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.