About Swissport
Swissport is a global leader in the aviation services industry, present at 286 airports around the world. One of our key competitive advantages is our industry-leading service portfolio, which includes ground handling, cargo services, and lounge hospitality.
With more than 34 years of award-winning airport hospitality experience, Aspire Executive Airport Lounges is the world’s number 2 and Europe’s largest brand of airport lounges, serving over 5 million customers globally each year. We operate 100 lounges at 38 airports across 13 countries, welcoming over 11,000 guests daily, and we continue to grow.
Job Summary
Do you want to be at the forefront of one of the most exciting and fastest-growing sectors in Travel & Hospitality? If you are passionate about delivering world-class guest experiences, leading hospitality teams, and enjoy meeting new faces every day, then this is the role for you. We are seeking a dynamic and experienced individual to join our team as Operations Management Support – Executive Lounges & Hospitality CEMEA.
Key Responsibilities:
* Leading and Inspiring: Motivate and lead our lounge hospitality teams to deliver best-in-class service, creating memorable moments for our guests.
* Operations Excellence: Oversee day-to-day lounge operations with Lounge Managers, ensuring smooth and efficient operations.
* Supporting New Openings: Play a key role in supporting new lounge openings across the region, ensuring consistent standards and operational success.
* Strategic Planning: Develop and implement strategies to enhance guest satisfaction, optimize revenue, and improve operational efficiency.
* Guest Relations: Foster positive relationships with guests, handle feedback, and resolve issues to ensure exceptional guest experiences.
* Financial Management: Manage budgets, control costs, and drive revenue growth while maintaining high service quality.
* Multisite Leadership: Lead and manage multiple sites, creating synergies between lounges and empowering teams to deliver their best. Focus on talent development and resource optimization.
* Attention to Detail: Oversee all business areas with a keen eye for detail, ensuring brand standards are consistently delivered and utilizing guest feedback to improve performance against KPIs.
* Accountability: Take full accountability for delivering the site business plan, supporting and enabling the bigger business picture.
* Health & Safety Compliance: Demonstrate knowledge of health and safety regulations and ensure high standards are maintained during all audits.
* Agility and Time Management: Be agile in thinking and effectively manage your time to meet business needs in this dynamic multisite role overseeing a regional portfolio of lounges.
* Collaborative Leadership: Work closely with the wider Lounge SLT, collaborating with operational and departmental peers to support the CEO/CCO in each country.
* Industry Experience: Ideally, bring a wealth of management experience from the hospitality, leisure, or retail industries, with a strong focus on guest service and business results.
Qualifications and Competencies:
* A seasoned hospitality professional with a focus on operations
* Fluent in English (additional languages a plus)
* An accomplished leader with integrity, empathy, and high leadership standards
* Highly numerate and analytical, with the ability to interpret data and manage budgets
* High level of personal presentation and pride
* Proven experience in multisite leadership, particularly in premium/luxury environments
* Background in hotels, restaurants, or venues (e.g., stadium hospitality)
* Strong leadership experience is essential
* Clean driving license and no criminal record (required for airside passes)
* Hospitality education or qualifications are desirable
* Demonstrable track record with 5-8 years of experience in hospitality
* F&B experience is desirable
* Experience in opening new locations is a plus
* Willingness to travel (air, train, car) up to 50% of your time
* Position based in Madrid, Spain
Equal Employment Opportunity Statement
Swissport is an equal opportunity employer. We base our hiring decisions on business needs and the best-qualified candidates available. We do not discriminate in employment decisions on the basis of any protected category. Candidates who are offered employment may be subject to a criminal record check and other background checks as permitted or required by company policy or applicable law.