Passenger Service Duty Officer - Riyadh

Job SummaryTo efficiently and profitably manage and direct activities in passenger services department by providing a safe, quality product covering a range of ground handling services to its customers and overall accountable for operations at the terminal (above wings)ResponsibilitiesProvide leadership and work direction to the Passenger Handling teamsEnsure compliance to set department Key Performance Indicators (KPI’)Monitor all the handling services provided at the Terminal for Scheduled and Adhoc operationsMonitor attendance of all Passenger Handling staff (Check In, Lost & Found, MAAS/PRM)Hold briefings with all Passenger Handling teams (Check In , Lost & Found , MAAS) before start of operationsLiaise with the shift supervisors on the duty allocations for the day Ensure that all positions (Check In Counters , Transfer desk & Arrivals) are opened as per SLA’sCoordinate with shift supervisors on cross utilization of resources by re-allocating/re-assigning coupled with innovate staff management Ensure that documents profile desk at Check in & Gate has been set up as per SLA’s (where applicable)Ensure & monitor gate and transfer desk processes per flight as per SLA’sLiaise & coordinate with the MAAS /PRM team on all special handling requests (WCHR/UM/DEPU)Monitor & coordinate flight close out as per SLA’s and dispatch paperworkQueue management at the departure terminal to ensure seamless operationsParticipate in periodic performance reviews and disciplinary sessions of the staffEngage customers and authorities be present at all times at the terminal during operations for any queriesMake spot checks at arrival hall to ensure that pre-flight set up has been doneMonitor first bag / last bag offload processes at the arrivalsReview the AHL / OHD list & updating of files at the end of the shift Liaise with shift supervisors that customer supplied products and stationery are stored accordingly after end of operations Ensure that deviations from the daily operations are properly covered (e.g. extra flights, charters , delayed flights) and reconciliation done for any monies collected for any adhoc servicesMonitor and cross check that all post flight paperwork and activities have been finalizedHold debriefings when & as required with the teamsInvestigate all operational irregularities at the terminal and submit reports /recommendations to the Manager , Passenger Services & Duty Station ManagerResponsible for reporting occurrences, events, violations and acts that may affect safety, security and company reputation at the terminalMaintain & enforce company policies Maintain a comprehensive and accurate log / inventory of support tools such as Communication radios ,Mobile phones , Tablets , WCHR’s and report any defects immediatelyIssue the long term planning / allocation (next 24H) , cross check of resources (Manpower and Equipment’s)Ensure that data capture and daily reports as per defined formats &/or in the Swissport reporting tools (FSC, SOR, D.A.T.E etc.) are accurate & promptly submittedGenerate a summary report of all activities at the terminal after end of the shiftLiaise and coordinate with Duty Officer Ramp to ensure flights are dispatched on timeCarry out any additional duties as instructed by managementQualifications and CompetenciesMinimum 3 years Passenger Services Supervisor experienceExcellent verbal and written communication skills in English (Arabic in addition is an advantage)Excellent knowledge of all functions in Passenger ServicesStrong organizational and multi tasking skillsLeadership abilityCustomer focus and quality awarenessAbility to deal with conflictValid Driver’s LicenseAbility to work in inclement weather Ability to work under pressureAbility to work flexible hours