GE Support Host-Serco Caledonian Sleeper

Euston Road, London | Other

Guest Experience Support Host

London Euston Station, London, NW1 2DU

Full Time, 35 Hours per week - Night Shift

£28,090 + Benefits

 

 

 

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 c£800m over its 15-year contract term.  The contract will have a workforce of over 100 employees and together with several key 3rd party suppliers, will deliver the core service and specialist projects, providing a unique 'one stop shop' solution for Transport Scotland and their business, tourism, and leisure aspirations.

 

 

Caledonia Sleeper are currently looking for a Guest Experience Support Host to provide excellent onboard service delivery and memorable experience for all our guests. 

 

Responsibilities of the role

 

 

  • Maintain excellent product and service knowledge, this ensures Caledonian Sleeper's on-board service delivery is seamless and provides a memorable experience for all Guests.
  • Working in line with our 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.
  • Execution of safety and security checks throughout the end-to-end journey.
  • Delivering a warm welcome to Guests upon pre-departure, and a fond fair well upon arrival at their destination.
  • Ensure all Guests (including PRM Guests) are provided with additional assistance and information as required, which includes berth functionality and the on-board service. This would also include all relevant safety and security arrangements on-board and supporting, for example, families and older guests with luggage.
  • Ensure through the check-in process that all Guests are compliant with valid travel documentation.
  • Ensure all our Guests receive the highest standards of service, as per the Service Guidelines.
  • In the absence of a Team Leader, the Host team will maintain service levels onboard for our guests, namely the Club Car, Room Service and at seat service, based on the agreed service matrix, ensuring that revenue opportunities are being maximised and guests are offered a food & beverage service throughout the journey.
  • Complete end of journey financial reconciliation and documentation of all on[1]board sales.
  • Proactively offer and share feedback with your Performance & Standards Manager on the service standards and procedures to help strive for continuous improvement across Caledonian Sleepers service.

 

 

 

What I need to do the job?

 

 

 

  • Experience in ensuring a company vision is brought to life in an operational or hospitality environment in a professional and consistent manner.
  • Excellent communication and interpersonal skills.
  • Knowledge of Customer Service skills, which can be demonstrated as having been delivered in a guest facing environment, with ability to proactively seek resolution for guest issues
  •  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 

 

 

Our Amazing Benefits:

 

· Are you looking for a company who can be flexible to fit around you? Then look no further! Caledonian Sleeper offers a range of shift patterns and can offer a great degree of flexibility to our candidates.

· Complementary travel for employee and dependents on Caledonian Sleeper and Scotrail

· Reduced travel within most rail operators within GB

· 25 days annual leave

· Friends and Family discounts

· Final salary railway pension

· Access to health insurance scheme

· Access to Serco Benefits package discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships

· Extensive training and development

All Serco employees must ensure that their current line manager is aware of their application.  For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities.  Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

 

All Serco employees must ensure that their current line manager is aware of their application.  For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities.  Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

 

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 


Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 


At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
 

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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Reference
281882-en_GB
Contract Type
Expiry Date
17/12/2022 03:48:00
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