Devyani International Reservations Executive Interview: Rounds, Questions and Preparation

What the job involves

A Reservations Executive handles room, table or service bookings for hotels, restaurants and QSR chains, managing enquiries via phone, email and booking platforms. They confirm availability, process reservations, update systems like Opera or POS, and coordinate with front office or outlet teams to ensure smooth guest service. In a company like Devyani International, the role supports high-volume brands such as KFC, Pizza Hut and Costa Coffee, balancing speed, accuracy and customer satisfaction.

Role and Technical Knowledge

1. 1

   What is the difference between a reservation and a walk-in booking, and how do you handle each?

   Explain that reservations are pre-booked with guest details and payment guarantee, while walk-ins are immediate. Mention checking availability, confirming details and updating the system for both.

2. 2

   How would you manage overbooking or a fully booked situation?

   Show empathy, offer alternatives like another outlet or time slot, and follow the company's overbooking policy. Mention coordinating with the manager and documenting the case.

3. 3

   What information do you collect when taking a reservation over the phone?

   List name, contact number, date and time, number of guests, special requests, and payment or confirmation details. Emphasise repeating the details back for accuracy.

4. 4

   What is upselling in reservations, and how can it benefit the outlet?

   Define upselling as suggesting higher-value options like a larger table, combo meals or premium seating. Link it to increased revenue and better guest experience without being pushy.

Practical Scenarios

1. 5

   A guest calls to cancel a booking at the last minute during peak hours. What do you do?

   Follow the cancellation policy, update the system immediately, and try to re-fill the slot by offering it to waitlisted guests. Stay polite and note the reason for future reference.

2. 6

   You have double-booked a table by mistake. How do you resolve it?

   Apologise sincerely, inform the manager, and offer the earliest available alternative or a small compensation as per policy. Show that you take ownership and learn from the error.

3. 7

   A regular customer wants a discount that is not part of the current offer. How do you respond?

   Acknowledge their loyalty, explain the policy politely, and offer any available loyalty benefit or alternative. Escalate to a supervisor if needed without making false promises.

4. 8

   How would you handle a reservation request in a language you are not fluent in?

   Stay calm, use simple English or a translation tool, and confirm details in writing. Mention seeking help from a colleague who knows the language if possible.

Behavioural and Situational

1. 9

   Tell me about a time you had to handle a difficult customer.

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

2. 10

   How do you prioritise when you have multiple booking requests at once?

   Explain sorting by urgency and guest impact, using tools like a queue or checklist. Mention staying calm and communicating delays to guests.

3. 11

   Describe a situation where you worked in a team to meet a target.

   Focus on your specific contribution, coordination with colleagues, and the result. Show willingness to support others during peak hours.

4. 12

   Have you ever made a mistake at work or in college? How did you handle it?

   Be honest about a small error, show that you reported it, fixed it and took steps to avoid repetition. Avoid blaming others.

HR and Company Fit

1. 13

   Why do you want to work in reservations for a food service company?

   Link your interest in hospitality and customer interaction to the fast-paced QSR or restaurant environment. Mention growth opportunities in the sector.

2. 14

   Are you comfortable with rotational shifts, weekends and holidays?

   Answer honestly and show flexibility, as reservations teams often work in shifts. Mention any constraints clearly but positively.

3. 15

   What are your salary expectations for this role?

   Research typical fresher salaries in the hospitality sector and give a reasonable range. Show that you value learning and growth, not just pay.

4. 16

   Where do you see yourself in two years with us?

   Talk about mastering reservations, learning revenue management or moving into a senior executive or team lead role. Show commitment to the company and industry.