Guest Experience Support Sleeper Host

6 months ago

Euston, United Kingdom Serco Plc Full time

Based in London Euston covering all network bases
Fixed Term 9-month contract
35 Hours per week
- roster Sunday
- Saturday shifts
£ 30, 453.08 plus additional benefits

We have an exciting opportunity for a Guest Experience Support Sleeper Host to join our team to deliver a fantastic onboarding service and memorable experience for Caledonian Sleeper Guests. As our new Guest Experience Support Sleeper Host, you will deliver an exceptional welcome to our guests during their check in process and ensure guests are given a full brief on the train’s facilities including the detail of all berth features. You will be required to attend pre journey team briefings to ensure up to date on safety measures and be aware of onboard duties for the shift. An important part of your role will include being aware of any special requirements for each journey, including team breaks.

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 £800m over its 15-year contract term. The contract 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.

Key Accountabilities

Maintain excellent product and service knowledge, this ensures Caledonian Sleeper’s on-board service delivery is seamless and provides a memorable experience for all Guests.
Working in line with our policies and procedures to ensure consistent high standards across the entire on-board service delivery.
Ensure presentation of the train throughout the journey is to the highest standards, escalating any service failures to the appropriate department as required.
Execution of safety and security checks throughout the end-to-end journey.
Delivering a warm welcome to Guests upon pre-departure, and a fond fair well upon arrival at their destination.
Ensure all Guests (including PRM Guests) are provided with additional assistance and information as required, which includes berth functionality and the on-board service. This would also include all relevant safety and security arrangements on-board and supporting, for example, families and older guests with luggage.
Ensure through the check-in process that all Guests are compliant with valid travel documentation.
Ensure all our Guests receive the highest standards of service, as per the Service Guidelines. Double, Club and Classic Guests to receive enhanced product as expected.
Identify and report maintenance issues through the digital tools made available to all on-board Hosts.

**What you’ll need to do the role**:
Customer Service skills, which can be demonstrated as having been delivered in a guest facing environment, with ability to proactively seek resolution for guest issues
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 interpersonal skills
Ability to remain calm under pressure and demonstrate resilience during times of disruption or delays
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

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.

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