Duty On Board Service Manager
il y a 2 semaines
**Bedrijf**:
**Momentum** is the exclusive Hospitality partner of Eurostar International high-speed trains connecting the United Kingdom to Europe since 2000.
Our experienced and dedicated staff based across London, Paris, Brussels, Amsterdam and Rotterdam ensure our customers an amazing and authentic guest service experience on board trains, a personal greeting service in the Business Premier Lounges and a warm welcome at the Amsterdam and Rotterdam station.
**Taken**:
- Be a role model and lead all aspects of performance management onboard the trains, providing leadership and coaching as well as developing the team of purser and crew.
- Carry out formal performance evaluation on a regular basis with each member of your team.
- Follow up on attendance and disciplinary matters of team members by carrying out investigations and taking actions if required.
- Communicate with the team to ensure that key KPIs are achieved by driving customer satisfaction both onboard and in stations and ensure that all new working methods,
service processes are communicated to all on board staff and that they adhere to.
- Drive, implement and monitor change initiatives by gathering feedback from the teams and continuously seeking ways to improve the customer experience and the operational
excellence.
- Hold duty on call role in turn with other managers. You will manage unpredictable events by providing leadership for our onboard crew as well as various stakeholders
during travel disruptions to maintain service and operational excellence.
**Profiel**:
- You must be fluent in French and English, knowledge in Flemish is a plus.
- Previous managerial experience essential with proven record of customer service achievement.
- Your open-minded personality will help in providing leadership to all our on-board and stations staff.
- You can work collaboratively within a team and communicate effectively
- Experienced in team performance management, customer service excellence and operational service within the travel industry (train/plane) is very welcome.
- You have strong communications skills and are confident in dealing with everyone in the company’s structure, various stakeholders.
- You must be willing to learn and take responsibility and have a flexible approach.
- Problem solver and autonomous Manager with the ability to communicate at all levels (management, customers, authorities, external stakeholders) with efficiency and pro
activity.
- Adequate computer skills (Word, Excel).
**Aanbod**:
Our offer
You can expect a great working environment and superb benefits. You must be willing to work on a flexible roster with early/late shifts and weekends.
**Solliciteren**:
Address of the workplace:
Place Marcel Broodthaers 8, 1060 Bruxelles
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