Guest Services Lead Agent – Seward

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Position Summary – Guest Services Lead Agent – Seward

Seward GSR Lead Agent will be responsible for monitoring and directing other Guest Service Representatives during the debarkation and embarkation process on ship turn days. The Seward GSR lead with perform duties as assigned by the Seward Operations manager.  The Seward GSR lead will be responsible for monitoring activities both on the dock and in the terminal to ensure the process is running something.  Seward GSR lead will assist with resolving any guest related issues or bringing them to the attention of the Seward Operations Manager if they are unable to resolve.  Seward GSR Lead will work closely with Security, Longshore, Cruiseline Agency of AK representative, ship staff , drivers , TD’s and other Premier Staff to facilitate a smooth operation during the ship day. THIS IS A PART TIME SEASONAL POSITION

Essential Duties and Responsibilities

Primary responsibilities of the Pier Assistant Supervisor include but are not limited to:

  • Monitor and direct up to 30 Guest Services Representatives
  • Perform duties as assigned by the Seward Operations Manager
  • Ensure that all GSR’s are following security and TWIC guidelines
  • Work with ship staff to resolve any issues that may occur during the embark/debark process
  • Resolve any guest related issues/ answer guest questions
  • Maintain safety and security on the dock and in the terminal. Report any concerns
  • Monitor activities in the terminal and on the dock to ensure a smooth operations
  • Report any issues or concerns to the Seward Operations Manager
  • Assist Seward Operations Manager to ensure that staff get lunch breaks. Rotate staff through positions.  
  • Lead by example and set a good example for other employees
  • All other duties as assigned

Minimum Qualifications

A Pier Assistant Supervisor must meet the following criteria in order to be considered as an applicant:

  • Must be 18 years of age
  • Must have a valid drivers license and must be able to obtain a TWIC card. Must be able to provide an acceptable driving record that meet PAT standards
  • Must be a US Citizen or provide verification of authorization to work in the US
  • Must be able to monitor and direct other staff, lead by example and encourage a team environment with other GSR’s, ship staff, terminal security staff and longshore staff.
  • Must be able to multi-task and be aware of everything that is happening during the ship turn. Monitor the radio communication and be aware of any situation which might affect the operation.
  • Have excellent guest service skills and be able to communicate effectively. Must be able to work in stressful situation and problem solve.
  • Ability to respond and provide solutions to common guest issues
  • Ability to work outdoors in a variety of weather conditions as well as stand for extended periods of time.
  • Must be able to work with a variety of ship/guests from other countries and cultures
  • Must have a knowledge of Seward and Alaska to be able to answer guest or ship staff questions
  • Must be able to serve as a resource to GSR’s regarding the different computer programs and procedures for each cruise line
  • Must have an understanding of all the PAT departments and how they relate and work together
  • Must be able to work independently under indirect supervision from the Seward Operations Manager.