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Customer Host - Night Riviera

Who we are:

GWR is the proud custodian of one of the most prestigious railway networks in the world. Our services call at over 275 stations, stretching across the South West of England.

We aim to transform the way people think about rail travel by setting a new standard – a better experience for our customers. Together we will restore the railways as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team



You will be working as part of an expanding team of colleagues to provide excellent customer service on board our Night Riviera and varied fleet of trains. Penzance colleagues predominantly work on our trains travelling between Penzance and Paddington with a day lodge in London. We serve both business and leisure travellers and you will also be providing support to other members of the on-board team, ie Train mangers, Revenue protection and platform colleagues to ensure a safe, comfortable and enjoyable journey for our customers.

About the job

You will be providing a friendly welcome to our customers offering a refreshments service through the train. Helping with luggage assistance and information to our customers in a variety of ways. Working onboard where securing sales will be a key part of this role, You will ensure the train is prepared ready for service including smoke alarm and safety checks

What you'll be doing

Your main responsibilities will be:

• To be an ambassador for Great Western Railway by following our values to provide the best in customer service.
• To work to the highest standards set by out by the business
• To ensure Night Riviera safety procedures are followed.
• To promote and sell the local products we have on board
• To provide an exceptional room service to our customers
• To engage with our customers and ensure they have the journey they deserve.
• To maintain a clean, hygienic and pleasant environment.
About you

You'll need to be:

• Passionate about delivering outstanding customer service
• Flexible, with the ability to work a variety of shifts over 7 days including early stars and early finishes.
• Proactive with a ‘can do' attitude.
• Comfortable working in a strictly regulated environment.
As a minimum you'll need to have:

Previous experience in customer service within a sales background.

Previous experience of food safety (not essential as training given )

Excellent communication skills

The ability to work closely with others as part of a team or on your own initiative

Attention to detail

The Reward:

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including defined benefit salary pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, childcare vouchers and an Employee assistance programme.

About the location:

You will be based in Penzance which has good transport links by Train, Bus or easy access by car. Parking is provided but not guaranteed.

Working Pattern:

You will be working shifts on a ‘rolling link' rostered over a 7 night working week (Sunday to Saturday ) which includes shifts between 12 – 18 hours, with a lodge in London.

Additional Information:

You will be required to wear the uniform provided, to the standard required, including safety shoes.

You must live within a maximum of one hour's travelling time from the depot and be able to get to and from work for all shifts.


The more varied our workforce, the broader the expertise within our organisation. And the broader our expertise, the greater our chances of innovation and success. That's why we're committed to equality of opportunity, diversity and inclusion at every level.

If you share our passion for the railway then we would love to hear from you.

Close map
Wharf Road, Penzance, Cornwall, England, TR18 2LT
  • Ref:
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
  • Salary:
    £23686 rising to £24535
  • Closing Date:
    22 July 2019
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