Assistant Business Lounge Development Manager

At Eurostar we’re busy making Europe’s most loved travel experience better than ever. Join us and you’ll be part of a dynamic, connected, cosmopolitan team that feels at home in four countries and shares the same goal – to create an experience for our passengers that’s always truly exceptional. Do you want to be part of this journey?

An opportunity has arisen to join Eurostar as its Assistant Business Lounge Development Manager.

On joining the Ground & On-Board Service team as Assistant Business Lounge Development Manager, you will learn how the department functions and the collective projects that it is involved in within the wider Eurostar Group business; whilst at the same time embarking on your own individual projects to help the company achieve its goals and ambitions for the future. These individual projects will be tailored to your own skills, abilities and ambitions and will focus predominantly on the Business Lounges and Eurostar Lounge’s customer experience, food & beverage services, and on-going maintenance and refurbishment projects.

You will provide general operational support to the Business Lounge Development Manager to support the achievement of the Ground & On-board Service teams objectives efficiently and in a timely manner.

This position can be based in our London, Paris or Brussels office. You will be expected to travel in the role in our business lounges located in the UK, France, Belgium and the Netherlands. This position is a Monday to Friday role, however, depending on certain projects, there could be a need to work evenings, nights or weekends.

Internal Use Only

This position is a Grade C.

Requirements

We are looking for someone to...

• Participate in the co-ordination of all food and beverage service specifications for both the Business Lounges and Eurostar Lounges to optimise the customer experience of our passengers.
• Participate in the co-ordination of all maintenance and repair projects within the Business Lounges and Eurostar Lounges to ensure that the lounges remain in good repair.
• Participate in regular meetings with contractors in cooperation with the Business Lounge Development Manager to ensure that the contractors are performing in line with their contractual agreements, whilst delivering their services to the agreed specifications, and are operating in alignment with all commercial and legal responsibilities, to ensure company compliance and to optimise the services to our passengers.
• Participate in the follow-up of seasonal product launches and the introduction of new service offers in cooperation with the different lounge contractors to optimize the use of seasonal produce, innovation, and improve the overall experiential experience within the lounges for our passengers.
• Participate in regular meetings with the lounge contractors in cooperation with the Business Lounge Development Manager to help reduce the use of single use plastic within the lounges and ensure that the lounges are functioning in alignment with the companies environmental and sustainability policies.
• Participate in the review and analysis of the qualitative scores associated with the lounges in cooperation with the Business Lounge Development Manager to analyse the statistics of reports including mystery customer, customer satisfaction, internal and external feedback, audits, and any other reporting method that may be used by Eurostar now or in the future to ensure that any underlying negative trends can be recognised and corrective actions taken to minimalise the impact of these and improve the services offered to our passengers.
• Participate in general administrative duties to support the Business Lounge Development Manager, such as meeting organisation and diary management, preparation and taking of meeting minutes, company communications, feedback preparation and presentations, to optimise the efficiencies and effectiveness of the department.
• Participate in the day-to-day operational running of the Business Lounges and Eurostar Lounges in the absence of the Business Lounge Development Manager to reduce any operational impact to the business or our passengers experience.
• Participate with the implementation of key projects requiring customer interaction and various audits with the cooperation of the Business Lounge Development Manager to quantify the measures of success and ongoing improvement of the lounges and department to continuously improve the customer experience.
• Actively participate in your personal development with the cooperation of the Business Lounge Development Manager to ensure that you remain compliant and up to date with any qualifications you currently hold in relation to Food Hygiene and Food Safety, in addition to any qualificat