LOADING
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Staff Interviews

Expanding my field of activity
to direct operations.

Yutaka Matsumoto

Joined NRTAS in 2010

General positions
  • Passenger Services
  • Ground Handling
  • Operations Management
  • New graduate recruiting
blue grade

Experience in Passenger Services
and Ground Handling Services.

I started my career as ground staff for ANA’s international routes. I spent about six years mainly checking in passengers and performing gate duties, where I also gained experience working with foreign airlines and domestic routes. I assumed the position under the duty manager  and felt like I had pretty much done all the service-related jobs in the Passenger Services Division. This is when my transfer to the Ground Handling Services Division was decided. From working in Passenger Services, I knew that our daily operations were closely intertwined with those of Ground Handling Services, but I did not have a deep understanding of what the division’s work involved. With this transfer, I thought that I would gain the knowledge needed to get flights off the ground as well as a clearer understanding of the big picture of airport handling operations, which I only partially understood. I was excited about this opportunity.

Over five years in the Ground Handling Services Division, I mainly worked in loading and unloading cargo and luggage. Although technically I had my driver’s license, I was not comfortable driving a car, so it took me longer than most people to get accustomed to operating ground support equipment. It was also sometimes physically challenging to work outside in all types of weather, but the people I worked with graciously helped me out and I learned the skills to do my job well.

After a temporary assignment at Narita City Hall,
I was transferred to Hanoi Airport.

I got an opportunity to temporarily work outside of NRTAS, at the Public Relations Section of Narita City Hall, during the COVID-19 pandemic. I was mainly in charge of compiling the monthly magazine sent out to city residents. I met a lot of locals through working on stories for the magazine, and talking with them reaffirmed for me how community ties are integral to NRTAS’ existence.

When I came back from this assignment, I worked in the General Administration Section of the General Administration Division. Thanks to my experience working in both Passenger Services and Ground Handling Services, I was then transferred to Vietnam to work at Hanoi Airport for a year as the assistant manager to the Airport Director. I was responsible for departing and arriving flights and served as duty manager, meaning I was in charge of everything for that day. The biggest challenge was managing the handling companies that were outsourced service providers. Overseas airports in general tend not to be as strict with time management as Japan, and this different mindset created headaches for me. I experienced firsthand how hard it is to change how people think about time, like trying to motivate staff to make up for the time lost when a flight was late. Among overseas airports, Hanoi Airport has some of the shortest turnaround times from when a flight lands to when it departs, and one of my biggest learnings there was time management skills to get things done efficiently with a limited number of staff.

Building more personal connections
makes work go more smoothly.

I currently work in the Operations Management Division in charge of flight process management as the Handling Controller and Flight Management Officer (FMO). I think this is where my experience in Passenger Services and Ground Handling as well as at an overseas airport can best be put to use. Specifically, I monitor whether the cabin cleaning, catering, maintenance and other tasks needed to be done before departure are proceeding on schedule and adjust the departure and boarding times when necessary. I have to know what information to share in advance and what directions to give to each department. My job feels meaningful, knowing that my decisions have a direct impact on achieving on-time departures.

My experience working in many departments has shown me the importance of having an interpersonal network. NRTAS is large, and knowing people in the different areas of the company really helps me in my job. For example, in the Operations Management Division, I have multiple meetings a day with department managers to decide the day’s flight operations plan. I know all the people attending the meetings, which makes it very easy when I need to make a request or ask them something. Similarly, it makes it easier for me to make the adjustments needed to manage operations during delays or other irregularities. I’m really grateful for this. Building more connections with people also makes the company feel like a nice place to work.

The Operations Management Division is where you can get the most up-close understanding of the airport’s inner workings that are normally invisible to customers. It feels like the knowledge and experience I have built up so far are connecting the dots of this huge space that is the airport, and it feels incredibly satisfying to have this big picture gradually come into focus.

I want to lead
Narita Airport operations.

In the future, I want to become the Airport Management Officer (AMO), who is the person responsible for creating the operations plan and supports the Airport Management Director (AMD) in overseeingairport operations at Narita Airport. This is why I want to study airport operations more in-depth. Airport operations also involve battling indecision. Instead of waiting to hear from other people to solve whatever has come up, I want to be able to quickly make various kinds of decisions myself. I want to be a person that others know they can absolutely rely on when there is something related to operations. I also have a dream of getting a position in management and being assigned to work overseas.

I’m grateful that I’ve experienced working in so many different departments, which is rare at NRTAS. I was surprised at how my interest in airports and the company grew as I gained more insight as my range of experience grew. It’s certainly also good to hone your skills as a professional in one department, but I think that no matter what job you’re doing, you will find it more interesting if you with a curious mindset. I definitely recommend it.

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One
Day
Schedule
A typical day’s schedule
  • 10:00

    Arrive at work
    I check my email and any communications from staff working the day before and the early shift.

  • 10:30

    Decide the plan for departing flights
    I check the operating status of the flights for that day, gather information about them and decide the plan for the afternoon’s departing flights.

  • 13:00

    MAT meeting
    At this meeting, the operations plan for the afternoon flights is created with managers from each department.

  • 13:30

    Break

  • 14:30

    Review the flight operations plan
    I review the flight operations plan as necessary based on the latest operating status.

  • 14:45

    MAT meeting
    I have a final meeting about the afternoon’s flights with department managers based on the latest operating status.

  • 15:00

    Monitor the progress of assigned flights
    I monitor the progress of the flights I’m assigned, calculate new departure times when delays are expected and issue delay codes in the case of delays.

  • 18:00

    Fill out daily log and communicate information
    I fill out the daily operations log to relay important matters to the staff on duty the next day.

  • 18:45

    Leave work

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Favorite
Places

My favorite parts of Narita

  • Narita Airport seen from the stairs
    The sunset is especially pretty here when the sky is orange and pink and stands out against the green airport logo. It’s a soothing sight when I leave work!

  • Electronic bulletin board in the Departure Lobby
    This place more than anywhere makes you feel like you’re in an airport.

  • Knife-shaved noodles
    This is a great choice for lunch on days when you need stamina! We come here so often it almost feels like the employee cafeteria.

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