Shore Operations Assistant
4 weeks ago
Job Summary:
This is a fast-paced, high-energy position requiring an enthusiastic, efficient, and professional image. As a Pier Operations Coordinator for SMS International Shore Operations, you will direct and assist cruise guests in all aspects of shore-side operations as assigned.
Key Responsibilities:
- Meet and greet guests cordially, responding to their inquiries in a knowledgeable and pleasant manner, and assist and direct debarkation and embarkation of guests.
- Monitor the flow of traffic in the luggage area, including U.S. Customs and Border Protection (CBP) areas.
- Guide the flow of traffic throughout the terminal, including secure areas, walkways, check-in areas, gangways, and elevators/escalators, and direct guests accordingly.
- Answer general questions in an accurate and pleasant manner and provide pertinent information regarding boarding and sailing; take the initiative to assist guests.
- Escort guests requiring wheelchair assistance throughout the terminal during embarkation and debarkation.
- Escort and monitor guests pending boarding status or requiring additional documentation.
- Gather data for various embarkation processes, including registration flow and timetables; report findings to management, as established.
- Assist guests with locating luggage and completing lost luggage forms, when necessary.
- Review and verify the validity of all travel documents presented by guests for check-in.
- 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 pertinent boarding information, according to department manual and training.
- Prepare the terminal and check-in area by organizing required furniture, equipment, manifests, and other related materials. Clear and organize workstations and/or areas daily and submit relevant paperwork to appropriate personnel.
Requirements:
- 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.
Work Conditions/Physical Demands & Travel:
- 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 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.
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