Across
- 2. Information given about a customer experience
- 4. How food, drinks, or staff appear
- 6. The overall standard of service provided to guests
- 7. The speed of service delivery
- 10. An expression of dissatisfaction
- 11. The atmosphere or mood of a venue
- 12. The overall guest journey
- 13. Expected levels of performance
- 16. The state of being clean and hygienic
- 17. How well staff notice and respond to guests
- 18. How a problem is solved
- 19. The way a guest is welcomed on arrival
Down
- 1. A booking made in advance
- 3. A list of food and drink options
- 5. Conduct and behavior expected in service roles
- 8. Friendly and generous treatment of guests
- 9. Encouraging guests to purchase additional items
- 11. Correctness of orders or service
- 14. Employees working at a venue
- 15. Delivering the same standard every time