Discuss the critical points within service delivery process

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Reference no: EM13939973

Fit Independent Traveler Hostel (FIT) will be an accommodation, café and restaurant services organization. The hostel will be located in the Gold Coast hinterland rainforest. The owners aim to build the hostel in a wilderness location while also making it easily accessible for guests to and from the coast and surrounding locations. FIT hostel aims to provide guests with a premium authentic hosteling experience in a unique environment, with multiple opportunities for new experiences and interactions while still catering for the budget of most types of travelers, backpackers, holiday makers or even those wishing to escape for the weekend. The owners agree with Johns (1999) who states "The most important thing in a hotel industry are Location, amenities, atmosphere, attraction and the most important is the price which should be affordable".

As part of the core service for accommodation there will be 4 x 8 people, 4 x 6, 4 x 4 as well as private twin share, singles and 3 x family bungalows. There will also be camping facilities for tents and motorhomes with both powered and non-powered sites. These accommodation options will vary in price accordingly. As part of the core service for the restaurant/cafe budget-friendly quality affordable meals, snacks and drinks will be available. The restaurant/cafe aims to provide diners with a relaxed, casual atmosphere in the unique surrounds of the Gold Coast hinterland. It will be capable of seating a total of 50 guests at any one time and will include a lounge area. In addition a self-catering kitchen will be provided for the budget conscious.

Several peripheral services will be provided. Outdoor activities will be offered that cater for all types of travelers including bushwalking, wildlife viewing, day trips to the self-sustained hinterland communities, bike hire, rock climbing, abseiling and many more. We believe by providing this service we will be going above and beyond to provide a quality customer service experience to our guests. Transport to and from Gold Coast airport and other limited stops will be provided at an additional fee to assist guests getting to and from the hostel. Bookings for this service must be made in advance.

Primarily our competitive advantage will stem from the wide range of accommodation facilities on offer that cater for a wide range of budgets. This can be achieved by the level of experience the guest chooses. Volunteer work will also be available to guests in exchange for accommodation which includes cleaning, helping in the kitchen and general duties.

Activity--Construct a simple blueprint for one service process in your organisation. Identify and discuss the critical points within the service delivery process that are likely to have a significant bearing on the customer's experience. Clarify why these points in the process are particularly important and how you would manage them.

Reference no: EM13939973

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