Passenger Service Duty Officer - Riyadh

About the role

The Passenger Service Duty Officer is responsible for overseeing all passenger handling activities at the airport terminal, ensuring safe, high‑quality ground handling services for both scheduled and ad‑hoc flights. This role requires strong leadership, operational oversight, and close coordination with various airport teams.

Key responsibilities

• Lead and direct Passenger Handling teams (Check‑In, Lost & Found, MAAS/PRM).
• Monitor compliance with department KPIs and service level agreements.
• Ensure all check‑in counters, transfer desks, and arrival gates are opened and staffed according to schedule.
• Coordinate special handling requests (WCHR, UM, DEPU) with the MAAS/PRM team.
• Manage queue flow at the departure terminal and oversee first‑bag/last‑bag processes.
• Conduct briefings, spot checks, and debriefings with staff.
• Investigate operational irregularities and submit reports to senior management.
• Maintain logs of communication equipment and report defects.
• Prepare daily resource allocation plans and ensure accurate data capture in Swissport reporting tools.

Required profile

• Proven experience in airport passenger services or ground handling operations.
• Strong leadership and team‑management abilities.
• Excellent knowledge of airport SOPs, KPIs, and SLA requirements.
• Ability to handle irregularities, emergencies, and customer queries effectively.

Required skills

• Familiarity with Swissport reporting tools (FSC, SOR, D.A.T.E).
• Proficiency in operating communication radios, mobile phones, and tablets.