Rep, Ops, Transport, Tower

gategroup•Flushing, NY

19h•Onsite

About The Position

The Airport Tower Representative is an entry-level supervisory role coordinating daily catering operations on the airport ramp. The position serves as the central communication point between catering drivers, operational teams, airline customers, and airport stakeholders to support safe, efficient, and on-time aircraft servicing. It requires operational oversight, real-time decision-making, and the ability to manage multiple priorities in a fast-paced environment. The role coordinates and supports frontline catering drivers and ramp employees, monitors flight and aircraft activity, adjusts resources as conditions change, and communicates operational updates to relevant stakeholders. It also helps resolve catering and service issues, ensures products and equipment are properly onboard, and escalates critical issues for cross-functional response. The representative helps ensure compliance with ramp, airfield, company, customer, regulatory, and food safety requirements. The position monitors service performance and staffing, maintains reports and records, identifies process improvements, and supports safety, quality, customer service, and operational excellence goals. The position works in the airport Tower and rotates periodically between day shift, night shift, and vacation relief. It requires the ability to obtain and maintain SIDA credentials and ramp driving authorization, and to work flexible shifts, including weekends, holidays, and irregular hours as operational needs require. The role has no direct or dotted-line reports and reports directly to a Director or Manager, Ops Transport.

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.
Ability to obtain and maintain SIDA credentials and ramp driving authorization.
Knowledge of airfield and ramp safety and operational compliance requirements.
Commitment to quality, food safety, and regulatory standards.
Strong written and verbal communication skills.
Customer service, conflict resolution, and service recovery skills.
Ability to lead and coordinate frontline teams.
Ability to make independent decisions and exercise sound judgment in time-sensitive situations.
Problem-solving, critical thinking, and disruption management skills.
Ability to influence outcomes and drive accountability across cross-functional teams.
Proficiency with Microsoft Office, operational systems, and reporting tools.
Ability to analyze data, prepare reports, and maintain accurate records.
Strong attention to detail and organizational skills.
Ability to work in a fast-paced, time-sensitive operation and rapidly prioritize and make decisions.
Ability to coordinate multiple activities simultaneously while maintaining accuracy.
Ability to work flexible shifts, including weekends, holidays, and irregular hours as required by operational needs.
Basic computer skills and ability to drive on the ramp.
Ability to work with minimal supervision in an off-site environment and remain calm under pressure.
Ability to compile data from multiple sources accurately and communicate status changes to relevant parties in a timely manner.
Excellent written and oral communication skills.

Nice To Haves

College degree.
Previous experience in airport operations, logistics, transportation, customer service, airline operations, catering operations, ground handling, or other operational environments.
Experience with dispatch, routing, driver oversight, aircraft servicing, workforce coordination, and operational execution.

Responsibilities

Coordinate and direct catering drivers and ramp personnel servicing arriving and departing aircraft to support on-time performance and operational readiness.
Provide day-to-day operational oversight and support to frontline catering drivers and ramp employees.
Monitor flight schedules, aircraft movements, gate changes, delays, and other operational impacts, adjusting resources and priorities as needed.
Maintain awareness of airport, airline, and catering operations to support service continuity and efficiency.
Serve as the primary operational contact for airfield-based employees and airline stakeholders.
Communicate real-time updates, service changes, and critical information to drivers, Flight Attendants, airline customers, Tower/ACC personnel, operational departments, and leadership.
Partner with Flight Attendants and airline representatives to resolve catering issues and ensure required products, equipment, and services are onboard.
Make timely operational decisions to address service disruptions, operational challenges, and customer concerns.
Escalate critical issues and coordinate cross-functional responses to minimize customer and operational impact.
Ensure airfield, ramp, and catering activities comply with safety requirements, company policies, customer requirements, and regulatory standards.
Maintain food safety compliance, including requirements for delayed flights, gate returns, product hold times, escalations, and investigations.
Monitor service performance, staffing utilization, and operational metrics to achieve customer and company objectives.
Prepare and maintain operational reports, service records, and performance documentation.
Identify and implement process improvements and best practices that enhance safety, service quality, efficiency, and performance.
Build and maintain positive working relationships with airline customers, airport partners, and internal stakeholders.
Support safety, quality, customer service, and operational excellence goals.