The OBS Atlanta Catering Operations Manager is responsible for leading a team of customer service representatives (CSR’s) for the Atlanta On Board Services – Catering Operations. This position is responsible for the daily oversight of the Catering Specifications for all catering facilities i.e. (DFK, IFK, DCC and MLC), to include quality control processes and innovative engagement initiatives for the flight crews. An example of this work includes daily review/analysis of flight builds, frequent interaction with the flight crews, and the respective catering facilitates. The OBS Operations Manager Must efficiently perform a variety of duties according to the functional work area assignment: however, under certain circumstances, personnel may be required to perform all functions. Provides real-time feedback to catering vendor leadership to ensure correction of errors in the catering process. Responsible for tracking and trending of Flight and Cart audits, to determine process compliance opportunities to mitigate MI-19’s.Responsible for the implementation of “Surprise and Delight” Initiatives as part of the ATL OBS Strategy for an “elevated catering experience”. Responsible for coordinating and trending galley audits, during catering to mitigate missing item concerns/occurrences.Responsible for reviewing FACTS to determine opportunities for improvement, process changes and resource allocations. Responsible for establishing a process to service/restock “hold items” from a terminal access vantage to reduce dependencies on truck dispatches. Serves as a product and mileage SME for ATL catering specifications with IFS and OBS.Responsible for the review of MI-19 trends, destinations, and flight crews and the respective corrective actions to avoid reoccurrence.Serves as a point of contact for the OBS ATL Community (Business Partner, Tower, OBS Leaders), to escalate issues/concerns as necessary to avoid service impact.Constant focus and adherence to published policies, procedures and provisioning specifications, reviewing supplier performance and best practices and determine corrective actions when necessary. Required to support a 24/7 operation. Reports to the respective Facility Manager or General Manager and will be assigned special projects and/or tasks as required to maintain business continuity. Manages and evaluates Customer Service Representatives as designated. Performs quarterly reviews for each direct merit report through the established performance management system. Participates in Weekly Performance Reviews along with various OBS operational reviews. Prepares data to present action plans and details at divisional MPR. Partners with corporate level catering management to drive caterer performance at the system level. Interfaces with OBS base leaders on various issues staying in constant contact and provide subject matter expertise on capabilities and limitations.Work with ACS & IFS base leadership to improve inter-divisional and inter-departmental relationships.
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