Pier Agent - $19.00/HR

Hourly Pay Rate: $19.00 Per Hour.

About us

Metro Shore Services is recognized for its rich history of excellence in the cruise industry. Our focus on quality and innovation has raised the bar for the level of service delivered today. We are 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 mission is to consistently deliver safe, efficient, innovative and environmentally responsible maritime operational solutions for our customers.

Position Summary

Pier Agents are responsible for greeting and assisting guests 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.

Our Pier Agents strive to exceed guest expectation by delivering a smooth experience through the Cruise terminal while providing excellent customer service in all areas for the Cruise lines Metro Shore represents. Pier Agents are responsible for greeting and assisting guests navigate 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.

Essential Duties and Responsibilities

• Attends debark and embarks staff meetings as dictated by each Brand’s start time to understand sailing requirements and destinations for the day.
• Assists with set up of pier as needed and break down at the end of the day.
• Assists guests disembarking the vessel with 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, check–in areas, gangways and elevators/escalators.
• Guides guests on how they can receive luggage assistance for both debark and embark.
• Directs embarking guests to and from security x-ray machines and prepares them for the next phase of embarkation.
• Ensures 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.
• Directs 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.
• Reviews and verifies 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, 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/or pertinent boarding information, according to cruise line brand manual and training.
• Maintains the highest level of guest customer service and offering a certain level of cheer or sympathy as the situation requires.
• 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.
• Performs other job-related duties as assigned.

Requirements

• 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 guests questions; respond and resolve appropriately.
• Greet 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.

Skills/Abilities Pertinent to This Position

• Verbal & Written communication skills in English. Other languages not needed but can be an asset.
• 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.

Minimum Qualifications:

• Education: High School Diploma or equivalent. Will also accept evidence of current enrollment for students aged 16 or 17.
• Additional Experiences: At least 1 year of customer service experience.
• Certifications: Valid TWIC (Transportation Worker Identification Credential) or able to obtain and maintain.

Physical Demands & Work Environment

• Physical Demands: The physical demands described here represent those that are typically required to perform the essential functions of this position. This role requires the ability to stand, walk, bend, and lift up to 50 pounds. It may involve regular exposure to outdoor environments and active work sites. Use of personal protective equipment (PPE) may be required depending on the task. Some positions may require travel between job sites.
• Work Environment: Work may be performed in both indoor and outdoor environments, including active job sites with varying weather conditions and potential exposure to noise, dust, and other occupational hazards. Safety protocols and personal protective equipment (PPE) are provided and required as appropriate.

Why Join Us

At Nautilus, our people are our most valuable asset. We foster a collaborative, inclusive environment where team members feel valued, supported and empowered to grow with us. Whether you are starting your career or looking for the next step, we are committed to investing in your development, offering clear pathways for advancement, ongoing training and leadership development.

With operating areas across CA, FL, IN, NC, NJ, SC, TX and WA, we continue to impact diverse communities and industries. Nautilus International Holding Corporation and its subsidiaries are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other legally protected status.

If you require reasonable accommodation to apply for a position or to perform the essential functions of a role, please contact HRDept@nautilusintl.com.

This job description is not intended to be an employment contract or guarantee of employment. Employment with Nautilus International Holding Corporation is at-will, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice. This job description may be modified at any time at the sole discretion of the company.