Guest Experience Team Leader

Serco Limited

Guest Experience Team LeaderCaledonian Sleeper – Aberdeen12-month Fixed Term ContractRostered shift pattern, 35 hours per week 36,213.48 plus benefits

We are looking for a motivated, passionate individual who will support the team in delivering a safe and memorable experience for all Caledonian Guests.

Main Accountabilities:

• The Team Leader will lead by example, working closely with the Train
• Manager whilst on shift to ensure a high standard of service is delivered to our Guests at all times.
• Support the Serco Zero Harm Culture by supporting onboard safety tours, inspections, and the execution of safety and security checks throughout the end-to-end journey.
• Maintain excellent product and service knowledge, this ensures Caledonian Sleeper’s on-board service delivery is seamless and provides a memorable experience for all Guests.
• Working in line with our policies and procedures to ensure consistent high standards across the entire on-board service delivery.
• Ensure presentation of the train throughout the journey is to the highest standards, escalating any service failures to the appropriate department as required.
• Delivering a warm welcome to Guests upon pre-departure, and a fond fairwell upon arrival at their destination.
• Through your onboard team ensure all Guests (including PRM Guests) areprovided with additional assistance and information as required, which includes berth functionality and the on-board service. This would also include all relevant safety and security arrangements on-board and supporting facilities with young children or Guests with excess luggage as required.
• Carry out pre journey team briefings to ensure all hosts are up to date and compliant on safety measures and aware of their onboard duties for the shift.
• Discuss and assign any special requirements for each journey including team breaks.
• Ensure all our Guests receive the highest standards of service, as per the Service Guidelines. Double, Club and Classic Guests to receive enhanced product as expected.
• Complete a Team Leader Report on shift to record any on board issues to Caledonian Sleeper colleagues in a proactive manner to ensure they can be addressed and resolved in a timely manner.
• Take accountability on shift for any guest complaints or concerns by resolving in line with the Serco Caledonian Sleeper policy and procedure. The Team Leader should complete their shift report, providing any additional information to the GSC through the feedback forms
• Approach challenges and disruption in a proactive manner to ensure resolution and minimal impact to guests and team members.
• Seated Coach Guests to receive timely and frequent service delivery throughout their journey, as per the Guest Experience Service Guidelines.
• Management of guest service throughout the journey offering the highest standard service across all areas, in line with Guest Experience standards, ensuring that revenue opportunities are being maximised.
• Complete end of journey financial reconciliation and documentation of all onboard sales.
• Manage stock levels to support service levels for return journeys and secure stock at end of shifts.
• Ensure all business communications sent have been read and understood predeparture and during your shift.
• Embrace technology, using the use latest provided technology 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 on-board our service and other business requirements.
• Complete all mandatory Learning and Development training in a timely manner, as per the schedule set.
• Proactively offer and share feedback with your Performance & Standards Manager on the service standards and procedures to help strive for continuous improvement across Caledonian Sleepers service.
• Embrace technology, with appropriate training given, using the provided technology to help support the successful delivery of our Guest experience.
• Identify and report maintenance issues through the digital tools made available to the team.
• Complete end of journey financial reconciliation and documentation of all onboard sales.
• Liaison with operational control to report any service or guest issues on the night.
• Through My Catch-Up annual plan meet business objectives by leading theirteam, which includes (but is not limited to) support maximising revenueopportunities, using best endeavours, all opportunities and tools available toaim to achieve average spend per guest target, supporting right time boarding and Overall Guest Satisfaction, as well as supporting the Performance Management and Development of on-board team through performance appraisal.

What you’ll need to do the role:

• Previous experience in the travel /transport industry or hospitality sector is preferred
• Previous Onboard Train Host experience is an advantage
• Excellent communication skills
• Knowledge of Customer Service skills, which can be demonstrated as having been delivered in a guest facing environment is beneficial
• Team leadership / supervision experience is beneficial
• IT skills required, experience with Microsoft Office 365 packages and Teams
• Experience with Epos onboard sales systems is an advantage

Additional features of the role:

• Role will involve nightshift working with day let accommodation provided as necessary
• It is highly recommended candidates’ commute should be no more than 60 mins from Aberdeen base please

• Competitive salary
• 25 days annual leave plus bank holidays
• 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