Arriva Group
On Board Catering Standards & Productivity Manager
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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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Essential
Experience, Knowledge, Qualifications & Training
- 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, Power Point and Word – along with the ability to learn the specific catering systems
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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 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.
Click Apply Now to take the next step in your journey with CrossCountry Trains.
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