Passenger Service Supervisor

About the Role

Swissport is seeking a Passenger Service Supervisor for a full-time position in Medina, Al Madinah. This role involves providing first-line leadership and guidance to employees within the Passenger Services Department. The supervisor is responsible for ensuring excellent customer service at check-in counters, boarding gates, and MAAS for various airlines, while maintaining regulatory compliance.

Key Responsibilities

• Perform all Passenger Service agent tasks in addition to supervisor responsibilities.
• Lead, inspire, and coach the team to meet departmental goals and ensure compliance with KPIs and SOPs.
• Conduct Pre/Post Flight Editing and monitor attendance of all Passenger Handling staff (Check-in, MAAS/PRM).
• Conduct daily staff briefings, assign and distribute work, and review work for accuracy and completeness.
• 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 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 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, and determine 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 proper coverage for deviations from daily operations (*, extra flights, charters, delayed flights) and reconcile collected monies 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 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 (*, 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 (*, FSC, SOR, ****
• Generate a summary report of all terminal activities at the end of each shift.
• Carry out any additional duties as instructed by management.