Passenger Service Supervisor

About the role

The Passenger Service Supervisor leads the airport passenger services team in Jeddah, ensuring seamless check‑in, boarding, and special assistance operations while meeting airline and regulatory standards. This role combines hands‑on service delivery with supervisory responsibilities to drive customer satisfaction and operational efficiency.

Key responsibilities

• Perform all Passenger Service Agent tasks while supervising shift activities.
• Lead, coach and motivate the team to achieve departmental KPIs and SOP compliance.
• Monitor attendance, conduct daily briefings, assign work and review output for accuracy.
• Manage gate and transfer desk processes, queue flow, and flight close‑out according to SLAs.
• Coordinate with the PRM team for special handling requests (WCHR, UM, DEPU).
• Handle crisis situations such as flight disruptions, system breakdowns, and boarding discrepancies.
• Ensure uniform, appearance and PPE compliance, and maintain professional communication across email, radio, telex and telephone.
• Update reports on equipment failures, discrepancies and incidents.

Required profile

• Proven experience in airport passenger services or similar customer‑facing environment.
• Demonstrated supervisory or team‑lead experience.
• Strong knowledge of airline SOPs, KPIs and regulatory compliance.
• Ability to manage resources during high‑pressure situations.
• Excellent communication and coaching skills.

Required skills

• MAAS system operation
• PRM handling procedures
• SLAs monitoring and compliance
• Flight operations coordination
• Queue management tools

What we offer

• Dynamic airport environment with growth opportunities.
• Competitive compensation package.
• Professional development and training.