- Management Experience
- Project Management
- Customer Service
- Leadership Experience
- Sales Experience
This position is responsible for overseeing all aspects of account management and Sales & Service functions, including communication with the airline head office and local airport office where the operational unit is located.
Main Duties & Responsibilities:
Ensures compliance with all customer and airline service requirements by maintaining performance on customers as specified in the contract.
Responsible for developing and maintaining a good, professional working relationship with both the customer kitchen Management & staff, and Corporate headquarter team members, establishing a clear line of communication at all levels.
Monitors communications between the Account Services Group including pricing, billing and menu design specification, and Corporate Culinary departments and the customer.
Liaises with unit Account Manager to provide account-specific training to Unit personnel as required. Ensures that all kitchen personnel are trained on all type of customer aircraft and have current loading diagrams and configurations.
Maintains prompt and effective communications with customers and operations staff to resolve issues.
Monitors unit performance and takes a proactive position in ensuring that quality service standards, unit hygiene, HACCP, billing accuracy, and inventories are maintained at the highest level. Conducts hygiene & performance follow up reviews with kitchen management & staff, while ensuring prompt turnaround response to the customers.
Serves as the primary contact for all day to day operational communications working with each designated kitchen Account Manager as well as Account Services Group; communicates with the customer as assigned with the ability to develop business relationships which allow for root cause issue resolution.
Acts as the single point of contact with the airline and should be available on call to respond to customer phone calls, e-mails, and telex inquiries.
Must work with the assigned Corporate and kitchen Chefs to ensure proper menu specifications and directions are followed.
Works with the designated kitchen Account Manager to ensure all inventories for equipment and liquor meet customer requirements and are reported in the airline systems on time and accurately each month.
Responds to airline comments or complaints in a timely manner with a 48 hour period from the time the comment/complaint was received.
Arranges customer visits including meal presentations at the Operations unit. Assists Sales & Service Director with customer meal presentation and RFP kick-offs calls and strategy sessions.
Participates in weekly conference calls with the Director, Sales & Service to discuss sales issues.
Prepares for and delivers regular reviews/reports with the internal and external customers about the activities and results of the project team.
Serves as the “voice of the customer” within the project team and gategroup
Champions improvement initiatives on behalf of the project team
Responds to customer requests
Works with gategroup colleagues to identify and implement best practices.
Ensures processes and procedures are in place to fulfill all gategroup performance and delivery obligations.
Ensures proper communication and training in such processes and procedures for the project or delivery teams.
Develops excellent business relationships with all customer contacts and identify opportunities to grow gategroup business
Liaises with the gategroup colleagues on all significant account issues
Develops standard operating procedures to ensure customer deliverables standards are met.
Fluency in English and Mandarin or Cantonese is preferred.
Bachelor’s Degree or 4 years equivalent work experience in Sales & Service.
5-7 years experience in Sales, airline and/or airline catering required
Previous project management experience preferred
Experience in a food related industry is preferred with exposure to multi-ethnic cuisines.
Experience working with international clients is advantageous to the position.
A background in revenue management and/or pricing is preferred but not mandatory.
Fluency in English and Mandarin/ Cantonese is preferred.
Technical Skills: (Certification, Licenses and Registration)
Strong organization and/or project management skills
Large scale catering operations or logistics, airline catering experience preferred
Sales and/or customer service experience
Able to shift roles and responsibilities as business needs change.
Able to work effectively in a team environment.
Able to find innovative ways to solve problems
Language / Communication Skills:
Excellent verbal and written skills, ability to present proposals and performance data, comfortable interfacing with senior executives. Fluency in a foreign language is beneficial to the position, however not mandatory.
Geographic Responsibility: North America
Type of Employment: Full Time
Travel %: Willing to travel domestically and internationally as required.
Exemption Classification: Exempt
Internal Relationships: Operations, corporate counterparts
External Relationships: Customers, vendors
Work Environment / Requirements of the Job: Extended work hours, High degree of confidentiality, Working knowledge of kitchen operations, Domestic and International customer experience in an operational setting, Combination of office and field (kitchen/CPU/supplier) work
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.
Candidates will be required to go through Pre-employment drug screen, criminal background check, and/or airport fingerprinting.
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:
Keywords: Sales and Service Manager, Sales Manager, Customer relation Manager, Customer Service manager, Airline manager, Airline Customer Service Manager