Guest Experience Sleeper Host - Aberdeen, United Kingdom - Serco Plc

Serco Plc

Verified Company

Aberdeen, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Guest Experience Support Host

Base location:
Aberdeen

Part Time, 24.5 Hours per Week

Competative Salary + 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 mínimal 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.

Apply

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 to discuss.