Supervisor Passenger Service Flynas AHB Station

About the Role

Swissport KSA is seeking a Supervisor Passenger Service for its 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 and regulatory compliance across check-in counters, boarding gates, and MAAS for various airlines. The position requires 2-5 years of relevant experience.

Key Responsibilities

The Supervisor Passenger Service will control all functions of the Passenger Services team during shifts, ensuring timely flight departures, accurate bag accounting, and high customer satisfaction for both passengers and airlines. Responsibilities include:

• Performing all Passenger Service agent tasks in addition to supervisory duties.
• Leading, inspiring, and coaching the team to meet and exceed departmental goals and Key Performance Indicators (KPIs).
• Ensuring compliance with established departmental SOPs and conducting Pre/Post Flight Editing.
• Monitoring attendance of all Passenger Handling staff (Check-in, MAAS/PRM).
• Conducting daily staff briefings, assigning and distributing work, and reviewing work for accuracy.
• Ensuring cross-utilization of resources and monitoring gate and transfer desk processes per flight according to SLAs.
• Liaising and coordinating with the PRM team on special handling requests (WCHR/UM/DEPU).
• Monitoring and coordinating flight close-out as per SLAs and dispatching paperwork with the flight controller.
• Managing queues at the departure terminal to ensure seamless operations and maintaining professionalism in all communications.
• Organizing and managing resources during crisis situations such as flight disruptions, delays, or system breakdowns.
• Ensuring procedures established by each carrier are carried out professionally to meet or exceed service delivery targets.
• Updating reports for office equipment failures, discrepancies, and incidents.
• Ensuring employee compliance with uniform, appearance, and personnel protective equipment policies.
• Motivating staff and facilitating two-way communication to encourage feedback and improve efficiency.
• Recommending changes in practices and procedures to increase operational efficiency.
• Developing or modifying work plans and determining work priorities for each shift.
• Developing performance improvement plans, documenting performance, and providing feedback to employees.
• Seeking customer feedback for continuous improvement in service delivery.
• Tracking stationery inventory and placing orders for supplies from customer airlines.
• Ensuring proper coverage for deviations from daily operations (*, extra flights, charters, delayed flights) and reconciling collected monies for ad-hoc services and excess baggage.
• Finalizing all post-flight paperwork and activities and holding debriefings as required.
• Investigating operational irregularities and submitting reports/recommendations to the Duty Officer and Manager, Passenger Services.
• Reporting occurrences, events, violations, and acts that may affect safety, security, and company reputation.
• Ensuring proper logging and inventory of support tools (*, communication radios, mobile phones, tablets, WCHRs) and reporting defects immediately.
• Ensuring accurate and prompt submission of data capture and daily reports in defined formats or Swissport reporting tools (*, FSC, SOR, ******
• Generating a summary report of all terminal activities after the end of each shift.
• Carrying out any additional duties as instructed by management.

Qualifications and Requirements

• High School diploma.
• Demonstrated passion for customer service and relevant work experience.
• Flexibility to work various shifts, including days, evenings, nights, weekends, and holidays.

Work Type

This is a full-time position based in Abha, Asir.