17 Reservation Specialist Interview Questions and Answers

As a reservation specialist, you are the first line of customer service for people looking to book a trip. From airline tickets to hotel reservations, you are the person who helps customers find the best deal for their travel needs.

If you’re looking for a job in this field, it’s important to be prepared for the interview. In this guide, we will provide you with some common questions and answers that you can use to help you get the job.

Are you comfortable working in a fast-paced environment where you might have multiple calls to handle at once?

Working as a reservation specialist can be quite busy, especially during peak hours. Employers ask this question to make sure you’re comfortable working in such an environment and that you have the multitasking skills necessary for the job. In your answer, explain how you stay organized and prioritize tasks when you have multiple things to do at once.

Example: “I am definitely comfortable working in a fast-paced environment. I thrive on being able to handle many different tasks at once. When I’m taking calls, I find it helpful to write down notes so I don’t forget any details. This helps me keep track of what each caller is looking for and allows me to provide them with all the information they need.”

What are some of the most important skills for a successful reservation specialist?

An interviewer may ask this question to learn more about your reservation specialist skills and how you apply them in a work environment. When answering, it can be helpful to mention some of the skills that are listed on the job description or any other skills that you feel are important for the role.

Example: “The most important skill for me is communication because I use it every day with customers over the phone and through email. Another skill that’s essential is problem-solving because I often have to solve issues quickly when speaking with customers. Time management is also an important skill because I need to stay organized and prioritize tasks so I can meet deadlines.”

How would you handle a customer who is very upset and angry about a previous customer service interaction?

This question can help interviewers understand how you handle challenging situations and whether you have the interpersonal skills to work with customers who are upset. In your answer, try to show that you can remain calm in stressful situations and empathize with customers while also maintaining a high level of customer service.

Example: “I once had a customer who was very angry about an interaction they had with another employee. I listened carefully to what they were saying and tried to understand their perspective. Then, I explained to them why our company’s policies were as they were and apologized for any inconvenience caused by the previous interaction. The customer calmed down after this explanation and thanked me for my time.”

What is your experience with booking and confirming reservations?

This question can help the interviewer understand your experience with this process and how you might approach it in your new role. Use examples from previous work experiences to highlight your skills, such as attention to detail, communication and organization.

Example: “In my last position, I was responsible for booking reservations for a variety of customers. I used an online system that allowed me to enter customer information, including their name, address, phone number and credit card details. Then, I would confirm the reservation by entering the guest’s confirmation code. This helped ensure that we had all the necessary information before confirming the reservation.”

Provide an example of a time when you had to provide excellent customer service to a dissatisfied customer.

Customer service is an important part of the reservation specialist role. Employers ask this question to make sure you have experience with customer service and can handle challenging situations. In your answer, share a specific example of how you handled a difficult situation with a customer. Explain what steps you took to resolve the issue.

Example: “In my previous position as a reservation specialist, I had a guest who was upset about their hotel room. They called me on the phone and were very rude. I remained calm and listened to them while they expressed their concerns. After listening to their complaints, I offered to move them to another room at no extra charge. The guest agreed and we moved them to a different room. By remaining calm and offering solutions, I was able to diffuse the situation.”

If you had to choose one mode of transportation to use for the rest of your life, what would it be and why?

This question is a great way to learn more about the applicant’s preferences and values. It can also help you understand how they might fit into your company culture. When answering this question, it can be helpful to mention why you chose that mode of transportation and what makes it special to you.

Example: “If I had to choose one mode of transportation for the rest of my life, I would choose flying cars. I love traveling, so being able to visit new places without having to drive or fly would be amazing. Flying cars are also something I’ve always dreamed about, so if I could use them every day, I’d be thrilled.”

What would you do if you made a mistake while booking a reservation and the customer was already on their way to the location?

This question can help the interviewer determine how you would handle a challenging situation and recover from it. In your answer, try to show that you are willing to take responsibility for your actions and learn from them.

Example: “If I made a mistake while booking a reservation, I would immediately call the customer and apologize. Then, I would find out what they were looking for in terms of an alternative location or time. If they were already on their way to the original location, I would offer to pay for their meal or give them a discount on their next visit.”

How well do you perform under pressure?

Employers ask this question to see how you react in a high-pressure situation. They want to know that you can perform well when the stakes are higher than usual. In your answer, explain what steps you take to manage stress and stay focused on the task at hand.

Example: “I have experience working under pressure because I worked as a server for several years. When I was a server, there were many nights where we had large groups of people who wanted to be seated right away. It was my job to make sure everyone got their food within a reasonable amount of time. I learned that it’s important to prioritize tasks so that everything gets done by the deadline. If something is more urgent, then I would focus on that first. Otherwise, I would work through the list until everything was complete.”

Do you have any experience working with travel agencies?

Employers may ask this question to see if you have experience working with a team of people. They want to know that you can work well with others and communicate effectively. If you do not have any experience, consider talking about how you would approach working with a team of coworkers.

Example: “I actually worked at a travel agency for two years before I started my current job as a reservation specialist. Working there helped me learn more about the different types of vacations people take. It also taught me how to help customers find the best deals on their trips. I enjoy helping people plan their vacations and would love to continue doing so.”

When booking a reservation, what is the minimum number of people required to reserve a space?

This question is a test of your knowledge of the company’s policies and procedures. It also shows how you handle conflict when working with customers. Your answer should show that you know the company’s policies, but it should also include an element of customer service.

Example: “I would never want to inconvenience a group of people by requiring them to have at least four or more people in their party before I can book a space for them. However, if they are unable to find another reservation elsewhere, then I will do my best to accommodate them. If there are no other spaces available, I will offer them a discount on food and drinks.”

We want to increase customer loyalty. What would you do to make customers want to return to our business?

An employer may ask this question to see if you have ideas for improving customer loyalty. They want to know that you can help their business attract repeat customers and increase sales. In your answer, share a few strategies you would use to make customers feel valued and encourage them to return.

Example: “I think the best way to keep customers coming back is by making sure they always have a positive experience when they visit our business. I would do this by being friendly and helpful with each guest. I would also try to remember details about what they like so I could provide better service next time. For example, if someone likes a certain wine, I might suggest a new wine pairing menu item.”

Describe your experience with using computer software to make reservations.

The interviewer may ask this question to learn more about your computer skills and how you use them in your daily work. You can answer this question by describing the software you’ve used, what it does and how comfortable you are using it.

Example: “I have experience with several different reservation systems, including OpenTable, Resy and Yelp Reservations. I find these programs useful for searching for available tables at restaurants and making reservations online. However, I prefer to use Yelp Reservations because of its ability to integrate with my calendar app and send me reminders when a reservation is coming up.”

What makes you the best candidate 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. Think about what makes you unique compared to other candidates.

Example: “I am passionate about customer service, which is why I have worked in hospitality for five years now. My previous experience as a receptionist has given me excellent phone etiquette and communication skills. I also have extensive knowledge of computer software like Salesforce, which will help me enter data efficiently. Finally, my outgoing personality makes it easy for me to talk with customers on the phone.”

Which industries do you have experience working in?

Employers ask this question to learn more about your background and experience. They want to know if you have any relevant experience that would help you succeed in their company. When answering, list the industries you’ve worked in and what kind of work you did. If you don’t have experience working in the same industry as the job listing, explain how your previous work experience is still valuable.

Example: “I’ve worked in both the hospitality and retail industries. In my last position, I was a reservation specialist for a hotel. Before that, I worked at a clothing store where I helped customers find the right sizes and styles. Both positions required me to communicate with customers over the phone and through email. These experiences taught me how to be patient and friendly while also being efficient.”

What do you think is the most important aspect of customer service?

Customer service is a vital part of working as a reservation specialist. Employers ask this question to make sure you understand the importance of providing excellent customer service to their customers. In your answer, explain what makes good customer service and how it relates to this position.

Example: “I think the most important aspect of customer service is making sure that the customer’s needs are met. I believe that if you can provide excellent customer service, then the rest will follow. For example, if a guest has an issue with their room or wants to change rooms, I would do everything in my power to accommodate them. If they’re happy, then we’re all happy.”

How often do you make reservations?

This question can help the interviewer understand how much experience you have with making reservations. If you’re applying for a position at a high-volume restaurant, for example, your answer should reflect that you’ve made many reservations in the past. You can also include information about what types of reservations you typically make to show that you’re familiar with this process.

Example: “In my current role as a reservation specialist, I make reservations every day. We work with several different restaurants and hotels, so I’m used to making both dinner and hotel reservations. I also regularly handle customer questions and concerns regarding their reservations.”

There is a glitch in the system and you accidentally double book a seat. What do you do?

This question is a great way to test your problem-solving skills and ability to make quick decisions. Your answer should show the interviewer that you can think on your feet, apologize for any inconvenience and fix the issue as quickly as possible.

Example: “I would first apologize to both customers and explain what happened. I would then find out if they are flexible with their seating times or offer them an alternative seat. If not, I would cancel one of the reservations and give the customer a full refund. Then, I would call my manager to let them know what happened so we could ensure it doesn’t happen again.”