Group 4 - SERVICE MANAGEMENT ASSIGNMENT

Akarsh Kapoor, Aniket Bhukhmaria, Chahhak Gupta, Jaspal Narula, Riya Sharma,Shubhangi Mehta, Sharit Bhatia,

MBA 2020-2022

SERVICE BLUEPRINT for Hilton Green Hotel

Physical Evidence

Baggage Desk , paper Elevator, Room

Ad Exterior Restauran Room Bill, Lobby,
Cart/ Bell work, lobby , Hallway Ameniti
Website Parking t Menu Service Check out
boy key. room es

1 2 3 4 5 6 7
Customer
Actions Check in, Call room Using
Bell boy Room and
Make Arrive at Room service, order
carries Check out
Reservation hotel entrance, food, receive Hotel
bags amenities
receive bags it,

Line of Interactions

Front
Stage Greet and take Check in process
Deliver Bags Deliver Food Process Check out
bags registration

Line of Visibility

Back
Stage Cleaning and sanitizing Taking Bags to the
Make reservation for guest
the room room

Line of Internal interaction

Support
Processes Reservation Processing Security System
Registration System Registration System
Food Order management.
. System
 Selects the desired
Hotel

Finds Hotel on website

and compares

User Searches for

Hotel on computer.

Identify possible points of failure

 Exterior Parking – overcrowding of parking lot

 Elevator – Elevator is in out of order.
 Room service – Delay in delivering the food, not providing food in its appropriate temperature.
 Make reservation – wait list (overbooking)
 Valet (Car visible check) & Metal detector check (Bomb Checking)
 Frisking
 Reception ID check and process
 Staff uniform check
 Kitchen check
 Security •
 Garden maintenance
 Over all hygiene
 Server down which may delay check out and check in process and early departure process
 Cleaning of rooms isn’t done as per expectations of guest or turn down service not yet done
 Track on illegal activities done in hotel by Guest Room attendant
 Room inspection by Assistant Housekeeper manager when guest departure by ensuring there is no
damage done by guest in hotel room
The above 5 highlighted are the points that we believe are required to have a check sheet in order to provide
proper service to the customers.