Passenger Service Supervisor Al Ula

About the Role

Swissport is seeking a Passenger Service Supervisor to join their team in Al Ula, Riyadh, Saudi Arabia. This full-time role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service and operational compliance across check-in counters, boarding gates, and MAAS for various airlines. The supervisor will be responsible for controlling all functions of the Passenger Services team during a shift, aiming for timely flight departures, accurate baggage handling, and high customer satisfaction for both passengers and airlines.

Key Responsibilities

• Perform all Passenger Service agent tasks in addition to supervisor responsibilities.
• Lead, inspire, and coach the team to meet and exceed established departmental goals and Key Performance Indicators (KPIs).
• Conduct daily staff briefings, assign and distribute work, and review work for accuracy and completeness.
• Monitor attendance of all Passenger Handling staff (Check-in, MAAS/PRM) and ensure cross-utilization of resources.
• Ensure and monitor gate and transfer desk processes per flight in accordance with Service Level Agreements (SLAs).
• Liaise and coordinate with the PRM team on 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 and maintain professionalism in all communications.
• Organize and manage resources during crisis situations such as flight disruptions, delays, or systems breakdowns.
• Ensure procedures established by each carrier are carried out professionally 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 to encourage feedback and promote efficiency.
• Recommend changes in practices and procedures to increase operational efficiency and expedite workflow.
• Develop or modify work plans, methods, and synergies, determining work priorities for each shift.
• Develop performance improvement plans, document performance, provide feedback, and formally evaluate employee work.
• Seek customer feedback and opportunities for continuous improvement in service delivery.
• Track stationery inventory and order supplies as needed from customer airlines.
• Ensure proper coverage for deviations from daily operations (*, extra flights, charters, delayed flights) and reconcile monies collected for ad-hoc services and excess baggage.
• Finalize all post-flight paperwork and activities, and hold debriefings as required.
• Investigate operational irregularities at the terminal 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.
• Maintain a proper and accurate log/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 in defined formats or Swissport reporting tools (*, FSC, SOR, ****
• Generate a summary report of all terminal activities after the end of each shift.
• Carry out any additional duties as instructed by management.