Passenger Service Supervisor

Job Overview

The Passenger Service Supervisor will lead frontline employees in the Passenger Services Department delivering exceptional customer assistance at check-in counters, boarding gates, and Mobility as a Service (MAAS) stations for airlines. This role ensures adherence to regulatory standards while managing the Passenger Services team's activities during shifts to guarantee all luggage is accounted for, promoting timely flight departures with zero discrepancies and high satisfaction for passengers and airlines alike.

Key Duties

• Execute all Passenger Service Agent tasks alongside supervisory responsibilities.
• Lead, motivate, and coach team members to achieve and surpass departmental objectives.
• Maintain compliance with departmental Key Performance Indicators (KPIs) and Standard Operating Procedures (SOPs).
• Oversee pre- and post-flight editing activities.
• Monitor attendance of Passenger Handling personnel including Check-in and MAAS/PRM staff.
• Conduct daily staff briefings, delegate assignments, review work for accuracy, and provide guidance to uphold quality.
• Optimize resource allocation by reallocating or reassigning staff as necessary.
• Supervise gate and transfer desk operations per flight according to Service Level Agreements (SLAs).
• Coordinate with the PRM team to handle special service requests such as WCHR, UM, and DEPU.
• Manage flight close-out processes aligned with SLAs and dispatch relevant paperwork to flight controllers.
• Manage queue flow at departure terminals ensuring smooth operations.
• Maintain professional communication via email, radio, telex, and phone.
• Organize resources effectively during disruptions, delays, or system failures to maintain operations and customer goodwill.
• Ensure carriers' procedures are diligently followed to meet or exceed service delivery standards outlined in SLAs.
• Update reports regarding equipment malfunctions, discrepancies, and incidents.
• Ensure staff compliance with uniform, appearance, and personal protective equipment policies.
• Foster two-way communication within the department to motivate staff and encourage continual improvements.
• Recommend procedural changes to enhance operational efficiency and workflow.
• Develop or adjust work plans and set priorities for each shift.
• Create and administer performance improvement plans, document employee performance, provide feedback, and conduct formal evaluations.
• Actively seek customer feedback to support continuous service enhancements.
• Manage office stationery inventory and place supply orders from airlines as needed.
• Ensure coverage for deviations such as extra flights or delays and reconcile collected monies for adhoc services and excess baggage.
• Confirm completion of all post-flight paperwork and activities.
• Hold team debriefings when required.
• Investigate terminal operational irregularities and report findings to Duty Officer and Passenger Services Manager.
• Report any events, violations, or incidents that could impact safety, security, or company reputation.
• Maintain accurate logs and inventories of communication devices and support tools, reporting defects promptly.
• Submit accurate daily reports using specified formats and reporting tools.
• Produce a summary report of terminal activities following each shift.
• Perform additional duties as assigned by management.

Qualifications and Skills

• High school diploma required.
• Strong passion for customer service with relevant prior experience.
• Proven leadership and people management abilities.
• Demonstrated problem-solving and decision-making skills.
• Effective planning and organizational capabilities.
• Fluent communication skills in English; Arabic language skills considered an advantage.
• Dedication to ongoing improvement initiatives.
• Proficient with computer applications including Microsoft Word, Excel, and PowerPoint.
• Solid understanding of airport regulatory and recommended procedures.
• Flexibility to work diverse shifts including days, evenings, nights, weekends, and holidays.