Expectations & Professional Conduct
Supervisors are expected to be: Welcoming, courteous, and professional at all timesCalm and organized, even during busy periodsClear and confident when giving directionsSafety-focused and attentive to access controlWear an Execaire Aviation Branded Winter JacketNot wear any other Logo (but Execaire and Garda)
Standard Greeting & Initial Interaction
Always greet clients warmly and clearly:“Welcome to Execaire Aviation. How may I assist you today?”If the client confirms they are here for a flight:“Wonderful. May I have the aircraft tail number, please, so I can confirm your departure with us?”
Verifying the information
Guards are provided with:An iPad with access to FlightBridge OR a printed copy of the daily schedule.A Walkie-Talkie radio for communication with Client Care Specialists (CCS) at the front desk and Ramp AgentsOnce confirmed:“Thank you. I see your aircraft in our system for a departure at [time]. I will coordinate with my colleagues to escort you.”
Communication & Escort Coordination
Before allowing any vehicle or passenger to proceed:Radio the CCS and Ramp AgentObtain acknowledgment and confirmationConfirm with CCS whether the client will be escorted:Directly to the aircraft, orTo the FBO Lounge while final preparations are completedExample radio communication:“Security to Ramp and CCS — confirming escort for tail number [XXXX]. Client [M. X] proceeding to gate.”
Directing Clients to the Preferred Access Route
Whenever possible, clients should be guided to access the FBO via the ramp-side Lounge entrance or directly to the aircraft. This is the preferred and most efficient access route.Use clear, reassuring language:“My colleagues have confirmed your departure. Please remain in your vehicle and slowly proceed forward with your hazard lights on to the gate right here.”“You will be escorted for compliance with Airport Regulation. My colleagues are on their way — this may take two to three minutes.”Depending on readiness:
“You will be escorted directly to the aircraft. Your crew is ready for boarding.”
or
“You will be escorted to the FBO Lounge while the crew completes final preparations.”
Safety & Access Control
Never allow vehicles or passengers to proceed without confirmation and radio acknowledgmentEnsure all escorts are coordinated with Ramp and CCSRemain vigilant and courteous while enforcing access procedures
