Guest Experience Team Leader

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.

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.

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.

• 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.

• 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.

• 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.

• Embrace and promote the use of onboard technology to enhance service delivery and operational efficiency.
• Support the wider team in achieving business…