Across
- 5. Important information you learned from the guest
- 7. Staying one step ahead of the guest
- 8. Comprises 67% of total audit score
- 9. Addresses accuracy, completeness and timeliness of service delivery
- 12. Categories of the guest experience
Down
- 1. Comprises 3% of the total audit score
- 2. Maintaining an ecological balance
- 3. Enhances overall sense of well-being of the guest
- 4. Personalizing guest experience
- 6. What to do when guest's name is hard to pronounce
- 10. Comprises 70% of the total audit score
- 11. Level of quality to meet to earn desired rating