As a hospitality leader, you should know that the key element of a flawless service experience is the service delivery system. The system needs to be checked proactively for root causes of problems, and solutions should be implemented immediately to avoid future problems. Taking a closer look at some elements of the four main stages of the guest experience cycle (Pre-Arrival, Arrival, Stay, and Departure) will help plan a successful system.

Portfolio Project Description:

For Portfolio Project Part 3, you will look into these 5 areas of the guest experience (the cycle of service):

1. Pre-arrival: Airport pick-up request
2. Arrival: Room assignment (Check-in)
3. Arrival: Baggage Handling
4. Stay: Concierge Services
5. Departure: Bill Settlement
6. First, think of where service delivery system flaws might undermine successful operation at each of these stages.
7. Then, come up with an example for each of the 5 stages above and provide a paragraph on possible troubleshooting steps to be taken in order to handle each potential failure point. There should be a total of five paragraphs, a paragraph for each stage.

Refer to these sites for additional resources:

https://www.hospitalitynet.org/opinion/4087001.html

https://www.servicethatsells.com/blog/guest-experience-loyalty/

https://q4launch.com/blog/guest-life-cycle/

https://en.loungeup.com/blog/5-recurring-problems-in-the-hotel-industry-that-frustrate-guests