Role
Reservations Representative
The hiring challenge
They convert inquiries into confirmed reservations by phone and email; in an interview it is hard to see whether they combine the warmth of service with the commercial close and whether they sustain accuracy when entering rates and dates without mistakes that cost money.
What to assess
Commercial and customer orientation, communication, attention to detail in data entry and Excel proficiency.
How we build the mix
In this role the central filter is not the cognitive side, but disposition, the way people relate and self-control. The mix is built by prioritizing the role's competencies.
Related competencies confirm that this capable person can perform the specific functions of the role well, not just reason in the abstract.
A technical assessment (your own or digitized) verifies they can use the tools of the role. Or, as an alternative, DISC to learn the behavioral profile for the role.
Suggested assessment mix for reservations representative
7 assessments · variable time. Suggested guide: adjust it to your process.
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Helps observe customer orientation and the quality of service.
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Helps observe orientation to commercial results and understanding of the business.
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Helps observe clarity when communicating and the quality of how they treat others.
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Helps observe service vocation and sustained warm treatment of the customer.
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Helps observe order, prioritization and follow-through under workload.
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Helps observe how quickly they adapt to new processes, tools and contexts of the role.
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There is a sales close: the selling style gives a direct signal of the approach.
ⓘ The exact mix and its fit are tuned by Kokoro with you. This mix is a guide, not a closed recipe.