Passenger Service Supervisor - Al Ula

Swissport; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Swissport in Riyadh is seeking a first line supervisor to lead the Passenger Services team at check-in, boarding gates, and MAAS, ensuring regulatory compliance and timely departures with zero discrepancies.

You will coach staff, monitor KPI and SOP adherence, manage resources across shifts, resolve disruptions, and report on operations to maintain high service quality for passengers and airlines.

Fluent English required; Arabic is a plus; the role demands flexibility across day and night shifts.

Qualifications

• Passion for customer service and relevant work experience.
• Leadership and people management skills.
• Proven problem solving and decision making abilities.
• Strong planning and organizing skills.
• Excellent written and verbal communication in English; Arabic is an advantage.
• Commitment to continuous improvement.
• Understanding of regulatory procedures in airport operations.
• Flexible to work across various shifts.

Responsibilities

• Provide first line leadership to Passenger Services team during shifts.
• Guide staff to meet KPI and SOP targets and deliver high service quality.
• Ensure compliance with service level agreements and safety standards.
• Coordinate check-in, gate, and MAAS operations for timely flight departures.
• Monitor staffing, assign tasks, and brief team at start of each shift.
• Manage resource reallocation and crisis handling to safeguard operations.
• Prepare and submit end-of-shift reports and performance feedback.

Skills

Customer service

Leadership

Problem solving

Planning and organizing

Communication (English)

Arabic (advantage)

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)