Top 20 Interview Questions & Answers for Hotel Reservationist Roles – 2025

Preparing for a hotel reservationist job interview? This guide provides a list of essential questions and answers that will help you demonstrate your customer service skills, problem-solving abilities, and experience with hotel reservation systems. Whether you're applying for a position in a luxury hotel or a budget motel, these questions cover all key areas of the job.

General Questions

• 1. Tell me about your experience working in the hospitality industry.
  This question allows the candidate to showcase their relevant work experience and highlight their understanding of the industry.
• 2. How do you handle difficult or irate customers?
  Customer service is an essential aspect of the hotel reservationist role, and this question evaluates the candidate's ability to handle challenging situations with composure and professionalism.
• 3. Can you walk me through your experience with hotel reservation systems?
  The candidate's familiarity with reservation software is crucial to their success in this role. This question allows them to showcase their technical skills and knowledge of industry-specific systems.
• 4. How do you prioritize tasks when faced with a high volume of reservations?
  This question assesses the candidate's time management and organizational abilities, which are crucial in a fast-paced hotel environment.
• 5. How do you ensure accuracy when entering guest information into the reservation system?
  Paying attention to detail is essential in this role, and this question evaluates the candidate's processes for preventing errors and delivering high-quality work.
• 6. How do you handle overbooking situations?
  Overbooking is a common scenario in hotels, and this question tests the candidate's problem-solving skills and ability to find alternative solutions for guests.
• 7. How do you manage reservations during peak season?
  Peak season usually brings a surge of reservations, and this question evaluates the candidate's ability to handle a high volume of bookings and maintain excellent customer service.
• 8. How do you handle group or corporate reservations?
  Group or corporate reservations may require different processes and considerations, and this question allows the candidate to demonstrate their understanding of the specific requirements for these bookings.
• 9. How do you handle confidential guest information?
  Protecting guest privacy is crucial in the hospitality industry, and this question evaluates the candidate's understanding of confidentiality protocols and their trustworthiness.
• 10. Can you describe a time when you resolved a difficult situation for a guest?
  This is a behavioral question that assesses the candidate's ability to handle challenging situations and provide excellent customer service.

Situational Questions

• 11. Imagine a guest has lost their reservation confirmation. How would you handle this situation?
  This question tests the candidate's problem-solving skills and ability to think on their feet to address unexpected issues.
• 12. A guest has requested a room change upon arrival. How would you handle this request?
  This question evaluates the candidate's ability to manage last-minute changes and their understanding of hotel policies and procedures.
• 13. How do you handle reservation cancellations?
  Cancellations can happen for various reasons, and this question assesses the candidate's understanding of the hotel's cancellation policy and their communication skills in delivering the news to the guest.
• 14. A guest has left behind valuable personal belongings in their room. What would you do?
  This question evaluates the candidate's ethical standards and their procedures for handling lost or found items.
• 15. How do you handle billing discrepancies with a guest's reservation?
  This question assesses the candidate's attention to detail and their ability to resolve issues related to billing and guest charges.

Technical Skills & Experience

• 16. What is the most important information to gather from a guest when making a reservation?
  The candidate's understanding of the key details required for a reservation is tested in this question.
• 17. How do you handle cash transactions and process payments?
  Many hotels still allow guests to pay in cash, and this question evaluates the candidate's familiarity with cash-handling procedures and their accuracy in processing payments.
• 18. Have you ever encountered technical difficulties with a reservation system? How did you handle it?
  Technical issues can occur in any job, and this question assesses the candidate's troubleshooting skills and ability to stay calm under pressure.
• 19. Have you ever had to handle a reservation for a high-profile guest or a VIP? How did you handle it?
  This question evaluates the candidate's level of professionalism and customer service when handling bookings for high-profile individuals.
• 20. How do you stay updated with the latest hotel promotions and packages?
  This question allows the candidate to demonstrate their interest in the hotel and their knowledge of current promotions and packages, which is essential in upselling to guests.