Zachary Fall

• Provides leadership to the Integrated Operations Centre (IOC) Coordinators
• Monitors to ensure ramp activities are effective and efficient and GHA performance is at appropriate level and intervenes as required
• Directs and participates in the operations of terminal buildings, including concourses, terminals, gate areas, ramp areas, concession areas, interior and exterior of buildings, sidewalks, and public access roadways to assure the safety, security and efficiency of terminal and ground transportation operations
• Monitors the activities of tenants, licensees, maintenance, and security personnel during assigned shift, to ensure compliance with airport terminal standards and regulations
• In collaboration with the safety and security function, reviews and acts on operational problems involving terminal safety, security, federal certification, and related matters as they impact the airlines, tenants, passengers, and the general public
• Resolves operational problems by ordering actions or notifying appropriate airport, airline, or security personnel
• Reviews reports of problems or incidents and recommends and implements appropriate remedies
• In emergency situations, coordinates terminal activities with police and other emergency personnel during incidents and while returning the terminal to normal operation
• Develops and implements programs to maintain records of all incidents

Individual Functions: Managing terminal resource allocation and planning through: Serving as the Point-of-Contact for airline slot request submissions

• Developing seasonal Gate, Check-in Counter, and Bag room plans for all airlines and distributing information to terminal community as necessary
• Creating analyses on perspective airlines for terminal resource fit
• Coordinating with local government agencies to ensure planned staffing suffices seasonal airline activity.
• Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.

• Establishes, builds strong working relationships, and liaisons with all stakeholders, including Airlines, Ground Handlers, business partners and government agencies
• Conducts daily performance evaluations/inspections/audits
• Responds to incidents/accidents, conducts investigations as necessary, and prepares Medical/Incident reports
• Coordinates and dispatches service calls for subcontractors
• Initiates, receives, and actions communication via radio and telephone
• Manages/executes daily operational gate/hardstand, check-in, and baggage belt plans, and coordinates airlines’ metering time
• Enforces rules and regulations, and issues warnings and infractions
• Assists management with other tasks/projects as needed
• Provides customer service to the traveling public.

• Monitors terminal activities and takes appropriate steps to mitigate any safety, security or other concerns
• Conduct facility inspections of terminal, concourses, apron and curbside to ensure good operational order and facility cleanliness that meet and exceed industry standards
• Responds to terminal and airside events including breaches and guest services concerns
• Responds to Operations Center calls, emails from customers, airport tenants and government agencies
• Coordination with on-site government personnel to help resolve concerns relating to terminal operation
• Curbside management
• Airside Management
• Maintains records of all incidents in the electronic Operations log
• Analyzes Operations log entries to identify trends
• Provide daily reports
• Identify and report any areas of underperformance
• Monitors BMS, FAS, SCADA and other systems for alarms, trouble and status as required
• Work Order Management
• Field support calls from terminal stakeholders
• Provide troubleshooting steps to identify and resolve issues
• Create, manage, and track the status of work orders in Maximo
• Dispatch LGP staff and support teams including vendors
• Supervise and perform snow operations at the terminal and ensure that all operational areas are ready for use.

• Efficient operation of the Guest Experience Desk, answer guest questions and provide a tailored experience based on their interests and agenda
• Understand who our guests are, effectively anticipate their needs and develop progressive solutions, and thus create a robust experience
• Be service minded and collaborate with colleagues and partners to report service issues to the appropriate departments – facility issues, destressed passenger, emergency, and suspicious activity (police, medical, or fire)
• Assist with basic research of local events and attractions – conventions, festivals, museums, etc., and update the activity information log
• Monitor the guest support email, compose persuasive and tactful responses to customer questions or concerns
• Assist guests with lost property claims, use lost & found database to register claims, and connect found items with guests when found
• Be the main Guest Experience point of contact during evenings and weekends
• Support the Specialist, Guest Experience with terminal special events and experience related activities, efficiently coordinate logistics and monitor hosts within concourse
• Be familiar with LGA Airport website and maintain a working knowledge of its contents.

• Provide on-call coverage and serve as first response to any issues affecting the 200+ residents of the Vaughn College Residence Hall during evenings, overnight hours, weekends, and holidays
• Oversee a floor of 42 residential students living in suites with single, double, and triple rooms
• Mediate student conflicts, enforce residence hall policies and document violations
• Perform routine health and safety room inspections as well as wellness checks on students
• Assist with facilities management tasks such as reporting damages and areas in need of repair
• Handle administrative and organizational tasks such as maintaining room key records, lockout logs and room condition reports
• Plan and facilitate social and educational floor events to develop hall community, working with a budget of $5,000 - 6,000 per semester
• Help new and returning students with adjustment issues, providing referrals as needed.