Customer Service Management for Tourism and Hospitality

Customer service management
for Tourism and Hospitality

EXECUTIVE SUMMARY
The below report is all about the customer service in hospitality during the COVID -19
pandemic. In this situation how hotel manage all service of wedding and other functions. There
are various areas are covered in below report for hospitality industry such as Hotels’s
customer’s service journey for the arrival as well attendance at wedding ceremony or reception.
Physical evidence of service journey. Identify “On Stage” interactions (touchpoints) with the
team members. Identify “Back Stage” interactions. Identify support processes. Apply
knowledge to the service blueprint diagram as well include customer emotions, line of the
interaction, line of visibility or line of internal interaction where the social distancing measures
are implemented in the functions. All these are discussed in below.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................2
Examine a Hothorpe Venues customer’s service journey for arrival and attendance at the
wedding ceremony and reception...........................................................................................2
Describe the physical evidence of the service journey...........................................................2
Identify the “On Stage” interactions (touchpoints) with team members................................2
Identify the “Back Stage” interactions...................................................................................3
Identify the support processes................................................................................................4
Apply the knowledge to a service blueprint diagram and include customer emotions, the line
of interaction, the line of visibility and the line of internal interaction..................................4
Identify where the social distancing measures are implemented in the above.......................7
CONCLUSION................................................................................................................................8
REFERENCES..............................................................................................................................10