Passenger Service Supervisor Flynas TUU Station

About the Role

Swissport KSA is seeking a Passenger Service Supervisor for the Flynas TUU 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 operational compliance. The supervisor is responsible for managing 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.

Key Responsibilities

• Perform all Passenger Service agent tasks in addition to supervisor responsibilities.
• Lead, inspire, and coach the team to meet and exceed departmental goals and Key Performance Indicators (KPIs).
• Ensure compliance with established Standard Operating Procedures (SOPs) and regulatory requirements.
• Conduct pre and post-flight editing and monitor attendance of all Passenger Handling staff.
• Conduct daily staff briefings, assign and distribute work, and review work for accuracy.
• Ensure cross-utilization of resources and monitor gate and transfer desk processes as per 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 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 and facilitate effective two-way communication within the department.
• Recommend changes in practices and procedures to increase operational efficiency.
• Develop or modify work plans, methods, and synergies, determining work priorities for each shift.
• Develop performance improvement plans, document performance, and provide feedback to employees.
• Seek customer feedback and opportunities for continuous improvement in service delivery.
• Track stationery inventory and order 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 and submit reports/recommendations to the Duty Officer and Passenger Services Manager.
• Report occurrences, events, violations, and acts that may affect safety, security, and company reputation.
• Maintain an accurate log and inventory of support tools such as communication radios, mobile phones, tablets, and WCHRs, reporting defects immediately.
• Ensure accurate and prompt submission of data capture and daily reports using defined formats and 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 Requirements

• This position is open to Saudi Nationals Only.
• Candidates should possess 5-10 years of relevant experience.

Work Type

This is a full-time employment opportunity based in Tabuk, Saudi Arabia.