Pier Guest Service Representative (Part Time)

Position Summary

The role of a Pier Guest Service Representative (GSR) is to support the guest departure and arrival process. During the departure process the GSR will provide guests with direction and information regarding the next stage of the departure process. Representatives will greet all guests and verify they receive the transfer experience that was arranged onboard the ship. This includes accommodating motorcoach, train, tour and independent transfers. The GSR may also coordinate all motorcoach and luggage truck arrivals and departures at the Seward ship terminal during cruise ship disembarkation and embarkation. They are the liaison between ship personnel, pier security staff, and terminal staff in order to make certain that luggage is loaded onto the appropriate vehicle and delivered to the proper destination.

During the embarkation process the GSRs will efficiently and proactively facilitate the guest check-in process at the pier in Seward, Alaska. GSR’s will welcome arriving guests, assist with citizenship and boarding documentation, enter required information into a computerized check-in system, and provide transitional direction towards the next stage of arrival process. Agents also assist with security and immigration identification confirmation match between photo ID, name as listed on manifest, and documents. THIS IS A ONE DAY A WEEK POSITION.

Essential Duties and Responsibilities

Primary responsibilities of a Pier GSR include but are not limited to:

  • Greeting and welcoming all arriving and departing guests
  • Ensuring guests are in compliance with all regulations that apply to cruise travel
  • Providing guests with direction concerning where to go and how to complete all necessary documentation
  • Administering ship check-in which includes verifying all guest documentation has been filled out correctly, guest's citizenship and immigration documentation are valid, and processing credit card information, room assignments, etc. into a computer based check-in system
  • Issuing ship ID, known as a Sea Pass card, for guest entry onto the cruise ship
  • Offers solutions or recommendations to resolve any guest issues or escalating the concern as required to assure guest satisfaction
  • Assists with serving cookies and filing paperwork in the terminal
  • Assists with Sea Pass cards onboard the ship
  • Completes personal property reports for damaged or misplaced luggage
  • Coordinates all motorcoach and luggage truck departures and arrivals through radio conversations with drivers and phone conversations with Anchorage Operations
  • Records the departure and arrival times of motorcoaches and luggage trucks to complete necessary reports at the end of each day
  • Handles any transfer or tour guest issues and coordinates with Anchorage Operations as needed
  • Monitors the actions of drivers, tour directors and pier staff when in a secured area on the dock
  • Coordinates with local longshoremen regarding luggage issues
  • Assists in the parking of coaches at the Seward Rail Road depot based on arrival of tour guests
  • Organizes wheelchair assistance for guests
  • Assist with setup and tear down of signage and equipment
  • Performs other duties as required

Minimum Qualifications

Pier Check-in Agents must meet the following criteria in order to be considered as an applicant:

  • Must be at least 18 years of age
  • Must be a U.S. Citizen or able to provide verification of authorization to work in the U.S.
  • Some GSR”S will be required to have a TWIC card or be willing to apply for one
  • Be able to work in a team environment with other company employees, shipboard personnel and terminal security staff
  • Have excellent guest service skills with the ability to communicate effectively
  • Able to respond to and provide solutions to common inquiries or complaints from guests
  • Able to work outdoors in a variety of weather conditions as well as stand for extended periods of time
  • Some GSR’s may be required to possess a valid driver's license with an acceptable driving record that meets PAT's standards


This position pays $12.00 per hour or DOE