Airport Meet & Greet Agent

Description

Our Airport Agents strive to exceed guest expectation by delivering a smooth experience through the Airport terminal while providing excellent customer service in all areas for the Cruise lines Metro Shore represents. Our Galveston Airport Agents are responsible for representing Disney Cruise line by locating and greeting guests arriving into the airport who have elected to book or purchase transportation with the cruise line from the airport to the piers or local hotels. Airport agents are required to be capable of navigating areas both inside and outside of the airport terminals and transport loading zones.

Working Dates:
Mandatory Training Week - November 14-19 (Subject to Disney's training schedule. Specific dates and times will be assigned based on your role.)

Nov 20 - Mandatory Dress Rehearsal

Sail dates: Nov 21 (first sailing), Nov 25, Dec 1, Dec 6, Dec 11, Dec 15, Dec 19, Dec 23, Dec 29, Jan 2, Jan 6, Jan 10, Jan 15, Jan 19, Jan 24, Jan 29, Feb 2, Feb 7, Feb 12, Feb 16, Feb 20, Feb 24, Mar 2, Mar 6, Mar 10, Mar 16, Mar 20, Mar 24. Dates in bold are blackout dates due to holiday sailings.

Key Responsibilities

• Attend general briefing at designated time to gain info, supplies and meet team members working on that day to understand sailing requirements and destinations for the day.
• Airport Agent to have necessary supplies (manifest, cruise line signage, contact info) on clipboard in order to provide guests with maximum assistance.
• Meet & Greet guests arriving to airport either at baggage claim or designated cruise desk (based on location).
• Verify all guests taking transfers against manifest and alert Supervisor or Lead if there are discrepancies for each group met.
• Advise and/or assist guests in properly tagging luggage with the following items: Guest Name, Ship, Stateroom/Cabin. Remind them to remove passports, medication and any important items they may need immediately.
• Guides arriving guests throughout the terminal to: secure waiting areas, walkways or elevators/escalators.
• Escort guests safely to transport loading zones.
• Take accurate count of number of guests boarding transportation provided. Note any specific issues during this process and alert Supervisor or Lead if needed for medical issues, missing persons, luggage or items and or any incidents involving guests.
• Should guests arrive without luggage, escort to cruise line office to complete missing luggage report and gather record locator for pier manager to follow up with guest services aboard if needed.
• Informs guests of next steps once they arrive to their next destination – pier or hotel.
• A. Airport to Pier / Hotel –Deliver appropriate speech to guests aboard coach on arrival or departure to next destination.
• Note departure or arrival times of coaches to your designated area if working curbside loading zone.
• Note bus (company or coach number) and driver info (name and phone number) on designated log or tablet as advised by Supervisor.
• Maintain 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.
• Perform other job related duties as assigned.

Requirements

• Positive Attitude
• Required to perform basic data input functions on a 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

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

Knowledge/ Experience

• High School Diploma or equivalent. Will also accept evidence of current enrollment for students aged 16 or 17.
• 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.
• Ability to understand sales process to accurately handle credit card payments from embarking guests for transportation to the pier.
• Passion for customer service / satisfaction
• Ability to interact and work at all levels as a team member
• Great attention to detail and time focused in order to meet client expectations for transportation.
• 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 navigating the airport by walking as well as boarding and debarking buses individually to verify guest counts aboard or make announcements to all aboard vehicle. 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.

Timeline & Tasks

Provided and reviewed during Orientation.

Specifics per cruise line brand including required forms will be shared as operations require shared info.

Salary : $16