Pier Agent

Pier Agent

Our Pier Agents strive to exceed guest expectations by delivering a smooth experience through the Cruise terminal while providing excellent customer service in all areas for the Cruise lines Metro Shore represents. Our Galveston Pier Agents are responsible for representing Disney Cruise line by welcoming and assisting their guests in navigating 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.

Pier Agent Pay range is $14.50-$16

Requirements:

• Attends 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 by 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, checkin 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 customer service and offer 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.
• Positive Attitude.
• Required to perform basic data input functions on a laptop computer, tablet or handheld device.
• Communicate clearly with peers and guests.
• Listen to guest's questions; respond and resolve appropriately
• Greeting each guest with a warm smile while maintaining a positive demeanor.
• Follow all company policies and procedures
• Maintain dependable attendance and follow appearance guidelines and cruise line brand standards.
• Remain flexible and willing to adapt to schedule or position modifications at the request of an on-site Supervisor

Minimum Qualifications:

The following are the minimum qualifications that an individual needs to successfully perform the duties and responsibilities of this position.

Knowledge/ Experience:

• High School Diploma or equivalent. Will also accept evidence of current enrollment for students aged 16 or 17.
• At least 1 year of customer service experience.

Skills/Abilities Pertinent to This Position:

• Verbal & Written communication skills in English. Other languages are not needed but can be an asset.
• Passion for customer service / satisfaction
• Ability to interact and work at all levels as a team member
• Great attention to detail dealing with embarkation documentation and requirements.
• Flexibility/adaptability to change while multi-tasking
• Integrity

Physical Demands:

In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be provided to allow differently abled individuals to perform the essential functions of the job.

Manual dexterity required for reaching for documents and operating the cruise line provided laptops and check in system. Must be able to stand constantly for the entire shift (4-8 hours), often in the same position.

In some cases, ability to push or pull guests via wheelchair weighing between 100-300lbs. Ability to lift, carry, push or pull items 10-20lbs.

Timeline & Tasks:

Below are the sail dates for the Disney Cruise Line operation in Galveston.

For the operation at the pier, ALL the below dates are mandatory. We do allow 2 pre-approved days off. Please review and advise your availability:

November 16-19 (Mandatory Disney training)

November 20, 24, and 28 (Blackout)

December 3, 7, 11, 15, 19, 24 (Blackout), and 28 (Blackout)

January 2 (Blackout), 7, 11, 16, 21, 25, and 29

February 2, 6, 11, 15, 20 (Umbrella Parade), and 25

March 1, 6, 11 (Blackout), 15 (Blackout), 20 (Blackout), 25, and 29

April 5 (Last Sailing)