news By Appointment to Her Majesty The Queen Royal Train Caterers Rail Gourmet UK Ltd London
On-board and Logistics Solutions for the Rail Industry
Irish Rail Renews Contract It gives me great pleasure to advise you that Rail Gourmet has just signed a new three year deal with Irish Rail. The Rail Gourmet Ireland team has been particularly busy over the last year, having successfully introduced a new EPOS system, launched Rail Gourmet’s new onboard brand ‘2U’ and has received many commendations from Irish Rail regarding the service delivered. The team has been led by Ciaran Foley who comments “This is a great achievement for the team and a big thank you to all who played a part in making it happen. I am really looking forward to driving the business forward and making
the Irish Rail contract the Rail Gourmet retail showcase”. In addition Tom Curley, Contract Executive, Irish Rail, adds “We are very happy to announce the continuance of our working relationship with Rail Gourmet Ireland by awarding the Irish Rail on-train catering and litter pick services to Rail Gourmet Ireland for the next three years. We see this award as the next step as in customer service excellence, reliability, innovation and continuous improvement. Well done Rail Gourmet Ireland, wising you all the very best.” Well done to all involved in this significant renewal. Kim Bircham, Chief Executive Officer, Rail Gourmet. An Irish Rail host serving a customer.
An Outstanding Contribution SPRING At our last Rail Gourmet Day we acknowledged individuals and teams that have made an exceptional contribution to our business during 2012. Last year the Outstanding Contribution Award went to Ken Moule, who has made an outstanding contribution to our business not just for one year ...but an incredible 60 years! Ken started working in the rail industry in Wolverhampton on the Western Region, in 1952 – yes 1952(!) – and later on moved onto the London Midland service (now the West Coast Mainline) where he became Chief Steward on the Birmingham Pullman providing a top class silver service.
2013 EDITION Inside... • Round up from
the Routes – Catch up on page 2
• Rail Gourmet Day 2012 In the early 1970’s he was invited to join the Royal Train crew, becoming the Royal Train Chief Steward in 1981, where he serves the Queen and every other member of the Royal household plus international dignitaries who may be guests dining on the Royal Train. He was awarded the Royal Victorian Medal by the Queen and was, for sure, instrumental to us being granted the Royal Warrant – something that is very important to our business.
– Full details on page 3
• The Queen’s
Diamond Jubilee – See page 4
Last year, we celebrated the Queen’s Diamond Jubilee, and it is fitting that we celebrate the Diamond Jubilee of an outstanding on-board service career.
Please address any editorial queries to Jennifer Fleet, Editor, First Class at the address below or to: jfleet@railgourmetuk.com
Ken Moule – 60 years outstanding service and still serving!
Rail Gourmet 169 Euston Road London NW1 2AE. Tel: 020 7543 3300 www.railgourmet.com
Ken Moule.
STOP PRESS... STOP PRESS... STOP PRESS... STOP PRESS... See the new Rail Gourmet website at www.railgourmet.com
Aiming to Deliver a Service that is ‘First Class – Consistently’
News from the Routes WA L E S
The Arriva team is now offering Starbucks Via coffee as well as its Caffia filter product. A new menu for winter includes soup, porridge, caramel waffle and a fabulous Lily O’Briens chocolate cookie to go with a Starbucks cocoa.
Rail Gourmet is very proud to be supplying products to the steam train route operating in the Weald between Sheffield Park and Kingscote, with a further stop at Horsted Keynes. The first through train from London to Sheffield Park in nearly a century is expected to run on the 28th March 2013.
East Midlands Trains is planning a menu change in the spring and are in the process of moving their First Class lounge in St. Pancras closer to the platform, whilst at the same time improving the facilities and range of products in their offer to first class passengers using the lounge. We have increased coverage on local services with both Sheffield and Nottingham hosts continuing beyond Stockport to Liverpool. This has been very well received by passengers, and the customer.
East Coast has entered external industry catering awards; the Catey’s, in the category of ‘menu of the year’, and also the Midas awards in the category of ‘travel’.
“Michelin starred chef Raymond Blanc, OBE has joined Eurostar as their new Culinary Director. This new partnership will see Raymond collaborating closely with Eurostar’s catering suppliers and sharing his passion for sustainable, seasonal food with Eurostar’s Business Premier Passengers.
Rail Gourmet is also supporting East Coast internal awards, which include a category for ‘Chef d’ fantastic’, and also an award for the best Rail Gourmet service centre, voted for by the East Coast crews.
Rail Gourmet is also working closely with both Eurostar and their Onboard Service Provider “Momentum Services” on a number of new concepts and logistical solutions, so watch this space for further news.
Rail Gourmet has been proudly servicing Hull Trains’ product supply needs for both its First Class and Standard offers.
Rail Gourmet is delighted to announce that four of our onboard stewards have been nominated for a customer service award by Irish Rail. It is a great achievement and honour for each of these stewards to be recognised by not only their peers but also the client. In January we rolled out the next stage of the ‘2U’ concept. This included new menus, uniforms, bar signage and design. On top of this a new customer service training programme was launched. It is hoped with the introduction of the next level we will see a rise in our sales onboard.
One of the new menus.
Before their journey aboard the magnificent British Pullman train at London Victoria Station, guests are welcome to enjoy a hot beverage supported by Rail Gourmet in the private lounge of the Venice Simplon-OrientExpress.
The team was delighted that a new contract extension has been signed with Southeastern. At Ashford and Margate the staff have been selling the winter range of products alongside familiar favourites such as Shepherd Neame ales. There was particular pride at the announcement of Catherine Day from Margate as the Rail Gourmet ‘Train Host of the Year.’
Early in December, Virgin Trains secured an extension to their franchise on the West Coast Mainline of up to 23 months. We congratulate our friends and colleagues at Virgin and look forward to working with them again this year. I am delighted to report that Mickey Pierce from our Preston service centre was recently presented with our “Extra Mile” award. Mickey was put forward for this award by Wendy Coleman, IRIS admin and compliance manager for Virgin Trains, for his work in carrying out minor repairs to their hand held PED units. Without these units customers cannot pay for goods on trains by credit or debit card so when they are unavailable it is a major inconvenience. Mickey took it upon himself to learn how to diagnose faults and carry out minor repairs by talking to the supplier, thereby considerably reducing the amount of time units are away being repaired
A lot of changes have kept the team busy on Southern. The bakeries at Brighton and Victoria are now producing superb cheese twists as well as breakfast pastries. There are more new products to come as the bakery at Brighton gets upgraded. The winter tariff is displaying warming treats such as porridge and hot soup as well as seasonal treats.
A new tariff has been launched, with new products and the introduction of Starbucks cocoa to enhance our Starbucks range. Also we are trialling couscous from the Food Doctor as an ambient savoury alternative to sandwiches, and we have added to our fresh-baked range delicious cheese twists, this will give a savoury product to sell from our trolleys along with the fresh-baked pastries we currently sell. There is also a plan to upgrade the bakery at Bournemouth to further develop the range.
Kim Bircham, CEO Rail Gourmet and Wendy Coleman, IRIS admin and compliance manager for Virgin Trains, presenting Mickey with a framed copy of his commendation.
Mickey was also presented with gift vouchers and will receive our “Extra Mile” certificate – Well done Mickey!
Ending and starting the year on a food high! In the last quarter of 2012 First Great Western celebrated the culinary skills and innovation of their on-board chefs ‘The Chef of the Year’ competition. Following regional heats three worthy finalists came together in London to create some amazing dishes, showing off their skill and passion for great food, creating dishes suitable for on train service and customer taste from selected local products. Rail Gourmet was delighted to sponsor and support First Great Western in the planning and management of this event, and our warm congratulations go to Cordelia Christophers whose delicious pork wellington led her to take the trophy and of course to the runners up Brian Richards and Karen Roberts. Our thanks also go to our fabulous suppliers who supported with a vast array of product and our suppliers and judges who were able to join us at the final in London and helped us to create a very special atmosphere. And intoFirst2013 with another Pendoline Class Winter
food high for First Great Western; launching the new Pullman restaurant menu. Building on the current uniqueness of the Pullman restaurant service First Great Western has worked together with award winning restaurateur and chef Mitch Tonks to bring a really special dining experience to the Pullman restaurant services. Focusing on locally sourced products, increasing the menu choice to offer additional fabulous seafood dishes the new menu is proving a hit with the Pullman diners and Service team.
Friend of Rail Gourmet
Host of the Year
To Nick Hebborn for all his support over the years.
To Catherine Day, representing the Southern Route, for winning the ‘trolley-off’!
Nick Hebborn.
Catherine Day.
Rail Gourmet Day On 16th November 2012 the Annual Rail Gourmet Day was held for the third year, at the Clothworkers Hall, Dunster Court, London. Kim Bircham took the opportunity to thank all those present, and the teams they represent, for their outstanding contribution in a very challenging year. Well done to all our Award Winners and thank you for your contribution to Rail Gourmet. Winners in their own right for being nominated to represent their route, are our ‘Host finalists’: Mark Collins (Portsmouth), Sarah Knowler (Portsmouth), Kim Uzoma (Sheffield), Neil Mattingley (Oxford), Steve Myatt (Ireland), Regina De Moura (Victoria). Thanks also this year to John Brennan for taking the photographs.
Going the Extra Mile Award Going the Extra Mile Award Sharpening the Saw To Mike Passey for his training support for the Kings Cross service centre move.
To Maurice Arthur for his business compliance support for the Kings Cross service centre move.
To the 6th P Committee for refreshing the oil in our machine – the process!
Mike Passey.
Maurice Arthur.
Members of the Comittee.
Leading from Every Chair
Service Centre of the Year
Service Centre of the Year
To The UK Business for the successful move to a new central distributor under challenging circumstances.
To Paddington Service Centre for high operating standards/can do attitude.
To Lewes Service Centre for exceptionally high Mr Fletcher standards/100% ISO score.
Paul Bettles, Manjit Khabra and Stuart Crane accepted the award on behalf of The UK Business.
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Team of the Year Award
The Booster Award
To Railrest for negotiating a two year extension with Thalys.
To the Irish Rail Team for an impressive on-board performance.
Members of the Rail Gourmet Railrest Team.
Members of the Rail Gourmet Irish Rail Team.
The Queen’s Diamond Jubilee During 2012, the whole country joined in celebrations for the The Queen’s Diamond Jubilee. This included a variety of trips taken around the UK on-board the Royal Train to the many special events held to honour Her Majesty’s 60 years as Monarch. Below is a picture of the staff of the Royal Train with Her Majesty The Queen and HRH The Duke of Edinburgh. This was taken on one of the journeys at Kemble Station as a special
NEWS IN BRIEF Congratulations to the proud parents below:
acknowledgement of the work undertaken by staff from Rail Gourmet, DB Schenker, Network Rail, Virgin Trains, the Royal Household and the Police, who all played a part in making sure that the Royal Party travelled in comfort to their destinations and arrived on time. Members of Rail Gourmet's catering crew include Ken Moule, Guy Daley, David Small and Roger Williams. Staff who had worked on-board the train for over 5 years were also awarded ‘The Queen’s Diamond Jubilee Medal’ in recognition of their service.
TEN YEARS SERVICE AWARD
RG Leeds – Five-a-side football team
Rory Shield, received his long service award for 10 years service in Sheffield. Congratulations Rory!
Rail Gourmet’s five a side football team; Shane Geldard, Dan Malton, John Horsfall, Chris Harker, and Paul Wright have just finished top of Division 2 of the Monday League, and they did it with one game to spare! – well done lads!
Olatunde and Bukola Mahamud on the birth of their daughter called Maryam, born on the 30th January 2013. Jenny Bamforth and partner Stephen on the birth of their son called Jacob, born on Sunday 2nd September 2012. Shuaib and Ola Gomina on the birth of their son called Khaled, born on the 26th September 2012. (Pictured left.)
Marta Slowinska and partner Ismail on the birth of their son called Adam, born on the 14th November 2012. (Pictured left.)
Andy and Sarah Quinn on the birth of their son called Liam Anthony, born on the 10th December 2012. (Pictured left.)
We are delighted to announce the following new roles: Ciaran Foley
Director, (Rail Gourmet UK and Ireland)
Trevor McBride Account Manager, Irish Rail Roger Williams Business Development Director, (Rail Gourmet) Ernst Vercruyce Contract Manager, South West Trains Malcolm Ferris Service Centre Manager, Bournemouth Kirsty Domican Operations Manager, East Coast Route Max Kritzinger
Supply Chain Manager, East Coast Account
Railstaff Awards Night A Rail Gourmet and Southeastern team headed to Birmingham to cheer on our own Ian Ross, Train Host at Ashford in the Customer Service category of the Railstaff Awards. Ian had been shortlisted as a finalist but did not win on the night sadly. That said, what an achievement to join finalists from Cross Country, London Midland, First Great Western
Jurgita Sapaite Deputy Manager, St. Pancras
and Virgin Trains amongst others.
Neil Rutter
Thanks to all those who voted for Ian.
Service Centre Manager, Oxley
We wish each and everyone of you every success in your new role.
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