Travel, hospitality and food service
Lemon Tree Hotels Reservations Executive Interview: Rounds, Questions and Preparation
For Reservations Executive roles at companies like Lemon Tree Hotels
What the job involves
A Reservations Executive handles room bookings, inquiries, and cancellations for a hotel or resort, ensuring accurate records and high occupancy. They interact with guests via phone, email, and online travel agencies, process payments, and coordinate with front office and sales teams. The role demands strong communication, attention to detail, and familiarity with property management systems.
Role and Technical Knowledge
- 1
What is a Property Management System (PMS) and how is it used in reservations?
Explain that a PMS manages bookings, check-ins, room inventory, and billing. Mention that as a Reservations Executive, you would use it to create, modify, and cancel reservations, and to check availability.
- 2
What are the different types of room rates and rate plans in a hotel?
Cover standard rates, corporate rates, package rates, and seasonal rates. Also mention rate plans like BAR (Best Available Rate), advance purchase, and non-refundable rates.
- 3
How do you handle overbooking situations?
Describe checking with sister properties, offering upgrades or alternative dates, and coordinating with the front office to walk a guest if necessary, while apologizing and compensating appropriately.
- 4
What is the difference between a guaranteed and a non-guaranteed reservation?
A guaranteed reservation is secured with a credit card or deposit and held until a certain time, while a non-guaranteed one may be released if the guest arrives late. Mention cancellation policies.
Practical Scenarios
- 5
A guest calls to cancel a booking made through an OTA. What do you do?
Explain that you would check the cancellation policy, guide the guest to cancel via the OTA if required, and update the PMS. Also note any cancellation fees and inform the guest politely.
- 6
How would you handle a request for a room upgrade when the hotel is fully booked?
Show empathy, check for any last-minute cancellations, offer alternative dates or a future upgrade, and note the request for the next stay. Emphasize upselling only when possible.
- 7
A guest wants a specific room with a view, but it is not available. How do you respond?
Apologize, offer the next best available option, highlight other amenities, and if possible, put a note for future preference. Strong answers show flexibility and guest satisfaction focus.
- 8
What steps would you take if you notice a discrepancy in room availability between the PMS and an OTA?
Mention checking the channel manager, updating inventory, contacting the OTA support if needed, and informing the front office to avoid double bookings. Stress on accuracy and quick resolution.
Behavioural and HR Questions
- 9
Why do you want to work in reservations rather than front office or food and beverage?
Highlight interest in planning, organization, and behind-the-scenes guest satisfaction. Mention that reservations is the first point of contact and sets the tone for the guest experience.
- 10
How do you prioritize tasks when handling multiple calls and emails?
Describe using a to-do list, urgency matrix, and time management. Give an example of handling urgent guest requests first while ensuring all inquiries are answered within service standards.
- 11
Tell me about a time you dealt with an angry customer. How did you resolve it?
Use the STAR method: situation, task, action, result. Focus on listening, apologizing, finding a solution, and following up. Show that you stay calm and professional.
- 12
Are you comfortable working in shifts, including nights and weekends?
Answer honestly but positively. Hospitality runs 24/7, so express willingness to adapt. Mention any previous experience with flexible schedules.
Industry and Company Awareness
- 13
What do you know about Lemon Tree Hotels and its brand positioning?
Research the company: mid-market hotel chain, focus on value and service, presence in India. Mention their loyalty program or sustainability initiatives if known.
- 14
How do online travel agencies like MakeMyTrip or Booking.com affect hotel reservations?
Explain that OTAs drive volume and visibility but charge commission. Reservations must manage rates, availability, and guest communication across channels to maximize revenue.
- 15
What is revenue management in the context of hotel reservations?
Revenue management involves adjusting room rates and inventory based on demand, seasonality, and competition to maximize occupancy and revenue. Reservations play a key role by monitoring bookings.
- 16
Why should we hire you for this role?
Summarize your communication skills, attention to detail, ability to learn systems quickly, and passion for hospitality. Relate your strengths to the job requirements.
Practise the conversation
Much of a Reservations Executive's job is conversation. Practise a sales call, an upset customer or a negotiation with an AI persona, and get a scored report.
Ready to try it for real?
Take a timed test or talk through a mock interview for this role, then see your scores.
This is practice material for Reservations Executive roles, written with AI. It is not a list of questions Lemon Tree Hotels or any other company has asked.