Airport Passenger Services Lead

Swissport KSA; Dammam; On-site; SAR 134,000 - 201,000; Full time

Job summary

Swissport KSA in Dammam is seeking an experienced Passenger Services Supervisor to lead a diverse team at check-in counters, MAAS, and gate areas. You will ensure timely departures with zero discrepancies while delivering excellent customer service to passengers and airlines.

The role requires 3+ years in passenger service, strong leadership, and proficiency in English. You will coordinate with PRM teams, manage staff across shifts, and drive continuous improvement in service delivery.

Qualifications

• Saudi National Only.
• Must have at least three years experience as Passenger Service Agent.
• High School diploma
• Passionate about customer service and must have relevant work experience
• Leadership and people management skills
• Excellent communication skills (English, Arabic a plus)
• Committed to continuous improvement
• Computer literate (Office Word, Excel, PowerPoint)
• Understanding of airport regulatory procedures
• Flexible to work various shifts

Responsibilities

• Provide first line leadership and guidance to Passenger Services staff on shift.
• Coach the team to meet departmental goals and KPIs.
• Ensure compliance with SOPs and service levels for check-in, MAAS/PRM, and gate operations.
• Conduct briefings, assign work, and review for accuracy.
• Coordinate with PRM and flight controllers to ensure smooth operations.
• Monitor attendance and manage resource allocation across shifts.
• Maintain professional communication across email, radio, and telephone.
• Handle crisis situations to safeguard operations and customer goodwill.
• Prepare and submit end-of-shift reports and incident notes.
• Investigate operational irregularities and provide recommendations.

Skills

Leadership

Communication skills

Problem solving

Planning and organizing

English proficiency

MS Office

Education

High School diploma

Tools

MS Office Suite

Job description

Swissport KSA in Dammam is seeking an experienced Passenger Services Supervisor to lead a diverse team at check-in counters, MAAS, and gate areas. You will ensure timely departures with zero discrepancies while delivering excellent customer service to passengers and airlines.

The role requires 3+ years in passenger service, strong leadership, and proficiency in English. You will coordinate with PRM teams, manage staff across shifts, and drive continuous improvement in service delivery.