Guest Experience Support Host

Base location: Fort William

Full Time, 35 Hours per week

£26,529.10 + Benefits

Key purpose

This role is critical to delivering a fantastic Onboard service and memorable experience for Caledonian Sleeper Guests.

Key Accountabilities

• Excellent product and service knowledge to enable the delivery of a memorable hospitality experience to our guests
• Working in line with policy and procedures to deliver a consistent level of service to our guests
• Presentation of train to the highest standards
• Execution of safety and security checks
• Delivering an exceptional welcome to our guests during their check in process
• Ensure guests are given a full brief on the train’s facilities including the detail of all berth features
• Ensure guests are fully aware of all relevant safety and security arrangements on board
• Attend pre journey team briefings to ensure up to date on safety measures and aware of onboard duties for the shift. Be aware of any special requirements for each journey including team breaks.
• 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
• 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
• Working as part of an effective team to deliver the highest standards of service to our guests
• Be in position to wish our guests a safe onward journey and to help as required at point of departure
• Keep updated on all policy and procedure alterations
• Proactively offer feedback on service standards and procedures to strive for continual improvement
• Identify and report maintenance issues through DBB reporting tool
• Complete Serco Caledonian Sleeper Essential training as required
• Support hosts will be expected to complete Team Leader development training and step up into Team Leader role as required within contract
• Cash handling and completion of relevant documentation
• Liaison with operational control to report any service or guest issues on the night
• Complete a “My Catch up” plan with Team Manager to support performance and personal development

This list of Key Accountabilities is not exhaustive and may change throughout the life of the role.

Skills, knowledge and qualifications

• Previous experience in the travel /transport industry or hospitality sector is preferred.
• Previous Onboard Train Host experience would be an advantage
• Excellent communication and interpersonal skills
• Knowledge of Customer Service skills, which can be demonstrated as having been delivered in a guest facing environment
• Cash handling experience and experience of using Ipad device for electronic transactions and internal processes
• First Aid skills an advantage however will be delivered through Mandatory training
• Annual Recurring training will be rostered to include Mandatory and Customer Service training
• IT skills required, experience with Microsoft Office 365 packages and Teams
• Experience with Epos onboard sales systems is an advantage

What we offer

• Pension – 6%
• Childcare vouchers

• Bike4Work scheme
• Employee Assistance Programme
• Chance to contribute to innovation in the public services/prisons sector
• A company passionate about diversity and inclusion
• Serco Benefits package

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.