Passenger Service Duty Officer Flynas RUH Station

About the Role

Swissport KSA is seeking a Passenger Service Duty Officer for Flynas at the RUH Station in Riyadh, Saudi Arabia. This full-time role involves efficiently managing and directing activities within the passenger services department, ensuring a safe and quality product across a range of ground handling services. The Duty Officer is overall accountable for terminal operations (above wings).

Key Responsibilities

• Provide leadership and work direction to Passenger Handling teams.
• Ensure compliance with departmental Key Performance Indicators (KPIs).
• Monitor all handling services at the terminal for scheduled and ad-hoc operations.
• Oversee attendance of all Passenger Handling staff (Check-In, Lost & Found, MAAS/PRM).
• Conduct briefings with Passenger Handling teams before operations commence.
• Liaise with shift supervisors on daily duty allocations and coordinate cross-utilization of resources.
• Ensure all positions (Check-In Counters, Transfer Desk, Arrivals) are opened as per Service Level Agreements (SLAs).
• Monitor gate and transfer desk processes per flight according to SLAs.
• Coordinate with the MAAS/PRM team for 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.
• Participate in periodic performance reviews and disciplinary sessions for staff.
• Engage with customers and authorities, maintaining a constant presence at the terminal during operations.
• Conduct spot checks at the arrival hall to ensure pre-flight setup is complete.
• Monitor first bag/last bag offload processes at arrivals.
• Review AHL/OHD lists and update files at the end of each shift.
• Ensure proper storage of customer-supplied products and stationery after operations.
• Cover deviations from daily operations (*, extra flights, charters, delayed flights) and reconcile monies collected for ad-hoc services.
• Monitor and cross-check the finalization of all post-flight paperwork and activities.
• Hold debriefings with teams as required.
• Investigate operational irregularities at the terminal and submit reports/recommendations.
• Report occurrences, events, violations, and acts that may affect safety, security, and company reputation.
• Maintain and enforce company policies.
• Maintain an accurate log/inventory of support tools and report defects immediately.
• Issue long-term planning/allocations (next 24H) and cross-check resources.
• Ensure accurate and prompt submission of data capture and daily reports using Swissport reporting tools.
• Generate a summary report of all terminal activities after the shift.
• Liaise and coordinate with the Duty Officer Ramp to ensure on-time flight dispatch.
• Carry out additional duties as instructed by management.

Qualifications and Experience

• Minimum of 3 years of experience as a Passenger Services Supervisor.
• Excellent verbal and written communication skills in English; Arabic is an advantage.
• Comprehensive knowledge of all functions within Passenger Services.

Required Competencies

• Strong organizational and multi-tasking skills.
• Demonstrated leadership ability.
• Customer focus and quality awareness.
• Ability to effectively manage conflict.
• Capability to work in inclement weather conditions.
• Ability to perform effectively under pressure.
• Flexibility to work varied hours.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, at the Flynas RUH Station. The role requires active presence and engagement within the airport terminal environment.