Service Operations of Hilton Sydney Hotel: Front Stage and Backstage Activities

Running head: SERVICE MARKETING
Service Marketing
Student’s name:
Name of the university:
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1SERVICE MARKETING
Executive Summary
The purpose of the paper is to highlight the service operations of the Hilton Sydney Hotel.
Service designs are mainly two types; front stage and backstage activities. In front stage
operation, the customers can interact with the service firm and in backstage operations; the
staffs may not interact with the customers. In this paper, both front stage and backstage
operations of Hilton Hotel Sydney are depicted with flowcharts. Hilton Hotel Sydney is a
five-star hotel with the perfect planning of the front stage and backstage operations. In front
stage operations, the staffs have to face the service encounters and these service encounters
are very important due to the long-term branding of the service firm and customer
satisfaction. The managerial implication is associated with the customer interaction and
management cannot underestimate the importance of customer interaction.

2SERVICE MARKETING
Table of Contents
Introduction................................................................................................................................3
1. Flowchart of the front stage and backstage services..............................................................3
Backstage operations..............................................................................................................3
Front stage operations............................................................................................................4
2. Explanation of the significance of the service encounter.......................................................5
3. Analysis of managerial implications......................................................................................6
Conclusions................................................................................................................................6
Reference List............................................................................................................................7