Passenger Service Supervisor

About the Role

Swissport is seeking a Passenger Service Supervisor to join their team in Abhā, 'Asir, Saudi Arabia. This full-time role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service and operational compliance for various airlines. The position requires 2-5 years of relevant experience.

Role Purpose

The Passenger Service Supervisor is responsible for overseeing all functions of the Passenger Services team during a shift. Key objectives include ensuring accurate bag handling, achieving timely flight departures with no discrepancies, and maintaining high levels of customer satisfaction for both passengers and airlines, all while adhering to 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 KPIs.
• Conduct pre/post-flight editing and monitor staff attendance.
• Organize daily staff briefings, assign work, review accuracy, and provide feedback to the Passenger Services Manager.
• Ensure efficient resource allocation and cross-utilization.
• Monitor gate and transfer desk processes per flight according to Service Level Agreements (SLAs).
• Liaise with the PRM team for special handling requests (WCHR/UM/DEPU).
• Coordinate flight close-out as per SLAs and dispatch paperwork with the flight controller.
• Manage queues at the departure terminal to ensure seamless operations.
• Maintain professionalism in all communications (email, radio, telex, telephone).
• Organize and manage resources during crisis situations such as flight disruptions or system breakdowns.
• Ensure adherence to carrier-specific procedures and 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 for efficiency.
• Develop work plans, methods, and priorities for each shift.
• Develop performance improvement plans, document performance, and evaluate employees.
• Seek customer feedback for continuous service improvement.
• Track stationery inventory and order supplies from customer airlines.
• Ensure proper coverage for operational deviations (*, extra flights) and reconcile monies for ad-hoc services.
• Finalize all post-flight paperwork and activities.
• Conduct debriefings with teams as required.
• Investigate operational irregularities and submit reports to the Duty Officer and Manager, Passenger Services.
• Report occurrences, events, violations, or acts affecting safety, security, or company reputation.
• Maintain an accurate log of support tools (radios, phones, tablets, WCHRs) and report defects.
• Ensure accurate and prompt submission of data capture and daily reports using Swissport reporting tools.
• Generate a summary report of all terminal activities at the end of each shift.
• Carry out any additional duties as instructed by management.

Qualifications and Competencies

• High School diploma.
• Demonstrated passion for customer service.
• Proven leadership and people management skills.
• Ability to problem-solve and make decisions effectively.
• Strong planning and organizing skills.
• Commitment to continuous improvement.
• Computer literacy (Microsoft Office Word, Excel, PowerPoint).
• Good understanding of regulatory and recommended airport procedures.
• Flexibility to work various shifts, including days, evenings, nights, weekends, and holidays.

Work Environment

This is a full-time position based in Abha, Saudi Arabia, requiring adaptability to a dynamic airport environment and varying work schedules to ensure continuous operational coverage.

Application Information

The salary for this position will be disclosed during the recruitment process.