Service Blueprint the Guest Flow
Use a service blueprint lens to separate guest actions, front-stage work, back-stage work, and support processes.
A service blueprint shows why "work harder" often misses the real service constraint. Customer Actions Write what the guest does in sequence: arrives, waits, orders, asks a question, pays, complains, leaves. This row keeps the map honest because it follows the guest's experience, not the pub's org chart. Front-Stage Work Capture what staff do in view of guests. Greeting, queue acknowledgement, menu explanation, table check, apology, payment, and farewell all sit here. These moments shape trust because guests can see them. Back-Stage Work Capture staff work that guests do not see: printing tickets, restocking glassware, checking cellar levels, splitting bills,…
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