Across
- 5. Action that shows warmth and presence during a conversation
- 6. How to respond to unfortunate moments in service
- 8. The feeling you show when you are proud of your work
- 12. Sharing this helps uplift guests and coworkers alike
- 14. Being fully present and ready to assist
- 16. Thoughtful touches that elevate the guest experience
- 17. What you should make good moments become
- 18. A simple way to show you remember and value someone
- 20. Real-life examples that inspire great service
Down
- 1. A curious attitude that helps you learn more about your guest
- 2. Knowing this helps personalize a guest’s stay
- 3. The feeling guests should get when they feel comfortable and welcomed
- 4. A service habit that ensures the guest knows you remembered them
- 6. Doing this makes a guest feel seen and valued for who they are
- 7. The ability to meet a need before the guest mentions it
- 9. Sharing guest insights with others on your team
- 10. Knowing experiences of the property and surrounding community
- 11. Continuing contact that shows ongoing care for the guest
- 13. A basic hospitality practice when passing by or interacting with anyone
- 15. Interpreting body language and tone to understand guest needs
- 19. Why your actions in the present matter most