Pier Agent

BASIC PURPOSE: This is a fast paced, high energy position requiring a enthusiastic, efficient and professional image. Agents working for SMS International Shore Operations US, Inc., direct and assist cruise guests in all aspects of shore-side operations as assigned. This position may include, but is not limited to meeting and greeting guests, computerized pier check-in along with assisting airport and hotel guest with transfers to and from the port. ESSENTIAL FUNCTIONS & RESPONSIBILITIES: · Meet and greet guests cordially, responding to their inquiries in a knowledgeable and pleasant manner as well as assisting and directing debarkation and embarkation of guest. · Monitors the flow of traffic in the luggage area, including U.S. Customs and Border Protection (CBP) areas. · Guides the flow of traffic throughout the terminal, including: secure areas, walkways, check–in areas, gangways and elevators/escalators and direct guests accordingly. · Answers general questions in an accurate and pleasant manner and provides pertinent information regarding boarding and sailing; takes the initiative to assist guests. · Escorts guests requiring wheelchair assistance throughout the terminal during embarkation and debarkation. · Escorts and monitors guests pending boarding status or requiring additional documentation. · Gathers data for various embarkation processes to include registration flow and timetables; reports findings to management, as established. · Assists guests with locating luggage and completing lost luggage forms, when necessary. · Reviews and verifies validity of all travel documents presented by guests for check-in. · Inputs guest travel information using the registration system and checks in each guest upon arrival. Ensures required information is accurately processed and/or paperwork is completed. · Provides guests with stateroom keys and pertinent boarding information, according to department manual and training. · Prepares the terminal and check-in area by organizing required furniture, equipment, manifests and other related materials. Clears and organizes workstations and/or areas daily and submits relevant paperwork to appropriate personnel. · Performs other job related duties as assigned.  Education: · High School Diploma or equivalent. Experience:  · Minimum of one-year experience in a customer service/logistics environment, preferably in the travel industry. Knowledge, Skills & Abilities:  · 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.