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Pier Operations Coordinator

3 months ago

Seattle, Washington, United States SMS International Shore Operations Full time

About the Role:

This is a fast-paced position that requires an enthusiastic and professional image. As a Pier Agent, you will direct and assist cruise guests in all aspects of shore-side operations, including meeting and greeting guests, computerized pier check-in, and assisting with airport and hotel transfers.

Key Responsibilities:

  • Meet and greet guests cordially, responding to their inquiries in a knowledgeable and pleasant manner.
  • Monitor the flow of traffic in the luggage area, including U.S. Customs and Border Protection areas.
  • Guide the flow of traffic throughout the terminal, including secure areas, walkways, check-in areas, gangways, and elevators/escalators.
  • Answer general questions in an accurate and pleasant manner and provide pertinent information regarding boarding and sailing.
  • Escort guests requiring wheelchair assistance throughout the terminal during embarkation and debarkation.
  • 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.
  • 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.

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.

Work Conditions/Physical Demands & Travel:

This position includes frequent standing, walking, lifting, pushing, and pulling for up to 6 hour increments on average. Ability to safely maneuver wheelchairs, including 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.