Caledonian Sleeper Lounge Ambassador
Fixed Term 6-month Contract
Part Time, 16 hours per week
Dundee Railway Station
Competitive salary plus benefits
We have an exciting opportunity for a Lounge Ambassador to join our fantastic team at Dundee Railway Station. This role is a vital part of the Guest Experience Team to ensure that the highest level of customer service is delivered within the Caledonian Sleeper dedicated lounges. Our lounges are the start and end of our guests’ journey experience, and such it is essential that our Lounge Ambassadors are an integrated part of our Service Delivery, with our guests at its heart.
The role is based at Dundee, however, will be required to cover the CSL lounge at Leuchars if required for holiday leave and sickness cover or operation requirements.
Main Accountabilities:
- Maintain excellent product and service knowledge, this ensures our Lounge Ambassadors can deliver a seamless experience to our guests.
- Working in line with our policies and procedures to ensure consistent high standards within our guest lounges.
- Ensure presentation of the lounge throughout the shift is to the highest standards, escalating any service failures to the appropriate department as required. This includes full cleaning responsibility for all areas of the lounge, washrooms, and shower facilities.
- Execution of safety, security, and compliance checks throughout the shift.
- Delivering a warm welcome to Guests upon arrival, and a fond fair well upon their departure from the lounge.
- Ensure all Guests (including PRM Guests) are provided with additional assistance and information as required.
- Identify and engage appropriately with CIP and VIP guests
- Collaborate with Operation Coordinator, Operations Managers, and station staff during times of disruption to ensure all guests are well informed and appropriately cared for.
- Manage lounge stock including food and beverages, cleaning materials etc., by conducting the weekly stocktake.
- Submit lounge stock order and manage deliveries to the lounge.
- Complete end of shift reporting requirements, including the identification of guest issues and their resolution.
- Proactively offer and share feedback with your Lounge Supervisor on the service standards and procedures to help strive for continuous improvement.
- Identify and report maintenance issues through the digital tools made available.
- Ensure any service or Guest issues are escalated to the Lounge Supervisor at the end of each shift.
- Meet business objectives and discuss progress through My Catch-Up meeting with the Crewing & Support Manager
- Ensure all business communications received have been read and understood prior to and during your shift.
- Embrace technology, 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, meetings as per business dictates.
- Complete all mandatory Learning and Development training in a timely manner, as per the schedule set.
- Attend mandatory training courses as required (these could be held in Perth)
- This list of Key Accountabilities is not exhaustive and may change throughout the life of the role. This role holder may be required to support with other tasks deemed necessary to support the business requirements.
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 people skills
- Excellent Customer Service skills, with ability to proactively seek resolution for guest issues
- IT skills required, experience with Microsoft Office 365 packages and Teams
- First Aid skills an advantage
- Language skills an advantage
- Ability to remain calm under pressure and demonstrate resilience during times of disruption or delays
- Ability to work anti-social hours, shift patterns and without direct supervision
Additional / specific features of the role:
- 16 hours rostered per week, 05:30 – 09:30 Monday – Saturday, 20:00-23:59 Sunday-Friday
- Flexible during disruption or during times when there are service alterations.
- Holiday cover where required
- Role based in Dundee, however, may be required to cover the CSL lounge at Leuchars for holiday and sickness cover and operational requirements.
- Flexibility to cover external meetings
- Attend mandatory training courses
What we offer
- Competitive salary
- 25 days annual leave
- 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
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 Caledonian Sleeper Limited we are committed to building a diverse and inclusive organisation that supports the needs of all and matches the diverse profile of our guests. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from all if you feel you match the skill requirements of the role.
We are open to discussions around flexibility and flexible working. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.
Caledonian Sleeper is an iconic brand with a heritage stretching back a century and a half to the early years of Scotland-London sleepers.
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 Club Car to around 200,000 guests per year.
Serco is acting as the resourcing partner for Caledonian Sleeper Limited which is operated by Scottish Rail Holdings on behalf of the Scottish Government.
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