Passenger Service Supervisor Flynas AHB Station

About the Role

Swissport KSA is seeking a Passenger Service Supervisor for the Flynas AHB Station in Abha, Asir. 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 various airlines, all while adhering to regulatory compliance. The supervisor is responsible for overseeing all functions of the Passenger Services team during a shift to ensure timely flight departures, accurate baggage handling, and high customer satisfaction for both passengers and airlines. The position requires 2-5 years of relevant experience.

Key Responsibilities

• Perform all Passenger Service agent tasks in addition to supervisor responsibilities.
• Lead, inspire, and coach the team to meet departmental goals and ensure compliance with KPIs and SOPs.
• Conduct Pre/Post Flight Editing and monitor attendance of all 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 according to 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 carrier procedures are carried out professionally to meet or exceed service delivery targets.
• Update reports for office equipment failures, discrepancies, and incidents.
• Ensure employee compliance with uniform, appearance, and PPE policies.
• Motivate staff, facilitate two-way communication, and recommend procedural changes to increase operational efficiency.
• 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 proper coverage for deviations from daily operations (*, extra flights, charters, delayed flights) and reconcile collected monies for ad-hoc services and excess baggage.
• Finalize all post-flight paperwork and activities, and hold debriefings as required.
• Investigate 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 logging and accurate 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 and 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.
• Demonstrated passion for customer service and relevant work experience.
• Proven leadership and people management skills.
• Ability to problem-solve and make decisions effectively.
• Strong planning and organizing skills.
• Excellent communication skills (written and verbal) in English; Arabic is an advantage.
• Commitment to continuous improvement.
• Computer literate (Microsoft Office Word, Excel, PowerPoint).
• 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.

Work Environment

This is a full-time position based at the Flynas AHB Station in Abha, Asir. The role requires working in a dynamic airport environment, interacting with passengers and airline personnel, and managing a team across various shifts.

Application Process

Interested candidates who meet the qualifications are encouraged to apply.