What do you enjoy most about working in reservations?
What I enjoy the most about working in reservations is the opportunity to be the first point of contact in a guest’s journey. There’s something fulfilling about helping people plan their stay, assisting with travel logistics, and ensuring that every detail—dates, room types, preferences, and special requests—is carefully handled. I find joy in using the Property Management System (PMS) to organize, coordinate, and fine-tune each booking to perfection. Beyond the technical side, I love the collaboration with the Front Office team—we’re like the bridge between guest expectations and actual experiences. Whether it's last-minute changes, VIP arrivals, or simply offering guidance, our teamwork plays a huge role in maintaining the flow of hospitality. Knowing that I contribute to making someone’s stay smooth and enjoyable, even before they arrive, is what keeps me motivated every day.
How do you stay organized when managing multiple requests at once?
I rely on a combination of prioritization, time management, and clear focus. First, I assess each request based on its urgency and importance, ensuring that critical or time-sensitive matters are handled promptly. I also make use of task lists and scheduling tools to track responsibilities and deadlines throughout the day. Staying organized means being proactive—anticipating needs, avoiding clutter (digitally and mentally), and maintaining a calm, focused approach even during peak periods. By staying adaptable, communicating effectively with my team, and managing my time wisely, I’m able to keep everything running smoothly without compromising service quality.
What’s one thing guests often misunderstand about making reservations?
One common area of misunderstanding is the cancellation policy. Guests sometimes assume they can cancel or modify bookings at any time without consequences, not realizing that certain rates come with strict cancellation terms—like non-refundable or advance purchase options—which are clearly stated at the time of booking. Another point of confusion is the difference in rates they see online versus what we offer as our Best Available Rate (BAR). Guests may come across third-party or promotional prices without realizing that those rates may have conditions attached or may not include added value like flexible changes, breakfast, or loyalty perks. It’s always best to book directly or ask for clarification, as our team is always happy to explain rate structures, inclusions, and policies to ensure full transparency and a smoother booking experience.
What’s your favorite part of a booking conversation?
My favorite part is closing the booking—that final moment when the reservation is confirmed, and I can confidently provide the guest with clear, detailed instructions about their stay. It’s satisfying to know that I’ve guided them through the process seamlessly, answered their questions, and left them feeling reassured and excited about their upcoming visit. There’s a unique sense of accomplishment in turning an inquiry into a confirmed booking, especially when the guest ends the conversation feeling valued and well taken care of. It’s more than just finalizing a transaction; it’s about delivering a sense of trust and readiness, setting the tone for a great experience even before they arrive.
What is your secret to sounding cheerful—even during the busiest moments?
It all starts with maintaining a positive mindset, no matter how hectic the day gets. I remind myself that each guest interaction is a fresh opportunity to create a pleasant experience. One of my simplest yet most effective tools is smiling while I speak—even over the phone, it naturally lifts the tone of my voice and makes my communication sound warm and genuine. I also make it a point to truly listen and show sincere interest in the guest’s needs and concerns. When guests feel heard and valued, it becomes easier to connect with them positively. Even in stressful moments, focusing on solutions instead of problems helps me stay calm, upbeat, and reassuring. That mindset not only keeps the energy cheerful but also builds trust and satisfaction on the guest's end.
Emails or phone calls?
I prefer emails because they allow for more clarity, structure, and accuracy—especially when dealing with detailed guest requests, booking confirmations, or changes. With emails, I can take the time to double-check information, provide written documentation guests can refer to later, and ensure nothing is missed in the communication. It also gives both parties the flexibility to respond thoughtfully, without the pressure of real-time replies. In a fast-paced environment where multitasking is constant, emails help me stay organized and keep a reliable record of every interaction, which is helpful for follow-ups or future reference.
Standard bookings or special requests?
I prefer standard bookings because they offer a sense of structure and predictability, allowing me to manage time and resources more efficiently. With standard bookings, I can streamline the reservation process, minimize room for error, and ensure consistency in service delivery. It also allows me to focus on maintaining accuracy, updating the system promptly, and giving guests a seamless experience from the moment they book. While I enjoy the occasional challenge of special requests, there’s something satisfying about the smooth flow and clarity that comes with handling standard bookings—especially during peak periods when efficiency is everything.
Solo guests or group bookings?
I enjoy handling group bookings because they play a significant role in boosting our overall occupancy and revenue. Coordinating multiple rooms and ensuring that each guest within the group has a seamless experience is both challenging and rewarding. Group bookings often require a higher level of attention to detail and collaboration with other departments—like front office, housekeeping, and food & beverage—which makes the process dynamic and engaging. Whether it's for a corporate event, a family gathering, or a wedding party, I take pride in organizing and managing the logistics that make their stay smooth and memorable. Plus, there’s always a sense of accomplishment when everything comes together successfully and the guests leave satisfied.
What’s one booking you’ll never forget?
The one booking I’ll never forget is my very first successful reservation after joining the department. It wasn’t just about entering guest details—it was my first real test of confidence, accuracy, and professionalism. I remember feeling both nervous and excited, double-checking every detail to ensure everything was perfect. From speaking with the guest to confirming the dates, rate, and special requests, I wanted everything to go smoothly. When I finally received that confirmation email and the guest arrived without any issues, the sense of accomplishment was unmatched. It marked the beginning of my journey in the reservations department and gave me the confidence to grow and take on even more complex bookings. That moment still reminds me why I love what I do.
What is your go-to phrase or greeting when picking up the phone?
“Good morning, thank you for calling The Wheatbaker. This is Damilola speaking, how may I assist you?” This greeting is more than just a formality—it sets the tone for a warm, professional interaction. I make sure to tailor the greeting to the time of day, speak clearly, and smile as I talk because it naturally reflects in my voice. It’s important for me that the caller feels acknowledged and welcomed from the very first second. By introducing myself and inviting the guest to share their needs, it shows that I’m approachable and ready to help. It also builds trust and creates a personal connection, which is essential in hospitality, especially when handling reservations or guest inquiries. First impressions matter, and I aim to make each one count.
