Guest Experience Sleeper Host

Caledonian Sleeper is an iconic overnight rail journey connecting Scotland with London, operating nightly (except Saturdays), serving major cities and rural destinations.

Established in the late 19th century, Caledonian Sleeper has a long-standing reputation for comfort, hospitality and providing a unique travel experience across the UK’s scenic routes. The service operates primarily overnight, allowing passengers to sleep comfortably on specially designed sleeper trains, arriving refreshed at their destination.

As a service operated on behalf of the Scottish Government, it is part of the UK’s public sector efforts to promote sustainable and convenient travel.

Caledonian Sleeper combines historic charm with modern comfort, offering a distinctive, overnight travel experience that connects Scotland’s vibrant cities with the heart of London, all while emphasising exceptional customer service and hospitality.

We are offering an exciting opportunity for a Guest Experience Sleeper Host to join our team in Central Scotland on a fixed-term basis for seasonal/holiday cover. This is a temporary role designed to provide resilience and support within our established team during peak periods. This role requires full flexibility in working hours and shifts, as operational demands vary week-to-week.

**KEY ACCOUNTABILITIES**:
**Guest Service & Experience**
- Ensure all guests have the necessary valid travel documentation during check-in.
- Provide assistance to all guests, including Persons with Reduced Mobility (PRM), families, and older guests with luggage, safety information, berth functionality and onboard services.
- Deliver consistent, high-quality service in line with our Service Guidelines, including enhanced service for Double and Club Guests.
- Learn & maintain comprehensive product and service knowledge to ensure seamless onboard service and a memorable guest experience.
- Offer proactive, timely service to classic & seated coach guests, following service standards throughout the journey.
- Communicate effectively and safely through disruption and throughout the journey.
- Provide a warm, welcoming atmosphere for guests upon pre-departure and a courteous farewell at arrival.

**Onboard Operations & Safety**
- Execute safety and security procedures throughout the entire journey, escalating issues as needed.
- Conduct safety and security checks at various points during the trip.
- Report maintenance issues promptly using digital tools provided.
- Complete end-of-journey financial reconciliation and document all onboard sales.
- Support operational needs as a Team Leader on an ad-hoc basis, volunteering to ensure service delivery and safety standards are maintained, with appropriate recognition and compensation.

**Teamwork & Communication**
- Work collaboratively with multiple Team Leaders and Hosts across different bases.
- Share feedback with your Performance & Standards Manager to help improve service quality continuously.
- Ensure all business communications are read, understood and acted upon during shifts.
- Attend face-to-face briefings and mandatory training sessions to stay aligned with business requirements.

**Technology & Uniform**
- Embrace and proficiently use onboard technology and equipment, with training provided.
- Maintain a professional appearance by wearing and caring for your issued Caledonian Sleeper uniform according to Service Guidelines.

**REQUIREMENTS & SKILLS**
- Proven experience in delivering exceptional customer service in operational, travel or hospitality environments.
- Strong communication and interpersonal skills.
- Ability to proactively resolve guest issues and ensure a positive experience.
- IT proficiency, including Microsoft Office 365, Teams and onboard sales systems (Epos experience advantageous).
- Ability to work varied hours and night shifts, with full flexibility to accommodate weekly operational demands.
- Comfortable working in a fast-paced, evolving environment.
- Willingness to travel between different work bases as required.
- First Aid certification and additional language skills are advantageous.
- Ability to remain calm, resilient and adaptable during disruptions or delays.

**WHAT WE OFFER**:

- 32 days annual leave (including Bank Holidays and flexible days)
- Free travel on Scotrail for you and eligible family members
- Free travel on Caledonian Sleeper for you and eligible family members
- Significant discount on other UK rail travel for you and eligible family members
- Allocation of “friends and family” tickets for travel on Caledonian Sleeper
- Healthcare cash plan
- HAPI Benefits membership offering discounts at selected retailers, hospitality venues and gyms etc.
- Contributory pension scheme
- Additional earnings available through onboard sales commission
- This role offers flexibility for those seeking additional hours when operational demands arise
- Training provided - 4 week training programme will be provided (2 weeks of residential traini