Top 20 Interview Questions & Answers for Senior Travel Counsellor – 2025

Preparing for an interview for a senior travel counsellor position? This guide provides a comprehensive list of questions to help you demonstrate your experience in the travel industry, leadership skills, problem-solving abilities, and knowledge of current trends and practices. Whether you are applying for a role in a travel agency, corporate travel department, or online travel company, this list covers all important aspects of the job.

General Questions

• 1. What inspired you to pursue a career in the travel industry?
  Travel has always been my passion and I love helping others experience different destinations. Being a travel counsellor allows me to combine my love for travel with my desire to help people make memorable experiences.
• 2. Can you tell us about your experience working as a travel counsellor?
  I have been in the travel industry for over 10 years, working in both corporate travel and leisure travel. I have experience handling all aspects of travel planning, from booking flights and accommodations to creating customized itineraries for clients.
• 3. What do you consider to be the most important skills for a successful travel counsellor?
  Exceptional communication skills, attention to detail, and the ability to build strong relationships with clients are crucial for a successful travel counsellor. Strong destination knowledge, problem-solving abilities, and proficiency in travel booking systems are also important.
• 4. How do you keep up to date with current travel trends and practices?
  I attend industry conferences, participate in webinars, and read travel publications to stay updated on the latest trends and practices. I also take advantage of any training or certification programs offered by my agency or suppliers.
• 5. How do you handle difficult clients or situations?
  I always remain calm and professional. I listen to the client's concerns and try to find a solution that meets their needs. If necessary, I involve my supervisor or colleagues for additional support.

Leadership & Management Experience

• 6. Can you tell us about a time when you had to manage a team of travel counsellors?
  In my previous role, I was responsible for a team of 5 travel counsellors. I regularly checked in with each member to discuss their workload and supported them with any challenging clients or issues that arose. I also implemented a training program to help new team members familiarize themselves with our agency's procedures and systems.
• 7. How do you motivate your team to meet sales targets?
  I ensure that my team understands the company's sales goals and I work closely with each member to identify their strengths and areas for improvement. I also recognize and celebrate individual and team successes, and provide coaching and incentives to help them achieve their targets.
• 8. How do you handle conflicts within your team?
  I believe in open communication and encourage my team members to voice their concerns. I listen to all parties involved and work towards finding a mutually beneficial solution. I always strive to maintain a positive and collaborative team dynamic.
• 9. How do you ensure your team is providing exceptional customer service?
  I regularly review customer feedback, and if I notice any areas for improvement, I provide training and guidance to my team. I also lead by example and strive to always provide the highest level of service to our clients.
• 10. How do you handle time management when balancing multiple client requests and maintaining a high level of service?
  Prioritizing and effective time-management is key. I use a checklist to ensure all important tasks are completed, and I also delegate tasks to other team members when necessary. I also communicate with clients about realistic timelines for their requests and manage their expectations.

Job-Specific Knowledge

• 11. What is your experience with travel booking systems such as Amadeus or Sabre?
  I have extensive experience using Amadeus and Sabre, and I am proficient in utilizing their features to book flights, accommodations, car rentals, and other travel services for clients.
• 12. Can you tell us about a time when you had to handle a complex international booking?
  In my previous role, I had a client who wanted to book a multi-city European trip with specific accommodations and transportation requests. I was able to successfully plan and book the entire trip within their budget and they were extremely satisfied with their experience.
• 13. How do you handle changes or cancellations for client bookings?
  I always communicate potential changes or cancellations to clients as soon as possible and provide alternative options when necessary. I also follow the proper procedures set by the supplier to ensure any changes or cancellations are handled efficiently.
• 14. How do you stay organized and maintain accurate records of client bookings and requests?
  I use a combination of booking systems and Excel spreadsheets to keep track of all client bookings and requests. I also regularly review my records to ensure they are up to date and accurate.
• 15. How do you handle multiple payments and refunds for clients?
  I am familiar with various payment methods including credit cards, checks, and online payments. I ensure all payments and refunds are processed accurately and in a timely manner, following the appropriate protocols set by the company and supplier.

Cultural Fit

• 16. What do you know about our agency/company and why do you want to work for us?
  I have done thorough research on your company and I am impressed by your focus on creating personalized and memorable travel experiences for clients. I also appreciate your commitment to sustainability and giving back to local communities. I see this as a great opportunity to grow and contribute to a company that shares the same values as me.
• 17. How do you stay calm and handle pressure in a fast-paced, high-stress environment?
  Planning and organization is the key to staying calm and managing pressure in a fast-paced environment. I make sure to prioritize tasks and focus on one at a time. I also take short breaks throughout the day to recharge and refocus.
• 18. How have you handled a time when you had to deal with an upset or disgruntled client?
  In my previous role, I had a client who was unhappy with their accommodations. I listened to their concerns and immediately contacted the hotel to resolve the issue. I also offered a complimentary activity to make up for the inconvenience. The client ended up leaving with a positive impression of our agency.
• 19. Give an example of when you went above and beyond for a client.
  I had a client who needed to change their travel plans last minute due to a family emergency. I worked outside of office hours to accommodate their needs and made sure they were able to make it to their destination on time. The client was extremely grateful and left a positive review for our agency.
• 20. Can you tell us about a time when you had to adapt to a new process or system in a previous role?
  In my previous role, I had to switch to a new booking system. I attended training sessions and actively sought feedback and guidance from my colleagues until I became familiar and comfortable with the new system. As a result, I was one of the first team members to fully transition and helped others with the transition as well.