Rep, Ops, Transport, Tower

2139 Gate Gourmet, Inc; New York (NY); Presencial; USD 66.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid time off

401k with company match

Company sponsored life insurance

Medical, dental, vision plans

Disability insurance

Employee Assistance Program

Commuter benefits

Employee Discounts

Free hot meals for unit operations

Descripción de la vacante

Gate Gourmet in New York is seeking an Airport Tower Representative to coordinate daily catering operations on the airport ramp. You will act as the central contact among catering drivers, ramp teams, airline customers, and airport stakeholders to ensure safe, efficient service.

This entry-level supervisory role emphasizes real-time decision-making, multi-tasking in a fast-paced setting, and strong focus on on-time performance and safety. Shift rotations are required.

Formación

• HS diploma or equivalent required; college preferred.
• Minimum 3 years in a customer service role.
• Experience in airport operations or catering operations preferred.
• Strong communication and problem-solving skills.

Responsabilidades

• Coordinate catering drivers and ramp personnel to ensure on-time service.
• Provide day-to-day operational oversight and support.
• Monitor flight schedules and adjust resources as needed.
• Maintain awareness of airport, airline, and catering operations.
• Communicate real-time updates to all stakeholders.
• Escalate issues and coordinate cross-functional responses.
• Ensure safety and regulatory compliance in all activities.
• Prepare operational reports and performance documentation.

Conocimientos

Operations & Logistics

Airfield operations coordination

Dispatch & routing

Resource allocation

On-time performance

Safety & Compliance

Communication & Customer Service

Leadership & Decision Making

Administrative & Technical Skills

Data analysis

Educación

High School Diploma

College preferred

Herramientas

Microsoft Office

Operational systems

Descripción del empleo

We’re looking for motivated, engaged people to help make everyone’s journeys better. The Airport Tower Representative is an entry-level supervisory role responsible for coordinating daily catering operations on the airport ramp. This position serves as the central communication point between catering drivers, operational teams, airline customers, and airport stakeholders to ensure safe, efficient, and on-time aircraft servicing. The role requires strong operational oversight, real-time decision-making, and the ability to manage multiple priorities in a fast-paced environment.

Annual Hiring Range/Hourly Rate: $66,300- $70,000

Benefits

• Paid time off
• 401k, with company match
• Company sponsored life insurance
• Medical, dental, vision plans
• Voluntary short-term/long-term disability insurance
• Voluntary life, accident, and hospital plans
• Employee Assistance Program
• Commuter benefits
• Employee Discounts
• Free hot healthy meals for unit operations roles

Main Duties and Responsibilities

• Coordinate and direct catering drivers and ramp personnel servicing arriving and departing aircraft to ensure 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 continuous awareness of airport, airline, and catering operations to support service continuity and operational efficiency.
• Serve as the primary operational point of contact for airfield-based employees and airline stakeholders.
• Communicate real-time operational 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-related issues and ensure all required products, equipment, and services are properly onboard.
• Make timely operational decisions to address service disruptions, operational challenges, and customer concerns.
• Escalate critical issues and coordinate cross-functional response efforts to minimize customer and operational impact.
• Ensure all airfield, ramp, and catering activities are conducted safely and in compliance with company policies, customer requirements, and regulatory standards.
• Maintain compliance with food safety procedures, including delayed flights, gate returns, product hold-time requirements, food safety escalations, and related investigations.
• Monitor service performance, staffing utilization, and key operational metrics to achieve customer and company objectives.
• Prepare and maintain operational reports, service records, and performance documentation.
• Identify opportunities for process improvement and implement best practices that enhance safety, service quality, efficiency, and operational performance.
• Build and maintain positive working relationships with airline customers, airport partners, and internal stakeholders.
• Support the achievement of safety, quality, customer service, and operational excellence goals.

Required Skills & Competencies

• Operations & Logistics
• Airfield and flight catering operations coordination
• Dispatch, routing, and oversight of drivers and aircraft servicing activities
• Resource allocation, workforce coordination, and operational execution
• On-time performance and service delivery management
• Safety & Compliance
• Ability to obtain and maintain SIDA credentials and ramp driving authorization
• Knowledge of airfield, ramp safety, and operational compliance requirements
• Commitment to quality, food safety, and regulatory standards
• Communication & Customer Service
• Strong verbal and written communication skills
• Airline customer and stakeholder relationship management
• Customer service, conflict resolution, and service recovery
• Leadership & Decision Making
• Frontline team leadership and coordination
• Independent decision-making and sound judgment in time-sensitive environments
• Problem-solving, critical thinking, and disruption management
• Ability to influence outcomes and drive accountability across cross-functional teams
• Administrative & Technical Skills
• Proficiency with Microsoft Office and operational systems
• Data analysis, reporting, and record management
• Strong attention to detail and organizational skills
• Continuous Improvement
• Root cause analysis and process improvement
• Performance monitoring and operational metrics management
• Continuous improvement mindset focused on safety, service, and efficiency

Qualifications

• Education: H.S. diploma required
• College/Degree preferred
• Work Experience: Minimum 3 years of experience working in a customer service capacity required
• 1-year experience directing the work of others
• Previous experience in airport operations, logistics, transportation, customer service, airline operations, or catering operations preferred.
• Experience in airline, airport, ground handling, catering, logistics, transportation or other operational environments.
• Ability to thrive in a fast-paced, time-sensitive operation requiring rapid decision-making and prioritization.
• Strong communication, problem-solving, and customer service skills.
• Ability to coordinate multiple activities simultaneously while maintaining a high level of accuracy and attention to detail.
• Proficiency in operational systems, reporting tools, and Microsoft Office applications.
• Ability to work flexible shifts, including weekends, holidays, and irregular hours as required by operational needs.

What Success Looks Like

• Safe and compliant operations.
• Strong on-time service performance.
• Effective communication across stakeholders.
• Rapid resolution of operational issues.
• High customer satisfaction and operational reliability.
• Continuous improvement in safety, quality, and performance metrics.

Technical Skills

• 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

Language / Communication Skills

• Excellent written and oral communication skills.

Job Dimensions

• Geographic Responsibility: Unit
• Type of Employment: Full time
• Travel %: N/A
• Exemption Classification: Exempt

Internal Relationships

• Drivers, dispatchers and the catering teams

External Relationships

• Airline Customers

Work 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/A

Organization Structure

• Direct Line Manager (Title): Director or Manager, Ops Transport
• Dotted Line Manager (Title, if applicable): N/A
• Number of Direct Reports: 0
• Number of Dotted Line Reports: 0
• Estimated Total Size of Team: 1

Competencies Required to be Successful in the Job

• Thinking – Information Search and analysis & problem resolution skills
• Engaging – Understanding others, Team Leadership and Developing People
• Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively
• Achieving – Delivering business results under pressure, Championing Performance Improvement and Customer Focus

Values

• Excellence: We 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.
• Passion: Hospitality, 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.
• Responsibility: We 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.
• Respect: Every 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.

Additional Information

For further information, please visit www.gategroup.com.