Why this matters:
When planning vacations, travel agents must stay within their clients’ specified budgets. To do so, candidates might meticulously compare ticket costs, seek out hotel discounts, or provide food and beverage specials. By diligently assessing available offerings, they can determine which choices provide the best value, ensuring client satisfaction.
What to listen for:
- Discussion of budget variables like ticket costs, meal plans, coupons, and transportation
- Excellent attention to detail and analytical thinking abilities
- Strong organization, resourcefulness, and research skills
Why this matters:
This question invites your candidate to describe technical competencies that help with organization and time management. As every travel agent must use a variety of digital tools to research, book, and plan trips, your candidate should be familiar with different planning websites, booking systems, and agent-side portals.
What to listen for:
- Knowledge of travel agent software, such as Lemax, Rezdy, and TravelPerk
- High degree of proficiency in digital travel planning tools
- A strategy for keeping up with new industry technology
Why this matters:
This question reveals a candidate’s geographical knowledge, planning experience, and ability to meet a diverse range of client needs. After assessing their clients’ goals, budgets, and backgrounds, travel agents should be able to list relevant destinations and activities while avoiding stereotypes and other generalizations.
What to listen for:
- Willingness to provide thoughtful, personalized guidance
- Excellent interpersonal communication skills
- Knowledge of both popular and niche travel destinations and activities
Why this matters:
This question helps you gauge how detail-oriented a candidate is — which can make all the difference in securing repeat business. A good travel agent books the honeymoon suite for newlywed clients, but a great one has champagne and roses waiting when they get there. Candidate answers may also reflect communication, research, or problem-solving skills.
What to listen for:
- Demonstrated track record of successful client interactions
- A positive, proactive, and people-oriented mindset
- A genuine desire to meet specific client expectations
Why this matters:
Every now and then, travel agents may encounter a difficult client. Candidates should be adept at handling common stressors, such as having to tell a client their preferences cannot be accommodated or a last-minute refund is unavailable. With effective communication, they can thoughtfully acknowledge client concerns, as well as set boundaries when necessary.
What to listen for:
- Honest, respectful discussion of difficult client requests
- Excellent problem-solving skills
- A resilient mindset that prioritizes growth
Why this matters:
Successful candidates will have a strong grasp of industry trends. Answers may cover anything from government travel restrictions and airline loyalty programs to Salesforce customer management systems and the rise of Airbnb accommodations. Candidates who effectively adapt to change can keep pace with major transitions and meet evolving client needs.
What to listen for:
- Description of a relevant industry disruptor, trend, or innovation
- Interest in keeping up with industry news and technological developments
- Evidence of flexibility, passion for the industry, and resourcefulness
Why this matters:
Your candidate should be prepared to break down structured booking processes into manageable steps. Successful travel agents operate with minimal supervision using organized, methodical processes to stay on task. By approaching all tasks thoughtfully and meticulously, they can manage workloads with many moving parts, follow detailed checklists, and proactively discover any planning errors.
What to listen for:
- Ability to follow agency rules and processes
- Experiences that reflect the ability to correct errors or inconsistencies
- A strong sense of integrity and personal responsibility
Why this matters:
While client satisfaction is the end goal, candidates should be able to work independently and help to grow the travel agency’s revenues. Resourceful candidates may stand out by describing actions that can upsell or expand the agency’s footprint. Knowledge of growth strategies can be an asset to a growing organization, while also showcasing a candidate’s initiative.
What to listen for:
- Familiarity with B2B networks, social media, ads, and website-building growth tactics
- Experience upselling travel add-ons, excursions, tours, and preferred products
- Ability to work independently to research and explore untapped opportunities
Why this matters:
Versatile travel agents who can make cold calls, respond to emails promptly, schedule face-to-face meetings, and follow up on business contribute positively to the agency’s overall reputation and success. Candidates should understand how their processes contribute to the likelihood of referrals and long-term client relationships.
What to listen for:
- Experience maintaining client records and tracking correspondence
- Demonstrated communication, time management, and organizational abilities
- Willingness to follow up with prospects and check in with clients after their trips
Contact a sales consultant.