Top 20 Interview Questions & Answers for Senior Reservation Executive – 2025

Preparing for a senior reservation executive job interview? This guide provides a list of essential questions and answers that will help you showcase your experience, knowledge and skills in the hospitality industry, customer service and decision making. Whether you’re applying for a role at a hotel, resort, or travel agency, these questions cover all key areas of the job.

General Questions

• 1. Tell me about your previous experience in the hospitality industry.Answer: I have been working in the hospitality industry for over 10 years and have held various roles such as front desk clerk, guest service representative, and reservation agent. I have experience working with different types of customers, handling reservations and providing exceptional customer service.
• 2. How familiar are you with reservation systems and software?Answer: I am highly familiar with reservation systems and software, having used multiple systems in previous roles. These include popular systems such as Opera, Sabre, and Amadeus. I am also proficient in Microsoft Office and other computer programs used in the industry.
• 3. How do you handle difficult or irate customers?Answer: When faced with a difficult or irate customer, I remain calm and listen attentively to their concerns. I empathize with their situation and try to find a suitable solution or alternative. I am also well-versed in de-escalation techniques and prioritize customer satisfaction in all interactions.
• 4. Can you provide an example of a time when you went above and beyond to exceed a customer's expectations?Answer: In my previous role, a guest arrived earlier than their reservation time and their room was not yet ready. To ensure they had a comfortable experience, I offered them a complimentary upgrade to a suite and personally escorted them to their room. The guest was delighted and left a positive review for the hotel.
• 5. As a senior reservation executive, what strategies do you use to ensure a high occupancy rate?Answer: To ensure high occupancy rates, I regularly analyze and monitor room availability, trends, and pricing for the property. I also collaborate with sales and marketing teams to develop promotional offers and packages to attract guests. Additionally, I focus on delivering exceptional customer service, as happy customers are more likely to return and refer others.

Behavioral Questions

• 6. Tell me about a time when you had to handle multiple reservations at once. How did you prioritize and manage them?Answer: In my previous role, there was a sudden increase in reservations due to a convention in the area. I prioritized the reservations based on the guests' arrival dates and their loyalty status. I also communicated effectively with other departments to ensure rooms were properly prepared for each guest.
• 7. Can you share an experience where you had to handle a difficult or unusual reservation request?Answer: I once received a request from a group of guests for a private dinner on the beach. This was not a service we usually offered, but I worked with our executive chef and event coordinator to make it happen. The guests were extremely satisfied and left positive feedback on their experience.
• 8. How do you handle last-minute cancellations or no-shows?Answer: In such situations, I first try to communicate with the guest to understand the reason for the cancellation or no-show. If it is a valid reason, I work with the relevant departments to waive any charges or reschedule the reservation. If there is no communication from the guest, I follow the hotel's policy and charge the applicable fees.
• 9. Can you give an example of a time when you had to resolve a billing dispute with a guest?Answer: In one instance, a guest complained about being overcharged for a spa service. Upon reviewing the bill, I noticed a mistake and immediately issued a refund. I also offered the guest a complimentary spa treatment for the inconvenience caused.
• 10. How do you handle a situation where a guest is unhappy with their room or amenities?Answer: First, I apologize for any inconvenience caused and listen to the guest's concerns. I then offer to move the guest to a different room if available or address any specific issues. I also make sure to follow up with the guest to ensure their satisfaction.

Situational Questions

• 11. What would you do if a guest requested an early check-in but no rooms were available?Answer: If no rooms are available for an early check-in, I would offer the guest a secure place to store their luggage and provide them with a complimentary drink or snack while they wait. I would also try to prioritize their room assignment as soon as a room becomes available.
• 12. How would you handle a situation where a reservation was made for the wrong dates by mistake?Answer: If a reservation was made for the wrong dates, I would first verify the details with the guest. If the booking was made directly with the hotel, I would try to accommodate the new dates if possible. If the reservation was made through a third party, I would contact them to make any necessary changes.
• 13. You notice a discrepancy between the reservation details and the confirmation email sent to the guest. What would you do?Answer: I would immediately contact the guest to confirm the booking details and apologize for any inconvenience. If there was a mistake on our end, I would rectify it and ensure the guest receives the correct information before their arrival.
• 14. How would you handle a situation where a guest requests to extend their stay, but all rooms are fully booked?Answer: If there are no available rooms, I would offer to put the guest on a waitlist and contact them as soon as a room becomes available. I would also suggest alternative accommodation nearby and offer assistance in making the reservation. If the guest is a loyalty member, I would also try to give them priority when a room becomes available.
• 15. A guest mentions an issue with the hotel's booking system during their stay. How would you handle this situation?Answer: I would apologize for any inconvenience caused and work with our IT department to address the issue as soon as possible. If necessary, I would offer the guest compensation for the inconvenience caused and assure them that the issue will be resolved.

Cultural Fit Questions

• 16. How do you prioritize providing exceptional customer service while also meeting hotel revenue targets?Answer: I believe that delivering excellent customer service is crucial for the success of any hospitality business. Happy customers not only return but also refer others, ultimately leading to increased revenue. Therefore, I prioritize customer satisfaction while also finding ways to maximize revenue through upselling and promoting loyalty programs.
• 17. How do you handle a situation where a guest's request goes against company policies?Answer: In such situations, I would explain our policies to the guest and offer alternative solutions. I would also try to find a compromise that meets both the guest's needs and the company's policies. If the request is not feasible, I would apologize and provide an explanation for the policy.
• 18. Can you provide an example of how you help create a positive work culture in your team?Answer: In my previous role, I organized team-building activities, recognized team members' achievements, and encouraged open communication. I also participated in company-wide initiatives and encouraged team members to do the same. This helped create a positive and collaborative work culture within the team.
• 19. How do you handle working with a difficult team member?Answer: I believe in addressing issues with team members directly and in a professional manner. I would first try to understand the root cause of the issue and provide constructive feedback to help improve the situation. If necessary, I would escalate the issue to a manager for further assistance.
• 20. What do you think is the key to providing exceptional customer service in the hospitality industry?Answer: I believe the key to exceptional customer service is understanding the guests' needs and being empathetic. Additionally, having knowledge about the property, local area, and industry trends can help provide personalized and valuable experiences for the guests. Communication and problem-solving skills are also essential in handling any issues that may arise.