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- Tasks: Lead and inspire a team to deliver top-notch onboard catering services.
- Company: Join Rail Gourmet, part of SSP, a leader in food solutions for the travel industry.
- Benefits: Enjoy a competitive salary, leisure pass for train travel, and hands-on experience.
- Why this job: Be part of a dynamic team focused on customer satisfaction and service excellence.
- Qualifications: Strong leadership skills and a passion for customer service are essential.
- Other info: Expect hands-on involvement and occasional overnight stays for team support.
The predicted salary is between 28000 - 40000 £ per year.
Rail Gourmet (RG) is a proud part of SSP, the Food Travel Experts. We are a leading provider of food, beverage and specialist solutions to the travel industry, offering a one-stop shop solution from logistics and supply chain; concept, marketing and retail, to menu and product, technology and on-board service. We have recently expanded and enhanced the On Board Catering offer on the TransPennine Trains, which now includes dedicated First Class and Retail Hosts.
RG is committed to providing a very high quality of service consistently across the route, to meet the expectations of TPE. Improved customer satisfaction and the maximisation of retail sales are key, and RG is excited to be part of this journey. RG has a team of approximately 245 people across the route to provide these services and we are looking for inspirational people to make a step change in regards to the On Board customer service standards through staff engagement and leadership.
This is a pivotal role with responsibility for the on board teams at Manchester and Sheffield, ensuring a safe, consistent and efficient catering service is delivered each and every day. You will be supported by 2 dedicated On Board Standards Team Leaders who will report directly to you. You will lead a team of approximately 83 people across the 2 sites in their mission to achieve customer service excellence along with the maximisation of sales. This is very much a hands-on role, and you will be expected to be on board with your teams the majority of the time, which some days/weeks will literally mean 100% of the time! Due to the geography of the route, it may involve the occasional overnight stay as necessary.
As an On Board Standards Manager, you will be rewarded with a competitive salary of up to £40,000 p.a. and enjoy a leisure pass for TPE train travel after 3 months.
The primary responsibilities of this role are:
- All aspects of people management within your team, which involves people welfare; attendance management; disciplinary matters; performance management and reward & recognition.
- On Board Observations to audit your team on the expected standards, customer service levels and sales.
- Coaching the On Board Team to deliver high customer service levels and the relevant sales targets.
- Recognising good performance in your team utilising the company schemes.
- Uniform compliance is fully enforced.
- Optimise coverage.
- The Labour Establishment is maintained.
- 100% Health & Food Safety compliance.
- Staff engagement is maximised through your people management skills.
- All team members are using the Company’s people system Success Factors as required.
- All team members partake in the annual staff survey.
- The delivery of all briefs and training updates.
- Liaison with peers within RG.
- Local liaison with Transpennine, Network Rail and other TOCs as necessary.
On Board Standards Manager Edinburgh/Newcastle in Edinburgh employer: SSP Group plc
Contact Detail:
SSP Group plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land On Board Standards Manager Edinburgh/Newcastle in Edinburgh
✨Tip Number 1
Familiarise yourself with Rail Gourmet's values and mission. Understanding their commitment to high-quality service and customer satisfaction will help you align your approach during interviews and discussions.
✨Tip Number 2
Network with current or former employees of Rail Gourmet, especially those in similar roles. They can provide valuable insights into the company culture and expectations, which can be beneficial for your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed teams and improved customer service standards in previous roles. This hands-on experience is crucial for the On Board Standards Manager position.
✨Tip Number 4
Stay updated on trends in the travel and catering industry. Being knowledgeable about current challenges and innovations can set you apart as a candidate who is proactive and well-informed.
We think you need these skills to ace On Board Standards Manager Edinburgh/Newcastle in Edinburgh
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and expectations of the On Board Standards Manager position. Highlight key aspects such as people management, customer service excellence, and compliance with health and safety standards in your application.
Tailor Your CV: Customise your CV to reflect relevant experience in team leadership, customer service, and catering operations. Use specific examples that demonstrate your ability to manage teams effectively and achieve sales targets.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the travel industry. Mention how your skills align with the company's commitment to high-quality service and customer satisfaction. Be sure to include any relevant achievements that illustrate your capability.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects attention to detail, which is crucial for the On Board Standards Manager role.
How to prepare for a job interview at SSP Group plc
✨Understand the Role
Make sure you have a clear understanding of the On Board Standards Manager role. Familiarise yourself with the responsibilities, especially around people management and customer service excellence. This will help you articulate how your experience aligns with their needs.
✨Showcase Leadership Skills
Since this role involves managing a team, be prepared to discuss your leadership style. Share examples of how you've successfully led teams in the past, particularly in high-pressure environments like catering or customer service.
✨Emphasise Customer Service Experience
Highlight your experience in delivering exceptional customer service. Be ready to provide specific examples of how you've improved customer satisfaction or sales in previous roles, as this is a key focus for the company.
✨Prepare Questions
Have thoughtful questions ready to ask at the end of the interview. Inquire about the company's vision for on-board services or how they measure success in customer satisfaction. This shows your genuine interest in the role and the company.
