Terminal Operations Specialist

Job Description

The Terminal Operations Specialist monitors and coordinates daily tasks to ensure the safe, efficient movement of passengers throughout the terminal while emphasizing a commitment to a world-class guest experience. Responsibilities include troubleshooting service level failures, monitoring critical systems, responding to calls, and conducting terminal and safety inspections. This role supports Terminal B operations by addressing the requests and concerns of airport tenants, staff, customers, and government agencies. It further includes oversight of facilities-related contract management. This role reports to the Operations Manager and requires the ability to work autonomously while exercising sound judgment with a focus on operational excellence. 

Major Duties and Responsibilities:

• Working with personnel and programs to enhance the airport terminal and curbside operations, ensuring safe and efficient flow of passengers through the terminal facilities while promoting a world-class guest experience.  
• Establishes strong working relationships and effective liaisons with all stakeholders, including airlines, tenants, business partners, and government agencies. 
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance while encouraging Terminal B brand standards to be adhered to.  
• Utilizes the terminal inspection program, performance measurement tools, and standards to improve overall performance and guest experience.  Continually monitors and analyzes data on the area of responsibility and makes recommendations on process improvement. 
• Directs and monitors daily performance of company subcontractors. 
• Supports Terminal B rules and regulations by reinforcing the Terminal B Breach of Rules program (TBBOR).  
• Directs guest service efforts of partners and subcontractors during periods of irregular operations. 
• Monitors daily allocation of common-use resources; troubleshooting scheduling conflicts as they arise while maintaining a strong focus on guest experience.   
• Supports the snow team during winter operations. 
• Responds to incidents/accidents and conducts investigations/completes related reports as necessary. This includes, but is not limited to, in-person response to potential security breaches within program guidelines.  
• Coordinates with the Port Authority, airlines, tenants, and operations personnel in emergency situations. 
• Dispatches LGP staff and support teams, including vendors. 
• Responds to a high volume of emails, phone calls, and two-way radio communication to support an established communication plan.  
• Appropriately escalates support/service requests as needed.  
• Generates and tracks work orders in the Computerized Maintenance Management System (CMMS).  
• Monitors site systems, assesses trends, investigates abnormalities, and may coordinate corrective action. 
• Monitors and operates the security access system and coordinates response appropriately. 
• Monitors CCTV surveillance cameras for activity and initiates security response when necessary. 
• Maintains a daily log of terminal activities, including appropriate details for situations that may require follow-up. 
• Prepares various reports for internal and external stakeholders as required. 
• Communicates effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts. 
• Assists the operations management team with the onboarding and training of newly hired team members.  
• Acts in the position of On-Duty Terminal Operations Manager if required.  
• Performs all other duties as required. 

Competencies and Skills: 

• Knowledge of SMS 
• Operations background preferred. 
• Customer service-focused. 
• Excellent computer skills 
• Presentation skills 
• Excellent written and oral communication skills 
• Ability to work in a high-pressure environment. 
• Facilities knowledge 
• Routinely carries/lifts, moves, transports, and positions items weighing up to 50 pounds. 
• Ability to remain on your feet for several hours at a time.  
• Ability to multitask 
• Strong decision-making skills 
• Critical Thinking
• Project and time management skills 
• Ability to work collaboratively with others to solve issues. 

Education and Experience: 

• Bachelor’s degree (aviation major a plus), or equivalent relevant experience 
• 3 years of Operations experience in the hospitality field or an aviation or airport setting 
• Experience working effectively in a regulated environment. 
• Knowledgeable in airport airside and terminal operations 
• Valid Driver’s License  
• Perks and Benefits  
• Health, Medical, Dental, Life, etc. 
• Commuter Benefits  
• Flexible Spending Account