Station Support and Lounge Supervisor
Caledonian Sleeper - London Euston
Permanent, Full time, 37.5 hours a week
£ 31,200 plus benefits
The Caledonian Sleeper team have an exciting opportunity to join them as a Station Support Supervisor in London Euston.
Reporting to directly to the Guest Experience Station Support Lead, the role is based at Euston station within the Guest Experience Lounge and Station Support Team, however, will be required to work at alternative stations in London during planned or unplanned disruption. The role oversees the service delivery to our guests in a vibrant and demanding lounge and station environment on a daily basis, with added periodic delays and disruption. An emphasis on guest facing relations and supervising a team t is essential. In addition, this role will be required to engage with the wider Guest Experience and Operational teams to ensure excellent communications and service levels for our guests transiting through Euston Station.
Euston is the largest station for Caledonian Sleeper and the gateway to and from London to Scotland for all our services. It is therefore important that we have a dedicated team to deliver a memorable experience to our guests in the lounge and station. This team will deliver excellent service and hospitality, by supporting the check-in and boarding process to achieve performance and business targets and objectives. whilst enhancing the guest experience at Euston through service in our dedicated Caledonian Sleeper Lounge.
Main Accountabilities:
- Ensure a smooth journey for our guests transiting through Euston station for all Sleeper services arriving and departing.
- Supervise a team to provide excellent customer service to all guests with a friendly and consistent standard of service through meet and greet duties
- Welcome eligible guests into the lounge ensuring they are checked-in and briefed on the lounge experience.
- Ensure excellent and consistent presentation of the lounge front and back of house including refreshments, literature, shower, and toilets throughout the day.
- Preparation and service of hot and cold food
- Preparation and service of alcoholic and non-alcoholic drinks
- Support the Station and Lounge Hosts to maximise revenue opportunities through food and beverage sales.
- Manage stock control, including the ordering of food and beverage while minimising wastage in the lounge.
- Provide daily reporting on guest numbers, sales, stock and ordering and any station incidents
- Coaching and support the Station Lounge & Support Hosts on service delivery, health & hygiene, Electronic Point of Sale (EPOS), and other training modules.
- Ensure team are presenting Euston lounge and waiting areas are to the Caledonian Sleeper service level standard
- Support on all events and VIP travel for Caledonian Sleeper at Euston station, ensuring Caledonian Sleeper reputation intact and commercial opportunities recognised
- Provide direct assistance to guests with special requirements, Passengers with Reduced Mobility (PRM), families with young children, bikes, and children’s buggy’s
- Proactively assist the Station Lead disruption and delays at Euston which impact the Caledonian Sleeper guest, working to robust disruption planning and team delivery
- Maintain good relationships with Euston Station Duty team to ensure a safe and clean environment for our operation as well as working closely with during times of disruption
- Ensure good relationships and daily coordination with Catering supplier and loading teams to meet On Time Performance business objective and agreed service levels
- Work closely with Onboard Team Leaders and Hosts to ensure a seamless check in & boarding process including Priority Boarding for our Club & Double guests.
- Deliver standard for check in & boarding, including the setup of any equipment and resource required to support
- Ensure pre boarding tools and equipment in place for Onboard team book on and briefings – including Berth Lists, Ad hoc berth booking changes, special guest information and any kit the onboard team may require delivering a smooth service
- Support the key cutting and delivery to onboard service
- Deliver daily briefing to the Station & Lounge Support team.
- Support the Station Support Lead with regular team catch-ups and one to one sessions of the Station Lounge & Support Hosts
- Ensure the lounge roster is maintained and covered for the operational hours of the lounge
- Support during annual leave and / or absence for the Station Support Lead
- Work closely with the Train Manager to drive the turnaround of the train, driving check in and boarding times to support On Time Performance
- Ensure Duty phones are always operational and in service
- Complete Caledonian Sleeper learning modules and opportunities for development as supported by Lounge and Station Support Lead
- Accountabilities may change as the business evolves and as such the post holder will be expected to be adaptable.
What you’ll need to do the role:
- Experience in dynamic customer facing environment, preferably in the transport or hospitality sectors.
- Displaying strong motivational, excellent customer service, guest experience and organisational skills
- Experience within a food and beverage service environment is preferred
- Previous onboard train service, travel industry or hospitality experience would be an advantage
- IT skills, PowerPoint, Excel, and Word Excellent communication skills are required.
- Ability to re demonstrate clear communications with large groups individual team and guests
- Ability to build good internal and external relationship with key stakeholders
- Operational working knowledge and experience of the Caledonian Sleeper operation would be an advantage
- Ability to work under pressure, demonstrate flexibility and resilience
This role will include early shifts starting at 05:45hrs and late shifts finishing at midnight ensuring coverage across the Caledonian Sleeper Euston station operation for the arrival and departure of services. Weekly hours are 37.5 hours, with a flexible roster to meet operational requirements.
What we offer
- 25 days annual leave
- Opportunity to join the Railway final salary pension scheme
- Allocation of complimentary tickets for Caledonian Sleeper each year
- Complimentary Scotland wide rail travel with ScotRail for the employee and qualifying family member
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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