Airport Tower Representative - Catering Operations on, Tower

gategroup•Los Angeles, CA

8d•Onsite

About The Position

The Airport Tower Representative serves as the unit’s primary representative in the airport tower for a major customer’s operations, where decisions such as gate changes, aircraft swaps, and delays are made. The role monitors flight and catering activity, communicates operational updates to dispatch and catering teams, and helps ensure flights are serviced as assigned and customer requirements are met. The representative makes some operational decisions, communicates with transportation teams in the field, supports delay discussions and related research, and serves as a backup supervisor when the supervisor is on the ramp. The position also handles customer calls and concerns, checks run sheets and service details, and works in the airport tower. The position periodically rotates between day shift, night shift, and vacation relief.

Requirements

High school diploma required.
At least 3 years of experience in a customer service capacity required.
At least 1 year of experience directing the work of others.
Basic computer skills.
Able to drive on the ramp.
Able to multitask in a dynamic customer environment and remain detail-oriented.
Strong customer service skills and ability to remain calm in a high-pressure environment.
Able to work with minimal supervision in an off-site environment and make independent decisions.
Able to compile data from multiple sources accurately.
Able to communicate status changes to all parties in a timely manner.
Driven to document and improve processes and able to develop rapport with a major client.
Excellent written and oral communication skills.

Nice To Haves

Associate’s degree preferred.
Experience working in the airline industry preferred.

Responsibilities

Analyze data from custom computer screens and proactively communicate airline changes and updates to unit dispatch and catering teams.
Monitor airline arrival and departure times and ensure catering teams complete flights as assigned.
Monitor kitchen department time, alert unit management when on-time departure is at risk, and report when drivers are late returning from aircraft.
Monitor international strips via Prism camera and provide accurate, timely operational information to the SOC.
Make some operational decisions and communicate directly with transportation teams in the field.
Partner with the Department Manager in delay discussions and research contested delays.
Track flight, gate, meal-order, and other flight changes.
Serve as backup supervisor when the supervisor is on the ramp by relaying flight changes to ramp drivers, directing workflow, and resolving customer problems.
Check driver run sheets for accuracy and confirm times, aircraft changes, service levels, and quantities meet customer specifications.
Answer and log customer calls, concerns, and complaints, and recommend ways to resolve recurring issues.