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- Tasks: Deliver exceptional service to guests on the Caledonian Sleeper train.
- Company: Join Caledonian Sleeper, a key player in Scotland's transport network with a rich heritage.
- Benefits: Enjoy free travel for you and family, discounts, healthcare cash plan, and a contributory pension scheme.
- Why this job: Be part of a unique experience, serving guests while exploring Scotland's stunning landscapes.
- Qualifications: Customer service experience, excellent communication skills, and IT proficiency are essential.
- Other info: Flexible working options available; we value diversity and inclusivity in our team.
The predicted salary is between 12000 - 18000 £ per year.
We have an exciting opportunity for a Guest Experience Sleeper Host to join our team in Inverness to deliver a fantastic onboarding service and memorable experience for Caledonian Sleeper Guests.
Caledonian Sleeper 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.
Key Accountabilities:
- Maintain excellent product and service knowledge to ensure seamless on-board service delivery.
- Work in line with 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 as required.
- Execution of safety and security checks throughout the end-to-end journey.
- Deliver a warm welcome to Guests upon pre-departure, and a fond farewell upon arrival at their destination.
- Provide additional assistance and information to all Guests (including PRM Guests) as required.
- Ensure all Guests are compliant with valid travel documentation during check-in.
- Ensure all Guests receive the highest standards of service, as per the Service Guidelines.
- In the absence of a Team Leader, maintain service levels onboard for guests, ensuring revenue opportunities are maximised.
- Work on an ad-hoc basis as a Team Leader to meet operational and safety requirements.
- Complete end of journey financial reconciliation and documentation of all onboard sales.
- Proactively offer feedback to your Performance & Standards Manager on service standards and procedures.
- Identify and report maintenance issues through digital tools available to all on-board Hosts.
- Escalate any service or Guest issues to the Team Leader for inclusion in their shift report.
- Meet business objectives through My Catch-Up annual plan.
- Ensure all business communications sent have been read and understood pre-departure and during your shift.
- Embrace technology and use the equipment provided to support the successful delivery of our Guest experience.
- Wear and maintain your issued Caledonian Sleeper uniform to the Service Guidelines standards.
- Attend face-to-face briefings on-board our service and other business requirements.
- Complete all mandatory Learning and Development training in a timely manner.
What you will need for the role:
- Experience in ensuring a company vision is brought to life in an operational or hospitality environment.
- Excellent communication and interpersonal skills.
- Knowledge of Customer Service skills demonstrated in a guest-facing environment.
- IT skills required, experience with Microsoft Office 365 packages and Teams.
- Experience with Epos onboard sales systems is an advantage.
- First Aid skills an advantage.
- Language skills an advantage.
- Ability to remain calm under pressure and demonstrate resilience during times of disruption or delays.
What we offer:
- 32 days in total (including bank holidays – pro rata).
- 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.
- Contributory pension scheme.
APPLICATION PROCESS:
If you are interested in this opportunity, please click Apply. We look forward to reviewing your application.
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.
Caledonian Sleeper is an iconic brand with a heritage stretching back a century and a half to the early years of Scotland-London sleepers.
Guest Experience Sleeper Host employer: CALEDONIAN SLEEPER LIMITED
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
Familiarise yourself with the Caledonian Sleeper service and its unique offerings. Understanding the different types of guests and their needs will help you demonstrate your knowledge during the interview, showing that you're ready to provide an exceptional experience.
✨Tip Number 2
Highlight any previous experience in hospitality or customer service roles where you've had to manage guest expectations. Be prepared to share specific examples of how you resolved issues or enhanced a guest's experience, as this will resonate well with the hiring team.
✨Tip Number 3
Showcase your communication skills by preparing to engage in role-play scenarios during the interview. This could involve simulating a guest interaction, which will allow you to demonstrate your ability to remain calm under pressure and provide excellent service.
✨Tip Number 4
Research the latest trends in the travel and hospitality industry, particularly those related to rail travel. Being knowledgeable about current developments can set you apart and show your passion for the role and the company.
We think you need these skills to ace Guest Experience Sleeper Host
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in hospitality or customer service. Emphasise any roles where you’ve delivered exceptional guest experiences, as this is crucial for the Guest Experience Sleeper Host position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for providing excellent service. Mention specific examples of how you've gone above and beyond for guests in previous roles, and express your enthusiasm for working with Caledonian Sleeper.
Highlight Relevant Skills: In your application, clearly outline your communication and interpersonal skills. If you have experience with IT systems like Microsoft Office 365 or Epos onboard sales systems, be sure to mention these as they are advantageous for the role.
Showcase Your Resilience: Given the nature of the role, it’s important to demonstrate your ability to remain calm under pressure. Include examples from past experiences where you successfully managed challenging situations or disruptions while maintaining high service standards.
How to prepare for a job interview at CALEDONIAN SLEEPER LIMITED
✨Know the Company Inside Out
Before your interview, make sure you research Caledonian Sleeper thoroughly. Understand their services, values, and what makes them unique in the transport network. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Demonstrate Customer Service Skills
As a Guest Experience Sleeper Host, exceptional customer service is key. Prepare examples from your past experiences where you successfully resolved guest issues or provided outstanding service. This will illustrate your ability to handle similar situations on the job.
✨Showcase Your Communication Skills
Effective communication is crucial in this role. During the interview, practice clear and concise responses. You might also want to highlight any experience you have in hospitality or guest-facing roles where communication played a vital part.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you would handle specific situations with guests. Think about potential challenges you might face as a Sleeper Host and prepare your responses. This will demonstrate your problem-solving skills and ability to remain calm under pressure.
