Operations Control Center Supervisor

About the role

Join Aspire Executive Lounges, Europe’s largest executive lounge brand, as an Operations Control Center (OCC) Supervisor. You will oversee real‑time performance of Fast Track services and lounge operations, ensuring seamless guest flow and premium service delivery.

Key responsibilities

• Monitor and optimise reservation flows in real time.
• Coordinate operational activities with external partners, airports, and airline partners.
• Identify, escalate and resolve service disruptions proactively.
• Ensure compliance with SOPs and maintain high service‑excellence standards.
• Supervise processing of customer complaints and service requests, maintaining empathy and professionalism.
• Analyse guest feedback, implement corrective actions and improve NPS.
• Act as the operational hub, delivering clear updates, reports and incident escalations.
• Maintain accurate logs of operational issues and resolutions.
• Track KPIs related to performance and satisfaction, identifying workflow enhancements.
• Contribute to improvement projects and operational innovation.

Required profile

• Bachelor’s degree in Hospitality, Tourism, Operations or a 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 in English.
• Customer‑focused mindset with a passion for service excellence.
• Team spirit, resilience and a positive attitude.
• Flexibility to work varied hours, including weekends and evenings.

Required skills

• Proficiency with digital tools such as dashboards.
• Experience using reporting platforms.