Passenger Service Supervisor (Medina)

About the role

The Passenger Service Supervisor leads the airport passenger services team to deliver seamless check‑in, boarding and special assistance operations while ensuring regulatory compliance and high customer satisfaction.

Key responsibilities

• Perform all Passenger Service Agent tasks and supervise the team during shift duties.
• Lead, inspire and coach staff to meet and exceed departmental KPIs and SOPs.
• Conduct pre‑ and post‑flight editing, monitor attendance, and run daily briefings.
• Allocate work, ensure cross‑utilisation of resources, and manage gate and transfer desk processes according to SLA requirements.
• Liaise with the PRM team on special handling requests (WCHR/UM/DEPU) and coordinate flight close‑out activities.
• Manage queue operations at the departure terminal to guarantee smooth passenger flow.
• Maintain professional communication across email, radio, telex and telephone.
• Organise resources during crises such as flight disruptions, delays or system breakdowns.
• Ensure carrier‑specific procedures are followed and update reports on equipment failures, discrepancies and incidents.
• Enforce uniform, appearance and PPE policies, motivate staff and promote two‑way communication.
• Recommend procedural improvements, develop work plans and performance improvement initiatives.

Required profile

• Proven ability to lead, coach and motivate a passenger services team.
• Strong knowledge of airport operational procedures, SLA compliance and regulatory requirements.
• Excellent attendance monitoring and staff briefing skills.
• Capability to manage resources efficiently, especially during disruptions.
• Professional communication skills across multiple channels.
• Experience in reporting, incident documentation and performance evaluation.

Required skills