Biltmore ~ Service Standards, Core Values, Service Recovery

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Across
  1. 3. Apologize sincerely for the problem without _____or defensiveness
  2. 4. _____ guests' expectations
  3. 6. Core Value that starts with the letter I
  4. 9. _____ the problem by taking responsibility to fix it
  5. 11. Understand and _____ guests' needs
  6. 12. Core Value that starts with the letter H
  7. 14. listen attentively, gather information, and show _____
Down
  1. 1. Thank the _____ for bringing issue to our attention, and follow up with your supervisor
  2. 2. _____ that our guests have good intentions
  3. 5. Core Value that starts with the letter S
  4. 7. Serve our guests and each other with a _____ spirit
  5. 8. Core Value that starts with the letter C
  6. 9. Greet our guests with warmth, sincerity, and a _____
  7. 10. Core Value that starts with the letter E
  8. 13. _____ our guests for their visit, and invite them to return