Sample interview questions: Describe a time when you had to handle a difficult or demanding customer during the reservations process. How did you handle it?
Sample answer:
Handling a difficult or demanding customer during the reservations process is a challenging situation that requires patience, empathy, and effective communication skills. In one of my previous roles as a Reservations Manager, I encountered a situation with a customer that tested these abilities.
The customer, Mr. Harrison, contacted our hotel to book a room for his upcoming business trip. He had specific requests and demanded a room on the top floor with a view of the city. Unfortunately, due to high occupancy, that particular type of room was unavailable during his desired dates.
I empathized with Mr. Harrison’s disappointment and acknowledged his preferences. I explained the situation politely and offered alternative options that were available. I suggested a room on a lower floor with a partial view of the city, or a room in a different part of the hotel but with all his desired amenities.
Mr. Harrison initially resisted these alternatives and became more demanding. He accused me of not taking his needs seriously and threatened to cancel his reservation altogether. I remained calm and professional, and reiterated my apologies for the inconvenience.
Instead of escalating the situation, I took a proactive approach. I checked the hotel’s a… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager