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Cruise Terminal Guest Services Agent

2 months ago

Galveston, Texas, United States Metro Shore Services LLC Full time
Job Overview

Position Summary:
As a vital member of our team, the Cruise Terminal Guest Services Agent plays a crucial role in ensuring that guests have a seamless and enjoyable experience at the cruise terminal. This position involves providing exceptional customer service and assisting guests with various needs as they navigate through the terminal.

Key Responsibilities:
  • Participate in daily staff meetings to stay informed about sailing schedules and requirements.
  • Assist in the setup and breakdown of terminal operations as required.
  • Help guests disembarking from the vessel by locating their luggage and completing necessary forms for lost items.
  • Monitor and manage the flow of traffic in luggage areas, including customs checkpoints.
  • Guide guests throughout the terminal, ensuring they understand the layout and processes, including secure areas and check-in points.
  • Provide direction to guests regarding luggage assistance and other services.
  • Ensure guests are properly directed to security checkpoints and assist them in preparing for embarkation.
  • Maintain a clear path for guests during the embarkation and debarkation processes.
  • Assist guests requiring wheelchair support, ensuring they are escorted throughout the terminal.
  • Direct guests to the appropriate personnel for processing during embarkation and debarkation.
  • Collect data on embarkation processes and report findings to management.
  • Verify the validity of travel documents presented by guests to ensure compliance with regulations.
  • Input guest information into the registration system and ensure accurate processing of check-ins.
  • Provide guests with essential boarding information and stateroom keys as per company guidelines.
  • Deliver outstanding customer service, demonstrating empathy and professionalism as needed.
  • Perform additional duties as assigned by management.
  • Respond to guest inquiries accurately and assist them proactively.
  • Exhibit a positive attitude and maintain a welcoming demeanor.
  • Utilize technology for data entry and communication effectively.
  • Engage with guests and team members clearly and respectfully.
  • Adhere to company policies and maintain consistent attendance and appearance standards.
  • Remain adaptable to changes in schedule or responsibilities as directed by supervisors.
Qualifications:

Minimum Requirements:
The following qualifications are essential for success in this role:

  • High School Diploma or equivalent; current enrollment for students aged 16 or 17 is acceptable.
  • A minimum of one year of experience in customer service.

Skills and Abilities:
Key skills that will contribute to success in this position include:

  • Strong verbal and written communication skills in English; proficiency in additional languages is a plus.
  • A genuine passion for customer service and guest satisfaction.
  • Ability to collaborate effectively as part of a team.
  • Attention to detail, particularly regarding documentation and compliance.
  • Flexibility and adaptability in a dynamic work environment.
  • Integrity and professionalism in all interactions.
Physical Requirements:

The following physical demands are typical for this role:

  • Manual dexterity for operating technology and handling documents.
  • Ability to stand for extended periods (4-8 hours) and maintain physical stamina.
  • Capability to assist guests with mobility challenges as needed.
  • Ability to lift and carry items weighing between 10-20 lbs.

Training:
Specific training and operational details will be provided during orientation, tailored to the requirements of the cruise line brand.