Operations & Development Manager

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 Executive Lounges (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 Executive Lounge offering to meet our ambition of being the Best Lounge provider globally. Job Summary The Operations & Development Manager leads the operational performance and development of Aspire’s pre-flight hospitality services across Morocco, covering airport lounges, Fast Track, and Meet & Greet. The role ensures consistent service excellence, regulatory compliance, efficient resource allocation, and financial performance across all stations. Working closely with the General Director, station teams, and business partners, the manager strengthens operational standards, drives revenue growth, and supports new service launches and network expansion. Your activities Operations & Service Excellence Oversee daily operations across all stations, ensuring a seamless passenger experience across Lounges, Fast Track, and Meet & Greet services. Implement standardized operating procedures aligned with Aspire’s brand requirements and premium hospitality standards. Monitor reception quality, passenger flows, service delivery, staff presentation, and facility readiness. Coordinate with the Operations Control Center and station supervisors to ensure accurate bookings, effective service planning, and timely resolution of operational issues. Monitor customer satisfaction, complaints, and NPS results, implementing corrective actions and continuous improvement initiatives. People & Resource Management Lead and coach station supervisors and operational teams, establishing clear responsibilities and performance objectives. Optimize staffing levels, rosters, and resource allocation according to passenger demand and operating hours. Identify recruitment and training needs, supporting onboarding, service training, and employee development. Promote accountability, teamwork, and consistent service standards across the network. Financial Performance & Supplier Management Prepare and monitor operational budgets in coordination with management, controlling labor costs and operating expenditure. Track key performance indicators, including service volumes, productivity, revenue, costs, and customer satisfaction. Oversee catering and other service providers, ensuring compliance with agreed quality standards, service levels, and contractual requirements. Supervise F&B quality, availability, presentation, stock control, and waste reduction in coordination with catering partners. Compliance & Stakeholder Relations Ensure adherence to airport regulations, health and safety requirements, food hygiene and HACCP standards, and internal policies. Conduct regular station inspections and operational audits, following up on corrective actions. Maintain effective working relationships with airport authorities, ONDA, DGSN, airlines, and other operational stakeholders. Coordinate incident management and business continuity measures to minimize service disruption. Business Development & Network Expansion Identify growth opportunities across existing stations, new locations, and complementary hospitality services. Develop partnerships with airlines, hotels, travel agencies, tour operators, and concierge companies in coordination with management. Drive walk-in sales, upselling, and ancillary revenue through clear team targets and service initiatives. Support business cases, operational planning, and readiness for new lounge openings and service launches. Monitor market developments, competitor offerings, and customer needs to recommend improvements to the service portfolio. Your profile Bachelor’s degree or equivalent in Hospitality Management, Business Administration, Operations Management, or a related field. Minimum 5 years of relevant operational management experience in airport services, premium hospitality, lounges, or a comparable service environment, including experience 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. Working knowledge of food safety, HACCP principles, supplier management, and quality assurance. Experience coordinating with airport authorities, airlines, or institutional partners is an advantage. Strong leadership, communication, negotiation, and problem-solving skills. Ability to manage competing priorities and make sound decisions in a demanding operational environment. Proficiency in operational reporting, KPI analysis, and Microsoft Office, particularly Excel. Professional proficiency in French and English; Arabic is an advantage. Willingness to travel regularly across Morocco and provide operational support outside standard working hours when required. 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!