Supervisor Passenger Service Flynas ELQ Station

📣 إعلان

منذ ساعتين تقريبا

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	القصيم

وصف الوظيفة

About the Role

Swissport KSA is seeking a Supervisor Passenger Service Flynas ELQ Station to join their team in Al Qassim, Al Qasim, Saudi Arabia. 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 each airline, in compliance with regulatory standards. The supervisor will control all functions of the Passenger Services team during a shift to ensure timely flight departures with nil discrepancies and achieve customer satisfaction for both passengers and airlines.

Key Responsibilities

Perform all Passenger Service agent tasks in addition to supervisor responsibilities.
Lead, inspire, and coach the team to meet and exceed established departmental goals and ensure compliance with Key Performance Indicators (KPIs) and Standard Operating Procedures (SOPs).
Conduct daily staff briefings, assign and distribute work, review work for accuracy and completeness, and provide recommendations to the Passenger Services Manager.
Monitor attendance of all Passenger Handling staff (Check-in, MAAS/PRM) and ensure cross-utilization of resources.
Ensure and monitor gate and transfer desk processes per flight as per Service Level Agreements (SLAs).
Liaise and coordinate with the PRM team on all 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 procedures established by each carrier are carried out professionally and in accordance with specifications to meet or exceed service delivery targets.
Responsible for updating reports on office equipment failures, discrepancies, and incidents.
Ensure employees comply with uniform, appearance, and personal protective equipment policies.
Motivate staff and facilitate effective 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, 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 deviations from daily operations are properly covered (*, extra flights, charters, delayed flights) and reconcile monies collected for ad-hoc services and excess baggage.
Finalize all post-flight paperwork and activities, and hold debriefings as required.
Investigate all 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 and accurate logging/inventory of support tools such as communication radios, mobile phones, tablets, and WCHRs, and report defects immediately.
Ensure data capture and daily reports are accurate and promptly submitted using defined formats and Swissport reporting tools.
Generate a summary report of all terminal activities after the end of each shift.
Carry out any additional duties as instructed by management.