Facilities Lead

Guest Experience Sleeper Host

Caledonian Sleeper - London Euston Permanent, Full Time 35 hours (variety of rostered nightshift) £34,221.95

About Caledonian Sleeper

Caledonian Sleeper is an iconic overnight rail journey connecting Scotland with London, operating nightly (except Saturdays), 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, arriving 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.

Part of an exclusive club, Caledonian Sleeper is one of only two sleeper trains in the UK, and we like to think it is the most scenic! Whisking guests from the bright lights of London through the night to the iconic cities of Aberdeen, Edinburgh, Inverness, and Glasgow or to the jaw dropping scenery of the west Highlands of Scotland around Fort William. We are proud to serve the UK's most remote railway station too, Corrour.

Caledonian Sleeper sets new standards in overnight rail travel, offering a choice of affordable seats, private guestrooms, some with en suites and double beds, as well as our much loved ClubCar to around 200,000 guests per year.

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 Guest Experience Sleeper Host to join our team in London Euston on a full time permanent basis. 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.

Key Accountabilities Guest Service & Experience

• Ensure all guests have the necessary valid travel documentation during check in.
• Provide assistance to all guests, including Persons with Reduced Mobility (PRM), families, and older guests with luggage, safety information, berth functionality and onboard services.
• Deliver consistent, high quality service in line with our Service Guidelines, including enhanced service for Double and Club Guests.
• Learn & maintain comprehensive product and service knowledge to ensure seamless onboard service and a memorable guest experience.
• Offer proactive, timely service to classic & seated coach guests, following service standards throughout the journey.
• Communicate effectively and safely through disruption and throughout the journey.
• Provide a warm, welcoming atmosphere for guests upon pre departure and a courteous farewell at arrival.

Onboard Operations & Safety

• Execute safety and security procedures throughout the entire journey, escalating issues as needed.
• Conduct safety and security checks at various points during the trip. Report maintenance issues promptly using digital tools provided.
• Complete end of journey financial reconciliation and document all onboard sales.
• Support operational needs as a Team Leader on an ad hoc basis, volunteering to ensure service delivery and safety standards are maintained, with appropriate recognition and compensation.

Teamwork & Communication

• Work collaboratively with multiple Team Leaders and Hosts across different bases.
• Share feedback with your Performance & Standards Manager to help improve service quality continuously.
• Ensure all business communications are read, understood and acted upon during shifts.
• Attend face to face briefings and mandatory training sessions to stay aligned with business requirements.
• Embrace and proficiently use onboard technology and equipment, with training provided.
• Maintain a professional appearance by wearing and caring for your issued Caledonian Sleeper uniform according to Service Guidelines.
• Ability to proactively resolve guest issues and ensure a positive experience.
• IT proficiency, including Microsoft Office 365, Teams and onboard sales systems (Eposexperience advantageous).
• Ability to work varied hours and night shifts, with full flexibility to accommodate weekly operational demands.
• Comfortable working in a fast paced, evolving environment.
• Willingness to travel between different work bases as required.
• First Aid certification and additional language skills are advantageous.
• Ability to remain calm, resilient and adaptable during disruptions or delays.

Requirements & Skills

• Proven experience in delivering exceptional customer service in operational, travel or hospitality environments.
• Strong communication and interpersonal skills.

What We Offer

• 32 days annual leave (including Bank Holidays and flexible days)
• London weighting allowance
• Free travel on Scotrail for you and eligible family members
• Free travel on Caledonian Sleeper for you and eligible family members
• Significant discount on other UK rail travel for you and eligible family members
• Allocation of "friends and family" tickets for travel on Caledonian Sleeper
• HAPI Benefits membership offering discounts at selected retailers, hospitality venues and gyms etc.
• Contributory pension scheme
• Additional earnings available through onboard sales commission
• This role offers flexibility for those seeking additional hours when operational demands arise
• Training provided - 4 week training programme will be provided (2 weeks of residential training covering customer service, railway rules and service standards, followed by 2 weeks of one to one training on board)

How Our Values Shape This Role

• Togetherness: Foster a collaborative, inclusive environment where all team members feel valued, supported and motivated to work towards shared goals.
• Respect: Lead by example in interactions with colleagues, guests and stakeholders, promoting open communication and mutual regard.
• Integrity: Uphold the highest standards of honesty, transparency and ethical behaviour in all aspects of your work.
• Passion: Demonstrate enthusiasm and commitment, inspiring your team.