Hospitality is a universal language: it’s about warmth, care, and a personalised approach. It builds bridges, sparks connection, and creates lasting relationships.

For more than 25 years we’ve been providing a warm, welcoming experience to Eurostar travellers in stations, lounges and on board. Our hospitality knows no borders: currently spanning four countries, our teams make customers from all walks of life feel right at home, adding thoughtful touches that make it a journey to remember.

Our secret ingredient? A human-focused approach that puts people first.

Small but perfectly formed, we’re here to fuel our team’s passion for hospitality, bringing a local feel to an international industry.

As a Hospitality and Customer Experience Professional, you'll be pivotal in shaping the onboard experience for our travellers. This role demands a dynamic leader who can drive performance, elevate customer satisfaction, and foster a strong team culture.
You'll lead performance management, analyse customer feedback, and develop your team.
Crucially, you'll ensure our commitment to a human-focused, borderless hospitality experience is consistently delivered, stepping in to support onboard teams when needed.
Your expertise in service culture, combined with strong analytical and communication skills, will be essential in driving continuous improvement and maintaining our reputation for exceptional service.

As a Hospitality and Customer Experience Professional, you will:

Performance Leadership

• Lead all aspects of performance management within the Onboard Services (OBS) department, providing clear direction, coaching, and development to drive outstanding customer service and operational excellence.
• Be a role model for performance management, continuously seeking new ways to enhance team performance.
• Embed our service values across onboard teams to achieve exceptional service behaviours and operational objectives.

Customer Experience

• Investigate customer complaints, identify trends, and implement action plans to reduce issues.
• Analyse customer feedback and mystery customer survey data to drive improvements.
• Gather feedback from onboard teams to enhance both product offerings and service standards.
• Drive, implement, and monitor change initiatives to continually elevate the customer experience.

Team Management

• Oversee and develop the Departmental Onboard Services Managers (DOBSMs), ensuring individual performance is tracked through competency reviews, annual appraisals, and regular feedback.
• Ensure DOBSMs effectively conduct staff assessments and follow-ups.
• Coordinate projects and develop service procedures to improve customer experiences.
• Step in as a DOBSM, Purser, or Crew onboard when required.

Communication & Engagement

• Drive employee engagement by fostering a positive, supportive culture within the OBS teams.
• Attend and contribute to client and internal stakeholder meetings, confidently presenting various subjects.
• Ensure effective communication across all OBS teams to achieve key performance indicators (KPIs).

Safety Culture

• Promote a strong safety culture by minimizing risks and ensuring safe practices are always followed.

• Language Proficiency: Fluent in Dutch and English. French is a plus.
• Technology Skills: Proficient in using computer systems and software.
• Employment Law Knowledge: Familiarity with employment laws and employee relations.
• Management Experience: At least 3 years of experience managing a team of managers.
• Service Culture Expertise: Proven experience embedding and driving a customer-focused service culture.
• Industry Background: Experience in the catering, service, or travel industry.
• Team Development: Demonstrated ability to develop and nurture talent within a team.
• Communication Skills: Confident in engaging with all levels of the company structure.
• Analytical Skills: Skilled in analysing data and creating impactful presentations for internal and external stakeholders.
• Project Management: Strong project management skills with a proactive approach to problem-solving.
• Ownership & Accountability: Takes initiative, ownership, and responsibility for tasks and decisions.

• Pay package to be discussed during the interview.

To apply, please send your CV and cover letter to Stephane.Aupre@momentumltd.eu
and Frank.Rivier@momentumltd.eu before 31/03/2025.