Passenger Service Duty Officer

About the Role

Swissport is seeking a Passenger Service Duty Officer to join their team in Medina, Al Madinah, Saudi Arabia. This part-time role involves efficiently managing and directing activities within the passenger services department, ensuring the delivery of safe and quality ground handling services to customers. The Duty Officer will be overall accountable for above-wing operations at the terminal.

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.
• Monitor attendance of all Passenger Handling staff, including Check-In, Lost & Found, and MAAS/PRM teams.
• Conduct briefings with all Passenger Handling teams before the start of operations.
• 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).
• Ensure and monitor gate and transfer desk processes per flight as per SLAs.
• Liaise and coordinate with the MAAS/PRM team for special handling requests.
• 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 a constant presence at the terminal during operations.
• Conduct spot checks at the arrival hall to ensure pre-flight setup and monitor first bag/last bag offload processes.
• Review AHL/OHD lists and update files at the end of each shift.
• Ensure proper coverage for operational deviations (*, extra flights, charters, delayed flights) and reconcile collected monies for ad-hoc services.
• Monitor and cross-check that all post-flight paperwork and activities are finalized.
• Hold debriefings with teams as required and investigate operational irregularities, submitting reports to management.
• Report occurrences, events, violations, and acts that may affect safety, security, and company reputation.
• Maintain and enforce company policies.
• Maintain an accurate log of support tools (radios, phones, tablets, WCHRs) and report defects immediately.
• Issue long-term planning/allocations (next 24 hours) and cross-check resources (manpower and equipment).
• Ensure accurate and prompt submission of data capture and daily reports using Swissport reporting tools.
• Generate a summary report of all terminal activities after the end of the shift.
• Liaise and coordinate with the Duty Officer Ramp to ensure timely flight dispatch.
• Carry out any additional duties as instructed by management.

Experience Required

• Candidates should possess 2-5 years of relevant experience in passenger services or ground handling operations.

Work Type

• This is a part-time position.

Location

• The role is based in Medina, Al Madinah, Saudi Arabia.

Application Information

Salary details for this position will be disclosed during the application process.