Supervisor Passenger Service Flynas EAM Station

About the Role

Swissport KSA is seeking a Supervisor Passenger Service Flynas EAM Station to join their team in Najran. This full-time position requires 2-5 years of experience and involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service and operational compliance.

Role Overview

The Supervisor Passenger Service is responsible for overseeing all functions of the Passenger Services team during a shift. This includes ensuring accurate bag accounting, achieving timely flight departures with no discrepancies, and maintaining high customer satisfaction for both passengers and airlines. The role involves upholding regulatory compliance at check-in counters, boarding gates, and MAAS for each airline.

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 Passenger Handling staff.
• Organize daily staff briefings, assign and distribute work, and review work for accuracy.
• 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 and coordinate flight close-out with the flight controller.
• Manage queues at the departure terminal and ensure professionalism in all communications.
• Organize and manage resources during crisis situations such as flight disruptions or system breakdowns.
• Ensure carrier procedures 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 procedural changes for efficiency.
• Develop work plans, determine shift priorities, and create performance improvement plans for the team.
• Seek customer feedback for continuous service improvement.
• Track stationery inventory and order supplies as needed.
• Ensure proper coverage for operational deviations and reconciliation of monies collected for ad-hoc services.
• Finalize all post-flight paperwork and activities, and hold debriefings as required.
• Investigate operational irregularities and submit reports to the Duty Officer and Manager, Passenger Services.
• Report occurrences, events, violations, and acts affecting safety, security, and company reputation.
• Maintain an accurate log of support tools and report defects immediately.
• Ensure accurate and prompt submission of data capture and daily reports.
• Generate a summary report of all terminal activities at the end of each shift.
• Perform any additional duties as instructed by management.

Qualifications and Requirements

• Saudi National Only.
• Minimum of three years of experience as a Passenger Service Agent.
• High School diploma.
• Demonstrated passion for customer service with relevant work experience.
• Proven leadership and people management skills.
• Ability to problem-solve and make decisions effectively.
• Strong planning and organizing skills.
• Excellent communication skills (written and verbal) in English; Arabic is an advantage.
• Computer literate (Microsoft Office Word, Excel, PowerPoint).
• Good understanding of regulatory and recommended procedures related to 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 the ability to work in a dynamic airport environment with varying shift schedules to ensure continuous operational coverage.