Passenger Service Duty Officer

About the Role

Swissport is seeking a Passenger Service Duty Officer to join its team in Abha, 'Asir, Saudi Arabia. This part-time role involves efficiently managing and directing activities within the passenger services department, ensuring a safe and quality ground handling product for customers. The Duty Officer is overall accountable for terminal operations (above wings).

Key Responsibilities

• Provide leadership and work direction to Passenger Handling teams.
• Ensure compliance with established department Key Performance Indicators (KPIs).
• Monitor all handling services provided at the Terminal for Scheduled and Adhoc operations.
• Monitor attendance of all Passenger Handling staff (Check-In, Lost & Found, MAAS/PRM).
• Conduct briefings with all Passenger Handling teams before operations commence.
• Liaise with shift supervisors on daily duty allocations.
• Ensure all positions (Check-In Counters, Transfer desk & Arrivals) are opened as per Service Level Agreements (SLAs).
• Coordinate with shift supervisors on cross-utilization of resources through reallocation and innovative staff management.
• Ensure document profile desks at Check-in & Gate are set up as per SLAs (where applicable).
• Monitor gate and transfer desk processes per flight as per SLAs.
• Liaise and coordinate with the MAAS/PRM team on all special handling requests.
• Monitor and coordinate flight close-out as per SLAs and dispatch paperwork.
• Manage queues at the departure terminal to ensure seamless operations.
• Participate in periodic performance reviews and disciplinary sessions for staff.
• Engage customers and authorities, maintaining presence at the terminal during operations for queries.
• Conduct spot checks at the arrival hall to ensure pre-flight setup is complete.
• Monitor first bag/last bag offload processes at arrivals.
• Review the AHL/OHD list and update files at the end of the shift.
• Liaise with shift supervisors to ensure customer-supplied products and stationery are stored correctly after operations.
• Ensure deviations from daily operations (*, extra flights, charters, delayed flights) are properly covered and reconciliation is done for any monies collected for adhoc services.
• Monitor and cross-check that all post-flight paperwork and activities are finalized.
• Conduct debriefings with teams as required.
• Investigate all operational irregularities at the terminal and submit reports/recommendations to the Manager, Passenger Services & Duty Station Manager.
• Report occurrences, events, violations, and acts that may affect safety, security, and company reputation at the terminal.
• Maintain and enforce company policies.
• Maintain a comprehensive and accurate log/inventory of support tools (*, communication radios, mobile phones, tablets, WCHRs) and report defects immediately.
• Issue long-term planning/allocation (next 24H) and cross-check resources (manpower and equipment).
• Ensure data capture and daily reports, as per defined formats and/or Swissport reporting tools (FSC, SOR, **** etc.), are accurate and promptly submitted.
• Generate a summary report of all terminal activities after the shift.
• Liaise and coordinate with the Duty Officer Ramp to ensure flights are dispatched on time.
• Carry out any additional duties as instructed by management.

Qualifications and Experience

• Minimum of 3 years of Passenger Services Supervisor experience.
• Excellent verbal and written communication skills in English; Arabic is an advantage.
• Excellent knowledge of all functions within Passenger Services.
• Strong organizational and multitasking skills.
• Demonstrated leadership ability.
• Customer focus and quality awareness.
• Ability to deal with conflict effectively.
• Valid Driver’s License.

Work Environment and Conditions

• Ability to work in inclement weather conditions.
• Capacity to perform effectively under pressure.
• Flexibility to work varied hours as required by operational needs.