Pier Agent

Future interview dates and locations:

• Brooklyn Cruise Terminal, 72 Bowne Street, Brooklyn, NY – April 25 2025 (Clinton’s Wharf)
• Brooklyn Cruise Terminal, 72 Bowne Street, Brooklyn, NY – May 28 2025 (Clinton’s Wharf)
• Brooklyn Cruise Terminal, 72 Bowne Street, Brooklyn, NY – June 30 2025 (Clinton’s Wharf)
• Manhattan Pier 88 – March 12 2025
• Manhattan Pier 88 – March 19 2025
• Manhattan Pier 88 – March 26 2025
• Manhattan Pier 88 – April 16 2025
• Manhattan Pier 88 – April 30 2025

Basic Purpose

This is a fast‑paced, high‑energy position requiring an 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. The role may include, but is not limited to, meeting and greeting guests, computerized pier check‑in, and assisting airport and hotel guests with transfers to and from the port.

Job Duties & Responsibilities

• Meet and greet guests cordially, respond to 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—secure areas, walkways, check‑in areas, gangways, elevators/escalators—and direct guests accordingly.
• Answer general questions accurately and pleasantly, providing pertinent boarding and sailing information; take 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 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.
• 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 or areas daily and submit relevant paperwork to appropriate personnel.
• Perform 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 for 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.
• Availability on weekends, after hours, and on short notice as requested by management.

Work Conditions / Physical Demands

• Frequent standing, walking, lifting, pushing, and pulling for up to six‑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 lb.
• Ability to stoop, kneel, bend, crouch, lift, or carry.
• Exposure to indoor and outdoor work environments at piers and terminal locations under varying weather conditions.
• Flexibility to work hours ranging from 5:00 am – 4:00 pm or until ship departures, including weekdays, weekends, and holidays in various ports as assigned.
• Must be able to perform essential functions of the job with or without reasonable accommodation.