Service Operations Supervisor | Rail

This position is responsible for the delivery of the back of house functions and the safe and high-quality services and experiences for all guests during the night-time period. This on train role will be responsible person while the Journey Manager and Service Operations Manager are off duty.

Responsibilities

Act as the responsible person while the Journey Manager and Service Operations Manager are off duty; Manage all aspects of on train operations and housekeeping at night, ensuring a seamless integration between back of house operations that ensures the quality of the guest experience for each journey; Ensure quality control of the Housekeeping is maintained by a physical attendance in all sections of the train during cabin service times, using the Cabin Set Up Checklist; Liaise with contracted Hook and Pull train crew and all other infrastructure providers to ensure the safety of guests and staff throughout the journey and at terminal locations; Recover any instances of guest dissatisfaction and document the issue and resolution to the Service Operations Manager; Drive the safety culture on train, ensuring all incidents and hazards are reported and investigated in a timely manner

Requirements

Minimum 5 years plus hospitality experience; Strong communication skills; Ability to problem solve whilst viewing everything through a guest centric lens; Organised, energetic and driven by quality service; Safety must be your number one priority; Strive working in a fast paced, dynamic and changing environment