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.
The Windsor hotel service blueprint Line of visibility The line of internal interaction
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.
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.
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 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.
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