Passenger Services Officer – Cruise Terminal Guest Check-In

SeaLuxe Voyages

Available Locations: Port Elizabeth, Eastern Cape

Job Description

Job Summary


SeaLuxe Voyages is seeking a guest-obsessed Passenger Services Officer (PSO) to deliver a seamless, friendly and secure embarkation and disembarkation experience at our cruise terminals. You will be the first touchpoint of our brand on sailing day—verifying travel documents, managing queues, resolving issues in real time, and ensuring every guest starts (and ends) their voyage with confidence and delight.



Key Responsibilities



  • Guest Check‑In & Verification



    • Greet guests, verify identities, tickets, visas, and health/travel documentation in accordance with company policy and port/immigration regulations.

    • Issue boarding passes, key cards, luggage tags, and manage special service requests.



  • Operational Excellence



    • Operate embarkation / reservation systems and payment terminals accurately and efficiently.

    • Coordinate with Security, Shore Ops, Baggage, and Shipboard Guest Services to maintain smooth guest flow and minimize dwell time.

    • Monitor and manage queue lines, signage, and crowd control to meet service level targets.



  • Issue Resolution



    • Resolve guest concerns (name mismatches, payment discrepancies, cabin changes, accessibility needs, loyalty benefits, etc.) promptly and professionally.

    • Escalate complex cases to supervisors or relevant authorities (immigration, customs) when required.



  • Compliance & Safety



    • Adhere to ISPS, SOLAS, local port authority rules, data privacy/GDPR standards, and company SOPs.

    • Accurately handle sensitive personal data and maintain strict confidentiality.



  • Communication & Reporting



    • Provide accurate, timely information on schedules, procedures, and ship policies.

    • Prepare end-of-shift summaries, incident logs, and KPI reporting as needed.



  • Service Culture



    • Uphold SeaLuxe Voyages’ brand standards—warm, attentive, solution-driven service at all times.

    • Support onboarding and mentoring of new team members when requested.





Required Skills and Qualifications



  • Diploma or Bachelor’s degree in Hospitality, Tourism, Aviation, Maritime Studies, Business, or a related field (or equivalent experience).

  • Proven customer-facing experience in hospitality, aviation/airline check‑in, cruise/port operations, travel, or retail service environments.

  • Strong proficiency with passenger management / reservation systems and standard office tools (MS Office or Google Workspace).

  • Excellent verbal and written communication skills; multilingual ability is a strong plus.

  • High accuracy and attention to detail when handling documents, payments, and personal data.

  • Ability to stand for extended periods and work in a high-volume, time-pressured environment.

  • Valid authorization to work in the port location and ability to pass background/security checks.



Experience



  • 1–3 years of experience in customer service, front desk/check‑in, or terminal/airport/cruise operations preferred.

  • Experience with queue management, conflict resolution, and high-throughput service operations is advantageous.

  • Familiarity with immigration/visa requirements, travel documentation, and security screening protocols is beneficial.



Working Hours



  • Shift-based schedule aligned to ship calls, including early mornings, late nights, weekends, and public holidays.

  • Overtime or extended hours may be required on high-volume sailing days or during operational disruptions.

  • Rotational rosters published in advance where possible.



Knowledge, Skills & Abilities



  • Guest-first mindset with strong problem-solving and de-escalation skills.

  • Understanding of port, security, and maritime compliance frameworks (e.g., ISPS).

  • Data privacy awareness (e.g., GDPR/PDPA) and responsible handling of PII.

  • Team player who collaborates effectively with multi-agency stakeholders (security, customs, immigration, baggage handlers, ship crew).

  • Resilience under pressure; able to remain calm, courteous, and effective during peak volumes or irregular operations.

  • Numeracy skills for payment handling, refunds, and reconciliation.



Benefits*



  • Competitive salary with shift allowances/overtime pay where applicable.

  • Medical/health insurance coverage.

  • Uniform and meal/meal allowance on duty days.

  • Travel perks / discounted cruise rates for employees and eligible dependents.

  • Learning & development opportunities in cruise operations, leadership, and guest experience. *Benefits may vary by location/contract type.



Why Join SeaLuxe Voyages



  • Be the face of a premium cruise brand at the most exciting moment of every voyage—sailing day.

  • Work in a dynamic, multicultural environment with clear career pathways into shore operations, guest services, or shipboard roles.

  • Join a company that values safety, service excellence, and continuous improvement.

  • Grow your operational and leadership capabilities with structured training and real responsibility.



How to Apply


Send your resume/CV and a short cover letter outlining your experience in high-volume guest service operations to careers@sealuxevoyages.com with the subject line: “Passenger Services Officer – [Your Name]”

Apply Now

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