Blueprint

| | Hotel exterior parking | Carts for bag | Desk registration papers lobby key | Elevators Stairs |

| Service standards and scripts | *Time *Script for greeting guests and taking car | | *Time *Script for taking coats | |

Front stage | Physical evidence | *Nature of neighborhood*Building exterior *Appearance of employee | | *Front desk *Employee *other coats | *Hotel room décora *Furnishings*Staff, other customers |

| Customer actions | Arrive at hotel | Gives bags to attendant |

| Check in |

| Go to room |

| Line of interaction | 　 | F

F

　 | 　 | 　 |

| | | | | |

| Front stage contact

(visible actions) | | | | |

| Employee action

(invisible actions) | | Greet & take bag | F

F

Process registration | |

| Line of visibility | 　 | | 　 | 　 |

| | | | | |

Backstage | Back stage contact | | | | |

| Employee action | 　 | 　 | 　 | Take bags to room |

| | | | | |

| Support processes | | | Registration system | |

Blueprinting a full-service hotel experience

Timeline ACTI

Room amenities/bath room | Menu | Delivery tray/ food appearance | Food | Bill desk/lobby hotel exterior parking |

| *Time *Script for greeting guests, taking order | *Time *Script for correct way to serve meal | | *Time* Script for presentation *Bill format/accuracy *Script for car delivery and good-bye |

*Appearance/demeanor of staff | *Food taste, quality | *Building exterior *Employee |

Receive bags/shower/sleep |

| Call room service |

| F

F

Receive food | Eat | Check out/leave |

|

　 | 　 | 　 | 　 | F

F

　 |

| | | | |

| | | | |

Deliver bags | | Deliver food | | Process checkout |

　 | 　 | 　 | 　 | 　 |

| | | | |

| | | | |

　 | Take food order | 　 | 　 | 　 |

| | | | |

| Prepare food | | | Registration system |

| | | | |

| | | Fail points |

Blueprinting a full-service hotel experience (Continued)

2. What is the service...