We’re looking for motivated, engaged people to help make everyone’s journeys better.
Position is responsible for serving as unit’s primary representative working in the Airport Tower for our major customer's operations where the decisions such as gate changes, aircraft swaps, and delays are made.
Annual Hiring Range/Hourly Rate:
Benefits, US
- Company sponsored life insurance
- Medical, dental, vision plans
- Voluntary short-term/long-term disability insurance
- Voluntary life, accident, and hospital plans
- Employee Assistance Program
- Weekly pay for union employees
- Free hot healthy meals for unit operations roles
Main Duties and Responsibilities:
- Analyzes data from custom computer screens and proactively communicates airline changes and updates to the unit dispatch and catering teams.
- Monitors airline arrival and departure times and ensures catering teams complete flights as assigned.
- Monitors driver’s kitchen department time, alerts unit management when on time departure is in jeopardy and when drivers are late off aircraft, delaying return to unit.
- Monitors international strips via Prism camera; provides accurate and timely information regarding the operation to the SOC.
- Makes some operational decisions and communicates directly to transportation teams on the field.
- Partners with Department Manager to be the voice for the company in delay discussions, and conducts the research needed when contesting a delay.
- Tracks all flight, gate, meal order and other changes in flights.
- Serves as back up supervisor when that individual is on the ramp by relaying changes in flights to drivers on the ramp, directing work flow and resolving customer problems.
- Checks that drivers have completed their run sheets accurately and that all times, aircraft changes, service levels and quantities meet customer specifications.
- Answers and logs customer calls, concerns and complaints and makes recommendations to resolve on-going issues.
Qualifications
Education:
- H.S. diploma required
- Associate’s degree preferred
Work Experience:
- Minimum 3 years of experience working in a customer service capacity required
- 1 year experience directing the work of others
- Experience working in the airline industry is preferred
Technical Skills: (Certification, Licenses and Registration)
- Basic computer skills
- Able to drive on the ramp
- Able to multi-task in a dynamic customer environment
- Detail oriented
- Strong customer service skills
- Able to keep calm in high pressure environment
- Able to work with a minimum of supervision/off-site environment
- Able to make independent decisions
- Able to compile data from multiple sources with a high degree of accuracy
- Able to communicate status changes to all parties in a timely manner
- Driven to document and improve processes
- Able to develop rapport with major client
Language / Communication Skills:
- Excellent written and oral communication skills.
Job Dimensions
Geographic Responsibility: Unit
Type of Employment: Full time
Travel %: N/A
Exemption Classification: Exempt
Internal Relationships: Drivers, dispatchers and the catering teams
External Relationships: Airline Customers
Work Environment / Requirements of the Job: Work in the airport Tower. This position will rotate periodically between day shift, night shift and vacation relief.
Budget / Revenue Responsibility: N/A
Organization Structure
Direct Line Manager (Title): Director or Manager, Ops Transport
Dotted Line Manager (Title, if applicable): N/A
Number of Direct Reports: 0
Number of Dotted Line Reports: 0
Estimated Total Size of Team: 1
gategroup Competencies Required to be Successful in the Job:
- Thinking – Information Search and analysis & problem resolution skills
- Engaging – Understanding others, Team Leadership and Developing People
- Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively
- Achieving – Delivering business results under pressure, Championing Performance Improvement and Customer Focus
Demonstrated Values to be Successful in the Position
Employees at gategroup are expected to live our Values of Excellence, Passion, Responsibility and Respect. To demonstrate these Values, we expect to observe the following from everyone:
Excellence
- We put the customer at the forefront of everything we do, taking time to understand their needs, wishes and desires.
- We constantly learn by giving and receiving feedback, improving from our mistakes and bettering ourselves.
Passion
- Hospitality, in its purest form, comes down to a single, core principle: care. We do everything with thoughtfulness, attention, and care.
- We have a growth mindset, a resilience that makes us determined to bounce back from failures and setbacks.
Responsibility
- We care about what we do, and we understand the impact we have on others and the planet.
- We always look out for each other –creating a safe workplace environment is everyone’s responsibility.
Respect
- Every job matters. We each do our part to ensure our colleagues and our customers succeed in their goals.
- We respect each other’s voices and foster a workplace that supports inclusion and belonging. We are all one gategroup.
The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law.
For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
We anticipate that this job will close on:
11/22/2026
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If you want to be part of a team that helps make travel and culinary memories, join us!
