Passenger Service Supervisor Flynas AHB Station

📣 إعلان

منذ ساعتين تقريبا

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	أبها

وصف الوظيفة

About the Role

Swissport KSA is seeking a Passenger Service Supervisor for the Flynas AHB Station in Abha, Asir. This full-time 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, all while adhering to regulatory compliance. The supervisor is responsible for overseeing all functions of the Passenger Services team during a shift to ensure timely flight departures, accurate baggage handling, and high customer satisfaction for both passengers and airlines. The position requires 2-5 years of relevant experience.

Key Responsibilities

Perform all Passenger Service agent tasks in addition to supervisor responsibilities.
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.
Conduct daily staff briefings, assign and distribute work, and review work for accuracy and completeness.
Ensure cross-utilization of resources and monitor gate and transfer desk processes per flight according to SLAs.
Liaise and coordinate with the PRM team on special handling requests (WCHR/UM/DEPU).
Monitor and coordinate flight close-out as per SLAs 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 carrier procedures are carried out professionally to meet or exceed 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 to increase operational efficiency.
Develop or modify work plans, methods, and synergies, and determine work priorities for each shift.
Develop performance improvement plans, document performance, provide feedback, and formally evaluate employee work.
Seek customer feedback and opportunities for continuous improvement in service delivery.
Track stationery inventory and place orders for supplies as needed from customer airlines.
Ensure proper coverage for deviations from daily operations (*, extra flights, charters, delayed flights) and reconcile collected monies 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 to the Duty Officer and Manager, Passenger Services.
Report occurrences, events, violations, and acts that may affect safety, security, and company reputation.
Ensure proper logging and accurate inventory of support tools (*, communication radios, mobile phones, tablets, WCHRs) and report defects immediately.
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 the shift.
Carry out any additional duties as instructed by management.

Qualifications and Competencies

High School diploma.
Demonstrated passion for customer service and 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.
Commitment to continuous improvement.
Computer literate (Microsoft Office Word, Excel, PowerPoint).
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.

Work Environment

This is a full-time position based at the Flynas AHB Station in Abha, Asir. The role requires working in a dynamic airport environment, interacting with passengers and airline personnel, and managing a team across various shifts.