Preview Questions Reservation Agent | Role Specific Skill

Question 1: When dealing with a guest who is unhappy about an issue with their room after checking in, how should the reservation agent respond?

Which action should you take?

Choose only one option

Apologize sincerely, offer a solution, and ensure the guest's satisfaction with an alternative or compensation

Tell the guest that they are responsible for the room issues and offer no alternative

Blame the issue on other departments and tell the guest to contact them directly

Offer no resolution, and simply document the complaint without acting on it

Question 2: What should a reservation agent do when a guest has made a reservation through an online platform but claims the wrong details were provided?

Which action should you take?

Choose only one option

Ignore the issue and proceed with the check-in process without discussing it

Review the reservation and the guest's confirmation email, then assist with finding a resolution according to the policy

Deny the claim and direct the guest to contact the third-party platform directly

Cancel the reservation immediately and offer no further assistance

Question 3: A guest calls to cancel their reservation and is upset about cancellation fees. How do you manage the situation?

Which action should you take?

Choose only one option

Immediately agree to waive the fees to avoid conflict.

Politely explain the cancellation policy, empathize with their concerns, and offer potential alternatives.

Apologize but inform them that the fees are non-negotiable and end the call.

Suggest the guest to directly speak to the hotel management to resolve the issue.

Question 4: How do you handle reservation changes when a guest switches from one booking platform (e.g., OTA) to direct booking with the hotel?

Which action should you take?

Choose only one option

Ask the guest to rebook through the original platform to avoid confusion.

Update the system to reflect the change, ensuring the guest's information is carried over accurately.

Confirm the new reservation but fail to update the system.

Ignore the platform change and keep the original booking details.

Question 5: How do you ensure that loyalty program members receive the proper benefits when making reservations?

Which action should you take?

Choose only one option

Confirm membership benefits after the reservation is completed.

Offer perks only at the guest's request without checking their status.

Ignore loyalty status and apply standard rates.

Verify membership details, input them into the system, and apply the appropriate discounts or perks.

Question 6: When using a booking system that allows for flexible cancellation policies, how should a reservation agent handle a guest's request to cancel a booking within the non-refundable window?

Which action should you take?

Choose only one option

Automatically cancel the booking and charge the guest the non-refundable fee

Review the cancellation policy, discuss the options with the guest, and consider any exceptions or alternatives

Direct the guest to the website to cancel their reservation

Deny the request without providing any other options