Guest Experience Sleeper Host
Fort William, Inverness-shire
8-month Fixed Term Contract, Part Time 17.5 hours per week- rostered from Sunday to Saturday, all constant nightshifts
£15,911.73 plus additional benefits
We have an exciting opportunity for a Part Time Guest Experience Sleeper Host to join our team on a fixed term basis to deliver a fantastic onboarding service and memorable experience for Caledonian Sleeper Guests.
Caledonian Sleepers 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 and a memorable experience for all Guests.
* 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 to the appropriate department as required.
* Execute 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, including berth functionality and on-board service.
* Ensure all Guests are compliant with valid travel documentation during the check-in process.
* Deliver the highest standards of service as per the Service Guidelines, ensuring Double, Club, and Classic Guests receive enhanced product as expected.
* 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.
* Provide timely and frequent service delivery to Seated Coach Guests throughout their journey.
* Complete end of journey financial reconciliation and documentation of all onboard sales.
* Proactively offer feedback on service standards and procedures to the Performance & Standards Manager.
* Identify and report maintenance issues using the digital tools available to 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, aiming to maximise revenue opportunities and achieve average spend per guest target.
* Ensure all business communications are read and understood pre-departure and during shifts.
* Embrace technology to support the successful delivery of our Guest experience.
* Wear and maintain issued Caledonian Sleeper uniform to the Service Guidelines standards.
* Attend face-to-face briefings on-board and complete all mandatory Learning and Development training in a timely manner.
This list of key accountabilities is not exhaustive and may change throughout the life of the role.
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; experience with Epos onboard sales systems is an advantage.
* First Aid skills are an advantage.
* Language skills are an advantage.
* Ability to remain calm under pressure and demonstrate resilience during disruptions or delays.
What we offer:
* 25 days annual leave pro rata.
* Free Scotland wide rail travel with ScotRail for the employee and eligible family members.
* Allocation of complimentary tickets each year for Caledonian Sleeper travel.
* Contributory pension scheme.
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and may bring the closing date forward, so please apply promptly to avoid disappointment.
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. We will make reasonable adjustments at interview and employment for our candidates and strongly encourage applications from all who feel they match the skill requirements of the role.
Caledonian Sleeper is an iconic brand with a heritage stretching back a century and a half. Part of an exclusive club, Caledonian Sleeper is one of only two sleeper trains in the UK, whisking guests from London to the iconic cities of Aberdeen, Edinburgh, Inverness, and Glasgow.
Caledonian Sleeper sets new standards in overnight rail travel, offering a choice of affordable seats, private guestrooms, and our much-loved Club Car to around 200,000 guests per year.
Serco is acting as the resourcing partner for Caledonian Sleeper Limited, which is operated by Scottish Rail Holdings on behalf of the Scottish Government.
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