20 Reservations Agent 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 reservations agent interview questions and sample answers to some of the most common questions.
Common Reservations Agent Interview Questions
- How do you prioritize your work?
- What are your strengths and weaknesses?
- What are your availability?
- How do you handle difficult customers?
- What would you do if you received a call from a irate customer?
- How do you handle customer complaints?
- What is your experience with various reservation systems?
- What is your experience in the hospitality industry?
- What are your computer skills?
- Describe a time when you had to go above and beyond for a customer.
- Describe a time when you had to deal with a difficult situation.
- What are your sales skills like?
- Describe a time when you successfully upsold a customer.
- Describe a time when you successfully overcame an objection.
- What do you know about our company?
- Why are you interested in this position?
- What can you bring to the role?
- How would you handle a situation where a customer wants to speak to a manager?
- What would you do if you were unable to meet a customer’s request?
- Have you ever encountered a problem with a reservation that you were unable to solve? If so, how did you handle it?
How do you prioritize your work?
The interviewer is trying to gauge how the Reservations Agent prioritizes their work in order to see if they would be a good fit for the company. It is important for the interviewer to know how the Reservations Agent prioritizes their work because it will give them an idea of how the Reservations Agent will handle their workload and what priorities they will set.
Example: “There are a few different ways that I prioritize my work. The first way is by looking at the deadlines for each task. I like to start with the tasks that have the earliest deadlines so that I can get them out of the way. This helps me to avoid any last minute rushes.
Another way that I prioritize my work is by looking at the importance of each task. I like to start with the most important tasks first so that I can make sure that they get done. This helps me to avoid any potential problems that could arise from not completing an important task.
Finally, I also take into account my own personal preferences when prioritizing my work. I like to start with the tasks that I enjoy doing or that I am good at. This helps me to stay motivated and focused on my work.”
What are your strengths and weaknesses?
The interviewer is trying to get to know the Reservations Agent better and see what they think of themselves. This question allows the interviewer to see what the Reservations Agent is confident in and what they need to work on. It is important for the interviewer to know this so that they can see if the Reservations Agent is a good fit for the job.
Example: “My strengths include being able to stay calm under pressure, being organized and efficient, and having excellent customer service skills. I am also proficient in a few different reservation systems. My weaknesses include being detail-oriented (I sometimes miss small details), and being shy when meeting new people.”
What are your availability?
The interviewer is trying to determine if the reservations agent is available to work the hours required for the position. It is important to know the availability of the reservations agent because the position may require working nights, weekends, or holidays.
Example: “I am available Monday through Friday from 9am to 5pm.”
How do you handle difficult customers?
The interviewer is asking this question to get a sense of how the reservations agent deals with difficult customers. This is important because the reservations agent will be the first point of contact for many customers and will need to be able to handle difficult situations.
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 taking the time to listen to their concerns. Additionally, it can be helpful to offer solutions and options to the customer, and to apologize if there is anything that has gone wrong.”
What would you do if you received a call from a irate customer?
The interviewer is trying to gauge how the Reservations Agent would handle a difficult customer situation. It is important for the interviewer to know how the Reservations Agent would handle such a call because it can give insight into their customer service skills.
Example: “If I received a call from an irate customer, I would first try to calm them down and understand their issue. Once I understood their issue, I would try my best to resolve it. If I could not resolve it, I would transfer them to a supervisor or manager.”
How do you handle customer complaints?
An interviewer would ask "How do you handle customer complaints?" to a Reservations Agent because it is important to know how they would handle an unhappy customer. It is important to know how they would handle an unhappy customer because it would give the interviewer an idea of how the Reservations Agent would handle a situation if something went wrong.
Example: “If a customer has a complaint, the first thing I would do is try to resolve the issue directly with the customer. If I am unable to do so, I would then escalate the issue to a supervisor or manager.”
What is your experience with various reservation systems?
An interviewer may ask a reservations agent about their experience with various reservation systems in order to gauge their familiarity and comfort level with different types of software. This is important because the reservations agent will need to be able to use various software programs in order to book reservations for customers.
Example: “I have worked with various reservation systems over the years, including Sabre, Amadeus, Galileo, and Worldspan. I have experience making reservations for air travel, hotels, rental cars, and other services. I am familiar with the different features and functions of each system, and I am able to make reservations quickly and efficiently.”
What is your experience in the hospitality industry?
The interviewer is trying to gauge the candidate's customer service skills and see if they have the necessary experience to deal with the public on a daily basis. It is important for a reservations agent to be able to handle customer inquiries and complaints in a professional and courteous manner.
Example: “I have worked in the hospitality industry for over 10 years. I have experience working in hotels, restaurants, and event planning. I have a strong understanding of the industry and how to provide excellent customer service. I am knowledgeable about various reservation systems and can easily adapt to new software. I am also familiar with different types of accommodations, so I can make recommendations based on guests' needs.”
What are your computer skills?
There are a few reasons an interviewer might ask about an applicant's computer skills. Firstly, many reservations agents use various computer programs to do their job, so the interviewer wants to know if the applicant is familiar with those programs and can use them effectively. Secondly, good computer skills can help a reservations agent be more efficient and organized in their work, which is important in a fast-paced and often chaotic environment. Finally, computer skills are simply becoming more and more important in the modern workplace, so the interviewer wants to know if the applicant is keeping up with the times.
Example: “I am proficient in using Microsoft Office applications such as Word, Excel, and PowerPoint. I also have experience using various reservation systems such as Sabre, Galileo, and Worldspan. In addition, I am familiar with using email and internet applications.”
Describe a time when you had to go above and beyond for a customer.
The interviewer is asking this question to see if the candidate is customer service oriented and if they are willing to go the extra mile to ensure a customer is satisfied. This is important because reservations agents need to be able to provide excellent customer service in order to be successful in this role.
Example: “I was working as a reservations agent at a hotel when a guest called and said that they were going to be arriving late. I told them that was no problem and asked if they would like me to make a note of it in their reservation. The guest said that they would appreciate it if I could also call the restaurant and let them know so that they could make arrangements for their dinner. I was happy to do so and the guest was very grateful.”
Describe a time when you had to deal with a difficult situation.
It is important for a Reservations Agent to be able to deal with difficult situations because they are often the first point of contact for customers. They need to be able to handle customer complaints and concerns in a professional and efficient manner. This question allows the interviewer to gauge the applicant's ability to deal with difficult situations.
Example: “I was working as a reservations agent at a hotel when a guest called in to make a reservation. The guest was very specific about what they wanted and became agitated when I couldn't meet their demands. I tried my best to calm the guest down and explained that we would do our best to accommodate their request, but ultimately were unable to meet their expectations. It was a difficult situation, but I was able to diffuse it and provide the best possible solution for the guest.”
What are your sales skills like?
An interviewer would ask "What are your sales skills like?" to a/an Reservations Agent because it is important for the company to know if the potential employee is able to sell the company's products or services. It is important for the company to know if the potential employee is able to sell the company's products or services because they need to make sure that the company's products or services are being sold in a way that is beneficial to the company.
Example: “I am an experienced sales professional with a proven track record of success in meeting and exceeding sales targets. I have a strong understanding of the sales process and am able to effectively communicate with customers to understand their needs and match them with the right product or service. I am also a skilled negotiator and have a keen eye for detail, which allows me to close deals quickly and efficiently.”
Describe a time when you successfully upsold a customer.
An interviewer would ask "Describe a time when you successfully upsold a customer." to a/an Reservations Agent in order to gauge the candidate's ability to upsell customers on products or services. This is important because it can help improve the company's bottom line by increasing revenue.
The ability to upsell is an important skill for reservations agents because they are often times the first point of contact with customers. They need to be able to identify opportunities to upsell and then effectively communicate the benefits of the product or service to the customer.
Example: “I was working as a reservations agent at a hotel when a customer called in to book a room for one night. I asked the usual questions about their stay and then asked if they would be interested in upgrading to a suite. The customer hesitated and said they weren't sure. I explained that the suite was larger and had a separate living area, and the customer decided to upgrade. I upsold the customer by providing information about the benefits of the upgrade and giving them time to make their decision.”
Describe a time when you successfully overcame an objection.
An interviewer would ask this question to a Reservations Agent to get a sense of their customer service skills and how they handle difficult situations. This question is important because it allows the interviewer to gauge the candidate's ability to stay calm and collected under pressure, as well as their ability to think on their feet and come up with creative solutions.
Example: “I was once working with a customer who was trying to book a room for her and her family. She was very specific about wanting a room with two beds, but we only had one bed available. I explained to her that we could put a cot in the room for her child, but she was not happy with that solution. After some back and forth, I finally suggested that she book two rooms instead of one. She hesitated at first, but then agreed. In the end, she was very happy with the arrangement and thanked me for my help.”
What do you know about our company?
An interviewer would ask "What do you know about our company?" to a Reservations Agent because it is important to know if the candidate is familiar with the company and its services. This question also allows the interviewer to gauge the candidate's level of interest in the position.
Example: “I know that your company is a leading provider of travel and tourism services. You offer a wide range of services including flight booking, hotel reservations, car rentals, and more. You have a strong reputation for providing excellent customer service and I am confident that I can provide the same level of service to your customers.”
Why are you interested in this position?
There are a few reasons why an interviewer might ask this question. They could be trying to gauge your interest in the position to see if you would be a good fit, or they might be trying to see if you have done your research on the company and position. Either way, it is important to be honest and enthusiastic in your response. Talk about what drew you to the position and what you hope to gain from it. If you have done your research, you can also mention specific things that you like about the company and how you think you would be a good fit for their team.
Example: “I am interested in this position because it offers an opportunity to work with people and help them plan their travel. I enjoy working with people and providing customer service. This position also offers the opportunity to learn about different cultures and travel destinations.”
What can you bring to the role?
An interviewer would ask "What can you bring to the role?" to a Reservations Agent in order to gauge what value the candidate would add to the company. It is important to know what the candidate can bring to the table in order to see if they are a good fit for the position.
Example: “I would bring enthusiasm, great customer service skills, and the ability to work well under pressure. I have experience working in a fast-paced environment and am able to stay calm and efficient when things get busy. I would also be able to contribute to a team by offering my knowledge and expertise in reservations.”
How would you handle a situation where a customer wants to speak to a manager?
The interviewer is trying to gauge the Reservations Agent's customer service skills. It is important to be able to handle customer complaints in a professional manner, without getting flustered or angry. The interviewer wants to know that the Reservations Agent is capable of diffusing a tense situation and will be able to represent the company well.
Example: “If a customer wants to speak to a manager, the best thing to do is to transfer the call to a manager. If that is not possible, try to resolve the issue the customer is having. If you are unable to resolve the issue, explain to the customer that a manager is not available and offer to take a message.”
What would you do if you were unable to meet a customer’s request?
There are a few reasons why an interviewer would ask this question to a reservations agent. The first reason is to see how the agent would handle a difficult customer request. The second reason is to see how the agent would handle a situation where they were unable to meet the customer's request. This question is important because it allows the interviewer to see how the agent would handle a difficult customer situation and how they would solve a problem.
Example: “If I were unable to meet a customer's request, I would first apologize to the customer. I would then try to find an alternative solution that would meet the customer's needs. If I could not find a suitable alternative, I would refund the customer's money.”
Have you ever encountered a problem with a reservation that you were unable to solve? If so, how did you handle it?
The interviewer is asking this question to gauge the candidate's problem-solving skills. As a reservations agent, it is important to be able to solve problems quickly and efficiently. This question will help the interviewer understand how the candidate would handle a difficult situation.
Example: “I have encountered a problem with a reservation before where a guest had booked multiple rooms under different names and then cancelled some of the rooms last minute. I was able to solve the problem by contacting the guest directly and asking them to confirm which rooms they wanted to keep. I also offered to help them find alternative accommodation if necessary.”