Customer Service
These people are the first point of contact for customers coming into the FBO
Front Desk Employees
Utilizing Computers, Cell Phones, Tablets, and various forms to teleconference methods are all examples of positive
Technological Change
Directs the aircraft where to go using hand signals or wands
Marshaling
How easy and intuitive is the layout of the ramp is an important question pertaining to this
Line Layout
The front desk personnel are considered to be what of the FBO
The nerve center of the FBO
These folk are the first point of contact for customers getting off of an arriving aircraft
Flight Line Personnel
Favorable
Provides aircraft go-juice with a truck or other format
Frontal or linear system (1) and Open-ramp or transporter system (2) are typically for this type of aircraft
General Aviation aircraft
True or False: Front desk employees or representatives are a requirement for any FBO
False
"Superior personal contact from every employee at the airport is a must....every encounter must be positive", is a concept behind what
Customer Services
True or False: Manager do NOT need to stay current on the application of new technologies
False
Puts lubricant into the proper location within an aircraft engine
Oil servicing
Line layouts should be visually obvious to aircraft operators by a transient or complete new-comer and basically
Easy to understand
Front desk employees need to collect which bits of information from crews or customers
company, phone numbers, passenger information, airport trip of origin, destination, purpose of visiting your airport, and services required
Side phone conversations and side worker-to-worker conversations in front of passengers is an example of what
True or False: Facility and Faculty appearance have direct impact on how a customer (or potential customer) feels about the FBO
True
Moving the aircraft from one location to another with a vehicle and without the crew being there or the engine running
Finger or pier system (3) or Satellite system (4) are both typically for this type of aircraft
Airline or Part 121/135 operations
Pilots utilize front desk services to do which aspect of their trip
flight planning and getting services around for their passengers
Workers going out of their way to support the passenger and crews are a prime example of this
Great Customer Service
A potential flight student sees an old, rough, and dirty aircraft after walking through a cluttered and disorganized FBO is typically what
Reluctant to learn to fly at this operation
Ground Power Unit connecting
The Manager