Crew Performance Manager

Hospitality Talents – Recruitment Agency is currently looking for a hands-on Crew Performance Manager to join the team of our client near Brussels, with rail connections across Europe.

Our client is a market leader in European overnight train travel, delivering a unique hospitality-driven passenger experience across international routes.

In this key position, you act as a coach, leader, and guardian of operational excellence, ensuring performance, consistency, and outstanding service delivery across onboard teams.

You supervise Train Managers, who report directly to you, and serve as the essential link between onboard operations and senior management.

Your Mission

As Crew Performance Manager, you ensure a consistent, professional, and hospitality-driven passenger experience aligned with service standards and operational procedures.

Highly present in the field, you support teams onboard, observe operations, and intervene where necessary to continuously improve service quality and performance.

Key Responsibilities

• Coach and support Train Managers and onboard crews
• Act as a people manager focused on development and performance
• Safeguard service quality and operational consistency onboard
• Monitor and follow up on SLA compliance
• Implement and optimize onboard operational processes
• Conduct onboard inspections, observations, and service audits
• Provide constructive feedback to individuals and teams
• Ensure consistent working methods across trains and teams
• Report on performance, improvement areas, and action plans
• Participate in onboarding new crew members and Train Managers
• Contribute to training programs and continuous development

Profile

• Strong hospitality mindset with attention to detail
• Coaching-oriented people manager able to motivate and grow teams
• Ability to communicate in Dutch, French, and English (German is a strong asset)
• Human-centered leadership combined with structured follow-up
• Clear communicator with strong feedback skills
• Structured and process-driven working style
• Highly flexible and willing to travel frequently by train
• Comfortable in a role combining autonomy and responsibility
• Experience in hospitality, operations, crew management, or coaching is a strong advantage

What Our Client Offers

• A full-time permanent contract (CDI) within a leading European rail operator
• A strategic role within a leading European rail operator
• Direct impact on passenger experience and service excellence
• A varied role combining field presence, leadership, and continuous improvement
• Competitive salary package with additional benefits
• An international and dynamic working environment
• A committed team where collaboration and professionalism are key