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A SERVICE BLUEPRINT WITH PROCESS ENHANCEMENTS4Hilton Hotel Service BlueprintPhysical EvidenceOnline hotelsearchHotel exteriorparkingLobby/waiting areaElevators,hallways, roomBath, TV, Bed, AmenitiesMenuWait timeFood and DrinkRestaurants & BarLaundry BagMeeting& Business centerWait for BillCustomerActionsRSVNArrive at hotelCheck-inGo to roomShower, Sleep, Lounge, pool, spaCall Room ServiceReceive foodEatOrder/ self-eserviceEatDrop and receiveAttend ameetingCheck-out and leaveOn stage contact personGreet guestand process registrationDeliver foodTake OrderEatDeliver LaundrySecretarial ServiceProcess Check-outBack stage contact personMake an RSVP for guestFAssign guest roomsTake FoodorderFSet up meeting roomSupportProcessCentral RSVN SystemRegistration SystemFPreparefoodFLaundrySystemFRegistration& BillingSystemF[POSSIBLE FAIL POINTS (F)]Line of InteractionsLine of VisibilityLine of Internal Interaction
A SERVICE BLUEPRINT WITH PROCESS ENHANCEMENTS5The service blueprint that I created for the Hilton hotel shows the entire process that the hotel goes through while providing services to their customers. The blueprint shows the daily process of a customer checking into the hotel all the way through checkout, with the most typicalsituations taking place. The blueprint also shows the steps in the process that are not likely to contain situational errors. The mistake proofing process is the use of any method or automatic device that makes it impossible for an error to occur or helps to detect the error immediately within a process. The mistake proofing process is central to the hospitality service industry because it is important to be able to fix mistakes quickly and adequately.