Passenger Services Supervisor

About the role

The Passenger Services Supervisor leads the airport check‑in, boarding gate and MAAS teams, ensuring excellent customer service and regulatory compliance. The role oversees shift operations, manages baggage accountability, and drives on‑time departures while maintaining high passenger satisfaction.

Key responsibilities

• Perform all Passenger Service Agent duties while supervising the team.
• Lead, coach and motivate staff to meet departmental KPIs and SOPs.
• Conduct pre‑ and post‑flight editing, monitor attendance and run daily briefings.
• Allocate resources, manage gate and transfer desk processes, and coordinate special handling requests.
• Handle crisis situations such as flight disruptions, delays or system breakdowns.
• Ensure compliance with airline procedures, update incident reports, and maintain uniform and PPE standards.
• Track inventory, reconcile ad‑hoc service revenues, and generate end‑of‑shift activity reports.

Required profile

• Saudi national with at least 3 years experience as a Passenger Service Agent.
• High school diploma or equivalent.
• Strong leadership, problem‑solving and decision‑making abilities.
• Excellent written and verbal communication in English; Arabic is a plus.
• Commitment to continuous improvement and flexible availability for all shift patterns.

Required skills

• Proficiency with Microsoft Office (Word, Excel, PowerPoint).
• Experience using Swissport reporting tools (FSC, SOR, D.A.T.E).