Preview Questions Reservation Agent | Role Specific Skill

Question 1: What is the most effective way for a reservation agent to handle last-minute changes in bookings while keeping a professional demeanor?

Which action should you take?

Choose only one option

Tell the guest to call back later when there's more time to make adjustments

Complete one task at a time, postponing other tasks until the changes are made

Ignore the changes and assume the guest will accept whatever is available

Quickly adapt to the changes, update the system in real time, and confirm with the guest while managing other tasks

Question 2: How do you handle a situation where a guest is unhappy with the booking process, even though the reservation was correctly processed?

Which action should you take?

Choose only one option

Apologize briefly but inform them there is nothing you can do.

Redirect the guest to another department without engaging further.

Politely explain that the issue is out of your control.

Empathize with the guest, listen to their concerns, and offer a solution to improve their experience.

Question 3: How do you handle an objection when a guest expresses hesitation about an upsell offer?

Which action should you take?

Choose only one option

Ignore the objection and proceed with the reservation without addressing concerns.

Push harder for the upsell, insisting it's the best option.

Apologize and drop the offer immediately.

Acknowledge their concerns, highlight the value of the upgrade, and offer alternative options within their budget.

Question 4: When managing multiple reservations from different channels (e.g., direct, OTA, walk-in), how do you avoid errors in availability?

Which action should you take?

Choose only one option

Use a centralized booking system that automatically updates availability across all channels in real-time.

Manually update availability for each channel as bookings come in.

Rely on individual booking agents to manage their respective channels.

Handle reservations one at a time without checking availability across channels.

Question 5: How should a reservation agent handle a last-minute cancellation of a group booking?

Which action should you take?

Choose only one option

Cancel the booking without notifying the customer, since it's last-minute

Contact other potential guests on the waiting list and offer them the group rate

Automatically charge the guest the full cancellation fee without exceptions

Offer the group a smaller room block without consulting the original agreement

Question 6: When upselling, how do you ensure that the guest feels in control of the decision-making process?

Which action should you take?

Choose only one option

Overwhelm the guest with too many upsell options without giving clear benefits.

Push the guest to accept the upgrade without discussing alternatives.

Offer options and clearly explain the benefits of each, allowing the guest to make an informed choice.

Present an upgrade as mandatory without offering other choices.