Service delivery program for a hotel

Paper instructions

Objective:
To utilize front office systems to create an enhanced guest experience that aligns with the
company culture and mission, so to ensure a memorable experience.

Assignment:
You are required to create a service delivery program for a hotel of your creation designed to
ensure that each guest leaves with a memorable experience of their stay with you. Your goal will
be to follow the path of the guest from check in to check out to create personal/memorable
experiences at every turn. You must create at least one strategy paired to each Moment of Truth
that the guest is expected to experience during his or her visit. You must assume that the guest will
use every amenity of the hotel. Remember that the goal is to make each guest feel special.

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• Our full-service hotel will be called round point. I am in charge of creating a memorable experience for the outdoor section which includes water sports, jet ski, fishing, reefs, snorkel rentals and spa cabin (aka the water sports booth).

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