Guest Experience Team Leader

Caledonian Sleeper Limited.; Aberdeen City; On-site; GBP 38,000; Full time

Job summary

A leading overnight rail service in the UK is looking for a Guest Experience Team Leader in Aberdeen. The successful candidate will lead a team, ensuring an outstanding guest experience through exemplary service, safety, and compliance. This role requires strong leadership and customer service skills. The position is full-time with a salary of £37,517.58 and involves shift work. Join us to help deliver memorable journeys aligned with our core values of Integrity, Passion, Togetherness, and Respect.

Qualifications

• Proven experience in a customer service or hospitality environment.
• Leadership skills with experience supervising or leading a team.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead by example to inspire team members and ensure exceptional guest service.
• Conduct safety tours and manage stock levels effectively.
• Coach and develop team members to foster continuous improvement.

Skills

Customer service experience

Leadership skills

Communication skills

Safety awareness

Proactivity under pressure

Tools

Microsoft Office 365

Epos sales systems

Job description

Guest Experience Team Leader
Caledonian Sleeper – Aberdeen
Permanent / Full Time
35 hours (Shift work)
Salary £37,517.58

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.

We have an exciting opportunity available for a Team Leader to join our Guest Experience Team in Aberdeen.

Key Purpose

The primary purpose of this role is to provide strong, inspiring leadership during shifts for the Onboard Service Delivery team, ensuring a safe, seamless and memorable experience for all guests. The Team Leader will embody our values, lead by example, and foster a collaborative environment that prioritises guest satisfaction, safety and operational excellence.

Structure & Reporting Relationship

The Guest Experience Team Leader will lead a small team of Hosts on shift, working closely with the Train Manager to deliver outstanding onboard service and safety. This role reports directly to the Performance & Standards Manager and supports the Head of Guest Experience.

Key Responsibilities

Guest-Centric Leadership & Service Delivery

• Lead by example, demonstrating passion and professionalism to inspire team members and deliver exceptional service aligned with our values.
• Support the onboard safety culture through regular safety tours, inspections and adherence to security protocols, ensuring guest safety at all times.
• Deliver a warm and professional onboard experience, from pre-departure greetings to farewell, ensuring every guest feels valued and respected.
• Provide tailored assistance to all guests, including PRM guests, those with special requirements, and families, ensuring respect and inclusivity.
• Maintain high standards of train presentation, escalating issues promptly to ensure a clean, safe and welcoming environment.

Operational Excellence & Safety

• Conduct pre-journey briefings with the onboard team, ensuring understanding of safety protocols, special requirements and shift responsibilities.
• Monitor and support the delivery of onboard safety, security and hygiene standards.
• Manage onboard stock levels and sales, ensuring accurate financial reconciliation and supporting revenue maximisation.
• Use technology effectively to communicate, report issues, and improve guest experiences, demonstrating integrity and innovation.

Team Development & Performance

• Support the Performance & Standards Manager in coaching, developing and appraising team members to foster a culture of continuous improvement and respect.
• Proactively share feedback and ideas for service enhancements, aligning with our passion for excellence.
• Ensure team compliance with mandatory training and policies, reinforcing our commitment to integrity and professionalism.
• Take accountability for resolving guest concerns and complaints in line with company policies, demonstrating respect and integrity.
• Document issues accurately, providing detailed reports to relevant departments for swift resolution.
• Engage with operational control and other teams to address disruptions proactively, ensuring guest satisfaction is maintained.

Additional Responsibilities

• Embrace and promote the use of onboard technology to enhance service delivery and operational efficiency.
• Support the wider team in achieving business objectives, including revenue targets and guest satisfaction metrics.
• Maintain personal appearance and uniform standards, representing the values of Caledonian Sleeper with pride.
• Participate in face-to-face briefings and ongoing learning & development to continuously improve skills and knowledge.

Essential Technical and Professional Skills, Knowledge & Qualities

• Proven experience in a customer service or hospitality environment, preferably in transport or travel sectors.
• Leadership skills with experience supervising or leading a team.
• Excellent communication and interpersonal skills, demonstrating respect and professionalism.
• Ability to remain calm, professional and proactive during challenging situations.
• Familiarity with Microsoft Office 365, Teams and onboard sales systems (Epos) is advantageous.
• Strong safety awareness and commitment to a zero-harm culture.

Additional / Special Features of the Role

• Night shift working with flexible accommodation provided as necessary.
• The role offers an opportunity to be part of a historic and iconic service, making a meaningful impact on guest experiences.
• Supportive environment focused on continuous improvement, safety and shared success aligned with our core values.

Incorporating Our Values

• Togetherness: Foster a collaborative team environment, working closely with colleagues and supporting each other to deliver a seamless guest experience.
• Respect: Treat all guests and team members with kindness, dignity and professionalism, ensuring inclusivity and respect at all times.
• Integrity: Uphold safety, security and operational standards honestly and transparently, taking accountability for your actions.
• Passion: Demonstrate enthusiasm for delivering memorable journeys and continuously seeking ways to improve service standards.

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.

We are committed to creating a safe, supportive, and sustainable working environment. We recognise that managing fatigue and respecting personal commitments are essential to the wellbeing and performance of our people.

We take a proactive approach to fatigue risk management through structured rostering, open communication, and flexible working practices. We encourage a culture where employees feel empowered to speak up, seek support, and work collaboratively with managers to find practical solutions that balance operational needs with personal wellbeing.

We also expect employees to take personal responsibility for managing their own fatigue and commitments. This includes being aware of the impact of fatigue on safety and performance, planning rest appropriately, and engaging in honest conversations with their line manager when support or adjustments are needed. Everyone has a role to play in creating a healthy and resilient workplace.

Together, we build a culture of shared responsibility—where wellbeing is prioritised, and people are supported to thrive both at work and at home.’