Pier Agent

SMS International Shore Operations; New York (NY); On-site; USD 36,000 - 48,000; Full time

Job summary

SMS International Shore Operations US, Inc. is seeking a customer service agent at our Brooklyn and Manhattan cruise terminal locations. The role involves greeting guests, assisting with check-in and transfers, managing luggage flow, and guiding guests through terminal operations.

Strong English communication, computer skills, and organizational abilities are required. Past experience in travel or logistics is preferred, and weekend/after-hours availability is necessary.

Qualifications

• Must be able to communicate clearly in English and provide information to guests.
• Knowledge of or ability to learn guest registration computer systems.
• Strong organizational and customer service abilities.
• Ability to work in a fast-paced environment in front of large groups.
• Must be available on weekends, after hours and on short notice.

Responsibilities

• Meet and greet guests cordially and assist with embarkation/debarkation.
• Monitor luggage flow and CBP areas within the terminal.
• Guide guest movement through check-in, gangways, and elevators/escalators.
• Answer questions and provide boarding/sailing information.
• Escort wheelchair guests during embarkation/debarkation.
• Collect data for embarkation processes and report to management.
• Assist guests with locating luggage and completing lost luggage forms.
• Verify travel documents and register guest information in the system.
• Provide guests with stateroom keys and boarding information.
• Prepare terminal and check-in areas and maintain organized workspaces.
• Perform other job-related duties as assigned.

Skills

English communication

Computer skills

Organizational skills

Multitasking in fast-paced environ.

Weekend/after-hours availability

Education

High School Diploma or equivalent

Job description

Brooklyn Cruise Terminal Future Interviews Dates

• April 25, 2025 @ Brooklyn Cruise Terminal 72 Bowne Street Brooklyn NY / Clinton's Wharf
• May 28, 2025 @ Brooklyn Cruise Terminal 72 Bowne Street Brooklyn NY / Clinton's Wharf
• June 30, 2025 @ Brooklyn Cruise Terminal 72 Bowne Street Brooklyn NY / Clinton's Wharf

Manhattan Terminal Future Interviews Dates

• 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 @ Manhattan Pier 88

Basic Purpose

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

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.
• Monitors the flow of traffic 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

• 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.