Tell us about a time when you had to deal with an unexpected problem during a tour. How did you solve it?

Sample answer to the question

During a tour of a historical site, we encountered a sudden power outage, leaving us in complete darkness. I immediately reassured the tourists and led them to a safe area away from any potential hazards. Using my knowledge of the site, I provided a brief history of the location while we waited for the power to come back on. To keep everyone engaged, I encouraged the group to share their own stories and personal experiences related to the site. Thankfully, the power was restored after about 20 minutes, and we resumed the tour seamlessly. Overall, I believe my ability to remain calm under pressure and keep the tourists engaged helped to turn a potentially negative situation into a positive experience.

A more solid answer

During a tour of a historical site, we encountered a sudden power outage that left us in complete darkness. Immediately, I calmly reassured the tourists and guided them to a safe area away from any potential hazards. Utilizing my knowledge of the site, I engaged the group by providing a brief history of the location, allowing them to visualize the surroundings despite the lack of light. To ensure the guests felt valued and engaged, I encouraged them to share their own stories and personal experiences related to the site. This not only helped maintain a positive atmosphere but also built a sense of camaraderie within the group. After approximately 20 minutes, the power was restored, and we seamlessly resumed the tour. By remaining adaptable, providing excellent customer service, and fostering teamwork, I successfully turned an unexpected problem into a positive and memorable experience for the tourists.

Why this is a more solid answer:

The solid answer provides more specific details about how the candidate handled the unexpected problem. It demonstrates their adaptability, customer service orientation, and team collaboration skills by reassuring the tourists, guiding them to a safe area, providing engaging narration despite the darkness, and fostering camaraderie within the group. However, it could still be improved by adding more details about the teamwork aspect and the candidate's adaptability in adjusting the tour schedule.

An exceptional answer

During a tour of a historical site, we encountered a sudden power outage that left us in complete darkness. Remaining calm and composed, I immediately gathered the tourists and guided them to a safe area away from any potential hazards, ensuring their well-being. Drawing upon my extensive knowledge of the site and its history, I seamlessly transitioned into an interactive storytelling session that took advantage of the darkness. Using vivid descriptions and engaging dialogue, I transported the tourists into the past, allowing them to envision the surroundings despite the absence of light. To foster a sense of togetherness and create a memorable experience, I encouraged the group to share their own stories and personal connections to the site, further enhancing the tour's educational and emotional impact. Throughout the power outage, I maintained open communication with the tourists, offering updates on the situation and assuring them that their safety was my utmost priority. When the power was restored after approximately 20 minutes, the group was energized and grateful for the unique opportunity to explore the historical site in a completely unexpected way. By adapting to the situation, providing exceptional customer service, and fostering a collaborative and interactive environment, I successfully turned what could have been a negative experience into an unforgettable and highly praised tour.

Why this is an exceptional answer:

The exceptional answer goes into great detail about how the candidate handled the unexpected problem. It showcases their adaptability by seamlessly transitioning into an interactive storytelling session and their ability to provide exceptional customer service by offering updates and reassurance to the tourists. The answer also highlights the candidate's team collaboration and interpersonal skills by fostering a sense of togetherness and creating a memorable experience through storytelling and encouraging group participation. It fully aligns with the skills and responsibilities outlined in the job description. One improvement could be to provide more specific examples of how the candidate collaborated with the team and adjusted the tour schedule during the power outage.

How to prepare for this question

Familiarize yourself with potential unexpected problems that can occur during tours and think about how you would handle them.
Practice remaining calm and composed in stressful situations.
Develop your knowledge of the tour area, including its history, culture, and potential points of interest.
Improve your storytelling and presentation skills by practicing in front of others and incorporating interactive elements.
Reflect on your past experiences where you have dealt with unexpected problems and think about the lessons learned and how you can apply them to future situations.

What interviewers are evaluating

Adaptability and problem-solving aptitude
Customer service orientation
Team collaboration and interpersonal skills