Swissport

Operations Control Center Supervisor – Aspire Lounges & Fast Track

Casablanca

CDD / ContratSur site1–3 ansLicence / Bac+3AnglaisOpérationsTourisme / Hôtellerie

L’essentiel du poste

Résumé par Postule AI

Operations Control Center Supervisor role at Aspire Pre-Flight Hospitality (Swissport) overseeing real-time operational performance for Fast Track services and executive lounges. Responsibilities include monitoring reservation flows, coordinating with external partners, managing customer complaints, and tracking KPIs. Requires bachelor's degree, 2–3+ years premium customer service experience, strong problem-solving skills, and English fluency. Based in Casablanca, Morocco, with flexibility for varied hours including weekends.

Vos missions

  • Monitor and optimize reservation flows; coordinate operational activities with external partners including airports and airlines
  • Identify, escalate, and resolve service disruptions proactively while ensuring compliance with SOPs and service excellence standards
  • Supervise customer complaint processing and service requests; analyze guest feedback to improve NPS and implement corrective actions
  • Act as operational hub delivering real-time updates, reports, and incident escalations between lounges, Fast Track, airports, and airline partners
  • Track KPIs related to operational performance and customer satisfaction; identify workflow improvements and contribute to innovation projects

Profil recherché

  • You thrive in fast-paced, real-time operational environments with multiple stakeholders
  • You have strong problem-solving skills and can make quick decisions under pressure
  • You are passionate about delivering premium customer service and improving guest experience
  • You are comfortable with digital tools and data-driven decision-making
  • You have experience in hospitality, customer service, or operations management

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About the Role

The Operations Control Center (OCC) Supervisor oversees real-time operational performance for Fast Track services and Aspire Lounges, coordinating reservations, service delivery, and customer claims. You will ensure operational efficiency, seamless guest flow, and premium service standards through strong communication and quick decision-making.

Key Responsibilities

  • Monitor and optimize reservation flows; coordinate operational activities with external partners including airports and airlines
  • Identify, escalate, and resolve service disruptions proactively while ensuring compliance with SOPs and service excellence standards
  • Supervise customer complaint processing and service requests with empathy, clarity, and professionalism; analyze guest feedback to improve NPS
  • Act as the operational hub between lounges, Fast Track, airports, and airline partners; deliver real-time updates, reports, and incident escalations
  • Track KPIs related to operational performance and customer satisfaction; identify workflow improvements and contribute to operational innovation projects

About Aspire Pre-Flight Hospitality

We are Aspire Pre-Flight Hospitality, proudly part of Swissport. With over 35 years of award-winning hospitality experience, we are Europe's largest brand of executive lounges, serving over 5 million customers worldwide across 80 lounges—more than 14,000 guests per day. We deliver outstanding customer experiences and bring sophistication to everyday travel.

Your Profile

  • Bachelor's degree in Hospitality, Tourism, Operations, or related field
  • 2–3+ years' experience in a premium customer service environment
  • Strong problem-solving and decision-making skills under time pressure
  • Excellent written and verbal communication skills in English
  • Customer-focused mindset with passion for service excellence
  • Comfortable using digital tools (dashboards, reporting platforms)
  • Team spirit, resilience, and positive attitude; flexibility to work varied hours including weekends and evenings

Why Join Us

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive success. We are committed to fostering an inclusive workplace where all qualified applicants receive consideration without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Join a team that connects the world of aviation.

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