Hospitality Culture Manager
Position Overview
At Etihad Rail, we want our passenger rail service to be reflective of the high standards that we instil as an organisation, and exacting to our friendly, welcoming, customer centric values.
The Hospitality Expert will be accountable for the development and implementation of Etihad Rail Mobility’s stations, lounge, and onboard hospitality offer, ensuring that we put the customer of the heart of everything we do.
The Hospitality Expert will be responsible for the specification and delivery of the soft services, making sure that customer facing staff are trained to the highest levels and able to deliver a service excellence in a personalised and professional manner.
The chosen candidate will bring extensive knowledge and management experience of soft service skills in delivering customer hospitality, as well as new service implementation, training, coaching and management of service quality.
The position requires specific proven experience in conjunction with hospitality services or within transportation hospitality, and the successful candidate will be able to demonstrate how they have contributed to exceptional levels of service within a similar role.
Roles and Responsibility
• Act as the lead ER representative in conjunction with the Catering Services providers and Service Consultants
• Develop and present a Hospitality Vision & Roadmap to achieve the personalised, high-quality levels of service
• Develop procedures and work instructions to ensure consistency of high standards delivery
• Support the mass recruitment of Customer Facing staff roles and provide input into the selection criteria for hospitality
• Prepare the frontline customer facing teams for Day 1, specifically in providing a quality service, and accounting for different customer segments inc People of Determination
• Act as the lead trainer and assessor for all hospitality and soft service skills
• Define and build a set of quality standards which can be measured as part of the KPI’s and the Service Quality & Mystery shopper regimes
• Identify and implement a basket of Key Performance Indicators, hospitality at stations and onboard
• Oversee the procurement of catering services and equipment to enable staff to carry out their duties in hospitality
• Undertake regular spot checks on the service offer and constantly strives for service improvements
• Maximise the CRM system to build and create a personalised level of hospitality for regular customers and VIP guests
• Work with key internal and external stakeholders including the Contact Centre Expert, Stations and Onboard Services Expert, HR, L&D, and the Catering Services providers
• Define and implement ER Mobility’s Uniform Standards and Guidelines
Desirable qualifications, skills, and experience
Academic or Professional Qualifications:
• Certified hospitality management qualification (or equivalent)
Experience:
• At least 10yrs of experience in Hospitality which the suitable candidate must have successful demonstrated experience of:
- Management and Supervision of Service teams
- Delivering Training and Coaching sessions in hospitality services
- Management and administration of Competence Standards
- Defining processes and procedures for Hospitality Service Delivery
- Implementing new services and products
- Setting KPI’s and reviewing as part of a continuous improvement cycle
- Working with a broad range of people from different religions and cultures
• Demonstrated experience of managing multiple external stakeholders and contractors as part of a wider programme of delivery
Other Skills:
• English speaking with excellent written and verbal skills
• Excellent planning, project management and organisational structuring skills
• Being able to get the best out of people through Performance Management
• Exceptional attention to detail
