Passenger Service Duty Officer (Abha)

About the role

The Passenger Service Duty Officer is responsible for managing and directing all passenger handling activities at the terminal, ensuring a safe and high‑quality service for scheduled and ad‑hoc flights. This role requires strong leadership, operational oversight, and constant interaction with customers, authorities, and internal teams.

Key responsibilities

• Lead and provide work direction to Passenger Handling teams (Check‑In, Lost & Found, MAAS/PRM).
• Monitor compliance with department KPIs and service level agreements (SLAs) for all handling services.
• Ensure all check‑in counters, transfer desks and arrival positions are opened on time.
• Allocate duties, re‑assign resources and manage cross‑utilisation of staff and equipment.
• Coordinate special handling requests (WCHR, UM, DEPU) with MAAS/PRM teams.
• Oversee gate and transfer desk processes, flight close‑out, and dispatch paperwork.
• Manage queue flow at the departure terminal and conduct spot checks in the arrival hall.
• Conduct performance reviews, disciplinary sessions and debriefings with staff.
• Investigate operational irregularities, report incidents and recommend corrective actions.
• Maintain logs of communication tools, report defects and ensure data capture for daily reports.

Required profile

• Proven leadership ability in a fast‑paced airport environment.
• Strong knowledge of passenger handling procedures and SLA compliance.
• Excellent communication with customers, authorities and internal stakeholders.
• Ability to analyse operational data and produce accurate reports.
• Attention to detail for safety, security and regulatory requirements.

Required skills

• Use of communication radios, mobile phones and tablets for operational coordination.
• Proficiency with Swissport reporting tools (FSC, SOR, D.A.T.E).
• Familiarity with MAAS/PRM handling processes and special assistance protocols.
• Data capture and daily reporting in defined formats.