17 Reservations Coordinator Interview Questions and Answers

A reservations coordinator is responsible for the planning and coordination of all aspects of the reservations process for a hotel, resort, or cruise line. The coordinator works with the sales team to ensure that rooms are available for guests and that all reservations are processed in a timely and efficient manner.

If you’re interested in a career as a reservations coordinator, you will need to be able to answer a variety of interview questions about your skills, experience, and qualifications. In this guide, we will provide you with a list of some of the most common reservations coordinator interview questions and answers.

Are you comfortable working with a high volume of calls and requests at once?

This question can help an interviewer determine if you have the ability to multitask and prioritize tasks. Use examples from your experience that show how you manage multiple projects at once, stay organized and meet deadlines.

Example: “In my previous role as a reservations coordinator, I often had to handle high volumes of calls and requests at once. For example, during peak hours, I would receive up to 20 calls per hour. However, I learned to use effective time management skills to answer all incoming calls within two rings and efficiently process each request. This helped me reduce call wait times for customers and allowed me to focus on other important tasks like updating reservation lists.”

What are some of the most important skills for a successful reservations coordinator?

This question can help the interviewer determine if you have the skills and abilities to succeed in this role. When answering, it can be helpful to mention a few of your strongest skills that relate to the job description.

Example: “I think one of the most important skills for a reservations coordinator is communication. This role requires me to communicate with customers over the phone and through email, so I am always sure to speak clearly and write concisely. Another skill that’s important is organization. As someone who has worked as a reservations coordinator before, I know how important it is to keep track of all incoming calls and emails. Finally, problem-solving skills are also essential because there may be times when something goes wrong during a reservation.”

How would you handle a situation where a guest is very upset about a problem with their room?

An interviewer may ask this question to assess your customer service skills and how you handle challenging situations. In your answer, try to show that you can empathize with the guest while also maintaining a positive attitude.

Example: “If a guest is upset about something in their room, I would first listen to them and make sure they feel heard. Then, I would apologize for the inconvenience and offer to help find them another room if needed. If it’s possible, I will fix the problem myself or delegate it to someone else so the guest doesn’t have to wait long. For example, if there was a broken TV, I might tell them we’ll send someone up right away to fix it.”

What is your process for prioritizing all of the incoming requests and calls?

The interviewer wants to know how you prioritize your tasks and ensure that you’re meeting the needs of customers. Describe a process for handling incoming calls, emails or requests so that you can provide excellent customer service while also ensuring that other employees have what they need to do their jobs.

Example: “I start my day by checking in with all of our front desk staff to see if there are any questions or concerns. Then I check my email inbox to see which reservations require immediate attention. For example, if we have a large party arriving within an hour, I’ll make sure that we have enough servers on hand to accommodate them. After that, I’ll go through my list of remaining reservations and respond to those who have emailed me.”

Provide an example of a time when you went above and beyond to help a guest and solved a problem for them.

An employer may ask this question to learn more about your customer service skills and how you handle challenging situations. In your answer, try to describe a situation where you helped a guest in need and solved their problem or issue.

Example: “At my previous job as a reservations coordinator, I once had a guest call me who was having trouble booking a room online. The guest didn’t have access to the internet at home, so they were trying to book a room from work. They asked if there was any way we could help them with the process. I told them that unfortunately, we couldn’t do anything for them since our system is set up to only allow people to book rooms online. However, I offered to put them on hold while I looked through our other properties to see if there was one nearby that might be able to accommodate them.”

If a guest calls in with a complaint, how would you handle it?

An interviewer may ask this question to assess your customer service skills. They want to know how you would respond to a challenging situation and whether you have the ability to diffuse it or solve it quickly. In your answer, try to show that you can be empathetic while also remaining calm and focused on resolving the issue as efficiently as possible.

Example: “If a guest called in with a complaint, I would first apologize for their experience and then listen carefully to what they’re saying. If there’s anything I can do to help them feel better about the situation, I would offer that solution right away. For example, if they were upset because of a long wait time, I might offer them a free appetizer or discount on their next visit. Then, I would find out exactly what happened so I could address the problem appropriately.”

What would you do if you were unable to find an answer to a guest’s question within the company?

As a reservations coordinator, you may be the first point of contact for guests. This means that you need to have answers to common questions and know how to find more information if needed. Employers ask this question to make sure you understand your responsibilities as a reservations coordinator and to see what steps you would take to solve the problem. In your answer, explain that you would do everything in your power to find an answer for the guest.

Example: “If I was unable to find an answer to a guest’s question within the company, I would immediately start searching online for the answer. If I still couldn’t find it, I would call other hotels or companies with similar services to see if they had any advice. If all else failed, I would try my best to get the guest the information they needed while also letting them know we were working on finding an answer.”

How well do you perform under pressure and meeting deadlines?

When working as a reservations coordinator, you may be required to meet deadlines and work under pressure. Employers ask this question to learn more about your ability to perform well in these situations. Use past experiences to explain how you met the deadline and what skills helped you succeed.

Example: “In my previous role as a reservations coordinator, I was responsible for booking flights for hundreds of customers each day. This meant that I had to book flights quickly while also ensuring they were accurate. In my experience, it’s important to stay calm when booking flights so that you can make sure all information is correct. I practiced my method until I could complete it efficiently and accurately. This helped me reduce stress and focus on providing excellent customer service.”

Do you have experience using hotel reservation software?

The interviewer may ask this question to learn about your experience with the software they use at their company. If you don’t have experience using hotel reservation software, consider asking them what type of software they use and if you can practice using it before your interview.

Example: “I’ve used several different types of hotel reservation software in my previous roles. I’m most comfortable using systems that allow me to make reservations online or through a mobile app. I also enjoy being able to access reports from these systems so I can track important information like guest feedback.”

When communicating with guests, is there a specific tone or style that you prefer?

The interviewer may ask this question to assess your communication style and how you interact with customers. Your answer should demonstrate that you are a friendly, empathetic person who is willing to go the extra mile for guests.

Example: “I prefer to communicate with guests in a friendly, upbeat tone. I find that being positive and encouraging helps me build rapport with them and makes them feel more comfortable when they’re making their reservations. When communicating by email or phone, I try to respond within 24 hours so that they don’t have to wait too long for a response. If it’s an urgent matter, I’ll respond as soon as possible.”

We want to increase our customer retention rates. What strategies would you use to accomplish this?

Customer retention is an important part of any business, and the interviewer may ask this question to see if you have strategies for improving customer satisfaction. In your answer, explain how you would implement a plan that increases customer loyalty and reduces customer turnover.

Example: “I believe one way we can improve our customer retention rates is by making sure all customers are satisfied with their experience at the hotel. To do this, I would create a system where front desk staff could report when they notice a customer who seems unhappy or dissatisfied. Then, I would assign these reports to my team so we can follow up with those customers and make sure they’re happy with their stay.”

Describe your personal philosophy on customer service.

Customer service is an important part of the reservations coordinator role. Employers ask this question to make sure you understand how your personal philosophy on customer service relates to their company’s values. In your answer, explain what makes a good customer experience and how you would apply that to your work as a reservations coordinator.

Example: “I believe that every interaction with a guest should be positive. I always try to greet guests with a smile and offer them help or information when they need it. If someone has a complaint, I take ownership of the issue and do everything in my power to resolve it. I also think it’s important to remember that everyone who calls us is a person. I treat each caller like a friend and use kind language.”

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 three things that make you unique from other candidates. These could be skills or experiences that relate to the job description. Share these with your interviewer so they know what makes you an ideal candidate for the position.

Example: “I have experience working in a fast-paced environment, which is something I see as a benefit to this role. In my previous role, I was responsible for answering phones and helping customers find available tables. This required me to multitask and prioritize tasks quickly. I also have excellent customer service skills, which I think would help me excel at this position.”

Which industries or areas of hospitality do you have the most experience in?

This question can help the interviewer understand your experience level and how it may relate to their company. If you have relevant experience, share what you’ve done in previous roles that is similar to this one. If you don’t have hospitality experience, consider sharing other work experiences that are transferable.

Example: “I have five years of experience working as a reservations coordinator for hotels and resorts. I also worked at a restaurant where I was responsible for scheduling servers and bartenders, which helped me learn more about customer service and communication skills.”

What do you think is the most important aspect of a positive customer experience?

This question can help the interviewer understand your customer service philosophy. Your answer can also tell them how you would prioritize tasks as a reservations coordinator.

Example: “I think that the most important aspect of a positive customer experience is making sure customers feel heard and valued. I believe it’s our job to make their experience with us as pleasant as possible, so if they have any concerns or questions, we should do everything we can to address them. If I’m working in a restaurant, for example, I might ask if there’s anything else I can get them before they leave. This shows them that we value their business and want to ensure they have an enjoyable time.”

How often do you think a reservations coordinator should update their knowledge and skills?

This question can help an interviewer understand how you stay up to date with the latest trends in your industry. Your answer should show that you are dedicated to learning and growing as a professional.

Example: “I think it’s important for reservations coordinators to keep their skills current, especially if they want to advance in their career. I try to attend at least one conference or seminar per year where I learn about new technology or best practices. In addition, I also read blogs and articles from industry leaders to learn more about what other companies are doing.”

There is a change in the industry that affects how you do your job. How do you adapt?

This question is a great way to see how you adapt to change and whether or not you are open to new ideas. When answering this question, it can be helpful to give an example of a time when you had to adapt to a change in your industry.

Example: “In my last role as reservations coordinator, we were using a different software for our reservations. However, the company decided to switch to a more advanced system that was better suited for our needs. I worked with my team to learn the new software so we could continue taking reservations without any issues. It took some time to get used to the new system, but eventually, we all adapted.”