Operations Control Center (OCC) Agent – Casablanca

About the role

The Operations Control Center (OCC) Agent ensures real‑time coordination of Fast Track and VIP lounge services at the Casablanca airport. You will monitor guest flow, manage reservations and act as the communication hub that guarantees a premium experience for travelers.

Key responsibilities

• Monitor Fast Track and VIP lounge access in real time and adjust guest flow accordingly.
• Manage reservations, optimise queue management and support lounge partners with daily operational tasks.
• Identify, report and help resolve service disruptions while ensuring compliance with operational procedures.
• Process customer requests, inquiries and complaints via email and phone, delivering clear and empathetic communication.
• Serve as the primary operational contact between lounges, airport partners and internal service teams, providing timely updates and escalations.
• Maintain accurate logs of incidents, events and resolutions, and contribute to root‑cause analysis and workflow improvements.

Required profile

• Higher education (Bac+2/Associate degree) in Hospitality, Tourism, Management or a related field.
• Experience in premium service environments or operational roles.
• Strong communication skills in French and English.
• Customer‑focused, solution‑oriented and able to work under pressure.
• Team spirit, reliability and a positive attitude.
• Flexibility to work varied hours, including evenings and weekends.

Required skills

What we offer

• A diverse and inclusive workplace that values equal opportunity.
• Opportunity to grow within a leading global hospitality brand.
• Dynamic environment with exposure to international travel and airport operations.