Passenger Service Supervisor

About the Role

Swissport is seeking a Passenger Service Supervisor to join their team in Riyadh, Saudi Arabia. This full-time role involves providing first-line leadership and guidance to employees within the Passenger Services Department. The supervisor ensures excellent customer service at check-in counters, boarding gates, and MAAS for various airlines, adhering to regulatory compliance. The position requires 2-5 years of relevant experience.

Role Purpose

The primary purpose of this role is to control all functions of the Passenger Services team during a shift. This includes ensuring all bags are accounted for, achieving timely flight departures with no discrepancies, and maintaining high customer satisfaction for both passengers and airlines. The supervisor is also responsible for leading, inspiring, and coaching the team to meet departmental goals and Key Performance Indicators (KPIs).

Key Responsibilities

• Perform all Passenger Service agent tasks in addition to supervisory duties.
• Lead, inspire, and coach the team to meet and exceed established departmental goals and SOPs.
• Conduct Pre/Post Flight Editing and monitor attendance of 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 as per 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.
• Organize and manage resources during crisis situations such, as flight disruptions or system breakdowns.
• Ensure procedures established by each carrier are carried out professionally and in accordance with Service Level Agreements.
• Update reports for office equipment failures, discrepancies, and incidents.
• Ensure employee compliance with uniform, appearance, and personal protective equipment policies.
• Motivate staff and facilitate two-way communication within the department to encourage feedback and promote efficiency.
• Recommend changes in practices and procedures to increase operational efficiency and expedite workflow.
• Develop or modify work plans, methods, and synergies, determining work priorities for each shift.
• Develop performance improvement plans, document performance, provide feedback, and formally evaluate employees.
• Track stationery inventory and place orders for supplies as needed from customer airlines.
• Ensure deviations from daily operations are properly covered and reconciliation is done for ad-hoc services and excess baggage.
• Finalize all post-flight paperwork and activities, and hold debriefings as required.
• Investigate operational irregularities 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 and accurate log/inventory of support tools and report defects immediately.
• Ensure data capture and daily reports are accurate and promptly submitted using 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.
• Relevant work experience with a passion for customer service.
• Demonstrated leadership and people management skills.
• Proven ability in problem-solving and decision-making.
• Strong planning and organizing skills.
• Excellent communication skills (written and verbal) in English; Arabic is an advantage.
• Commitment to continuous improvement.
• Computer literate (Office Word, Excel, PowerPoint).
• A good understanding of all regulatory and recommended procedures related to the airport environment.
• Flexibility to work various shifts (days, evenings, nights, weekends, and holidays).

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring adaptability to various shift schedules including days, evenings, nights, weekends, and holidays to support continuous operations within the airport environment.

Application Process

Candidates who meet the above qualifications are encouraged to apply. Salary details will be discussed during the interview process.