Passenger Service Duty Officer

About the Role

Swissport is seeking a Passenger Service Duty Officer to join their team in Dammam, Eastern Region. This is a part-time position requiring 2-5 years of relevant experience. The role focuses on the efficient and profitable management of passenger services, ensuring a safe and quality product across a range of ground handling services for customers, with overall accountability 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 (Check-In, Lost & Found, MAAS/PRM).
• Conduct briefings with Passenger Handling teams (Check-In, Lost & Found, MAAS) 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 innovative staff management.
• Ensure document profile desks at Check-In & Gate are set up as per SLAs (where applicable).
• Monitor gate and transfer desk processes per flight according to SLAs.
• Liaise and 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 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 the AHL/OHD list 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 deviations from daily operations (*, 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 a comprehensive and accurate log/inventory of support tools (communication radios, mobile phones, tablets, WCHRs) and report defects immediately.
• Issue long-term planning/allocation (next 24H) and cross-check resources (manpower and equipment).
• Ensure data capture and daily reports, as per defined formats and/or Swissport reporting tools (FSC, SOR, ** etc.), are accurate and promptly submitted.
• Generate a summary report of all terminal activities after the end of the shift.
• Liaise and coordinate with the Duty Officer Ramp to ensure on-time flight dispatch.
• Carry out additional duties as instructed by management.