Sample interview questions: How do you handle situations where guests request changes or modifications to their reservations due to personal transportation or travel issues?
Sample answer:
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Acknowledge and Empathize: Acknowledge the guest’s situation and express empathy for any inconvenience caused. Assure them that you will do your best to assist them.
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Assess the Request: Understand the details of the change or modification requested, including the dates, times, room type, or any other specific requirements.
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Check Availability: Quickly check the hotel’s availability for the desired changes. Consider factors such as room occupancy, room type availability, and potential conflicts with other reservations.
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Offer Alternatives: If the requested changes cannot be accommodated, politely suggest alternative solutions. This could include offering a different room type, adjusting the dates of the reservation, or suggesting alternative transportation options.
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Communicate Clearly: Clearly explain the available options and their implications to the guest. Be honest about any limitations or additional charges that may apply.
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Update the Reservation: Once the guest has decided on the best … Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager