What are your responsibilities as operations manager?
They are varied and include ensuring we provide the very best in customer service, safety, management of our Approved Fleet, financial reporting, supporting the operations function and the welfare of the operations team. In such a competitive industry it's vital that that our client's expectations are not only matched, but exceeded. A good percentage of my working week is spent resolving operational issues, liaising with our customers, service partners and approved operators, as well as staff training.
What does an operations department do?
Our operations department is responsible for looking after the needs of our Jet Members and charter customers ensuring that every aspect of their trip is taken care of. This begins from the moment the flight is booked and doesn't finish until the client reaches their final destination. We can take care of every aspect of their travel from ground transport to helicopter transfers and hotel accommodation.
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| Hardman: attention to detail as part of Skyjet's operations department |
We deliver so that our clients can relax, content in the knowledge that each journey taken with Skyjet is carefully watched and monitored. "Flight Watch" is very important and involves checking the weather, monitoring for air traffic control delays and keeping tabs on the specific location of every aircraft. In our world, success is measured by getting the smallest detail absolutely right and making sure that our clients are treated as individuals.
Business aviation is seeing an insatiable growth. How is this affecting you and your team?
The sales team is doing an amazing job and signing new customers daily. Combine this with a great product and it's easy to see why business is booming! To give you some idea, in August 2007, we handled three times the number of trips that we did in August 2006.
How many flights would make a busy day?
On a busy day we can have more than 25 clients flying multi-sectored trips. On paper this could be more than 100h of flying (including positioning) a day. The department is constantly busy and we are currently seeing new peaks in travel that have previously not existed. Traditional busy times were isolated to the summer months, the Cannes film festival and the winter ski season. New peaks include international property and art fairs and a number of important sporting and business events.
So what are the challenges?
The varying workload versus the number of staff we have on duty. Skyjet believes in investing heavily in staff. Growth in the business was incredible last year and given that we will only recruit the best of the best it has been challenging to keep up with the demands upon us. We are blessed in having an experienced and instinctive human resources manager who actively fast tracks the recruitment processes and streamlines new appointments.
What are you looking for when you recruit operations staff?
It's definitely a big advantage to have extensive aviation experience as you never know just when you will have to call upon it. Languages are also very useful, we have a diverse client base and it is great having team members who speak their language. Most of all a good operations controller must have the desire to be a part of a great team, be intelligent, willing to learn and ultimately feel passionate about delivering the best customer service.
What's it like working for Skyjet?
I love being part of a team of individuals who are all committed to the same goals. When we are stretched at our busiest times it can be very testing and the department has to pull together. As a result, the team has built up a strong rapport and the co-operative spirit is amazing. We have a great team of people performing with professionalism and a smile. I feel privileged to play my part!
Source: Flight International
