Nicole Gutt is ExecuJet's newly appointed director of European fixed-base operations. She describes how her previous roles are helping her to keep the focus on the customer as the network expands
How did you get into the aviation business?
I took an apprenticeship in the cargo business with Fracht. During my third year I was based at Zurich airport, where I was able to build a thorough knowledge of air freight operations. I worked in cargo reservations for Malaysia Airlines but started to develop a keen interest in business aviation, which at that time (2001) was really starting to make headway. Security procedures were becoming really restrictive among the scheduled airlines, so people who could afford to fly in a private jet started to embrace that option. Bigger business jets were also entering service and there was a buzz around business aviation.
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What has been your most challenging aviation-related job so far and why?
I am responsible for a 20-strong FBO team from all different parts of the world, which is quite a responsibility. My job has many facets - including marshalling, aircraft fuelling, additional services that clients may request at short notice and all manner of logistics, such as determining hotel accommodation, filing flight plans and co-ordination of flights. It does, however, make the work interesting and every day brings a new challenge. Our handling early this year of large VIP aircraft coming in with delegations for the World Economic Forum at Davos was extremely challenging, but highly rewarding and we had lots of positive feedback from clients.
How will your previous aviation experience help you in your new role?
I have been involved in the FBO side of life for almost six years, so I have observed what works and where the attention should be focused. Our principal role is to efficiently deliver a high quality and reliable service. We have strong competition in Zurich especially, which keeps us on our toes. It's often the small details - like is the coffee hot enough, is the broadband quick enough in the business lounges - that make the difference for our clients. It is important that we focus on every detail of the job, no matter how big or small. The connections I have made in the industry - through operators, suppliers, caterers - have also helped a lot.
What will be your key responsibilities?
I am looking forward to adding new processes at our airport FBOs. We recently underwent a significant enhancement at Berlin with new facilities and we have plans for our Zurich FBO too. I will also be responsible for maintaining the budget for these projects and continuing with our current high levels of standards and service. Another key responsibility is ensuring that the team remains motivated and passionate for the job.
How has the economic downturn affected ExecuJet's European FBO business?
We observed a noticeable decrease in charter and flying activity during March and April this year. It seemed that customers were assessing their future prospects of the market before flying again. But with increasingly commonplace delays at big hub airports around Europe, restrictions imposed in terms of carry-on baggage, long check-in times and the stress factor, executives whose time is precious will continue to advocate the business sense of the chartered jet.
How will you make a difference to the business?
We have an excellent team which makes my job so enjoyable. Even though I oversee the staff and FBO activity I am very much part of the unit. Our clients acknowledge and appreciate this too.
What aspects of the job are you looking forward to?
Our expansion in Berlin is going to be exciting and I'm looking forward to seeing how business develops with the new Berlin-Brandenburg International airport.
Source: Flight International
