Station Lounge & Support Host
Caledonian Sleeper – London Euston
Permanent Contract, Part Time - 25 hours per week
£19,802.20
ABOUT CALEDONIAN SLEEPER
Caledonian Sleeper is an iconic overnight rail journey connecting Scotland with London, operating nightly (except Saturdays), serving major cities and rural destinations.
Established in the late 19th century, Caledonian Sleeper has a long-standing reputation for comfort, hospitality and delivering a unique travel experience across the UK’s scenic routes. The service operates primarily overnight, allowing passengers to sleep comfortably on specially designed sleeper trains, arriving refreshed at their destination.
As a service operated on behalf of the Scottish Government, it is part of the UK’s public sector efforts to promote sustainable and convenient travel.
At Caledonian Sleeper, our core values of Togetherness, Respect, Integrity, and Passion underpin everything we do. We believe that fostering a collaborative, respectful and passionate approach is essential to delivering an exceptional guest experience. We are committed to building a diverse and inclusive organisation that reflects the communities we serve.
THE ROLE
We are offering an exciting opportunity for a Station Lounge & Support Host to join our team in London Euston on a permanent basis.
Reporting directly to the Performance & Standards Manager, the successful candidate will deliver exceptional onboarding and memorable experiences for Caledonian Sleeper guests, ensuring high standards of service during a busy and dynamic period.
Euston is the largest station for Caledonian Sleeper and the gateway for all guests traveling from London or arriving from Scotland on all our services. It is therefore essential that we have a dedicated team to deliver a memorable experience for all guests in the lounge and station. The Guest Experience Lounge and Station Support Team is led by a Guest Experience Performance & Standards Manager.
This team will deliver excellent service and hospitality by supporting the check-in and boarding process to achieve performance and business targets and objectives, while enhancing the guest experience at Euston through service in our dedicated Caledonian Sleeper Lounge.
The Lounge and Station Support Team will lead on disruption and delays that impact the Caledonian Sleeper Euston operation, ensuring our guests are provided with regular updates in our lounge and station.
The role is based at Euston station within the Guest Experience Station Support Team; however, it will be required to work at alternative stations in London during planned or unplanned disruption. The role operates in a vibrant and demanding lounge and station environment, with delays and disruption, so an emphasis on guest-facing relations is essential. In addition, they 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.
HOW OUR VALUES SHAPE THIS ROLE:
- Togetherness: Collaborate across Onboard Team Leaders, Hosts and station teams to deliver seamless guest experiences and a coordinated lounge operation.
- Respect: Provide attentive, dignified service to all guests (including PRMs and families) and maintain courteous relationships with suppliers, VIPs and colleagues.
- Integrity: Uphold service and safety standards from check-in to boarding, ensure accurate daily reporting and honest, timely communication during disruptions.
- Passion: Deliver memorable, proactive hospitality, seek opportunities to enhance guest experience and revenue, participate in briefings and continuous lounge improvements.
KEY ACCOUNTABILITIES:
Guest Experience and Service Excellence
- Ensure a smooth journey for our guests transiting through Euston station for all Sleeper services arriving and departing.
- 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.
- Presenting and inspecting Euston lounge and waiting areas regularly to the Caledonian Sleeper service level standard.
- Proactively approach and serve guests with food and beverage to maximise revenue opportunities.
- Work closely with Onboard Team Leaders and Hosts to ensure a seamless check-in and boarding process, including Priority Boarding for Club & Double guests.
- Provide daily reporting on guest numbers, sales, stock and ordering, and any station incidents.
- Support during annual leave and/or absence for other functions within the Guest Experience Support team.
- Ensure duty phones are always operational and in service.
Quality, Cleanliness and Workplace Standards
- Ensure excellent and consistent presentation of the lounge front and back of house, including washroom checks, kitchen cleanliness, fridges, counter area, refreshments, literature, showers and toilets throughout the day and evening.
- Proactively assist with disruption and delays at Euston which impact the Caledonian Sleeper guests, 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 them during times of disruption.
- Ensure good relationships and daily coordination with catering suppliers and loading teams to meet On Time Performance business objectives and agreed service levels.
- Support the key cutting and delivery to onboard service.
- Provide direct assistance to guests with special requirements, Passengers with Reduced Mobility (PRM), families with young children, bikes and children’s buggies.
Co-ordination and Collaboration
- Work closely with Onboard Team Leaders and Hosts to ensure a seamless check-in & boarding process including Priority Boarding for our Club & Double guests.
- Attend daily briefing with Lounge and Support Team Supervisor at the start of each shift.
- Provide daily reporting on guest numbers, sales, stock and ordering and any station incidents.
- Support during annual leave and/or absence for other functions within the Guest Experience Support team.
- 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 good relationships and daily coordination with Catering supplier and loading teams to meet On Time Performance business objective and agreed service levels.
Events, VIP and Special Guest Support
- 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, PRM, families with young children, bikes, and children’s buggies.
Operational Readiness and Incident Response
- Proactively assist the disruption and delays at Euston which impact the Caledonian Sleeper guests, working to robust disruption planning and team delivery.
- Ensure pre-boarding tools and equipment are 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.
- Deliver standards for check-in and boarding, including the setup of any equipment and resource required to support.
REQUIREMENTS:
- Essential skills, knowledge and qualifications
- Experience in a dynamic customer-facing environment, preferably in the transport or hospitality sectors.
- Demonstrating strong motivation, 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 demonstrate clear communications with large groups, individual team members, and guests.
- Ability to build good internal and external relationships 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.
ADDITIONAL FEATURES:
- This role will include early shifts starting at 05:45 and late shifts finishing at midnight, ensuring coverage across the Caledonian Sleeper Euston station operation for the arrival and departure of services.
- Average weekly hours are 25 hours, with a flexible roster to meet operational requirements.
WHAT WE OFFER:
- 25 days annual leave plus public holidays per annum (pro rata for Part Time based on number of days worked per week)
- Free travel on Scotrail for you and eligible family members
- Free travel on Caledonian Sleeper for you and eligible family members
- Significant discount on other UK rail travel for you and eligible family members
- Allocation of “friends and family” tickets for travel on Caledonian Sleeper
- Healthcare cash plan
- HAPI Benefits membership offering discounts at selected retailers, hospitality venues and gyms etc.
- Contributory pension scheme
At Caledonian Sleeper, our mission is to connect people and places through a hassle-free, convenient travel experience — and that starts with you. Guided by our core values of Integrity, Passion, Togetherness and Respect, we are committed to fostering an inclusive environment where every guest feels valued and every colleague is supported.
If you’re ready to bring your enthusiasm, empathy and dedication to a night-time operation that truly makes a difference, we’d love to hear from you. Join us and be part of a team that’s passionate about delivering delightful journeys, every time.
If you are interested in this opportunity, please click send your CV to the following email address before 20th October 2025: recruitmentandonboarding@caledoniansleeper.scot