Guest Experience Lounge

7 months ago

London, United Kingdom Serco Plc Full time

Guest Experience Station Lounge & Support Host
Caledonian Sleeper - London Euston
Permanent, Part Time, 20 hours per week
£14,560 plus benefits

The Caledonian Sleeper team are looking for a Guest Experience Station Lounge & Support Host to join their team in London Euston.

The role is based at Euston station within the Guest Experience Station Support Team, however, will be required to work at alternative stations in London during planned or unplanned disruption. The role is hosting many guests in a vibrant and demanding lounge and station environment, with delays and disruption, so an emphasis on guest facing relations is essential. In addition, they will be required to engage with the wider Guest Experience and Operational teams to ensure excellent communications and service levels for our guests transiting through Euston Station.

**Main Accountabilities**:
Ensure a smooth journey for our guests transiting through Euston station for all Sleeper services arriving and departing.
Provide excellent customer service to all guests with a friendly and consistent standard of service through meet and greet duties
Welcome eligible guests into the lounge ensuring they are checked-in and briefed on the lounge experience.
Ensure excellent and consistent presentation of the lounge front and back of house including refreshments, literature, showers and toilets throughout the day and evening.
Preparation and service of hot and cold food
Preparation and service of alcoholic and non-alcoholic drinks
Proactively approach and serve guests with food and beverage to maximise revenue opportunities
Presenting and inspecting Euston lounge and waiting areas regularly to the Caledonian Sleeper service level standard
Support on all events and VIP travel for Caledonian Sleeper at Euston station, ensuring Caledonian Sleeper reputation intact and commercial opportunities recognised
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 disruption and delays at Euston which impact the Caledonian Sleeper guests, 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
Hold daily briefing with Lounge and Support Team Supervisor
Provide daily reporting on guest numbers, sales, stock and ordering and any station incidents
Support during annual leave and / 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
Complete Serco Essential learning modules and opportunities for development as supported by Lounge and Station Support Lead

**What you’ll need to do the role**:
Experience in dynamic customer facing environment, preferably in the transport or hospitality sectors.
Displaying strong motivational, excellent customer service, guest experience and organisational skills
Experience within a food and beverage service environment is preferred
Previous onboard train service, travel industry or hospitality experience would be an advantage
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

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.
Average weekly hours are 20 hours, with a flexible roster to meet operational requirements.

What we offer

25 days annual leave
Opportunity to join the Railway final salary pension scheme
Allocation of complimentary tickets for Caledonian Sleeper each year

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