Get in­spired in Berlin

Onboard Hospitality - - Preview: Innotrans -

in an in­no­va­tive new part­ner­ship de­signed to in­spire the rail in­dus­try, the International Rail Cater­ing Group and On­board Hospi­tal­ity will this month (Sept 19) col­lab­o­rate in Berlin at the first-ever On­board Hospi­tal­ity Fo­rum - Rail.

Lo­cated in the City Cube, within the In­noTrans Expo which is held bi-an­nu­ally at the Berlin Messe, the Fo­rum will de­liver a top line up of ex­perts shar­ing cut­ting-edge in­no­va­tions that en­hance the pas­sen­ger ex­pe­ri­ence.

Free to at­tend, this will be a valu­able op­por­tu­nity to en­gage with in­dus­try lead­ers in hospi­tal­ity, wellbeing, cater­ing, tech­nol­ogy and de­sign as they work to con­nect the en­tire endto-end cus­tomer ex­pe­ri­ence.

pre­sent­ing the way ahead

Six spe­cially-in­vited ex­perts from Eurostar, Deutsche Bahn, Rail Gourmet, ECR, Kaelis and LNER will present vi­sion­ary in­sights from across the in­ter­city rail spec­trum.

Del­e­gates will in­clude key mem­bers of IRCG who be­tween them man­age rail­way on­board cater­ing, lo­gis­tics and prod­uct ser­vices glob­ally with around a €2 bil­lion turnover.

IRCG chair­man, Roger Wil­liams, says: “Cater­ing and hospi­tal­ity on trains and in lounges helps rail op­er­a­tors at­tract mil­lions of pas­sen­gers who would oth­er­wise travel by road or air. We are proud to bring a highly-re­spected group of pre­sen­ters to the On­board Hospi­tal­ity Fo­rum so In­noTrans vis­i­tors can hear di­rectly from them about in­no­va­tions and ideas that can pos­i­tively im­prove rail cus­tomer satisfaction."

Marc noaro, chief cus­toMer of­fi­cer, eurostar

Marc has worked with Eurostar since its in­cep­tion in 1994, and has played a key role in driv­ing cus­tomer ser­vice stan­dards and strat­egy for this lead­ing cross-bor­der train op­er­a­tor.

Well es­tab­lished as an international cut­ting edge travel brand, Eurostar con­nects 10 mil­lion cus­tomers to Lon­don, Paris, Brus­sels and Amsterdam and on­ward to over 100 lo­ca­tions. With a unique multi-cul­tural busi­ness, leisure and tourist de­mo­graphic, Marc will de­scribe how Eurostar nur­tures and em­braces its di­ver­sity and sus­tain­abil­ity to en­sure a con­sis­tently great cus­tomer ex­pe­ri­ence across all of its routes, per­fect in­sights for any international travel brand op­er­a­tor.

chris­tine stocKMann, heaD of proD­uct Man­aGe­Ment, on­BoarD ser­vices, Deutsche Bahn

Chris­tine has worked for DB for over 10 years and is re­spon­si­ble for both the DB lounge con­cepts and the F&B se­lec­tion on long dis­tance ICE and in­ter­city trains.

DB car­ries over 2.5 bil­lion pas­sen­gers a year and is one of the most recog­nis­able of Ger­man brands. Chris­tine will share the amaz­ing in­sights DB gained into its cus­tomers' needs, re­searched in part us­ing dig­i­tal vir­tual tech­nol­ogy de­signed to sup­port on­board re­designs and plan­ning.

si­Mon pont, ceo ecr re­taiL sYs­teMs

Si­mon works to pro­vide rail and other trans­port com­pa­nies with cus­tomer-fac­ing dig­i­tal sys­tems that are both cut­ting edge and prac­ti­cal. Tech­nol­ogy, he be­lieves, should make life eas­ier for on­board hosts, pro­vide in­tu­itive cus­tomer in­ter­ac­tions and help raise sales rev­enue. He will share his ex­pe­ri­ence of how mo­bile point-of-sale tech­nol­ogy and apps can en­hance the cus­tomer ex­pe­ri­ence on­board, rais­ing cus­tomer loy­alty, driv­ing re­peat busi­ness and open­ing up new op­por­tu­ni­ties for on­board an­cil­lary rev­enue.

cLaire an­sLeY, cus­toMer eX­pe­ri­ence Di­rec­tor, Lner

Claire has re­cently been in­volved in the tran­si­tion of the East Coast Main Line (2nd big­gest in­ter­city route in the UK) from Vir­gin Trains back into na­tion­alised con­trol, and now re­named LNER (Lon­don and North Eastern Rail­way). Her ex­pe­ri­ence at Vir­gin Trains saw her work­ing with RG and UK celebrity chef James Martin to rev­o­lu­tionise the cater­ing of­fer. She will share in­sights into this col­lab­o­ra­tion for First Class as well as a bet­ter co-or­di­nated ap­proach to re­tail sales in Stan­dard Class.

ManoJ priDhanani, cre­ative Man­aGer, KaeLis

Manoj is a real vi­sion­ary when it comes to de­sign, and work­ing for Kaelis, a lead­ing on­board equip­ment and ser­vice so­lu­tions busi­ness, al­lows him the chance to ex­press his ideas for travel in many dif­fer­ent ways.

Manoj's mis­sion is to cre­ate de­signs that har­monise the travel touch­points and show how at­ten­tion to de­tail in con­cepts and small touches in cus­tomer ser­vice can trans­form the rail jour­ney into a truly beau­ti­ful ex­pe­ri­ence.

He will share the lat­est trends in equip­ment and pro­vide valu­able in­sights to as­sist any rail com­pany look­ing to en­hance their hospi­tal­ity pro­file.

nicoLa weBB, coM­Mer­ciaL Di­rec­tor, rG

Nicola's port­fo­lio in­cludes con­trol­ling in­ter­ac­tions with an ever-chang­ing range of around 250 sup­pli­ers, who be­tween them de­liver to RG's vast lo­gis­tics net­work ap­prox­i­mately 500 mil­lion prod­ucts a year for trains in the UK and across Europe.

With a pre­vi­ous back­ground in air­line cater­ing, Nicola draws com­par­isons from that in­dus­try and looks at cur­rent trends to see how the fu­ture of on­board rail ser­vice could ben­e­fit from in­no­va­tions drawn from other parts of the hospi­tal­ity in­dus­try and travel cater­ing mar­kets.

Her unique in­sights will help to en­sure your rail cus­tomer ser­vice of­fer is de­vel­op­ing in the right di­rec­tion.

Newspapers in English

Newspapers from UK

© PressReader. All rights reserved.