Service Organization: Hilton Hotel - Analysis of Front Stage and Backstage Flow Charts

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Service organization, Hilton hotel.
Introduction
The service organization is an organization that offers an assurance to its customers or
clients. It gives a distinction between the users and the providers of the service. Stickdorn, M.
and Schwarzenberger, (2016 p.850) the front stage reflects the association of the client or the
customer with a given service while the backstage is that part of the organization which is
valuable to the consumer but the customer cannot see. This organization mainly conduct their
functions and operations through departmental coordination that is the front stage and the
backstage, by developing and delivering their products and services to their customers. These
organizations perform analysis by considering their customers or visitors needs and
requirements. Taking Hilton hotel in Australia as my life service organization, this essay will
take the analysis of the front stage flow chart and the backstage flow chart of this
organization, explaining the importance of the various services encounters by the customers,
taking the analysis of the implications on the management by considering the service flow
chart for various situations and providing the required information concerning planning of the
service activity (Hill, 2017p.90).
The flow chart of the services
Jia, Gosling and Witzel, (2017 p.39) Hilton hotel designs and develop their flow chart
of the service according to the standards of the service, customers' expectations, culture, and
the service quality of their competitors. In my observation and understanding of the Hilton
hotel, the major activity done from the front stage is developing an interaction-based area
with their visitors and customers, collecting details about their customers and reporting to the
backstage department so that the expected service is delivered.

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Hilton hotel front stage department service flow is as follows, it consists of customer
interaction services, reservations making, checking in services, operating area, information
sharing area, waiting and planning area and checking out details (Hill, 2017p.91).
Customer interaction
This is a method used by most organizations in order to know their customers well, as
well as customers can help provide information, ideas, and suggestions that can be useful to
the success and survival of the organization. Customer interaction can help a business to
achieve customer satisfaction, helps to improve the training methods since most of the
customer interaction areas have calls being recorded and this can help in training others.
Radnor, (2014 p.402) it can also improve the recovery of customers, this means calling back
your customer from going to a different organization, there is improved employee’s moral. If
all the employees and the management are dedicated to improving the service delivery to the
customers through customer interaction, the employee's moral will be raising and finally,
there is an improvement in the procedures of operations.
Making a reservation.
This is where a customer can book a service prior to the date required especially when
in tight schedule or if the customer wants to relieve himself or herself from stress especially
from a busy organization like Hilton hotel. This can be done through online, calls or the
company website (Hill, 2017p.98).
Check-in
This is the process of making known your arrival at the hotel. This involves collecting
the customer information and the type of services they need. Bailey, (2017p.63) the
information collected is useful to the backstage since it forms the basis of service to the
customer.

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Operating room.
This is a room where customers or visitors perform their activities or even taking a
rest at the end of the day. It is usually a service and most customers need a quality standard of
this rooms with various services provided therein. It is helpful to the management since they
will be able to know the kind of services their customers need. Likewise, this information can
be used in decision making (Hill, 2017p.96).
Sharing of information entails one on one communication in various way, for
instance, through cell phones, emails or by word of mouth. Ayres, (2017 p.92) Waiting and
planning area is a place where a customer can relax from while waiting to be served. The
place should be accommodative and designed in a way that customers cannot get bored. It is
important to have such places because it can act as a knowledge-based area where you can
help your customers to know about your organization in a better way by ensuring the relevant
information about the organizations is available in the wholes or in any form like brochures.
Finally, the check out information. Mostly it is obtained during the checking in time.