Passenger Service Supervisor

About the Role

Swissport is seeking a Passenger Service Supervisor to join their team in Dammam, Eastern region. This full-time role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service across check-in counters, boarding gates, and MAAS for various airlines, all while maintaining regulatory compliance. The supervisor will be responsible for overseeing all functions of the Passenger Services team during shifts to ensure accurate bag handling, timely flight departures with no discrepancies, and high customer satisfaction for both passengers and airlines.

Key Responsibilities

• Perform all Passenger Service agent tasks in addition to supervisory duties.
• Lead, inspire, and coach the team to meet and exceed departmental goals and Key Performance Indicators (KPIs).
• Conduct pre and post-flight editing and monitor the attendance of all Passenger Handling staff.
• Organize daily staff briefings, assign and distribute work, review work for accuracy, and provide recommendations to the Passenger Services Manager.
• Ensure efficient resource utilization through reallocation and reassignment.
• Monitor gate and transfer desk processes per flight in accordance with Service Level Agreements (SLAs).
• Liaise and coordinate with the PRM team for all special handling requests (WCHR/UM/DEPU).
• Monitor and coordinate flight close-out as per SLAs and dispatch paperwork with the flight controller.
• Manage queues at the departure terminal to ensure seamless operations.
• Maintain professionalism in all communications via email, radio, telex, and telephone.
• Organize and manage resources during crisis situations such as flight disruptions, delays, or system breakdowns.
• Ensure adherence to carrier-specific procedures to meet or exceed service delivery targets.
• Update reports for office equipment failures, discrepancies, and incidents.
• Ensure employee compliance with uniform, appearance, and personal protective equipment policies.
• Motivate staff and facilitate effective two-way communication within the department.
• Recommend changes in practices and procedures to increase operational efficiency.
• Develop or modify work plans and determine work priorities for each shift.
• Develop performance improvement plans, document performance, provide feedback, and formally evaluate employees.
• Seek customer feedback and opportunities for continuous improvement in service delivery.
• Track stationery inventory and place orders for supplies from customer airlines.
• Ensure proper coverage for operational deviations (*, extra flights, charters) and reconcile monies collected for ad-hoc services and excess baggage.
• Finalize all post-flight paperwork and activities.
• Conduct debriefings with teams as required.
• Investigate operational irregularities and submit reports/recommendations to the Duty Officer and Manager, Passenger Services.
• Report occurrences, events, violations, and acts that may affect safety, security, and company reputation.
• Ensure proper logging and accurate inventory of support tools such as communication radios, mobile phones, tablets, and WCHRs, reporting any defects immediately.
• Ensure accurate and prompt submission of data capture and daily reports using defined formats or Swissport reporting tools (*, FSC, SOR, ****
• Generate a summary report of all terminal activities after each shift.
• Carry out any additional duties as instructed by management.