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Staff Interviews

Support airport operations
based on my extensive experience.

Kei Nojima

Joined NRTAS in 2008

General positions
  • Passenger Services
  • New graduate recruiting
blue grade

Working with people who are experiencing various thoughts and feelings

When you imagine people boarding a flight, you probably think of exciting situations like people taking a vacation or moving to Tokyo. I used to be the same, until I took a flight to attend a funeral. Then I realized that happy events do not apply to all types of travel. Some people who travel by airplane are not feeling happy.

This experience changed my perspective about the work of ground staff, and I became even more interested in the job of seeing off and welcoming guests, who are experiencing various thoughts and feelings.

I decided to join NRTAS because the energy of the employees suited me and I could best imagine myself working there.

Stepping up to Passenger Supervisor and Concierge roles

After joining the company, I was assigned to the international flights team in the Passenger Service Department for 15 years. I ambitiously wanted to continue improving my skills and acquired internal certifications, which enabled me to become the Passenger Supervisor for international flights and concierge services.

The Passenger Supervisor determines the policy for how to deal with customers in the event of significant delays or flight cancellations. Specifically, the Passenger Supervisor will communicate with managers to create the basic plan for customer support.

Determining the best customer service is difficult and I always have to think about it a lot. We deal with customers in good faith while taking profitability into consideration. At these times, I try to keep in mind various cases from daily operations that I can use as reasons to gain their understanding.

Concierge work is a position that provides service to first class passengers and Diamond members. We get asked a wide range of things, not only flight-related matters but also regarding frequent flyer miles. It is difficult but also interesting to serve customers while anticipating their requests from their words, actions and gestures

Both of these positions require having a higher-level perspective and more experience than what I had when I was a newcomer, but I think that as long as I accumulate expertise one day at a time it will prove useful sometime in the future.

Reaching the position of leading overall airport operations through overseas training.

I applied to participate in an overseas practical training program and was assigned to work at John F. Kennedy International Airport in New York City for one year. I held the position of assistant manager and was in charge of managing overall airport handling operations.

With the limited number of staff at airports overseas, we have to manage everything (Passenger Services, Ground Handling, etc.). I realized that I did not know the fundamentals of ground handling, like how the locks work on the containers that hold luggage and how to read the loading sheet that shows the loading positions. I was shocked by this, since I had felt fairly confident in my skills after working as the Passenger Supervisor on ANA international routes for seven years. I felt like I was not yet ready to be in charge of getting flights off the ground, which shifted my mindset to wanting to learn more. Thereafter I absorbed specialized information like a sponge every day.

I also discovered that not everyone has the same focus on punctuality and automatically strives to ensure on-time departures like we do at Narita, the difficulty of providing Japanese quality within a limited amount of time and how to cooperate effectively as a small team.

I had to train staff from the local handling company, starting with how to hand things to customers with both hands (in the Japanese way). But I was impressed to see them learn how to provide ANA service and uphold ANA quality.

Creating a brighter future for Narita Airport.

After completing the overseas training, I was transferred to General Administration and my current duties involve airport affairs and handling innovation. Our mission is to make the airport safer and easier to work in for employees while achieving higher customer satisfaction.

One of my duties is coordinating the Airline Operations Council (AOC) meetings, which are held separately for each terminal. As part of our involvement in Narita Airport operations, we receive requests and notifications from the Narita International Airport authority and put together the opinions of various airlines including ANA. The people who attend the meetings have more experience than I do and know everything about the airport. I get nervous and always have to work hard to keep up with the conversation among the attendees who are there representing the airlines. I strive to broaden my perspective and gain knowledge, since it’s important to not only look at the airport but also know how things work in the wider world and stay up to date with external developments.

My duties also involve a project related to the new Narita Airport framework. We’re also striving to build momentum among the employees working at Narita Airport, which will be changed and revamped in the future. It is challenging to come up with ideas and think about the future, but it is exciting and very rewarding work.

Before I was transferred to this position, I was involved providing in-person services to customers and supporting daily operations. Now I’m planning out how to make Narita Airport better while running simulations that extend years and decades into the future based on factors including how social conditions will change. It’s really exciting.

My work style may have changed since I was in Passenger Services, but I still want to do work that brings smiles to customers’ faces. I would like to continue to support Narita Airport so that its future is as bright as possible and so that we can provide the highest level of service to our customers.

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One
Day
Schedule
A typical day’s schedule
  • 07:30

    Arrive at work
    I check my email and review the day’s schedule.

  • 10:00

    Meeting
    I prepare for the meeting, answer questions and handle other matters.

  • 11:00

    Team meeting
    I have a meeting with members from the Airport Affairs & Handling Innovation Section.

  • 12:00

    Lunch

  • 13:00

    Site operations check
    I check the status of site operations based on the situation.

  • 14:00

    Meeting with external parties
    The Airport Affairs & Handling Innovation Section holds meetings with other airlines and Narita International Airport Corporation.

  • 17:45

    Leave work
    I coordinate my schedule for the following day and leave work.

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Favorite
Places

My favorite parts of Narita

  • The view when standing in front of an aircraf
    Words welcoming customers fill my heart here. I like it when I meet aircraft.

  • View from inside the lounge when sending off customer
    I had many opportunities to talk to customers when I worked in concierge services. I had to be on my toes, but it taught me how to pick up on what customers needed from how they acted to better give them support, so I have fond memories of this place.

  • Counters
    The counters are one place where we get to perform and always give me energy.

World Map
世界最高のチームをつくる。