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- Tasks: Lead and inspire a team to deliver top-notch onboard catering services.
- Company: Join Rail Gourmet, a key player in the travel food industry, part of SSP.
- 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 32000 - 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.
Onboard Standards Manager Manchester/Sheffield employer: SSP Group plc
Contact Detail:
SSP Group plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Onboard Standards Manager Manchester/Sheffield
✨Tip Number 1
Familiarise yourself with the latest trends in customer service within the travel industry. Understanding what makes a great on-board experience will help you stand out as a candidate who is genuinely passionate about improving service standards.
✨Tip Number 2
Network with current or former employees of Rail Gourmet or similar companies. They can provide valuable insights into the company culture and expectations, which can be crucial for your success in the interview process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed teams in high-pressure environments. Highlighting your leadership skills and ability to engage staff will resonate well with the hiring team.
✨Tip Number 4
Showcase your knowledge of health and food safety compliance. Being able to speak confidently about these regulations will demonstrate your readiness to uphold the standards expected in this role.
We think you need these skills to ace Onboard Standards Manager Manchester/Sheffield
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and expectations of the Onboard 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 your understanding of Rail Gourmet's commitment to high-quality service and how your skills align with their goals for customer satisfaction and staff engagement.
Highlight Relevant Skills: Emphasise skills such as coaching, performance management, and compliance adherence in your application. Provide examples of how you have successfully engaged teams and improved service standards in previous roles.
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
As this role involves managing a large 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 for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle challenges on board. Think about potential situations you might face in this role and how you would address them effectively.
