Guest Experience Lounge Manager |

Guest Experience Lounge Manager

Location: London Euston
Hours: Full Time, 37.5 hours per week
Salary: £45,670 per annum

Please note: Applicants must live within a 60-minute commute of London Euston Station.

About Caledonian Sleeper

Caledonian Sleeper is an iconic overnight rail service connecting Scotland with London, operating nightly (excluding Saturdays) and serving major cities and rural destinations. With a heritage dating back to the late 19th century, we are renowned for comfort, hospitality and delivering a unique travel experience across some of the UK's most scenic routes.

Operating on behalf of the Scottish Government, we play an important role in providing sustainable and convenient travel across the UK.

Our core values – Togetherness, Respect, Integrity and Passion – underpin everything we do. We are committed to building a diverse and inclusive workplace that reflects the communities we serve while delivering an exceptional experience for our guests.

The Opportunity

We're looking for an experienced Guest Experience Lounge Manager to lead our Lounge and Station Support Team at London Euston, reporting to the Head of Service Delivery.

Euston is Caledonian Sleeper's busiest station and the gateway for guests travelling north from London and arriving south from Scotland. This role is central to delivering an exceptional guest experience from arrival through to boarding.

You'll lead all Guest Experience operations at Euston, managing a team of up to 12 Lounge Hosts and Supervisors while maintaining the highest standards of hospitality, safety and operational excellence. Although primarily based at Euston, you may occasionally be required to support operations from alternative London stations during planned or unplanned disruption.

What You'll Bring

We're looking for someone who can demonstrate:

  • Proven people management experience, including coaching and developing high-performing teams.
  • Experience building positive team cultures and driving colleague engagement.
  • A strong commitment to creating a safe, welcoming and inclusive environment for guests and colleagues.
  • Passion for delivering exceptional hospitality and customer service.
  • Strong organisational, communication and leadership skills.

Key Responsibilities

Guest Experience

  • Deliver an outstanding and memorable guest journey.
  • Lead and inspire a team of up to 12 Lounge Hosts and Supervisors.
  • Welcome eligible guests into the lounge and oversee the check-in experience.
  • Maintain and continuously improve lounge service standards.
  • Coach and develop colleagues through workplace training and development.
  • Work closely with Learning & Development to support practical hospitality training.
  • Lead by example as the face of Caledonian Sleeper at Euston.
  • Work collaboratively with Onboard Crew to deliver safe, seamless and punctual boarding.
  • Lead VIP visits and special events at Euston.
  • Regularly audit lounge, check-in and boarding standards and identify improvement opportunities.

People Leadership

  • Set clear objectives and performance expectations.
  • Motivate and develop colleagues through our company values.
  • Take ownership of team training and development.
  • Lead recruitment, performance management and absence management.
  • Manage team rosters to maintain excellent service standards.
  • Deliver daily operational briefings.

Lounge Operations

  • Maintain exceptional standards throughout front and back-of-house areas, including:
    • Reception
    • Refreshment areas
    • Kitchens
    • Washrooms and showers
    • Guest seating areas
  • Lead the response to operational disruption and delays affecting guests.
  • Work closely with Euston Station teams to maintain a safe and welcoming environment.
  • Coordinate daily with catering and operational suppliers.
  • Manage stock levels and ordering.
  • Oversee key cutting duties for departing trains.
  • Ensure excellent support for guests requiring additional assistance, including:
    • Passengers with Reduced Mobility (PRM)
    • Families travelling with children
    • Guests travelling with bicycles or buggies
  • Ensure operational equipment, IT systems and duty phones remain fully functional.
  • Produce daily, weekly and periodic reports covering guest numbers, sales, stock and incidents.

Stakeholder & Supplier Management

  • Build strong relationships across the business to deliver service excellence.
  • Manage relationships with catering suppliers and third-party cleaning contractor OCS.
  • Attend supplier governance meetings to ensure contractual standards are achieved.
  • Build effective relationships with:
    • Network Rail
    • British Transport Police (BTP)
    • Other Train Operating Companies (TOCs)
    • Euston Passenger Assistance Team
  • Support wider Guest Experience teams during periods of annual leave or operational need.

Operational Readiness

  • Ensure operational readiness across the lounge at all times.
  • Lead the station response during disruption and service recovery.
  • Maintain effective communication with operational teams throughout the business.

What We're Looking For

Essential

  • Experience in a fast-paced guest-facing environment, ideally within transport or hospitality.
  • Strong leadership and people management experience.
  • Excellent customer service and organisational skills.
  • Strong communication skills with the ability to engage guests, colleagues and senior leaders.
  • Excellent IT skills, including Microsoft Office, stock management systems, EPOS and rostering systems.
  • Ability to work collaboratively across teams.
  • Flexible, resilient and able to perform well under pressure.

Desirable

  • Experience leading teams within a food and beverage or hospitality environment.

Additional Information

  • Early shifts may begin from 5:45am.
  • Late shifts may finish at midnight.
  • Participation in an on-call rota is required.
  • Applicants must live within one hour of London Euston Station.
  • Average working week is 37.5 hours, with flexibility to meet operational requirements.
  • Occasional overnight travel within the UK will be required to support other Caledonian Sleeper locations and attend company meetings.

What We Offer

  • 25 days annual leave plus public holidays
  • Free ScotRail travel for you and eligible family members
  • Free Caledonian Sleeper travel for you and eligible family members
  • Significant discounts on other UK rail travel
  • Friends and family travel allocation on Caledonian Sleeper
  • Healthcare cash plan
  • HAPI Benefits membership offering discounts with retailers, hospitality venues and gyms
  • Contributory pension scheme

Working at Caledonian Sleeper

At Caledonian Sleeper, our mission is to connect people and places through a hassle-free, convenient travel experience—and that starts with our people.

We're committed to creating a safe, supportive and sustainable workplace where wellbeing is a priority. We recognise the importance of effective fatigue management and promote structured rostering, open communication and flexible working practices to help colleagues balance operational requirements with personal wellbeing.

We also encourage every employee to take personal responsibility for managing fatigue, planning appropriate rest and speaking openly with their manager if additional support is needed. Together, we create a culture where everyone can thrive both at work and at home.

APPLICATION PROCESS: 

If you are interested in this opportunity, please submit your CV by Wednesday 15th July 2026

recruitmentandonboarding@caledoniansleeper.scot

Equality, Diversity & Inclusion

Caledonian Sleeper is an equal opportunities employer. We are committed to creating a diverse and inclusive workplace where everyone feels respected, valued and able to thrive.

We welcome applications from people of all backgrounds and will make reasonable adjustments throughout the recruitment process. Applicants with disabilities who meet the minimum criteria for the role will be given the opportunity to demonstrate their abilities at interview.