Toa Payoh - Passenger Service Operations Officer

Key role:

Execute overall operations within the terminal to facilitate the flow and movement of passengers both departing and arriving through the terminals for a pleasant passengers' experience.

Essential Duties and Responsibilities:

Functional:

1. Baggage Check-in Counter

• Perform functions for baggage check in which includes:
• Requesting and conducting passenger’s travel documents/ Boarding pass verification.
• Checking-in and tagging baggage items, collecting excess baggage charges, where applicable
• Assisting with left luggage services if requested.

1. Passenger Handling at Boarding Gate/Pontoon

• Radio Cruise Control Centre for ferry location & estimated time of arrival
• Execute pre-boarding SOPs for any late arrival ferry of more than 15 mins from schedule timing.

• Verify the number of baggage transferred to vessel against baggage manifest and perform SOP to reconcile bags.

• Radio staff at jetty to check with Ferry crew for boarding clearance.
• Update trip status in SPOS Boarding Module to ‘Boarding’, to commence boarding when ferry is ready for boarding.

• Guide all passengers through the boarding process and the complete scanning of boarding passes etc for safe boarding.
• Carry out crowd control and emergency services when needed.

1. Handle Passengers disembarkation

• Carry out safety check at Pontoon before disembarkation.
• Ensure Porters are at standby at pontoon to assist arriving passengers with their baggage.
• Ensure passengers follow safe disembarkation practice and assist passengers with special needs.

1. Follow safety, housekeeping, security, and health procedures.

• Conduct daily inspection to ensure overall cleanliness and safety at the terminal.
• Monitor and report any non-conformances or incidents pertaining to safety, security and health regulations.

Competencies:

• Working knowledge on Ferry SOPs on Baggage check-in, Boarding gate, Departure/Arrival process.
• Working knowledge on SPOS, able to navigate and operate the SPOS's modules efficiently.
• Educational qualifications required: Higher NITEC and above.
• Added advantage for those who are CERT certified.

With over 30 years in the business, SCCPL has honed both operational excellence and a deep knowledge of the cruise and ferry business.