Sample interview questions: How do you handle situations where guests request changes or modifications to their reservations due to travel restrictions or visa issues?
Sample answer:
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Stay Informed: Keep abreast of travel restrictions, visa regulations, and other factors influencing guest travel. Subscribe to relevant news sources and maintain a communication channel with local authorities to stay updated. Share this information with the reservations team and ensure they’re aware of any potential issues.
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Promote Flexibility: Consider offering flexible cancellation and modification policies during periods of uncertainty. Communicate these policies clearly on your website, reservation confirmation emails, and other guest-facing materials. Being flexible and adaptable can help retain customers and maintain a positive reputation.
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Communicate with Guests Proactively: Reach out to guests with upcoming reservations in affected regions well in advance. Inform them of the situation, offer alternative arrangements, or provide guidance on obtaining necessary documentation. Proactive communication demonstrates empathy and care for your guests, fostering loyalty.
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Explore Alternative Options: Offer alternative dates, accommodations, or destinations that may be less affected by travel restrictions. Collaborate with neighboring hotels or resorts within your network to provide seamless transfers or alternative arrangements for guests.
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Document Changes Clearly: Maintain detailed records of all changes made to reservations, including the reason for the change, the date, and the person authorizing it. This documentation can be cru… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager