Supervisor Passenger Service Flynas RUH Station

About the Role

Swissport KSA is seeking a Supervisor Passenger Service for the Flynas RUH Station in Riyadh, Saudi Arabia. This full-time role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service across check-in counters, boarding gates, and MAAS for various airlines, while maintaining regulatory compliance. The Supervisor is responsible for overseeing all functions of the Passenger Services team during shifts to ensure timely flight departures, accurate baggage handling, and 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 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 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 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 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 carrier 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 PPE policies.
• Motivate staff, facilitate two-way communication, and recommend changes to increase 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 employees.
• 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 operational deviations (*, extra flights, charters, delayed flights) and reconcile monies for ad-hoc services and excess baggage.
• Finalize all post-flight paperwork and activities, and hold debriefings as required.
• Investigate operational irregularities and submit reports/recommendations to the Duty Officer and Manager, Passenger Services.
• Report occurrences, events, violations, and acts affecting safety, security, and company reputation.
• Ensure proper logging and inventory of support tools (radios, 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

• High School diploma.
• At least three years of experience as a Passenger Service Agent.
• Relevant work experience with a passion for customer service.
• Experience range: 2-5 years.

Required Skills and Competencies

• Strong leadership and people management skills.
• Proven problem-solving and decision-making experience.
• Effective planning and organizing skills.
• Excellent communication skills (written and verbal) in English; Arabic is an advantage.
• Commitment to continuous improvement.
• Computer literacy (Office Word, Excel, PowerPoint).
• Good understanding of all regulatory and recommended procedures related to the airport environment.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role requires flexibility to work various shifts, including days, evenings, nights, weekends, and holidays, to support continuous airport operations.

Application Information

Salary for this position will be disclosed during the recruitment process. Candidates meeting the qualifications are encouraged to apply.