Guest Ambassador Lounge Host

Inverness, UK
11 Jul 2019
24 Jul 2019
Contract Type
Full Time
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.

Guest Ambassador Lounge Host

Caledonian Sleeper Guest Service Centre, IV1 1PP

Part-time, 22.5 hours

Fixed term contract until mid-September 2019


The job opportunity:

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.

This role is critical in delivering the standard of service that we will expect with the delivery of the Caledonian Sleeper operations and its transformation.

Main duties:
  • Provide an exceptional experience to guests and prospective guests by representing SCS.
  • Excellent product knowledge
  • General admin duties as required
  • Play a key role in liaising with guests in times of disruption
  • Ensuring consistent presentation of the lounge facility including refreshments, literature, showers and toilet facilities.
  • To identify and respond appropriately with CIP and VIP guests
  • To ensure that Serco Caledonian Sleepers meets its obligations in terms of accessibility
  • Ensuring lounges and showers are presented to the correct spec
  • Cleaning of all areas of the lounge including showers and toilets
  • Co-ordinate any disruption at a station level, liaising with Control
  • Meet the train on arrival, in particular during times of disruption

What we are looking for in our candidates:
  • A passion for customer service and the desire to go the extra mile to ensure our guests have a memorable experience.
  • Proven track record in providing high quality customer experience
  • Face to face customer experience is essential.
  • Experience in ensuring a company vision is brought to life in an operational environment in a robust and consistent manner
  • Excellent communication skills
  • Ability to work anti-social hours, shift patterns and without supervision
  • Well presented to showcase our service
  • Outgoing nature and positive approach
  • Ability to stay calm under pressure
  • Takes pleasure and motivated by delivering a great experience for our guests
  • Good sense of humour

Essential experience:
  • Front line customer service experience
  • Good communicator, highly impactful, articulate
  • Service orientated, can-do approach; with an ability to drive excellent standards of customer satisfaction

Additional features:

  • Benefits;
  • Complementary travel for employee and dependents on Caledonian Sleeper and Scotrail
  • Reduced travel within most rail operators within GB
  • Friends and Family discounts
  • Paid car parking

On occasion we receive significantly more applicants than expected for some vacancies and under such circumstances we reserve the right to bring forward the closing date of the advertisement. We therefore strongly advise you to apply for the role promptly to avoid disappointment should the closing date be brought forward. Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. 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.

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