At a Glance
- Tasks: Deliver exceptional guest experiences and ensure safety on our iconic sleeper trains.
- Company: Join the Caledonian Sleeper team, a unique overnight rail service connecting Scotland and London.
- Benefits: Enjoy 32 days annual leave, free travel for you and family, and discounts on UK rail.
- Other info: Flexible hours, training provided, and opportunities for career growth in a dynamic environment.
- Why this job: Be part of a passionate team creating memorable journeys across the UK's scenic routes.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 34221 - 34221 € per year.
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 delivering 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. 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 ClubCar to around 200,000 guests per year. At Caledonian Sleeper, our core values of Togetherness, Respect, Integrity, and Passion underpin everything we do. We believe that fostering a collaborative, respectful and passionate approach is essential to delivering an exceptional guest experience. We are committed to building a diverse and inclusive organisation that reflects the communities we serve.
The Role
We are offering an exciting opportunity for a Guest Experience Sleeper Host to join our team in London Euston on a full‑time permanent basis. The successful candidate will deliver exceptional onboarding and memorable experiences for Caledonian Sleeper guests, ensuring high standards of service during a busy and dynamic period.
- 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.
- 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.
- Ability to proactively resolve guest issues and ensure a positive experience.
Requirements & Skills
- Proven experience in delivering exceptional customer service in operational, travel or hospitality environments.
- Strong communication and interpersonal skills.
What We Offer
- 32 days annual leave (including Bank Holidays and flexible days)
- London weighting allowance
- 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
- 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 training covering customer service, railway rules and service standards, followed by 2 weeks of one to one training on board)
How Our Values Shape This Role
- Togetherness: Foster a collaborative, inclusive environment where all team members feel valued, supported and motivated to work towards shared goals.
- Respect: Lead by example in interactions with colleagues, guests and stakeholders, promoting open communication and mutual regard.
- Integrity: Uphold the highest standards of honesty, transparency and ethical behaviour in all aspects of your work.
- Passion: Demonstrate enthusiasm and commitment, inspiring your team.
Guest Experience Sleeper Host employer: Caledonian Sleeper Limited.
Caledonian Sleeper is an exceptional employer, offering a unique opportunity to be part of an iconic overnight rail service that connects Scotland with London. With a strong commitment to employee growth, a collaborative work culture, and generous benefits including free travel for you and your family, 32 days of annual leave, and a comprehensive training programme, we ensure our team members feel valued and supported. Join us in delivering memorable experiences for our guests while enjoying the scenic beauty of the UK.
Contact Detail:
Caledonian Sleeper Limited. Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Sleeper Host
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even former colleagues who might have connections in the travel or hospitality industry. A personal recommendation can go a long way in landing that Guest Experience Sleeper Host role.
✨Tip Number 2
Get social! Follow Caledonian Sleeper on social media and engage with their posts. This shows your interest and can help you stay updated on any job openings or company news. Plus, it’s a great way to connect with current employees!
✨Tip Number 3
Prepare for the interview by brushing up on your customer service skills. Think of examples from your past experiences where you went above and beyond for a guest. Remember, they’re looking for someone who embodies their values of Togetherness, Respect, Integrity, and Passion.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Caledonian Sleeper team and ready to deliver exceptional experiences for our guests.
We think you need these skills to ace Guest Experience Sleeper Host
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how passionate you are about delivering exceptional guest experiences and why you think you'd be a great fit for the Caledonian Sleeper team.
Tailor Your Application:Make sure to customise your application to highlight relevant experience in customer service or hospitality. We love seeing how your skills align with our values of Togetherness, Respect, Integrity, and Passion!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and structure your thoughts well so we can easily see your qualifications and what you bring to the table. Remember, first impressions count!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining the Caledonian Sleeper family!
How to prepare for a job interview at Caledonian Sleeper Limited.
✨Know Your Guest Experience
Familiarise yourself with the Caledonian Sleeper's unique offerings and values. Understand what makes their guest experience special, from the comfort of the sleeper trains to the scenic routes. This knowledge will help you demonstrate your passion for providing exceptional service during the interview.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've delivered outstanding customer service. Highlight situations where you went above and beyond to ensure a positive experience for guests, especially in fast-paced environments. This will show that you can handle the dynamic nature of the role.
✨Emphasise Teamwork and Communication
Since the role involves working closely with team members, be ready to discuss how you collaborate effectively with others. Share specific instances where you contributed to a team's success or resolved conflicts, showcasing your ability to foster a respectful and inclusive environment.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to remain calm under pressure. Prepare for scenarios related to guest issues or operational challenges, and think about how you would handle them while maintaining high service standards. This will demonstrate your readiness for the role's demands.
