Supervisor Passenger Service Flynas DMM Station

About the Role

Swissport KSA is seeking a Supervisor Passenger Service 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 and operational compliance. The supervisor is responsible for controlling all functions of the Passenger Services team during a shift, aiming for timely flight departures, accurate baggage handling, and high customer satisfaction for both passengers and airlines.

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).
• Ensure compliance with established departmental Standard Operating Procedures (SOPs).
• Conduct Pre/Post Flight Editing and monitor attendance of all Passenger Handling staff.
• Conduct daily staff briefings, assign and distribute work, and review work for accuracy.
• Ensure cross-utilization of resources through reallocation and reassignment.
• Monitor gate and transfer desk processes per flight in accordance with Service Level Agreements (SLAs).
• Liaise and coordinate with the PRM team on 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.
• Maintain professionalism in all communication channels (email, radio, telex, telephone).
• Organize and manage resources during crisis situations such as flight disruptions or system breakdowns.
• Ensure carrier-specific procedures are carried out professionally to meet or exceed 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 within the department to promote efficiency.
• Recommend changes in practices and procedures to increase operational efficiency.
• Develop or modify work plans and determine work priorities for each shift.
• Develop performance improvement plans, document performance, and provide feedback and evaluations.
• 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) and reconcile monies collected for adhoc services and excess baggage.
• Finalize all post-flight paperwork and activities.
• Hold debriefings with teams 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 logging and accurate inventory of support tools (communication radios, mobile 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

• High School diploma.
• 2-5 years of relevant experience.

Work Environment

This is a full-time position based in Dammam, within the Eastern Region of Saudi Arabia, supporting operations at the Flynas DMM Station.