Passenger Service Supervisor

About the Role

Swissport is seeking a Passenger Service Supervisor to join their team in Tabuk. 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 controlling all functions of the Passenger Services team during a shift, aiming for timely flight departures with nil discrepancies 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 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 work 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-established 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 employee work.
• 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 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 at the terminal 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.
• Ensure proper and accurate logging/inventory of support tools (*, communication radios, mobile phones, tablets, WCHRs) and report defects immediately.
• Ensure data capture and daily reports in Swissport reporting tools (*, FSC, SOR, *** are accurate and promptly submitted.
• Generate a summary report of all activities at the terminal after the end of the shift.
• Carry out any additional duties as instructed by management.