Pier Agent

In-Person Interviews will soon. 

Basic Purpose: 

This is a fast paced, high energy position requiring a 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, check–in 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.