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Customer Service Pier Agents

3 months ago

Seattle, United States Port of Seattle Full time

Company : Metro Cruise Services Seattle Job Type:

Part-time Seasonal (April – October) Job Location:

Pier 91 Smith Cove Cruise Terminal Seattle, WA Pay Rate:

$21.50- $22.00 per hour Are you looking for a part-time seasonal position that offers flexibility while meeting people from all over the world? Do you enjoy working in a fast-paced environment alongside amazing coworkers? Ready to set sail on an incredible opportunity? Then this is the job for YOU Summary

Metro Cruise Services is a nationwide, all-inclusive service provider in the Cruise Industry. Our teams are dedicated to delivering excellence in Ground Guest Services to Guests through our industry knowledge, comprehensive training, and local expertise. In Seattle, our Seasonal Customer Service Pier Agents greet & interact with cruise guests from all over the world. Pier Agents review all required travel documents for check-in, provide pertinent & essential information for boarding & sailing, while assisting all guests in navigating the terminal. Our Teams treat all cruise guests and each other with positive professionalism at all times. Pier Agents are the first & last impression for cruise guests as they embark on their Alaska “Journey of a Lifetime”. Our Teams strive to ensure all passengers have an exceptional guest experience as they “Come Aboard” and when going onward with lasting memories and our warm “Bon Voyage”. Key Responsibilities

Attend debark and embark staff meetings as dictated by each Brand’s start time to understand sailing requirements and destinations for the day. Assist with set up of pier as needed and break down at the end of the day. Assist guests disembarking the vessel with locating luggage and completing lost luggage forms, when necessary. Monitor the flow of traffic in the luggage area, including U.S. Customs and Border Protection (CBP) areas. Guide the flow of guests throughout the terminal, including secure areas, walkways, check–in areas, gangways and elevators/escalators. Guide guests on how they can receive luggage assistance for both debark and embark. Direct embarking guests to and from security x-ray machines and prepare them for the next phase of embarkation. Ensure guests are on the correct path for debark or embark and keep guests from entering/exiting through closed or secure areas. Escort guests requiring wheelchair assistance throughout the terminal during embarkation and debarkation. Escort and monitor guests pending debarking or boarding status or those requiring additional documentation. Direct guests to or from next available agents processing either in debark (CBP) or during embark (check in agents) to ensure continuous flow of process. Gather data for various embarkation processes to include registration flow and timetables; report findings to management, as established. Review and verify validity of all travel documents and proof of citizenship presented by guests for check-in to ensure compliance with U.S. and International Law. As a check-in agent, input guest travel information using the registration system and check in each guest upon arrival. Ensure required information is accurately processed and/or paperwork is completed. Provide guests with stateroom keys and/or pertinent boarding information, according to cruise line brand manual and training. Maintain the highest level of guest customer service and offer a certain level of cheer or sympathy as the situation requires. Perform other job-related duties as assigned. Answer general questions in an accurate and pleasant manner and provide pertinent information regarding boarding and sailing; take the initiative to assist guests. If unable to respond and resolve on your own, know when to elevate to upper management. Requirements

Must be available to work Friday. Maintain the highest level of customer service, greeting every guest with a warm smile & positive attitude. Ability to perform basic data input functions on a laptop computer, tablet, or handheld device. Communicate clearly with peers and guests. Listen, respond, & resolve guest inquiries appropriately. Follow all company policies/procedures & Cruise brand standards. Maintain dependable attendance & follow appearance guidelines. Available to work consistently 2-3 days a week including Fridays for the Cruise Season, shift start as early as 6am. Remain flexible and willing to adapt to schedule or position modifications at the request of an on-site Supervisor. Minimum Qualifications

The following are the minimum qualifications that an individual needs in order to successfully perform the duties and responsibilities of this position. Knowledge/ Experience:

High School Diploma or equivalent. Will also accept evidence of current enrollment for students aged 16 or 17. 1 year of customer service experience (preferred). Ability to secure TWIC card (based on location). Skills/Abilities Pertinent to This Position

Verbal & Written communication skills in English. Other languages not needed but can be an asset. Basic mathematical skills to accurately handle cash payments from embarking guests and ability to process credit cards. Passion for customer service /satisfaction. Ability to interact and work at all levels as a team member. Great attention to detail dealing in embarkations documentation and requirements. Flexibility/adaptability to change while multi-tasking. Integrity. Timeline & Tasks

Provided and reviewed during Leadership Training. Specifics per cruise line brand including required forms are documented and can be provided as needed.

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