Passenger Service Supervisor Flynas EAM Station

About the Role

Swissport KSA is seeking a Passenger Service Supervisor for the Flynas EAM Station in Najran, 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 regulatory compliance across check-in counters, boarding gates, and MAAS for various airlines. The supervisor is responsible for overseeing all functions of the Passenger Services team during shifts to ensure efficient operations, timely flight departures, and high customer satisfaction for both passengers and airlines.

Key Responsibilities

• Perform all Passenger Service agent tasks in addition to supervisor responsibilities.
• Lead, inspire, and coach the team to achieve departmental goals and ensure compliance with KPIs and SOPs.
• Conduct Pre/Post Flight Editing and monitor attendance of all Passenger Handling staff.
• Organize daily staff briefings, assign and distribute work, review 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 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, 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, facilitate two-way communication, and recommend procedural changes for operational efficiency.
• 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 employee work.
• Seek customer feedback for continuous improvement in service delivery.
• Track stationery inventory and place orders for supplies from customer airlines.
• Ensure proper coverage for operational deviations (*, extra flights, charters, delayed flights) and reconcile monies collected for ad-hoc services and excess baggage.
• Finalize all post-flight paperwork and activities, and conduct 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.
• Maintain an 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 using 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 Competencies

• High School diploma.
• Demonstrated passion for customer service and relevant work experience.
• Flexibility to work various shifts, including days, evenings, nights, weekends, and holidays.

Experience Required

Candidates should possess 5-10 years of relevant experience in passenger services or a similar operational role within the aviation industry.

Work Environment

This is a full-time position based in Najran, Saudi Arabia, requiring on-site presence and active supervision of passenger service operations at the Flynas EAM Station.

Application Process

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