25 Reservation Manager Interview Questions and Answers

A reservation manager is responsible for the daily operations of a hotel, motel, resort, or other lodging facility. They supervise the reservation staff, develop marketing strategies, and ensure that the property is running smoothly.

If you’re looking to become a reservation manager, you’ll need to have excellent customer service skills, knowledge of the hospitality industry, and strong leadership qualities. You’ll also need to be able to ace a job interview.

In this guide, we’ll give you an overview of the reservation manager job description, as well as some tips on how to answer common interview questions. We’ve also included some sample questions and answers that you can use to prepare for your interview.

1. Are you familiar with the hospitality industry?

This question is an opportunity to show your interviewer that you have experience in the hospitality industry. If you are new to the industry, it’s a good idea to mention any relevant work experience and how it relates to the role.

Example: “Yes, I am very familiar with the hospitality industry. I have been working in this field for over five years now and have a deep understanding of the customer service needs that come along with it. During my time as a Reservation Manager, I have successfully managed reservations for large groups, handled online bookings, and provided excellent customer service to all guests.

I understand how important it is to provide an exceptional experience for each guest and strive to ensure that every reservation runs smoothly. My organizational skills help me stay on top of any changes or cancellations that may occur, while also ensuring that all details are taken care of. I’m also comfortable using various software programs related to reservations, such as Sabre, Galileo, and Apollo.”

2. What are some of the most important qualities for a successful reservation manager?

An interviewer may ask this question to learn more about your personality and how you would fit in with their team. They want to know that you have the skills necessary for the job, but they also want to make sure you will be a good fit for their company culture. When answering this question, think about what qualities you possess that helped you get to where you are today.

Example: “A successful reservation manager must possess a variety of qualities to be successful. First and foremost, they should have excellent customer service skills. This includes being able to effectively communicate with customers, providing accurate information in a timely manner, and having the ability to resolve any issues that may arise.

In addition, a successful reservation manager needs to have strong organizational skills. They need to be able to manage multiple reservations at once, keep track of all details related to each booking, and ensure that everything runs smoothly from start to finish.

Lastly, a successful reservation manager should have an eye for detail. It is important to double-check all bookings for accuracy and make sure that all payment information is correct before processing it. This will help ensure that no mistakes are made and that customers receive the best possible experience.”

3. How would you handle a situation where a hotel is overbooked and some guests are not happy about it?

An interviewer may ask you this question to assess your customer service skills and how you handle stressful situations. In your answer, try to emphasize the importance of keeping customers happy while also maintaining a positive attitude.

Example: “If a hotel is overbooked, it’s important to handle the situation with empathy and professionalism. First, I would apologize for the inconvenience and explain that the hotel has been overbooked due to an unforeseen circumstance. Then, I would offer solutions such as finding alternative accommodations or offering discounts on future stays.

I understand how frustrating this can be for guests, so I always strive to make sure they feel heard and respected. I also ensure that all of their needs are met in a timely manner. Finally, I take responsibility for any mistakes that may have been made and work hard to find solutions that will satisfy everyone involved.”

4. What is your experience with using computerized reservation systems?

The interviewer may ask this question to learn about your experience with using computerized reservation systems. This can help them determine if you have the necessary skills to use their company’s system and whether or not you would need any training when starting a new job. In your answer, try to describe how comfortable you are working with these types of systems and what specific software you’ve used in the past.

Example: “I have extensive experience with computerized reservation systems. I have been using them for the past five years in my current role as a Reservation Manager. During this time, I have become well-versed in the various features and functions of these systems. I am confident that I can quickly learn any new system that is implemented at your company.

In addition to being comfortable with the technical aspects of the job, I also understand the importance of customer service when it comes to reservations. I always strive to provide an exceptional experience for each guest by ensuring their needs are met and all questions answered. I believe that providing excellent customer service is essential to creating a successful reservation system.”

5. Provide an example of a time when you successfully negotiated with a vendor to secure better rates for your establishment.

An interviewer may ask this question to assess your negotiation skills and ability to secure discounts for your establishment. In your answer, try to highlight how you used your communication skills to convince the vendor to offer a better rate.

Example: “I recently had a successful negotiation experience with a vendor for my previous establishment. I was able to secure better rates by leveraging the fact that we were a long-term customer and had been consistently ordering from them for many years. I started by expressing our appreciation for their services, then proceeded to explain how important it was for us to get the best possible rate.

I also made sure to emphasize the value of our relationship and the potential for future business if they could offer us a more competitive price. After some back and forth, they agreed to provide us with a significant discount on our order. This allowed us to save money while still maintaining a good relationship with the vendor.”

6. If a natural disaster or emergency occurred nearby, how would you ensure the safety of your guests?

An interviewer may ask this question to assess your leadership skills and how you would react in a crisis. Your answer should show that you are capable of making quick decisions while prioritizing the safety of others.

Example: “If a natural disaster or emergency occurred nearby, I would ensure the safety of my guests by taking several steps. First, I would stay informed on the situation and be sure to monitor any updates from local authorities. This way, I can quickly assess the severity of the situation and determine if it poses an immediate threat to our guests.

Next, I would contact each guest to inform them of the situation and provide them with information about their options for evacuation or sheltering in place. I would also make sure that they have access to any necessary resources such as food, water, and medical supplies. Finally, I would coordinate with other staff members to ensure that all guests are safe and accounted for during the duration of the emergency.”

7. What would you do if you noticed a pattern of negative reviews from previous guests who stayed in the same room as the previous guest?

An interviewer may ask this question to understand how you handle customer service issues. Use your answer to show that you can use problem-solving skills and apply critical thinking to help solve the issue.

Example: “If I noticed a pattern of negative reviews from previous guests who stayed in the same room, my first step would be to investigate further. I would review the comments and complaints made by these guests to determine what issues they experienced so that I can better understand the problem. After gathering this information, I would then take steps to address the issue. This could include reaching out to the guest directly to apologize for their experience and offer them a discount or other form of compensation. I would also work with housekeeping staff to ensure that the room is properly cleaned and maintained before it is rented again. Finally, I would look into any underlying causes of the negative reviews such as outdated furniture or poor maintenance and make sure that those issues are addressed as well. By taking proactive steps to resolve the issue, I believe I can provide a positive experience for all future guests.”

8. How well do you know the local area and its attractions?

The interviewer may ask this question to see if you have experience working in the area. They want to know that you can help customers find fun things to do while they’re visiting and plan their trips accordingly. Use your answer to highlight any specific knowledge or skills you have about the local attractions, like how to get there or what hours they are open.

Example: “I have an extensive knowledge of the local area and its attractions. I have been living in this area for over 10 years, so I am very familiar with all the popular tourist spots as well as the lesser-known gems. I also keep up to date on any new developments or changes that may affect our guests’ experiences.

When it comes to reservations, I understand the importance of providing accurate information about the local area. I make sure to stay informed about upcoming events and activities that could be beneficial to our guests. I also take time to research nearby restaurants, shops, and other attractions that can enhance their stay.”

9. Do you have experience managing budgets for hotel rooms and other accommodations?

The interviewer may ask this question to learn more about your experience with managing budgets and financial reports. Use your answer to highlight your budgeting skills, including how you create a budget, monitor expenses and meet deadlines for submitting monthly or quarterly reports.

Example: “Yes, I have extensive experience managing budgets for hotel rooms and other accommodations. In my current role as a Reservation Manager, I am responsible for overseeing the budgeting process for all of our hotels and other lodging properties. This includes creating and monitoring financial plans to ensure that we are staying within our allocated budget while still providing quality services to our guests. I also work closely with vendors to negotiate competitive rates for our accommodations, ensuring that we get the best value for our money. Finally, I regularly review our spending to identify any areas where we can save costs or improve efficiency.”

10. When is the best time to contact a potential guest and pitch your establishment?

An interviewer may ask this question to assess your sales skills and determine when you would be most likely to make a sale. Your answer should include the best time of day to contact potential customers, as well as how often you would call them.

Example: “When it comes to contacting potential guests and pitching my establishment, I believe timing is key. The best time to reach out to a guest is when they are actively searching for accommodations or planning their trip. This could be during the research phase of their travel plans or even right before they book.

I also think it’s important to consider the type of traveler you’re reaching out to. For example, if you’re targeting business travelers, they may prefer to receive emails in the evening after work hours. On the other hand, leisure travelers may be more likely to respond to messages sent during the day.”

11. We want to improve our customer service. Describe one strategy you would use to improve communication between guests and hotel staff.

Customer service is an important aspect of any hospitality position. Interviewers ask this question to see if you have ideas for improving customer satisfaction and loyalty. In your answer, explain how you would implement a new system or process that improves communication between staff members and customers.

Example: “I believe that one of the most effective strategies to improve communication between guests and hotel staff is to implement a customer feedback system. This would allow guests to provide their honest opinions on their experience with our services, allowing us to identify areas for improvement. By actively listening to our customers’ feedback, we can make changes to ensure that our guests have an enjoyable stay. Furthermore, this system could also be used to recognize employees who go above and beyond in providing excellent customer service.

In addition, I think it’s important to create an open line of communication between guests and hotel staff. This could include having a designated contact person or team available to answer any questions or concerns that guests may have. We could also offer online chat options so that guests can quickly get answers to their inquiries. Finally, by regularly monitoring social media channels, we can respond promptly to any customer complaints or issues.”

12. Describe your experience with upselling and cross-selling.

Upselling and cross-selling are two important skills for reservation managers to have. Upselling is when you encourage customers to spend more money, while cross-selling is encouraging them to buy additional products or services. Employers ask this question to make sure you know how to use these skills effectively. In your answer, explain that you understand the importance of upselling and cross-selling in increasing revenue. Share an example of a time you used one or both of these skills successfully.

Example: “I have extensive experience with upselling and cross-selling in my role as a Reservation Manager. I understand the importance of providing customers with additional services that can enhance their stay, such as upgrades to rooms or packages for amenities like spa treatments. My goal is always to provide the best customer service possible while also helping to increase revenue for the business.

To achieve this, I use a combination of techniques including suggestive selling, offering discounts on certain products, and highlighting special offers. I’m familiar with different types of software used to track customer preferences and suggest appropriate add-ons based on past purchases. I also make sure to keep up to date with any new promotions so I can offer them to customers when relevant. Finally, I ensure that all staff are trained in upselling and cross-selling techniques so they can confidently recommend additional services to guests.”

13. What makes you stand out from other candidates for this position?

Employers ask this question to learn more about your qualifications and how you can contribute to their team. Before your interview, make a list of all the skills and experiences that relate to this position. Focus on highlighting these skills and explaining why they are important for this role.

Example: “I believe my experience and qualifications make me stand out from other candidates for this position. I have been working in the hospitality industry for over 10 years, with the last 5 years specifically in reservation management. During that time, I have gained a wealth of knowledge about the best practices for managing reservations, as well as an understanding of how to effectively work with customers and colleagues alike.

In addition to my extensive experience, I am also highly organized and detail-oriented. I understand the importance of accuracy when it comes to reservations, and I strive to ensure that all customer requests are handled promptly and correctly. I am also familiar with various software programs used in reservation management, such as Microsoft Office Suite and Reservation Management Systems.”

14. Which hotel reservation software are you most familiar with using?

This question can help the interviewer determine your level of experience with hotel reservation software. If you have worked in a different industry, you may be asked about your familiarity with other types of software that are used in the hospitality industry.

Example: “I have extensive experience working with hotel reservation software. I am most familiar with using Oracle Hospitality OPERA, which is a cloud-based system that provides an integrated platform for managing all aspects of the guest journey. It enables me to manage reservations, room assignments, and check-ins/outs quickly and efficiently.

I also have experience with other popular systems such as Sabre SynXis Central Reservations, Amadeus Hotel Platform, and TravelClick’s iHotelier. All of these programs allow me to easily track availability and pricing, create packages and promotions, and generate reports.”

15. What do you think is the most important thing to remember when checking in a guest?

This question can help the interviewer understand how you prioritize tasks and manage your time. Your answer should show that you know what is most important to do first when checking in a guest, such as verifying their identity or confirming their reservation details.

Example: “The most important thing to remember when checking in a guest is providing excellent customer service. As the Reservation Manager, I understand that it is my responsibility to ensure each and every guest has an enjoyable experience from start to finish. This means greeting them with a friendly smile, being knowledgeable about the hotel’s amenities, and ensuring their check-in process is quick and efficient. It also involves offering helpful advice on local attractions or restaurants if they need it. Finally, I strive to make sure all guests feel welcome and comfortable during their stay by addressing any concerns they may have before they leave. By doing this, I am confident that I can provide a positive first impression of the hotel that will keep guests coming back time and again.”

16. How often should you update a hotel’s website with new availability information?

The interviewer may ask you this question to gauge your understanding of how important it is to keep a hotel’s website up-to-date with availability information. Your answer should show the interviewer that you understand the importance of keeping websites current and accurate, which can help increase revenue for hotels.

Example: “Updating a hotel’s website with new availability information should be done on a regular basis. Depending on the size of the hotel and how often their bookings change, this could mean daily or even hourly updates. It is important to stay up-to-date so that potential customers can easily find available rooms and make reservations.

As a Reservation Manager, I understand the importance of keeping accurate records and updating availability information in a timely manner. I have experience managing reservation systems for large hotels and am familiar with the process of updating websites regularly. I also have excellent organizational skills which help me ensure that all changes are accurately reflected on the website.”

17. There is a high volume of last-minute bookings for a particular night. How would you adjust your staffing to accommodate the additional guests?

This question can help the interviewer assess your ability to make quick decisions and prioritize tasks. Use examples from past experiences where you had to adjust staffing or other resources in order to accommodate last-minute bookings.

Example: “As a Reservation Manager, I understand the importance of being able to adjust staffing levels quickly and efficiently in order to accommodate last-minute bookings. My approach would be to first assess the current staff on hand and determine if any additional help is needed. If so, I would reach out to my network of contacts to see if anyone is available for short-term employment or freelance work.

I would also look into other options such as utilizing technology to streamline processes and reduce manual labor. For example, I could use an automated reservation system that allows guests to make their own reservations online without needing assistance from a staff member. This would free up more time for existing employees to focus on providing excellent customer service to those who do require it.”

18. Describe a time when you had to make a difficult decision concerning guest satisfaction.

This question can help interviewers understand how you make decisions that affect the company’s bottom line. Use examples from your experience to explain how you analyze data and use your critical thinking skills to make a decision.

Example: “I recently had to make a difficult decision concerning guest satisfaction while working as a Reservation Manager. A guest had made a reservation for a room with two beds, but upon arrival the hotel was fully booked and we only had one bed available. I knew that this would not meet the expectations of the guest so I decided to upgrade them to a suite at no additional cost. This was an expensive solution, however it was necessary to ensure the guest’s satisfaction. The guest was extremely pleased with my decision and thanked me for going above and beyond to provide excellent customer service.

This experience taught me the importance of putting the needs of the guests first and ensuring their satisfaction is always top priority. As a Reservation Manager, I understand how important it is to take care of our guests and I am committed to providing exceptional customer service.”

19. What methods do you use to stay informed of industry trends and changes?

The interviewer may ask this question to see if you are committed to staying up-to-date on industry trends and changes. Your answer should show that you have a passion for your career and want to learn more about the hospitality industry. You can mention specific resources or publications you use to stay informed of industry news, such as trade magazines or blogs.

Example: “Staying informed of industry trends and changes is an important part of being a successful Reservation Manager. To stay on top of the latest developments, I make it a priority to read relevant publications such as travel magazines and websites, attend conferences and seminars related to the hospitality industry, and network with other professionals in the field. I also follow various social media accounts that provide up-to-date information about the current state of the industry. This allows me to keep abreast of the latest news, regulations, and best practices so that I can be sure I’m providing the highest quality service to my customers. Finally, I am always open to learning new skills and techniques that will help me better serve my clients.”

20. How would you handle an unhappy customer who is demanding a refund?

An interviewer may ask this question to assess your customer service skills. They want to know how you would handle a challenging situation and whether or not you have the ability to diffuse it. In your answer, try to show that you can be empathetic while also remaining firm in your decision.

Example: “When dealing with an unhappy customer who is demanding a refund, I believe it is important to remain professional and courteous. First, I would listen carefully to the customer’s concerns and try to understand why they are dissatisfied. Then, I would explain the company’s policy on refunds and any other options that may be available to them. If the customer still insists on a refund, I would do my best to accommodate their request while also taking into account the company’s policies. Finally, I would thank the customer for bringing their issue to my attention and apologize for any inconvenience caused. By providing excellent customer service, I strive to ensure that all customers leave satisfied.”

21. Do you have experience with revenue management strategies?

Revenue management is a key skill for reservation managers. They need to be able to understand how different pricing strategies affect revenue and make recommendations based on their findings. This question helps the interviewer assess your experience with this important aspect of reservations. If you have relevant experience, share it in your answer. If not, explain that you are willing to learn about revenue management if hired.

Example: “Yes, I have extensive experience with revenue management strategies. During my time as a Reservation Manager, I was responsible for creating and executing effective revenue management strategies to maximize profits and increase occupancy rates. I worked closely with the sales team to develop pricing strategies that would attract more customers while also ensuring that we were maximizing our revenues. I also monitored market trends and adjusted prices accordingly to ensure that we remained competitive in the marketplace. Finally, I implemented an automated system to track reservations and analyze data to identify opportunities for improvement. This allowed us to better understand customer preferences and adjust our offerings accordingly.”

22. Describe your approach to sales and marketing for hotel services.

As a reservation manager, you may need to market your hotel’s services and amenities. Employers ask this question to learn about your sales and marketing skills and how they relate to the position. In your answer, explain what steps you would take to promote the hotel’s offerings. Share any specific strategies or tactics that have worked for you in the past.

Example: “My approach to sales and marketing for hotel services is focused on providing an exceptional customer experience. I believe that the key to successful sales and marketing lies in understanding the needs of each individual guest and tailoring our services to meet those needs. To do this, I use a variety of techniques such as personalizing offers, creating targeted campaigns, and leveraging technology to provide guests with a seamless booking experience.

I also strive to stay up-to-date on industry trends and best practices so that I can ensure our hotel is offering competitive rates and packages. My goal is to make sure that our guests have access to all the information they need to make informed decisions about their travel plans. Finally, I am committed to building strong relationships with our customers through excellent communication and service.”

23. What steps would you take to ensure the accuracy of reservations?

The interviewer may ask you this question to assess your attention to detail and organizational skills. Your answer should include a list of steps you would take to ensure reservations are accurate, including how you would communicate with staff members about the importance of accuracy.

Example: “I understand the importance of accurate reservations in providing excellent customer service. To ensure accuracy, I would take several steps.

The first step is to create a system for tracking and managing all reservations. This could include using software such as a reservation management system or an online booking platform. This will help me keep track of every reservation and make sure that each one is properly recorded.

The second step is to double-check all reservations before they are finalized. This includes confirming dates, times, and any other details related to the reservation. It also involves verifying payment information and making sure that all necessary documents have been provided.

The third step is to provide clear communication with customers throughout the process. This means responding promptly to inquiries, answering questions accurately, and keeping customers informed about their reservation status.

Lastly, I would stay up to date on industry trends and best practices. This would involve researching new technologies and staying abreast of changes in the hospitality industry. By doing this, I can ensure that our reservations remain accurate and efficient.”

24. Are you familiar with any international reservation systems or processes?

If the company you’re interviewing with has a global presence, they may ask this question to see if you have experience working internationally. If you don’t have international experience, you can talk about how you would adapt to an international reservation system or process.

Example: “Yes, I am familiar with international reservation systems and processes. During my time as a Reservation Manager, I have worked extensively with various global reservation systems such as Sabre, Amadeus, Galileo, Worldspan, and Apollo. I understand the nuances of each system and can quickly adapt to new ones if needed.

I also have experience working with different types of reservations, including airfare, hotel, car rental, and cruise line bookings. I’m comfortable navigating complex fare rules and regulations, and I’m able to provide excellent customer service when dealing with customers from around the world. My ability to stay organized and multitask makes me an ideal candidate for this position.”

25. What strategies do you use to build relationships with guests?

An interviewer may ask this question to learn more about your customer service skills. They want to know how you interact with customers and what strategies you use to make them feel valued. Use examples from previous experiences to show the interviewer that you can build strong relationships with guests.

Example: “Building relationships with guests is an important part of my job as a Reservation Manager. I strive to create a positive and memorable experience for each guest that will make them want to return again in the future. To do this, I focus on providing excellent customer service by being friendly, helpful, and attentive to their needs. I also stay up-to-date on the latest trends and technologies so I can better serve our guests.

I believe communication is key when it comes to building relationships with guests. I take time to listen to what they have to say and provide clear answers to any questions they may have. I also keep track of past conversations and preferences so I can personalize their experiences and show them that I value their business. Finally, I always follow up after their stays to ensure they had a pleasant experience and to thank them for choosing our establishment.”