TAG Farnborough's success is down to our strong and stable team with extensive knowledge of our customers. In my opinion, this is invaluable when it comes to delivering a bespoke service.

"When recruiting, attention to detail, a sense of urgency, a 'can-do' attitude, strong team spirit and an ability to work under pressure are all requisite qualities that I do not compromise on.

"I was attracted by TAG Farnborough's uncompromising ethos of service excellence. The airport is an oasis in a very busy environment. I remember walking into the FBO terminal for the first time thinking that it felt so peaceful, not knowing at the time that we can sometimes average up to 100 movements a day.

"When I was in the five-star hotel industry, I was trained to continually look for ways to improve my performance and my product. Shortly after I joined the airport, we implemented the concierge service, an invaluable addition that has enabled us to provide a bespoke service for every one of our customers.

"We receive unusual requests every day; from a pilot asking for a 'very hard' toothbrush, to Egyptian cotton pyjamas and even Angolan food for a flight attendant, to name just a few. One example was when we found a school photo left in the passenger lounge. Our only clue was the first name of one of the children written on the back of the photo. After calling all the local schools in the area and doing some research, we finally reunited the little girl with her souvenir photo. Needless to say, she was very happy, and her parents will remember us for it!

"Our business is unpredictable, as owners can decide to leave at any moment, so we need to be ready at all times. At the moment I am looking ahead, planning for 2012 and getting prepared for the Olympics, of course.

Sophie Lesnoff, customer services manager, TAG Farnborough Airport