Guest Experience Station Lounge

**Guest Experience Station Lounge & Support Host**

**Caledonian Sleeper, London Euston Station**

**Competitive Salary + Benefits**

**Permanent, Part Time, Average 20hrs 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**:

- 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 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
- Hold daily briefing with Lounge and Support Team Leader
- Provide daily reporting on guest numbers, sales, stock and ordering and any station incidents
- Support during annual leave and / or absence for other functions withing 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

**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.

Average weekly hours are 20 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)