Hotel Sydney Airport Service Blue Print

Running head: HOTEL SYDNEY AIRPORT SERVICE BLUE PRINT
Hotel Sydney Airport Service Blue Print
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HOTEL SYDNEY AIRPORT SERVICE BLUE PRINT 2
Introduction
In the consumption of Hotel Sydney Airport services, the following processes of action
that start from customer arrival to the checkout stage after being served to leave the hotel is
illustrated in the blueprint. According to Kazemzadeh, Milton & Johnson (2015), a blueprint
contains horizontal and vertical dimensions that illustrate the chronology of action carried out by
the client and the provider of the services. These get depicted by the horizontal axis showing the
processes from the entry to the exit and the areas of action get delineated by the vertical lines
(Kazemzadeh, Milton & Johnson, 2015).
The Props and Physical Evidence
In the hotel, it was evident that the props as well as physical evidence impact on the client
and the perception of the services provided as well as the facility. Things like exterior parking
counter/lobby, hallways, menu, appearance, and billing have great influence on the customer’s
feeling in the hotel (Bitner, Ostrom & Morgan, 2008). The management needs to ensure that
these contact points have visible and attractive.
The line of Customer Interaction
It is where there is the separation of customer actions from the services providers and
systems. It entails onstage and backstage. On the onstage and backstage contact, there is full
customers view. In hotel Sydney Airport blueprint these are greeting and directing, registration
and process check out for onstage and in backstage there taking bags to the room and taking
client’s order. It is under these actions, the customer interacts with the service providers.
Through the interaction, the customer is able to know more about the hotel, the services as well
as getting to see the standard of services provided (Radnor et al., 2014).
Line of Visibility