Metro Shore Services is a nationwide, all-inclusive service provider for Cruise Terminal Management, Ship's Agency, Stevedore Services, Ground Guest Services, Shore Excursions and Terminal Security Services. Our team members are known for striving to exceed guest expectations by delivering a smooth experience through the Cruise terminal and providing excellent customer service in all areas for the Cruise lines that call on us as a partner.

$16.00 - $17.00 Hourly Wage

Key Responsibilities

• Customer Service Cruise Agents are responsible for greeting and assisting guests navigate both inside and outside the cruise port terminals. There are various positions (secure areas, walkways, x-ray screening, check–in areas, gangways and elevators/escalators, etc.) within the port terminal that they may be asked to perform to include check in and directional capacities.
• Customer Service Cruise Agents working the earliest shifts would be assisting guests disembarking the vessel at the port with locating luggage, completing lost luggage forms (when necessary) and general directional assistance navigating their way through U.S. Customs and Border Protection (CBP) areas towards the terminal exit.
• Customer Service Cruise Agents working other shifts could be guiding guests through the port terminal as previously described or assisting in the check in procedures via cruise line supplied equipment.
• Customer Service Cruise Agents working check in would be trained by cruise line brand and required to review, input 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 via the client system.
• Provide guests with stateroom keys and/or pertinent boarding information, according to cruise line brand manual and training.
• Customer Service Cruise Agents also assist guests requiring wheelchair assistance throughout the terminal during embarkation and debarkation.
• Assist with set up of pier and/or break down at the end of the day as needed.
• Answer general questions in an accurate and pleasant manner and provide pertinent information regarding boarding and sailing; If unable to respond and resolve on your own, know when to elevate to upper management.
• Perform other job related duties at the port terminals as assigned.

Minimum Qualifications & Requirements
The following are the minimum qualifications that an individual needs in order to successfully perform the duties and responsibilities of this position.

• Positive attitude to communicate clearly with guest and peers while maintaining a positive demeanor.
• Follow all company policies and procedures
• Maintain dependable attendance and follow appearance guidelines and cruise line brand standards.

Knowledge/ Experience

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

Skills/Abilities Pertinent to This Position

• Verbal & Written communication skills in English. Other languages not needed but can be an asset.
• Required to perform basic data input functions on a laptop computer, tablet or handheld device.
• Basic mathematical skills to accurately handle cash payments from embarking guests and ability to process credit cards.
• Passion for customer service / satisfaction
• Ability to interact and work at all levels as a team member
• Great attention to detail dealing in embarkations 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 accommodations may be made 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.