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The Value of Cross-Training for FBO Teams

One of the most immersive and engaging experiences an employer can provide its fixed-base operator (FBO) team is crosstraining at another location. Hands-on experience in a role similar to their own at a location outside their competition set allow both the host and visiting teams to exchange ideas and best practices. From a leadership perspective, this exercise is an investment in team members’ education and retention. 

The Standard Aviation team from Cyril E. King Airport (TIST) in St. Thomas recently visited the Jet Aviation team at Luis Munoz Marin International Airport (TJSJ) in San Juan, providing a unique opportunity for both teams, due to the isolation of respective island markets within the Caribbean region. While many islands are independent island nations, the Virgin Islands and Puerto Rico share a commonality as United States territories. 

For this scenario to be plausible, Standard Aviation sent half of its line team along with half of its customer service representatives (CSRs) to San Juan on day one. The other half remained home to run the FBO. The second half of both teams traveled on day two, while day one travelers returned to work as usual. Off-season dates with less traffic were intentionally chosen for this cross-training exercise.

From observing ramp safety measures to watching the protocol for taking passengers through customs, the Standard Aviation team was able to delve into their respective roles with the Jet Aviation team. Both groups learned numerous lessons, with a focus on consistently positive experiences for passengers and pilots. The teams enjoyed continuous dialogue throughout the days about shared challenges and solutions, while the peer-to-peer matches allowed these conversations to be honest and authentic. 

This experience was made possible by the regional partnership among Caribbean FBOs in the Air Elite network by World Fuel. Most recently, Air Elite locations on the U.S. mainland have called for network support to handle major events like the Super Bowl and Formula One races. Hill Aircraft, Augusta Regional, Henderson and North Las Vegas Airports have all relied on fellow Air Elite members to successfully facilitate traffic influxes from major sporting events in their areas. 

For the Standard Aviation team in this instance, fixed-wing transport was provided by tenant Breeze Air Charters. The privilege of flying private allowed the line and CSR teams to experience the level of service they are accustomed to facilitating for clientele. The Jet Aviation team kindly rolled out the red carpet for their Air Elite peers, offering them the same guest experience they provide to private jet passengers. 

For employers considering an immersive crosstraining experience for their team at another FBO, the return on investment is considerable. This rewarding experience acknowledges the achievements of valuable team members; increases staff confidence, morale, and their perceived value to the team; and fosters connections in matching roles (CSR to CSR, line team to line team) for future questions and referrals.

By Ashley Bouzianis, Standard Aviation, St. Thomas

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Welcome to the Aviation Business Journal, the official publication of the National Air Transportation Association (NATA).

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