Forbes Front Office Terms

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Across
  1. 2. No call should be left on hold for this amount of time without offering a call back
  2. 4. tailoring the service to the guest’s preferences and needs
  3. 6. Guest should be escorted to their
  4. 9. After receiving payment, we should always say
  5. 10. Luggage assistance should be automatically asked for every guests
  6. 11. Luggage should be delivered promptly at
  7. 13. proactive strategy where we meet a guest's needs before they even realize they have them or express them
  8. 15. Service that is seamless, without delay
  9. 17. Items or services requested should be delivered within this many minutes
  10. 18. A personal touch at the beginning of the stay
  11. 19. words that we should never say to a guest
Down
  1. 1. An example of a fond farewell
  2. 3. The last impression is just as important as the first
  3. 5. actions that show genuine care and attention
  4. 7. Guest car should be ready and waiting at this time
  5. 8. Warmth, eye contact, and smile show genuine
  6. 12. if a room wait time is quoted, it must be honored within how many minutes?
  7. 14. The standard of remembering and using the guest’s name
  8. 16. Check in process should take how many minutes?