Sleeper Host - Caledonian Sleeper - Euston

London | Other

Sleeper Host 

Serco Caledonian Sleeper - Euston

Full Time, Permanent (35 hours per week)

£29,002 per annum + Excellent Corporate Benefits Package


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. The contract will has a workforce in excess of 100 employees and together with several key 3rd party suppliers, deliver the core service and specialist projects, providing a unique 'one stop shop' solution for Transport Scotland and their business, tourism and leisure aspirations.


Here at Serco, we are looking for a Guest Experience Sleeper Hosts to join our Caledonian Sleeper trains, to deliver a fantastic onboarding service and memorable experience for Caledonian Sleeper Guests. As our new Guest Experience Sleeper Host, you will deliver an exceptional welcome to our guests during their check in process and ensure guests are given a full brief on the train's facilities including the detail of all berth features. You will be required to attend pre journey team briefings to ensure up to date on safety measures and be aware of onboard duties for the shift. An important part of your role will include being aware of any special requirements for each journey, including team breaks. Other key duties include:

  • Delivering an exceptional welcome to our guests during their check in process.
  • Ensuring guests are given a full brief on the train's facilities including the detail of all berth features
  • Ensuring guests are fully aware of all relevant safety and security arrangements on board.
  • Service of breakfast to our guests before their departure from the train 
  • Carry out checks to ensure all guests are in possession of valid travel documentation
  • Management of guest service in the lounge car, offering the highest standard of Food & Beverage service, in line with Guest Experience standards
  • Approach challenges and disruption in a proactive manner to ensure resolution and minimal impact to guests and team members
  • Management of guest service in the lounge car, offering the highest standard of Food & Beverage service, in line with Guest Experience standards


What you'll need to do the role
This role is a fantastic opportunity for someone who is confident in their ability to work alone using their own initiative, as well as maintaining good working relationships with colleagues in their team. Excellent communication & interpersonal skills are key with knowledge of customer service skills, which can be demonstrated as having been delivered in a guest-facing environment. You must have cash-handling experience and experience of using an iPad device for electronic transactions and internal processes. First Aid skills are an advantage however this will be delivered through Mandatory training. Annual Recurring training will be rostered to include Mandatory and Customer Service training.  


IT literacy is one of the most important aspects of this role so advanced levels in Microsoft Office 365 packages and Teams will be required to enable you to complete your role competently. Previous experience in the travel/transport industry or hospitality sector is preferred and previous onboard train host experience would be an advantage although not essential. 


Why Serco 

Meaningful and vital work - The nature of our business means you will do interesting work that matters - delivering essential services that touch people's lives.


A world of opportunity - Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You'll be able to broaden your experience and apply your skills in new ways.


Great people - You'll become an integral member of a well-defined and supportive team. who believe passionately in the value of our work.


What we offer

  • Complimentary travel for employee and dependents on Caledonian Sleeper and Scotrail
  • Reduced travel within most rail operators within Great Britain
  • Paid car parking
  • Final salary railway pension
  • Full uniform provided
  • 34 days paid holiday per calendar year
  • Up to 6% contributory pension scheme
  • 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.
  • Employee Assistance Programme
  • A safe and supportive culture
  • A company passionate about diversity and inclusion
  • Paid Training Fees


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. 

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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Contract Type
Expiry Date
31/05/2023 03:19:00
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