Million Air Fall 2019

MILLION AIR

Take off

Welcome aboard, and welcome to the world of Million Air! Winter is fast approaching, and the holidays will soon be upon us. During this time of reflecting on the great gifts we have and the people we are especially thankful for, I would like to personally thank all of our frontline ‘Ladies & Gentlemen’ for consistently and safely greeting your aircraft — rain, snow or shine. These are hardworking and dedicated people, whose importance is often overlooked as we rush through the FBO. Hospitality organizations, like Million Air, are different from traditional manufacturing organizations in many ways. For starters, the people ‘manufacturing’ a service experience are not hidden away on a factory floor. They are onstage at all times while producing first impressions, greeting (and at times entertaining) guests, transferring luggage, and valet-parking vehicles. Employees in the hospitality industry, like those in most service industries, not only have to be capable of producing the service experience; they have to do so while guests and customers are watching everything as it is happening. Your travel experience and that of your guests is greatly enhanced or detracted by the attitude and style in which we greet your aircraft. Delivering an experience is more complicated than merely training employees to do their jobs; it also requires having good interpersonal and problem- solving skills. The hospitality product cannot be packaged and put on a shelf for purchase. It is ever changing and defined anew in the mind of each traveler every time an experience is created. Traditional organizations rely on policies and procedures to ensure proper command and control of the employees producing the products. True hospitality organizations have to substitute culture and empowerment for command and control, as there is no way to anticipate and plan for every conceivable desire and requirement that each unique guest will bring. Thus, benchmark hospitality organizations spend considerable time and money teaching a culture value system so that when a guest wants something that isn’t discussed in the training manuals or can’t be done by the book, the employee will know how to respond to that particular guest at that particular moment, will want to do the right thing, and will be empowered by the organization to create the best possible experience. It is even more impressive when you add moving aircraft, rolling fuel stock, high value assets and the most distinguished audience in the world. All of our ‘headliners’ at Million Air are eagerly awaiting you and your traveling family members and business colleagues. We wish your travels to be fun, and we hope all of your business endeavors are successful.

Keep ’em flying…

Roger Woolsey CEOMillion Air ceo@millionair.com

PARTNER WITH MILLION AIR AND REACH THE ELITE Become an exclusive partner of Million Air, North America’s premier private airport terminals. By placing your print ads in Million Air Magazine or displaying your product at one of our 30 terminals, your marketing message will speak directly to an audience of the highest net worth individuals on the planet. We welcome more than one million passengers annually, each with an average net worth of $3.6m. So climb aboard the Million Air Collection and gain a first-class, all-access pass to the world’s wealthiest consumers. For more information contact millionairmagazine@millionair.com