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Pier Operations Coordinator

2 months ago

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

Job Summary

This is a fast-paced and dynamic role that requires a professional and enthusiastic individual to provide exceptional guest services in a shore-side operations environment. As a Pier Agent, you will be responsible for directing and assisting cruise guests in all aspects of shore-side operations, including meeting and greeting guests, computerized pier check-in, and assisting with airport and hotel guest transfers.

Key Responsibilities

  • Meet and greet guests cordially, responding to their inquiries in a knowledgeable and pleasant manner, and assisting and directing 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, and 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, and 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, ensuring 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, and 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, 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 wheelchairs, whose weight is approximately 100-300 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, including 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.