17 Reservation Specialist Interview Questions (With Example Answers)
It's important to prepare for an interview in order to improve your chances of getting the job. Researching questions beforehand can help you give better answers during the interview. Most interviews will include questions about your personality, qualifications, experience and how well you would fit the job. In this article, we review examples of various reservation specialist interview questions and sample answers to some of the most common questions.
Common Reservation Specialist Interview Questions
- How do you prioritize your work?
- What is your experience with handling customer complaints?
- How do you handle difficult customers?
- What is your experience with managing inventory?
- What is your experience with making reservations?
- What software platforms are you familiar with?
- What is your experience with handling payments?
- What is your experience with coordinating schedules?
- What is your experience with customer service?
- Tell me about a time when you had to go above and beyond for a customer.
- Tell me about a time when you had to deal with a difficult situation.
- Tell me about a time when you had to manage multiple tasks at once.
- Tell me about a time when you had to deal with a challenging customer request.
- Can you tell me about a time when you had to troubleshoot a problem?
- Tell me about a time when you had to use your problem-solving skills.
- Can you tell me about a time when you had to be creative in your approach to solving a problem?
- Tell me about a time when you had to think outside the box to solve a problem.
How do you prioritize your work?
An interviewer would ask "How do you prioritize your work?" to a Reservation Specialist to learn about the applicant's time management skills. It is important for a Reservation Specialist to be able to prioritize their work in order to keep the reservation system organized and running smoothly.
Example: “There are a few different ways that I prioritize my work. The first way is by looking at what is due first and what has the closest deadline. I also look at what tasks are the most important or urgent. I also take into consideration what tasks I am able to complete and which ones will require more time or assistance.”
What is your experience with handling customer complaints?
The interviewer is trying to gauge the candidate's customer service skills. It is important to know how the candidate would handle a difficult customer situation. The candidate's answer will give the interviewer insight into the candidate's problem-solving skills and ability to stay calm under pressure.
Example: “I have worked as a reservation specialist for over 4 years and have handled customer complaints on a daily basis. I am experienced in diffusing difficult situations and work to resolve the issue at hand to the best of my ability. I always aim to leave the customer satisfied, even if that means going above and beyond what is expected of me. In my previous role, I was recognized by my supervisor for my exceptional customer service skills when it came to handling complaints.”
How do you handle difficult customers?
The interviewer is trying to gauge the Reservation Specialist's customer service skills. It is important because the Reservation Specialist will be responsible for handling customer inquiries and complaints. The ability to handle difficult customers in a professional and courteous manner is essential for this position.
Example: “There is no one-size-fits-all answer to this question, as the best way to handle difficult customers will vary depending on the situation. However, some tips on how to handle difficult customers include remaining calm and professional, being patient and understanding, and actively listening to their concerns. Additionally, it can be helpful to offer solutions and alternatives, and to thank the customer for their business.”
What is your experience with managing inventory?
The interviewer is asking about the reservation specialist's experience with managing inventory because it is an important part of the job. The reservation specialist needs to be able to keep track of the inventory and make sure that it is accurate. This is important because it helps to ensure that the company has enough stock to meet customer demand.
Example: “I have experience with managing inventory in a number of different settings. I have worked in retail, where I was responsible for keeping track of sales and ensuring that shelves were stocked accordingly. I have also worked in a warehouse, where I was responsible for keeping track of inventory levels and ensuring that orders were filled correctly. In both cases, I was responsible for maintaining accurate records and ensuring that inventory levels were kept at optimal levels.”
What is your experience with making reservations?
The interviewer is asking this question to find out if the candidate has the necessary skills to perform the job duties of a reservation specialist. A reservation specialist is responsible for making reservations for hotel guests, so it is important that they have experience with this task.
Example: “I have experience making reservations for various types of establishments, including hotels, restaurants, and event venues. I am familiar with different reservation systems and software, and I am able to quickly and efficiently make reservations according to the specific needs of the customer. I am also experienced in handling customer inquiries and concerns related to reservations, and I am able to provide excellent customer service.”
What software platforms are you familiar with?
The interviewer is trying to gauge the candidate's technical skills and knowledge. It is important to know what software platforms the candidate is familiar with because it will help determine if they are able to perform the job.
Example: “I am familiar with a variety of software platforms, including but not limited to: Microsoft Office (Word, Excel, PowerPoint), Google Suite (Docs, Sheets, Slides), Adobe Creative Suite (Photoshop, InDesign, Illustrator), and various hotel booking systems.”
What is your experience with handling payments?
An interviewer may ask "What is your experience with handling payments?" to a Reservation Specialist to gain insight into the specialist's customer service skills. It is important to be able to handle payments efficiently and politely in order to provide good customer service.
Example: “I have experience with handling payments in a number of different ways. I have processed payments through credit cards, debit cards, and electronic checks. I have also handled cash and check payments. I am familiar with a variety of payment processing software programs and have no problem learning new ones. I am able to keep track of payments and reconcile them with sales reports.”
What is your experience with coordinating schedules?
An interviewer would ask "What is your experience with coordinating schedules?" to a/an Reservation Specialist in order to gauge their ability to manage and organize multiple schedules. This is important because a Reservation Specialist needs to be able to handle a high volume of requests and ensure that all appointments are booked in a timely and efficient manner.
Example: “I have experience coordinating schedules for both small and large groups. I am able to work with people of all types of schedules and find creative solutions to conflicts. I have a strong sense of customer service and work to ensure that everyone is able to participate in the activities they are interested in.”
What is your experience with customer service?
An interviewer would ask "What is your experience with customer service?" to a/an Reservation Specialist because it is important for the company to ensure that their customers are satisfied. It is important for the company to know that the Reservation Specialist is able to handle customer service inquiries and complaints in a professional manner.
Example: “I have worked in customer service for over 10 years. I have experience dealing with all types of customers, including those who are difficult or angry. I am patient and efficient, and I always work to resolve any issue the customer is having. I have also received training in conflict resolution, so I am confident that I can handle any situation that may arise.”
Tell me about a time when you had to go above and beyond for a customer.
There are many reasons why an interviewer would ask this question to a Reservation Specialist. It is important to know how to handle difficult customer service situations and how to go above and beyond for customers. This question allows the interviewer to gauge the Reservation Specialist's customer service skills and see how they handle difficult situations.
Example: “I was working as a reservation specialist at a hotel, and we had a guest who was extremely unhappy with their room. They had originally booked a room with two beds, but when they arrived, they were given a room with one bed. The guest was very upset and demanded to speak to a manager.
I went above and beyond for the customer by finding them a new room that met their needs, and refunding them for the difference in price. I also offered them a complimentary breakfast voucher to apologize for the inconvenience. The guest was very happy with the outcome and thanked me for my help.”
Tell me about a time when you had to deal with a difficult situation.
The interviewer is asking this question to assess the candidate's ability to deal with difficult situations. This is important because reservation specialists often have to deal with difficult customer inquiries and complaints. The ability to handle difficult situations calmly and efficiently is essential for this position.
Example: “I had to deal with a difficult situation when I was working as a reservation specialist at a hotel. There was a guest who was extremely unhappy with his room and demanded to be moved to a different room. However, all of the other rooms were booked and we could not accommodate his request. I tried my best to calm the guest down and explained the situation, but he would not listen. He became very angry and started shouting at me. I remained calm and professional, and eventually the guest calmed down and accepted that he would have to stay in his current room.”
Tell me about a time when you had to manage multiple tasks at once.
In the hospitality industry, it is common for reservation specialists to have to manage multiple tasks at once. This could include taking phone calls, responding to emails, and managing online reservations. It is important for the interviewer to know that the candidate is able to handle multiple tasks simultaneously and remain organized and efficient.
Example: “I was working as a reservation specialist in a hotel and we were extremely busy. I had to manage multiple tasks at once such as answering phone calls, inputting data into the system, and dealing with customer queries. It was challenging at times but I managed to get through it by staying calm and organized.”
Tell me about a time when you had to deal with a challenging customer request.
An interviewer would ask "Tell me about a time when you had to deal with a challenging customer request" to a Reservation Specialist to gauge their customer service skills. It is important for a Reservation Specialist to have excellent customer service skills in order to be successful in their role.
Example: “I had a customer who called in requesting a refund for their stay. They were very unhappy with the service they received and felt that they deserved a refund. I explained to them that we would be happy to refund their stay, but that it would take 7-10 business days for the refund to process. The customer was not happy with this answer and became very agitated. I remained calm and polite and explained that unfortunately there was nothing I could do to speed up the process. The customer eventually calmed down and accepted my explanation.”
Can you tell me about a time when you had to troubleshoot a problem?
The interviewer is trying to gauge the applicant's problem-solving skills. As a reservation specialist, the applicant will need to be able to troubleshoot problems that come up with reservations. This question will help the interviewer see how the applicant deals with problems and whether they have the skills necessary to do the job.
Example: “I was working as a reservation specialist at a hotel, and one day we had a problem with our computer system. We were unable to process any reservations for about an hour. I troubleshot the problem and found that it was caused by a power outage. I contacted the power company and they restored power to our area.”
Tell me about a time when you had to use your problem-solving skills.
There are many reasons why an interviewer would ask this question to a reservation specialist. It is important to know how a reservation specialist uses their problem-solving skills because it can give the interviewer a better understanding of how they would handle difficult customer service situations. Additionally, this question can help the interviewer gauge the reservation specialist's ability to think on their feet and find creative solutions to problems.
Example: “I was working as a reservation specialist at a hotel when we were suddenly hit with a large influx of guests. We were completely booked and had no more rooms available. I had to think quickly and come up with a solution. I ended up finding a nearby hotel that had some availability and arranged for our guests to be transferred there. It wasn't an ideal situation, but it was the best solution under the circumstances.”
Can you tell me about a time when you had to be creative in your approach to solving a problem?
An interviewer might ask this question to a reservation specialist in order to gauge their ability to come up with creative solutions to problems that may arise during the course of their work. This is important because being able to find creative solutions to problems can help a reservation specialist keep guests satisfied and prevent issues from escalating.
Example: “I was working as a reservation specialist for a hotel chain and we were constantly getting complaints from guests about the long wait times to speak to a human being when they called in. I brainstormed with my team and came up with the idea of implementing a call-back system where guests could leave their number and we would call them back within a certain time frame. This not only reduced the wait times for guests, but also freed up our agents to take more calls.”
Tell me about a time when you had to think outside the box to solve a problem.
An interviewer would ask "Tell me about a time when you had to think outside the box to solve a problem." to a/an Reservation Specialist in order to gauge their ability to solve problems in an innovative way. This is important because the ability to think outside the box is often key to finding new and improved solutions to old problems.
Example: “I was working as a reservation specialist at a hotel and we were constantly getting complaints from guests about the long wait times to get through to us. We tried increasing the number of phone lines and hiring more staff, but nothing seemed to help. Finally, we implemented a new system where guests could text their requests to us and we would respond as quickly as possible. This not only helped to reduce wait times, but also allowed us to provide a more personal level of service.”