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Ge Station Support Host-serco Caledonian Sleeper
3 months ago
GE Station Support Host
Permanent - Part Time, 20 hours
£10,750 pa + Excellent Corporate Benefits Package
Caledonian Sleepers forms a vital part of Scotland's transport network, regularly moving over 300,000 trips per year.
with an anticipated increase to 350,000 over 15 years, Caledonian Sleepers will manage and operate all aspects of the network with total revenues of c£800m over its 15-year contract term.
The contract will has a workforce in excess of 100 employees and together with several key 3rd party suppliers, deliver the core service and specialist projects, providing a unique 'one stop shop' solution for Transport Scotland and their business, tourism and leisure aspirations.
Here at Serco, we are recruiting for a part time Station Support Host - this role is critical to delivering a fantastic Onboard service and memorable experience for Caledonian Sleeper Guests.
Main duties:
- The station support host will ensure a smooth journey for our guests transiting through Euston station for both Highlander and Lowlander services
- Provide excellent customer service to all guests arriving and departing through Euston station through the station support team, ensuring a friendly and hasslefree standard of service through meet & greet duties
- Provide direct assistance to guest with special requirements, PRM, families with young children, bikes, and buggy's
- The Station support team led by a Station Support Lead will manage disruption and delays at Euston which impact the Serco Caledonian Sleeper operation, working to robust disruption planning and team delivery
- The Station support hosts will maintain good relationships with Euston Station Duty team to ensure a safe and clean environment for our operation as well as working closely with during times of disruption
- Euston lounge and waiting areas should be inspected regularly and presented to Serco Caledonian Sleeper service levels
- Ensure good relationships and daily coordination with Catering supplier and loading teams to meet On Time Performance business objective and agreed service levels
- Work closely with Onboard Team Leaders and Hosts to ensure a seamless check in & boarding process
- Deliver standard for check in & boarding, including the setup of any equipment and resource required to support
- Support on all events and VIP travel for Serco Caledonian Sleeper at Euston station, ensuring Serco Caledonian Sleeper reputation intact and commercial opportunities recognised
- Ensure pre boarding tools and equipment in place for Onboard team book on and briefings including Berth Lists, Ad hoc berth booking changes, special guest information and any kit the onboard team may require delivering a smooth service
- Work closely with Crew support coordinator for any adhoc requests including the movement of service supplies or kit for onboard team
- Support for key cutting operation and delivery to onboard service
- Attend daily briefing with Station Support Lead
- Provide an update for a daily shift report
- Support during annual leave or absence for other functions within Guest Experience Support team
- Work closely with the Train Manager to drive the turnaround of the train, driving check in and boarding times to support On Time Performance
- Ensure Duty phones are always operational and in service
- Ensuring Health and Safety statutory and Serco mandated requirements are met across the Caledonian Sleeper organisation carry out quarterly safety tour and Zero Harm Engagement briefings with team
- Provide a nightly briefing to the station support team
- Lead on recruitment and onboarding for station support
- Complete Serco Essential learning and opportunities for development as supported by Crewing & Support Manager
What you'll need to do the job:
- 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
- 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
- Operational working knowledge and experience of the Caledonian Sleeper operation would be an advantage
Additional features:
- This is a permanent role, average weekly hours are 20, with a flexible roster to meet operational requirements
- When operating out of alternative base travel and hotel accommodation will be provided as required
- Full uniform is provided for role, must be worn to company standard
- Roster published on Wednesday for follo
