The Impact of Service Blueprint Strategies on Hotel Customer Relations
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Service Blueprint Strategies for Hotel Customer Relations
By [Student’s Name]
Course Code and Name
Professor’s Name
University
City and State
Service Blueprint Diagram for the Excelsior Hotel
| CUSTOMER PHYSICAL EVIDENCE | Hotel Exterior Parking | Cart for Bags | Desk, Registration papers, Lobby, key | Elevators Hallways Room | Cart for Bags | Room Amenities Bath | Menu | Delivery Tray Food Appearance | Food | Bill, Desk, Lobby, Hotel, Exterior parking |
| Arrive at Hotel Check out and Leave Eat Receive Food Call room Service Sleep Shower Receive bags Go to Room Check in Give bags to Bell person | ||||||||||
| CONTACT PERSON (Back stage) (On stage) | Greet and take Bags Process Registration Deliver Bags Deliver Food Process Check Out | |||||||||
| Take Bags to Room Take Food Order | ||||||||||
| SUPPORT PROCESSES | Registration System Prepare Food Registration System | |||||||||
| This symbol shows where the critical incidents that led to the guests’ dissatisfaction occurred |
Summary of critical incidents
From the case study, there are several critical incidents that led to the…
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