XLR’s FBO manager discusses operations, leadership, and delivering exceptional service standards
What was your career path to your current role at XLR?
At 17 I was a passenger service agent at Cambridge Airport, while studying Travel and Tourism at college. During the course, Cambridge Airport representatives had visited to recruit staff for their new commercial operation. In 2015, I relocated to Birmingham Airport with the same company, which had just opened a new FBO under Marshalls Aviation Services. I became part of a small FBO operations team. In 2017, Marshalls was acquired by XLR. Over the past eight years I’ve progressed through various roles and am now FBO manager.
What are the best and less favorable elements of your job?
No two days are ever the same in aviation. It’s an industry that never sleeps — something I can relate to! One of the best parts of my role is the incredible team I have at BHX. We’re small but mighty, and their constant support means a lot. I also love the variety of people you meet in this industry. The less glamorous side of the job has to be the 01:00 – 06:00 am alarm settings. But honestly, I struggle to think of any real downsides. I love what I do.
How does XLR differentiate itself from other FBOs?
XLR may be seen as a small fish in a big pond, with only four branded locations and a recent partnership with SaxonAir at Norwich Airport, but our success is built on strong relationships.
As proud members of the Air Elite Network, a global network of FBO’s that requires membership and also the Air Charter Association, we were honoured to win its Best FBO Handler of the Year award 2024. Being industry-voted, it’s a recognition that speaks volumes about the trust and respect we’ve earned.
How do you keep your team motivated during busy periods?
I see myself as a team player and I’m often right in the thick of things. I think this hands-on approach earns the respect of my team. One thing that always works to bring the team together is food, it’s not always the healthiest option, but having food delivered, especially during those late-night flights really works. It’s the little things that help keep the team strong and motivated.
How does XLR’s day-to-day operations run behind the scenes?
As an FBO that isn’t staffed 24 hours a day, we often receive movement changes and additional service requests outside of our regular hours. When the early shift begins at 06:00 am, the team ensures everything is prepared for the day ahead. We conduct thorough checks on GSE and fuel bowsers, as we all know that quick and efficient turnarounds are our top priority. The entire team takes pride in maintaining a clean and welcoming environment, ensuring that our FBO is always in top condition, ready to greet anyone at any time.
What’s been the biggest challenge you’ve faced since working at XLR?
The biggest hurdle I’ve faced has been the shift in responsibilities. When I first started in FBO operations, my role was very hands-on, but as I’ve progressed into management, my responsibilities have changed significantly. Now I’m tasked with overseeing a much broader scope. It’s been a steep learning curve, but it’s also been rewarding.
What does the future hold for XLR?
While expansion is certainly a priority, it’s always about quality over quantity. The challenge lies in identifying the right locations to add to our portfolio, while ensuring that each new addition aligns with our standards and enhances the brand.
