Passenger Service Duty Officer - Riyadh

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

Job summary

Swissport in Dammam is seeking a Passenger Services Supervisor to efficiently direct and oversee ground handling activities in the passenger services department, ensuring a safe, high quality product and operations at the terminal (above wings).

You will lead Passenger Handling teams, monitor KPI performance, coordinate with shift supervisors, ensure SLA adherence at check-in, transfer desks and arrivals, and maintain strong customer service and safety standards throughout terminal operations.

Qualifications

• Minimum 3 years Passenger Services Supervisor experience
• Excellent verbal and written communication skills in English (Arabic an advantage)
• Excellent knowledge of all functions in Passenger Services
• Strong organizational and multi tasking skills
• Leadership ability
• Customer focus and quality awareness
• Ability to deal with conflict
• Valid Driver's License
• Ability to work in inclement weather
• Ability to work under pressure
• Ability to work flexible hours

Responsibilities

• Provide leadership and direction to Passenger Handling teams
• Ensure compliance with department KPIs
• Monitor all handling services at the terminal for scheduled and adhoc operations
• Monitor attendance of Passenger Handling staff (Check In, Lost & Found, MAAS/PRM)
• Hold briefings with Passenger Handling teams before start of operations
• Coordinate with shift supervisors on duty allocations
• Open positions (Check In Counters, Transfer desk & Arrivals) per SLAs
• Coordinate cross utilisation of resources and staff management
• Set up documents profile desk at Check in & Gate per SLAs
• Monitor gate and transfer desk processes per flight and SLAs
• Coordinate with MAAS/PRM team on special handling requests
• Monitor flight close out and dispatch paperwork
• Manage queue at departure terminal for seamless operations
• Participate in performance reviews and disciplinary sessions
• Engage customers and authorities during operations
• Make spot checks at arrival hall for pre-flight setup
• Monitor first/last bag offload at arrivals
• Update AHL/OHD lists at end of shift
• Ensure post-flight paperwork and activities are complete
• Coordinate with Duty Officer Ramp to ensure timely dispatch
• Carry out additional duties as instructed by management

Skills

Passenger Handling leadership

KPI monitoring

English communication

Operational coordination

People management

Job description

Job Summary

To efficiently and profitably manage and direct activities in passenger services department by providing a safe, quality product covering a range of ground handling services to its customers and overall accountable for operations at the terminal (above wings)

Responsibilities

• Provide leadership and work direction to the Passenger Handling teams
• Ensure compliance to set department Key Performance Indicators (KPI')
• Monitor all the handling services provided at the Terminal for Scheduled and Adhoc operations
• Monitor attendance of all Passenger Handling staff (Check In, Lost & Found, MAAS/PRM)
• Hold briefings with all Passenger Handling teams (Check In , Lost & Found , MAAS) before start of operations
• Liaise with the shift supervisors on the duty allocations for the day
• Ensure that all positions (Check In Counters , Transfer desk & Arrivals) are opened as per SLAs
• Coordinate with shift supervisors on cross utilization of resources by re-allocating/re-assigning coupled with innovate staff management
• Ensure that documents profile desk at Check in & Gate has been set up as per SLAs (where applicable)
• Ensure & monitor gate and transfer desk processes per flight as per SLAs
• Liaise & coordinate with the MAAS /PRM team on all special handling requests (WCHR/UM/DEPU)
• Monitor & coordinate flight close out as per SLAs and dispatch paperwork
• Queue management at the departure terminal to ensure seamless operations
• Participate in periodic performance reviews and disciplinary sessions of the staff
• Engage customers and authorities be present at all times at the terminal during operations for any queries
• Make spot checks at arrival hall to ensure that pre-flight set up has been done
• Monitor first bag / last bag offload processes at the arrivals
• Review the AHL / OHD list & updating of files at the end of the shift
• Liaise with shift supervisors that customer supplied products and stationery are stored accordingly after end of operations
• Ensure that deviations from the daily operations are properly covered (e.g. extra flights, charters , delayed flights) and reconciliation done for any monies collected for any adhoc services
• Monitor and cross check that all post flight paperwork and activities have been finalized
• Hold debriefings when & as required with the teams
• Investigate all operational irregularities at the terminal and submit reports /recommendations to the Manager , Passenger Services & Duty Station Manager
• Responsible for reporting occurrences, events, violations and acts that may affect safety, security and company reputation at the terminal
• Maintain & enforce company policies
• Maintain a comprehensive and accurate log / inventory of support tools such as Communication radios ,Mobile phones , Tablets , WCHR's and report any defects immediately
• Issue the long term planning / allocation (next 24H) , cross check of resources (Manpower and Equipment's)
• Ensure that data capture and daily reports as per defined formats &/or in the Swissport reporting tools (FSC, SOR, D.A.T.E etc.) are accurate & promptly submitted
• Generate a summary report of all activities at the terminal after end of the shift
• Liaise and coordinate with Duty Officer Ramp to ensure flights are dispatched on time
• Carry out any additional duties as instructed by management

Qualifications and Competencies

• Minimum 3 years Passenger Services Supervisor experience
• Excellent verbal and written communication skills in English (Arabic in addition is an advantage)
• Excellent knowledge of all functions in Passenger Services
• Strong organizational and multi tasking skills
• Leadership ability
• Customer focus and quality awareness
• Ability to deal with conflict
• Valid Driver's License
• Ability to work in inclement weather
• Ability to work under pressure
• Ability to work flexible hours