Developing a Service Blueprint: A Case Study of Windsor Hotel

This report provides a comprehensive service blueprint for the Windsor Hotel, a renowned five-star establishment in Melbourne. It outlines the customer journey from initial reservation to checkout, detailing onstage and backstage workforce actions, lines of visibility and internal interaction, and support processes. The blueprint emphasizes the use of poka-yoke systems to prevent errors and ensure consistent, high-quality service delivery. Specific examples include a bell signal to alert staff to guest arrivals and a luggage labeling system to prevent mix-ups. The report concludes that adherence to the service blueprint and implementation of poka-yoke tools are crucial for maintaining customer satisfaction at the Windsor Hotel. Desklib provides this assignment solution and many other resources for students.

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

SERVICE BLUEPRINT 4
The procedures that prevent mistakes at Windsor hotel
Windsor hotel uses the poka-yoke system to eliminate errors in the delivery of
customer services (Juneja, 2018). The poka-yoke systems have enabled the hotel to offer
high-quality services to the customers. The error prevention mechanisms assist the hotel to
perform all the necessary actions required when delivering the services. The poka-yoke tools
alert the employees when a stage does not go as planned and offer corrective actions to solve
the problems.
One of the poka-yoke tools employed at the hotel includes the use of a bell signal to
alert the arrival of customers. The bell rings at the reception once the customer enters the
gate. The receptionists positioned at the entrance receives the guest with a bouquet of flowers
and gives the direction of the registration activities. The bell rings automatically and informs
the employees when the guest arrives. Therefore, the bank does not suffer problems of failure
to attend to customers who arrive unnoticed. The bell also helps to ensure that the guest gets
quick attention even when the employees perform other activities that could cause less
attention to the customers (Suzanne de Treville, 2018).
Moreover, the hotel has put a system of labelling customer luggage according to the
hotel numbers. The system prevents the loss of customer goods due to confusion and mixing
up with other goods (Boag, 2018). The mix up results in customers losing or mistaking
luggage when leaving the hotel. Therefore, Windsor hotel has implemented the labelling
system to ensure that the customers crosscheck products with the room numbers to identify
correct luggage.
Conclusion
Windsor hotel has maintained high-quality services over the years due to adherence to
the service blueprint. The service blueprint enables the customers to participate in the
activities to ensure success. On the other hand, the employees understand the actions to take

SERVICE BLUEPRINT 5
when satisfying customer needs. The Windsor hotel has also installed poka-yoke tools to
improve customer services by reducing errors. Therefore, the Windsor hotel service system
results in the total satisfaction of the customers.

SERVICE BLUEPRINT 6
References
Boag, P. (2018). Customer Journey Mapping: Everything You Need to Know. Retrieved May
14, 2018, from https:www.sailthru.com
Juneja, (2018). Management Study Guide. Retrieved from Management Study Guide
Website: https://www.managementstudyguide.com
Suzanne de Treville, T. B. (2018). Journal of Operations Management. Elsevier, 61(1).
Retrieved from
http://www.elsevier.com/wps/find/journaldescription.cws_home/523929/
description#description
The Windsor Melbourne. (n.d.). Retrieved from The Hotel Windsor:
https://www.thehotelwindsor.com.au