Submitted by: Submitted by tillkat
Views: 554
Words: 2775
Pages: 12
Category: Business and Industry
Date Submitted: 08/30/2011 04:46 PM
| | 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...