Passenger Service Duty Officer Flynas DMM Station

About the Role

Swissport KSA is seeking a Passenger Service Duty Officer for its Flynas DMM Station in Dammam, Eastern Region. This full-time role involves managing and directing activities within the passenger services department, ensuring safe and quality ground handling services for customers, and overseeing terminal operations (above wings).

Key Responsibilities

• Provide leadership and work direction to Passenger Handling teams.
• Ensure compliance with departmental Key Performance Indicators (KPIs).
• Monitor all handling services for scheduled and ad-hoc operations at the terminal.
• Oversee attendance of all Passenger Handling staff (Check-In, Lost & Found, MAAS/PRM).
• Conduct briefings with Passenger Handling teams before operations commence.
• Liaise with shift supervisors on daily duty allocations and coordinate cross-utilization of resources.
• Ensure all positions (Check-In Counters, Transfer Desk, Arrivals) are opened as per Service Level Agreements (SLAs).
• Monitor gate and transfer desk processes per flight according to SLAs.
• Coordinate with the MAAS/PRM team for special handling requests (WCHR/UM/DEPU).
• Monitor and coordinate flight close-out as per SLAs and dispatch paperwork.
• Manage queues at the departure terminal to ensure seamless operations.
• Participate in periodic performance reviews and disciplinary sessions for staff.
• Engage with customers and authorities, maintaining presence at the terminal during operations for queries.
• Conduct spot checks at the arrival hall to confirm pre-flight setup.
• Monitor first bag/last bag offload processes at arrivals.
• Review AHL/OHD lists and update files at the end of each shift.
• Ensure proper storage of customer-supplied products and stationery after operations.
• Cover deviations from daily operations (*, extra flights, charters, delayed flights) and reconcile collected monies for ad-hoc services.
• Monitor and cross-check the finalization of all post-flight paperwork and activities.
• Conduct debriefings with teams as required.
• Investigate operational irregularities at the terminal and submit reports/recommendations to the Manager, Passenger Services & Duty Station Manager.
• Report occurrences, events, violations, and acts that may affect safety, security, and company reputation.
• Maintain and enforce company policies.
• Maintain an accurate log/inventory of support tools (communication radios, mobile phones, tablets, WCHRs) and report defects.
• Issue long-term planning/allocations (next 24H) and cross-check resources (manpower and equipment).
• Ensure accuracy and prompt submission of data capture and daily reports in defined formats or Swissport reporting tools (FSC, SOR, **, etc.).
• Generate a summary report of all terminal activities after the shift.
• Liaise and coordinate with the Duty Officer Ramp to ensure timely flight dispatch.
• Perform any additional duties as instructed by management.