Sample interview questions: How do you handle situations where guests request changes or modifications to their reservations due to personal financial constraints or budget limitations?
Sample answer:
As a Hotel Management > Reservations Manager, I understand that guests may sometimes request changes or modifications to their reservations due to personal financial constraints or budget limitations. In such situations, it is important to handle the matter with empathy and professionalism, while also considering the hotel’s policies and availability.
Firstly, I would listen attentively to the guest’s request and show understanding towards their financial constraints. It is crucial to maintain a friendly and approachable demeanor, making them feel comfortable discussing their concerns. This creates a positive rapport and enhances the chances of finding a mutually beneficial solution.
Next, I would review the hotel’s cancellation and modification policies to determine the feasibility of accommodating the guest’s request. If the reservation is non-refundable or subject to strict policies, I would politely explain the limitations and provide alternative options that may better suit their budget. These alternatives could include adjusting the length of stay, changing room types, or suggesting off-peak periods with lower rates.
If the reservation does allow modifications, I would explore options within the available inventory to find a solution that meets the guest’s budgetary needs. This could involve offering a discounted rate, upgrading the room without additio… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager