Passenger Service Supervisor Flynas MED Station

About the Role

Swissport KSA is seeking a Passenger Service Supervisor for the Flynas MED Station in Medina, Al Madinah, Saudi Arabia. This full-time role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service and operational compliance.

Role Overview

The Passenger Service Supervisor is responsible for overseeing all functions of the Passenger Services team during a shift. Key objectives include ensuring all bags are accounted for, achieving timely flight departures with no discrepancies, and maintaining high customer satisfaction for both passengers and airlines, all within a regulatory compliance framework.

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 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, review work for accuracy, and provide recommendations to the Passenger Services Manager.
• Ensure cross-utilization of resources and monitor gate and transfer desk processes per flight according to Service Level Agreements (SLAs).
• Liaise and coordinate with the PRM team for 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 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 within the department 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, determining 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 monies collected for ad-hoc services and excess baggage.
• Finalize all post-flight paperwork and activities and hold debriefings as required.
• Investigate operational irregularities at the terminal 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 (*, radios, mobile phones, tablets, WCHRs) and report defects immediately.
• Ensure accurate and prompt submission of data capture and daily reports in defined formats or 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 5-10 years of relevant experience is required for this role.

Work Type

This is a full-time position based in Medina, Al Madinah, Saudi Arabia.