Review the blueprint of the restaurant visit in Figure 8.6. Identify several possible “OTSUs” (“opportunities to screw up”) for each step in the front-stage process. Consider possible causes underlying each potential failure, and suggest ways to eliminate or minimize these problems.

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Time Line Front Stage Service Standards and Scripts Physical Evidence Line of Interaction Contact Person (Visible actions) F -Line of Visibility- Contact Person (Invisible actions) Line of Internal Physical Interaction ACT 1 Supports Processes Response Time Script for Taking Reservation W Make Reservation Sound and Tone of Voice Accept Reservation, Confirm Date, Time, Party Check Availability, Insert Booking Maintain Reservation System Time Script for Greeting Guests and Taking Car Valet Parking Nature of Neighborhood Building Exterior Appearance of Employee Greet Customer, Take Car Keys W Take Carto Parking Lot Maintain (or rent) Facilities Time W Script for Taking Coats Coatroom Coatroom Employee Other Coats Greet, Take Coat, Give Coat Checks Hang Coats with Visible Check Numbers Maintain Facilities/ Equipment