Working as an Onboard Host for London North Eastern Railway (LNER) isn’t just about providing snacks and checking tickets—it’s about delivering world-class customer service while ensuring passengers travel in safety, comfort, and style. This position is perfect for individuals who thrive in fast-paced environments, love meeting new people, and are committed to excellence.
As an LNER Onboard Host, your duties may include:
Welcoming and assisting passengers
Providing at-seat food and beverage service
Ensuring the cleanliness and presentation of carriages
Offering travel information and resolving passenger concerns
Selling tickets and handling payment systems
Assisting in emergency procedures
Average Salary:
The typical salary for an LNER Onboard Host ranges from £22,000 to £28,000 per year, depending on experience and shift allowances. Additionally, you may enjoy travel perks, pension schemes, and career advancement opportunities.
20 Most Common LNER Onboard Host Interview Questions and Sample Answers
1. Tell us why you want to work as an Onboard Host for LNER.
Sample Answer:
“I’ve always enjoyed customer-facing roles, and LNER’s reputation for premium passenger experience really appeals to me. I love working in dynamic environments and ensuring customers feel welcome and looked after. Joining LNER would allow me to combine my passion for service with my interest in travel.”
2. What do you know about LNER?
Sample Answer:
“LNER operates on the East Coast Main Line, connecting London with major cities like York, Newcastle, and Edinburgh. It’s known for its punctuality, customer service, and sustainability initiatives. I admire how LNER embraces innovation while keeping the customer at the heart of everything.”
3. How would you handle a rude or upset passenger?
Sample Answer:
“I’d remain calm and polite, listen actively to their concerns, and try to find a resolution within company policy. If needed, I’d escalate the issue to the onboard manager. I believe empathy and professionalism go a long way in de-escalating tension.”
4. Describe a time you worked under pressure.
Sample Answer:
“At my previous retail job during the holiday season, we often had long queues and short staff. I stayed organized, communicated clearly with customers, and supported my teammates. It taught me how to stay composed and efficient under stress.”
5. What makes excellent customer service on a train journey?
Sample Answer:
“Timeliness, attentiveness, and friendliness. A great onboard host anticipates needs, communicates clearly, and creates a positive atmosphere even during delays or service disruptions.”
6. Can you work flexible hours, including weekends and holidays?
Sample Answer:
“Yes, I understand this role requires a flexible schedule. I’m fully prepared to work early mornings, late evenings, weekends, and public holidays as required.”
7. How would you handle a situation where the train is delayed, and passengers are upset?
Sample Answer:
“I’d provide clear, timely updates with empathy. Letting passengers know what’s happening and offering refreshments or support helps reduce frustration.”
8. What skills do you bring to the role of Onboard Host?
Sample Answer:
“I bring strong communication, teamwork, problem-solving, and multitasking skills. I also have previous experience in customer service and am adept at handling diverse personalities.”
9. Have you ever gone above and beyond for a customer?
Sample Answer:
“A passenger once left a valuable item behind at a café I worked at. I tracked them down through the receipt and held the item securely until they returned. They were incredibly grateful, and it reinforced my belief in proactive service.”
10. Why is teamwork important in this role?
Sample Answer:
“Train service is a collaborative effort. Coordinating with crew, catering staff, and station teams ensures a smooth journey and great customer experience.”
11. Describe your approach to time management.
Sample Answer:
“I prioritize tasks based on urgency and importance. Onboard, I would use the train schedule to plan service rounds, clean-ups, and breaks efficiently.”
12. How do you stay positive during a long shift?
Sample Answer:
“I keep a positive mindset by focusing on the interactions I enjoy and reminding myself that every customer is different. Staying energized by taking care of my well-being also helps.”
13. What do you do if you don’t know the answer to a passenger’s question?
Sample Answer:
“I’d politely say I’m not sure but will find out right away or direct them to the appropriate team member. I believe honesty and follow-through are key.”
14. How would you deal with a passenger refusing to show their ticket?
Sample Answer:
“I would stay professional, explain the policy, and ask again politely. If the situation escalates, I’d involve the senior crew or train manager as per protocol.”
15. What does great communication look like to you?
Sample Answer:
“Clear, concise, respectful, and tailored to the person you’re speaking with. Good communication also involves active listening and appropriate body language.”
16. How do you prepare yourself at the start of a shift?
Sample Answer:
“I ensure I have the correct uniform, check-in with my team, review the train’s schedule and my responsibilities, and make sure all supplies and equipment are ready.”
17. What are your long-term career goals?
Sample Answer:
“I’m looking to grow within LNER, possibly into a leadership or training role. I value professional development and would love to contribute more over time.”
18. What would you do if you noticed a safety concern onboard?
Sample Answer:
“I’d report it immediately to the train manager and follow LNER’s safety protocols. Ensuring passenger safety is always the top priority.”
19. How do you feel about working in a fast-paced, mobile environment?
Sample Answer:
“I enjoy it. Being on the move keeps me energized, and I love that no two days are the same. It’s a great fit for my personality.”
20. What makes you stand out from other applicants?
Sample Answer:
“I bring genuine enthusiasm for customer service, adaptability, and a proactive attitude. I always look for ways to improve the experience for both customers and colleagues.”
Final Tips: A Confident Mindset and Consistent Preparation Win Every Time
Interviews can be nerve-wracking, but the key to success is preparation and a calm mindset. Practice your answers out loud, research the company culture, and dress professionally. Remember, the interview is not just about your experience—it’s about your attitude, energy, and ability to connect with people.
Bonus tips:
Research LNER’s values (such as innovation, people-first, sustainability) and align your answers accordingly.
Smile and maintain eye contact, even in virtual interviews.
Bring thoughtful questions to ask at the end—it shows initiative.
Follow up with a brief thank-you email expressing gratitude and interest in the role.
You’ve got this! With the right mindset and preparation, you’ll be ready to deliver first-class service—just like the role demands.
