Preview Questions Reservation Agent | Role Specific Skill

Question 1: How do you handle a situation where a guest is unhappy with the booking process, even though the reservation was correctly processed?

Which action should you take?

Choose only one option

Apologize briefly but inform them there is nothing you can do.

Redirect the guest to another department without engaging further.

Politely explain that the issue is out of your control.

Empathize with the guest, listen to their concerns, and offer a solution to improve their experience.

Question 2: What is the best way for a reservation agent to keep track of guest preferences while managing multiple bookings?

Which action should you take?

Choose only one option

Assume guest preferences based on their past bookings and proceed with standard reservations

Ignore guest preferences unless they are directly related to the booking

Record preferences in the system as soon as they are mentioned and refer back to them when necessary

Only make note of preferences when they are explicitly requested

Question 3: 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 4: What is the most effective time to upsell additional services, such as late check-out or spa packages, during a reservation call?

Which action should you take?

Choose only one option

After confirming the room booking, introduce upsell options as enhancements to the guest's stay

After the guest expresses interest in upgrades or premium services

At the beginning of the call, before discussing the guest's actual reservation needs

Wait until the guest arrives to offer any additional services

Question 5: How can a reservation agent maximize upselling opportunities when handling a call for a standard room booking?

Which action should you take?

Choose only one option

Provide no suggestions and simply confirm the room booking

Offer an upgrade to the highest-priced room without explaining the benefits

Focus only on the room type, ignoring any potential additional services

Suggest add-ons such as breakfast, parking, or early check-in options that enhance the guest experience

Question 6: How do you handle the situation where a guest requests to modify a reservation but the system indicates it is non-changeable?

Which action should you take?

Choose only one option

Explain the policy and offer potential alternatives, such as rebooking at a later date or suggesting other accommodations.

Apologize but insist the reservation cannot be changed under any circumstances.

Modify the reservation without informing the guest about restrictions.

Tell the guest they must accept the original booking and deny all further discussion.