Passenger Service Operations Officer

Deliver a smooth check-in experience

• Welcome passengers at the baggage check-in counter and verify travel documents and boarding passes.
• Check in and tag baggage accurately, including handling excess baggage payments when required.
• Assist passengers with left-luggage services and general enquiries.

Support safe and efficient boarding operations

• Coordinate with the Cruise Control Centre to stay updated on ferry arrivals and operational readiness.
• Prepare passengers for boarding, including managing queues and handling service recovery during delayed sailings.
• Ensure passenger and baggage counts are accurate prior to boarding.

Manage boarding and crowd flow

• Work closely with jetty staff and ferry crew to obtain boarding clearance.
• Guide passengers through the boarding process, including boarding pass scanning, to ensure safe and orderly boarding.
• Maintain crowd control and provide on-the-ground assistance during peak periods or emergency situations.

Assist with passenger arrival and disembarkation

• Conduct basic safety checks at the pontoon before disembarkation begins.
• Ensure porters are available to support passengers with their baggage.
• Assist passengers, especially those with special needs, to disembark safely and comfortably.

Maintain a safe and positive terminal environment

• Carry out routine checks to ensure cleanliness, safety, and overall terminal readiness.
• Stay vigilant and report any safety, security, or health-related concerns promptly.

Requirements:

• Minimum GCE ‘O’ Level / NITEC or equivalent qualification.
• Experience in customer service, passenger handling, airport, ferry, hospitality, or frontline operations is an advantage, but training will be provided.
• Willing to work on rotating shifts on 6 days work week, including weekends and public holidays.
• Customer-focused with a friendly and professional service mindset.
• Able to communicate clearly and confidently with passengers and team members.
• Strong in basic computer systems; experience with operational systems and CERT is a plus.

ABOUT SINGAPORE CRUISE CENTRE (www.singaporecruise.com.sg) Singapore Cruise Centre, a wholly owned subsidiary of Mapletree Investments, manages and operates 3 ferry terminals and 1 award-winning international cruise terminal in Singapore - HarbourFront Passenger Terminal, Tanah Merah Ferry Terminal and Pasir Panjang Ferry Terminal. With over 30 years in the business, SCCPL has honed both operational excellence and a deep knowledge of the cruise and ferry business.