Arriva Group
On Board Catering Standards & Productivity Manager
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On Board Catering Standards & Productivity Manager
Closing date for applications: Friday 10th July 2026
Purpose of Job
The Key purpose of the Catering Standards & Productivity 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.
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Experience, Knowledge, Qualifications & Training
Essential:
- Proven experience in a management role within the hospitality or catering industry. Ideally in rail, 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, PowerPoint, 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.
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Diversity & Inclusion
At CrossCountry, 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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About Arriva
Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions, and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably, and sustainably across 11 countries, delivering these services in a better way, every day.
The activities of Arriva are divided into four business units: UK Bus, UK Trains, The Netherlands, and Mainland Europe. Arriva has passenger transport operations in the Czech Republic, Croatia, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Spain, and the United Kingdom, and also operates a rolling stock leasing company in Romania.
Join Our Team
Thanks for your interest in working on our team!! Our expansion is opening up exciting prospects! As our team grows, we’re on the lookout for the brightest talent to join us. Our ongoing success hinges on this! After reviewing our available positions, we encourage you to apply to those that resonate with your skills. Stay updated on your application status and be alerted to new opportunities that capture your interest!
We’re grateful for your consideration to become a part of our dynamic team!
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