Sage Hill In Case Study

Using the service blueprint, make a list of all the potential key service failure points and the associated customer expectations. For example a service failure point with expectations is: check$-$in should be fast and hassle free. You should find $10$ to $15$ service failure points.

For each service failure point in question $2$ is it self$-$service or service provided by the hotel, and is it high$-$contact or low$-$contact service? DOes this indicate any possibilities for improvement?