Passenger Service Supervisor Flynas TIF Station

📣 إعلان

منذ ساعتين تقريبا

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	مكة المكرمة

وصف الوظيفة

About the Role

Swissport KSA is seeking a Passenger Service Supervisor for Flynas at the TIF Station in Makkah, specifically in Taif. This full-time role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service and operational efficiency in accordance with regulatory compliance.

Key Responsibilities

Perform all Passenger Service agent tasks in addition to supervisory duties.
Lead, inspire, and coach the team to meet and exceed departmental goals and ensure compliance with KPIs and SOPs.
Conduct daily staff briefings, assign and distribute work, and review work for accuracy and completeness.
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 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 to meet or exceed service delivery targets.
Responsible for updating reports on office equipment failures, discrepancies, and incidents.
Ensure employee compliance with uniform, appearance, and personal protective equipment policies.
Motivate staff and facilitate effective two-way communication within the department.
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.
Seek customer feedback and opportunities for continuous improvement in service delivery.
Track stationery inventory and place orders for supplies from customer airlines.
Ensure deviations from daily operations (*, extra flights, charters, delayed flights) are properly covered and reconciled.
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 logging and accurate 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 activities at the terminal after the end of each shift.
Carry out any additional duties as instructed by management.

Qualifications and Experience

High School diploma.
5-10 years of relevant work experience with a passion for customer service.
Proven leadership and people management skills.
Demonstrated 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, proficient in Office Word, Excel, and PowerPoint.
A 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.