Airport Tower Representative - Catering Operations on, Tower
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 analyzes information from custom computer screens and communicates airline changes and operational updates to dispatch and catering teams. It monitors flight schedules, catering completion, driver timing, and international flight information, and shares accurate updates with the relevant teams and the SOC. The representative makes some operational decisions, communicates with transportation teams in the field, and partners with the Department Manager on delay discussions and research. The role tracks flight, gate, and meal-order changes; serves as backup supervisor when needed; checks driver run sheets for accuracy and customer specifications; and logs customer calls, concerns, and complaints while recommending resolutions. The position works in the airport Tower and 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.
- At least 1 year of experience directing the work of others.
- Basic computer skills.
- Ability to drive on the ramp.
- Ability to multitask in a dynamic customer environment.
- Detail-oriented.
- Strong customer service skills.
- Ability to remain calm in a high-pressure environment.
- Ability to work with minimal supervision in an off-site environment.
- Ability to make independent decisions.
- Ability to compile data from multiple sources with a high degree of accuracy.
- Ability to communicate status changes to all parties in a timely manner.
- Drive to document and improve processes.
- Ability 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 dispatch and catering teams.
- Monitor airline arrival and departure times and ensure catering teams complete assigned flights.
- Monitor kitchen department driver times and alert unit management when on-time departure is at risk or drivers are late returning from aircraft.
- Monitor international strips via Prism camera and provide accurate, timely operational information to the SOC.
- Make operational decisions as needed and communicate directly with transportation teams in the field.
- Partner with the Department Manager in delay discussions and conduct research when contesting a delay.
- 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 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 resolutions to ongoing issues.
Benefits
- Paid time off
- 401(k) with company match
- Company-sponsored life insurance
- Medical, dental, and vision plans
- Voluntary short-term and long-term disability insurance
- Voluntary life, accident, and hospital plans
- Employee Assistance Program
- Commuter benefits
- Employee discounts
- Weekly pay for union employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
