Passenger Service Operations Officer

Internsg; Singapore; On-site; SGD 22,000 - 36,000; Full time

Job summary

Internsg is seeking personnel to deliver a smooth check-in experience for ferry passengers in a busy terminal environment. You will verify travel documents, tag baggage, assist with left-luggage, and handle customer enquiries.

You will coordinate with the control centre for ferry arrivals, manage boarding queues, and ensure accurate passenger and baggage counts. You’ll work with jetty staff to guide passengers and maintain crowd safety during peak times and emergencies.

Qualifications

• Minimum GCE 'O' Level / NITEC or equivalent qualification.
• Experience in customer service, passenger handling, airport, ferry, hospitality, or frontline operations is an advantage, but training will be provided.
• Willing to work on rotating shifts on 6 days work week, including weekends and public holidays.
• Customer-focused with a friendly and professional service mindset.
• Able to communicate clearly and confidently with passengers and team members.
• Strong in basic computer systems; experience with operational systems and CERT is a plus.

Responsibilities

• Welcome passengers at the baggage check-in counter and verify travel documents and boarding passes.
• Check in and tag baggage accurately, including handling excess baggage payments when required.
• Assist passengers with left-luggage services and general enquiries.
• Coordinate with the Cruise Control Centre to stay updated on ferry arrivals and operational readiness.
• Prepare passengers for boarding, including managing queues and handling service recovery during delayed sailings.
• Ensure passenger and baggage counts are accurate prior to boarding.
• Work closely with jetty staff and ferry crew to obtain boarding clearance.
• Guide passengers through the boarding process, including boarding pass scanning, to ensure safe and orderly boarding.
• Maintain crowd control and provide on-the-ground assistance during peak periods or emergency situations.
• Conduct basic safety checks at the pontoon before disembarkation begins.
• Ensure porters are available to support passengers with their baggage.
• Assist passengers, especially those with special needs, to disembark safely and comfortably.
• Carry out routine checks to ensure cleanliness, safety, and overall terminal readiness.
• Stay vigilant and report any safety, security, or health-related concerns promptly.

Skills

Customer service

Communication

Teamwork

Computer literacy

Education

GCE O'Level / NITEC or equivalent

Tools

Operational systems

CERT knowledge

Job description

Deliver a smooth check-in experience

• Welcome passengers at the baggage check-in counter and verify travel documents and boarding passes.

• Check in and tag baggage accurately, including handling excess baggage payments when required.

• Assist passengers with left-luggage services and general enquiries.

Support safe and efficient boarding operations

• Coordinate with the Cruise Control Centre to stay updated on ferry arrivals and operational readiness.

• Prepare passengers for boarding, including managing queues and handling service recovery during delayed sailings.

• Ensure passenger and baggage counts are accurate prior to boarding.

Manage boarding and crowd flow

• Work closely with jetty staff and ferry crew to obtain boarding clearance.

• Guide passengers through the boarding process, including boarding pass scanning, to ensure safe and orderly boarding.

• Maintain crowd control and provide on-the-ground assistance during peak periods or emergency situations.

Assist with passenger arrival and disembarkation

• Conduct basic safety checks at the pontoon before disembarkation begins.

• Ensure porters are available to support passengers with their baggage.

• Assist passengers, especially those with special needs, to disembark safely and comfortably.

Maintain a safe and positive terminal environment

• Carry out routine checks to ensure cleanliness, safety, and overall terminal readiness.

• Stay vigilant and report any safety, security, or health-related concerns promptly.

Requirements:

• Minimum GCE 'O' Level / NITEC or equivalent qualification.

• Experience in customer service, passenger handling, airport, ferry, hospitality, or frontline operations is an advantage, but training will be provided.

• Willing to work on rotating shifts on 6 days work week, including weekends and public holidays.

• Customer-focused with a friendly and professional service mindset.

• Able to communicate clearly and confidently with passengers and team members.

• Strong in basic computer systems; experience with operational systems and CERT is a plus.