Type
Bingo Cards
Description

Assist a customer in juniors
Say Hello to 3 Customers
Collect Recovery at Frontline
Suggest a Loyalty Card
Respond to Cash Call
Help a Customer in Menwear
Offer Cart to 2 Customers
Help With A Carry Out
Help customer in Decor
Assist customer in Ladies
Help customer in Soft
Offer Help in Gourmet
Help Customer in Shoes
Help 3 guests find items
respond to furniture call
recover q-line
clean/fill a feature
compleate washroon check
sweep at nrt
help customer in beauty
help guest in boys/girls
smile at 3 customers
help customer in toys
show guest 1 new item

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CPR/AED Crossword

Type
Crossword
Description

Must be given by person or parent/guardian if coherent or a child Consent
Perform this after compressions and before breaths if you believe the airway is blocked Finger Sweep
Number of compressions performed for one set of CPR Thirty
Acronym used to "interview" a conscious victim SAMPLE
One way to protect yourself when giving care Gloves
Second of the 3 C's to activate EMS Call
Number of back blows and abdominal thrusts for a conscious choking victim Five
Device used to "restart" victim in cardiac arrest AED
Depth you compress an adults chest during CPR. At least ____ Two Inches
Law that protects lay responders from being sued if their service is voluntary and within guidelines of their training Good Samaritan
Position victim is placed in if breathing and has a pulse Recovery
Number of breaths given for each set of CPR Two
Blockage of blood flow to part of the heart causing that part of the muscle to "die" Heart Attack
Final of the 3 C's that you provide for the victim if permitted Care
What you do to the head if the first breath doesn't go in ReTilt
Early ______ of cardiac arrest is the first link in the Cardiac Chain of Survival Recognition
Early ______ is the 3rd link in the Cardiac Chain of Survival Defibrilation
Improper function of the hearts electrical system Cardiac Arrest
The _____ Chain of survival Cardiac
First of the 3 C's to size up the scene and the victim Check

QA S4X Behaviors Observations Bingo Cards

Type
Bingo Cards
Description

Be Warm & Friendly
Set Clear Expectations
Own It
Show Appreciation
Discover Needs
Be an XFINITY Ambassador
Listen & Respond
Make It Effortless
Used the Caller's Name
Sounded Excited About Comcast
Asked Probing Questions
Thanked Customer for Loyalty
Offered a Summary of The Call
Offered MyAccount App
Provided Caller with Empathy
Picked Up on Caller's Cues
Power Words for Confidence
Offered Personal Experience
Discussed Channel Line Up
Used Courtesy Phrases
Heard "I Love My Job" comment
Sounded Authentic & Genuine
Displayed a "Can Do" Attitude
Used Account Clues for Assist

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Hospitality Crossword

Type
Crossword
Description

Another term for a booking Reservation
A morning phone call from the front desk, acts as an alarm clock Wake up call
It is a Hotel key performance indicator calculation that shows the percentage of available rooms or beds being sold for a certain period of time Occupancy
It refers to commercial transactions conducted electronically on Internet E-commerce
An extra service or product given to guest by the hotel, typically at no extra charge Amenities
A hotel employee whose job is to assist guests by booking tours, making theatre and restaurant reservations Concierge
When a guest orders food or drink to be delivered to their room Room Service
A staff who helps guest with many different personal services; these services could range from shoe polishing to parking the guest’s car Valet
The total amount of guests a hotel can cater for at any given time Capacity
A collection of independent boutique hotels that aim to showcase some of the most beautifully orchestrated hotel experiences the world has to offer Autograph Collection
An American multinational diversified hospitality company that manages and franchises a broad portfolio of hotels and related lodging facilities Marriott
The wisdom gained through practical application Experience
An information booklet Brochures
The area where guests arrive at a hotel and check-in to their rooms Reception
To have no rooms available Fully booked
Performing a variety of cleaning activities such as sweeping, mopping, dusting and polishing Housekeeper
Someone who mixes and serves drinks to customers, alcohol or non-alcohol beverages for bar and restaurant patrons Bartender
The case where some customers with a reservation do not show up to use the room(s) reserved for them, without explicit cancellation. No-Show
One or more rooms available to accommodate guests Vacancy
A person that is currently registered to stay at a property and/or has stayed at a property Guest

Customer Service Week Crossword

Type
Crossword
Description

Recognize with gratitude; be grateful for appreciate
Transmit information communicate
A form used in making a request application
When a customer's service is not working we submit a ____ ticket trouble
Someone who pays for goods or services Customer
The opportunity to pay a bill late without having services shut off is an arrangement
Hear with intention listen
Watch your ______ when speaking to customers tone
Work done by one person or group that benefits another service
To add autopay a customer must log into smarthub
Being of service or assistance helpful
A facial expression characterized by turning up the corners of the mouth; usually shows pleasure or amusement smile
The first known use of a ______ was in 1885 phone
Customers that put their services on vacation over the summer are called snowbirds
If the caller is upset, stay calm

Chapter 11: Front Office Crossword

Type
Crossword
Description

A room where guests sleep for one or more nights. SleepingRoom
A room that customers rent for an activity. FunctionRoom
Another name for sleeping room. guestroom
The part of the hotel that handles all tasks involved in preparing and selling sleeping rooms. roomsdivision
The manager in charge of the rooms division. roomsdirector
Handles everything related to selling sleeping rooms and interacting with guests. Frontoffice
The manager in charge of the front office. frontofficemanager
The person who makes reservations when guests call the lodging property. Reservationsagent
Record that includes the guest's name, address, phone number, dates of reservation, room assigned, and any special requests. reservationrecord
A count of the number of rooms sold and the number of rooms available each day. roominventory
A person that supervises the uniformed services staff. bellcaptain
A person that takes care of all guests needs as guests arrive at the hotel. doorattendant
Responsible for helping guests with luggage in the hotel. bellattendant
A phone call placed by the hotel to the guest's room at a specific time requested by the guest. wakeupcall

Hospitality Crossword

Type
Crossword
Description

Restaurant person who is a trained and knowledgeable wine professional sommelier
A hotel employee whose job is to assist guests by booking tours, making theatre and restaurant reservations concierge
Maid in a hotel who cleans the rooms housekeeper
A person employed in a hotel to receive guests and deal with their bookings receptionist
Hotel employee who handles calls from guests who want to make a room reservation reservationist
A professional cook chef
Person who accepts orders from the dining room, relays them to the appropriate stations of the kitchen, and checks each plate before it leaves the kitchen aboyeur
Tip Gratuity
Food list Menu
Employee who delivers luggage to your hotel room porter
A place to stay with lots of rooms Hotel
Another term for a booking reservation
Head waiter Maitre d
Person responsible for washing up, cleaning and basic food preparation kitchen porter
What you need to pay at the end of your meal Bill

Customer Service Week Crossword Puzzle

Type
Crossword
Description

Your most important communication tool when you’re on the phone is your _____. voice
Another word for internal customer is _____. coworker
Taking personal responsibility for a customer’s complaint is taking _____ o w n e r s h i p
You sound more relaxed and friendly when you _____ while talking on the phone. s m i l e
You start each call with a friendly ____ g r e e t i n g
Offering a customer additional products or services is cross-selling or _____. u p s e l l i n g
With angry customers it’s important to let them do this, _____. v e n t
A positive one will make your day better. a t t i t u d e
The annual celebration of the importance of customer service is _____. (3 words). CustomerServiceWeek
Customer complaints should be seen as _____ to improve service. opportunit
Delighting your customers means _____ their expectations. exceeding
When speaking with customers you should vary the _____ of your voice. Tone
The people you serve each day. customers
Anticipating problems, heading them off and alerting customers is being _____. proactive
Treat each customer as if they’re the _____ one you’ll deal with that day. only
Customers who have their complaints satisfactorily resolved tell an average of how many people? five
The most important customer service skill is _____. listening

Answer Key Crossword

Type
Crossword
Description

Assistive device that can magnify a display supporting students with limited vision Screen magnification
Programs that can make an educated guess about the word a student is typing based on the first few letters. It can help reduce the number of keystrokes required wordpredictionsoftware
A display that responds to human touch. Rather than using a mouse or a pointer, the icon on the screen is touched. Touchscreen
Books and documents that have already been converted into or written for an electronic format Digital books
Assistive device that can magnify a display supporting students with limited vision Screen readers
Assistive devices that offer a larger surface area and larger keys than a standard keyboard for supporting students who lack fine motor skills Expanded keyboards
Assistive device, a keyboard that can be configured to an individual student's needs Customizable keyboard
An approach for gifted students that recognizes and targets instruction to varying abilities found in the same classroom Differentiated instruction
The process of building bridges from prior knowledge as a baseline and moving students beyond that point Scaffolding
An assistive device on a key board that allows students to press keys sequentially to execute functions that typically require pressing keys simultaneously Sticky keys
Hardware and software that is designed or can be used to support the needs of exceptional students Assistive technology
can assist students who can understand material at their grade level when they hear it but have difficulty with decoding and comprehending when they read it recorded books
Low tech assistive devices that are acrylic or metal covers with holes fro each key that is placed on a keyboard. The guards increase typing accuracy by allowing only one key at a time to be pressed Keyguards

WHAT ARE SOFT SKILLS? Crossword

Type
Crossword
Description

The opposite of negative Positive
To turn up the corners of one's mouth Smile
Paying attention to what one is saying Listening
To relate to another's situation empathy
The act of conveying a message to others communication
Our occupation customer service
Acquired facts and information knowledge
I am sorry, for example apology
to restate a customer's issue for clarity paraphrase
Keeping the customer on track call control
saying hello greeting
The part of your voice that should be positive tone
choices options
heartfelt; wholehearted sincere
two or more people communicating are having this conversation
the head of a group leader
amiable friendly
resolving all concerns in one interaction ocr
the loudness of a sound volume
the opposite of positive negative

Accounting Terms: Back to Basics Crossword

Type
Crossword
Description

describes the sources and uses of cash for a reporting period Statement of cash flows
charge for using money until repaid at a future date Interest
security that represents ownership in a corporation; holders exercise control by electing a board of directors and voting on corporate policy Common stock
amount by which a company's value exceeds the value of its individual assets and liabilities Goodwill
class of ownership in a corporation that has a higher claim on its assets and earnings than common stock Preferred stock
net sales minus cost of goods sold Gross profit
record within an accounting system where increases and decreases in a specific asset, liability, equity, revenue, or expense are entered and stored Account
process of allocating the cost of an intangible asset to expense over its estimated useful life Amortization
an entry that increases asset and expense accounts, and decreases liability, equity ad revenue accounts Debit
income statement, balance sheet, statement of changes in owner’s equity, and statement of cash flows Financial statements
customers and other individuals and organizations who owe a company Debtors
journal entry at the end of an accounting period to bring an asset or liability account to its proper amount and update the related expense or revenue account Adjusting entry
total cost of an asset less its accumulated depreciation Book value
an asset created by selling products or services on credit Accounts receivable
method to assign cost to inventory that assumes items are sold in the order acquired FIFO
entity created by law and separate from its owners Corporation
inflows of assets in exchange for products and services provided to customers as part of a company’s operations Revenues
length of time an asset will be productively used in the operations of a business Useful life
occurs when expenses exceed revenues Net loss
merchandise a company owns and expects to sell in its normal operations Inventory
estimate of amount to be recovered at the end of an asset's useful life Salvage value
expense created by allocating the cost of plant and equipment to periods in which they are used; represents the expense of using an asset Depreciation
resources owned or controlled by a company that provide expected future benefits to the company Assets
a liability created by buying products or services on credit Account payable
obligations due to be paid or settled within the longer of one year of the operating cycle Current liabilities
equals a corporation’s accumulated net income (loss) for all prior periods that has not been distributed to shareholders Retained earnings