Guest Experience Station

3 weeks ago

London, United Kingdom Serco Plc Full time

**Guest Experience Station & Lounge Team Supervisor**

**Caledonian Sleeper, London Euston Station**

**Competitive Salary + Benefits**

**Permanent, Full Time, 37.5hrs per week**

**Key Purpose of the role**:
Euston is the largest station for Caledonian Sleeper and the gateway to and from London to Scotland for all our services. It is therefore important that we have a dedicated team to deliver a memorable experience to our guests in the lounge and station. The Guest Experience Lounge and Station Support Team is led by a Guest Experience Station Support Lead. This team will deliver excellent service and hospitality, by supporting the check-in and boarding process to achieve performance and business targets and objectives. whilst enhancing the guest experience at Euston through service in our dedicated Caledonian Sleeper Lounge. The Lounge and Station support team will lead on disruption and delays which impact the Caledonian Sleeper Euston operation ensuring our guests are provided with regular updates in our lounge and station.

**Specific Requirements of the role**:

- Provide direct assistance to guests with special requirements, Passengers with Reduced Mobility (PRM), families with young children, bikes, and children’s buggy’s
- Proactively assist the Station Lead disruption and delays at Euston which impact the Caledonian Sleeper guest, working to robust disruption planning and team delivery
- 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
- 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 including Priority Boarding for our Club & Double guests.
- Deliver standard for check in & boarding, including the setup of any equipment and resource required to support
- 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
- Support the key cutting and delivery to onboard service
- Deliver daily briefing to the Station & Lounge Support team.
- Support the Station Support Lead with regular team catch-ups and one to one sessions of the Station Lounge & Support Hosts
- Ensure the lounge roster is maintained and covered for the operational hours of the lounge
- Support during annual leave and / or absence for the Station Support Lead
- 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
- Complete Serco Essential learning modules and opportunities for development as supported by Lounge and Station Support Lead
- Accountabilities may change as the business evolves and as such the post holder will be expected to be adaptable.
- IT skills, PowerPoint, Excel, and Word Excellent communication skills are required.
- Ability to re demonstrate clear communications with large groups individual team and guests
- Ability to build good internal and external relationship with key stakeholders
- Operational working knowledge and experience of the Caledonian Sleeper operation would be an advantage
- Ability to work under pressure, demonstrate flexibility and resilience

**Additional features of the role**:
This role will include early shifts starting at 05:45hrs and late shifts finishing at midnight ensuring coverage across the Caledonian Sleeper Euston station operation for the arrival and departure of services.

Weekly hours are 37.5 hours, with a flexible roster to meet operational requirements.

**About Serco**
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

**Apply**

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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