ABSTRACT
A menu, a chair or a waitress, for example, are all touchpoints that make up a restaurant service. Designing hospitality processes is about creating these touchpoints and defining how they interact both with each other and with the user. An important part of designing great service is determining who the users of that service will be – guests, employees or suppliers. Job design is the way in which a company structures the content and environment of individual staff member’s jobs within the workplace, and the interface with the technology or facilities that they use. The use of design tools and methods can deliver an in-depth understanding of user behaviours, likes and needs, which allows new solutions to be developed. Identify potential service bottlenecks – the service designers can design the service in such a way as to avoid identified possible service failures; this can improve the quality of the service and the customer experience.
