Caledonian Sleeper Ryan Flaherty Guest Experience Director

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Caledonian Sleeper Ryan Flaherty Guest Experience Director
Caledonian Sleeper
Ryan Flaherty
Guest Experience Director
What I’m going to talk about…..
 Our Vision for the Sleeper
 Understanding our guests
 Product enhancements that challenge
the norm
 The future
Caledonian Sleeper
 15 year Franchise
 Operates six nights
 Aberdeen, Edinburgh, Fort William,
Glasgow, Inverness, London
Euston and other destinations
 Serving 48 stations
 270,000 journeys per year
Our vision for Caledonian Sleeper
Welcoming all our
guests to an
Exceptional
Hospitality
Experience
Our hospitality partners
Grant
Sword
Supporting SMEs
across Scotland
Starting the transformation …
 Hospitality service benchmarked with best of
hotel and travel standards
 Staff investment - new staff uniforms by award
winning Scottish designer Alan Moore
 Partner training
 New menus and pioneering the use of local
suppliers
New uniforms
From this….
To this
New Fleet
 75 new coaches - Construcciones y Auxiliar de
Ferrocarriles (CAF)
 All in service by April 2018
 Ian Smith leading interior design
 On board cutting edge technology
 Four classes of accommodation offer step change in travel
experience
New Trains: Cradle Seats
Improved seated experience
 Comfortable reclining seat with footrest
 Generous leg room
 Small lockable storage
 In-built host call bell
En suite berth – a UK first
Thank you