Passenger & VIP Services Supervisor

Supervise airport information, passenger assistance and VIP service coordination.

Work pattern

40 hours per week; five eight-hour days, Sunday–Thursday, 08:00–16:00. Occasional out-of-hours work may be required; duty hours and rest are adjusted.

Responsibilities

• Plan service-desk and VIP-service coverage, and roster agents against passenger demand and available staffing.

• Brief and coach agents on flight information, passenger assistance, complaint handling and airport procedures.

• Coordinate special-assistance requests with airlines and responsible providers, including passengers with reduced mobility and unaccompanied minors.

• Plan VIP and official-visit arrangements with the designated protocol, airport, airline and handling contacts.

• Oversee enquiries, complaints and service recovery, and escalate cases requiring operational or management decisions.

• Coordinate passenger announcements and service information during delays, disruptions and emergencies.

• Check service-point and assigned lounge readiness, and report facility or equipment issues.

• Maintain service records, assistance requests, complaints and follow-up actions.

• Monitor service quality, waiting times and recurring passenger concerns, and report findings to the Terminal Manager.

• Arrange training and refreshers, assess service standards and recommend improvements.

• Protect passenger and VIP information and ensure assistance follows the agreed provider responsibilities.

Requirements

• Secondary-school qualification or equivalent communication and administrative skills.

• At least 2 years in customer-facing work with team coordination or supervision.

• Fluent Arabic and strong spoken English; team coordination, complaint handling and passenger assistance skills.

Nice to have

• Airport, airline or hospitality supervision.

• Service recovery and special-assistance training.