Get inspired in Berlin
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.