Importance of Service Flowchart in Service Organizations: A Case Study of Hilton Hotel

Service Marketing Relation 1
Reflective Marketing Relation

Service Marketing Relation 2
Executive summary
The essay was developed with an aim to understand the importance of front stage and back
stage flow chart in the context of the service organization like Hilton. For this purpose, the
flowchart is prepared and the significance of service encounter was also analyzed along with
the managerial implication. It was found that the flowchart are beneficial in manage the
services and information related to them efficiently in accordance with the international
standards of Hotel industry and satisfying the needs of the customers in an efficient manner.
It can be concluded that service encounter and managerial implications are beneficial
effective in addressing the customer needs and manage the service level in accordance to
them. It can be recommended that Hilton shall use flow charts for front and back operations
and use management and use direct, indirect, and remote interaction as well as management
approach in executing the operations effectively.

Service Marketing Relation 3
Table of Contents
Executive summary....................................................................................................................2
Introduction................................................................................................................................4
Flowchart....................................................................................................................................5
Flow chart for front stage:......................................................................................................5
Flow chart for back stage.......................................................................................................6
Explanation of the service encounter significance.....................................................................7
Managerial implication:.............................................................................................................7
Conclusion..................................................................................................................................9
References................................................................................................................................10