Barbeque Nation Reservations Executive Interview: Rounds, Questions and Preparation

What the job involves

A Reservations Executive handles table bookings, manages the reservation system, and coordinates with the floor team to ensure smooth seating and guest satisfaction. In a casual dining chain like Barbeque Nation, the role involves handling high call volumes, walk-in enquiries, large group bookings, and special requests while maintaining accurate records.

Role and Technical Knowledge

1. 1

   What are the key steps you follow when a guest calls to make a reservation?

   Mention greeting, collecting details (name, date, time, party size), checking availability, confirming, and repeating the details back. Highlight using the reservation software to block the table.

2. 2

   How do you handle a situation where the requested time slot is fully booked?

   Suggest offering alternative times, joining a waitlist, or recommending a nearby sister outlet if available. Emphasise keeping the guest informed and positive.

3. 3

   What information do you need to capture for a large group booking?

   Include contact number, number of guests, any special requests (birthday, dietary needs), advance payment if required, and arrival time. Mention coordinating with the kitchen and floor manager.

4. 4

   How would you use upselling while taking a reservation?

   Talk about mentioning special offers, combo meals, or premium seating. Stress that upselling should be helpful, not pushy, and only when relevant.

Practical Scenarios

1. 5

   A guest arrives 30 minutes late for their reservation and the table has been given away. What do you do?

   Apologise, check for immediate availability, offer the next best option, and if possible, provide a complimentary gesture. Show empathy and problem-solving.

2. 6

   You have two reservations for the same table at the same time due to a system error. How do you resolve it?

   Stay calm, inform the guests politely, check for alternative tables, and escalate to the manager if needed. Mention learning from the error to avoid repeats.

3. 7

   A regular guest calls to book a table but the restaurant is hosting a private event that day. How do you handle the call?

   Thank the guest for their loyalty, explain the situation, and offer to book them for another day or at a different outlet. Suggest noting their preference for future.

4. 8

   How would you handle a no-show for a large group booking during peak hours?

   Follow the no-show policy (e.g., release the table after a grace period), inform the manager, and try to reallocate the table to waiting guests. Mention documenting the incident.

Behavioural and HR Questions

1. 9

   Tell me about a time you dealt with an angry customer. How did you handle it?

   Use the STAR method: describe the situation, your action (listening, apologising, solving), and the positive outcome. Show patience and calmness.

2. 10

   How do you prioritise tasks when the phone is ringing, guests are waiting, and you have pending paperwork?

   Explain that you assess urgency, handle guests present first, then calls, and complete paperwork during lulls. Mention using a to-do list or system notes.

3. 11

   Why do you want to work in reservations for a restaurant chain?

   Connect your interest in hospitality, customer interaction, and organisational skills. Show enthusiasm for the brand and the fast-paced environment.

4. 12

   Are you comfortable working in rotational shifts, including weekends and holidays?

   Answer honestly but positively. Mention flexibility and willingness to adapt to the team's needs. If you have constraints, discuss them professionally.

Company and Industry Awareness

1. 13

   What do you know about our restaurant chain and its reservation process?

   Research the brand's cuisine, outlets, and typical dining style. Mention that you understand they handle high volumes and may use a digital reservation system.

2. 14

   How would you handle a guest who wants to book a table for a birthday celebration with a cake?

   Note the special request, confirm if outside cake is allowed, inform the team, and suggest adding a birthday package if available. Show attention to detail.

3. 15

   What is the importance of maintaining accurate reservation records?

   Explain that it prevents overbooking, helps manage table turnover, and ensures guest satisfaction. Mention that accurate data also aids in forecasting and planning.

4. 16

   How do you stay updated on current offers and menu changes to inform guests during booking?

   Say you read internal communications, attend briefings, and check the company app or website. Stress that being informed helps in upselling and answering queries.