Fixed-base operators sit at the intersection of aviation hospitality and ground operations. From the moment an aircraft calls ahead for landing services to the time it departs, an FBO's team is managing fuel orders, crew services, hangar availability, passenger amenities, and billing - all simultaneously. During peak periods, staff can become overwhelmed, and service quality suffers. A virtual assistant with knowledge of FBO operations can handle the behind-the-scenes administrative and communication workload, allowing your line service staff and customer-facing team to deliver the premium experience pilots and passengers expect.
Reservation and Arrival Coordination
Most FBOs handle a mix of transient traffic, based tenants, and charter arrivals - each with different service expectations. A VA can manage the reservation inbox, confirm arrival details with pilots or operators, communicate fuel uplift requests, arrange catering orders from local vendors, and coordinate ground transportation for passengers. Pre-arrival checklists can be prepared and distributed to line staff, ensuring the ramp is ready before the aircraft arrives. This preparation reduces scrambling on the floor and reflects well on your operation.
Customer Service and Pilot Lounge Support
Pilots and crew stopping at your FBO expect a comfortable, well-managed environment. A VA can handle customer service inquiries via phone, email, and online chat - answering questions about services, pricing, local amenities, and hotel recommendations. For based tenants and regular visitors, VAs can maintain preference profiles and ensure services are personalized. Post-visit follow-ups, satisfaction surveys, and loyalty program management can all be delegated to a VA, helping you build the relationships that generate repeat business and referrals.
Fuel Order Management and Billing
Fuel is the highest-revenue line item for most FBOs, and accurate fuel order tracking is essential. A VA can log fuel uplifts against aircraft tail numbers, verify contract pricing for based customers and fuel card accounts, and flag discrepancies before billing is processed. Invoice generation, payment follow-up, and reconciliation with fuel supplier statements can all be managed by a VA familiar with aviation fuel billing workflows. This reduces accounting errors and ensures your revenue is captured accurately.
Hangar and Tie-Down Management
Managing hangar space and tie-down assignments involves constant coordination - tracking aircraft in and out, managing waitlists, handling temporary hangar requests, and communicating with tenants about space changes. A VA can maintain your hangar management system, send monthly billing reminders, handle tenant inquiries, and coordinate with line staff on hangar logistics. For FBOs with multiple hangar buildings or complex tie-down fields, this administrative coordination is a significant time investment that a VA can absorb efficiently.
Vendor Coordination and Administrative Support
FBOs work with a range of vendors: catering companies, ground transportation providers, rental car agencies, hotels, and maintenance shops. A VA can manage vendor relationships, place recurring orders, resolve billing discrepancies, and maintain vendor contact databases. On the administrative side, VAs can manage scheduling, draft correspondence, maintain compliance records for airport authority requirements, and prepare reports for management. This support layer frees your leadership team from routine tasks and keeps operations running without interruption.
Ready to Streamline Your Operations With a Virtual Assistant?
Stealth Agents connects FBOs with virtual assistants who understand the pace and service expectations of the aviation ground support industry. From fuel billing to pilot lounge customer service, a Stealth Agents VA can handle the administrative and communication tasks that keep your operation running at peak performance. Visit virtualassistantva.com to learn more and schedule your free consultation.