Tower Transportation Representative

gate group; Schiller Park (IL); On-site; USD 59,000 - 72,000; Full time

Benefits offered by this job

Paid time off

401k with company match

Company sponsored life insurance

Medical, dental, vision plans

Voluntary short-term/long-term disa b.

Voluntary life, accident, and hospital

Employee Assistance Program

Employee Discounts

Weekly pay for union employees

Free hot healthy meals for unit ops

Job summary

gategroup is seeking motivated staff to enhance airline journey experiences. This role, based in the airport tower, serves as the primary company representative handling gate changes, aircraft swaps, and delays for our major customer operations.

Annual hiring range is $65,000.00 per year with comprehensive benefits. The position rotates between day and night shifts, working with dispatch, catering, and transportation teams to ensure timely service.

Qualifications

• H.S. diploma required; Associate’s degree preferred.
• Minimum 3 years in a customer service role.
• 1 year directing the work of others.
• Airline industry experience preferred.
• Able to work in an airport tower environment.

Responsibilities

• Analyses data from screens and communicates airline changes to dispatch and catering teams.
• Monitors arrivals/departures and ensures flights are catered as assigned.
• Monitors ramp operations and escalates delays affecting timelines.
• Provides timely information to SOC after reviewing international strips.
• Makes operational decisions and coordinates with transportation teams on the field.
• Represents company in delay discussions and researches delay contingencies.
• Tracks flight, gate, meal orders and changes.
• Serves as back-up supervisor on the ramp and guides workflow.
• Verifies run sheets and adherence to customer specs.
• Logs customer calls and recommends issue resolution.

Skills

Excellent communication

Strong customer service

Detail oriented

Multi-tasking

Ability to drive on the ramp

Independent decision making

Education

High school diploma

Associate degree preferred

Job description

We’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/Hourly Rate:

• $65,000.00 /Per Year

Benefits, US

• 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
• Employee Discounts
• Weekly pay for union employees
• Free hot healthy meals for unit operations roles

Main 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.

Qualifications

Education:

• H.S. diploma required
• Associate’s degree preferred

Work Experience:

• Minimum 3 years of experience working in a customer service capacity required
• 1 year experience directing the work of others
• Experience working in the airline industry is preferred

Technical Skills: (Certification, Licenses and Registration)

• 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

gategroup 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

Demonstrated Values to be Successful in the Position

Employees atgategroupare expected to live ourValues of Excellence,Passion,Responsibility and Respect. TodemonstratetheseValues, we expect toobservethe following from everyone:

Excellence

• We put the customer at the forefront of everything we do, taking time to understand their needs,wishesand desires.

• We constantly learn by giving and receiving feedback,improving fromourmistakesand 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 usdeterminedto 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 outforeach other–creatinga 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 onegategroup.

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: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

We anticipate that this job will close on: 11/22/2026