Operations & Development Manager - Pre-flight Hospitality

About the role

Aspire Executive Lounges, part of Swissport, is looking for an Operations & Development Manager to lead its pre-flight hospitality services across Morocco, covering airport lounges, Fast Track and Meet & Greet. The role ensures consistent service excellence, regulatory compliance, efficient resource use and financial performance across all stations, working closely with the General Director, station teams and business partners.

Key responsibilities

• Oversee daily operations across stations and implement standardized procedures aligned with Aspire's brand and premium hospitality standards.
• Monitor reception quality, passenger flows, service delivery, staff presentation and facility readiness, and track customer satisfaction, complaints and NPS results.
• Lead and coach station supervisors and operational teams, optimize staffing and rosters, and identify recruitment and training needs.
• Prepare and monitor operational budgets, track KPIs such as volumes, productivity, revenue and costs, and oversee catering and service providers.
• Ensure compliance with airport regulations, health and safety, food hygiene and HACCP standards, and maintain good relations with airport authorities, airlines and other stakeholders.
• Identify growth opportunities, develop partnerships with airlines, hotels, travel agencies and tour operators, and drive walk-in sales, upselling and ancillary revenue.
• Support business cases and readiness for new lounge openings and service launches.

Required profile

• Bachelor's degree or equivalent in Hospitality Management, Business Administration, Operations Management or a related field.
• At least 5 years of operational management experience in airport services, premium hospitality lounges or a comparable environment, including managing multiple locations.
• Proven ability to lead teams, standardize operations, manage budgets and improve service quality and productivity.
• Strong commercial awareness, with experience supporting business development, partnerships or revenue growth.
• Willingness to travel regularly across Morocco and work outside standard hours when required.

Required skills

• Working knowledge of food safety, HACCP principles, supplier management and quality assurance.
• Proficiency in operational reporting, KPI analysis and Microsoft Office, especially Excel.
• Professional proficiency in French and English; Arabic is an advantage.