Onboard Service Leader: Elevate Guest Experience

Avanti West Coast; Manchester; On-site; GBP 24,000 - 36,000; Full time

Job summary

Avanti West Coast's Onboard team in Manchester is seeking enthusiastic individuals to join as Assistant Service Manager, leading the On Board Catering Team and ensuring top-notch service in First Class while managing trolley operations in Standard Class.

You will engage passengers with warm welcomes, deliver engaging public announcements, coach a diverse on-board team, and collaborate with the Train Manager to resolve issues and maintain safety and comfort.

Qualifications

• Excellent customer service skills.
• Thorough understanding of the service proposition and life on board.
• Ability to coach, mentor and lead onboard team.
• Strong communication skills.
• Able to solve problems and take responsibility for service delivery standards.
• Positive and proactive influence.

Responsibilities

• Customer Service Excellence: Leading by example, provide outstanding service to First Class passengers and ensure a seamless trolley service in Standard Class.
• Team Leadership: Managing and coaching a dedicated team, including Customer Service Assistants, and Chefs.
• Sales Maximization: Using proactive selling skills to boost sales of food, drinks, and retail products on board.
• Operational Management: Overseeing stock ordering, rotation, waste control, and accounting to ensure smooth operations.
• Customer Engagement: Deliver engaging public address announcements and provide a warm, train-side welcome to all passengers, including those needing additional assistance.
• Problem Solving: Collaborate with the Train Manager to resolve customer issues and ensure a safe, comfortable journey.

Skills

Customer service

Onboard service

Coaching & leadership

Communication skills

Problem solving

Proactive influence

Job description

Avanti West Coast's Onboard team in Manchester is seeking enthusiastic individuals to join as Assistant Service Manager, leading the On Board Catering Team and ensuring top-notch service in First Class while managing trolley operations in Standard Class.

You will engage passengers with warm welcomes, deliver engaging public announcements, coach a diverse on-board team, and collaborate with the Train Manager to resolve issues and maintain safety and comfort.