CORPORATE NEWSLETTER | ISSUE 1 | OCTOBER 2014€¦ · CORPORATE NEWSLETTER | ISSUE 1 | OCTOBER 2014...
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CORPORATE NEWSLETTER | ISSUE 1 | OCTOBER 2014
CORPORATE NEWSLETTER | VOL. 2, ISSUE 3 | 2016 nexus.aero
CORPORATE NEWSLETTER | VOL. 2, ISSUE 3 | 2016
Every trip we take at NEXUS requires a dedicated, talented set of crew members.
Despite the integral role Captains play in the air travel industry, the average passenger is
largely unaware of the amount of work pilots undertake before lift-off. For our Captains,
the flight begins long before the engines start.
Our NEXUS crew members, comprised of two Captains, one Flight Engineer, and four
Cabin Crew members, often receive an email or phone call with just 24-hour advance
notice for a detailed day trip or multi-day trip to Europe, USA, or the Kingdom.
The Captains and the Flight Engineer begin with detailed pre-flight plan discussions about
the flight plan for the journey; this includes the weather report for the route and a backup
arrival airport in case of adverse conditions.
Safety is first and foremost our top priority. No matter where we’re going, we treat every
flight very seriously. We do not hurry through any part of the flight plan, and we always
make sure we have the right equipment.
To do this job well, our crew members need to be able to track and work through an
enormous amount of detailed responsibilities, all while ensuring the safety of our VIP and
passengers, and the success of extremely complex projects.
The flight Engineer arrives at the airport three to four hours before departure time to
ensure the aircraft is refueled and repositioned, and that it’s in the proper position for VIP
and other passengers to board.
The Cabin Crew arrives at the aircraft three hours before departure to be sure all catering
is on board, the cabin is prepared with all the proper amenities, and that the cabin is in
perfect condition.
Captains arrive two hours before the flight. Once on the flight deck, they will go through
exhaustive checklists to ensure the aircraft’s systems are operating properly. Next they
perform safety checks on plane’s interior to ensure the cabin is safe and all emergency
equipment is in the correct place. Finally, they perform an exterior inspection of the
aircraft to check for problems such as fluid leaks or issues with the exterior mechanics for
a summary report to the Flight Engineer.
Only after all these checks have been completed, VIP and passengers can board. Once the
cabin doors are sealed, we are ready to take the controls and get down to the business
of flying the plane. The operations involved in flying a VVIP aircraft is not like flying in the
airlines; it involves a lot of protocols and very sensitive flying skills.
Despite the complexity of our job, we feel fortunate to work with the finest professionals in
the industry, and we take pride in supporting the company’s core business.
From Capt. Andreas Bouras
TO BE A PILOT 01
NEXUS Flight Operations Services / nexus.aero / [email protected] 2
CORPORATE NEWSLETTER | VOL. 2, ISSUE 3 | 2016
NEXUS PROVIDES AN EXCELLENT CUSTOMER EXPERIENCE
THOUGHTS FROM CREWS ON HOW THEY DEMOSTRATE QUALITY AND THEIR ROLE IN ENSURING AN EXCELLENT CUSTOMER EXPERIENCE.
Every crew member at NEXUS operates with the highest standard of integrity. The word
NEXUS means “a connection, link or tie” and to us that means core values like integrity,
passion, commitment to quality, innovation, and creativity are at the center of every
decision we make.
In our business, ethical behavior is part of our culture, and something repeatedly affirmed
throughout the organization. Maintaining our high standards requires that every employee
-- from our Chairman/CEO and throughout all levels of management and support – is
honest and doing the right thing for our VVIPs and customers.
We continually hire and train exceptional managers and leaders who understand what is
needed to achieve superior performance, and who know how to build teamwork within and
across business lines. These individuals are people who know how to act quickly to resolve
issues and relentlessly pursue excellence in operations.
Eventually, it all comes down to people. Creating a winning team and self-sustaining
culture takes hard work, and there is no substitute for that. We must deliver on the promise
of unmatched service to our customers, and we must do it with a commitment to reliability
and accountability.
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NEXUS Flight Operations Services / nexus.aero / [email protected] 3
CORPORATE NEWSLETTER | VOL. 2, ISSUE 3 | 2016
Satisfied customers are essential to our success. Therefore, we must stay focused on
creating Nexus value by communicating openly and honestly and building relationships
based on trust, respect, and caring. By doing do, we will achieve total customer
satisfaction by understanding what the customer wants and delivering flawlessly.
We recognize that our strength and our advantage are -- and always will be – our people.
Because of their dedication, we continually share ideas, knowledge, and best practices.
Our company culture is one where where cooperative efforts are rewarded at every level
and across all activities.
Thanks to a diverse team at NEXUS, we are able to offer a wide range of skills, strengths,
and perspectives that together foster a participatory workplace that enables people to get
involved and advance our common business objectives.
Over the past four years, we have built a company that we all can be proud of, and
one where people work together to achieve a common goal: to be the best aircraft
management services company not only in the Gulf Area or Middle East -- but across in
the world.
NEXUS PROVIDES AN EXCELLENT CUSTOMER EXPERIENCE
THOUGHTS FROM CREWS ON HOW THEY DEMOSTRATE QUALITY AND THEIR ROLE IN ENSURING AN EXCELLENT CUSTOMER EXPERIENCE.
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NEXUS Flight Operations Services / nexus.aero / [email protected] 4
CORPORATE NEWSLETTER | VOL. 2, ISSUE 3 | 2016
04 A DAY IN THE LIFE OF A NEXUS FLIGHT ATTENDANT
The meaning of NEXUS is “link, connection” and to achieve a smooth flight, the “NEXUS”
between all departments is essential.
On a typical duty day, after receiving a flightbrief, I immediately connect to the relevant flight
departments to gather the necessary information.
For me as flight attendant that entails checking destination info, confirming catering preferences
if needed, doing research on how and where to order the best catering from, getting in touch
with the hotel at the earliest and ensuring all VIP specific items will be onboard.
Once we arrive at the plane, all crewmembers liaise with groundservices regarding loading
of catering, fuelling, necessary aircraft services, cabin preparation, details on VIP arrival at
airport, details on luggage loading etc.
After providing the best possible service inflight, we connect again post-landing with the
groundhandling to make sure the aircraft is serviced, service items are being cleaned, crew
immigration process and transport to hotel run smoothly.
After duty, we typically have an informal “debrief”, explore the destination, write necessary
reports, hit the gym or prepare for the next flight.
Or sometimes we simply catch up on sleep...
NEXUS Flight Operations Services / nexus.aero / [email protected] 5
CORPORATE NEWSLETTER | VOL. 2, ISSUE 3 | 2016
By Els Wonterghem05 COMMON QUESTIONS
How does a NEXUS flight attendant embody the NEXUS core values in
their job?
As far as passion and commitment to quality goes, as dedicated crew we remain with the same
aircraft and VIP, so we are in the perfect position to deliver a qualitative bespoke service to
the VIP.
For me as flight attendant, that means that I am genuinely motivated and passionate to learn
about the culture and personality of the VIP, source the best possible catering by talking
directly to chefs, go to all lengths to find a requested magazine, design a menu to a specific
occasion, pick up on small VIP habits so I can anticipate on that on the next flight, ensure
everything that VIP could ask for (and more) is onboard, the list is endless and the details
always make the difference.
Regarding integrity, I seize any opportunity to show my genuine interest in culture of the VIP
and make sure that my words and actions are consistent.
In my opinion it is very important to deliver a service from the heart, as VIP will sense
immediately whether a crewmember is genuine or not in their service.
Moreover, I can strive for innovation, creativity and uniqueness by presenting new onboard
products, surprise the VIP with new catering ideas, new flower designs, music, remembering
small details from previous conversations.
How does a NEXUS flight attendant demonstrate quality in our job
role to ensure customer service excellence?
For me as a flight attendant, demonstrating quality in my job role to ensure customer service
excellence, means “reading” and understanding the VIP as perfectly as possible in order to be
able to anticipate/act on all his inflight needs.
This can entail everything from knowing when not to approach the VIP to knowing if, how,
where exactly and when he likes his favourite chocolate to be placed next to his seat, the
smallest detail can be crucial.
Added to that, I believe a qualitative service should be non-intrusive and effortless in the eyes
of the VIP.
NEXUS Flight Operations Services / nexus.aero / [email protected] 6