Specialist, Operations, Transport, Tower

Airline Operations Coordinator

We're looking for motivated, engaged people to help make everyone's journeys better.

Main Duties and Responsibilities:

• 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.
• Communicates airline changes and updates to the unit dispatch and catering teams. Provides accurate and timely information regarding the operation.
• Proactively informs supervisor/dispatcher of operational changes and speaks 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.
• 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 helps to resolve on-going issues.

Qualifications

Education:

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

Work Experience:

• Minimum 2 years of general work experience in a customer service capacity required
• Experience working in the airline industry is preferred

Technical Skills: (Certification, Licenses and Registration)

• Have basic computer skills
• Strong customer service skills
• Able to drive on the ramp
• Able to multi-task in a dynamic customer environment
• Detail oriented
• Able to keep calm in high pressure environment
• Able to work with a minimum of supervision/off-site environment
• Able to communicate status changes to all parties in a timely manner
• 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: Non - Exempt
• Internal Relationships: Drivers/Dispatchers and catering teams
• External Relationships: Airline Customers
• Work Environment / Requirements of the Job: Work in the airport Tower or airport Operation Center. This position will rotate periodically between day shift, night shift and vacation relief.
• Budget / Revenue Responsibility: na

Organization Structure:

• Direct Line Manager (Title): Manager, Ops, Transport
• Dotted Line Manager (Title, if applicable): na
• 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:

• We treat each other with respect and we act with integrity
• We communicate and keep each other informed
• We put our heads together to problem solve and deliver excellence as a team
• We have passion for our work and we pay attention to the little details
• We foster an environment of accountability, take responsibility for our actions and learn from our mistakes
• We do what we say we will do, when we say we are going to do it
• We care about our coworkers, always taking an opportunity to make someone's day better

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.