As a Luggage Host you are responsible for providing excellence in guest satisfaction through direct service to guests at the assigned destination. The primary purpose of this position is to deliver luggage handling services to ensure all guest luggage is safely and accurately delivered to/picked up from hotels or loaded into transport trucks. You will also assist at our Stations with the boarding/de-boarding of our trains by providing assistance to guests and other team members.
This position is deemed Safety Sensitive since regular access to an active railway area is required. The Luggage Host is part of the Destinations Guest Operations (DGO) team, responsible for the health and safety of colleagues, guests, the public, property, and the environment.
Guest Experience
- Luggage Handling: Manage the journey of our guest luggage with care, making sure every guest’s belongings are safely handled.
- Train Arrivals/Departures: Assist at train arrivals/departures by providing help to guests with mobility requirements, marshalling motorcoaches and other tasks as required.
- Station/Guest Centre Aesthetics: Take pride in maintaining the high standards of cleanliness at our Stations and Guest Centres, creating a welcoming environment for everyone.
- Communication and Problem Solving: Identify issues when they arise and work with other team members/management to promptly resolve.
- Special & Mobility Guest Requirements: Play a crucial role in tailoring experiences for guests with special requirements, ensuring that their journey is comfortable and memorable.
Leadership and Engagement
- Help foster a safe, respectful, and positive work environment, supporting team orientation, training, and communication.
- Uphold RM brand standards and contribute to team motivation, relationship-building, and goal achievement.
- Collaborate with station management to recommend and implement guest experience improvements.
Safety and Security
- Ensure adherence to RM safety and security standards, promoting a culture of safety and assisting in emergency response procedures.
- Report and support investigations of workplace incidents promptly and accurately.
