hays travel Recruitment Process, Interview Questions & Answers

Company Background and Industry Position

Hays Travel is not just another travel agency; it’s the largest independent travel agent in the UK, boasting hundreds of stores and thousands of employees nationwide. Founded in 1980, the company has grown steadily by focusing on personalized customer service combined with competitive holiday packages. Unlike many corporate travel brands that rely heavily on online sales, Hays Travel prides itself on face-to-face consultations, making its workforce—and by extension, the recruitment process—critically centered on interpersonal skills and customer engagement.

Positioned within the highly competitive travel and tourism sector, Hays Travel operates in an industry that’s been both challenged and revitalized by global events like the pandemic and evolving consumer preferences. This dynamic environment means the company remains agile in its hiring strategies, often looking for adaptable individuals who bring both passion and practical know-how. The travel industry itself can be volatile, but Hays Travel’s strong UK retail presence gives it a distinct identity and hiring approach compared to pure-play online agencies.

How the Hiring Process Works

1. Online Application Submission – Candidates begin by submitting their CV and a tailored cover letter through the Hays Travel careers portal or via recruitment platforms. This first step is about standing out amidst a large pool, so specifics about previous retail or customer service roles can be decisive.
2. Initial Screening – Recruiters typically conduct a brief phone or video screening to verify eligibility criteria, discuss availability, and gauge basic communication skills. This step weeds out candidates who might not match the role requirements or salary expectations.
3. Assessment Centre or Remote Testing – Depending on the role, candidates may be invited to an assessment centre involving group activities, role-plays, or situational judgment tests. For more junior or entry-level roles, a remote behavioral assessment or personality questionnaire might replace this.
4. Face-to-Face Interview Rounds – There’s usually a two-stage interview process: first with HR to evaluate cultural fit and general attitude, then a technical or role-specific interview with store managers or team leaders.
5. Offer & Onboarding – Successful candidates receive an offer outlining salary, benefits, and job responsibilities, followed by onboarding processes tailored to the specific business unit.

This layered approach isn’t arbitrary. Each stage is designed to progressively narrow down candidates who don’t just check boxes on paper but who also demonstrate the people skills essential to Hays Travel’s client-focused ethos.

Interview Stages Explained

Initial HR Interview

This conversation often feels like a chat, but it’s anything but casual. Recruiters look for authenticity and enthusiasm, trying to understand how well a candidate’s values align with Hays Travel’s customer-first culture. Expect questions about your motivation for joining the travel sector, adaptability, and previous retail experience—think beyond just reciting your CV.

Technical or Role-Specific Interview

Here’s where the nitty-gritty happens. For sales consultant roles, interviewers will probe your ability to sell, upsell, and handle objections. For managerial positions, expect scenario-based questions involving team leadership and problem-solving. This round often includes hypothetical situations designed to test your travel knowledge, commercial savvy, and customer problem resolution skills.

Assessment Centre (If Applicable)

Not every role calls for this, but when it does, it’s typically for graduate schemes or high-potential management tracks. Group exercises simulate real-life challenges—perhaps planning a group holiday while navigating conflicting customer needs. It’s noisy, a bit chaotic, and purpose-built to reveal how you interact under pressure and collaborate with others.

Examples of Questions Candidates Report

• “Can you describe a time when you went above and beyond for a customer?”
• “How would you handle a client who’s unhappy with their holiday booking?”
• “What do you know about current travel trends and how they might impact our business?”
• “Explain how you prioritize tasks during busy periods.”
• “Tell us about a time you worked as part of a team to achieve a goal.”
• “What would you do if you noticed a colleague not following company procedures?”
• “Describe your approach to upselling a premium holiday package.”
• “What makes you a good fit for Hays Travel compared to other travel agencies?”

Eligibility Expectations

At a glance, eligibility seems straightforward: legal right to work in the UK, relevant age criteria (usually minimum 18), and sometimes a full clean driving license depending on the role. But there’s more nuance here. For instance, Hays Travel often looks for candidates with at least some customer service experience—even if it’s not in travel—because the role demands patient communication and problem-solving under pressure.

Education requirements vary by role. Entry-level sales positions might only require GCSEs or equivalent, but managerial or specialist roles look for more qualifications or demonstrable skills. Language skills beyond English can be an asset in multicultural or tourist-heavy locales. Also, flexible availability, especially for weekend and holiday shifts, is often a must-have.

Common Job Roles and Departments

Hays Travel’s structure is broad. Most candidates target retail sales consultant roles within physical stores, but there are growing opportunities in corporate travel management, customer service centers, and digital marketing teams.

• Sales Consultant: Frontline staff handling client bookings and inquiries.
• Store Manager / Assistant Manager: Overseeing daily store operations and staff.
• Customer Service Advisor: Resolving after-sales issues and general support.
• Corporate Travel Consultant: Managing business travel accounts.
• Marketing and Digital Roles: Focused on online presence and promotions.
• Finance and Administration: Handling bookings, invoicing, and internal processes.

Each area demands different recruitment rounds and selection criteria, though all share a premium on attention to detail and customer-centric attitudes.

Compensation and Salary Perspective

Commission structures especially for sales roles can significantly impact overall earnings, rewarding those who excel at upselling and closing deals. Compared to other travel agencies or retail sectors, these salaries are competitive but not extravagant. Candidates should weigh the base pay against commission opportunities and benefits like travel discounts.

Interview Difficulty Analysis

The overall difficulty tends to fluctuate depending on the role. For entry-level sales consultant positions, candidates often find the process straightforward but competitive due to high application volumes. The HR interview tends to be warm and conversational, but candidates who come unprepared or lack genuine enthusiasm usually struggle.

Technical interviews for managerial or specialist roles ramp up complexity. These rounds require solid understanding of retail operations, leadership competencies, and sometimes even commercial performance metrics. The assessment centre, where deployed, is considered the toughest hurdle, as it tests both mental agility and social skills under time pressure.

Still, many candidates report that if you’re authentic and demonstrate a clear passion for travel alongside customer service skills, you can navigate the process confidently. It’s less about trick questions and more about seeing if you fit the company’s ethos.

Preparation Strategy That Works

• Research the Company Deeply: Understand Hays Travel’s business model, recent news, and core values. It’s noticeable when someone can speak beyond generic travel enthusiasm.
• Review Typical Interview Questions: Prepare real examples from your past that highlight teamwork, problem-solving, and customer service—stories resonate more than rehearsed answers.
• Practice Role Play: For sales roles, simulate booking or upselling scenarios with a friend to build confidence.
• Understand the Market: Have a grasp on current travel trends, especially post-pandemic challenges and innovations, to show commercial awareness.
• Be Ready for Group Exercises: If invited to an assessment centre, focus on collaboration and leadership without dominating conversations.
• Know Your Availability and Salary Expectations: Be ready to discuss these transparently during the screening or HR rounds.
• Prepare Questions: Asking insightful questions about team culture or growth opportunities signals genuine interest.

Work Environment and Culture Insights

From what candidates and employees share, Hays Travel maintains a friendly, community-oriented atmosphere. The culture places heavy emphasis on teamwork and customer satisfaction, which often means brisk, sometimes hectic days in-store—but with a strong camaraderie underpinning the pressure.

Leadership tends to be approachable, especially at store level, with a clear focus on coaching and development. However, like many retail environments, shift patterns and peak seasons can stretch staff, so resilience and flexibility are key traits for long-term satisfaction.

Employees appreciate the company’s investment in training and occasional social events, which foster connection beyond daily tasks. It’s a place where passion for travel meets the realities of retail hustle.

Career Growth and Learning Opportunities

Hays Travel is known for promoting from within, making it attractive to candidates who want clear career trajectories. The company offers structured development programs, including management training and sales skill enhancement courses. For those with ambition, moving from sales consultant to store management or corporate roles is a realistic path.

Additionally, the travel industry’s evolving nature means continuous learning is critical. Staff are encouraged to stay updated on destinations, travel regulations, and new products. This ongoing development not only improves individual performance but also aligns with Hays Travel’s commitment to knowledgeable customer service.

Real Candidate Experience Patterns

Walking through forums and interviews, a pattern emerges: candidates find the initial phone screening relatively relaxed, but some are caught off guard by the depth of role-specific questioning in later stages. The assessment centre, when involved, tends to be a point where nerves can get the better of many applicants.

Many recount feeling a genuine sense of warmth during HR interviews, which often helps settle anxiety. Yet, in the technical rounds, there’s a notable shift toward more focused evaluation, sometimes involving unexpected situational questions.

Overall, candidates appreciate transparency around next steps and feedback, though some express frustration when timelines stretch. But those who prepare realistically and engage honestly generally report positive experiences—even those not ultimately hired.

Comparison With Other Employers

When stacked against other UK travel agencies or retail-focused firms, Hays Travel’s interview process is somewhat more personable and grounded in real-world scenarios. Unlike larger, more corporate travel companies with automated or highly standardized testing, Hays Travel leans on human interaction to gauge fit.

This has pros and cons. The upsides include a more nuanced assessment of interpersonal skills and cultural alignment. On the flip side, candidates seeking a purely technical or competency-based challenge may find the process less rigorous, though no less demanding in terms of customer service aptitude.

Compared to online-only travel agencies, Hays Travel’s recruitment rounds place a heavier emphasis on face-to-face communication and sales instincts, reflecting their retail-heavy model. For applicants, this means sharpening soft skills is as important as knowing travel products.

Expert Advice for Applicants

Don’t treat the process like a checkbox exercise. Show your passion for travel but back it up with concrete examples from your experiences. Recruiters want to see your personality shine through—after all, the role is fundamentally about connecting with customers.

Be honest about your strengths and weaknesses. If you lack travel industry experience, emphasize transferable skills like problem-solving or working under pressure. And don’t underestimate preparation for the assessment centre—teamwork and communication there matter just as much as individual brilliance.

Finally, remember to rest before interviews. Fatigue dulls your responses and undermines your natural charm, which Hays Travel prizes highly.

Frequently Asked Questions

What types of interview questions should I expect at Hays Travel?

Expect a blend of behavioral and situational questions focusing on customer service, sales ability, teamwork, and your motivation for joining the travel industry. Questions like “Describe a challenging customer and how you managed them” are common.

How many interview rounds are typical?

Usually two to three rounds: an initial HR screening, a technical or role-specific interview, and sometimes an assessment centre, especially for graduate or management roles.

Is prior travel experience mandatory?

No, but it’s highly beneficial. The company values strong customer service experience above all, with travel knowledge being a helpful bonus.

What is the usual salary range for sales consultants?

Typically between £18,000 and £22,000 base, with commission opportunities that can increase total earnings.

How can I stand out during the assessment centre?

By demonstrating collaboration, clear communication, and leadership without overshadowing others. Show that you can balance task focus with interpersonal sensitivity.

Final Perspective

Landing a role at Hays Travel is less about acing the hardest technical challenge and more about proving you’re the right person to represent a company that thrives on personal connections. Their recruitment strategy mirrors this ethos, seeking candidates who combine genuine passion for travel with grounded customer skills.

The process demands preparation, sure, but also authenticity. If you enter interviews prepared yet relaxed—and demonstrate your ability to adapt and connect—you’re already halfway there. It’s a journey rather than a hurdle, and with the right mindset, it can be an exciting first step into a rewarding travel career.