A Study on Service Blueprint for The Langham Hotel in Melbourne

Running head: SERVICE MARKETING
Topic: Service Marketing
Name of the Student:
Name of the University:
Author’s Note:

1SERVICE MARKETING
Executive Summary
Service blueprint demonstrates the ways in which an entity offers its service to the customers. This study
is concerned with the service blueprint and service marketing of The Langham Hotel in Melbourne. The
study has demonstrated the service blueprint of the hotel and described the components of the service
blueprint to assess its customer service level. Based on the assessment, the study has also provided
effective managerial recommendation to the hotel to improve its service level.

2SERVICE MARKETING
Table of Contents
1.0 Introduction...........................................................................................................................................3
2.0 Service Blueprint...................................................................................................................................4
3.0 Components of Blueprint.......................................................................................................................5
4.0 Description of Service Process and Customer Segment.........................................................................5
4.1 Description of Service Process..........................................................................................................5
4.2 Customer Segment.............................................................................................................................5
5.0 Description of Service Blueprint Component........................................................................................6
5.1 Process of Registration......................................................................................................................6
5.2 Greetings and Taking Bags................................................................................................................6
5.3 Managing Bags..................................................................................................................................6
5.4 Preparing and Delivering Foods........................................................................................................6
5.5 Process Checkout...............................................................................................................................6
6.0 Conclusion and Managerial Recommendations.....................................................................................7
Reference List.............................................................................................................................................8