JUNIOR LEVEL

Can you give an example of a problem you encountered and how you solved it?

Sample answer to the question

One problem I encountered in the past was when a group of clients missed their connecting flight due to a delay. To solve this issue, I immediately contacted the airline to find the earliest possible alternative flight for them. While waiting for their new flight, I arranged for complimentary meals and refreshments for the clients and ensured they were comfortable during the wait. I also kept in constant communication with the clients, providing updates and reassurance. Once they arrived at their destination, I arranged for transportation to their accommodations and adjusted their tour itinerary to accommodate the delay. Overall, I was able to handle the situation smoothly, keeping the clients informed and satisfied.

A more solid answer

In a previous role as a tour coordinator, I encountered a situation where a group of clients missed their connecting flight due to a delay. To resolve this problem, I immediately contacted the airline to determine the earliest alternative flight available for the clients. While waiting for the new flight, I proactively arranged for complimentary meals and refreshments to ensure their comfort. I maintained constant communication with the clients, providing regular updates and reassurance. Once they arrived at their destination, I swiftly arranged transportation to their accommodations and adjusted their tour itinerary to accommodate the delay. This required exceptional time management and adaptability to quickly make necessary changes. Throughout the entire process, I prioritized customer service, ensuring the clients felt supported and well-informed. By effectively handling this situation, I not only mitigated the inconvenience caused by the delay but also maintained a positive relationship with the clients.

Why this is a more solid answer:

The solid answer expands on the basic answer by providing more specific details and highlighting the candidate's skills and qualifications. It demonstrates their problem-solving abilities by describing how they contacted the airline and arranged alternative flights. It also showcases their customer service orientation by mentioning the provision of complimentary meals and regular updates to the clients. Additionally, it mentions the candidate's time management skills and adaptability in adjusting the tour itinerary. However, the answer could still be improved further by providing specific examples of how the candidate utilized their negotiation skills and computer literacy to resolve the problem.

An exceptional answer

During my time as a tour coordinator, I faced a challenging situation when a group of clients missed their connecting flight due to a significant delay caused by unfavorable weather conditions. To address this problem, I immediately assessed the available options by contacting multiple airlines and exploring alternative routes. Using my negotiation skills, I secured seats on the earliest possible alternative flight, ensuring minimal disruption to the clients' travel plans. While the clients waited for their new flight, I utilized my computer literacy skills to research nearby accommodations and arranged discounted rates for their unexpected overnight stay. This not only provided the clients with a comfortable stay but also showcased my adaptability and resourcefulness in finding cost-effective solutions. Throughout the process, I maintained open communication with the clients, providing regular updates and addressing any concerns promptly. Once they arrived at their destination, I organized private transportation to their accommodations and adjusted the tour itinerary to optimize their experience despite the delay. This exceptional handling of the situation demonstrated my problem-solving abilities, customer service orientation, time management skills, adaptability, and negotiation skills.

Why this is an exceptional answer:

The exceptional answer elevates the response by providing even more specific and detailed examples of the candidate's problem-solving abilities, customer service orientation, time management skills, adaptability, and negotiation skills. It emphasizes the candidate's ability to navigate challenging situations caused by unfavorable weather conditions and showcases their resourcefulness in securing alternative flights and arranging discounted accommodations. The mention of utilizing computer literacy skills further highlights their qualifications. Additionally, the answer demonstrates the candidate's effective communication skills and their ability to maintain professionalism in resolving the problem. Overall, the exceptional answer provides a comprehensive example that aligns with the job description's requirements.

How to prepare for this question

Reflect on previous experiences where you encountered and successfully resolved problems in a professional setting.
Identify specific instances where you demonstrated problem-solving abilities, customer service orientation, time management skills, adaptability, negotiation skills, and computer literacy.
Prepare compelling and detailed stories that highlight your skills and accomplishments in resolving problems.
Familiarize yourself with common travel-related issues and their potential solutions.
Practice articulating your problem-solving process in a clear and concise manner.
Highlight your ability to communicate effectively and maintain a customer-centric approach throughout the problem-solving process.

What interviewers are evaluating

Problem-solving abilities
Customer service orientation
Time management
Adaptability and openness to learning