Saving lives and helping people? It’s all in a day’s work! I’m a Station Host at Enfield Chase, and no two days are quite the same.
What is a Station Host?
My role involves a lot of multitasking. Along with my team, we provide customer service, help people buy their tickets and top up their Oyster cards, meet and greet customers, and check the platforms to make sure everyone is staying safe.
We also keep an eye on the station facilities, making sure areas such as toilets and waiting rooms are as they should be, and report anything suspicious to the British Transport Police.
For me, it’s a role that’s all about people. I’m a people-person and I really enjoy helping customers. Sometimes, simply smiling at someone and wishing them a good day can make a real difference.
My career journey so far
My career in rail started 14 years ago, when I joined Great Northern as a Revenue Control Officer at Hertford North. I later moved to Stevenage, where I continued in the same role.
When the opportunity came up to become a Station Host, some of my colleagues told me I’d be perfect for it. Looking back, I think my personality really does suit the role.
I love helping customers and being part of their journey, whether that’s helping someone with their ticket, answering a question, or simply having a chat. Over the years, I’ve built up a real rapport with both my colleagues and our customers at Enfield Chase.
A station at the heart of its community
Enfield Chase is definitely an important part of the local community. We see lots of regular customers, and over the years I’ve come to know many of them well. We’ll chat about all sorts of things, like football, and because I’ve served some customers so many times over the years, I even know which train ticket they need before they do.
That’s one of the things that makes Enfield Chase such a lovely station to work at. We’re definitely a community station, and I’m proud to be part of it.
Connection with the local community can also be seen in our station mural. It was unveiled in 2024 by the local MP for Enfield, which was a really special occasion that I was proud to attend. The artwork celebrates Enfield’s heritage, market town history, folklore and historical figures.
A new chapter for Enfield Chase
We were so happy when we first heard that Enfield Chase was getting a refurbishment as part of the Model Stations programme.
The station is now state-of-the-art, with more space and less clutter. The concept is great, and it’s made a real difference to us as staff and our customers. The improvements weren’t just focused on the customer areas, as our staff toilets and kitchen were renovated too, so it really feels like a home for us now.
My colleagues and I take a lot of pride in our station and make sure we maintain it. Customers love the changes too; the foyer has been painted, there’s a new Customer Information Screen, and we get lots of compliments about the refurbishments.
Diversity and representation in the rail industry
Currently, I’m the only woman in my team, but I love a challenge. I think having a woman in the team adds an important balance, and my femininity brings a unique perspective.
I’d encourage anyone considering a career in rail to go for it. There are lots of colleagues from diverse backgrounds at Great Northern, and I’d love to see more representation from women.
Don’t let anything put you off. It’s a great opportunity, but only if you give it a go. If I can do it, so can you.
Always looking for ways to improve
When I look back on my career, I’m really proud of how much I’ve evolved over the years. There’s always room for improvement, and I’m always trying to be better, to give my best self to customers and go the extra mile.
I’ve built such a good rapport with my team and our customers, so I’m very happy. We’re like a family. Recently, our team was invited to the National Rail Awards, which is a real honour, and I’m thrilled about the opportunity.
I’ve also been honoured with a Lifesaver Award after intervening to prevent a fatality on the railway. Saving lives and helping people is all in a day’s work for me, and that’s something I’m very proud of.
