Million Air September-October 2018

MILLION AIR

Take off Welcome aboard and welcome to the world of Million Air! The winter season is fast approaching, and the holidays will soon be upon us. During this time of reflecting on the great gifts we have, and for the people we are especially thankful for, I would like to personally thank all of our front-line ladies and gentlemen. These are hardworking and dedicated people, whose importance is often overlooked as we rush through the FBO. Not only are they central to every flight’s safety, but these fine folks are always on stage, as they understand the vital role they play as an extension to your personal and corporate reputation. 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 in an authorized-access-only factory floor. They are on stage at all times while they are 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 must do so while guests and customers are watching everything live 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 much 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 must 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 to the hospitality experience. 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 guest, 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. We wish your travels to be fun, and we hope all 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