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Gate Gourmet, Inc

Rep, Ops, Transport, Tower

Flushing, NY, United States

$66,300- $70,000

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Job details

Pay: $66,300- $70,000
Apply by: Nov 11, 2026
Experience: Minimum 3 years of experience working in a customer service capacity required
Posting language: English
Posted: Nov 6, 2026

Original 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 environmentAnnual 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.

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.

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

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.
To be considered for this position, please submit your application by 10/29/2026

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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