Passenger Services Supervisor (Airport)

About the role

The Passenger Services Supervisor leads the airport check‑in, boarding gate and MAAS teams to deliver flawless customer service while ensuring regulatory compliance. This role coordinates all passenger handling activities during a shift, guaranteeing on‑time departures and high passenger satisfaction.

Key responsibilities

• Perform all Passenger Service Agent duties while supervising the team and ensuring KPI and SOP compliance.
• Lead daily briefings, assign tasks, monitor attendance and re‑allocate resources to meet flight schedules.
• Manage gate and transfer desk processes, coordinate special handling requests, and oversee flight close‑out and dispatch paperwork.
• Handle crisis situations such as flight disruptions, system breakdowns, and boarding issues to protect operations and customer goodwill.
• Maintain accurate logs of equipment, report incidents, and ensure uniform and safety compliance.

Required profile

• Saudi national with at least three years experience as a Passenger Service Agent.
• High school diploma and a passion for customer service.
• Proven leadership, problem‑solving and decision‑making abilities.
• Excellent written and verbal communication in English; Arabic is an advantage.
• Flexibility to work varied shifts, including nights, weekends and holidays.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint