Location: Casablanca, Rabat, Tanger, Fés, Agadir and Marrakech.

Job Summary

The Lounge Supervisor is responsible to oversee the daily operations of our Premium Lounge and fast track. In his role, you will be responsible for ensuring a 5-star experience for all guests, managing staff, and maintaining the highest standards of service and hospitality and customer service. He will play a key role in creating a welcoming and sophisticated environment where passengers can relax and enjoy a first-class fast track service premium amenities before their flights.

Job Responsibilities:

Operational Excellence:

Ensure the smooth daily operation of the lounge, maintaining a 5-star service level at all times.

Manage third-party vendors for catering and cleaning services, including overseeing food and consumable orders.

Monitor and maintain lounge presentation, ensuring cleanliness, and proper functioning of all amenities.

Implement and enforce standard operating procedures (SOPs) to ensure consistency and efficiency.

Proactively identify and resolve operational challenges, ensuring minimal disruption to guests

Monitoring of the local cash register at the station.

Customer Service:

1. Exceed guest expectations by providing exceptional, personalized service.
2. Respond to guest inquiries and complaints promptly and effectively.
3. Analyze customer feedback and implement action plans to address any concerns and continuously improve service quality.
4. Foster a customer-centric culture among the lounges team

Leadership and Team Management:

1. Lead, motivate, and develop a high performing for fast track and lounge team.
2. Delegate tasks and responsibilities effectively.
3. Provide coaching, mentoring, and on-the-job training to enhance staff skills and performance.
4. Conduct performance evaluations and identify areas for improvement.
5. Manage staff schedules, attendance, and overtime.
6. Ensure adherence to grooming standards.

Compliance and Reporting:

1. Ensure compliance with all health and safety, food safety, and relevant industry regulations.
2. Maintain accurate records and complete monthly reports in line with company procedures.
3. Stay informed about airline customer requirements and ensure adherence to their SOPs.

Continuous Improvement

1. Create an environment that encourages continuous improvement and innovation.
2. Identify opportunities to enhance the guest experience and optimize lounge operations.
3. Build and maintain positive working relationships with airport stakeholders.

Qualifications and Competencies:

• Minimum of bachelor’s degree in hospitality
• Minimum of 3 years of experience
• Proven experience in a supervisory or management role within a customer-facing, hospitality-driven environment (e.g., premium lounge, hotels, restaurants).
• Strong understanding of luxury service standards and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to lead, motivate, and develop a team.
• Proficient in managing budgets and resources.
• Knowledge of health and safety regulations
• Flexible work style and ability to work under pressure
• Demonstrates the ability to work as part of a team
• Good communication skills, both written and verbal
• High proficiency in spoken and written English as the corporate language