Supervisor Passenger Service Flynas ELQ Station

About the Role

Swissport KSA is seeking a Supervisor Passenger Service Flynas ELQ Station to join their team 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, ensuring excellent customer service at check-in counters, boarding gates, and MAAS for each airline, in compliance with regulatory standards. The supervisor will control all functions of the Passenger Services team during a shift to ensure timely flight departures with nil discrepancies and achieve customer satisfaction for both passengers and airlines.

Key Responsibilities

• Perform all Passenger Service agent tasks in addition to supervisor responsibilities.
• Lead, inspire, and coach the team to meet and exceed established departmental goals and ensure compliance with Key Performance Indicators (KPIs) and Standard Operating Procedures (SOPs).
• Conduct daily staff briefings, assign and distribute work, review work for accuracy and completeness, and provide recommendations to the Passenger Services Manager.
• 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 as per Service Level Agreements (SLAs).
• Liaise and coordinate with the PRM team on all 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 procedures established by each carrier are carried out professionally and in accordance with specifications to meet or exceed service delivery targets.
• Responsible for updating reports on office equipment failures, discrepancies, and incidents.
• Ensure employees comply with uniform, appearance, and personal protective equipment policies.
• Motivate staff and facilitate effective two-way communication within the department to encourage feedback and promote efficiency.
• Recommend changes in practices and procedures to increase operational efficiency and expedite workflow.
• 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 deviations from daily operations are properly covered (*, extra flights, charters, delayed flights) and reconcile monies collected for ad-hoc services and excess baggage.
• Finalize all post-flight paperwork and activities, and hold debriefings as required.
• Investigate all 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 and accurate logging/inventory of support tools such as communication radios, mobile phones, tablets, and WCHRs, and report defects immediately.
• Ensure data capture and daily reports are accurate and promptly submitted using defined formats and Swissport reporting tools.
• Generate a summary report of all terminal activities after the end of each shift.
• Carry out any additional duties as instructed by management.

Qualifications and Experience

• A minimum of 2-5 years of relevant experience is required for this role.

Work Type

This is a full-time position.