Passenger Service Supervisor - Al Qassim

Swissport; Al-Qassim Province; On-site; SAR 70,000 - 110,000; Full time

Job summary

Swissport is seeking first-line leadership in Passenger Services to guide agents at check-in counters, boarding gates, and MAAS while ensuring regulatory compliance and on-time departures with zero discrepancies. You will supervise shifts, coach staff, monitor KPIs, and coordinate with the PRM team to meet service delivery targets.

Additional responsibilities include monitoring attendance, conducting daily briefings, managing resources, and ensuring accurate reporting and logkeeping.

Qualifications

• Passionate about customer service and must have relevant work experience.
• Leadership and people management skills.
• A proven ability to problem solving and decision making experience.
• Planning and organizing skills.
• Excellent communication skills (written and verbal) in English, Arabic in addition is an advantage.
• Commitment to continuous improvement.
• A good understanding of all regulatory and recommended procedures that relate to the airport environment.
• Flexible to work on various shifts (days, evening, nights, weekends, and holidays).

Responsibilities

• Perform Passenger Service agent tasks and supervisor responsibilities.
• Lead, inspire and coach team to meet department goals.
• Ensure KPI and SOP compliance.
• Conduct Pre / Post Flight Editing.
• Monitor attendance of all Passenger Handling staff.
• Conduct daily staff briefings and allocate work.
• Ensure cross utilisation of resources and proper queue management.
• Liaise with PRM team on special handling requests.
• Monitor gate and transfer desk processes per flight and SLA.
• Coordinate flight close-out and dispatch paperwork with flight controllers.
• Ensure daily reports and data capture are accurate.
• Generate a summary report after each shift.
• Carry out additional duties as instructed by management.

Skills

Leadership

Customer service

English fluency

Arabic language

Problem solving

Planning

Team motivation

Job description

Provide first line leadership and guidance to employees in Passenger Services Department providing excellent customer service to our customers at the check-in counters, boarding gate and MAAS for each airline within the regulatory compliance environment in line with , Responsible for controlling all the functions of Passenger Services team during a shift duty so as to ensure that all bags are accounted for in order to achieve timely departure of the flight with nil discrepancies and attain customer satisfaction for both the passengers and the airlines

Responsibilities

• Perform all Passenger Service agent tasks (as per Job description) as well as supervisor responsibilities
• Lead, inspire and coach team to meet and exceed established departmental goals
• Ensure compliance to set department Key Performance Indicators (KPI’) and SOP’s
• Conduct Pre / Post Flight Editing
• Monitor attendance of all Passenger Handling staff (Check in, MAAS/PRM)
• Conduct daily staff briefing, assign and distribute work, review work for accuracy and completeness, and return assignments with recommendations for proper completion to the Passenger Services Manager
• Ensure cross utilization of resources by re-allocating/re-assigning
• Ensure & monitor gate and transfer desk processes per flight as per SLA’s
• Liaise & coordinate with the PRM team on all special handling requests (WCHR/UM/DEPU)
• Monitor & coordinate flight close out as per SLA’s and dispatch paperwork with the flight controller
• Queue management at the departure terminal to ensure seamless operations
• Ensures that professionalism is maintained in all communication over email, radio, telex and telephone
• Organizes and manage resources during crisis situations, such as flight disruptions, flight delays, systems breakdown, non-reconciling boarding stumps, in order to safeguard operations and to secure the goodwill of the customers.
• Ensures that procedures established by each carrier are properly carried out in a professional manner according to their specifications towards meeting or exceeding service delivery targets in accordance with Service Level Agreements.
• Responsible for updating the reports for office equipment failures, discrepancies and incidents.
• Ensure employees are in compliance with uniform, appearance, and personnel protective equipment policies
• Motivate staff and provide for effective two-way communication within the Passenger Services department to encourage feedback and promote improvement in efficiency and effectiveness.
• Recommend changes in practices and procedures aimed at increasing operational efficiency and expediting work flow in the department.
• Develop or modify work plans, methods, and synergies hence determine work priorities for each shift.
• Develop performance improvement plans for the team, document performance, provide performance feedback, and formally evaluate the work of employees.
• Constantly seek customer feedback and opportunities in keeping with continuous improvement around service delivery
• Track stationery inventory and place order for supplies as needed from customer airlines.
• 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 & Excess baggage
• Ensure 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 Duty Officer & Manager, Passenger Services
• Responsible for reporting occurrences, events, violations and acts that may affect safety, security and company reputation at the terminal
• Ensure a proper log and accurate log / inventory of support tools such as Communication radios, Mobile phones, Tablets, WCHR’s and report any defects immediately
• Ensure that data capture and daily reports as per defined formats &/or in the Swissport reporting tools (E.g. 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
• Carry out any additional duties as instructed by management

Qualifications and Competencies

• Passionate about customer service and must have relevant work experience
• Leadership and people management skills
• A proven ability to problem solving and decision making experience
• Planning and organizing skills
• Excellent communication skills (written and verbal) in English, Arabic in addition is an advantage
• Commitment to continuous improvement
• A good understanding of all regulatory and recommended procedures that relate to the airport environment
• Flexible to work on various shifts (days, evening, nights, weekends, and holidays)