Sample interview questions: How do you handle situations where guests request changes or modifications to their reservations due to unforeseen weather conditions or natural disasters?
Sample answer:
Handling Reservation Changes and Modifications Due to Unforeseen Weather Conditions or Natural Disasters
1. Communication and Empathy:
- Acknowledge the guest’s request with understanding and empathy.
- Listen attentively to their concerns and assess the situation.
- Thank the guest for providing advance notice, if possible.
2. Policy Assessment:
- Review the hotel’s cancellation and modification policies.
- Determine if any exceptions or accommodations can be made under these circumstances.
3. Availability and Options:
- Check availability for alternative dates or room types that meet the guest’s needs.
- Explore options for extending the reservation or providing a refund or credit.
4. Flexibility and Accommodation:
- Offer flexible solutions that accommodate the guest’s unique situation.
- Consider waiving cancellation fees or providing complimentary upgrades or amenities.
- Extend grace periods for reschedules or cancellations, if necessary.
5. Guest Communication:
- Clearly communicate the proposed changes and the rationale behind them to the guest.
- Provide detailed information about the modified reservation and any applicable fees or charges.
- Follow up with the guest regularly to provide updates and ensure satisfaction.
6. Documentation an… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager