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Driftwood Shores Resort: Guest Stay Service Blueprint, Answer booking…
Driftwood Shores Resort: Guest Stay Service Blueprint
Answer booking questions
by phone or message
Welcome guest; issue key;
explain directions
Answer guest questions
about room
Listen and explain next
steps;
provide assistance
Explain charges;
ask about stay
FRONSTAFE EMPLOYEE ACTIONS
PHYSICAL
EVIDENCE
Website and room photos;
booking confirmation
Parking, signs, lobby
and room key
Bedding, carpet, odor,
furnishings and view
Phone, staff appearance
and replacement linens
Itemized bill, receipt
and feedback request
Customer Actions
Compare options;
reserve a room
Arrive; confirm booking;
collect room key
Enter and inspect room;
unpack
Report cleanliness issue;
request help
Review bill; share
feedback;
leave
BACKSTAGE
EMPLOYEE ACTIONS
Record reservation
and guest requests
F1: Clean, inspect and
release room before key
issue
Update assigned-room
status and log defects
F2: Assign complaint task;
track and verify resolution
Record feedback; update
room status
SUPPORT
PROCESSES
Reservation system;
payment processing
Room-status system;
staff scheduling
Laundry; cleaning supplies;
maintenance support
Task log; linen inventory;
service recovery guidelines
Billing system;
feedback records
F1: ROOM READINESS
F2: COMPLAINT RESOLUTION
BOOK
CHECK IN
ENTER ROOM
REPORT A PROBLEM
CHECK OUT