The RailStaff Awards 2024

Nominations for Rail Team of the Year

Adrian Crymble

Said the following about Welcome Host Team Manchester - **HAS LEFT**:

“Virgin introduced Automated Ticket Gates 2 years ago at Manchester Piccadilly and other key stations along the West Coast routes and the Welcome Host Teams were recruited in fresh from the street to help embed a change in culture for customers passing through the station. This was the first time VT customers had experienced a revenue protection gateline and it didn't come with its challenges.

In that time the team at Piccadilly have become outstanding ambassadors of the brand. Striking a fine balance between protecting revenue, showing discretion and compassion where needed, and delivering overall excellent customer care. They are often the first and last Virgin colleague our customers come into contact with, and they leave a lasting impression on all of our customers at Manchester.

They have supported many of Manchester's charitable and fun activities, and have been instrumental in events such as Manchester Pride, Valentine’s Day, the Royal Wedding and more recently, Bee In The City, a unique art installation across Manchester which has raised funds for a cause very close the hearts of many team members.

In May 2017, Manchester suffered a horrendous terror attack. That evening our Welcome Hosts were in place when news started to reach them of the awful events unfolding. With details sketchy, and many members of the public panicking and wanting to board trains to leave the city, the Welcome Host team handled the situation intuitively and with great concern for the travelling public. Despite knowing that family members and friends could well be caught up in the events, their first concern was to help the public board services and get away. This year they supported Virgin Trains' involvement as Lead Sponsor in the Bee in the City event throughout August and September, with fancy dress, handing out trail maps and encouraging children to take their photos with the Bee installed on the concourse.

Never one to miss an opportunity to make someone's day special, you'll often see them requesting a photo for young child to sit in the rear cab of a 390 Pendolino, many of which will no doubt go on to be train drivers of the future.

During times of disruption, such as Storm Doris earlier this year, the team switch into absolute customer focus, handing out bottles of water, even arranging for snacks and hot drinks to be distributed to members of the public gathering on the main concourse, regardless of which TOC they may be travelling with. The team just have a natural instinct for doing the right thing. To our regular commuters, they may not even know they are there, but without them, Virgin Trains presence at Piccadilly would be a very different feel and we're immensely proud to call them members of the family. To us, they are the shining light of how to protect revenue AND deliver outstanding customer service.

The team truly embody our brand values, and support one another through whatever life throws at them, inside and outside of work. We don't think you'll find a better team in any Train Operating Company.“