An Onboard Host at Hull Trains plays a crucial part in delivering exceptional customer service while ensuring the safety, comfort, and satisfaction of all passengers. You’re not just offering refreshments—you’re creating a seamless, memorable travel experience. Onboard Hosts are the face of Hull Trains, representing the brand’s values through every smile, helpful gesture, and calm resolution of issues.
Job Description:
As an Onboard Host, you’ll welcome passengers, assist with seating and luggage, serve food and drinks from the trolley or buffet car, manage stock, keep your workspace clean, and handle customer queries. You’ll also work closely with the Train Manager and other crew members to ensure every journey runs smoothly.
Salary:
The average salary for an Onboard Host at Hull Trains ranges from £21,000 to £26,000 per year, with opportunities for overtime, Sunday premiums, and company benefits like free or discounted rail travel, pension contributions, and employee wellbeing support.
Top 20 Hull Trains Onboard Host Interview Questions and Sample Answers
1. Tell us about yourself.
I’m a people-focused individual with a strong background in customer service, particularly in fast-paced environments. I thrive on helping others, keeping organized under pressure, and working as part of a team to ensure every customer feels valued and cared for.
2. Why do you want to work for Hull Trains?
Hull Trains has a great reputation for excellent customer service and employee satisfaction. I admire the company’s commitment to passenger experience, and I’d be proud to represent the brand on board.
3. What do you know about Hull Trains?
Hull Trains is an open-access rail operator running direct services between Hull and London King’s Cross. It’s known for its high customer satisfaction, award-winning services, and strong local connections.
4. How would you handle a difficult customer on board?
I would remain calm, listen to their concerns without interrupting, and empathize with their frustration. I’d work quickly to find a solution or escalate to a supervisor if needed, always keeping my tone respectful.
5. Describe a time you worked under pressure.
At my previous retail job during Christmas, we were overwhelmed with customers. I managed the queue efficiently, stayed positive, and made sure everyone felt acknowledged while multitasking stock duties.
6. How do you ensure high standards of cleanliness and presentation?
I follow a structured routine, double-check my area before each shift, and keep cleaning supplies nearby. Cleanliness is key to safety and customer perception, so I take it seriously.
7. What would you do if a colleague wasn’t pulling their weight?
I’d try to have a friendly and private conversation to understand their situation. If the issue continued, I’d speak with a supervisor—teamwork depends on fairness and support.
8. Are you comfortable working long hours or early/late shifts?
Yes, I understand the transport industry requires flexible scheduling. I’m happy to work shifts, including weekends and holidays, to support the team and meet customer needs.
9. How do you handle stock shortages mid-journey?
I’d apologize to the customer, offer alternatives, and report the shortage promptly so the issue can be resolved for future journeys. Communication and honesty are vital.
10. What does great customer service mean to you?
It’s about creating a positive, memorable experience—being attentive, kind, and proactive in meeting customer needs before they even ask.
11. How would you deal with a medical emergency onboard?
I’d follow the company’s emergency protocols, alert the Train Manager immediately, and assist as directed—whether it’s calling emergency services or keeping the area clear.
12. How do you stay motivated during repetitive tasks?
I focus on the positive impact I’m making. Each passenger is different, and even simple tasks help create a great journey. I also set personal mini-goals to keep energized.
13. How do you prioritize tasks on a busy train?
I assess urgency—safety and customer needs come first. I stay organized, keep a checklist in mind, and communicate with team members to divide tasks efficiently.
14. Have you ever gone above and beyond for a customer?
A customer once lost their wallet. I helped retrace steps, contacted station staff, and ensured they got home safely. Later, they returned to thank us personally.
15. What makes you a good team player?
I listen, share tasks fairly, and offer help without being asked. I believe team success is built on mutual respect and shared effort.
16. How do you deal with delays or disruptions?
I stay calm, reassure passengers, and communicate updates clearly. Managing expectations and offering support can make a huge difference in their experience.
17. What do you think is the most challenging part of this role?
Balancing service with efficiency during busy journeys—but I see it as a welcome challenge. Staying calm, organized, and friendly makes it manageable.
18. Describe your approach to customer complaints.
I listen fully, express understanding, and offer solutions when possible. Even if I can’t resolve it myself, I make sure the issue is passed on appropriately.
19. How would you upsell food or refreshments?
I’d engage positively, mention popular items, and suggest combinations—like offering a snack with a drink. Friendly tone and timing are key to making it feel natural.
20. What do you hope to achieve in this role?
I want to grow within Hull Trains, develop my service and leadership skills, and contribute to maintaining its excellent passenger reputation.
Final Tips to Ace Your Hull Trains Onboard Host Interview
Research Hull Trains thoroughly—know their routes, values, and recent news.
Practice answers aloud to improve confidence and fluency.
Dress professionally and arrive early, whether in person or online.
Bring examples of great service or teamwork from your past roles.
Ask questions at the end of the interview—it shows genuine interest.
Smile, stay positive, and be yourself. They’re hiring for your personality as much as your skills.
You’ve got this—confidence, preparation, and authenticity are your biggest assets. Good luck with your interview at Hull Trains!
