Quality And Value Pledge For Passengers As Gner Signs New Catering Deal
10 Aug 2006
EAST Coast train operator GNER has signed a new, four-year contract with catering supplier Rail Gourmet UK Ltd., which will deliver higher quality and better value for passengers.The deal follows a wide-ranging six-month review of GNER’s catering logistics business, including a tendering process, which attracted stiff competition from catering suppliers across Europe. Such reviews are conducted every four years or so.
The new catering contract includes the restaurant, buffet and at-seat trolley service on GNER’s trains, covering the on-train supply of about 1,000 product lines a year.
Both GNER and Rail Gourmet UK are committing significant resources to forging ahead with improvements for passengers. GNER’s new Catering Business Development Team will be led by a new contract delivery manager, to be appointed shortly.
This development team will work closely with the catering supplier’s management, headed by one of Rail Gourmet’s senior directors, to deliver maximum benefit from the new contract, including new initiatives jointly to develop the catering offer to passengers.
GNER customer services director Michelle Drage said: “Our desire for continuous improvement, together with Rail Gourmet UK’s new ownership, bring a fresh approach to the relationship between our two organisations. As a result, we look forward to offering higher quality and better value to our passengers.
“We will build upon the experience gained by working together for many years, while focussing on the key challenges of enhancing customer service delivery and retail opportunities”.
Rail Gourmet UK, a subsidiary of Select Service Partner (SSP) was recently acquired by European venture capital organisation EQT Partners in a £1.8 billion deal. This brings stability to the company, and a strong commitment to investing in developing its activities in the UK, harnessing SSP’s expertise in retailing, branding and promoting new ideas in catering and logistics.
Select Service Partner operates retail concessions and provides catering logistics to 16 train operators across Europe.
The new deal will improve passenger revenue and deliver quality improvements in key areas, while delivering improved efficiency across GNER’s award-winning onboard catering service.
A team of GNER customer service managers, who are a familiar sight to passengers on the East Coast Main Line each day, has identified areas for action now that the new contract has been signed. These will include simplified and more efficient deliveries, closer co-operation between station and Rail Gourmet teams, and a smarter image for Rail Gourmet staff. The train operator will be working with its catering logistics partner to deliver these changes as a top priority in the coming weeks.