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Neilson Active Holidays Limited 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
How do you like to be recognized for your accomplishments?
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How to Answer
The interviewer would like to know what motivates you to be an over-achiever in the workplace. We all want recognition in some way for our accomplishments in the workplace. Perhaps you enjoy surprise gifts, financial perks, public attention, kind words, added responsibilities, or title promotions. Share with the interviewer how you would like recognition for your hard work, should you be hired at Neilson Active Holidays Limited.
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Top 30 Neilson Active Holidays Limited Interview Questions with Full Content
1.
How do you like to be recognized for your accomplishments?
The interviewer would like to know what motivates you to be an over-achiever in the workplace. We all want recognition in some way for our accomplishments in the workplace. Perhaps you enjoy surprise gifts, financial perks, public attention, kind words, added responsibilities, or title promotions. Share with the interviewer how you would like recognition for your hard work, should you be hired at Neilson Active Holidays Limited.

Rachelle's Answer #1
"I am a highly competitive person who is compensation driven. I like to recognition for my accomplishments through monetary bonus' or contests where the stakes are high."
Rachelle's Answer #2
"The success of my team is a direct reflection of my success as a manager. For that reason, I prefer that my team receive accolades for a job well done. For instance, our group exceeded our targets for the past business quarter. Thus we were collectively rewarded. This method of recognition is my preference."
Anonymous Answer
"I am driven by personal satisfaction, and although the monetary bonus is also key, I like to feel that I have exceeded my employers and my expectations. That feeling motivates me for future accomplishments."
Rachelle's Answer
Your answer has a nice balance. Of course, monetary bonuses are welcome, but it's great you show that you have other motivators also. If you received recognition in this way as of late, you could also tell a quick story to the interviewer.
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2.
What was the most significant change you have had to deal with in your travel career?
The interviewer would like to know the types of challenges you have had to face in your career within the travel industry. You need to show the interviewer that you can remain productive in the face of change and that you are resilient. Assure the interviewer that you can adapt to significant changes in a professional manner.

Rachelle's Answer #1
"The biggest shift for me in my travel career was the introduction and fast growth of online travel services such as Expedia and TripAdvisor. It seemed as though our roles as travel agents were now automated. Once I was able to shift and decided where the value-add was for my clients to continue seeing me in person for their travel needs, I was able to effectively compete and also overcome objections and challenges presented to me from my client base."
Rachelle's Answer #2
"I went through a large change last year when our company purchases another small travel competitor. We integrated systems, some staff, and a few policies. The corporate head office did the best they could to make the change a smooth one; however, there were significant challenges. The situation taught me more about workplace resilience, patience, and endurance."
3.
Tell me about a time when you had to address an angry customer. What was the problem and how did you resolve it?
Working in the travel industry can be high-stress and performance-based, with very little room for error. The interviewer wants to know that you can handle stressful or uncomfortable situations in a professional manner. Keep your answer simple and precise. Stay away from long drawn out stories. Briefly, describe a time when you resolved a customer service issue. Highlight your ability to remain patient and rational.

Rachelle's Answer #1
"Currently, I work in a retail-based travel center and have to navigate angry customer experiences more times than I like. People who are upset want to be heard and respected. I will listen, empathize and reassure the client that I am there to support them and resolve the matter. Communication and reassurance are important throughout the process. If I need to check on flight status or get back to the customer, I will set expectations and explain when they can expect to hear back. I am proud to say that I have successfully turned around more customer service issues than anyone else in our location."
Rachelle's Answer #2
"I once was a customer service manager at a travel call center. I had many angry customer calls, but one, in particular, I remember well. The customer had booked a return flight and was double billed. She had unfortunately sat on hold with us for over 30 minutes waiting to be helped and was irate when I told her that our policy was that refunds were not immediate, but issued in 48-72 hours. She ended up getting a refund and promised never to book through that company again. I did make sure she received her refund, and I spoke with our corporate head office about the long wait times and the possibility of changing our refund policies. It was not a good situation, but I made the best of it."
4.
Do you consider yourself a persuasive person?
Part of being an excellent communicator is also having the power of persuasion when necessary. There is a difference between persuasion and debating - or even convincing. Persuasion is used when you want to influence someone rather than tell them that they are wrong, and you are right.
The power of persuasion is essential if you are selling or pitching anything. It is also a helpful skill when you want to gain momentum with your coworkers or have your boss better understand your approach on a project. It is not a negative thing to be persuasive. Talk to the interviewer about whether or not you consider yourself to be a persuasive individual.

Rachelle's Answer #1
"Persuasion is a key skill of an effective leader, in my opinion. Have you ever read the book, 'Pre-Suasion,' by Robert Cialdini? He speaks of the science in persuasion and that there are significant moves to be made before ever asking someone to do something on your behalf. This book has greatly influenced how I use persuasion."
Rachelle's Answer #2
"Persuasion and travel go hand in hand since many people are hesitant to spend their money on vacation for themselves, let alone, a lavish one. My approach is not sly or combative in any way. I go about persuading others by displaying how my recommendations and expertise could benefit them and make their lives richer."
5.
How do you build rapport with your clients?
When it comes to the travel industry, a lot of your business may come from repeat clients that know you and trust you. You may also have a solid customer base from your referral network. The interviewer would like to know your methods when it comes to getting to know your customers and building trust with them. When you have a great relationship with your clients, you will be more successful in your role with Neilson Active Holidays Limited, and more likely to stay long-term.

Some ways that you can build rapport with your clients include:

- Do what you say that you will
- Ask them questions about themselves
- Use the same jargon and travel terms they use
- Set clear expectations, on both sides, from the start
- Remember their names
- Show your extensive knowledge base
- Always be presentable in looks and actions

Rachelle's Answer #1
"To build client rapport, I ensure always to do what I say that I will. My clients need to be able to rely on me, and feel 100% confident that I will deliver over and above their expectations at all times."
Rachelle's Answer #2
"I am a naturally curious person which means that I often build a rapport with my clients by asking them questions about themselves. I like to know about their business, their favorite activities and hobbies, family, and upcoming important dates. Most people enjoy talking about themselves, so this approach is usually a very successful one. It helps me to build a connection while also upselling based on our latest travel offerings."
6.
Why are you the best candidate for this position with Neilson Active Holidays Limited?
Bragging about yourself in an interview can be tough to do, but this is your time to shine! Which characteristics and career accomplishments have made you a stand-out candidate? Perhaps you have received some academic awards or have been given accolades in your most recent position. There is nobody like you, and now you need to express that to the interviewer so they can see you are the best fit for Neilson Active Holidays Limited.

Rachelle's Answer #1
"I am the best candidate for you because I have a consistent history of exceeding my targets and goals for the past three years. I have been promoted two times in the last year which is nearly unheard of in my current travel agency. In addition to these successes, I have cold and warm calling techniques which I will put to work immediately after being hired by your company."
Rachelle's Answer #2
"I have the necessary experience, skill sets, and high level of ambition to add great value to this travel agency. I come well trained in upselling, team leadership, and sales methods. In addition to this, I have led teams up to 15 with minimal employee turnover."
Anonymous Answer
"The skills, experience, and achievements that I bring from working in a resort as a Destination Admin/Finance assistant demonstrate that I am more than capable of the role. I am highly motivated, adaptable, proactive, extremely organized, and positive. I am passionate about fitness, wellbeing, and the outdoor lifestyle. Both my professional and personal life dovetail to the Neilson ethos."
Rachelle's Answer
Well done! You show confidence and do a good job highlighting the soft/hard skills that are transferable between roles.
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7.
How would your co-workers describe your attention to detail?
It should go without saying that your attention to detail, being in the travel industry, should be impeccable. One rogue click of the mouse and you could be sending a client to the wrong destination! The interviewer would like to know more about your attention to detail. It is always best to support your reply with a real-life example. Talk to the interviewer about your level of attentiveness when it comes to the smaller details.

Rachelle's Answer #1
"I have a well-honed ability to point out discrepancies in my work, and the work of my team. Being in the travel industry for seven years has helped me to streamline many processes and avoid a lot of error. I plan to bring this same discretion with me to Neilson Active Holidays Limited."
Rachelle's Answer #2
"My co-workers would describe my attention to detail as very strong. I can very easily point out spelling discrepancies in communication and will notice the small things. I think big-picture as well but have always had a knack for details."
Anonymous Answer
"Meticulous. I am often asked to proofread, or double-check others work for them. They know that I don't just focus on one component of the job and that I am always alert to how each step links to the next in a process, every link must be correct to give an accurate result."
Rachelle's Answer
A meticulous individual who is also a big-picture thinker. These are skills that any company should appreciate in a candidate.
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8.
How would you ultimately describe your work style?
This question is not referring to your personality or character, but more towards your methodology when it comes to getting your work done. Talk to the interviewer about your day-to-day approach to projects, communicating with coworkers, or collaborating with clients.

Your work style might be:

- Collaborative
- Well-Planned
- Speedy
- Flexible or Adaptive
- Independent
- Company-focused
- Team-based

Rachelle's Answer #1
"I would describe my work style as highly team-based. I keep in mind that my pace, quality of work, and the outcome will always affect multiple people on my team, not to mention the travel experiences of my clients. If I am unsure of the path to take on a project, I will consult with my team to ensure that my ideas align well with theirs."
Rachelle's Answer #2
"I have an adaptive work style that changes based on the customers that I am serving at the time. I like to work with my customers' personalities and needs. If they are the no-nonsense, busy corporate type, then I speed up my work. If they are elderly and need more time, I slow down to explain everything they need to make a decision."
Anonymous Answer
"My work style is prioritized, time conscious, systematic, focused on attention to detail, and striving for right the first time."
Rachelle's Answer
Excellent response! This is unique and specific - a stand-out answer.
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9.
When is it okay to stretch the truth to sell a travel package?
The interviewer would like to know if you would stretch the truth to sell a travel service to a client. Of course, you already know that it is not okay to fib to make a sale. Talk to the interviewer about your ability to sell without stretching the truth.

Rachelle's Answer #1
"When selling a travel service or package, describing features and benefits is the best approach. It is not in anyone's best interest to stretch truths. In the travel industry, I have heard of agencies exaggerating how luxurious a particular resort is, for instance. It's a terrible thing to mislead someone to gain a sale or booking. If I tell the truth about everything, I am more likely to have a happy, repeat client in the end."
Rachelle's Answer #2
"I am not in the habit of stretching the truth. I believe that fact-based decision making is the best route for everyone. I would not want to make an important decision with information loosely based on fact, so I would not do the same to my customers."
Anonymous Answer
"Never. To ensure that you provide the customer with the right package for their personal needs, honesty is required. If you achieve that, then you will also retain them as a future customer, they will repurchase and recommend to others."
Rachelle's Answer
Your answer is full of integrity and confidence! This response shows off your excellent customer service skills at the same time.
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10.
What gives you satisfaction in your travel services career?
Job satisfaction is a significant factor in whether people stay or leave their employers. Talk to the interviewer about what satisfies you about your career in the travel industry, and why you continue to remain on this particular path.

Rachelle's Answer #1
"I am delighted with my career as a travel agent, and I believe it is because I can help people on a daily basis. It is important for me to feel as though I am contributing to bettering the lives of others and this career certainly generates those feelings. I help grandparents safely travel to their granddaughters' destination wedding. I help newlyweds book a honeymoon they will never forget, and I get to help parents plan the best trip ever for their kids, to Disney. What could be better."
Rachelle's Answer #2
"I have worked very hard to make a positive name for myself in the travel industry. Having a great reputation gives me the sense that my work and actions genuinely matter to other people. If my work ethic and attitude can positively influence someone else, or even give them the best vacation experience of their lives, that is the most satisfying for me."
Anonymous Answer
"I get satisfaction when I have provided the customer with the best level of customer service. I listen to what they want from their holiday experience. Then using this information together with my local and expert knowledge to exceed their expectations, knowing the customer takes home fantastic memories and a desire to travel with us again."
Rachelle's Answer
This would be fulfilling, indeed! This question might be a nice time for a quick story. Try talking about a time you helped a client achieve the ultimate holiday experience.
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