INTERMEDIATE LEVEL

Describe a situation where you had to handle an issue or emergency during a tour. How did you handle it?

Sample answer to the question

During a tour I organized in Europe, we encountered a medical emergency when one of our participants fell and injured their leg. I quickly assessed the situation, called for medical assistance, and provided first aid to stabilize the participant. I remained calm and reassured the rest of the group, keeping them informed about the situation. Once the participant was safely transported to the hospital, I rearranged the tour schedule to accommodate the change and ensure the rest of the trip was not disrupted. I maintained regular communication with the participant and their family to provide updates and support throughout their recovery.

A more solid answer

During a tour in South America, one of our participants became ill and required immediate medical attention. I swiftly assessed the situation, contacted a local medical facility, and arranged for an ambulance to transport the participant. While waiting for medical assistance to arrive, I provided first aid and comfort to the participant, ensuring their safety and well-being. I remained in constant communication with both the participant and their family, updating them on the situation and offering support. Once the participant was stabilized and admitted to the hospital, I worked closely with the tour guide to adjust the itinerary, ensuring the rest of the tour continued smoothly. I also communicated with the other participants, addressing their concerns and providing reassurance. This experience taught me valuable lessons in crisis management, problem-solving, and the importance of clear and effective communication in emergency situations.

Why this is a more solid answer:

The solid answer provides more specific details about a situation where the candidate had to handle a medical emergency during a tour. It demonstrates their ability to assess situations quickly, take decisive actions, communicate effectively, and adapt to unexpected circumstances. However, it can be further improved by discussing the candidate's role in ensuring compliance with travel and safety regulations.

An exceptional answer

During a tour in Africa, we encountered a major issue when a severe weather warning was issued for the area where we were scheduled to go on a safari. With the safety of our participants as the top priority, I immediately contacted local authorities and relied on my knowledge of travel industry practices to assess the situation. After carefully considering the risks involved, I made the difficult decision to cancel the safari and arrange alternative activities that were safe and enjoyable for the participants. I communicated the changes to the group, explaining the reasons behind the decision and addressing any concerns or disappointment. Despite the unexpected change, the participants appreciated our commitment to their safety and had a positive experience during the rest of the tour. This experience highlighted the importance of adaptability and crisis management in the face of unexpected challenges.

Why this is an exceptional answer:

The exceptional answer describes a situation where the candidate had to handle a major issue during a tour and showcases their ability to think critically, make informed decisions, and communicate effectively. It demonstrates their deep understanding of travel industry practices and their commitment to the safety and satisfaction of the participants. The candidate's adaptability and crisis management capabilities shine through in their handling of the situation. However, the answer could be even stronger by providing specific examples of how the candidate ensured compliance with travel and safety regulations in their decision-making process.

How to prepare for this question

Review your knowledge of travel industry practices and trends, paying attention to crisis management techniques.
Reflect on past experiences where you have handled issues or emergencies in a professional setting, not necessarily limited to tours.
Consider the importance of clear and effective communication in emergency situations and how you have demonstrated this skill in the past.
Think about how you prioritize tasks and make decisions under pressure, as these skills are essential for handling issues and emergencies during tours.
Research common emergency scenarios in the travel industry and think about how you would handle them.

What interviewers are evaluating

Crisis management
Problem-solving
Communication skills
Adaptability