Prepare a Service Blueprint with Process Enhancements
This hotel service blueprint shows the steps involved in the reservation and stays in a hotel. It focuses on the delivery of services and maximizing the satisfaction of the customers. The blueprint is divided into columns, each tackling a service category. The actions of the customers are in one column to enable complete tackling of the user actions. The same applies to the other columns. The five components of the service blueprint are:
- Customer actions
- Visible actions taken by employees
- Employee backstage actions
- Support processes of the hotel
- Service physical evidence
The hotel reservation system has various checks that minimize the chances of errors during booking and other processes. When a guest registers, they are given a unique code which is automatically generated when making reservations. The additional information about the reservation, such as the date of travel, room service and additional facilities, is saved into a database. The customer billing is linked to their unique ID. The management can utilize this information to make an analysis of the customer trends, such as the frequency of booking and the ways to improve the services offered to them.
The second check to minimize error is freezing booked rooms (Shahin & Ghasemaghaei, 2010). The hotel reservation system freezes the rooms which the customers have booked to prevent the possibility of two customers booking the same room. The room is reserved for a specified time, preferably three hours after the expected arrival time of the guest. This minimizes the chances of chaos during arrival and ensures a smooth stay.
Hotel Service Blueprint
Shahin, A., & Ghasemaghaei, M. (2010). Service poka yoke. International Journal of Marketing Studies, 2(2), 190.
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Week 3 – Assignment: Prepare a Service Blueprint with Process Enhancements
This assignment challenges your ability to identify, capture, sequence, and align process activities in a way that enables clear communication of the process and visibility to all activities, including those that are unseen by the customer. Create a service blueprint that depicts an overnight stay in a nationally-recognized hotel chain. Your blueprint should capture the process, which begins with a client’s call to the reservationist and ends with checkout and departure the following day.
In addition to your service blueprint, prepare a brief description of two procedures that prevent or block mistakes in the hospitality service process. These process applications are commonly referred to as ‘poka-yokes’ – roughly translated from Japanese into English as ‘error or mistake-proofing’.
Length: Your Service Blueprint should span 1-2 pages and may be built using any program of your choosing. It must be accompanied by a one-page description of your mistake-proofing process enhancements indicated above, including in-text citations. Include a brief introduction that broadly describes the contents of your assignment.
Your response should demonstrate thoughtful consideration of the ideas and concepts presented in the course by providing new thoughts and insights relating directly to this topic. Your response should also reflect professional business writing and current APA standards. Be sure to adhere to Northcentral University’s Academic Integrity Policy.