Position SummaryThe Airline Account Administrator serves as a key liaison between dnata Catering and assigned airline customers, ensuring the successful coordination and execution of inflight catering services. This role supports daily account operations, maintains strong customer relationships, ensures accurate documentation and compliance, and collaborates closely with Operations, Culinary, Logistics, Quality Assurance, and Commercial teams to deliver exceptional service.The Airline Account Administrator is responsible for supporting airline account performance, coordinating service requirements, resolving operational issues, and ensuring customer expectations are consistently met. This position plays a critical role in maintaining customer satisfaction while supporting operational excellence in a fast-paced aviation catering environment.ESSENTIAL FUNCTIONS AND RESPONSIBILITIESClient Relationship Management
Serve as the primary point of contact for assigned airline customers regarding day-to-day operational matters.
Build and maintain strong customer relationships through proactive communication and responsiveness.
Understand airline-specific service requirements and ensure operational teams are aligned with customer expectations.
Communicate operational updates, service changes, and issue resolutions to airline customers in a timely manner.
Assist in managing customer requests, service enhancements, and special catering requirements.
Operational Support & Coordination
Support Account Managers in overseeing inflight catering operations for assigned airline accounts.
Coordinate with Production, Logistics, Transportation, and Operations teams to ensure accurate and timely flight catering execution.
Monitor daily flight schedules and ensure all service requirements are communicated and executed correctly.
Provide real-time operational support and problem-solving for service disruptions, delays, shortages, or last-minute changes.
Assist with account startups, airline transitions, and special projects as required.
Documentation, Compliance & Administration
Ensure Flight Administrators accurately complete boarding bills, CCP documentation, flight paperwork, and customer-required reports.
Verify operational documentation is complete, accurate, and compliant with customer and regulatory requirements.
Support training and onboarding of new Flight Administrators and operational support staff.
Maintain customer records, service specifications, and account documentation.
Assist with audit preparation and customer compliance reviews.Inventory & Quality Management
Monitor inventory requirements and equipment availability for assigned airline accounts.
Partner with Inventory, Purchasing, and Operations teams to ensure product availability and service continuity.
Ensure all products, equipment, and service items meet customer specifications and quality standards.
Escalate inventory shortages, quality concerns, or service risks to appropriate leadership.
Support corrective action initiatives when quality or service issues occur.
Customer Service Excellence
Deliver exceptional customer service while maintaining professionalism and urgency.
Address customer concerns promptly and provide effective solutions.
Manage service recovery efforts and communicate resolutions appropriately.
Ensure airline partners receive consistent, high-quality support and service.
Continuous Improvement & Collaboration
Collaborate with internal departments to improve operational efficiency and customer satisfaction.
Participate in account review meetings and operational discussions.
Provide feedback on process improvements and customer service enhancements.
Support Commercial and Operations teams with customer presentations, service reviews, and special projects.
Embrace new opportunities and challenges with a sense of urgency, accountability, and professionalism.NON-ESSENTIAL FUNCTIONS
Perform other duties as assigned by management.
EDUCATION & EXPERIENCE
High School Diploma or GED required.
Associate’s or Bachelor’s Degree in Business Administration, Hospitality, Aviation Management, or a related field preferred.
Minimum of 2 years of experience in customer service, account management, airline catering, aviation, hospitality, or operational support.
Previous experience supporting airline accounts or inflight catering operations preferred.
QUALIFICATIONS
Strong customer service and relationship management skills.
Excellent verbal and written communication skills.
Strong organizational and multitasking abilities.
Ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving and decision-making skills.
Proficiency in Microsoft Office Suite, including Excel, Outlook, Word, and Teams.
Ability to interpret operational reports and customer requirements.
Valid driver’s license required.
Must meet requirements necessary to obtain and maintain an airport-issued Port Authority ID and TSA clearance.
Ability to read, write, and communicate effectively in English.
Flexible schedule including weekends, holidays, and varying shifts as business demands require.
Commitment to safety, quality, and customer satisfaction.
INTELLECTUAL / SOCIAL DEMANDSWhile performing the essential functions of this position, the employee is continuously required to multitask under time-sensitive conditions. The position requires a high level of attention to detail, accuracy, and compliance with customer specifications and operational procedures. The employee must effectively communicate with internal departments and external airline customers while maintaining professionalism and service excellence.The role requires consistent attendance, punctuality, sound judgment, and the ability to prioritize competing demands in a fast-paced operational environment.PHYSICAL DEMANDSWhile performing the duties of this position, the employee is regularly required to stand, walk, reach, bend, stoop, kneel, and occasionally lift and/or move up to 30 pounds.Employees are expected to follow all safety and security procedures, report unsafe conditions, and utilize equipment and materials properly.WORK ENVIRONMENTThe essential functions of this position are performed in both office and operational environments. The employee may regularly visit production kitchens, warehouse areas, loading docks, airline ramp operations, and airport facilities.The employee may be exposed to varying temperatures, loud noise levels, operational equipment, and outdoor weather conditions while supporting airline operations.dnata Global ValuesWe are safe - We prioritize safety in every action and decision we make.We play to win - We drive results and celebrate success.We respect everyone and work as a team - We treat people with dignity and achieve more through collaboration.We are future-thinking - We innovate, adapt, and continuously improve.We will deliver the promises our customers make We execute with excellence to ensure our customers’ commitments are fulfilled every day.