Passenger Service Supervisor

About the Role

Swissport is seeking a Passenger Service Supervisor to join their team in Makkah, with operations spanning Taif and Makkah. 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 for various airlines. The supervisor will control all functions of the Passenger Services team during a shift, focusing on timely flight departures, accurate baggage handling, and achieving 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).
• Monitor staff attendance and conduct daily briefings, assigning and distributing work, and reviewing for accuracy.
• Ensure compliance with Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) for gate and transfer desk processes.
• Liaise and coordinate with the PRM team for special handling requests (WCHR/UM/DEPU).
• Monitor and coordinate flight close-out procedures 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 system breakdowns.
• Ensure proper execution of carrier-specific procedures to meet or exceed service delivery targets.
• Update reports for office equipment failures, discrepancies, and incidents, and ensure staff compliance with uniform and PPE policies.
• Motivate staff, facilitate two-way communication, and recommend procedural changes to increase operational efficiency.
• Develop work plans, determine shift priorities, and create performance improvement plans for the team.
• Seek customer feedback for continuous service improvement and track stationery inventory.
• Ensure proper coverage for operational deviations (*, extra flights, charters) and reconcile monies collected for ad-hoc services.
• Finalize all post-flight paperwork and activities, conduct debriefings, and investigate operational irregularities.
• Report occurrences, events, violations, and acts affecting safety, security, and company reputation.
• Maintain an accurate log and inventory of support tools (radios, phones, tablets, WCHRs) and report defects immediately.
• Ensure accurate and prompt submission of daily reports and data capture in Swissport reporting tools.
• Generate a summary report of all terminal activities at the end of each shift and perform additional duties as instructed by management.

Qualifications and Experience

• Candidates should possess 2-5 years of relevant experience in passenger services or a similar operational leadership role.

Work Environment

This is a full-time position based in the Makkah region, covering operations in Taif and Makkah. The role requires active involvement in terminal operations, including check-in counters, boarding gates, and MAAS areas.

Compensation

Salary for this position will be discussed during the interview process.