Emily Ho

• Perform airport operations, safety, security, and customer service functions in accordance with local, state, and federal regulations.
• Conduct routine inspections of airport facilities, terminals, roadways, parking areas, and operational areas to identify safety, security, and maintenance concerns.
• Monitor airport activities and respond to operational issues, customer concerns, and emergency situations while maintaining a safe and secure environment.
• Apply and interpret airport regulations, security requirements, and operational procedures to support compliance and efficient airport operations.
• Utilize radios, telephones, and other communication systems to coordinate activities and relay operational information among airport stakeholders.
• Assist with traffic and parking control activities while supporting safe vehicle and pedestrian movement throughout airport property.
• Maintain accurate reports, records, logs, and operational documentation.
• Operate airport vehicles safely while conducting inspections, responding to incidents, and supporting operational needs.
• Respond to incidents, emergencies, and irregular operational events while coordinating with airport personnel, airlines, contractors, and public safety agencies.
• Provide professional customer service and conflict resolution to passengers, tenants, vendors, and members of the public.

• Conducted routine inspections of equipment to ensure proper functionality.

• Supervised daily airline operations across multiple departments to ensure safe, efficient, and customer-focused service.
• Managed staffing assignments and employee schedules while monitoring operational performance and service levels.
• Coordinated operational responses to delays, cancellations, weather impacts, and other irregular operations.
• Served as a liaison between flight crews, airport personnel, operational departments, and external stakeholders.
• Responded to medical emergencies, operational incidents, and safety-related events following established procedures.
• Utilized radio communications and operational systems to coordinate activities and communicate critical information.
• Conducted employee meetings focused on safety, operational performance, policy updates, and continuous improvement.
• Compiled operational reports, analyzed station metrics, and supported performance improvement initiatives.
• Ensured compliance with FAA, TSA, DOT, and company regulations, including proper handling of Sensitive Security Information (SSI).
• Completed a six-month assignment in the Station Command Center, overseeing station-wide operations, assessing risks, and coordinating with the Network Operations Center.
• Collaborated closely with ramp operations, baggage services, and airport personnel to maintain efficient aircraft turnaround operations.

• Supervised daily operations to ensure efficient service delivery.
• Trained and mentored team members on customer service standards.
• Coordinated schedules to optimize staffing levels during peak hours.

• Assisted passengers with reservations, ticketing, boarding, baggage services, and travel-related inquiries in a high-volume airport environment.
• Managed rebooking and rerouting of passengers during flight disruptions and irregular operations.
• Operated multiple airline systems and technology platforms to support daily operations and maintain accurate records.
• Coordinated boarding and departure processes while ensuring compliance with safety and security requirements.
• Monitored passenger loads, flight schedules, and operational conditions to support on-time performance.
• Communicated effectively with passengers, flight crews, and operational teams using radios and other communication systems.
• Resolved customer concerns and complaints through effective communication and conflict-resolution techniques.
• Worked efficiently in time-sensitive environments while maintaining a high level of customer service.
• Safely handled baggage and equipment exceeding 50 pounds while adhering to safety standards.

• Assisted passengers with check-in procedures and travel documentation.
• Resolved customer inquiries and complaints effectively and professionally.
• Coordinated baggage handling processes to ensure timely delivery.

• Collaborated in professional team to solve workflow issues.
• Analyzed problems and worked with teams to develop solutions.
• Sorted and organized files, spreadsheets, and reports.
• Participated in workshops and presentations related to projects to gain knowledge.