Elevating Guest Experience 

Overview

 

Serco, the global service provider responsible for managing operations on The Ghan, partnered with Prep People to raise the service presentation and grooming standards of its on-board crew. Known as one of the world's most iconic train journeys, The Ghan offers a premium travel experience across the Australian outback. With guests expecting exceptional service and attention to detail, Serco sought to elevate its crew's appearance and presentation to reflect the prestige of the journey.

 

Objectives

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• Align crew presentation with the luxury brand expectations of The Ghan

• Ensure grooming standards complement both the train’s uniform design and strict safety requirements

• Equip staff with the practical skills and confidence to maintain professional standards in a uniquely mobile environment

 

Approach

 

Prep People delivered a tailored end-to-end grooming program. This began with an in-depth audit of existing uniforms, working conditions, and customer expectations. 

Our team designed hair, and makeup looks that not only reflected the heritage and elegance of the The Ghan brand but also remained durable and practical across multi-day journeys. From there, we rolled out interactive, hands-on training workshops for crew members. These sessions included product education, grooming demonstrations, and one-on-one coaching to ensure every staff member felt confident and empowered.

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Outcomes

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• Improved staff confidence: Crew members reported feeling more polished, professional, and proud of their role.

• Consistency across teams: A clear grooming standard helped maintain a uniform look across shifts and crew changes.

• Enhanced guest impressions: Feedback from passengers noted a more polished and premium feel to onboard service.

• Sustainable impact: Prep People provided take-home guides and access to online refresher resources to support long-term adherence.

 

Conclusion

 

This project exemplifies Prep People’s strength in transforming brand expectations into practical, actionable grooming and service solutions. Our partnership with Serco not only elevated the standard of onboard presentation but also reinforced the sense of pride and excellence among The Ghan crew.