Passenger Services Supervisor (Airport)

About the role

Provide first‑line leadership and guidance to the Passenger Services team at the airport, ensuring excellent customer service at check‑in counters, boarding gates and MAAS while meeting regulatory compliance and on‑time flight departures.

Key responsibilities

• Lead, inspire and coach the team to meet and exceed departmental goals and KPIs.
• Monitor attendance, conduct briefings, assign work and review accuracy of passenger handling tasks.
• Ensure gate and transfer desk processes comply with service level agreements.
• Coordinate special handling requests (WCHR/UM/DEPU) with the PRM team.
• Manage queue operations at the departure terminal to ensure seamless flow.
• Handle crisis situations such as flight disruptions, delays or system breakdowns.
• Maintain accurate post‑flight paperwork, reports and inventory of support tools.
• Motivate staff, enforce uniform and safety policies, and drive continuous improvement.

Required profile

• Saudi national with at least three years of 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 an advantage.
• Commitment to continuous improvement and flexible availability for shifts, weekends and holidays.
• Good understanding of airport regulatory and procedural requirements.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Swissport reporting tools (FSC, SOR, D.A.T.E)