Tower Operations Representative

gategroup•Schiller Park, IL

1d•Onsite

About The Position

This position is responsible for serving as the unit's primary representative working in the Airport Tower for our major customer's operations, where decisions such as gate changes, aircraft swaps, and delays are made. The role involves analyzing data from custom computer screens, proactively communicating airline changes and updates to dispatch and catering teams, and monitoring airline arrival and departure times to ensure flights are completed as assigned. The representative also monitors driver kitchen department time, alerts management to potential delays, and tracks international strips via Prism camera, providing accurate and timely information to the SOC. Key responsibilities include making operational decisions, communicating directly with transportation teams, partnering with the Department Manager on delay discussions and research, tracking all flight and meal order changes, and serving as a backup supervisor. This involves relaying flight changes to drivers, directing workflow, and resolving customer problems. The role also requires checking run sheets for accuracy, ensuring all times, aircraft changes, service levels, and quantities meet customer specifications, and logging customer calls, concerns, and complaints while making recommendations for resolution.

Requirements

H.S. diploma required
Minimum 3 years of experience working in a customer service capacity required
1 year experience directing the work of others
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
Excellent written and oral communication skills.

Nice To Haves

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

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.