Airport Guest Services Representative

2 weeks ago

San Pedro, California, United States Metro Cruise Services Full time

Airport Meet & Greet Agent Overview

The role of the Airport Meet & Greet Agent involves welcoming and assisting guests who arrive at the airport and have chosen to utilize transportation services provided by the cruise line to reach their destinations, whether it be the piers or local accommodations. Agents must be adept at navigating both the interior and exterior of airport facilities, including transport loading zones.

Primary Responsibilities

  • Participate in daily briefings to gather essential information, supplies, and to connect with team members, ensuring a clear understanding of the day’s travel requirements and destinations.
  • Maintain an organized clipboard with necessary materials to offer optimal assistance to guests.
  • Welcome guests at the airport, either at baggage claim or the designated cruise desk.
  • Confirm guest transfers against the manifest and notify the Supervisor or Lead of any discrepancies for each group encountered.
  • Guide guests in properly tagging their luggage with the required information.
  • Escort arriving guests through the terminal to designated waiting areas and transport loading zones.
  • Accurately count the number of guests boarding the provided transportation, noting any specific issues and reporting them to the Supervisor or Lead as necessary.
  • If guests arrive without luggage, assist them in completing a missing luggage report at the cruise line office.
  • Inform guests about the next steps upon arrival at their destination, whether it be the pier or hotel.
  • Deliver a warm welcome or farewell speech to guests on the coach during their journey.
  • Record departure or arrival times of coaches if working in the curbside loading zone.
  • Document bus and driver information in the designated log or tablet as instructed by the Supervisor.
  • Uphold the highest standards of customer service, displaying cheerfulness or empathy as situations require.
  • Respond to general inquiries accurately and courteously, providing relevant information regarding boarding and sailing procedures.
  • Carry out additional job-related tasks as assigned.

Qualifications

  • High School Diploma or equivalent; current enrollment documentation is acceptable for students aged 16 or 17.
  • A minimum of one year of experience in customer service, demonstrating a positive attitude.
  • Ability to perform basic data entry tasks on a tablet or handheld device.
  • Clear communication skills with both peers and guests.
  • Warmly greet each guest with a smile, maintaining a positive demeanor.
  • Adhere to all company policies and procedures.
  • Demonstrate reliable attendance and comply with appearance guidelines and brand standards.

Essential Skills and Abilities

  • Strong verbal and written communication skills in English.
  • Understanding of the sales process to accurately handle credit card transactions for transportation services.
  • A genuine passion for customer service and guest satisfaction.
  • Ability to collaborate effectively as a team member at all levels.
  • Attention to detail and time management skills to meet client expectations for transportation.
  • Flexibility and adaptability to change while managing multiple tasks.
  • Integrity in all interactions.

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