Guest Experience Sleeper Host: London Euston London, England
Job description
Guest Experience Support Host – London Euston
Base location: London Euston
9 months FTC, 35 Hours per week, 12-hour night shifts 4 times per week
£30453.08 + £1700 London weighting allowance plus additional benefits
Here at Caledonian Sleeper, we have an exciting role available for a Guest Experience Support Host to join our team at London Euston on a 9-month fixed term basis. This role is critical to delivering a fantastic Onboard service and memorable experience for our Caledonian Sleeper Guests.
Key Accountabilities
To deliver excellent product and service knowledge to enable the delivery of a memorable hospitality experience to our guests.
Work in line with policy and procedures to deliver a consistent level of service to our guests.
Execution of safety and security checks.
Delivering an exceptional welcome to our guests during their check in process.
Ensure guests are given a full brief on the train’s facilities including the detail of all berth features.
Ensure guests are fully aware of all relevant safety and security arrangements on board.
Attend pre journey team briefings to ensure up to date on safety measures and aware of onboard duties for the shift. Be aware of any special requirements for each journey including team breaks.
Approach challenges and disruption in a proactive manner to ensure resolution and minimal impact to guests and team members.
Management of guest service in the lounge car, offering the highest standard of Food & Beverage service, in line with Guest Experience standards.
Service of breakfast to our guests before their departure from the train
Carry out checks to ensure all guests are in possession of valid travel documentation.
Working as part of an effective team to deliver the highest standards of service to our guests.
Be in position to wish our guests a safe onward journey and to help as required at point of departure.
Keep updated on all policy and procedure alterations.
Proactively offer feedback on service standards and procedures to strive for continual improvement.
Identify and report maintenance issues through DBB reporting tool.
Support hosts will be expected to complete Team Leader development training and step up into Team Leader role as required within contract.
Cash handling and completion of relevant documentation.
Liaison with operational control to report any service or guest issues on the night.
What you’ll need:
Previous experience in the travel /transport industry or hospitality sector is preferred.
Previous Onboard Train Host experience would be an advantage
Excellent communication and interpersonal skills
Knowledge of Customer Service skills, which can be demonstrated as having been delivered in a guest facing environment
Cash handling experience and experience of using Ipad device for electronic transactions and internal processes
First Aid skills an advantage however will be delivered through Mandatory training
Annual Recurring training will be rostered to include Mandatory and Customer Service training
IT skills required, experience with Microsoft Office 365 packages and Teams
Experience with Epos onboard sales systems is an advantage
What we offer
Competitive salary
25 days annual leave
Free Scotland wide rail travel with ScotRail for the employee and eligible family members
Allocation of complimentary tickets each year for Caledonian Sleeper travel
Contributory pension scheme
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Caledonian Sleeper Limited we are committed to building a diverse and inclusive organisation that supports the needs of all and matches the diverse profile of our guests. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from all if you feel you match the skill requirements of the role.
We are open to discussions around flexibility and flexible working. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.
Caledonian Sleeper is an iconic brand with a heritage stretching back a century and a half to the early years of Scotland-London sleepers.
Part of an exclusive club, Caledonian Sleeper is one of only two sleeper trains in the UK, and we like to think it is the most scenic! Whisking guests from the bright lights of London through the night to the iconic cities of Aberdeen, Edinburgh, Inverness, and Glasgow or to the jaw dropping scenery of the west Highlands of Scotland around Fort William. We are proud to serve the UK’s most remote railway station too, Corrour.
Caledonian Sleeper sets new standards in overnight rail travel, offering a choice of affordable seats, private guestrooms, some with en-suites and double beds, as well as our much-loved Club Car to around 200,000 guests per year.
Serco is acting as the resourcing partner for Caledonian Sleeper Limited which is operated by Scottish Rail Holdings on behalf of the Scottish Government.
