Lounge Ambassador

Caledonian Sleeper Lounge Ambassador
Fixed Term 6-month Contract
Part Time, 16 hours per week (Rostered shift patterns of 5:15am - 09:15am and 20:00pm - 12:00am)
Perth Railway Station
Competitive salary plus benefits

We have an exciting opportunity for a Lounge Ambassador to join our fantastic team at Perth Railway Station. This role is a vital part of the Guest Experience Team to ensure that the highest level of customer service is delivered within the Caledonian Sleeper dedicated lounges. Our lounges are the start and end of our guests’ journey experience, and such it is essential that our Lounge Ambassadors are an integrated part of our Service Delivery, with our guests at its heart.

The role is based at Perth, however, will be required to cover the CSL lounge at surrounding locations as required for holiday leave and sickness cover or operation requirements.

**Main Accountabilities**:
Maintain excellent product and service knowledge, this ensures our Lounge Ambassadors can deliver a seamless experience to our guests.
Working in line with our policies and procedures to ensure consistent high standards within our guest lounges.
Ensure presentation of the lounge throughout the shift is to the highest standards, escalating any service failures to the appropriate department as required. This includes full cleaning responsibility for all areas of the lounge, washrooms, and shower facilities.
Execution of safety, security, and compliance checks throughout the shift.
Delivering a warm welcome to Guests upon arrival, and a fond fair well upon their departure from the lounge.
Ensure all Guests (including PRM Guests) are provided with additional assistance and information as required.
Identify and engage appropriately with CIP and VIP guests
Collaborate with Operation Coordinator, Operations Managers, and station staff during times of disruption to ensure all guests are well informed and appropriately cared for.
Manage lounge stock including food and beverages, cleaning materials etc., by conducting the weekly stocktake.
Submit lounge stock order and manage deliveries to the lounge.
Complete end of shift reporting requirements, including the identification of guest issues and their resolution.
Proactively offer and share feedback with your Lounge Supervisor on the service standards and procedures to help strive for continuous improvement.
Identify and report maintenance issues through the digital tools made available.
Ensure any service or Guest issues are escalated to the Lounge Supervisor at the end of each shift.
Meet business objectives and discuss progress through My Catch-Up meeting with the Crewing & Support Manager
Ensure all business communications received have been read and understood prior to and during your shift.
Embrace technology, using the equipment provided to help support the successful delivery of our Guest experience
Wear and maintain your issued Caledonian Sleeper uniform to the Service Guidelines standards.
Attend face to face briefings, meetings as per business dictates.
Complete all mandatory Learning and Development training in a timely manner, as per the schedule set.
Attend mandatory training courses as required (these could be held in Perth)

This list of Key Accountabilities is not exhaustive and may change throughout the life of the role. This role holder may be required to support with other tasks deemed necessary to support the business requirements.

**What you’ll need to do the role**:
Experience in ensuring a company vision is brought to life in an operational or hospitality environment in a professional and consistent manner
Excellent communication and people skills
Excellent Customer Service skills, with ability to proactively seek resolution for guest issues
IT skills required, experience with Microsoft Office 365 packages and Teams
First Aid skills an advantage
Language skills an advantage
Ability to remain calm under pressure and demonstrate resilience during times of disruption or delays
Ability to work anti-social hours, shift patterns and without direct supervision

**Additional / specific features of the role**:
16 hours rostered per week, 05:30 - 09:30 Monday - Saturday, 20:00-23:59 Sunday-Friday
Flexible during disruption or during times when there are service alterations.
Holiday cover where required
Flexibility to cover external meetings
Attend mandatory training courses

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

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.