Position Summary – Guest Service Representative – Seward Pier
The role of the Pier Guest Service Representative (GSR) is to support the guest departure and arrival process during the ship turn process. During the departure process, the GSR will provide the guest with direction and information regarding the next stage of the departure process. Representatives with greet all guests and ensure they receive the transfer experience that was arranged onboard the ship. This includes accommodating motorcoach, train, tour and independent transfers. The GSR will assist with manifesting guests onto the coach and train transfers. GSR’s will answer questions regarding guest luggage and locating it once they arrive in Anchorage. The GSR may also assist the guest with locating their luggage in the terminal and if needed complete the PPR form for any lost luggage. GSR will provide information on the free shuttle into Seward, and other transportation options if the guest has not already booked a transfer.
During the embarkation process the GSR will efficiently and proactively facilitate the guest check in process at the Pier in Seward. GSR’s will welcome arriving guests, assist with citizenship and boarding documents, enter required information into the ships embarkation computer program and provide guests with information on the next step for embarkation. Agents also assist with security and immigration identification match between photo ID, name as listed on the manifest and documents. GSR will work with ship immigration officer to ensure guests have the required documentation to embark the ship. THIS IS A PART TIME SEASONAL POSITION
Essential Duties and Responsibilities
Primary responsibilities of a Pier GSR include but are not limited to:
- Greeting and welcoming departing and arriving guests
- Ensuring guests are in compliance with all regulations that apply to cruise travel
- Providing guests with information and direction and how to complete all necessary documentation
- Answer guest questions
- Completing ship check in process which includes verifying all guest documents have been filled out completely, guest citizenship and immigration documents are valid, and entering guest credit card information into the ship computer system
- Offer solutions or recommendations to resolve any guest issues or escalating that concern to the GSR lead or Pier Supervisor as needed
- Assist on some ships with the Access Control Point process
- Completes Personal Property Reports for lost or damaged luggage
- Manifests guests on motor coach transfers/train transfers
- Directs guests to the correct motorcoach depending on their destination in Anchorage or their Cruise Tour
- Assist with set up and tear down of the terminal
- Provide direction to guests to the correct check in line for priority guests (depending on cruise line).
- Performs other duties as assigned
Minimum Qualifications
- Must be 16 years old
- Must be a US Citizen or be able to provide verification of authorization to work in the US
- Some GSR’s will be required to obtain a TWIC card or be willing to apply for one
- Be able to work in a team environment with other GSR’s, company employees, security staff, and shipboard personnel
- Have excellent customer service skills
- Be able to communicate effectively
- Be able to respond to and provide solutions to common inquiries from guests
- Able to work outdoors in a variety of weather conditions
- Be Able to 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 standards
