Pier Agent

Cruise Guest Services Agent

This is a fast paced, high energy position requiring an enthusiastic, efficient and professional image. Agents working for SMS International Shore Operations US, Inc., direct and assist cruise guests in all aspects of shore-side operations as assigned. This position may include, but is not limited to meeting and greeting guests, computerized pier check-in along with assisting airport and hotel guest with transfers to and from the port.

Job Duties & Responsibilities:

• Meet and greet guests cordially, responding to their inquiries in a knowledgeable and pleasant manner as well as assisting and directing debarkation and embarkation of guest.
• Monitors the flow of traffic in the luggage area, including U.S. Customs and Border Protection (CBP) areas.
• Guides the flow of traffic throughout the terminal, including: secure areas, walkways, checkin areas, gangways and elevators/escalators and direct guests accordingly.
• Answers general questions in an accurate and pleasant manner and provides pertinent information regarding boarding and sailing; takes the initiative to assist guests.
• Escorts guests requiring wheelchair assistance throughout the terminal during embarkation and debarkation.
• Escorts and monitors guests pending boarding status or requiring additional documentation.
• Gathers data for various embarkation processes to include registration flow and timetables; reports findings to management, as established.
• Assists guests with locating luggage and completing lost luggage forms, when necessary.
• Reviews and verifies validity of all travel documents presented by guests for check-in.
• Inputs guest travel information using the registration system and checks in each guest upon arrival. Ensures required information is accurately processed and/or paperwork is completed.
• Provides guests with stateroom keys and pertinent boarding information, according to department manual and training.
• Prepares the terminal and check-in area by organizing required furniture, equipment, manifests and other related materials. Clears and organizes workstations and/or areas daily and submits relevant paperwork to appropriate personnel.
• Performs other job related duties as assigned.

Education:

High School Diploma or equivalent.

Experience:

Minimum of one-year experience in a customer service/logistics environment, preferably in the travel industry.

Knowledge, Skills & Abilities:

Demonstrated ability to communicate in English, sufficient to provide information and answer general questions.

Knowledge of, or ability to learn practical computer skills to accurately register guests and navigate screens to perform computer based functions.

Good organizational and customer service skills.

Ability to work effectively in a multi-tasked, fast-paced environment in front of large groups.

Required to be available on weekends, after hours, and on short notice, as requested by management.

Work Conditions/ Physical Demands:

Position includes frequent standing, walking, lifting, pushing and pulling for up to 6 hour increments on average.

Ability to safely maneuver wheelchairs; includes pushing and pulling guests on wheelchairs through all terminal areas and up and down ramps.

Ability to physically transfer or assist passengers in/out of wheelchair, whose weight is approximately 100-300 lbs.

Ability to stoop, kneel, bend, crouch, lift or carry.

Position is exposed to indoor/outdoor work environment at piers and terminal locations under varying weather conditions.

Flexibility to work hours ranging from 5:00 am 4:00 pm or until ships departures; includes weekdays, weekends and holidays in various ports as assigned.

Must have the ability to perform the essential functions of the job with or without reasonable accommodation.