Great receptionist can think business. Short case studies (referring to situations that can realistically happen in your daily job) help the recruiters to understand whether you have the right mindset and choose the option that is best for the hotel, and for their guests.
Twenty rooms is big deal for every hotel. The client, their peers, or peers of their peers can come back many other times (for example for another team building event), if they feel good about their stay.
In a good answer you should suggest you’d do your best to get the client, even though the capacity does not allow you to accommodate all guests they want to book room for. Let’s have a look at sample answers.
Twenty rooms is a lot. I would do my best to not lose that client. On the other hand, we can not cancel the reservations other guests have made, because opinion of every guest is equally important for the reputation of the hotel. I would probably say the client that I needed to check the availability for them, and would call back in one hour. I would go to the manager and discuss with them the options we have, in this particular case.
I would strongly apologize to the guest and say that there are only ten rooms available. However, I would recommend them the following solution: they take ten remaining rooms in our hotel, and I take care of the reservation of ten other rooms in the hotel nearby. There are many hotels in this area, so I am sure I would find one with ten rooms available. Doing it this way, I would go above and beyond for the client, and at the same time we would book out our capacity. Of course, before doing that, I would seek an approval from the manager.
The interviewers can inquire about a variety of situations. Guests with pets, people with special needs, big groups, drunken guests, etc. Try to always think about that’s the best option, from the perspective of a hotel as a business, considering the impact on the reputation, and the stay of other guests. That should help you finding the right answer…