Sterling Resorts Travel Consultant Interview: Rounds, Questions and Preparation

What the job involves

A Travel Consultant helps customers plan, book and manage travel arrangements like resort stays, packages, transport and activities. In the travel, hospitality and food service sector, you act as the bridge between guests and resorts or hotels, handling enquiries, itineraries, bookings, payments and post-travel support. Freshers often start in reservations, front office or sales support and grow into specialist or team lead roles.

Role and Technical Knowledge

1. 1

   What are the key steps you would follow from receiving a customer enquiry to confirming a resort booking?

   Cover understanding requirements, suggesting suitable packages, checking availability, sharing a costed itinerary, collecting advance, issuing confirmation and setting follow-up reminders.

2. 2

   How would you explain the difference between a meal plan like EP, CP, MAP and AP to a customer?

   Define EP as room only, CP as room with breakfast, MAP as breakfast plus one meal, and AP as all three meals, and link each to guest convenience and cost.

3. 3

   What documents and details do you need from a guest before confirming a domestic or international resort booking?

   Mention ID proof, travel dates, number of guests including children, contact details, meal preference, special requests, and for international trips passport and visa validity.

4. 4

   How do you calculate the total cost of a package for a family of four for three nights?

   Show room charges, meal plan cost, taxes, transport or transfers, activities, and any child pricing, then present a clear per-person and total breakup.

Practical Scenarios

1. 5

   A guest calls saying their confirmed resort booking is not showing at the property. How do you handle it?

   Stay calm, apologise for the inconvenience, verify the booking ID and voucher, contact the resort reservations team, arrange alternative accommodation if needed, and keep the guest informed at every step.

2. 6

   A customer wants to cancel a non-refundable booking two days before travel. What do you do?

   Explain the policy clearly, check if any exception or date change is possible, offer alternatives like a future credit if allowed, and document the conversation politely.

3. 7

   You have quoted a package but the customer says a competitor is cheaper. How do you respond?

   Highlight value additions like location, inclusions, service, safety and support, ask what matters most to them, and offer a revised option within your limits rather than simply matching the price.

4. 8

   A guest at the resort complains that the room is not as shown in the photos. How would you resolve this?

   Listen fully, apologise, check availability for an upgrade or change, coordinate with the resort front office, and follow up after the change to confirm satisfaction.

Behavioural and Situational Questions

1. 9

   Tell me about a time you had to convince someone to see things your way.

   Use the STAR method, pick a college or part-time work example, and focus on how you understood their concern and presented benefits rather than pressure.

2. 10

   Describe a situation where you had to handle an angry or upset person.

   Show empathy, patience and problem solving, and end with what you learned about staying calm and finding a workable solution.

3. 11

   How do you prioritise when you have multiple customer requests at the same time?

   Mention urgency, travel date, revenue impact and guest mood, and explain how you keep a simple tracker or to-do list to avoid missing anything.

4. 12

   Give an example of when you worked in a team to meet a deadline.

   Describe your specific role, how you coordinated, and the outcome, linking it to how you would support colleagues in a busy travel season.

HR and Career Fit

1. 13

   Why do you want to work as a Travel Consultant in the hospitality sector?

   Connect your interest in travel, people and service, mention exposure to resorts and destinations, and show you understand the role involves sales and support, not just travel.

2. 14

   Are you comfortable working rotational shifts, weekends and holidays?

   Answer honestly and positively, acknowledge that travel and hospitality peak during holidays, and show willingness to adapt as a fresher.

3. 15

   Where do you see yourself in three years in this industry?

   Show a realistic path like senior consultant, team lead or destination specialist, and emphasise learning products, systems and customer handling first.

4. 16

   What do you know about our company and why does it interest you?

   Mention the company's resort or hospitality presence, its locations or brands, and link it to your interest in guest experience and travel consulting.