Mid-terms

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Across
  1. 5. Important information you learned from the guest
  2. 7. Staying one step ahead of the guest
  3. 8. Comprises 67% of total audit score
  4. 9. Addresses accuracy, completeness and timeliness of service delivery
  5. 12. Categories of the guest experience
Down
  1. 1. Comprises 3% of the total audit score
  2. 2. Maintaining an ecological balance
  3. 3. Enhances overall sense of well-being of the guest
  4. 4. Personalizing guest experience
  5. 6. What to do when guest's name is hard to pronounce
  6. 10. Comprises 70% of the total audit score
  7. 11. Level of quality to meet to earn desired rating