Job TitleWe'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:$65,000.00 /Per YearBenefits, USPaid time off401k, with company matchCompany sponsored life insuranceMedical, dental, vision plansVoluntary short-term/long-term disability insuranceVoluntary life, accident, and hospital plansEmployee Assistance ProgramEmployee DiscountsMain 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.QualificationsEducation:H.S. diploma requiredAssociate's degree preferredWork Experience:Minimum 3 years of experience working in a customer service capacity required1 year experience directing the work of othersExperience working in the airline industry is preferredTechnical Skills: (Certification, Licenses and Registration)Basic computer skillsAble to drive on the rampAble to multi-task in a dynamic customer environmentDetail orientedStrong customer service skillsAble to keep calm in high pressure environmentAble to work with a minimum of supervision/off-site environmentAble to make independent decisionsAble to compile data from multiple sources with a high degree of accuracyAble to communicate status changes to all parties in a timely mannerDriven to document and improve processesAble to develop rapport with major clientLanguage / Communication Skills:Excellent written and oral communication skills.Job DimensionsGeographic Responsibility: UnitType of Employment: Full timeTravel %: N/AExemption Classification: ExemptInternal Relationships: Drivers, dispatchers and the catering teamsExternal Relationships: Airline CustomersWork 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/AOrganization StructureDirect Line Manager (Title): Director or Manager, Ops TransportDotted Line Manager (Title, if applicable): N/ANumber of Direct Reports: 0Number of Dotted Line Reports: 0Estimated Total Size of Team: 1gategroup Competencies Required to be Successful in the Job:Thinking – Information Search and analysis & problem resolution skillsEngaging – Understanding others, Team Leadership and Developing PeopleInspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectivelyAchieving – Delivering business results under pressure, Championing Performance Improvement and Customer FocusDemonstrated Values to be Successful in the PositionEmployees 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:ExcellenceWe 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.PassionHospitality, 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.ResponsibilityWe 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.RespectEvery 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: anticipate that this job will close on:08/16/2026