Airport Passenger Services Lead

Swissport; Jeddah; On-site; SAR 78,000 - 134,000; Full time

Benefits offered by this job

Restaurant discount

Job summary

Swissport in Jeddah is seeking a Shift Lead for the Passenger Services Department to provide first-line leadership and ensure exceptional customer service at check-in counters, the boarding gate, and MAAS for each airline within regulatory guidelines.

You will supervise a team, coach staff, monitor KPI performance and SOP adherence, and coordinate with PRM and flight teams to ensure timely departures with zero discrepancies and high customer satisfaction.

Qualifications

• High School diploma is required.
• Passionate about customer service and relevant work experience.
• Leadership and people management skills.
• Strong problem-solving and decision-making ability.
• Excellent communication skills in English; Arabic is an advantage.
• Flexibility to work various shifts.

Responsibilities

• Provide front-line leadership to Passenger Services during shifts.
• Lead and coach team to meet departmental goals.
• Ensure KPI and SOP compliance.
• Oversee check-in, MAAS/PRM activities and gate processes.
• Monitor attendance and conduct daily staff briefings.
• Coordinate with PRM team for special handling.
• Prepare and verify post-flight paperwork.
• Report operational irregularities and incidents.
• Maintain safety, security and company reputation.
• Prepare terminal daily summary report.
• Manage resources during disruptions.
• Liaise with flight controller and supervisor as needed.

Skills

Leadership

People management

Problem solving

Planning and organizing

Communication

Computer literacy

Education

High School diploma

Tools

MS Office

Excel

PowerPoint

Job description

Swissport in Jeddah is seeking a Shift Lead for the Passenger Services Department to provide first-line leadership and ensure exceptional customer service at check-in counters, the boarding gate, and MAAS for each airline within regulatory guidelines.

You will supervise a team, coach staff, monitor KPI performance and SOP adherence, and coordinate with PRM and flight teams to ensure timely departures with zero discrepancies and high customer satisfaction.