Passenger Service Supervisor Flynas ELQ Station

About the Role

Swissport KSA is seeking a Passenger Service Supervisor for the Flynas ELQ Station in Al Qassim, Al Qasim, Saudi Arabia. This full-time role involves providing first-line leadership and guidance to employees within the Passenger Services Department. The supervisor ensures excellent customer service at check-in counters, boarding gates, and MAAS for various airlines, while maintaining 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, including Check-in and MAAS/PRM.
• Ensure compliance with Standard Operating Procedures (SOPs) and carrier-specific procedures.
• Manage queue flow at the departure terminal to ensure seamless operations.
• Coordinate with the PRM team for special handling requests (WCHR/UM/DEPU) and monitor gate and transfer desk processes.
• Organize and manage resources during crisis situations such as flight disruptions, delays, or system breakdowns.
• Responsible for updating reports on office equipment failures, discrepancies, and incidents.
• Ensure staff compliance with uniform, appearance, and personal protective equipment policies.
• Develop performance improvement plans, document performance, and provide feedback to employees.
• Investigate operational irregularities and submit reports and recommendations to management.
• Ensure accurate data capture and timely submission of daily reports using Swissport reporting tools.
• Generate a summary report of all terminal activities at the end of each shift.

Operational Oversight

The supervisor is responsible for controlling all functions of the Passenger Services team during a shift, ensuring all bags are accounted for, achieving timely flight departures with minimal discrepancies, and maintaining high customer satisfaction for both passengers and airlines. This includes monitoring flight close-out procedures, dispatching paperwork, and ensuring proper reconciliation for ad-hoc services and excess baggage.

Team Leadership and Development

This role involves motivating staff and fostering effective two-way communication within the department to encourage feedback and promote efficiency. The supervisor will recommend changes in practices and procedures to increase operational efficiency, develop or modify work plans, and determine work priorities for each shift. Continuous customer feedback is sought to drive service delivery improvements.

Qualifications and Experience

• A minimum of 5-10 years of experience in a relevant field.
• Demonstrated ability to lead and manage a team in a fast-paced environment.
• Strong understanding of regulatory compliance in airline passenger services.
• Proficiency in managing resources and operations during critical situations.

Reporting and Compliance

The supervisor is responsible for reporting occurrences, events, violations, and acts that may affect safety, security, and company reputation at the terminal. This includes ensuring a proper and accurate log and inventory of support tools such as communication radios, mobile phones, and tablets, and reporting any defects immediately. Professionalism in all communication channels (email, radio, telex, telephone) is essential.