JUNIOR LEVEL

Can you provide an example of a time when you had to resolve a problem or issue before or during a trip?

Sample answer to the question

Yes, I have had a situation where I had to resolve a problem before a trip. Last summer, I was responsible for arranging a group trip to a popular tourist destination. Everything was going smoothly until one of the participants realized that their passport had expired just a few days before the trip. It was a stressful situation, but I immediately took charge and contacted the passport office to inquire about expedited passport renewal. I made sure to keep the traveler informed every step of the way. Thankfully, we were able to expedite the renewal process and the participant received their new passport in time for the trip. It was a great relief for everyone involved and the trip went on without any further issues.

A more solid answer

Absolutely. I can share an incident where I faced a problem right before a trip. Last year, a client approached me to plan their dream vacation to a remote island. A few days prior to the trip, I received a call from the client frantically explaining that they had mistakenly booked the wrong dates for their flights. The flights were completely non-refundable, and the client was devastated. Understanding the importance of the trip to them, I immediately sprang into action. I contacted the airline and explained the situation, hoping for a compassionate resolution. Eventually, I managed to persuade the airline to reschedule their flights without any additional charges. I also personally called the clients to inform them of the positive outcome and reassure them that their dream vacation was still on. The client was immensely grateful for my timely intervention and praised my problem-solving skills and dedication to customer service.

Why this is a more solid answer:

The solid answer includes more specific details about the problem faced (booking the wrong dates for flights) and how it was resolved (persuading the airline to reschedule without additional charges). It demonstrates the candidate's problem-solving ability and customer service orientation. However, it could provide more information about the candidate's adaptability to new technologies and tools, teamwork skills, and ability to work in a dynamic environment.

An exceptional answer

Absolutely. I have numerous examples where I successfully resolved problems or issues before or during trips. One particular instance comes to mind when I was planning a family vacation to a tropical destination. Just a day before the trip, the airline suddenly announced a strike, which caused our flights to be canceled. Understandably, the family was devastated as they had been looking forward to this vacation for months. However, I immediately started working on finding alternative flights for them. I used my extensive network and knowledge of the travel industry to secure last-minute tickets on a different airline. Additionally, I contacted the hotel and managed to negotiate a discounted rate for the inconvenience caused. I also prepared a personalized itinerary for the family, including alternative activities in case any other unforeseen issues arose. The family was extremely grateful for my quick thinking and exceptional problem-solving skills. They praised my ability to handle stressful situations calmly and efficiently, ensuring that their dream vacation wasn't completely ruined.

Why this is an exceptional answer:

The exceptional answer provides an even more detailed example of a problem faced (airline strike causing flight cancellations) and how it was resolved (securing last-minute tickets on a different airline, negotiating a discounted rate with the hotel, preparing alternative activities). It showcases the candidate's problem-solving ability, negotiation skills, adaptability to new technologies and tools, teamwork skills, and ability to work in a dynamic environment. The candidate is praised for their calmness and efficiency in handling stressful situations. However, it could still offer more information about basic financial acumen to handle transactions.

How to prepare for this question

Research real-life examples of travel-related problems or issues and how they were resolved. This will help you provide specific and contextual answers during the interview.
Familiarize yourself with popular travel booking software and tools, as well as industry trends and travel regulations. This will demonstrate your willingness to learn new technologies and your knowledge of the travel industry.
Practice your problem-solving and customer service skills by role-playing different travel-related scenarios. This will help you showcase your abilities during the interview.
Highlight any previous experience in handling customer complaints or difficult situations. This will demonstrate your customer service orientation and ability to handle challenging circumstances.

What interviewers are evaluating

Problem-solving ability
Customer service orientation