At a Glance
- Tasks: Lead and enhance onboard catering standards for an exceptional customer experience.
- Company: Join a dynamic rail company committed to quality and customer satisfaction.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Diverse workplace focused on inclusion and continuous improvement.
- Why this job: Make a real impact on catering excellence while working in a fast-paced environment.
- Qualifications: Management experience in hospitality, strong coaching skills, and data analysis abilities.
The predicted salary is between 40000 - 50000 £ per year.
On Board Catering Standards Manager
Purpose of Job The Key purpose of the Catering Standards Manager is to strengthen the Catering team in leading the Catering Strategy which is to ensure that everything we do is underpinned by our ethos, to behave as a good efficient operator through all our catering activities, ensuring on a consistent, value for money service that exceeds customers’ expectations.
To lead and manage all onboard catering quality assurance and service standards across the rail fleet, ensuring a consistently high level of hospitality that aligns with brand expectations, regulatory compliance, and customer satisfaction goals.
The role focuses on developing service standards, conducting audits, coaching frontline teams, managing supplier performance, and driving continuous improvement across all elements of onboard catering delivery.
- Principal Accountabilities
- Develop, maintain, and implement onboard catering service standards, ensuring alignment with brand, regulatory, and operational requirements.
- Conduct regular audits of onboard catering delivery, including service quality, food presentation, equipment condition, hygiene, and staff performance.
- Produce audit reports, identify gaps, and drive corrective actions in collaboration with Onboard Managers, Crew Leaders, and Catering Supervisors.
- Deliver coaching and capability development for onboard teams to support high standards of customer service and food safety.
- Lead quality-related investigations arising from customer feedback, mystery shopper reports, complaints, or operational incidents.
- Work closely with Operations and Resource Planning to ensure standards are upheld across all routes, fleet types, and service patterns.
- Monitor and analyse performance data including wastage, stock accuracy, compliance records, and customer satisfaction trends.
- Collaborate with Commercial, Finance, and Marketing teams on product development, menu standards, and presentation guidelines.
- Oversee supplier compliance in partnership with Procurement, ensuring wholesalers, logistics partners, and contractors meet agreed service levels.
- Support the Head of Catering in developing seasonal campaigns, new products, and trial activities, ensuring standards guidance is created and distributed.
- Maintain documentation, training materials, and visual standards guides for all onboard catering processes.
- Lead continuous improvement initiatives focused on service excellence, consistency, compliance, and the passenger experience.
Experience, Knowledge, Qualifications & Training
Essential
- Proven experience in a management role within the hospitality or catering industry, ideally in rail or aviation.
- Experience of developing, implementing and monitoring service standards and operational procedures.
- Experience in conducting audits, inspections.
- Able to analyse performance data and opportunities for improvements.
- Experience in coaching, developing and influencing teams.
- Able to conduct investigations into customer complaints, service failures or operational issues and implementing corrective actions.
- Experience in working with multiple stakeholders.
- Ability to work efficiently under pressure and in a fast‑paced environment.
- Ability to communicate in an effective manner.
- Proficient in the use of major IT packages, particularly Excel, Power Point and Word – along with the ability to learn the specific catering systems.
Desirable
- Level Three Food Safety Certificate.
- Experience in a regulated environment with compliance responsibilities.
- Experience in supporting customer service improvements.
- On‑board and Service Centre catering experience.
- Experience in managing change initiatives.
- Understanding of retail control and margin.
- Diversity & Inclusion
At Cross Country, we believe our people should reflect the diverse communities we serve.
Inclusion isn’t just part of our strategy — it’s central to our success.
We’re committed to creating a workplace where everyone feels valued, respected, and supported to be their best.
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StudySmarter Expert Advice🤫
We think this is how you could land On Board Catering Standards & Productivity Manager in Birmingham
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like XC Trains Limited. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to XC Trains Limited
Don't be shy about reaching out to XC Trains Limited directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace On Board Catering Standards & Productivity Manager in Birmingham
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about XC Trains Limited and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at XC Trains Limited
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
