Hospitality Chapter 2 Vocabulary

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Across
  1. 4. someone who purchases products or services from a business
  2. 5. an interaction between a guest and a staff member
  3. 7. the positive feeling guests have about a business that meets their needs
  4. 9. the area in a hospitality business that guests usually see
  5. 10. a time when customer's experience makes a bigger impact on guest satisfaction
  6. 11. a customer who purchases products or services from a hospitality business
  7. 12. a written plan designed to help staff members provide quality guest service
  8. 13. the ability to put yourself in someone else's shoes and know how that person feels
  9. 14. service that meets or exceeds customer expectations
  10. 15. the informal conversation people have about their experiences with a business
Down
  1. 1. an employee who can anticipate guest needs
  2. 2. the total guest experience with the business
  3. 3. an activity that is done for another person
  4. 6. the area in a hospitality business that guests usually do not see
  5. 8. maintaining current guests