Service Blueprint for Windsor Hotel: Steps from Booking to Checkout

SERVICE BLUEPRINT 1
Service blueprint at the Windsor hotel
Name of student
Name of instructor
Name of institution
Date

SERVICE BLUEPRINT 2
Introduction
The Windsor hotel offers five-star services and is located in the premier Melbourne
city (The Windsor Melbourne, n.d.). The hotel is within walking distance from the luxury
boutiques of Collins Street and picturesque gardens. Windsor hotel has operated since 1883
and has elegant rooms with beautiful configurations and architecture. The hotel has hosted
various celebrities and members of royal families. The customers get the best meals made
from Australian recipes and spices. The hotel has kept the tradition of offering high-quality
services to the customers for many years (The Windsor Melbourne, n.d.).
The assignment focuses on the development of a blueprint for a nationally renowned
hotel. The service blueprint should describe the steps taken by a customer from the booking
stage to the checkout stage. The service blueprint plays the important role in directing the
hotel employees on how to serve the customers. The customers also use the service blueprint
to familiarise with the various processes involved during service delivery. At Windsor Hotel,
the customer initiates the service by making a call for reservation and the reception staff
confirms the booking. The hotel employees perform various activities from the check in to
the check out period to ensure the customer’s satisfaction.
Furthermore, the service blueprint also requires to identify the various controls put in
place to prevent mistakes in service delivery. The controls eliminate possible failures that
could lead to customer dissatisfaction. The control procedures referred to as poka-yoke
ensure the uniformity of services quality. Windsor hotel has put various control procedures,
which have enabled the maintenance of high-quality services.

SERVICE BLUEPRINT 3
The Windsor hotel service blueprint
Line of visibility
The line of internal interaction
The service blueprint explanation
The Windsor hotel service blueprint begins with the customer’s call to book a
reservation. The customer then arrives at the hotel on the day of the appointment. The hotel
employees perform various activities such as confirming and registering the customer in the
system. The customer heads to the allocated room where the room services deliver meals and
drinks. The customer spends time at the hotel and checks out on the final day. The hotel
employees deregister the customer from the system during check out.
Call for
reservation Arrive at
the hotel Check-in Checkout
Call room
service
Go to room
and receive
a meal
Receive meal
and eat
Customer’s
action
Greetings and
taking of
luggage
Registration of
customers Process the
customer
checkout
Deliver meals
and drinks
Workforce
onstage
actions
Take the food
order
Confirmation
of reservation
Backstage
actions
Support
processes
Registration
system Prepare food Registration
system