Passenger Service Duty Officer Flynas JED Station

About the Role

Swissport KSA is seeking a Passenger Service Duty Officer for Flynas JED Station. This full-time position is based in Jeddah, Makkah, and involves managing and directing activities within the passenger services department to ensure safe and quality ground handling services for customers. The role is primarily accountable for above-wing operations at the terminal.

Key Responsibilities

• Provide leadership and work direction to Passenger Handling teams.
• Ensure compliance with departmental Key Performance Indicators (KPIs).
• Monitor all handling services for scheduled and ad-hoc operations at the terminal.
• Oversee attendance of all Passenger Handling staff, including Check-In, Lost & Found, and MAAS/PRM teams.
• Conduct briefings with Passenger Handling teams before operations commence.
• Liaise with shift supervisors regarding daily duty allocations.
• Ensure all positions (Check-In Counters, Transfer Desk, Arrivals) are opened according to Service Level Agreements (SLAs).
• Coordinate with shift supervisors for cross-utilization of resources through reallocation and staff management.
• Ensure document profile desks at Check-In and Gate are set up as per SLAs.
• Monitor gate and transfer desk processes per flight according to SLAs.
• Coordinate with the MAAS/PRM team for special handling requests (WCHR/UM/DEPU).
• 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 with customers and authorities, maintaining a constant 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 AHL/OHD lists and update files at the end of each shift.
• Liaise with shift supervisors to ensure customer-supplied products and stationery are stored correctly after operations.
• Ensure proper coverage for operational deviations (*, extra flights, charters, delayed flights) and reconcile monies collected for ad-hoc services.
• Monitor and cross-check that all post-flight paperwork and activities are finalized.
• Conduct debriefings with teams as required.
• Investigate 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 an accurate log/inventory of support tools such as communication radios, mobile phones, tablets, and WCHRs, reporting defects immediately.
• Issue long-term planning/allocations (next 24 hours) and cross-check resources (manpower and equipment).
• Ensure data capture and daily reports are accurate and promptly submitted as per defined formats and/or Swissport reporting tools (FSC, SOR, **, etc.).
• Generate a summary report of all terminal activities after the end of the shift.
• Liaise and coordinate with the Duty Officer Ramp to ensure timely flight dispatch.
• Perform any additional duties as instructed by management.