Passenger Service Supervisor Flynas JED Station

About the Role

Swissport KSA is seeking a Passenger Service Supervisor to provide first-line leadership and guidance to employees within the Passenger Services Department. This full-time position is based in Makkah, with operations spanning Jeddah and Makkah. The supervisor will ensure excellent customer service at check-in counters, boarding gates, and MAAS for all airlines, maintaining regulatory compliance and achieving timely flight departures with high customer satisfaction.

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).
• Conduct daily staff briefings, assign and distribute work, and review for accuracy and completeness.
• 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 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 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 and in accordance with specifications.
• Update reports for office equipment failures, discrepancies, and incidents.
• Ensure employee compliance with uniform, appearance, and personal protective equipment policies.
• Motivate staff and facilitate effective two-way communication within the department.
• 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, 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 logging and accurate inventory of support tools (radios, phones, tablets, WCHRs) and report defects immediately.
• Ensure data capture and daily reports are accurate and promptly submitted using 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 to 10 years of relevant experience is required for this role.
• Demonstrated leadership and team management skills.
• Strong understanding of airline passenger service operations and regulatory compliance.
• Proficiency in managing customer service expectations and resolving operational issues.

Work Environment

This is a full-time position within the Passenger Services Department, requiring on-site presence in Makkah, with operational duties covering Jeddah and Makkah. The role involves dynamic shift duties to ensure continuous operational oversight.

Application Process

Salary details for this position will be disclosed during the interview process. Interested candidates are encouraged to apply.