SOTC Travel Front Office Executive Interview: Rounds, Questions and Preparation

What the job involves

A Front Office Executive in travel and hospitality is the first point of contact for customers, handling enquiries, bookings, check-ins, and complaints. At companies like SOTC Travel, you would manage walk-in and phone queries, coordinate with tour operators and vendors, and ensure smooth customer experiences from enquiry to post-trip follow-up. The role demands strong communication, multitasking, and a service-first attitude.

Role and Technical Knowledge

1. 1

   What are the key responsibilities of a Front Office Executive in a travel company like SOTC?

   Cover greeting customers, handling enquiries, making bookings, coordinating with tour operators, managing payments, and maintaining records. Mention the importance of upselling and cross-selling travel packages.

2. 2

   What is the difference between a reservation and a booking? How would you handle a cancellation request?

   Explain that a reservation is a hold on inventory while a booking is confirmed with payment. For cancellations, mention checking policy, calculating refunds, updating systems, and informing the customer politely.

3. 3

   What do you know about travel documentation like passports, visas, and travel insurance?

   Show awareness of basic requirements for domestic and international travel, the role of embassies, and how travel insurance protects against trip disruptions. Emphasise verifying documents before booking.

4. 4

   How would you use a computer reservation system or CRM in your daily work?

   Mention that you would use it to check availability, make bookings, update customer profiles, and track follow-ups. Highlight accuracy and speed as key benefits.

Practical Scenarios

1. 5

   A customer walks in angry because their hotel room was not as promised. How do you handle it?

   Listen calmly, apologise, and take ownership. Offer immediate alternatives like a room upgrade or different hotel, and follow up to ensure satisfaction. Escalate if needed.

2. 6

   You have multiple customers waiting and the phone is ringing. How do you prioritise?

   Acknowledge everyone with a smile, handle the phone quickly if possible, or ask a colleague for help. Prioritise urgent issues like check-ins or payments, and keep waiting customers informed.

3. 7

   A customer wants a last-minute booking to a destination you are not familiar with. What do you do?

   Use your resources: check the system, consult colleagues, or call the vendor. Be honest about checking details and confirm the booking only after verifying availability and costs.

4. 8

   How would you handle a situation where a customer's payment fails but they insist on immediate confirmation?

   Explain the policy politely, offer alternative payment methods, and suggest a provisional hold if possible. Do not confirm without payment unless authorised.

Behavioural and Situational Questions

1. 9

   Tell me about a time you went out of your way to help someone.

   Use the STAR method. Focus on the action you took and the positive outcome. Relate it to customer service if possible.

2. 10

   Describe a situation where you had to work in a team to achieve a goal.

   Highlight your role, how you communicated, and how you handled disagreements. Show that you value collaboration.

3. 11

   How do you handle stress or pressure in a fast-paced environment?

   Mention techniques like prioritising tasks, staying organised, taking deep breaths, and seeking help when needed. Give an example from college or part-time work.

4. 12

   Give an example of a time you made a mistake and how you fixed it.

   Be honest, show accountability, and explain the corrective action and what you learned. Emphasise that you now double-check important tasks.

HR and Company Fit

1. 13

   Why do you want to work in the travel and hospitality sector, especially in a front office role?

   Show passion for travel, meeting people, and providing service. Mention that you enjoy dynamic environments and want to grow in the industry.

2. 14

   What do you know about SOTC Travel and its services?

   Research the company: mention its reputation, tour packages, and customer base. Show that you have read about its recent offerings or awards.

3. 15

   Where do you see yourself in three years?

   Express a desire to grow within the company, perhaps into a senior front office or operations role. Show commitment to learning and taking on more responsibility.

4. 16

   Are you comfortable working in shifts, including weekends and holidays?

   Answer honestly but positively. Mention flexibility and willingness to adapt to business needs. If you have constraints, state them professionally.