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Kuoni Travel Interview
Questions

30 Questions and Answers by Rachelle Enns

Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
Question 1 of 30
We have multiple locations. Are you willing to relocate to another Kuoni Travel resort?
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How to Answer
When many locations are available for work options, the opportunities can be endless! Many resort brands will have spots and roles all around the world. The interviewer would like to know that you are able and willing, to travel or relocate if an opportunity arises. If you cannot, this should not be a deal breaker. Just state that your circumstances do not allow for you to relocate at this time.
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Top 30 Kuoni Travel Ltd. Interview Questions with Full Content
1.
We have multiple locations. Are you willing to relocate to another Kuoni Travel resort?
When many locations are available for work options, the opportunities can be endless! Many resort brands will have spots and roles all around the world. The interviewer would like to know that you are able and willing, to travel or relocate if an opportunity arises. If you cannot, this should not be a deal breaker. Just state that your circumstances do not allow for you to relocate at this time.

Rachelle's Answer #1
"I see that Kuoni Travel Ltd. has locations in A, B, and C. Although I would love to relocate to any of these resorts, my circumstances do not allow for that at this time. As we know, life can change on a dime, so I am certainly open to discussing this again should my situation be different. For now, I would love to dedicate myself full time to your X location."
Rachelle's Answer #2
"Relocation and travel would be no problem for me. I am not tied to this city and am willing to visit any suitable options you may have within Kuoni Travel Ltd.."
2.
How does your post-secondary education relate to a career in the hospitality industry?
Kuoni Travel Ltd. may or may not specify a preferred degree in their job posting. Either way, the interviewer would like to see how your post-secondary education may relate to, or compliment, the position for which you are interested. Discuss the degree or diploma you may have. If you recall some of the related coursework, you can mention those classes as well.

If you do not have any post-secondary education, think back to any online classes you have taken, or on-the-job-training that could be transferable.

Rachelle's Answer #1
"I have a Bachelor's degree in Business Administration with a focus on the hospitality industry. My coursework included Human Resource Management within the hospitality industry as well as strategic management and operations management classes. I did exceptionally well in the operations management portion. Because of this focus, I feel very prepared for this role with Kuoni Travel Ltd.."
Rachelle's Answer #2
"Although I do not possess formal post-secondary education, I have received customer service training and attended a couple of Dale Carnegie sales courses. This education prepared me in a variety of topics such as building rapport, asking for the sale, and recognizing upselling opportunities."
3.
How would you sort out a problem for an unsatisfied guest?
The interviewer would like to see that you have the common sense that it takes to deal with guest problems. Working in the customer service industry, and within the hospitality industry, means that you will come across customer complaints on a regular basis. Most will be simple to solve, but some will take additional thinking and reliance on your customer service training. Walk the interviewer through the ways that you would sort out a problem for an unsatisfied guest.

Rachelle's Answer #1
"I have been taught to solve customer complaints in three easy steps. Ask, Repeat, Resolve. What this means is that I ask the guest for a breakdown of what is bothering them. I then repeat their issue back to them, in their own words. Once we have confirmed that the grievance is fully understood, I ask them what they would like to see as a resolution. Guests want to be heard, and they want to see that you are trying to help. If their request can be made, as it usually is, then I comply and work towards a resolution."
Rachelle's Answer #2
"I am sure that Kuoni Travel Ltd. has a great training program when it comes to dispute resolution and guest complaints. From instinct, I would say that I would first ensure that I fully understood their issue. Next, I would give a few options as to what I can do to help. Once we concluded, I would follow up a short time later to ensure full guest satisfaction."
4.
What do you know about the Kuoni Travel and our resorts?
Hiring managers at Kuoni Travel Ltd. may very well receive hundreds of applications per job. If you are lucky enough to land an interview, make some effort to research the opportunity. You don't need to be an expert, but you do need to be knowledgeable about Kuoni Travel Ltd. before your interview. Start by searching the company website and take particular note of any recent news articles, events or contributions they have made to the community. Identify their mission and values. Be sure to complete your response with an expression of enthusiasm for the role.

Rachelle's Answer #1
"I conducted a great deal of research before coming in today. I see that you are currently developing a world-class resort in Costa Rica. This expansion is a great sign, and I am thrilled with the idea of being part of a travel company that has seen such great success and happy online reviews."
Rachelle's Answer #2
"I have researched your organization a great deal and see that you recently earned the 'Worlds' Leading Resort Award' for innovation in resort service and hospitality. You had a lot of competition when it comes to winning this award, so this tells me that your team is incredibly dedicated and focused."
5.
Have you ever stayed at a Kuoni Travel resort? Tell me about your experience.
If you have been lucky enough to have stayed at a Kuoni Travel Ltd. resort, take the time to walk the interviewer through your experience. Because this is an open-ended question, it can be easy to get carried away or ramble out of nervousness. Try focusing on critical areas such as customer service, amenities, food and beverages, excursions, or spa treatments. Keep your answer enthusiastic and give specific examples.

If you have never stayed at a Kuoni Travel Ltd. resort, take the time to comb through some online reviews and tell the interviewer which customer experiences stood out to you the most.

Rachelle's Answer #1
"I have had the pleasure of staying at your resort in Hawaii just a few months ago. The staff was all so friendly, and I couldn't believe that everyone remembered my name! The food was delicious, and I was happy with the premium bar service package that we purchased as well. I would give my experience a 5-star rating, for sure."
Rachelle's Answer #2
"I have not yet had the pleasure of staying at a Kuoni Travel Ltd. resort; however, I have combed through many online reviews and am pleased how consistent the feedback is. It appears that your resort offers excellent luxury amenities and that the food service options are far beyond everyone's expectations."
6.
How would you react if a customer demanded early check-in service?
Early check-in is a common request in the resort industry. Sometimes a resort can accommodate this request and based on volume; sometimes it is not do-able for housekeeping to keep up. You can ask if Kuoni Travel Ltd. has a policy when it comes to early check-ins and late checkouts. Remember - the higher the occupancy, the more difficult it is for a resort to offer this service. Some resorts may monetize the option, charging an additional fee which may weed out the guests that genuinely need the service, versus those who do not.

Rachelle's Answer #1
"I read that Kuoni Travel Ltd. can offer early check-in service as long as the request occurs at the time of reservation. If a customer arrived early and demanded early check-in, I would, of course, see if we could accommodate. If we could not, I would give a viable timeline, offer to store their luggage, and direct them to the club lounge for a complimentary beverage."
Rachelle's Answer #2
"If a customer demanded early check-in, I would refer to the policies put in place by Kuoni Travel Ltd.. My initial instinct would be to allow this if it did not put a strain on housekeeping or other departments. Do you charge a fee for this type of service, upon booking?"
7.
Our guests come from all over the world. Do you speak multiple languages?
There is a good chance that you will have multiple languages listed on our resume if this is a skill that you possess. This question needs a simple, to the point response. If you do speak additional languages, help the interviewer to understand your level of knowledge by ranking your fluency as a beginner, conversationalist, or fluent, for instance.

Rachelle's Answer #1
"I speak English and Spanish fluently, and they are my native languages. I did take French and German in school for a few years. I have a basic understanding of these languages; however, those two are basic and not listed on my resume."
Rachelle's Answer #2
"I currently speak English only but recently began teaching myself Spanish. I am very much at a beginner level but am happy to fast track my learning to accommodate your Spanish speaking guests."
8.
We are open 24 hours a day, 365 days a year. How flexible is your schedule?
Before answering scheduling questions, it's important to be clear on the interviewer's expectations. If you haven't had a chance to clarify their scheduling needs, now would be the perfect time to ask.
Consider asking, 'What are the scheduling expectations for this position?' If they expect you to work 12 hour days, it would be important for you to know that before you respond with, 'Absolutely! No problem!' You want to be sure that you can meet their expectations.

If it turns out their schedule expectations won't work for you, think about what you CAN offer and see if you can meet in the middle. It's much better to discuss these things in an interview than for you to commit to a schedule that won't work for you.

Rachelle's Answer #1
"In the resort industry, I anticipate working over 40 hours per week, especially around the peak travel times. Currently, I work on a day and evening rotation which works just fine for me. Could you share with me the expectations for this role?"
Rachelle's Answer #2
"In a salaried role such as this, I don't expect a strict 40 hour per week schedule, but I also know that I'm looking for a work-life balance. As needed, I'd be available to dedicate more time to the team, while hoping to preserve that balance. Would there be any other instances of overtime I should be aware of?"
9.
Do you have experience working cohesively with multiple departments?
In the resort industry, multiple departments work cohesively to make all of the magic happen, that you rarely see as a guest!

Departments within the resort industry could include:

- Communications
- Corporate Planning
- Executive Office
- Food & Beverage
- Human Resources
- Marketing
- Procurement/Purchasing
- Retail
- Rooms
- Sales
- Security
- Spa/Health Club

Talk to the interviewer about any experience you have working in tandem with other departments. No matter your background, chances are you have worked alongside human resources, accounting, sales, or even security.

Rachelle's Answer #1
"I have worked with multiple departments in my previous roles. Primarily, I have collaborated with the accounting and human resources departments when it comes to hiring budgets, onboarding procedures, and new employee training programs."
Rachelle's Answer #2
"In my previous customer service based position, I have worked with the corporate office and middle-management on tasks such as merchandising, ordering, and inventory. I look forward to collaborating with your other departments, and getting to know your teams."
10.
Tell me about a time when you did something special for a customer.
This question is your opportunity to shine! Think of a recent example when you went over and above expectations to deliver extraordinary customer experience. Discuss where you saw the need, how you took action, how the customer reacted, and what your leadership thought of the gesture.

Rachelle's Answer #1
"I had a couple check into the resort, mentioning that they were just married. The couple did not have the honeymoon suite booked, and it was open, so I offered a free upgrade. We delivered champagne and truffles to their room later in the day. The guests were beyond thrilled and told me that the honeymoon package was out of their budget, which was why they didn't initially book it. We have allowances for promos like that, and my manager was happy with the initiative that I took to make the guests' experience unforgettable. I am confident that whenever this couple decides to go on another resort vacation, they will choose to return."
Rachelle's Answer #2
"I often keep my eye out for opportunities to make a guests' visit special. Last week I noticed a mom who was busy with her kids in the lobby. She seemed frustrated. I approached her, told her about our kid's club, and offered to get her kids signed into the program for the day. She was thrilled, the kids were happy, and my hospitality supervisor appreciated the initiative that I took to help a frustrated guest."
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