Preview Questions Reservation Agent | Role Specific Skill

Question 1: How should a reservation agent approach upselling a room with a better view to a guest on a tight budget?

Which action should you take?

Choose only one option

Direct the guest to a lower-priced room, ignoring upselling opportunities

Suggest a premium room upgrade without considering the guest's budget concerns

Emphasize the value and experience of having a room with a better view for a small additional cost, without pushing too hard

Offer the better room as an automatic upgrade without consulting the guest's budget

Question 2: How do you handle a situation where a guest requests a room type change after booking, but the requested type is no longer available?

Which action should you take?

Choose only one option

Ask the guest to cancel and rebook for the desired room type.

Offer alternatives, such as upgrades or room types with similar features, and adjust the booking accordingly.

Deny the request and tell the guest they must stick with their original room type.

Inform the guest that no changes are possible and leave the booking unchanged.

Question 3: How should a reservation agent manage multiple booking channels (e.g., phone, website, email) during a busy period while ensuring no double bookings occur?

Which action should you take?

Choose only one option

Handle only one booking channel at a time, ignoring the other channels

Process bookings based on the first come, first served model without checking availability

Use a centralized booking system that updates all channels in real-time, and prioritize tasks based on urgency

Let guests book via any channel, assuming the system will sort out availability issues later

Question 4: How should a reservation agent respond to a guest who asks for a room upgrade but the hotel cannot accommodate the request?

Which action should you take?

Choose only one option

Tell the guest that upgrades are unavailable and leave it at that

Offer a discount as compensation without verifying policy or availability

Ignore the request and proceed with the original room assignment

Politely explain the current availability, offer alternatives, and suggest other ways to enhance their stay

Question 5: When a guest requests specific amenities that are not available, how do you communicate this effectively without causing disappointment?

Which action should you take?

Choose only one option

Tell the guest that the request cannot be fulfilled without offering alternatives.

Apologize for the inconvenience and suggest no alternatives.

Suggest that they book with another hotel that might have the requested amenities.

Provide alternative solutions and suggest similar amenities that meet the guest's needs.

Question 6: How do you handle an overbooking situation when you cannot immediately find alternative accommodations for a guest?

Which action should you take?

Choose only one option

Refuse the booking and suggest the guest try another time.

Apologize, offer compensation, and quickly seek alternative accommodations within your network.

Tell the guest to contact another hotel for a solution.

Offer a discounted room and hope the guest accepts.