A SERVICE BLUEPRINT WITH PROCESS ENHANCEMENTS 4 Hilton Hotel Service Blueprint

A service blueprint with process enhancements 4

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A SERVICE BLUEPRINT WITH PROCESS ENHANCEMENTS 4 Hilton Hotel Service Blueprint Physical Evidence Onlin e hotel search Hotel exterior parking Lobby/waitin g area Elevators, hallways, room Bath, TV, Bed, Amenities Menu Wait time Food and Drink Restaurant s & Bar Laundry Bag Meeting & Busines s center Wait for Bill Customer Actions RSVN Arrive at hotel Check-in Go to room Shower, Sleep, Lounge, pool, spa Call Room Service Receiv e food Eat Order/ self- eservice Eat Drop and receive Attend a meeting Check- out and leave On stage contact person Greet guest and process registratio n Deliver food Take Order Eat Deliver Laundry Secretaria l Service Process Check-out Back stage contact person Make an RSVP for guest F Assign guest rooms Take Food order F Set up meeting room Support Process Central RSVN System Registratio n System F Prepare food F Laundry System F Registration & Billing System F [POSSIBLE FAIL POINTS (F) ] Line of Interactions Line of Visibility Line of Internal Interaction
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A SERVICE BLUEPRINT WITH PROCESS ENHANCEMENTS 5 The 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 typical situations 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.
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