What are the responsibilities and job description for the Pier Agent position at SMS International Shore Operations?
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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
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
- 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.
- 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.
- Performs other job related duties as assigned.
- High School Diploma or equivalent.
- Minimum of one-year experience in a customer service/logistics environment, preferably in the travel industry.
- 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.
- 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 5:00am – 4:00pm 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.
