Supervisor Passenger Service Flynas JED Station

About the Role

Swissport KSA is seeking a Supervisor Passenger Service for Flynas at Jeddah Station. This full-time position is based in Jeddah, Makkah, and requires 2-5 years of relevant experience. The role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service and operational compliance.

Role Summary

The Supervisor Passenger Service is responsible for overseeing all functions of the Passenger Services team during a shift. This includes ensuring all bags are accounted for, achieving timely flight departures with no discrepancies, and maintaining high customer satisfaction for both passengers and airlines. The role demands adherence to regulatory compliance across check-in counters, boarding gates, and MAAS services.

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 KPIs.
• Conduct Pre/Post Flight Editing and monitor attendance of Passenger Handling staff.
• Organize daily staff briefings, assign and distribute work, and review for accuracy.
• 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.
• 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 procedures established by each carrier are carried out professionally and meet service delivery targets.
• Update reports for office equipment failures, discrepancies, and incidents.
• Ensure employee compliance with uniform, appearance, and PPE policies.
• Motivate staff and facilitate two-way communication to promote efficiency and effectiveness.
• Recommend changes in practices and procedures to increase operational efficiency.
• Develop or modify work plans, methods, and synergies, determining work priorities for each shift.
• Develop performance improvement plans, document performance, and provide feedback.
• Seek customer feedback and opportunities for continuous improvement in service delivery.
• Track stationery inventory and place orders for supplies from customer airlines.
• Ensure proper coverage for deviations from daily operations (*, extra flights, charters, delayed flights) and reconcile collected monies.
• Finalize all post-flight paperwork and activities and hold debriefings as required.
• Investigate operational irregularities and submit reports/recommendations to management.
• Report occurrences, events, violations, and acts affecting safety, security, and company reputation.
• Ensure proper logging and inventory of support tools (radios, mobile phones, tablets, WCHRs) and report defects.
• Ensure accurate and prompt submission of data capture and daily reports using defined formats and 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 Competencies

• 2-5 years of experience in a relevant field.
• Demonstrated leadership and team management skills.
• Strong understanding of passenger service operations and regulatory compliance.
• Excellent communication and interpersonal skills.
• Ability to manage resources effectively and respond to crisis situations.
• Proficiency in reporting and data management.

Work Environment

This is a full-time position based at the Jeddah Station, within the Makkah region. The role involves working in a dynamic airport environment, requiring adaptability and strong organizational skills to manage shift duties and operational demands.

Application Process

Qualified candidates are encouraged to apply for this role. The salary for this position will be discussed during the interview process.