Supervisor Passenger Service Flynas TIF Station

About the Role

Swissport KSA is seeking a Supervisor Passenger Service for the Flynas TIF Station in Taif, 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 all operations. The supervisor will control all functions of the Passenger Services team during shifts, focusing on timely flight departures, accurate baggage handling, and achieving high customer satisfaction for both passengers and airlines.

Key Responsibilities

• Perform all Passenger Service agent tasks in addition to supervisory duties.
• 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).
• Organize daily staff briefings, assign and distribute work, and review for accuracy and completeness.
• Ensure cross-utilization of resources and monitor gate and transfer desk processes per flight according to SLAs.
• Liaise with the PRM team for special handling requests (WCHR/UM/DEPU) and coordinate flight close-out with the flight controller.
• Manage queues at the departure terminal and maintain professionalism in all communication channels.
• Organize and manage resources during crisis situations such as flight disruptions or system breakdowns.
• Ensure procedures established by each carrier are carried out professionally to meet service delivery targets.
• Update reports for office equipment failures, discrepancies, and incidents.
• Ensure employee compliance with uniform, appearance, and PPE policies.
• Motivate staff, facilitate two-way communication, and recommend procedural changes to increase operational efficiency.
• Develop work plans, determine shift priorities, and create performance improvement plans for the team.
• Seek customer feedback for continuous improvement and track stationery inventory.
• Ensure proper coverage for operational deviations (*, extra flights, delayed flights) and reconcile monies for ad-hoc services.
• 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 accurate logging and inventory of support tools and report defects immediately.
• Ensure accurate and prompt submission of data capture and daily reports using Swissport reporting tools.
• Generate a summary report of all terminal activities at the end of each shift.
• Carry out any additional duties as instructed by management.

Qualifications and Experience

• High School diploma.
• Relevant work experience with a passion for customer service.
• 2-5 years of experience in a related field.
• Proven leadership and people management skills.
• Demonstrated problem-solving and decision-making experience.
• Strong planning and organizing skills.
• Computer literacy, including proficiency in Microsoft Office (Word, Excel, PowerPoint).
• A good understanding of all regulatory and recommended procedures related to the airport environment.
• Flexibility to work various shifts, including days, evenings, nights, weekends, and holidays.

Work Environment

This is a full-time position based in Taif, Makkah, at the Flynas TIF Station. The role requires working in a dynamic airport environment, ensuring smooth passenger service operations for various airlines.