hsp101 service leadership hospitality and tourism program

Step 1
Identify the service process to be blueprinted, (for example: reservations, check in, room service, concierge). (Write this part directly on the excel template)
Step 2
Identify the target customer of the service (what is the age/gender/occupation of the customer,
for example: GENDER: Male/Female, AGE: 18-25, OCCUPATION: full time Seneca student in the Hospitality and Tourism Program
) details are provided in the Target Customer Profile example below, please identify/include the target customer directly on the excel template.
Step 3
Create the customer service blueprint process from the customers point of view (using the excel template provided)
Step 4
Blueprint ONE fail (F) and multiple wait (W) points in the customer service process with an F or a W.

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