Sample interview questions: How do you handle situations where guests request changes or modifications to their reservations after the cancellation period?
Sample answer:
In situations where guests request changes or modifications to their reservations after the cancellation period, it is important for a Hotel Management > Reservations Manager to handle these requests with professionalism, attentiveness, and a customer-centric approach.
Firstly, I would listen carefully to the guest’s request and empathize with their situation, acknowledging their concerns and understanding the reasons behind their request. This helps create a positive rapport and demonstrates that their needs are being heard and taken seriously.
Next, I would review the hotel’s policies and procedures regarding reservation changes or modifications to determine the feasibility of accommodating the guest’s request. If the request is within reason and the hotel has availability, I would explore options to meet the guest’s needs, such as changing the dates of their reservation or modifying their room type.
During this process, I would consider factors such as the guest’s loyalty status, their past interactions with the hotel, and the potential impact on revenue and occupancy. If the request is beyond the cancellation period and the hotel is unable to accommodate it due to high demand or limited availability, I would explain the situation to the guest in a… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager