Gate Coordinator

Overview

People. Passion. Pride. This is what has driven our team since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

The Gate Coordinator is responsible for coordination between wheelchair agents, gate agents, airline personnel, airport operations, supervisors, and passengers. The coordinator monitors service requests, assigns and dispatches wheelchair personnel, tracks passenger movements, manages gate activity, and helps ensure service standards and operational requirements are consistently met.

What you will be doing:

• Coordinate wheelchair and mobility assistance services for arriving, departing, and connecting passengers.

• Monitor wheelchair service requests and ensure passengers are assisted within established service standards.

• Dispatch wheelchair agents to assigned gates, aircraft, terminals, baggage claim areas, and other designated locations.

• Monitor the status and location of wheelchair agents and assignments throughout the shift.

• Coordinate passenger transfers and connections requiring wheelchair assistance.

• Communicate changes in passenger needs, flight schedules, gate assignments, delays, and other operational conditions to the appropriate personnel.

• Monitor staffing and equipment levels to support operational demand.

• Reassign personnel as needed to address changing passenger volumes and flight activity.

• Assist with prioritizing wheelchair requests based on passenger needs, flight schedules, connections, and operational requirements.

• Maintain awareness of arriving and departing flights and anticipate wheelchair service demand.

• Maintain communication with airline gate agents and airport personnel regarding passenger assistance needs.

• Coordinate wheelchair coverage for scheduled departures and arriving flights.

• Monitor gate activity and identify potential service delays or operational concerns.

• Communicate with supervisors regarding staffing shortages, service delays, passenger concerns, equipment issues, and other operational challenges.

• Support efficient movement of wheelchair agents throughout the terminal while maintaining compliance with airport procedures.

• Coordinate with other operational teams when passenger assistance requires additional support.

• Perform other duties as requested.

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

What we are looking for:

• High School diploma or equivalent.

• Must have good working knowledge of office environment software applications (word-processing, spreadsheet, data management).

• Must be 18 years of age or older.

• Previous airport and/or customer service experience preferred.

• Previous radio / phone dispatch experience desirable.

• Previous supervisory experience preferred.

• Treat all information as confidential.

• Posses the tact to deal with all levels of situations, client representatives, employees and the public.

• Ability to work from verbal and written instructions.

• Ability to communicate in English clearly and concisely verbally and in written form.

• Must be detail-oriented and perform with minimal supervision.

• Must be able to handle multiple situations simultaneously.

• Must have excellent radio/telephone skills.

• Must be able to lift, stoop, squat, push, stand and/or bend throughout the shift.

• Must be able to lift, carry and/or hold up to 75 lbs.

• Must pass pre-employment and random drug test.

• Must complete a criminal background check.

• Provide professional, courteous, and respectful service to passengers requiring mobility assistance.

• Treat every passenger with dignity and respect while maintaining appropriat