Introduction

In last few decades’ development and competition has increased at a very fast rate
in hotel industry. Quality customer service and wellbeing of customers are the critical
aspects of this competition. Hotels along with beautiful rooms have to think about
exceptional customer service to survive in the market. This report provides the
customer service provided by Mantra Group hotels. Customer service blueprint
(figure 1) shows the various stages of customer check in and how these stages
occurred in order. The main activities are taken place in Front stage and back stage
stages. Various functions are shown in the blueprint and explained further in details.

While checking in time, it is the first time when a customer comes across hotel
premises and reception staff and have a first impression about the hotel. The first
impression received by a customer have a great influence on customer. If customer
feel happy after come across the first impression, the customer will leave the hotel
with a smile while check out due to a satisfied feeling. The first impression customer
has about hotel is affected by many things such as physical evidence which includes
building looks, employees uniform, process of check in, parking space etc. This
report describes the blueprint of arrival and check- in process of mantra Hotel group,
customer service and how front and back stage activities take place.

Service Blueprint
Different aspects of customer service in a process which repeats again and again
can be shown by blueprint. Blueprint represents the process from customer point of
view, not the organisation’s. Main aspects of the service blueprint are front and
backstage activities, physical evidence and various other things which customer
interact with. The interaction mainly takes place between employees (or website)
and customers. Blueprint presents the actual picture of various activities and how
they occur in a particular organisation. Functions of different service acts are shown
in the blueprint in figure below.
 Mantra Hotel Customer Service activities flow chart

Add Cart for Elevator

bags to
Make Arrive Go to
Customer bell Check in
at hotel room
action reservation
person

Progress
Greet and registratio
Front stage
take bags

n
Make Take
Make
reserva bags to
backstage up
tion for room
room
guests

Enter Update Register

This report exhibits the guest service process of Mantra clarified with the assistance
of a blueprint. As a specific accommodation service association, Mantra Hotel was
chosen. Mantra group has a second greatest lodgings chain in Australia to give
accommodation service to visitors. The blueprint demonstrates the different
exercises occurring at various stages at Mantra lodging. These exercises can be
arranged as physical evidence, frontstage actions and backstage activities. Stream
outline portrays the linkages between various exercises, which are explained in this
report.
Front stage and back stage functions
Arrival stage is one of the most important act of customer service at Mantra, because
it creates the first impression on customer mind about Manta hotel. Mantra has a
beautiful interior, well dressed employees and comfortable car parking space to park
the car. when guests arrived. If the customer has booked the room online, after
arriving to the Mantra reception only customer makes first face to face interaction
with employees. For walk in customers, coming direct to the reception is the actual
face to face encounter. Mantra facilitate online, email, on call and walk-in bookings
for comfort of customers. Once the guest reach to the reception for registration, at
this time customer actually starts making impression about hotel in their mind. The
well trained front desk staff, beautiful interior and a proper registration process at
Mantra makes its guest feel happy and satisfied about their stay.
The first function of frontstage activities is greeting the guest. When the guest arrived
at Mantra he/she gets attention immediately even if there is a line at reception or
employee is on phone. This makes every guest feels special. The special 10/10
customer greeting rule apply in Mantra. The initial segment of the principle
expresses that a client's impression of a whole stay is, to an expansive degree,
controlled by the initial 10 minutes upon arriving. The second part depicts that the
group ought to welcome a client 10 feet (around 3 meters) before the client achieves
the front work area. Ismail additionally, says that "a worker who starts a discussion
with a visitor at any rate10 feet away makes a good impression. While welcoming the
guest, the registration procedure itself begins. The receptionist experiences the most
imperative parts of the reservation with the client, while the client fills in the
registration form, if not filled in previously. At this stage different payment options are
explained to the customer. After the registration is completed and filled in, the
assistant gives the guest the room key, which was booked as per the guests’
requirements and instructions. The registration stage closes by directing the client on
finding the room. Following paragraphs explain the blueprint of Mantra hotel group
Physical evidence
Physical evidences are the things which customer come across, when he/she make
their first visit. It can be a website, advertisement, parking, employee dress,
elevators, hallways and rooms model. These features of physical evidence attract
the customers. Mantra group has a beautiful building with comfortable parking
space. The dressing sense and an efficient working environment makes the guests
feel happy and comfortable. Arrival stage is one of the most important part of
customer service, and Mantra group has outperformed in maintaining the arrival
comfort to customers.

Customer Action
As the reservation process is online, this can be done by customer from anywhere.
Customer reservation is confirmed by the backstage staff and a confirmation email is
send to the customers. After parking, customer arrive at hotel and handover their
luggage to bell person. Mantra has a system in place to collect customer luggage
from parking and maintain the safety and security of the luggage. Further, customer
action proceeds to check in which is confirmed by processing the registration.