Sample interview questions: Describe a time when you had to handle a reservation for a VIP or high-profile guest. How did you ensure their special needs were met?
Sample answer:
In my role as a Reservations Manager, I once had the opportunity to handle a reservation for a high-profile guest who happened to be a well-known celebrity. Understanding the importance of ensuring their special needs were met, I took several steps to ensure their stay was exceptional.
Firstly, I conducted thorough research on the guest to understand their preferences, previous stays, and any specific requests they may have had. This involved reviewing their profile, consulting with our guest relations team, and even reaching out to their personal assistant to gather as much information as possible.
Based on this research, I made sure to reserve a room that met their specific requirements. This included ensuring their preferred room type, such as a suite or a room on a higher floor for added privacy and security. I also took note of any additional amenities they may have requested, such as a particular type of bedding, personalized welcome amenities, or specific dietary preferences.
To further enhance their stay, I coordinated with various departments within the hotel, including housekeeping, food and beverage, and security. I shared all the relevant details and special requests, ensuring that each department was well-prepared to cater to the VIP guest’s needs. This included briefing housekeeping on the guest’s preferences for room setup and amenities, coordinating with the chef to accommodate any dietary restrictions, and liaising with security to ensure appropriate measures were in place.
Furthermore, I personally contacted the guest ahead of their arrival to introduce myself,… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager