Sample interview questions: How do you handle situations where guests dispute charges related to their reservations?
Sample answer:
Handling Guest Disputes on Reservation Charges
As a Reservations Manager, I approach guest disputes involving reservation charges with the following principles:
1. Empathy and Understanding:
- I acknowledge the guest’s concerns and validate their perspectives.
- I gather all relevant information to fully understand the situation.
2. Investigation and Verification:
- I thoroughly review the reservation details, policies, and any applicable documentation.
- I consult with relevant departments, such as the front desk or revenue management, to obtain additional information.
3. Transparent Communication:
- I clearly explain the charges in question, including any applicable taxes, fees, or surcharges.
- I reference the hotel’s policies and procedures to justify the charges.
4. Resolution-Oriented Approach:
- I explore potential solutions that address the guest’s concerns while adhering to hotel guidelines.
- I offer partial refunds, adjustments, or other concessions when appropriat… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager