VIBHOR SHARMA

Offboard Operations – Maharajas’ Express

• Ensured smooth and efficient check-in procedures during departures.
• Coordinated with service providers for seamless execution of off-board activities at various destinations.
• Maintained communication with service providers to ensure compliance with directions from the Competent Authority.

Marketing Support – Maharajas' Express & Golden Chariot

• Managed the printing and distribution of brochures, leaflets, and marketing stationery.
• Handled Familiarization (FAM) requests and processed travel-related logistics for guests on Maharajas’ Express.
• Compiled and archived media coverage and articles mentioning Maharajas' Express across various platforms.

Payments – Maharajas’ Express

• Processed bills related to vendors associated with Maharajas’ Express operations.
• Handled payments for marketing materials, including brochures and leaflets, ensuring accuracy and timely disbursement.

Off-season Operations

• Prepared optional and upselling rate charts for services offered during the off-season.
• Maintained comprehensive records related to guest feedback, payment details, guest travel logs, and optional activity usage.

Affiliate Marketing

• Floated Expression of Interest (EOI) for empanelment of vendors under the affiliate marketing program.
• Processed bills related to affiliate marketing activities, including coordination with Corporate Office (CO).

Records and Documentation

• Maintained a meticulous filing system for both electronic and hard-copy records.
• Ensured daily tracking and updating of files for operational transparency and audit readiness.

• Responsible for overseeing all on-board catering operations in the prestigious RSDG train and other special trains.
• Ensured adherence to regulatory norms, including FSSAI food hygiene standards and health & safety protocols.
• Maintained seamless coordination between static catering units and onboard catering teams to ensure uninterrupted service.
• Monitored and assured quality, quantity, and presentation of meals to uphold and enhance the organization's service standards.
• Ensured real-time resolution of passenger complaints to minimize grievances and enhance passenger satisfaction.
• Aimed for zero-complaint operations through proactive monitoring and team coordination.
• Implemented a structured feedback mechanism to drive continuous service improvements.
• Led catering teams to deliver consistent quality and responded effectively to operational issues.
• Maintained real-time communication with Zonal Offices, Static Units, and Railway authorities for operational coordination.
• Shared timely information on train movements, passenger occupancy, and catering requirements.
• Provided regular reports and updates on catering activities as required by departments and senior officials.
• Ensured compliance with core quality standards in food production and service.
• Motivated staff through effective leadership to maintain excellence in service delivery.
• Delivered zero-defect and timely catering services, aligned with passenger expectations and organizational benchmarks.
• Enforced strict adherence to duty rosters issued by the Catering Department/Divisional Control.
• Submitted detailed post-trip reports to officials, highlighting performance and areas of concern.
• Flagged deficiencies observed during trips for prompt corrective action.
• Diligently complied with additional responsibilities assigned by senior officials.
• Leveraged WOBOT inspection modules for efficient onboard catering audits and real-time data analytics.
• Used REDQUANTA feedback application to gather, monitor, and utilize passenger feedback for service enhancement.
• Supported digital transformation and performance monitoring in catering operations.

• Billing & Financial Management
• Handled all billing operations and cash transactions for the catering unit. Ensured accurate and timely submission of credit bills and monitored remittances from the principal organization. Maintained up-to-date sales data and reported it regularly to higher management.
• Operational Oversight
• Supervised all day-to-day activities of the catering unit to ensure seamless operations. Ensured 100% quality standards in food, beverages, and overall service delivery. Conducted regular checks to maintain hygiene and operational compliance.
• Coordination & Liaison
• Maintained effective coordination and liaison with the principal organization for smooth execution of services. Ensured timely communication regarding service requirements, billing, and operational updates.
• Service Provider Management
• Monitored performance of service providers and ensured timely billing and documentation. Ensured contractual compliance and quality delivery from vendors and staff.

• Operations Management
  Oversee day-to-day operations of catering stalls, vending machines, and mobile catering units at the railway station.
  Ensure timely preparation, dispatch, and service of food and beverages.
  Coordinate with catering contractors, vendors, and railway officials for smooth functioning.
• Quality Control & Hygiene
  Conduct regular checks to ensure compliance with food safety and hygiene standards as per FSSAI and IRCTC norms.
  Maintain cleanliness of food service areas, kitchens, and storage.
• Inventory and Stock Management
  Monitor and manage inventory levels of raw materials and packaged goods.
  Ensure proper storage and FIFO (First-In-First-Out) practices.
• Staff Supervision
  Manage and guide catering and vending staff deployed at the station.
  Organize duty rosters, maintain discipline, and ensure staff adhere to SOPs.
• Customer Service & Grievance Redressal
  Handle passenger feedback and complaints related to catering and vending.
  Ensure prompt resolution and continuous improvement in service delivery.
• Revenue Monitoring & Reporting
  Monitor sales and revenue generation from catering and vending units.
  Prepare and submit daily/weekly/monthly reports to higher authorities.
• Coordination & Compliance
  Liaise with IRCTC, railway health inspectors, and other stakeholders for compliance and inspections.
  Ensure adherence to tender terms and contract agreements with vendors.