Yatra Online Reservations Executive Interview: Rounds, Questions and Preparation

What the job involves

Reservations Executives handle booking requests for flights, hotels, and holiday packages, often through phone, email, or online portals. They confirm availability, process payments, issue tickets or vouchers, and resolve booking-related issues. In a company like Yatra Online, they work in a fast-paced call center or operations team, coordinating with suppliers and ensuring customer satisfaction.

Role and Industry Knowledge

1. 1

   What are the key responsibilities of a Reservations Executive in a travel company?

   Mention handling bookings, confirming availability, issuing tickets, processing payments, and resolving customer queries. Highlight accuracy and speed.

2. 2

   What is a GDS? Name a few commonly used ones.

   Explain that GDS stands for Global Distribution System, used to book flights, hotels, and cars. Name Amadeus, Galileo, Sabre, and Worldspan.

3. 3

   What is the difference between a direct booking and an indirect booking?

   Direct booking is made directly with the airline or hotel, while indirect booking goes through a travel agency or online portal like Yatra. Mention commission and control differences.

4. 4

   What do you understand by fare rules and why are they important?

   Fare rules define conditions like cancellation, change, and refund policies. They are crucial to avoid errors and inform customers correctly.

Practical Scenarios

1. 5

   A customer calls to cancel a non-refundable ticket. How would you handle this?

   Show empathy, explain the fare rule clearly, offer alternatives like date change if possible, and escalate if needed. Emphasize customer satisfaction.

2. 6

   You have multiple booking requests and limited time. How do you prioritize?

   Prioritize by urgency, customer status (e.g., premium), and deadline. Use tools to track tasks and communicate delays proactively.

3. 7

   A customer's flight is cancelled by the airline. What steps would you take?

   Inform the customer immediately, rebook on the next available flight or offer a refund, coordinate with the airline, and confirm the new itinerary.

4. 8

   How would you handle a situation where you made a mistake in a booking?

   Acknowledge the error, inform the supervisor, correct it quickly, and apologize to the customer. Mention learning from the mistake to avoid recurrence.

Behavioural and Situational

1. 9

   Tell me about a time you dealt with an angry customer.

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

2. 10

   How do you handle repetitive work while maintaining accuracy?

   Mention routines, checklists, and taking short breaks to stay focused. Emphasize attention to detail and pride in error-free work.

3. 11

   Describe a time you worked in a team to achieve a goal.

   Highlight collaboration, communication, and your specific contribution. Link it to how teamwork helps in reservations (e.g., shift handovers).

4. 12

   What would you do if you didn't know the answer to a customer's query?

   Say you would politely ask for time, consult a supervisor or use resources, and get back with accurate information. Never guess.

HR and Company Fit

1. 13

   Why do you want to work in the travel and hospitality sector?

   Express passion for travel, helping people, and dynamic environments. Connect to the company's reputation and growth.

2. 14

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

   Answer honestly. If yes, state flexibility. If no, explain constraints but show willingness to adjust.

3. 15

   Where do you see yourself in three years?

   Show ambition to grow within the company, perhaps into a senior reservations or team lead role. Mention learning and taking on more responsibility.

4. 16

   What are your salary expectations?

   Research industry standards for freshers in this role. Give a range and express flexibility based on overall compensation and growth.