Guest Experience Sleeper Host (Edinburgh Based) – FTC 6 Months job at Edinburgh Waverley Station Full Time

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 providing 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.

Caledonian Sleeper combines historic charm with modern comfort, offering a distinctive, overnight travel experience that connects Scotland’s vibrant cities with the heart of London, all while emphasising exceptional customer service and hospitality.

We are offering an exciting opportunity for a Guest Experience Sleeper Host to join our team in Central Scotland on a fixed-term basis for seasonal/holiday cover. This is a temporary role designed to provide resilience and support within our established team during peak periods. This role requires full flexibility in working hours and shifts, as operational demands vary week-to-week.

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.

KEY ACCOUNTABILITIES:

Guest Service & Experience

· Ensure all guests have the necessary valid travel documentation during check-in.

· Provide assistance to all guests, including Persons with Reduced Mobility (PRM), families, and older guests with luggage, safety information, berth functionality and onboard services.

· Deliver consistent, high-quality service in line with our Service Guidelines, including enhanced service for Double and Club Guests.

· Learn & maintain comprehensive product and service knowledge to ensure seamless onboard service and a memorable guest experience.

· Offer proactive, timely service to classic & seated coach guests, following service standards throughout the journey.

· Communicate effectively and safely through disruption and throughout the journey.

· Provide a warm, welcoming atmosphere for guests upon pre-departure and a courteous farewell at arrival.

Onboard Operations & Safety

· Execute safety and security procedures throughout the entire journey, escalating issues as needed.

· Conduct safety and security checks at various points during the trip.

· Report maintenance issues promptly using digital tools provided.

· Complete end-of-journey financial reconciliation and document all onboard sales.

· Support operational needs as a Team Leader on an ad-hoc basis, volunteering to ensure service delivery and safety standards are maintained, with appropriate recognition and compensation.

Teamwork & Communication

· Work collaboratively with multiple Team Leaders and Hosts across different bases.

· Share feedback with your Performance & Standards Manager to help improve service quality continuously.

· Ensure all business communications are read, understood and acted upon during shifts.

· Attend face-to-face briefings and mandatory training sessions to stay aligned with business requirements.

Technology & Uniform

· Embrace and proficiently use onboard technology and equipment, with training provided.

· Maintain a professional appearance by wearing and caring for your issued Caledonian Sleeper uniform according to Service Guidelines.

REQUIREMENTS & SKILLS

Please note: due to the seasonal nature of this role, full flexibility in working hours and shifts is essential. Candidate must have the ability to work from various base locations which may include Edinburgh, Glasgow, Fort William, Aberdeen or Inverness. Ideal candidate location for such travel would be Edinburgh or Lothians.

· Proven experience in delivering exceptional customer service in operational, travel or hospitality environments.

· Strong communication and interpersonal skills.

· Ability to proactively resolve guest issues and ensure a positive experience.

· IT proficiency, including Microsoft Office 365, Teams and onboard sales systems (Epos experience advantageous).

· Ability to work varied hours and night shifts, with full flexibility to accommodate weekly operational demands.

· Comfortable working in a fast-paced, evolving environment.

· Willingness to travel between different work bases as required.

· First Aid certification and additional language skills are advantageous.

· Ability to remain calm, resilient and adaptable during disruptions or delays.

HOW OUR VALUES SHAPE THIS ROLE:

· Togetherness: Foster a collaborative, inclusive environment where all team members feel valued, supported and motivated to work towards shared goals.

· Respect: Lead by example in interactions with colleagues, guests and stakeholders, promoting open communication and mutual regard.

· Integrity: Uphold the highest standards of honesty, transparency and ethical behaviour in all aspects of your work.

· Passion: Demonstrate enthusiasm and commitment, inspiring your team.

WHAT WE OFFER:

· 32 days annual leave (including Bank Holidays and flexible days) – (pro rated for FTC)

· 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

· Additional earnings available through onboard sales commission

· This role offers flexibility for those seeking additional hours when operational demands arise

· Training provided – 4 week training programme will be provided (2 weeks of residential training covering customer service, railway rules and service standards, followed by 2 weeks of one to one training on board)

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.

At CSL, 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.

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.

APPLICATION PROCESS:

If you are interested in this opportunity, please click Apply. We look forward to reviewing your application. Closing date for applications will be Tuesday 19th May 2026.

Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Caledonian Sleeper Limited we are committed to building a diverse and inclusive organisation that supports the needs of all and matches the diverse profile of our guests. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from all if you feel you match the skill requirements of the role.

Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Job Type: Fixed term contract
Contract length: 6 months

Pay: £34,221.95 per year

Application question(s):

• Do you have the right to live and work in the UK with no time limits or restrictions?
• What is your notice period?
• What are your salary expectations?
• Are you connected with anyone who currently works or has worked at CSL? If yes, please indicate your relationship to them.

Work Location: In person