At a Glance
- Tasks: Deliver exceptional service and create memorable experiences for guests at Euston Station.
- Company: Join the iconic Caledonian Sleeper team, connecting Scotland and London.
- Benefits: Enjoy free travel, discounts, and a contributory pension scheme.
- Other info: Flexible hours with opportunities for growth in a vibrant environment.
- Why this job: Be part of a passionate team making travel enjoyable and hassle-free.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 20554 - 20554 £ per year.
Location: London Euston
Contract Type: Fixed Term Contract (6 months)
Hours: Part Time – 25 hours per week
Salary: £20,554.69
Applicants for this role must live within a 60-minute commute of London Euston Station.
About Caledonian Sleeper
Caledonian Sleeper is an iconic overnight rail journey connecting Scotland with London, operating nightly (except Saturdays) and 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 and arrive 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. 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 Station Lounge & Support Host to join our team in London Euston on a fixed-term basis for six months. Reporting directly to the Lounge and Station Operational Lead, 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. Euston is the largest station for Caledonian Sleeper and the gateway for all guests travelling from London or arriving from Scotland on our services. It is therefore essential that we have a dedicated team to deliver a memorable experience for all guests in the lounge and station. This team will deliver excellent service and hospitality by supporting the check-in and boarding process to achieve performance and business targets and objectives, while 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 that impact the Caledonian Sleeper Euston operation, ensuring our guests are provided with regular updates in the lounge and station. The role is based at Euston Station within the Guest Experience Station Support Team; however, it may be required to work at alternative stations in London during planned or unplanned disruption. The role operates in a vibrant and demanding lounge and station environment where delays and disruption can occur, so a strong focus on guest-facing relations is essential. The successful candidate will also engage with the wider Guest Experience and Operational teams to ensure excellent communication and service levels for guests transiting through Euston Station.
How Our Values Shape This Role
- Togetherness: Collaborate across Onboard Team Leaders, Hosts and station teams to deliver seamless guest experiences and a coordinated lounge operation.
- Respect: Provide attentive, dignified service to all guests (including Passengers with Reduced Mobility and families) and maintain courteous relationships with suppliers, VIPs and colleagues.
- Integrity: Uphold service and safety standards from check-in to boarding, ensure accurate daily reporting and provide honest, timely communication during disruptions.
- Passion: Deliver memorable, proactive hospitality, seek opportunities to enhance guest experience and revenue, participate in briefings and contribute to continuous lounge improvements.
Key Accountabilities
- Guest Experience and Service Excellence
- Ensure a smooth journey for guests transiting through Euston Station on all arriving and departing Sleeper services.
- Provide excellent customer service through meet-and-greet duties and a friendly, consistent standard of service.
- Welcome eligible guests into the lounge, ensuring they are checked in and briefed on the lounge experience.
- Regularly present and inspect the Euston Lounge and waiting areas to Caledonian Sleeper service standards.
- Proactively approach and serve guests with food and beverages to maximise revenue opportunities.
- Work closely with Onboard Team Leaders and Hosts to ensure a seamless check-in and boarding process, including Priority Boarding for Club and Double guests.
- Provide daily reporting on guest numbers, sales, stock, ordering and station incidents.
- Support other functions within the Guest Experience Support Team during annual leave and absences.
- Ensure duty phones are always operational and in service.
Quality, Cleanliness and Workplace Standards
- Maintain excellent presentation of the lounge, both front and back of house.
- Carry out checks of washrooms, kitchens, fridges, counter areas, refreshments, literature, showers and toilets throughout the day and evening.
- Support disruption and delay management at Euston by following established plans and procedures.
- Maintain positive working relationships with the Euston Station Duty Team to ensure a safe and clean operating environment.
- Coordinate daily with catering suppliers and loading teams to support on-time performance and agreed service levels.
- Support key cutting and delivery to onboard services.
- Assist guests with special requirements, including Passengers with Reduced Mobility (PRM), families with young children, bicycles and children's buggies.
Co-ordination and Collaboration
- Work closely with Onboard Team Leaders and Hosts to ensure a seamless check-in and boarding process, including Priority Boarding.
- Attend daily briefings with the Lounge and Support Team Supervisor.
- Provide daily reporting on guest numbers, sales, stock, ordering and station incidents.
- Support wider Guest Experience Support Team functions during periods of absence or annual leave.
- Work closely with the Train Manager to support train turnaround, check-in and boarding times.
- Coordinate daily with catering suppliers and loading teams to meet business objectives and service standards.
Events, VIP and Special Guest Support
- Support all Caledonian Sleeper events and VIP travel at Euston Station, ensuring the company's reputation is maintained and commercial opportunities are recognised.
- Provide direct assistance to guests with special requirements, including PRMs, families with young children, bicycles and buggies.
Operational Readiness and Incident Response
- Assist with disruption and delay management affecting Caledonian Sleeper guests at Euston.
- Ensure pre-boarding tools and equipment are in place for onboard team briefings, including berth lists, booking amendments, special guest information and any required operational equipment.
- Deliver check-in and boarding standards, including setting up equipment and resources required to support operations.
Requirements
- Essential Skills, Knowledge and Qualifications
- Experience in a dynamic customer-facing environment, preferably within the transport or hospitality sectors.
- Strong motivation and excellent customer service, guest experience and organisational skills.
- Experience within a food and beverage service environment is desirable.
- Previous train service, travel industry or hospitality experience would be advantageous.
- Proficiency in Microsoft PowerPoint, Excel and Word.
- Ability to communicate effectively with large groups, team members and guests.
- Ability to build strong internal and external stakeholder relationships.
- Knowledge and experience of Caledonian Sleeper operations would be advantageous.
- Ability to work under pressure while demonstrating flexibility and resilience.
Additional Features
- Early shifts may start at 05:45 and late shifts may finish at midnight to support arrivals and departures across the Euston operation.
- Average weekly hours are 25, with a flexible roster to meet operational requirements.
What We Offer
- 25 days annual leave plus public holidays (pro rata for part-time and fixed-term employees)
- Free travel on ScotRail for eligible employees and family members
- Free travel on Caledonian Sleeper for eligible employees and family members
- Significant discounts on other UK rail travel
- Friends and family travel tickets on Caledonian Sleeper
- HAPI Benefits membership offering discounts at selected retailers, hospitality venues and gyms
- Contributory pension scheme
At Caledonian Sleeper, our mission is to connect people and places through a hassle-free, convenient travel experience — and that starts with you. Guided by our core values of Integrity, Passion, Togetherness and Respect, we are committed to fostering an inclusive environment where every guest feels valued and every colleague is supported. If you're ready to bring your enthusiasm, empathy and dedication to a night-time operation that truly makes a difference, we'd love to hear from you. Join us and be part of a team that's passionate about delivering delightful journeys, every time.
Station Lounge & Support Host employer: Caledonian Sleeper Limited.
Caledonian Sleeper is an exceptional employer, offering a unique opportunity to work in a vibrant and dynamic environment at London Euston. With a strong commitment to employee growth, our values of Togetherness, Respect, Integrity, and Passion foster a collaborative culture where every team member is valued. Enjoy benefits such as free travel on ScotRail and Caledonian Sleeper services, generous annual leave, and a contributory pension scheme, all while contributing to a sustainable travel experience that connects communities across the UK.
Contact Details:
Caledonian Sleeper Limited. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Station Lounge & Support Host
✨Get Involved in Local Events
Check out foodie festivals, farmers' markets, and local fairs in your area. These are perfect opportunities to meet restaurant owners and managers face-to-face, and they often look for part-time help during busy seasons.
✨Join Hospitality Groups
Connect with local hospitality groups on social media platforms like Facebook or Instagram. These communities frequently post about part-time job openings that aren’t advertised elsewhere, plus it’s a great way to engage with the food scene in your area!
✨Show Up in Person
For part-time roles in the hospitality sector, don't underestimate the power of a walk-in. Grab your best smile and pop into local cafés or restaurants with your CV in hand. It shows initiative and can really make you stand out!
✨Apply Through Our Website!
Don’t forget to check out the openings at Caledonian Sleeper Limited. and apply directly through our website! We love seeing friendly faces and you’ll be surprised how many part-time roles pop up that may not be listed on job boards.
We think you need these skills to ace Station Lounge & Support Host
Some tips for your application 🫡
Show Off Your Service Skills:In the hospitality and food service industry, showcasing your customer service experience is key. Be sure to highlight relevant roles in your CV or cover letter where you’ve directly engaged with customers—this could be from previous waitressing, barista jobs, or any roles that involved teamwork and communication. You want to convince us at Caledonian Sleeper Limited. that you can keep it cool under pressure!
Certifications Matter:If you’ve got any hospitality-related certifications—like food safety or first aid—definitely mention those! Including these credentials can set you apart from other applicants. It shows us that you're serious about the health and safety standards we maintain here at Caledonian Sleeper Limited..
Flexibility is Your Friend:Since this is a part-time role, we’re looking for someone who can work various shifts. In your application, it’s useful to outline your availability clearly. Make it easy for us to see when you can jump in and help out—this shows that you’re committed and ready to adapt!
Let Your Personality Shine:In hospitality, personality plays a vital role. Use your cover letter to share why you’re passionate about food service and what brings you joy in helping customers. A personal touch can make your application memorable and help us at Caledonian Sleeper Limited. get a sense of who you are beyond your experience!
How to prepare for a job interview at Caledonian Sleeper Limited.
✨Show Off Your People Skills
In hospitality, your ability to work with customers and team members is crucial. Be prepared to share stories that highlight your experience in handling customer service situations, especially any tricky ones. We want to hear how you turned a potentially negative experience into a positive one!
✨Know the Menu Inside Out
You might get quizzed on the menu items or asked about your favourite dishes. Brush up on any special offerings at Caledonian Sleeper Limited. and demonstrate genuine enthusiasm for their food. This shows you’re not just looking for any job, but you’re genuinely excited about working with their team.
✨Flexibility is Key
As you're going for a part-time role, emphasise your availability and willingness to work various shifts. Mention any instances where you've gone above and beyond for scheduling or helped out during busy times. This flexibility can make you stand out from the crowd!
✨Role-Play Scenarios
Be ready for role-play scenarios during your interview! Employers love to see how you handle on-the-spot situations, like dealing with a dissatisfied customer or managing a specific request from a patron. Practising these scenarios with friends can help boost your confidence.
