Sample interview questions: How do you handle situations where guests request changes or modifications to their reservations due to personal visa or immigration issues?
Sample answer:
As a Hotel Management > Reservations Manager, I understand that guests may sometimes request changes or modifications to their reservations due to personal visa or immigration issues. In such situations, it is important to handle these requests with empathy, professionalism, and understanding.
Firstly, I would listen attentively to the guest’s request and ask relevant questions to fully understand the nature of their visa or immigration issue. It is crucial to gather all the necessary information such as the specific dates of their travel, any documentation they may have, and the reason for their request.
Next, I would review the hotel’s reservation policy and terms and conditions to determine the feasibility of accommodating the guest’s request. I would also consult with the hotel’s management team and legal department, if necessary, to ensure compliance with any relevant laws and regulations.
If it is determined that modifications can be made to the reservation, I would inform the guest of the available options. This could include adjusting the dates of their stay, extending their reservation, or canceling and rebooking their reservation based on their individual circumstances.
In cases where the guest’s request cannot be accommodated due to contractual obligations or limited availability, I would politely explain the situation to the guest, emphasizing any non-refundable policies or restrictions that may apply. However, I would strive to offer alternative solutions, such as providing assistance with contacting relevant immigration authorities or suggestin… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager