Passenger Services Lead — Operations & Customer Experience

Swissport; Najran; On-site; SAR 60,000 - 80,000; Full time

Job summary

Swissport in Najran, Saudi Arabia, seeks a Passenger Services Supervisor to provide frontline leadership at check-in counters, boarding gate and MAAS, ensuring compliant operations and timely departures.

Responsibilities include leading the team, ensuring KPI/SOP compliance, conducting briefings, coordinating with PRM, managing gate/transfer, and crisis handling to safeguard service levels and customer satisfaction.

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

• Provide first line leadership and guidance to employees in Passenger Services Department to ensure excellent customer service.
• Lead, inspire and coach team to meet and exceed established departmental goals.
• Ensure compliance to set department KPI’s and SOPs.
• 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 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 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.

Skills

Leadership

Customer service

Problem solving

Planning

Communication

Regulatory knowledge

Job description

Swissport in Najran, Saudi Arabia, seeks a Passenger Services Supervisor to provide frontline leadership at check-in counters, boarding gate and MAAS, ensuring compliant operations and timely departures.

Responsibilities include leading the team, ensuring KPI/SOP compliance, conducting briefings, coordinating with PRM, managing gate/transfer, and crisis handling to safeguard service levels and customer satisfaction.