physical evidence at the hotel including the hostess desk, lobby, rooms, and parking. It then maps the line of interaction for the customer journey, from arrival and check-in where reservation is confirmed and room keys given, to students going to their rooms. It also identifies the on-stage contacts like the hostess who greets customers, and backstage contacts like housekeeping and support processes like the hotel reservation system and room cleaning. The timing of key stages is also noted from early morning check-in to checkout after breakfast.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 7

    Hotel Services

    ByGitika Sikka
    Suraj Rakhyani
    Khushi Gupta
    Shreya Agarwal
    Prabhanshu Tripathi

    Days Hotel Fortune


    Shanghai Bund

    Holiday Inn

    Physical
    evidence

    Hostess
    desk lobby
    uniform

    Lobby area

    Rooms

    Customer(Lin Arrive at the


    e of
    Hotel
    interaction)

    Reservation
    confirmed,
    paper work
    and room
    keys.

    Group
    collected in
    the lobby
    area, keys
    given to
    individuals.

    Enter the
    room

    On stage
    Contact
    person

    Greeted by
    the Hostess.
    Paper work
    done

    Tour operator
    handed over
    the keys to
    the students

    Students
    went to their
    respective
    rooms.

    Backstage
    contact
    person

    Server
    notified of
    the arrival of
    the group.

    Support
    process

    Hotel
    Parking

    Hotel
    reservation
    system

    Housekeepin
    g cleaning
    the rooms
    before the
    arrival of the
    group

    Housekeepin
    g informed of
    the arrival of
    the group.

    Timing -

    6:00 am

    7:30 - 8:30
    am

    8:45 am

    Physical
    evidence

    Hotel room

    Dining area

    Hotel parking Hotel room

    Checking of
    the room
    keys. Then
    have
    breakfast.

    Group
    collected in
    the lobby
    area, ready
    to leave for
    industrial
    visit.

    Customer(Lin
    Wake up call
    Physical evidence
    e ofHotel Parking
    Hostess desk lobby uniform
    interaction)

    Lobby area
    Rooms
    Customer(Line of interaction)
    Arrive at the Hotel
    Reservation confirmed, paper work and room keys.
    Group collected in the lobby area, keys given to individuals.
    On
    stage
    Recorded
    Greeted by
    Tour operator
    Enter the room
    Contact
    the Hostess. coordinates
    person
    On stage Contact calls
    Greeted by the Hostess. Paper work done
    person
    Room key
    the group.
    students
    Tour operator handed over the keys to the
    check.
    Students went to their respective rooms.
    Backstage
    operator Head chef
    Coach Driver
    person
    Backstage contactCall
    Server notified of the arrival of the group.
    contact
    Housekeeping informed of the arrival of the group.
    person
    Support process
    Hotel reservation system
    Housekeeping cleaning
    rooms before
    the arrival
    of the group
    Support
    Hoteltheserver
    Hotel
    kitchen
    Orbit

    process

    9:00 pm

    Enter the
    room

    Students
    went to their
    respective
    rooms.
    Housekeepin
    g informed of
    the arrival of
    the group.
    Lift,
    housekeepin
    g.

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