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- Tasks: Host guests in a vibrant lounge, ensuring smooth journeys and excellent service.
- Company: Join Caledonian Sleeper, an iconic brand with a rich heritage in overnight rail travel.
- Benefits: Enjoy 25 days annual leave, complimentary tickets, and flexible working options.
- Why this job: Be part of a dynamic team, enhancing guest experiences in a unique travel environment.
- Qualifications: Customer service experience is essential; hospitality or transport background preferred.
- Other info: Flexible shifts starting early or late, with opportunities for personal development.
The predicted salary is between 12000 - 18000 £ per year.
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 buggies.
- 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 CSL Essentials 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 (pro-rata).
- Opportunity to join the Railway final salary pension scheme.
- Allocation of complimentary tickets for Caledonian Sleeper each year.
- Complimentary Scotland wide rail travel with ScotRail for the employee and qualifying family member.
At Caledonian Sleeper Limited we are committed to building a diverse and inclusive organisation that supports the needs of all and matches the diverse profile of our guests. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from all if you feel you match the skill requirements of the role. 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.
GE Station Support/Lounge host employer: Serco
Contact Detail:
Serco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land GE Station Support/Lounge host
✨Tip Number 1
Familiarise yourself with the Caledonian Sleeper service and its unique offerings. Understanding the brand's history and what sets it apart will help you engage more effectively with guests and demonstrate your passion for the role during interviews.
✨Tip Number 2
Practice your customer service skills in dynamic environments. Since this role requires excellent guest relations, consider volunteering or taking part-time roles in hospitality or transport sectors to gain relevant experience and showcase your ability to handle various situations.
✨Tip Number 3
Network with current or former employees of Caledonian Sleeper or similar companies. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 4
Be prepared to discuss how you would handle disruptions and delays. Given the nature of the role, having specific examples ready that demonstrate your problem-solving skills and ability to remain calm under pressure will set you apart from other candidates.
We think you need these skills to ace GE Station Support/Lounge host
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, hospitality, or transport sectors. Emphasise any roles where you've had to manage guest relations or work under pressure.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your ability to provide excellent customer service and handle dynamic environments.
Highlight Relevant Skills: Clearly outline your skills that match the job description, such as communication, organisational abilities, and experience in food and beverage service. Use examples to illustrate how you've successfully applied these skills in past roles.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Serco
✨Showcase Your Customer Service Skills
As a Guest Experience Station Lounge & Support Host, your ability to provide excellent customer service is crucial. Prepare examples from your past experiences where you successfully handled guest interactions, especially in challenging situations.
✨Demonstrate Flexibility and Resilience
This role requires working under pressure and adapting to changing circumstances. Be ready to discuss how you've managed stressful situations in the past and how you can maintain a positive attitude during disruptions.
✨Familiarise Yourself with the Caledonian Sleeper Operations
Having a good understanding of the Caledonian Sleeper services and operations will set you apart. Research the company’s history, values, and the specific services they offer to guests, so you can speak knowledgeably during the interview.
✨Prepare for Teamwork Scenarios
Collaboration is key in this role. Think of instances where you worked effectively as part of a team, particularly in a hospitality or transport setting. Be prepared to discuss how you can contribute to a positive team environment.
