Passenger Service Supervisor Flynas TIF Station

About the Role

Swissport KSA is seeking a Passenger Service Supervisor for Flynas at the TIF Station in Makkah, specifically in Taif. This full-time role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service and operational efficiency in accordance with regulatory compliance.

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 daily staff briefings, assign and distribute work, and review work for accuracy and completeness.
• Monitor attendance of all Passenger Handling staff (Check-in, MAAS/PRM) and ensure cross-utilization of resources.
• Ensure and monitor gate and transfer desk processes per flight as per Service Level Agreements (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 procedures established by each carrier are carried out professionally to meet or exceed service delivery targets.
• Responsible for updating reports on 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 and expedite workflow.
• 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 deviations from daily operations (*, extra flights, charters, delayed flights) are properly covered and reconciled.
• 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 that may affect safety, security, and company reputation.
• Ensure proper logging and accurate inventory of support tools and report defects immediately.
• Ensure data capture and daily reports are accurate and promptly submitted using Swissport reporting tools.
• Generate a summary report of all activities at the terminal after the end of each shift.
• Carry out any additional duties as instructed by management.

Qualifications and Experience

• High School diploma.
• 5-10 years of relevant work experience with a passion for customer service.
• Proven leadership and people management skills.
• Demonstrated ability in problem-solving and decision-making.
• Strong planning and organizing skills.
• Excellent communication skills (written and verbal) in English; Arabic is an advantage.
• Commitment to continuous improvement.
• Computer literate, proficient in Office Word, Excel, and PowerPoint.
• A good understanding of all regulatory and recommended procedures related to the airport environment.
• Flexibility to work various shifts, including days, evenings, nights, weekends, and holidays.

Work Environment

This is a full-time position based in Taif, Makkah, requiring adaptability to a dynamic airport environment and varying work schedules.