Passenger Service Supervisor Flynas DMM Station

About the Role

Swissport KSA is seeking a Passenger Service Supervisor for the Flynas DMM Station in Dammam, Eastern Region. 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 various airlines, all while maintaining regulatory compliance.

Role Purpose and Scope

The supervisor is responsible for controlling all functions of the Passenger Services team during a shift. Key objectives include ensuring all bags are accounted for, achieving timely flight departures with no discrepancies, and attaining high customer satisfaction for both passengers and airlines. The role also involves monitoring and coordinating flight close-out procedures and dispatch paperwork with the flight controller.

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 ensure compliance with KPIs and SOPs.
• Conduct daily staff briefings, assign and distribute work, review work for accuracy, 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 according to SLAs.
• Liaise and coordinate with the PRM team on special handling requests (WCHR/UM/DEPU).
• 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 procedures established by each carrier are carried out professionally and meet service delivery targets.
• Update reports for office equipment failures, discrepancies, and incidents.
• Ensure employee compliance with uniform, appearance, and personal protective equipment policies.
• Motivate staff and facilitate two-way communication to encourage feedback and improve efficiency.
• Recommend changes in practices and procedures to increase operational efficiency and expedite workflow.
• Develop or modify work plans, methods, and synergies, determining 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 proper coverage for deviations from daily operations (*, 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 operational irregularities and submit reports/recommendations to the Duty Officer & Manager, Passenger Services.
• Report occurrences, events, violations, and acts that may affect safety, security, and company reputation.
• Ensure proper and accurate log/inventory of support tools (radios, phones, tablets, WCHRs) and report defects immediately.
• Ensure accurate and prompt submission of data capture and daily reports using defined formats or 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 5-10 years of relevant experience is required for this position.

Work Type

This is a full-time employment opportunity based in Dammam, Eastern Region.