Sample interview questions: How do you handle situations where guests request specific room features or amenities that are not available?
Sample answer:
Handling Unavailable Room Features and Amenities
As a Reservations Manager, I handle such situations with the following strategies:
1. Explore Alternative Options:
* Offer comparable accommodations with similar features or extra amenities.
* Discuss the possibility of an upgrade with additional cost.
* Check if other room categories or neighboring properties have the desired features.
2. Communicate Clearly:
* Politely inform guests about the unavailability of the specific feature.
* Explain the reason behind the lack of availability, if appropriate.
* Offer alternative options and emphasize the benefits of those available.
3. Offer Compensatory Measures:
* Provide a complimentary upgrade to a higher room category when possible.
* Offer additional amenities or services, such as a welcome amenity, room service credit, or late checkout.
* Compensate for the inconvenience with a discount on the room rate.
4. Maintain a Positive Attitude:
* Apologize for the inconvenience and express understanding of the guest’s needs.
* Be empathetic and focus on finding a satisfactory solution.
* Maintain a friendly and professional demeanor throughout the conversation.
5. Offer Advance Notice:
* If awa… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager