Salary & Benefits: Up to £40k per annum

ScotRail, Blythswood New Town, Glasgow City

  • Full time
  • Contract
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Posted 3 weeks ago, 30 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 19095-1628

Full Job Description




With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035.

ScotRail is four times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity our people and aim to inspire, attract, retain, and develop the best talent. Because we value diversity and the benefits it brings, we want to continue improving the diversity of our people and particularly welcome applications from women, young people, LGBT+ people, people with a disability, and people from ethnically diverse backgrounds.

THE ROLE: You will work in partnership with the Hospitality Operations Manager and be responsible for leading continuous improvement within the ScotRail Hospitality Department. The Hospitality Operations Manager will lead day to day delivery of the on train hospitality service. The Hospitality Development Manager will initiate, design, and deliver improvement initiatives to enhance the customer and employee experience whilst positively impacting the overall P&L of the department. This is an exciting opportunity for someone who is creative, tenacious, and commercially focused. Working alongside and in collaboration with our on train and station teams, suppliers and other operators you will be the driving force behind all improvements within the ScotRail Hospitality Department. This is an exciting opportunity to create and grow a forward-thinking innovative culture within ScotRail Hospitality.


* Identify, develop, and lead on hospitality projects adding value to the customer, employee, and business.

* Develop and deliver the hospitality product and pricing strategy.

* Contract manager for the key suppliers to the Hospitality Department. This will include chairing contract review meetings with the suppliers, holding them to account for the services provided, managing variations and ensuring ScotRail delivers its contract obligations to the suppliers.

* In conjunction with procurement colleagues ensure timely retendering of contracts and thorough engagement with the supply chain to ensure a competitive response to delivering ScotRail’s requirements. Lead on the production of specifications and evaluation methodology. Manage the mobilisation of new suppliers ensuring they embed effectively with the Catering Operations team.

* Collaborate with the Customer Experience team to develop new initiatives and standards and the training programmes to embed them to enable the Hospitality team to deliver the objectives of the ScotRail Customer Experience Strategy.

* Responsible for ensuring hospitality standards and training are up to date, relevant and delivered in conjunction with the Catering Operations Manager.

* Identify best practice and innovation on hospitality offerings from other transport operators, the supply chain and retail outlets in and around our stations to develop and implement a cycle of continuous improvement within the ScotRail Hospitality Department.

* Create and own a joint plan with the Catering Operations Manager to engage with and learn from internal and external stakeholders. Use the stakeholder management plan to build a sense of excitement about the ScotRail Hospitality team.

* Create and own a joint plan with the Catering Operations Manager to demonstrate compliance with all Hospitality requirements set out in the Grant Agreement, including the policy compendium.

* Report and present on all initiatives at each stage of the process keeping all stakeholders engaged and up to date.

* Continuous review of all available data, insights & MI identifying key areas of focus and development to improve the hospitality P&L and customer experience.

* Deliver solutions for all on-train and depot colleagues ensuring they have the tools to do their jobs including technical solutions and catering equipment.

* Represent ScotRail at industry wide forums, and identify opportunities to collaborate with the wider industry driving efficiencies for the rail network.

* Create business cases to secure capex investment for new initiatives and innovations.

* Adhere to Safety Validation Process (SVP) requirements including completion of applications, presenting to SVP panel, and securing business approval for all new initiatives.

* Complete EQIA assessments ensuring that all new developments are fully inclusive and compliant.

* Sourcing of customer data & insights to ensure all new developments and initiatives are data led.

* Deputise for the Catering Operations Manager where required.



* Strong leadership skills and experience.

* Successful management of a P&L and strong numeracy skills.

* Experience in looking beyond the norm to identify and deliver new revenue generating opportunities.

* Experience in negotiating and agreeing commercial contracts.

* Track record of collaboration through relationship building and networking with a wide variety of stakeholders and customers.

* Experience in conflict management, prioritisation, and stakeholder management at senior level.

* Ability to make decisions under pressure and on behalf of the business.

* Proven track record of being able to successfully influence in challenging situations.

* Highly motivated with the ability to consistently deliver to tight deadlines under pressure, as well as having a mind-set to adapt and create key changes to constantly improve performance.

* Proficient in Microsoft Office and proven administrative skills.

Hours of work: 35 hours per week. Reference Salary: up to £40k per annum dependent on experience.

We’ll ensure you’re rewarded for your contribution with a competitive package that includes:

* Contributory Final Salary Pension scheme

* Free and reduced rate rail travel for you and your family, where applicable.

* Generous holiday allowance

* Hapi benefits package, offered to everyone at ScotRail.

Selection process: Assessment and Interview may form the initial stages of the selection process. The final stage for successful candidates will be a medical questionnaire. Appointees must submit at least two satisfactory references, Disclosure Scotland clearance and complete a six-month probation period. Training initially involves attendance on our virtual Induction Training Programme.