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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 travel pass, and opportunities for personal growth.
- Why this job: Be part of a dynamic team focused on customer satisfaction and service excellence.
- Qualifications: Experience in people management and a passion for customer service are essential.
- Other info: This role involves hands-on leadership and may require occasional overnight stays.
The predicted salary is between 32000 - 40000 £ per year.
About the Role
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 Newcastle/Edinburgh in Newcastle Upon Tyne 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 Newcastle/Edinburgh in Newcastle Upon Tyne
✨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. They can provide valuable insights into the company culture and expectations, which can be beneficial when discussing your fit for the Onboard Standards Manager role.
✨Tip Number 3
Prepare to discuss your leadership style and experience in managing teams. Since this role involves overseeing a large team, showcasing your ability to inspire and engage staff will be crucial.
✨Tip Number 4
Be ready to demonstrate your knowledge of health and safety compliance, especially in a catering context. Highlighting your experience in maintaining standards will show that you are well-suited for this hands-on role.
We think you need these skills to ace Onboard Standards Manager Newcastle/Edinburgh in Newcastle Upon Tyne
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 people management, customer service, and any previous roles in the catering or travel industry. Use specific examples that demonstrate your ability to lead teams and improve service standards.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention how your skills align with the company's mission to enhance customer satisfaction and maximise retail sales. Be sure to include your leadership style and how you engage with teams.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for the Onboard Standards Manager role.
How to prepare for a job interview at SSP Group plc
✨Understand the Role
Make sure you thoroughly understand the responsibilities of the Onboard Standards Manager. Familiarise yourself with the key aspects such as people management, customer service excellence, and compliance with health and safety standards. This will help you articulate how your experience aligns with the role.
✨Showcase Leadership Skills
As this role involves managing a large team, be prepared to discuss your leadership style and experiences. Share specific examples of how you've successfully led teams in the past, focusing on staff engagement and performance management.
✨Demonstrate Customer Focus
Highlight your commitment to customer satisfaction. Prepare examples of how you've improved service levels or maximised sales in previous roles. This will show that you understand the importance of delivering high-quality service in the travel industry.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think about potential challenges you might face in this role and how you would address them, particularly in relation to team dynamics and customer interactions.
