INTERMEDIATE LEVEL

Tell me about a time when you had to make a difficult decision that had an impact on a tour. How did you approach it?

Sample answer to the question

One difficult decision I had to make that had an impact on a tour was when we encountered severe weather conditions during a hiking tour. As the Tour Coordinator, it was my responsibility to ensure the safety and well-being of the participants. I approached the situation by quickly assessing the risks and consulting with the tour guides and weather experts. We decided to modify the itinerary and take an alternative route that was safer. I communicated the changes to the participants and ensured that they were aware of the situation. Throughout the tour, I closely monitored the weather conditions and provided regular updates to the participants. Despite the challenges, we were able to complete the tour successfully and the participants appreciated the proactive approach we took to prioritize their safety.

A more solid answer

One difficult decision I had to make that had an impact on a tour was when we encountered severe weather conditions during a hiking tour. As the Tour Coordinator, it was my responsibility to ensure the safety and well-being of the participants. I approached the situation by immediately gathering all available information about the weather conditions and discussing it with the tour guides and weather experts. We collectively decided to modify the itinerary and take an alternative route that was safer. I communicated the changes to the participants through in-person announcements and also provided written notices. Additionally, I reassured them that their safety was our top priority and that we were constantly monitoring the weather conditions. Throughout the tour, I maintained regular communication with the tour guides and checked weather updates. We successfully completed the tour without any incidents, and the participants appreciated the proactive and transparent approach we took to prioritize their safety.

Why this is a more solid answer:

The solid answer provides more specific details on how the decision was approached, such as immediately gathering all available information, discussing with the tour guides and weather experts, and providing in-person announcements and written notices to participants. It also mentions the continuous monitoring of weather conditions and maintaining regular communication with the tour guides. Moreover, it highlights the successful completion of the tour without incidents and the participants' appreciation. However, it could further expand on the challenges faced during the modified itinerary and how they were addressed.

An exceptional answer

One difficult decision I had to make that had a significant impact on a tour was when we encountered a sudden transportation strike during a multi-city tour. As the Tour Coordinator, it was crucial for me to minimize the disruption and ensure that the participants had a seamless experience. I immediately activated our contingency plan and started exploring alternate transportation options. I contacted local transportation providers, arranged for private vans, and coordinated with the hotels to adjust the itinerary accordingly. Communication played a vital role, and I promptly informed the participants about the situation, the alternative arrangements, and the potential impact on the schedule. I also provided them with clear instructions and updates throughout the tour, ensuring that they felt informed and supported. Despite the challenges, we successfully completed the tour with minimal disruptions, and the participants praised our ability to handle unexpected situations.

Why this is an exceptional answer:

The exceptional answer goes beyond the severe weather conditions scenario and presents a more complex situation of dealing with a sudden transportation strike during a multi-city tour. It showcases the candidate's ability to activate a contingency plan, explore alternate transportation options, coordinate with multiple parties, and adjust the itinerary accordingly. The answer also emphasizes the importance of effective communication in informing the participants, providing clear instructions, and offering updates throughout the tour. By highlighting the successful completion of the tour with minimal disruptions and the participants' positive feedback, the answer demonstrates the candidate's adaptability, crisis management capabilities, and strong organizational and planning skills.

How to prepare for this question

Reflect on situations in your previous roles where you had to make difficult decisions that had an impact on tours or events
Think about the specific challenges you faced in those situations and how you approached them
Consider the outcomes of those decisions and the feedback you received from participants or stakeholders
Prepare concise and clear explanations of the decision-making process, highlighting your problem-solving skills and ability to prioritize the well-being of participants
Practice articulating your experiences, emphasizing the steps you took to manage the difficult decision and the positive results that were achieved

What interviewers are evaluating

Organizational and planning skills
Strong written and verbal communication abilities
Adaptability and crisis management capabilities