Sample interview questions: Can you discuss any strategies you have used to increase guest satisfaction and loyalty through the reservations process?
Sample answer:
- Personalize the Reservations Experience:
- Address guests by name whenever possible.
- Acknowledge their preferences and requests during the reservation process.
- Offer room upgrades or special amenities for returning guests.
-
Send personalized emails before their stay with details about the hotel and the area.
-
Create a User-Friendly Online Booking System:
- Ensure the hotel’s website is easy to navigate and mobile-friendly.
- Provide clear and accurate information about room types, amenities, and rates.
- Offer multiple payment options for guest convenience.
-
Implement a secure online booking system to protect guest data.
-
Provide Excellent Customer Service:
- Train reservation agents to be courteous, knowledgeable, and efficient.
- Empower reservation agents to resolve guest issues quickly and satisfactorily.
- Listen to guest feedback and use it to improve the reservations process.
-
Create a positive and memorable first impression for guests.
-
Utilize Guest Feedback to Improve Services:
- Implement a guest feedback system to collect guest feedback after their stay.
- Analyze feedback to identify areas for improvement in the reservations process.
-
Act on guest feed… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager