Cruise Terminal Guest Services | Pier Agent & Sales

SMS International Shore Operations; West Palm Beach (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

SMS International Shore Operations in Riviera Beach, FL, seeks a guest services representative to greet guests, respond to inquiries, and assist with embarkation and debarkation at the cruise terminal.

The role involves guiding traffic, verifying travel documents, assisting with luggage, and providing boarding information with clear English communication, while supporting a fast-paced, customer‑facing environment.

Qualifications

• High School Diploma or equivalent.
• Minimum of one-year experience in a customer service/logistics environment, preferably in the travel industry.
• Sales experience is strongly preferred.
• Must have open availability, rotating schedule every other day.
• 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.

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.
• Selling cruise packages and ear commission.
• Monitors the flow of traffic in the luggage area, including 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.

Skills

Customer service

Logistics

Sales experience

Communication in English

Computer skills

Organizational skills

Multitasking

Weekend availability

Education

High School Diploma or equivalent

Tools

Registration system

Job description

SMS International Shore Operations in Riviera Beach, FL, seeks a guest services representative to greet guests, respond to inquiries, and assist with embarkation and debarkation at the cruise terminal.

The role involves guiding traffic, verifying travel documents, assisting with luggage, and providing boarding information with clear English communication, while supporting a fast-paced, customer‑facing environment.