*Applicants should live a maximum of 60 mins from London Euston Station*
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 OPPORTUNITY:
We have an exciting opportunity for a Guest Experience Lounge Manager to join our team in London Euston, reporting directly to the Head of Service Delivery.
Euston is the largest station for Caledonian Sleeper Ltd (CSL) and the gateway for all guests travelling north from London or arriving south from Scotland on all our services. It is therefore essential that we have a dedicated team to deliver a memorable guest experience in the lounge and station. As Lounge Manager you will be expected to lead all Guest Experience (GE) operations and manage our Lounge and Station Support Team.
What you’ll bring and demonstrate in this role:
· Demonstrable people management experience – proven ability to lead, coach and develop a team to perform at high standards.
· Experience of team building / building a positive culture – track record of fostering collaboration, engagement and a supportive work environment.
· Creating a safe environment – commitment to safety, inclusion and ensuring guests and colleagues feel secure and valued.
The Lounge and station product and team is designed to deliver excellent levels of hospitality for our double, club and accessible guests with a premium lounge experience akin to our unique service and ensuring the guest is at the heart of everything we do.
This role is based at Euston station within the Guest Experience function, however, the person will occasionally be required to lead all operations from any alternative London stations during planned, unplanned or real time disruption. As the Leader of the team in a vibrant and busy lounge and station environment, your commitment to the quality of the product, the service standards, guest interactions and delivery are of highest importance to ensure we consistently Delight Our Guests.
RESPONSIBILITIES:
Guest Experience and Service Excellence
· Ensure a smooth and memorable guest journey for our visitors
· Lead a team of up to 12 lounge hosts and supervisors to deliver high levels of guest service standards and interactions
· Create a CSL welcome for eligible guests into the lounge, with a formal check-in and brief on the lounge experience and train journey
· Evolve and manage lounge service standards in line with our Lounge Operating Plan and Service Guidelines.
· Proactively lead and coach workplace training and development for each colleague as well as liaising with Learning & Development for any practical training requirements to ensure guests are experiencing premium a food and beverage offer
· Lead by example and be the face of CSL in Euston Station
· Work as one team with our Onboard Crew to ensure a safe, seamless and on time boarding experience
· Lead on all events and VIP travel for Caledonian Sleeper at Euston station, ensuring Caledonian Sleeper reputation intact and commercial opportunities recognised.
· Regularly audit and assure on lounge and station standards for check-in, boarding and lounge experience highlighting any improvements required.
People and Culture
· Define, agree and lead colleagues to deliver objectives.
· Lead and motivate colleagues through living the company values.
· Accountable for the team training and development on all aspects of service delivery in the lounge.
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.
· Lead on disruption and delays at Euston which impact the Caledonian Sleeper guests, working to robust disruption planning and team delivery in line with the operation and disruption programme.
· Foster good relationships with Euston Station Duty team to ensure a safe and clean environment, as well as working closely with them during times of station disruption.
· Manage relationships and daily coordination with catering & Operations team, ensuring lounge catering standards and orders are in line with SLAs.
· Accountable for key cutting duties for the train.
· Ensure we provide direct assistance to guests with special requirements, Passengers with Reduced Mobility (PRM), families with young children, bikes and children’s buggies.
· Ensure the team have access to pre-boarding tools and equipment providing our Onboard team book-on and briefings – including Berth Lists, ad hoc berth booking changes, special guest information.
· Provide daily, weekly and period reporting on guest numbers, sales, stock ordering, stock levels and any station incidents.
· Ensure all team equipment, IT and Phones are always operational and in service.
Co-ordination and Collaboration
· Work closely with colleagues across the business to deliver service levels and annual targets.
· Ownership of all line management responsibilities for Lounge and Support Team.
· Lead daily briefing sessions to ensure Lounge and Station Team are kept up to date with all Service requirements.
· Lead on any station interactions with other TOC’s, Network Rail and BTP to always ensure the safety of our colleagues and guests.
· Proactively manage absence in line with company policy.
· Lead on team performance management framework.
· Lead on recruitment for lounge and station team.
· Ensure the roster is managed to maintain service levels within the lounge.
· Ensure good relationships and daily coordination with Catering supplier.
· Manage third party cleaning contract with OCS to ensure that the lounge cleanliness is always maintained.
· Attend all 3rd party supplier meetings to ensure that services are being delivered in line with contractual agreements within the lounge.
· Build strong relations with Euston Passenger Assistance team to ensure our guests with special requirements, PRM, families with young children, bikes, and children’s buggies are dealt with efficiently.
· Support colleagues within Guest Experience, during annual leave and/or absence for other functions within the Guest Experience Support team.
Operational Readiness and Incident Response
· Ensure duty phones are always operational and in service.
ESSENTIAL SKILLS, KNOWLEDGE AND QUALIFICATIONS:
· Experience in a dynamic guest-facing environment, preferably in transport or hospitality sectors.
· Motivation, excellent standards of service, guest experience and organisational skills.
· Hands on experience of leading a team within a food and beverage service environment is preferred.
· IT skills essential (Microsoft suite, EPOS, Stock Management Systems, Roster Tools, Compliance Software and basic knowledge of PowerPoint, Excel, and Word).
· Ability to demonstrate clear communications with Guests, Senior Leaders, large groups, individual team members.
· Demonstrate collaborative ways of working.
· Ability to work under pressure, demonstrate flexibility and resilience.
ADDITIONAL/SPECIAL FEATURES OF THE ROLE:
· 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.
· Requirement to cover ‘on-call’ on a roster basis.
· Based no further than 1 hour commute from Euston Station.
· Average weekly hours are 37.5 hours, managing your own diary to meet operational requirements.
· Some overnight travel will be required across the UK to attend Guest Experience meetings, company updates and support for other Caledonian Sleeper lounges.
WHAT WE OFFER:
· 25 days annual leave (plus public holidays) per annum
· 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 Caledonian Sleeper travel
· Healthcare cash plan
· HAPI Benefits membership with discounts at selected retailers, hospitality venues, 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.
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 Wednesday 15th July 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.
Pay: £45,670.00 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?
- Have you previously been employed by Caledonian Sleeper?
- Are you known to any current employees of Caledonian Sleeper?
Work Location: In person
