GROUP 8 - THE SERVICE BLUEPRINT - RESORT BOOKING
1. The steps that provide the service
Stage 1 – Reservation and Arrival
• Customer books room (via website, phone, or travel agent)
• Booking is confirmed by the resort
• Booking is entered into the reservation management system
• Customer arrives at resort
• Staff greets guest, guides to reception
• Reception checks booking and confirms identity
Stage 2 – Check-in and Orientation
• Guest checks in and receives room key/card
• Front desk processes check-in, gives key, provides information about facilities and activities
• Room status is updated
• Guest arrives at the room
• Bellhop escorts guest and carries luggage
• Room is checked by staff
Stage 3 – Stay and Experience
• Guest uses services (spa, pool, dining, tours, etc.)
• Housekeeping cleans room daily, spa/restaurant staff provide services
• Service schedule is created, staff coordinated
Stage 4 – Check-out and Departure
• Guest checks out, pays, and leaves resort
• Bellhop assists with luggage
• Front desk receives payment and prints bill
• Invoice is updated if needed
• Guest gives feedback
• Staff collects feedback
• Feedback data is entered
2. The Service Blueprint
3. The most important customer contact
- The most important customer contact in a 5-star resort service is the check-in
experience.
- This is the first in-person interaction the customer has with the resort. A
smooth, friendly, and professional check-in sets the tone for the entire stay. If
guests feel welcomed and valued, they are more likely to enjoy the rest of the
services. Any delay, confusion, or impolite staff at this point may lead to
dissatisfaction even before they reach their rooms.
4. The possible failures and Poka-yokes
STEP
FAILURE
POKA YOKE
Booking
Guest selects wrong date or Booking system includes
room type
double confirmation step to
verify all info
Confirmation Received
Email lands in spam or is not Send both SMS and email
delivered
confirmation with link to
check status on website
Check-in
Guest waits too long, staff Auto queue system
enters wrong info
check-in via QR code
Luggage Handling
Wrong luggage delivered
Using Resort Facilities
Guests don’t know service Digital map or app shows
hours or booking process
schedule, opening hours,
and live availability
&
Each luggage tagged with
QR code; scanned and
checked before delivery
Housekeeping
Staff might interrupt guests provide DND indicators and
during rest
app-based
housekeeping
scheduling
Check out
Miscalculated charges due to Attach RFID tags to
manual errors or missed service amenities (e.g., minibar,
usage
room
service)
to
automatically track usage
and charge accurately
Feedback Collection
Guests skip giving feedback or Mini survey with small
forget
reward points to encourage
completion
Staffing Schedule
Too few or too many staff Use labor management
during peak/off-peak hours; software with automated
delays in service
alerts for understaffing or
overstaffing risks
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