Pier Agent

Job Duties & 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.
• Maintains order 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

• A 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.

Work Conditions/ Physical Demands

• 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 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 5:00 am – 4:00 pm 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.