About Us:

LaGuardia Gateway Partners (LGP) is the private developer and manager of the state-of-the-art Terminal B at LaGuardia Airport. With our new award-winning $4B terminal now complete, LGP is seeking talented individuals to help us achieve ongoing excellence in terminal operation and guest experience. Get onboard and join the team transforming the NYC travel experience.

Job Summary:

The Terminal Operations Specialist monitors and coordinates daily tasks that are intended to ensure the safe and efficient movement of passengers throughout the terminal while also emphasizing commitment to providing a world-class guest experience. Responsibilities include trouble-shooting service level failures, monitoring critical systems, responding to calls, and conducting terminal and safety inspections. The focus of this role is to support Terminal B operation by attending to the requests and concerns of airport tenants, staff, customers, and government agencies. It further includes oversight 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 are 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 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.

• Dispatch LGP staff and support teams including vendors.

• Respond to a high volume of emails, phone calls and two-way radio communication to support an established communication plan.

• Appropriately escalate support/service requests as needed.

• Generate and track work orders in Computerized Maintenance Management System (CMMS).

• Monitors site systems, assesses trends, investigates abnormalities, and may coordinate corrective action.

• Monitors and operates security access system and coordinates response appropriately.