The FBO Atmosphere

The FBO Atmosphere

General cleanliness

As you walk through and work within our FBOs, always be looking out for general cleanliness needs, watch for trip or falls and safety hazards, and keep all fire exits clear. It is the responsibility of all team members to keep our facilities presentable, clean and safe. When you see something that does not look right, take responsibility to resolve the situation.

— All our facilities shall always remain clean and tidy — Furniture and carpeting shall be cleaned on a regular basis to meet the needs of the location traffic — Work areas and offices should be neat and orderly — Equipment shall be put away when not in use — Our lounges shall be fully stocked with our amenities and equipment should work at all times

Best practice: cleaning checklist

Cleanliness is always expected by our customers. Maintaining a clean facility is yet another way of demonstrating that we care for our customers. Cleanliness in the following areas need proper oversight: customer smoking area, parking area (including buzzer if applicable), outside the entrance, gym, snooze room, etc.

Each morning the FBO agent signs on and sets up the facility. This includes ensuring bathrooms are clean and towels replaced, lounge fridge is restocked, VIP lounge is clean, coffee machine on and serviceable, refreshments stocked up, all bins empty and the overall general tidiness of the facility is guaranteed.

It is up to each and every location to create their own clearly visible and easily available checklists considering the locally mandated measures to maintain cleanliness throughout the day. Each base is responsible for creating their own location’s checklist that best meets the needs of their business.

Entrance

At any given moment our customers walk through the door and expect us to be to deliver them an outstanding customer experience. The moment the customer walks in, we want to have created an atmosphere that makes our customer feel welcomed, taken care of and in good hands.

— Amenities — Luggage trolleys branded Jet Aviation (rain covers branded in some locations) — Entrance signage “Jet Aviation” according to branding guidelines — Hand sanitizer

— Cleanliness — Entrance to be checked at least once a day for cleanliness (Signage, building, parking lot, smoking area, trash bins, benches, front doors)

“SAMoment”

Our team in Teterboro have a doorman to welcome our customers upon entering and exiting our facility.

Front Desk

The FBO front desk area of any facility is the focal point of interactions with our customers. The “Go To” place for our customers where they ask questions and request additional services. Always be organized, looking the part in a wellpresented uniform and ready to provide service with JETitude. Our front desk staff are responsible for answering enquiries, arranging services, and directing queries to correct personnel. Communication skills, professionalism and personal appearance are all influencing factors for our customer’s brand experience.

We make sure the front desk counter has space to interact with the customer, by removing barriers, unnecessary clutter that could hinder the ability to communicate and build relationships with the customers. This central point of contact is where information is kept about our services and also the services at other Jet Aviation locations. We also keep information and marketing materials related to catering, transportation, hotels, and local events for our customers.

— Amenities — Hand sanitizer — Individually wrapped candy / mints — First Aid Kits — Umbrellas — Pens — Basic amenities box (items available upon request: deodorant, toothbrush and toothpaste, razor, shaving foam, hair gel, hair spray)

Restrooms

Across our FBO locations, we ensure that all our comfort stations (restroom, bathroom, shower facilities, changing rooms, etc…) present a harmony of colors to create a relaxing atmosphere.

In some locations, it can be that the comfort stations are owned and managed by the airport authorities, where personalization is not possible. In other locations however, we can standardize the amenities we provide to our customers.

— Amenities — Always available, stocked and single-use wrapped where possible: mouthwash, hand sanitizer, soap, hand cream, shower gel, shampoo, female hygiene products (items available upon request: deodorant, tooth brush and tooth paste, razor, shaving foam, hair gel, hair spray)

— Cleanliness — Comfort stations must be checked throughout the day and be cleaned at least once per day — Each FBO location must have a process for ensuring cleanliness and that adequate supplies are available in our comfort stations

It is the responsibility of each and every FBO to ensure a checklist is made available in the customer comfort stations for FBO agents to put their initials, the date and time the check has been performed.

Lobby

— Amenities — Facility mat — Treats for pets — Toys for children — Hand sanitizer

— Cleanliness — Lobby and other general passenger areas must be cleaned daily — Each FBO location should consider more frequent cleaning for high traffic areas

“SAMoment”

Our team in Burbank offer hot towels to customers for drying their hands in their comfort stations. Think what would elevate your customer’s experience in your location!

Passenger Lounge

Each of our passenger lounges across Jet Aviation locations are unique. It is our mission to make sure that our customers feel comfortable when waiting, resting, snacking, reading, etc... in our lounges. Each lounge is to be equipped with coffee and tea making facilities for self-service. Items are always to be fully stocked. A regular check of the passenger lounge is to be undertaken after the lounge has been vacated to reposition cushions, sofas, refill the fridge.

— Amenities — Facility mat — Branded items can include: teacups, mugs, coasters, napkins, glasses — Food items should include both sweet and savory items as well as items suited for those with dietary restrictions (e.g.: nut-free options, vegan or gluten-free) — Beverages appealing to a variety of tastes, including both alcoholic (beer, wine, spirits) and non-alcoholic options (water, sodas, juices, coffee, teas) — Hand sanitizer

Crew Lounge

— Amenities — Facility mat — Branded items can include: teacups, mugs, coasters, napkins, glasses — Food items should include both sweet and savory items as well as items suited for those with dietary restrictions (e.g.: nut-free options, vegan or gluten-free) — Beverages appealing to a variety of tastes, including both alcoholic (beer, wine, spirits) and non-alcoholic options (water, sodas, juices, coffee, teas) — Hand sanitizer

Meeting Room Facilities

Our meeting rooms are always set up ready even if not booked for the day.

— Amenities — Notepad, pen branded — Refreshments (signature item or snack per location) — Beverages appealing to a variety of tastes, including both alcoholic (beer, wine, spirits) and non-alcoholic options (water, sodas, juices, coffee, teas) — Jet Aviation desk pad — Sign “free / occupied” at the right eye height — Hand sanitizer

— Cleanliness — Meeting rooms must be cleaned between uses

“SAMoment”

Regardless of the fact that our meeting rooms are booked or not, we always set them up.

Snooze Room

The snooze room is a highly appreciated room for crews to use between flights. We must reassure our crews and provide the snooze rooms with disinfection and cleaning between uses. A checklist, that is location specific, with sign off will be displayed in each of the rest areas for additional reassurance. This includes replacing the masks, ear plugs (with gloves) and putting the blankets to be cleaned.

— Amenities — Disposable ear plugs — Water bottles — Blankets — Sign do not disturb / occupied

— Cleanliness — Clean linens should be available and neatly folded — Designated area for used linens

“SAMoment”

Our team in Palm Beach provide zero gravity chairs in the pilot snooze room and state of the art massage chairs. Think about what would make the crew’s experience restful before flying out.

Staff Operations Center / Line Services Areas

— Cleanliness — Clean, clutter free and organized — Refrigerators routinely cleaned and disinfected

Briefing and flight planning area

— Amenities — Pens and notepads — Printer is always fully operational and stocked with paper

— Cleanliness — Clean, clutter free and organized

Ramp

— Amenities — Aircraft walk off mat when feasible

— Cleanliness — Ground and auxiliary equipment is clean and organized

Carpool / Crew cars

— Amenities — Hand sanitizer — Water bottles — Mints — Tissues — Umbrellas

— Cleanliness — Carpool / Crew cars are cleaned and detailed regularly — Branding of the cars should be per Marketing signage guidelines — Car fuel level should be checked and filled as needed

Food Service / Catering / Kitchen

Each FBO location should consider separate refrigerators for customer catering and storage of team member food. In some locations this is a Food Safety mandate. For further details, please refer to your local management & operations manual (MOM).

— Ice machine and delivery: our FBO ice machines should be cleaned at a frequency specified by the manufacturer. The ice scoop must not be stored in the ice machine in contact with the ice — Individual-use plastic bags / buckets must be used for transporting ice to our customers — Garbage: when dealing with garbage after an arrival of a customer, team members must wear appropriate PPE including gloves and face covering when disposing of or carrying

“SAMoment”

Branding is conveyed through the appearance of our people and our facilities.