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Support Sleeper Host
| Posting date: | 29 January 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 12 February 2025 |
| Location: | Euston, NW1 2RT |
| Company: | Serco Limited |
| Job type: | Temporary |
| Job reference: | 298765-43136422 |
Summary
Serco Limited
Sleeper Support HostCaledonian Sleeper: London Euston 12-month Fixed Term Contract, 35 hours (Rostered shift pattern, nightshift)
£31,823.47 plus benefits
Caledonian Sleeper have a fantastic opening for a Sleeper Support Host to join the team in Euston on a 12-month fixed term contract.
Reporting to the Performance & Standards Manager, this is a great opportunity where you will provide excellent onboard service delivery and help create a memorable experience for all of our guests. Main responsibilities of the role include:
- 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. Double, Club and Classic Guests to receive enhanced product as expected.
- In the absence of a Team Leader, the Host team will maintain service levelsonboard for our guests, namely the Club Car, Room Service and at seatservice, based on the agreed service matrix, ensuring that revenueopportunities are being maximised and guests are offered a food & beverage service throughout the journey. The primary host delivering the Club Car service would receive a Catering Allowance.
- Working on an ad-hoc basis as a Team Leader to meet operational and safety requirements and ensure onboard service delivery for guests. This would be on a voluntary basis with an appropriate payment made to recognise this higher-grade duty once qualified to do so.
- Seated Coach Guests to receive timely and frequent service delivery throughout their journey, as per the Guest Experience Service Guidelines.
- Complete end of journey financial reconciliation and documentation of all onboard 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.
- Identify and report maintenance issues through the digital tools made available to all on-board Hosts.
- Any service or Guest issues are escalated to the Team Leader to be included in their shift report, and any necessary feedback forms completed and sent to the GSC for escalation before end of shift.
- Through My Catch-Up annual plan meet business objectives which willincludes (but is not limited to) seeking to maximise revenue opportunities,using best endeavours, all opportunities and tools available to aim to achieveaverage spend per guest target, support right time boarding and Overall Guest Satisfaction.
- Ensure all business communications sent have been read and understood pre-departure and during your shift.
- Embrace technology, with appropriate training given, using the equipment provided to help 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, as per the schedule set.
This list of Key Accountabilities is not exhaustive and may change throughout the life of the role. This role may be required to support with other tasks deemed necessary to support the operation. Substantive changes to key accountabilities will be consulted through collective bargaining agreements.
What you’ll need to do the role:
- 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
Additional / Special features of the role
- Twelve month fixed term position, contracted 35 hours per week over 4-week lunar period
- Role will involve nightshift working with day let accommodation provided as necessary
What we offer:
- Competitive salary
- 25 days annual leave plus bank holidays
- 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
Sleeper Support HostCaledonian Sleeper: London Euston 12-month Fixed Term Contract, 35 hours (Rostered shift pattern, nightshift)
£31,823.47 plus benefits
Caledonian Sleeper have a fantastic opening for a Sleeper Support Host to join the team in Euston on a 12-month fixed term contract.
Reporting to the Performance & Standards Manager, this is a great opportunity where you will provide excellent onboard service delivery and help create a memorable experience for all of our guests. Main responsibilities of the role include:
- 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. Double, Club and Classic Guests to receive enhanced product as expected.
- In the absence of a Team Leader, the Host team will maintain service levelsonboard for our guests, namely the Club Car, Room Service and at seatservice, based on the agreed service matrix, ensuring that revenueopportunities are being maximised and guests are offered a food & beverage service throughout the journey. The primary host delivering the Club Car service would receive a Catering Allowance.
- Working on an ad-hoc basis as a Team Leader to meet operational and safety requirements and ensure onboard service delivery for guests. This would be on a voluntary basis with an appropriate payment made to recognise this higher-grade duty once qualified to do so.
- Seated Coach Guests to receive timely and frequent service delivery throughout their journey, as per the Guest Experience Service Guidelines.
- Complete end of journey financial reconciliation and documentation of all onboard 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.
- Identify and report maintenance issues through the digital tools made available to all on-board Hosts.
- Any service or Guest issues are escalated to the Team Leader to be included in their shift report, and any necessary feedback forms completed and sent to the GSC for escalation before end of shift.
- Through My Catch-Up annual plan meet business objectives which willincludes (but is not limited to) seeking to maximise revenue opportunities,using best endeavours, all opportunities and tools available to aim to achieveaverage spend per guest target, support right time boarding and Overall Guest Satisfaction.
- Ensure all business communications sent have been read and understood pre-departure and during your shift.
- Embrace technology, with appropriate training given, using the equipment provided to help 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, as per the schedule set.
This list of Key Accountabilities is not exhaustive and may change throughout the life of the role. This role may be required to support with other tasks deemed necessary to support the operation. Substantive changes to key accountabilities will be consulted through collective bargaining agreements.
What you’ll need to do the role:
- 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
Additional / Special features of the role
- Twelve month fixed term position, contracted 35 hours per week over 4-week lunar period
- Role will involve nightshift working with day let accommodation provided as necessary
What we offer:
- Competitive salary
- 25 days annual leave plus bank holidays
- 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
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.