Supervisor Passenger Service Flynas TUU Station

About the Role

Swissport KSA is seeking a Supervisor Passenger Service for Flynas at TUU Station in Tabuk, 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. The supervisor will manage all functions of the Passenger Services team during shifts to ensure timely flight departures 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 departmental goals and ensure compliance with KPIs and SOPs.
• Conduct Pre/Post Flight Editing and monitor attendance of all Passenger Handling staff (Check-in, MAAS/PRM).
• Organize daily staff briefings, assign and distribute work, and review for accuracy and completeness.
• Ensure cross-utilization of resources and monitor gate and transfer desk processes per flight according to SLAs.
• Liaise with the PRM team for special handling requests (WCHR/UM/DEPU) and coordinate flight close-out and dispatch paperwork.
• Manage queues at the departure terminal and ensure professionalism in all communications (email, radio, telex, telephone).
• Organize and manage resources during crisis situations such as flight disruptions, delays, or system breakdowns.
• Ensure procedures established by each carrier are carried out professionally to meet service delivery targets.
• Update reports for office equipment failures, discrepancies, and incidents.
• Ensure employee compliance with uniform, appearance, and PPE policies.
• Motivate staff, facilitate two-way communication, and recommend changes for operational efficiency.
• 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 employees.
• Seek customer feedback and opportunities for continuous improvement in service delivery.
• Track stationery inventory and place orders 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.
• Report occurrences, events, violations, and acts affecting safety, security, and company reputation.
• Maintain an accurate log/inventory of support tools (radios, mobile phones, tablets, WCHRs) and report defects.
• Ensure accurate and prompt submission of data capture and daily reports using defined formats and Swissport reporting tools.
• Generate a summary report of all terminal activities after the end of each shift.
• Carry out additional duties as instructed by management.

Qualifications and Competencies

• A minimum of three years of experience as a Passenger Service Agent.
• High School diploma.
• Demonstrated passion for customer service with relevant work experience.
• Proven ability in problem-solving and decision-making.
• Commitment to continuous improvement.
• A good understanding of all regulatory and recommended procedures related to the airport environment.
• Flexibility to work various shifts, including days, evenings, nights, weekends, and holidays.

Experience Required

Candidates should possess 2-5 years of relevant experience in passenger services, with at least three years specifically as a Passenger Service Agent.

Work Environment

This is a full-time position based in Tabuk, Saudi Arabia, requiring adaptability to various shift schedules to support continuous airport operations.