Sample interview questions: How do you handle situations where guests request specific amenities or services to be included in their reservations?
Sample answer:
As a Hotel Management > Reservations Manager, it is crucial to handle situations where guests request specific amenities or services to be included in their reservations with great attention and care. Firstly, I would prioritize effective communication with the guest to understand their needs and preferences clearly. This involves actively listening to their requests and asking follow-up questions to ensure a complete understanding of their expectations.
Once I have gathered the necessary information, I would assess the feasibility of fulfilling their requests within the constraints of the hotel’s resources and policies. If the requested amenity or service is readily available, I would gladly confirm its inclusion in their reservation and provide them with all the necessary details. However, if the request is not standard or requires additional arrangements, I would explore alternative options that align with the guest’s preferences as closely as possible.
In the case where the requested amenity or service cannot be accommodated due to unavailability or restrictions, I would proactively communicate this to the guest, explaining the reasons behind the limitation. It is important to empathize with the guest’s needs and offer alternative solutions or suggestions that could meet their requirements. This may involve recommending similar amenities or services that are available, providing information about near… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager