Service Blueprint of Hilton Hotels: A Study in Tourism and Hospitality Management

Running head: TOURISM AND HOSPITALITY MANAGEMENT
TOURISM AND HOSPITALITY MANAGEMENT
Name of the Student
Name of the University
Author Note

TOURISM AND HOSPITALITY MANAGEMENT1
Table of Contents
Introduction................................................................................................................................2
Service Blueprint of Hilton Hotels.............................................................................................2
Physical evidence:..................................................................................................................2
Customers Action:..................................................................................................................3
Front stage Action:.................................................................................................................3
Backstage Action:..................................................................................................................3
Support Processes:.................................................................................................................3
Recommendation........................................................................................................................4
Conclusion..................................................................................................................................4
Reference....................................................................................................................................5

TOURISM AND HOSPITALITY MANAGEMENT2
Introduction
The aim of the report is to depict the service framework of Hilton Hotels and describe
the essential steps actions taken by each of the involved members. The service blueprint chart
of Hilton Hotels is presented in the report with the actions and functions of involved
members in the service chain. Hilton Hotels is a chain of hospitality services and have a
specified service functions according to the sectors of the operational framework.
Service Blueprint of Hilton Hotels
Service blueprint is a presentation of service list and behaviour rendered to customers
of the company (Hossain, Enam & Farhana, 2017). There are basic complexities in
understanding the needs of customer and complying with their expectations. The analysis
depicts the gap of perfect services. Customer feedback is either collected during their time of
departing from hotels or at their convenient time.
The (F) are points subjected to failure
Figure: Hilton Hotels Service Blueprint
(Source: Hilton.com. 2019)