BM 116

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Across
  1. 2. The continuous process of maintaining and improving service delivery.
  2. 4. Checking actual performance, such as inspecting rooms.
  3. 5. Wage system for workers paid per day.
  4. 6. Checking actual performance, such as inspecting rooms.
  5. 9. Inventory method where oldest items are used first.
  6. 11. Predicting future customer demand using data and judgment.
  7. 13. Confidence, courtesy, and knowledge of staff.
  8. 16. Prediction method relying on professional insight and experience.
  9. 19. Occurs when predicted demand is lower than actual demand.
  10. 20. Providing care and individualized attention to guests.
Down
  1. 1. Setting service standards such as “rooms cleaned within 30 minutes.”
  2. 3. Method of analyzing long-term patterns like increasing or decreasing demand.
  3. 7. Ability to deliver promised service accurately.
  4. 8. SERVQUAL dimension referring to physical facilities and appearance.
  5. 10. A forecasting mistake resulting in spoilage or wasted staff hours.
  6. 12. Pay received based on hours worked.
  7. 14. Preventing problems through SOPs and proper training.
  8. 15. Extra pay for work beyond 8 hours.
  9. 17. Process of ordering, storing, tracking, and controlling stock.
  10. 18. Using past data to project future sales is an example of ______ forecasting.