Sample interview questions: How do you handle situations where guests have special requests or preferences for their reservations?
Sample answer:
As a Hotel Management > Reservations Manager, I understand the importance of catering to the unique needs and preferences of our guests. When faced with special requests or preferences for their reservations, I follow a detailed and considerate approach to ensure guest satisfaction.
Firstly, I actively listen to the guest’s request or preferences and acknowledge their needs. This allows me to gather all the necessary information and ensure I understand their expectations clearly. It is crucial to demonstrate empathy and show genuine interest in meeting their requirements.
Next, I assess the feasibility of the request or preference within the existing reservation framework. I review the availability of rooms or services required and evaluate any potential impact on the overall operations of the hotel. If the request can be accommodated, I proceed with the necessary arrangements. However, if it is not possible to fulfill the request entirely, I provide alternatives or compromises that align as closely as possible with the guest’s original preference.
To ensure effective communication, I maintain open and transparent dialogue with the guest. I promptly respond to their inquiries or concerns, keeping them informed about the progress of their request. This helps in managing their expectations and demonstrates our commitment to providing excellent service.
Collaboration with other hotel departments is essential in fulfilling special requests or preferences. I liaise with various departments, such as housekeeping, food and … Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager