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About the Role

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.

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.

Requirements

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.
Strong verbal and written communication skills.
Airline customer and stakeholder relationship management.
Customer service, conflict resolution, and service recovery.
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.
Proficiency with Microsoft Office and operational systems.
Data analysis, reporting, and record management.
Strong attention to detail and organizational skills.
Root cause analysis and process improvement.
Performance monitoring and operational metrics management.
Continuous improvement mindset focused on safety, service, and efficiency.
H.S. diploma required.
College/Degree preferred.
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.
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.
Excellent written and oral communication skills.

Skills

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
Communication & Customer Service
Leadership & Decision Making
Administrative & Technical Skills
Continuous Improvement
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

Location

Airport Tower

Work Type

Full time
Exempt

Experience Level

Entry-level supervisory role
Minimum 3 years of experience working in a customer service capacity required
1-year experience directing the work of others

Education Level

H.S. diploma required
College/Degree preferred

Salary/Compensations

$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

About the Company

We’re looking for motivated, engaged people to help make everyone’s journeys better.
If you want to be part of a team that helps make travel and culinary memories, join us!

Equal Opportunity

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