What does a day in the life of a Sheltair general manager look like, and how do you prioritize tasks to deliver exceptional service?
No two days as a Sheltair general manager ever look the same. While there are daily responsibilities, aviation is an ever-changing industry, and you have to be prepared for anything. One constant, though, is starting the day by connecting with our team—I make it a priority to personally check in with everyone, from the line service and customer service teams to managers and other departments within our facility. These touchpoints aren’t just about logistics; they reinforce the close-knit, family-oriented culture we take pride in at Sheltair.
While checking in with the customer service team, I review the schedule for the day, noting any VIP or high-profile guests to ensure we’re prepared to deliver an exceptional experience. Over the years, I’ve learned that flexibility is key—things can change at a moment’s notice, and it’s our job to adapt seamlessly while upholding the highest standards of safety and service.
What inspired you to pursue a career in aviation, and how did your journey lead you to Sheltair?
My passion for aviation started when I was in first grade. I still remember the exact moment—it was a trip to Disney World with my grandparents, and as we drove past Kansas City International Airport, I saw three glowing lights in the sky getting bigger and bigger. Then, suddenly, a beautiful airplane appeared right in front of me, and I was completely in awe. That day, I not only got to take my first flight but also visit the cockpit, where a pilot handed me my first set of wings. From that moment on, I was hooked.
I immersed myself in aviation—attending airshows, talking to pilots, and eventually going to college to become one myself. While in school, I worked full-time at an FBO, which gave me valuable hands-on experience. After flying for the airlines for a short time, the 2008 market crash forced many pilots, including myself, to pivot. I returned to college to pursue additional aviation degrees while continuing to work full-time in FBO operations.
Over the years, I worked my way up from line service technician to supervisor, then to operations manager, and eventually general manager across various aviation companies. When I saw that Sheltair was hiring a general manager in Melbourne, FL, I jumped at the opportunity—not only was it where my family and I wanted to be, but Sheltair’s commitment to people, service, and family-first culture aligned perfectly with my values. It’s been an incredible journey, and I’m grateful to be part of a team that shares my lifelong passion for aviation.
How do you see the role of technology shaping the future of FBO services and operations at Sheltair?
Technology has been shaping the future of FBO services since I started in this industry over 20 years ago, and its impact continues to grow at an incredible pace. Today, we have more tools and resources at our fingertips than ever before, but the challenge isn’t just about adopting new technology—it’s about finding the right solutions that align with Sheltair’s commitment to safety, efficiency, and exceptional service.
Not every aviation software or tracking system will meet our specific needs, which is why we carefully evaluate and test every piece of technology to ensure it enhances our operations. In the past year and a half, we transitioned to a new point-of-sale system that allows us to track operations more effectively and provide an even higher level of customer service. We’ve also digitized all of our quality control maintenance records, putting critical information in the palms of our hands—streamlining operations, increasing efficiency, and reducing costs.
As technology continues to evolve, Sheltair remains committed to staying ahead of the curve, embracing innovations that help us deliver the safest, most seamless experience for our customers while supporting the long-term growth of our business.
If you could offer one behind-the-scenes insight about managing an FBO that customers wouldn’t typically know, what would it be?
Managing an FBO isn’t just a job—it’s a lifestyle. Aviation has to be in your blood to succeed in this role because every day brings new challenges, new opportunities, and constant learning. You have to be passionate about both aircraft and customer service while staying adaptable in an industry that never stands still.
Most people don’t realize that being an FBO general manager means wearing many hats. One moment, you’re coordinating logistics for high-profile clientele, celebrities, military operations, or airline services, and the next, you’re problem-solving unexpected challenges on the ground. It’s a 24/7 business, and the work doesn’t stop when we leave the office. We often work well beyond a typical eight-hour shift, ensuring everything runs seamlessly while maintaining the level of service and safety that defines Sheltair.
At the end of the day, the long hours and demanding schedule are worth it because we’re not just managing an operation—we’re fostering a family-like culture that puts people first, both within our team and for every customer who walks through our doors.
What motivates you to continually raise the bar for Sheltair’s services, and what do you hope customers take away from their experiences?
I’ve always been driven by the desire to succeed, and for me, success means delivering the highest level of service every single day. Aviation is about more than just moving aircraft—it’s about creating experiences. I want every customer to leave with a lasting, positive impression, knowing that they were genuinely cared for during their time with us.
At an FBO, we have the unique opportunity to turn someone’s day around. If a customer steps off the aircraft after a difficult trip, we have the power to make their experience better from the moment they arrive. And if they’re departing after a long journey, we’re their final touchpoint before they take off. Those moments matter, and I take pride in ensuring that every interaction—whether it’s a routine visit or a high-pressure situation—reflects the warmth, hospitality, and professionalism that define Sheltair.
FBOs aren’t just the face of the airport; we’re the face of the community. We’re often the first and last impression visitors have of a city, and I want that impression to be one of excellence, care, and the family-oriented service that sets Sheltair apart.
