Analysis of Supplementary Services in the Service Industry

This assignment provides a detailed analysis of supplementary services within the hotel industry, breaking down the customer experience into fourteen distinct steps, from arrival to departure. Each step is examined for both facilitating and enhancing supplementary services, highlighting customer support, welcoming, and information provision. The assignment identifies specific services like bellhop assistance, check-in procedures, room service, and wake-up calls, categorizing them as either facilitating, which directly aid the primary service, or enhancing, which improve the overall guest experience. This structured approach offers insights into how hotels can optimize their service delivery at each touchpoint to ensure customer satisfaction. The analysis covers a range of services, including luggage handling, room preparation, order taking, and billing, offering a comprehensive overview of the guest journey.

Service Industry
(Supplementary services)
Student's name
Institution Affiliation

Step 1: Arrive in the cab
Facilitating supplementary services: There are four facilitating supplementary services in this
step
Customer support: The guest arrives at the hotel, and the bellhop open the door of the cab
Customer welcoming: The bellhop in the hotel greets the guest after opening the door of the cab.
Customer support: The bellhop picks the luggage and escorts the guest to the reception desk.
Enhancing Supplementary Services: The enhancing supplementary service in this step is to make
sure that the bellhop is waiting at the hotel entrance.
Step 2: Check-in
Facilitating supplementary services: There are three facilitating supplementary services in this
step
Customer welcoming: The receptionist greets the guest, helps with check-in and hand out the
card key to the room
Pre-customer service: Before check-in, the receptionist verifies the reservation
Pre-customer service: The attendant makes sure that the room is ready
Enhancing Supplementary Services: The enhancing supplementary service in this step include
cleaning and preparing the room before the guest arrives, and maintaining room
assignment plan.
Step 3: Go to the room

Facilitating supplementary services: There are three facilitating supplementary services in this
step.
Customer support: The bellhop picks the luggage.
Customer support: The bellhop escorts the guest to the room.
Information: The receptionist shows the room's features to the guest.
Enhancing Supplementary Services: There are no examples of enhancing supplementary services
in this step.
Step 4: Unpack and place valuables in a safe deposit box
Enhancing supplementary services: There are three enhancing supplementary services in this
step.
Customer support: Placing hangers in the closet
Information: The attendant provides instructions to the guest on how to use the safe deposit box
near the box.
Pre-customer service: The receptionist verifies that the safe deposit box works properly before
the guest arrives.
Facilitating Supplementary Services: There are no examples of facilitating supplementary
services in this step.
Step 5: Shower, dress up and go to the meeting
Facilitating supplementary services: There is only one facilitating supplementary service in this
step.

Availing customer services: The receptionist ensures that the room has water for the guest to
takes a shower, dresses up, and go to the business meeting
Enhancing Supplementary Services: The enhancing supplementary services in this step include
placing clean towels and supplies in bathroom and laundry towels.
Step 6: Request room service.
Facilitating supplementary services: There are three facilitating supplementary service in this
step.
Order taking: The guest make online booking of the room after the meeting is over.
Order acceptance: The receptionist greets the guest and takes the order.
Making order: The receptionist places the order with the kitchen.
Enhancing Supplementary Services: The enhancing supplementary service in this step is to place
a copy of menu somewhere visible,
Step 7: Room service
Facilitating supplementary services: There are four facilitating supplementary service in this
step.
Order making: Guest makes an order of the type of food he wishes to eat to the hotel attendant.
Order delivery: The hotel attendant delivers the order to the room.
Placing an order: The receptionist places the order with the kitchen.
Food servicing: The hotel attendant picks the food ordered and serves the guest.

Enhancing Supplementary Services: The enhancing supplementary services in this step include
preparing an order, maintain kitchen, storing and purchasing food.
Step 8: Relax watching TV with a drink
Facilitating supplementary services: There is only one facilitating supplementary service in this
step.
Information: The guest watches TV after dinner.
Enhancing Supplementary Services: The enhancing supplementary service in this step are
verifying TV works, placing remote in the bedside table, placing drinks and snacks in the
minibar.
Step 9: Request wake-up call
Enhancing supplementary services: There are four enhancing supplementary service in this step.
Information: The guest request for information regarding the wake-up alarm before falling sleep.
Customer attendance: The receptionist attends the guest to take note of the wake-up call request.
Information: The systems set the alarm for guest to wake up at 7:00 am.
Information: The system maintains the wake-up call system.
Facilitating Supplementary Services: There are no examples of facilitating supplementary
services in this step.

Step 10: Sleep
Facilitating supplementary services: There is only one facilitating supplementary service in this
step.
Customer service: The attendant ensures the bed is prepared for the guest to sleep.
Enhancing Supplementary Services: The enhancing supplementary services in this step are
placing clean sheets in bed, verifying bed is made correctly and well laundry sheets.
Step 11: Wake up
Enhancing supplementary services: There are two enhancing supplementary services in this step.
Information: The system provides ringing alarm in the next morning at 7:00 AM and the guest
wakes up.
Customer support: The receptionist calls the guest at 7:00 am as requested.
Facilitating Supplementary Services: There are no examples of facilitating supplementary
services in this step.
Step 12: Breakfast
Facilitating supplementary services: There are four facilitating supplementary service in this
step.
Customer service: The attendant sets up the table for the guest.
Customer service: The attendant arranges food and drinks for the customer.
Customer service: Replenish food and drinks

Customer service: The attendant prepares breakfast for the guest.
Enhancing Supplementary Services: There are no examples of enhancing supplementary services
in this step.
Step 13: Check out
Facilitating supplementary services: There are three facilitating supplementary service in this
step.
Service availability: The attendant ensures the food is available for the guest to eat in the hotel,
packs, and prepares to check out.
Customer service: The receptionist presents the bill to the guest, calls a cab, and bids the
customer goodbye.
Customer service: The receptionist verifies the records to prepare the bill and charges the total to
the guest's credit card.
Enhancing Supplementary Services: There are no examples of enhancing supplementary services
in this step.
Step 14: Leave
Facilitating supplementary services: There are two facilitating supplementary service in this step.
Customer departing: The customer leaves the hotel after bill verification.
Customer support: The bellhop escorts the guest to the cab, places the luggage in the trunk and
wishes the guest a safe travel.

Enhancing Supplementary Services: There are no examples of enhancing supplementary services
in this step.