Swissport Passenger Services Supervisor Job in Kenya


Job Vacancy: Passenger Services Supervisor

Do you believe you have what it takes to provide first line leadership and guidance to a team towards ensuring a ‘wow’ customer experience to our clients at the various touch points at check in, transfer desk and boarding gate?

Applications are invited from internal candidates to fill the above position in the Passenger Services Department.

As the ‘face’ of Swissport, the successful candidate is responsible for ensuring that operational excellence is delivered without compromising on quality and service delivery and that customer relations are sustained towards the mutual benefit of both parties.

Key Duties and Responsibilities:

  • Offers efficient and professional customer service to departing passengers and resolves passenger problems as required
  • Provide a welcome service to our passengers at the departure hall, boarding and transfer desk to assist in providing a pleasant customer experience.
  • Ensures that professionalism is maintained in all communication over email, radio, telex and telephone.
  • Organizes and manage resources during crisis situations, such as flight disruptions, flight delays, systems breakdown, non-reconciling boarding stumps, in order to safeguard operations and to secure the goodwill of the customers.
  • Ensures that procedures established by each carrier are properly carried out in a professional manner according to their specifications towards meeting or exceeding service delivery targets in accordance with Service Level Agreements.
  • Responsible for updating the reports for office equipment failures, discrepancies and incidents.
  • Recommend changes in practices and procedures aimed at increasing operational efficiency and expediting work flow in the department.
  • Conduct daily staff briefing, assign and distribute work, review work for accuracy and completeness, and return assignments with recommendations for proper completion to the Passenger Services Manager.
  • Ensure employees are in compliance with uniform, appearance, and personnel protective equipment policies.
  • Motivate staff and provide for effective two-way communication within the Passenger Services department to encourage feedback and promote improvement in efficiency and effectiveness.
  • Lead, inspire and coach team to meet and exceed established departmental goals and comply with the companies’ Standard Operating Procedures.
  • Recommend changes in practices and procedures aimed at increasing operational efficiency and expediting work flow in the department.
  • Develop or modify work plans, methods, and synergies hence determine work priorities for each shift.
  • Develop performance improvement plans for the team, document performance, provide performance feedback, and formally evaluate the work of employees.
  • Maintain staff roster and ensure adequate resource planning that meets customer requirements.
  • Constantly seek customer feedback and opportunities in keeping with continuous improvement around service delivery
  • Track stationery inventory and place order for supplies as needed from customer airlines.


  • Education: KCSE Mean C+, IATA certification or diploma in hotel/catering and computer proficiency.
  • Professional Experience: Aviation industry or hospitality industry experience preferred
  • Experience: At least 3 years in a busy operational environment.
  • Proven track record in managing teams, planning and organising is an added advantage.
  • Excellent communication skills.

Application letter and CV should be forwarded via email with a subject line: Application for Passenger Services Supervisor to:

The Human Resource Manager
Swissport Kenya Limited
P.O. Box 19177, 00501 Nairobi.

Swissport is an equal opportunity employer bases its hiring decisions on the business need and the best qualified candidates available, and does not discriminate in its employment decisions on the basis of any protected category.

Be part of the team that brings Swiss time to African soil!

Closing Date: March 15, 2018

Hospitality and Food Industry, Transport and Logistics
Updated: March 9, 2018 — 2:16 am