Passenger Service Supervisor

About the Role

Swissport is seeking a Passenger Service Supervisor to join their team in Makkah, with operations spanning Jeddah and Makkah. This full-time role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service and regulatory compliance across check-in counters, boarding gates, and MAAS for various airlines. The supervisor is responsible for controlling all functions of the Passenger Services team during a shift to ensure timely flight departures, accurate baggage handling, and high customer satisfaction for both passengers and airlines. The position requires 2-5 years of relevant experience.

Key Responsibilities

• Perform all Passenger Service agent tasks in addition to supervisor responsibilities.
• Lead, inspire, and coach the team to meet and exceed departmental goals and ensure compliance with KPIs and SOPs.
• Conduct Pre/Post Flight Editing and monitor attendance of all Passenger Handling staff.
• Conduct daily staff briefings, assign and distribute work, review for accuracy, and provide recommendations to the Passenger Services Manager.
• Ensure cross-utilization of resources and monitor gate and transfer desk processes per flight as per 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 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 to meet or exceed service delivery targets.
• Responsible for updating reports on office equipment failures, discrepancies, and incidents.
• Ensure employee compliance with uniform, appearance, and personnel protective equipment policies.
• Motivate staff and facilitate 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, determining work priorities for each shift.
• Develop performance improvement plans, document performance, provide feedback, and formally evaluate employees.
• Seek customer feedback and opportunities for continuous improvement in service delivery.
• Track stationery inventory and place orders for supplies from customer airlines as needed.
• Ensure deviations from daily operations (*, extra flights, charters, delayed flights) are covered and reconciliation is done for monies collected for ad-hoc services and excess baggage.
• Ensure all post-flight paperwork and activities are finalized and hold debriefings as required.
• Investigate 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 log/inventory of support tools (*, radios, phones, tablets, WCHRs) and report defects immediately.
• Ensure data capture and daily reports in defined formats or Swissport reporting tools are accurate and promptly submitted.
• Generate a summary report of all activities at the terminal after the end of the shift.
• Carry out any additional duties as instructed by management.

Qualifications and Competencies

• High School diploma.
• Passion for customer service and relevant work experience.
• Demonstrated leadership and people management skills.
• Proven ability in problem-solving and decision-making.
• Strong planning and organizing skills.
• Excellent communication skills (written and verbal) in English; Arabic is an advantage.
• Commitment to continuous improvement.
• Computer literate (Microsoft Office Word, Excel, PowerPoint).
• Good understanding of all regulatory and recommended procedures related to the airport environment.
• Flexibility to work various shifts (days, evenings, nights, weekends, and holidays).