Passenger Service Supervisor

About the Role

Swissport is seeking a Passenger Service Supervisor for a full-time position in Najran. This role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service at check-in counters, boarding gates, and MAAS for various airlines while maintaining regulatory compliance.

Key Responsibilities

The Passenger Service Supervisor is responsible for controlling all functions of the Passenger Services team during a shift, ensuring timely flight departures with nil discrepancies, accurate bag accounting, and achieving customer satisfaction for both passengers and airlines. Specific responsibilities include:

• Performing all Passenger Service agent tasks in addition to supervisory duties.
• Leading, inspiring, and coaching the team to meet and exceed departmental goals and KPIs.
• Conducting pre/post-flight editing and monitoring staff attendance.
• Organizing daily staff briefings, assigning work, reviewing for accuracy, and providing recommendations.
• Ensuring cross-utilization of resources and monitoring gate and transfer desk processes per flight as per SLAs.
• Liaising and coordinating with the PRM team for special handling requests (WCHR/UM/DEPU).
• Monitoring and coordinating flight close-out and dispatching paperwork with the flight controller.
• Managing queues at the departure terminal to ensure seamless operations.
• Maintaining professionalism in all communication channels (email, radio, telex, telephone).
• Organizing and managing resources during crisis situations such as flight disruptions or system breakdowns.
• Ensuring compliance with carrier-specific procedures and service delivery targets.
• Updating reports for office equipment failures, discrepancies, and incidents.
• Ensuring employee compliance with uniform, appearance, and PPE policies.
• Motivating staff, facilitating two-way communication, and recommending procedural changes for efficiency.
• Developing work plans, methods, and priorities for each shift.
• Developing performance improvement plans, documenting performance, and providing feedback.
• Seeking customer feedback for continuous service improvement.
• Tracking stationery inventory and placing orders as needed.
• Ensuring proper coverage for operational deviations (*, extra flights, charters) and reconciling monies for ad-hoc services.
• Finalizing all post-flight paperwork and activities.
• Holding debriefings as required and investigating operational irregularities.
• Reporting occurrences, events, violations, and acts affecting safety, security, and company reputation.
• Ensuring accurate logging and inventory of support tools (radios, phones, tablets, WCHRs) and reporting defects.
• Ensuring accurate and prompt submission of data capture and daily reports using Swissport reporting tools.
• Generating a summary report of all terminal activities at the end of each shift.
• Carrying out additional duties as instructed by management.

Qualifications and Competencies

• High School diploma.
• Relevant work experience with a passion for customer service.
• Demonstrated leadership and people management skills.
• Proven problem-solving and decision-making experience.
• Strong planning and organizing skills.
• Excellent communication skills (written and verbal) in English; Arabic is an advantage.
• Commitment to continuous improvement.
• Computer literacy (Office Word, Excel, PowerPoint).
• Good understanding of regulatory and recommended procedures within the airport environment.
• Flexibility to work various shifts, including days, evenings, nights, weekends, and holidays.

Work Environment

This is a full-time position based in Najran, requiring adaptability to a dynamic airport environment and varying work schedules.