Passenger Service Supervisor Al Qassim

About the Role

Swissport is seeking a Passenger Service Supervisor to join their team in Al Qassim, Saudi Arabia. This is a full-time position requiring 2-5 years of experience. The role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service and operational efficiency across various airline functions.

Role Overview

The Passenger Service Supervisor is responsible for overseeing all functions of the Passenger Services team during a shift. This includes ensuring all bags are accounted for, achieving timely flight departures with minimal 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 Key Performance Indicators (KPIs).
• 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 in accordance with Service Level Agreements (SLAs).
• Liaise and coordinate with the PRM team for 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.
• Organize and manage resources during crisis situations such as flight disruptions, delays, or system breakdowns.
• Ensure compliance with uniform, appearance, and personnel protective equipment policies.
• Develop or modify work plans, methods, and synergies, determining work priorities for each shift.
• Develop performance improvement plans, document performance, and provide feedback to employees.
• 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 monies collected for ad-hoc services and excess baggage.
• Investigate operational irregularities at the terminal and submit reports/recommendations.
• Ensure accurate logging and inventory of support tools such as communication radios, mobile phones, tablets, and WCHRs, reporting any defects immediately.
• Ensure accurate and prompt submission of data capture and daily reports using Swissport reporting tools.
• Generate a summary report of all activities at the terminal after the end of each shift.

Qualifications and Experience

• 2-5 years of relevant experience in passenger services or a similar operational role.
• Demonstrated leadership and team coaching abilities.
• Strong understanding of airline regulatory compliance and Standard Operating Procedures (SOPs).
• Ability to manage resources effectively during routine operations and crisis situations.
• Excellent communication skills, both written and verbal.

Work Environment

This is a full-time position based in Al Qassim, Saudi Arabia, within a dynamic airport environment. The role requires active supervision and coordination across various passenger service points, including check-in counters, boarding gates, and MAAS (Meet and Assist Services).

Application Process

Candidates who meet the qualifications and are interested in this Passenger Service Supervisor role are encouraged to apply.