Cruise Line Terminal Agent

Pier Agents are responsible for greeting and assisting guests both inside and outside the cruise terminals. There are various positions within the terminal that they may be asked to perform to include check-in and directional capacities.

Our Pier Agents strive to exceed guest expectation by delivering a smooth experience through the Cruise terminal while providing excellent customer service in all areas. Pier Agents are responsible for greeting and assisting guests navigate both inside and outside the cruise terminals.

Requirements:

• Attend debark and embark staff meetings as dictated by each Brand’s start time to understand sailing requirements and destinations for the day.

• Assist with set up of pier as needed and break down at the end of the day.

• Assists guests disembarking the vessel with locating luggage and completing lost luggage forms, when necessary.

• Monitors the flow of traffic in the luggage area, including U.S. Customs and Border Protection (CBP) areas.

• Guides the flow of guests throughout the terminal, including: secure areas, walkways, check–in areas, gangways and elevators/escalators.

• Guides guests on how they can receive luggage assistance for both debark and embark.

• Direct embarking guests to and from security x-ray machines and prepare them for the next phase of embarkation.

• Ensure guests are on the correct path for debark or embark and keep guests from entering/exiting through closed or secure areas.

• Escorts guests requiring wheelchair assistance throughout the terminal during embarkation and debarkation.

• Escorts and monitors guests pending debarking or boarding status or those requiring additional documentation.

• Direct guests to or from next available agents processing either in debark (CBP) or during embark (check in agents) to ensure continuous flow of process.

• Gathers data for various embarkation processes to include registration flow and timetables; reports findings to management, as established.

• Review and verify validity of all travel documents and proof of citizenship presented by guests for check-in to ensure compliance with U.S. and International Law.

• As a check in agent, input 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.

• Provide guests with stateroom keys and/or pertinent boarding information, according to cruise line brand manual and training.

• Maintain the highest level of guest customer service and offering a certain level of cheer or sympathy as the situation requires.

• Perform other job related duties as assigned.

• Answer general questions in an accurate and pleasant manner and provide pertinent information regarding boarding and sailing; take the initiative to assist guests. If unable to respond and resolve on your own, know when to elevate to upper management.