Tell me about a time when you had to handle a difficult or unexpected situation during a tour.

Sample answer to the question

During a tour, I once encountered a difficult situation when one of the guests in the group had a medical emergency. I remained calm and immediately called for medical assistance. While waiting for help to arrive, I provided first aid and reassured the rest of the group that everything was under control. I made sure to give clear instructions to the emergency responders upon their arrival and stayed by the guest's side until they were safely transported to the hospital.

A more solid answer

During a tour, there was an unexpected situation when one of the guests became separated from the group in a crowded area. I quickly assessed the situation and immediately alerted security. While the security team searched for the guest, I kept the rest of the group informed and calm by providing updates and assuring them that we were doing everything possible to find their fellow member. Eventually, the guest was located and safely reunited with the group.

Why this is a more solid answer:

The solid answer expands on the basic answer by showcasing the candidate's ability to handle a different unexpected situation during a tour. They demonstrate quick thinking, effective communication, and the ability to keep a group calm.

An exceptional answer

During a tour, I encountered a difficult situation when a severe weather warning was issued in the middle of the tour. It started raining heavily, and the guests were getting wet and uncomfortable. I took immediate action by guiding the group to a nearby sheltered area while providing them with umbrellas. I then utilized my knowledge of the location to offer an impromptu indoor activity to keep the guests engaged and entertained until the rain subsided. The group appreciated my proactive approach and praised me for turning an unexpected situation into an enjoyable experience.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by describing how the candidate handled a difficult situation that involved weather conditions. They demonstrate problem-solving skills, adaptability, and the ability to turn challenges into opportunities.

How to prepare for this question

Reflect on past tours and think about any difficult or unexpected situations you encountered.
Consider the specific skills and qualities mentioned in the job description when preparing your response.
Practice your response out loud to ensure it flows smoothly and sounds natural.
Highlight your ability to remain calm and handle stressful situations effectively.

What interviewers are evaluating

Ability to handle stressful situations calmly and effectively