Passenger Service Duty Officer (Riyadh)

About the role

The Passenger Service Duty Officer is responsible for efficiently managing passenger handling operations at the Riyadh terminal. The role ensures a safe, high‑quality service across all ground‑handling functions while meeting performance targets and regulatory requirements.

Key responsibilities

• Lead and direct Passenger Handling teams (Check‑In, Lost & Found, MAAS/PRM).
• Monitor compliance with department KPIs and service level agreements for scheduled and ad‑hoc flights.
• Oversee staff attendance, conduct briefings, and allocate duties for each shift.
• Coordinate opening of check‑in counters, transfer desks, and arrival gates according to SLA.
• Manage special handling requests (WCHR, UM, DEPU) in liaison with the MAAS/PRM team.
• Supervise queue management, flight close‑out, and post‑flight paperwork.
• Conduct spot checks, investigate operational irregularities, and submit reports to senior management.
• Maintain inventory of communication equipment and ensure timely reporting of defects.
• Prepare daily resource planning and ensure accurate data capture in Swissport reporting tools.

Required profile

• Proven leadership experience in airport passenger handling or ground‑handling environments.
• Strong knowledge of airport SOPs, SLA compliance, and KPI monitoring.
• Ability to manage shift schedules, allocate resources, and handle irregular operations.
• Excellent communication skills for interaction with customers, authorities, and internal teams.
• Detail‑oriented with a focus on safety, security, and service quality.

Required skills

• Experience with Swissport reporting tools (FSC, SOR, D.A.T.E).
• Proficiency in using communication radios, mobile devices, and tablets for operational tasks.