Account Manager

Dnata; Everett (MA); On-site; USD 60,000 - 80,000; Full time

Job summary

dnata Catering is seeking an Account Manager to build and maintain strong relationships with airline clients and ensure seamless delivery of catering services. You will act as the main contact for inquiries, resolve issues, and provide exceptional customer service in a fast-paced hospitality environment.

You will negotiate contracts, pricing, and service agreements, collaborating with internal teams to execute catering orders and drive revenue growth while maintaining client satisfaction.

Qualifications

• Proficient in Microsoft Office applications, including Excel.
• Must have driver’s license.
• Ability to obtain Port Authority Port ID under TSA regulations (49 CFR §1542.209).
• Excellent attention to detail and multi-tasking ability.
• English reading and writing required.

Responsibilities

• Build and maintain strong relationships with airline clients.
• Understand client needs and ensure seamless delivery of catering services.
• Act as main contact for inquiries, resolving issues, and providing customer service.
• Negotiate contracts, pricing, and service agreements with clients.
• Collaborate with internal teams to execute catering orders.

Skills

Customer service

Relationship management

Negotiation

Communication

English proficiency

Education

Associate’s Degree

Bachelor’s degree preferred

Tools

Excel

Job description

Key Responsibilities for an Account Manager for dnata Catering, your primary role is to build and maintain strong relationships with airline clients. Your main responsibility is to understand their unique needs and requirements, ensuring the seamless delivery of catering services. You will act as the main point of contact for clients, handling inquiries, resolving issues, and providing exceptional customer service. Your strong communication and negotiation skills will enable you to negotiate contracts, pricing, and service agreements with clients, while also collaborating with internal teams to ensure the successful execution of catering orders. Your attention to detail and ability to manage multiple accounts efficiently will be crucial in maintaining client satisfaction and loyalty. Ultimately, as an account manager, your goal is to drive revenue growth, exceed client expectations, and contribute to the overall success of the aviation catering company.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Follow up with the proper department to ensure all open issues are resolved.
• Ensure that the day-to-day operation is on schedule, using the proper and most updated documentation.
• Liaise with the local customer station team and follow up on all local operational related issues.
• Maintain an on-going proactive relationship with assigned accounts and maintaining a dialog with assigned representatives.
• Ensure equipment inventories are taken and communicated to appropriate personnel on time according to the customer schedules.
• Support the Executive Chef in coordinating menu presentations and any special presentations. Ensure appropriate unit key personnel are invited to attend.
• Support the Production department with all airline cycle changes. This includes holding menu meetings, coordinating purchases with the buyer, and ensuring that cycle changes are transparent.
• Monitor and ensure that loading and billing of the customer is accurate.
• Coordinate and participate in all kitchen evaluations; distribute evaluation feedback to department managers and ensure appropriate response is provided in a timely, detailed manner.
• Communicate daily with department managers regarding operational issues and attend daily operations briefing.
• Document and maintain a daily customer discrepancy log; communicate information to respective department managers; monitor follow-up on action plans to ensure customer satisfaction; follow-up with the customer to communicate actions taken to resolve issues.
• Monitor and ensure compliance with customer safety and equipment policies/procedures!
• Other duties as assigned.

External Relationships

• Coordinating with airline clients and ensuring efficient delivery logistics.

Communication and Process

• Excellent communication skills, including conflict management and resolution, with a track record in customer service.

NONESSENTIAL FUNCTIONS:

• Other duties as assigned.

EDUCATION: Minimum of an Associate’s Degree three (2) years in high volume hospitality preferred. Bachelor’s Degree preferred.

QUALIFICATIONS:

• Proficient in Microsoft Office applications, including Excel.

• Proficiency in Microsoft Office.
• Must have driver’s license.
• The ability to meet requirements necessary to obtain a Port Authority, Port ID (per TSA regulations and more specifically, 49 CFR §1542.209)
• Must have excellent attention to detail.
• Must be able to multi-task.
• Must be able to read and write in English.

Intellectual/Social demands:

While performing the essential functions of this job, the employee is continuously asked to multi-task under time limits. Position requires constant attention to precise details and accuracy of specified standards including following simple to complex (more than 3 steps) instructions, and concentration which frequently extends beyond 30 minutes at a time. This position also requires constant attendance and punctuality - Is consistently at work and on time. Follows instructions, responds to management direction; Takes responsibility for own actions; Completes tasks on time or notifies appropriate person with an alternate plan. Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Physical demands:

While performing the duties of this job, the employee is regularly required to stand, walk; reach with hands and arms and stoop, kneel, or crouch. The employee must regularly lift and /or move up to 30 pounds. Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Use equipment and materials properly.

Work environment:

The essential functions of this position are performed indoors. The noise level in the work environment can range from minimal to loud.