At Hays Travel, every role plays a crucial part in creating seamless travel experiences for clients across the UK. From travel consultants to customer service representatives and branch managers, each position contributes uniquely to the business. Travel consultants, for instance, focus on creating personalised travel plans, handling bookings, and offering expert advice on destinations. The average salary ranges from £18,000 to £25,000 annually, depending on experience and location. Customer service representatives ensure client satisfaction and smooth communication, earning around £17,000 to £22,000, while branch managers oversee operations, team performance, and profitability, earning between £30,000 and £40,000 per year. Understanding these roles thoroughly helps candidates prepare for interviews effectively, positioning them as ideal hires.
Below, we explore 30 interview questions and answers across various Hays Travel job roles, highlighting practical examples, competency-based approaches, and tips using the STAR method to impress your interviewers.
1. Tell me about yourself
A classic opening question. Your answer should be concise, relevant, and tailored to the role.
Example Answer: “I have three years’ experience as a travel consultant, specialising in family and luxury travel packages. I’m passionate about providing personalised service and ensuring every client has a memorable experience. I’m excited about the opportunity at Hays Travel to grow my skills and contribute to your award-winning service.”
2. Why do you want to work at Hays Travel?
Example Answer: “I admire Hays Travel’s commitment to personalised service and its growth across the UK. I want to contribute to a company that values customer satisfaction and professional development.”
3. Describe a time you dealt with a difficult client (Competency Question)
Using the STAR model:
Situation: A client was unhappy with a booking error.
Task: I needed to resolve the issue quickly and professionally.
Action: I listened actively, apologised, and offered alternative travel dates plus an upgrade.
Result: The client left satisfied and booked a future holiday, giving positive feedback.
4. What skills make you suitable for a travel consultant role?
Example Answer: “Strong communication, attention to detail, and extensive knowledge of travel destinations. I excel at building rapport and understanding client preferences to create tailor-made travel plans.”
5. How do you prioritise tasks during peak booking periods?
Example Answer: “I make a daily plan, focusing first on urgent client needs and high-value bookings. I remain flexible to accommodate last-minute changes while ensuring all clients receive timely service.”
6. Give an example of teamwork in a past role
STAR Example:
Situation: My branch had to meet a monthly sales target.
Task: Work collaboratively with the team to upsell holiday packages.
Action: I coordinated daily briefings and shared client leads.
Result: We exceeded our target by 15%, boosting branch performance.
7. How would you handle a client complaint?
Example Answer: “I would listen carefully, empathise, and reassure them we will find a solution. I follow up promptly and ensure the client feels valued and heard.”
8. Tell me about a time you went above and beyond for a client
Situation: A family needed last-minute travel due to an emergency.
Task: Organise travel within 24 hours.
Action: I secured flights, accommodation, and transportation promptly.
Result: The family had a smooth trip, leaving an excellent review.
9. How do you stay up to date with travel trends?
Example Answer: “I regularly read travel publications, attend webinars, and maintain strong relationships with suppliers to stay informed about new destinations and offers.”
10. What motivates you in a customer service role?
Example Answer: “Providing clients with memorable experiences and ensuring they feel valued motivates me. Positive feedback drives me to continuously improve my service.”
11. Why should we hire you for this role?
Example Answer: “I bring relevant experience, excellent communication skills, and a passion for travel. My proactive approach ensures client satisfaction and supports Hays Travel’s reputation for excellence.”
12. Tell me about a challenging sale you successfully closed
Situation: A client was hesitant about booking a luxury package.
Task: Convince them of its value.
Action: I highlighted unique features, added personalised touches, and provided reassurance.
Result: The client booked and referred two friends.
13. How do you handle high-pressure situations?
Example Answer: “I remain calm, prioritise tasks, and communicate clearly with clients and colleagues to ensure smooth operations.”
14. Describe a time you demonstrated leadership
Situation: My team faced a last-minute staffing shortage.
Task: Ensure smooth branch operations.
Action: I delegated responsibilities, supported colleagues, and maintained morale.
Result: The branch operated efficiently, meeting all client needs.
15. How do you ensure accuracy in booking and documentation?
Example Answer: “I double-check all client details, confirm bookings with suppliers, and maintain organised records to prevent errors.”
16. Give an example of problem-solving in a previous role
Situation: A supplier cancelled a booking last minute.
Task: Find an alternative solution.
Action: I sourced a new provider, negotiated rates, and informed the client immediately.
Result: The client was satisfied, and the booking was salvaged.
17. How would you upsell a holiday package?
Example Answer: “I identify client preferences and suggest enhancements, such as excursions or upgrades, focusing on benefits that add value to their experience.”
18. Tell me about your greatest achievement in a previous role
Example Answer: “I achieved ‘Top Sales Consultant’ status by exceeding targets for six consecutive months, demonstrating commitment and client focus.”
19. How do you handle constructive criticism?
Example Answer: “I view feedback as an opportunity to grow. I actively listen, reflect, and implement improvements in my performance.”
20. How would you describe your communication style?
Example Answer: “Clear, empathetic, and adaptable. I ensure clients feel understood and colleagues are well-informed.”
21. How do you maintain customer loyalty?
Example Answer: “By providing personalised service, following up after trips, and offering tailored recommendations for future bookings.”
22. Why is teamwork important at Hays Travel?
Example Answer: “Teamwork ensures smooth operations, higher client satisfaction, and collaborative problem-solving, all essential for business growth.”
23. Describe a situation where you had to multitask efficiently
Situation: Handling multiple bookings during a peak season.
Task: Ensure each client received attention.
Action: Prioritised urgent tasks, delegated routine work, and maintained communication.
Result: All clients were served without delays.
24. How do you handle rejection or unsatisfied clients?
Example Answer: “I stay professional, listen to concerns, and provide alternatives or solutions to maintain client trust.”
25. What are your salary expectations?
Example Answer: “Based on my experience and industry standards, I would expect a competitive salary within the advertised range, while prioritising growth opportunities and company culture.”
26. How do you manage time effectively?
Example Answer: “I use planning tools, set clear priorities, and regularly review progress to ensure deadlines are met.”
27. Tell me about a time you had to learn quickly
Situation: A new booking system was introduced.
Task: Become proficient immediately.
Action: Attended training, practised daily, and asked for peer guidance.
Result: Became fully competent within a week, supporting colleagues as well.
28. What would you do if a client requested a service you cannot provide?
Example Answer: “I would explain the limitations clearly and offer alternative solutions to meet their needs wherever possible.”
29. Do you prefer working independently or in a team?
Example Answer: “I thrive in both environments. I can manage tasks independently but value collaboration for complex challenges.”
30. Do you have any questions for us? (Ending Question)
Example Answer: “Could you tell me more about opportunities for career progression and continuous training within Hays Travel?”
Interview Coaching Tips – Do’s and Don’ts
Do’s:
Research Hays Travel thoroughly, including company values and services.
Use the STAR model to answer competency questions.
Dress professionally and arrive on time.
Maintain positive body language and eye contact.
Prepare questions to ask the interviewer, showing genuine interest.
Don’ts:
Avoid speaking negatively about previous employers.
Don’t memorise answers verbatim—be authentic.
Don’t interrupt the interviewer.
Avoid vague answers—use specific examples.
Don’t forget to follow up with a polite thank-you email.
Remember, preparation is key. Practising your answers, understanding the STAR method, and familiarising yourself with common interview questions ensures confidence on the day. Every role at Hays Travel is an opportunity to shine, and with the right mindset, you can leave a lasting impression.
For additional guidance and personalised support, consider booking interview coaching online with a professional interview coach. Enhance your job interview preparation, gain confidence, and secure your dream role with expert interview training tailored to your career ambitions.
