Overview Do you want to be at the forefront of one of the most exciting and fastest growing sectors in Travel & Hospitality?If you have a passion for delivering world class guest experience, leading hospitality teams and enjoy meeting new faces every day, then this is the role for you. We are Aspire Pre-Flight Hospitality (Proudly part of Swissport). With more than 35 years of ward winning hospitality experience, we are Europe’s largest brand of executive lounges and serve over 5 million customers worldwide within 80 lounges, that’s over 14,000 guests per day. We deliver outstanding customer experiences, bringing sophistication to everyday travel, delivering our brand promise of ‘the perfect start’.We are seeking candidates for an exciting opportunity to join a high-flying team of hospitality professionals and to continually improve the Aspire Pre-Flight Hospitality offering to meet our ambition of being the Best Lounge provider globally. Job Summary The OCC Supervisor oversees real-time operational performance for Fast Track services & Aspire Lounges, coordinating reservations, service delivery and customer claims. You ensure operational efficiency, seamless guest flow and premium service standards through strong communication and quick decision making. Your activities Operational Control
- Monitor and optimize reservation flows
- Coordinate operational activities (Fast Track & Lounge) with external partners
- Identify, escalate and resolve service disruptions proactively
- Ensure compliance with SOPs and service excellence standards Customer Relations Management
- Supervise the processing of customer complaints and service requests
- Maintain a high level of empathy, clarity and professionalism in every case
- Analyze guest feedback and implement corrective actions to improve NPS Communication & Stakeholder Coordination
- Act as the operational hub between lounges & Fast Track, airports and airline partners
- Deliver clear updates, reports and incident escalations in real time
- Maintain accurate logs of operational issues and resolutions Reporting & Continuous Improvement
- Track KPIs related to operational performance and customer satisfaction
- Identify opportunities to enhance workflows and digital tools
- Contribute to improvement projects and operational innovation Your profile •Bachelor’s degree in Hospitality, Tourism, Operations or related field
- 2–3+ years’ experience in premium customer service environment
- Strong problem-solving and decision-making skills under time pressure
- Excellent communication skills in English (written and verbal)
- Customer-focused mindset with a passion for service excellence
- Comfortable using digital tools (dashboards, reporting platforms)
- Team spirit, resilience and positive attitude
- Flexibility to work varied hours based on operational needs (weekends/evenings) At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Visit our website at https://careers.swissport.com to learn more about Life at Swissport. Join Swissport today and be part of a team that connects the world of aviation!
