Tell me about a time when you had to think on your feet and adapt to a changing situation during a tour.

Sample answer to the question

During a tour of a historical site, I encountered a sudden downpour that forced us to seek shelter. I quickly assessed the situation and led the group to a nearby covered area where I continued to provide information about the site. I adapted the tour by incorporating additional indoor stops and engaging the group with interactive activities. Despite the unexpected challenge, the guests appreciated my quick thinking and flexibility, and the tour continued to be enjoyable and informative.

A more solid answer

During a tour at a nature reserve, heavy fog suddenly rolled in, severely limiting visibility. Keeping calm, I immediately gathered the group and guided them back using my knowledge of the trails. I explained the situation to the guests and shifted the focus of the tour to the sounds and smells of the environment. While we couldn't observe the scenery, I provided detailed explanations about the local wildlife and the reserve's conservation efforts. The guests appreciated my adaptability and expressed gratitude for turning an unexpected challenge into a unique and memorable experience.

Why this is a more solid answer:

The solid answer provides specific details of a challenging situation and how the candidate adapted by shifting the focus of the tour. It demonstrates the ability to handle stressful situations, attention to detail in providing information, and customer service orientation. However, it could benefit from additional examples and a stronger focus on teamwork and interpersonal skills.

An exceptional answer

During a historical tour, the elevator unexpectedly broke down, leaving my group stranded on a higher floor. Remaining calm, I informed the guests about the situation and assured them of their safety. To make the most of the situation, I engaged the group in a discussion about the architecture and historical significance of the building, showcasing my extensive knowledge. While waiting for the elevator to be repaired, I organized an impromptu trivia game related to the site, keeping everyone entertained. The guests commended my ability to think on my feet, maintain their interest, and turn a potentially negative experience into a fun and educational one.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by describing a more challenging situation of a broken elevator and how the candidate not only adapted but also used their knowledge and creativity to keep the guests engaged. It highlights the ability to handle stressful situations, attention to detail in providing information, customer service orientation, and strong public speaking skills. The specific and engaging details make the answer stand out.

How to prepare for this question

Reflect on past experiences where you had to think on your feet and adapt quickly, especially during tours or public speaking engagements.
Practice conveying confidence and remaining calm in unexpected situations.
Develop an in-depth knowledge of the tour location, including historical facts, interesting anecdotes, and alternative routes.
Familiarize yourself with potential challenges that can arise during tours and brainstorm creative solutions.
Enhance your customer service skills by actively listening to guest feedback and seeking opportunities for improvement.

What interviewers are evaluating

Ability to handle stressful situations calmly and effectively
Attention to detail and accuracy in providing information
Customer service orientation