Sample interview questions: How do you handle situations where guests request changes or modifications to their reservations due to personal illness or medical emergencies?
Sample answer:
- Understand and empathize with the guest’s situation:
- Listen actively to their concerns and demonstrate genuine care for their well-being.
- Stay calm and professional:
- Maintain a composed demeanor, even if the situation is stressful or challenging.
- Review the hotel’s policies and procedures:
- Familiarize yourself with the hotel’s policies regarding cancellations, modifications, and refunds.
- Communicate clearly and transparently:
- Explain the hotel’s policies and procedures clearly and concisely to the guest. Be honest about any limitations or constraints.
- Offer alternative solutions:
- Explore alternative options that may accommodate the guest’s needs, such as rescheduling the reservation, providing a room upgrade, or offering a discounted rate.
- Be flexible and ada… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager