Passenger Service Supervisor Flynas HAS Station

About the Role

Swissport KSA is seeking a Passenger Service Supervisor for Flynas at the HAS Station in Tabuk, 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 operations for various airlines.

Key Responsibilities

The supervisor will oversee 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. Responsibilities include:

• Performing all Passenger Service agent tasks in addition to supervisory duties.
• Leading, inspiring, and coaching the team to meet departmental goals and KPIs.
• Ensuring compliance with established departmental KPIs and SOPs.
• Conducting Pre/Post Flight Editing and monitoring staff attendance.
• Conducting daily staff briefings, assigning work, and reviewing for accuracy.
• Ensuring cross-utilization of resources and monitoring gate and transfer desk processes per flight as per SLAs.
• Liaising with the PRM team for special handling requests and coordinating flight close-out.
• Managing queues at the departure terminal and maintaining professionalism in all communications.
• Organizing and managing resources during crisis situations such as flight disruptions or system breakdowns.
• Ensuring carrier-specific procedures are carried out professionally to meet service delivery targets.
• Updating reports for office equipment failures, discrepancies, and incidents.
• Ensuring employee compliance with uniform, appearance, and PPE policies.
• Motivating staff and facilitating two-way communication for continuous improvement.
• Recommending changes in practices and procedures to increase operational efficiency.
• Developing work plans, determining shift priorities, and creating performance improvement plans for the team.
• Seeking customer feedback and tracking stationery inventory.
• Ensuring proper coverage for operational deviations and reconciliation of collected monies.
• Finalizing all post-flight paperwork and conducting debriefings as required.
• Investigating operational irregularities and reporting occurrences affecting safety, security, or company reputation.
• Maintaining accurate logs of support tools and ensuring prompt submission of daily reports.
• Generating a summary report of terminal activities after each shift and performing additional duties as instructed.

Qualifications and Experience

Candidates for this role should possess a strong background in customer service and leadership within an airport environment. Required qualifications include:

• Saudi National Only.
• High School diploma.
• Relevant work experience with a passion for customer service.
• 5-10 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.
• Excellent communication skills (written and verbal) in English; Arabic is an advantage.
• Computer literacy (Office Word, Excel, PowerPoint).
• A good understanding of regulatory and recommended procedures in the airport environment.

Work Environment and Schedule

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

Application Process

Interested candidates who meet the qualifications are encouraged to apply. Salary details will be disclosed during the interview process.