Supervisor Passenger Service Flynas TUU Station

About the Role

Swissport KSA is seeking a Supervisor Passenger Service for its Flynas TUU Station in Tabuk. This full-time role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service across check-in counters, boarding gates, and MAAS for various airlines, all while maintaining regulatory compliance. The Supervisor is responsible for overseeing all functions of the Passenger Services team during a shift, ensuring timely flight departures, accurate baggage handling, and high customer satisfaction for both passengers and airlines.

Key Responsibilities

• Perform all Passenger Service agent tasks in addition to supervisory duties.
• Lead, inspire, and coach the team to achieve departmental goals and ensure compliance with KPIs and SOPs.
• Conduct pre and post-flight editing and monitor attendance of all Passenger Handling staff (Check-in, MAAS/PRM).
• Organize daily staff briefings, assign and distribute work, review work for accuracy, and provide recommendations to the Passenger Services Manager.
• Ensure efficient resource utilization through reallocation and monitor gate and transfer desk processes according to SLAs.
• Liaise and coordinate with the PRM team for special handling requests (WCHR/UM/DEPU) and coordinate flight close-out 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 to safeguard operations and customer goodwill.
• Ensure adherence to carrier-specific procedures and service delivery targets as per Service Level Agreements.
• Update reports for office equipment failures, discrepancies, and incidents, and ensure employee compliance with uniform and PPE policies.
• Motivate staff and facilitate two-way communication to encourage feedback and improve efficiency.
• Recommend changes in practices and procedures to increase operational efficiency and 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 from customer airlines.
• Ensure proper coverage for operational deviations (*, 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 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.
• Maintain an accurate log and 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 or Swissport reporting tools (*, FSC, SOR, ******
• Generate a summary report of all terminal activities after the end of each shift.
• Carry out any additional duties as instructed by management.

Qualifications and Requirements

• This position is open to Saudi Nationals Only.
• A minimum of three years of experience as a Passenger Service Agent is required.
• Applicants must possess a High School diploma.
• A strong passion for customer service and relevant work experience are essential.
• Flexibility to work various shifts, including days, evenings, nights, weekends, and holidays, is a prerequisite.

Work Environment

This is a full-time position based in Tabuk, requiring adaptability to a dynamic operational environment with varying shift schedules.

Application Process

Candidates who meet the specified qualifications are encouraged to apply for this role.