Hays Travel Consultant interview questions & guide 2026

The following questions are representative of those reported by recent candidates. While specific queries vary based on the interviewer and location, the patterns consistently focus on your sales capability, customer service philosophy, and alignment with Hays Travel values.

Customer Service & Scenario Handling

These questions assess your ability to remain calm under pressure and your commitment to delivering an exceptional, personalized experience.

• What would you do if a customer was unhappy with their holiday package?
• How would you deal with an upset customer?

Preparation for a Consultant interview at Hays Travel should focus on demonstrating your retail sales experience and your ability to handle customer interactions. You should be ready to articulate why you are passionate about travel and how you translate that passion into commercial results.

Role-related knowledge – You must have a clear grasp of what a travel consultant does, including the importance of upselling products like foreign exchange and insurance. Research the company’s history and current market presence to show you are invested in the brand.

Problem-solving ability – You will be evaluated on your ability to think on your feet, especially during role-play scenarios. Focus on structured, empathetic responses that prioritize the customer’s needs while maintaining the company’s business objectives.

Sales & Target Orientation – You don't need to be a seasoned closer, but you must show you are comfortable with targets. Be prepared to explain how you stay organized, motivated, and proactive in a sales-focused environment.

Culture fit & Values – Hays Travel values friendly, approachable, and professional team members. During your interview, demonstrate high energy, active listening, and a collaborative spirit.

The interview process at Hays Travel is designed to be straightforward and conversational, typically focusing on your personality and potential for growth. You can expect a professional yet approachable tone, often involving a mix of regional managers or branch managers. The process aims to identify individuals who are not only skilled in customer service but who also embody the enthusiasm required for the travel industry.

You may encounter a variety of formats, including phone screens, Zoom calls, or in-person branch interviews. Some processes include a group assessment stage where candidates interact, present, or perform group tasks, followed by a one-on-one interview. Regardless of the format, stay prepared for a practical role-play scenario where you will be asked to "sell" a holiday destination or navigate a customer service challenge.

The timeline above illustrates the standard progression from your initial application to the final offer. Most candidates find the process moves relatively quickly, often within a month, though you should be prepared for potential variations based on the specific branch or region. Use this visual to manage your preparation schedule, ensuring you have enough time to research the company and practice your role-play scenarios.

Sales & Upselling

This is the heartbeat of the Consultant role. Interviewers look for candidates who can naturally weave additional products—like travel insurance, car parking, or currency—into a conversation without being overly pushy.

• Understanding the "Why" – Connecting extras to the customer's specific needs.
• Handling Objections – Staying positive when a customer is hesitant.
• Advanced Concepts – Using "soft" closing techniques and maintaining a high conversion rate.

As a Consultant, you are the primary point of contact for customers planning their holidays. Your day-to-day work involves managing individual bookings from start to finish, which includes researching destinations, navigating booking systems, and providing expert advice. You will frequently collaborate with your branch team to ensure that branch-wide targets are met, supporting colleagues during busy periods and participating in team meetings.

Beyond booking holidays, you are expected to be an active participant in the branch's local marketing efforts. This includes maintaining the office's visual standards, managing foreign exchange transactions, and keeping up to date with travel industry trends and regulations. You are expected to be a self-starter who can manage their own workflow while contributing to a high-energy, customer-centric retail environment.

A successful candidate for Consultant at Hays Travel brings a mix of retail experience and a passion for customer success. While specific travel industry experience is a bonus, it is not always a hard requirement if you can demonstrate strong transferrable sales skills.

• Must-have skills – Excellent verbal communication, basic proficiency in mathematics (for currency exchange), and a strong customer-first mindset.

• Nice-to-have skills – Prior experience in travel, retail, or hospitality; familiarity with CRM or booking software; and a genuine passion for global travel.

• Experience level – Open to various levels; focus on demonstrating growth and reliability in previous roles.

• Soft skills – Resilience, adaptability, and the ability to work effectively in a team-oriented, target-driven setting.

Q: How difficult is the interview? Most candidates describe the process as average or easy. The interviewers are generally friendly and aim to make you feel comfortable, so focus on being yourself.

Q: How much should I prepare for the role-play? The role-play is a standard part of the process. You don't need to be a travel agent expert, but you should practice being enthusiastic about a destination and thinking about how to add value to a customer's trip.

Q: What is the company culture like? Hays Travel is known for a welcoming, team-focused environment. They value people who are approachable, supportive of their colleagues, and genuinely excited about helping customers.

Q: How long does the process take? The timeline varies, but many candidates report receiving an offer within one to four weeks after applying.

• Research the company history: Be ready to discuss why you chose Hays Travel over other agencies. Knowing their roots and status as an independent travel agent is a strong differentiator.
• Prepare for the role-play: If you are asked to sell a destination, pick somewhere you love and speak about it with genuine enthusiasm. Enthusiasm is contagious and often what interviewers are looking for.
• Bring notes: It is perfectly acceptable to bring a few notes to your interview for peace of mind. It shows you are organized and prepared.
• Focus on the "Why": When asked about your strengths or past experiences, always tie them back to how they will help you be a successful Consultant.

The Consultant position at Hays Travel offers a fantastic opportunity to build a career in the dynamic world of travel. By focusing your preparation on your ability to provide exceptional customer service, your comfort with sales targets, and your genuine enthusiasm for the brand, you will be well-positioned to succeed in your interview.

Remember that the interview is a two-way conversation. Use this time to learn about the team and the specific challenges of the branch you are applying to. You can explore additional interview insights, practice questions, and preparation resources on Dataford to further refine your approach.

The compensation data provided shows the typical salary range for a Travel Consultant. This reflects a competitive baseline for the industry, which may be supplemented by performance-based incentives or commissions depending on the specific branch and role focus. Use this information to calibrate your expectations and prepare for discussions regarding your professional growth and performance goals.