Job Description

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

Pay Information: $80,168.40 to $92,196

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.

Qualifications

· 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.

Language / Communication Skills:

· English full proficiency.

· Excellent written and oral communication skills.

Job Dimensions

Geographic Responsibility: Unit

Type of Employment: Full time

Travel %: N/A

Exemption Classification: Exempt

Internal Relationships: Works closely with drivers, dispatchers, and catering teams to ensure safe, efficient, and on-time operations.

External Relationships: Interacts directly with airline customers and airport stakeholders; represents the company in a professional and customer-focused manner.

Work Environment / Job Requirements: Based in the Airport Tower supporting a 24/7 operation. Rotates between day, night, weekend, holiday, and vacation-relief shifts. May support charter flights, irregular operations, and special events including but not limited to, Flight Attendant and/or Airport Customer Service engagement. Performs other related duties as assigned.

Budget / Revenue Responsibility: N/A

Organization Structure

Direct Line Manager (Title): Account Manager or Operations/Transport Manager or Director

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 at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone:

· 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.

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:

11/11/2026

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If you want to be part of a team that helps make travel and culinary memories, join us!