UNITED INTERNATIONAL UNIVERSITY
Service Blueprint of InterContinental Hotel
Course No: SCM 4313
Submitted To:
Dr. Saad Hasan
Associate Professor
School of Business and Economics, UIU
Submitted By:
Name Student ID Remarks
Lailatul Barat Nijhum 111 201 187
Md Yeasin Ebine Faruk 111 202 100
Syada Tasmiah Haque Eyana 111 202 122
Shejuti Naushin Rahman 111 211 066
Rafsun jani jisun 111 212 006
Section: A
Semester: Fall 2024
Date of submission: January 28th, 2025
Service Blueprint for One-Night Stay at InterContinental
Hotel
Introduction to InterContinental Hotel
The InterContinental Hotel is a globally renowned chain of luxury hotels under the
InterContinental Hotels Group (IHG), known for its exemplary hospitality and world-class service
standards. Established in 1946, the brand has become synonymous with elegance, comfort, and
innovation, operating in over 60 countries worldwide. Each InterContinental property, including
the iconic InterContinental Dhaka, reflects a blend of local culture and international luxury,
catering to both business and leisure travelers.
Located in the heart of Dhaka, InterContinental Dhaka offers a perfect combination of
convenience, sophistication, and comfort. The hotel boasts state-of-the-art amenities such as
premium rooms and suites, diverse dining options, meeting spaces, a spa, and recreational
facilities. Its commitment to delivering personalized service ensures a memorable stay for every
guest. This report focuses on the service blueprint for a one-night stay at the hotel, outlining its
processes and identifying its strengths and areas for improvement.
Service Blueprint for one night stay in InterContinental Hotel
Blueprint Sum
The service blueprint for a one-night stay at InterContinental Hotel is a structured representation of
the customer journey, highlighting the touch points and the actions taken by both staff and guests.
The service blueprint for an overnight stay at the InterContinental hotel illustrates a meticulously
designed guest journey, emphasizing luxury and efficiency at every step. The process begins with
the guest making a reservation, confirmed through backstage systems supported by advanced
software and internet processes. Upon arrival, the guest is greeted with a visually appealing
environment, including the hotel’s exterior, parking, and lobby decorations, which reflect the
brand's luxury image. Hotel staff promptly welcome the guest, collect their luggage, and provide a
welcome drink to create a sense of comfort and hospitality. During check-in, the guest completes
formalities using software systems that ensure a smooth allocation of their room. The guest is
escorted to their room, where their luggage is delivered as part of personalized service. For
additional requests, the guest can call room service, which triggers backstage preparations by the
kitchen or relevant departments and onstage delivery by staff, ensuring responsiveness to their
needs. The stay is enhanced by comfortable amenities, including the room’s design and bathroom
facilities, followed by a complimentary buffet breakfast, which involves backstage kitchen
preparations and attentive onstage service. The experience concludes with a smooth checkout
process handled efficiently by the front desk using supporting systems. The seamless transitions
between customer actions, staff interactions, and backstage processes demonstrate
InterContinental’s commitment to providing an exceptional, personalized experience that leaves
guests feeling valued and satisfied, solidifying its reputation as a leading luxury hotel brand.
Service Process Types
This chart explain the four main types of service processes based on two factors. Which is process
variety and volume per unit. The main four types of service process are capability, complexity,
simplicity and commodity. The one-night stay at InterContinental Hotel aligns with the Capability
Process because it involves high customization, expertise, and guest interaction across various
touch points, all of which require flexibility and skilled execution. It is distinct from the simplicity
or commodity processes, which are more standardized and repetitive.
