Job Description and Activities
A Passenger Operative assists with the movement of passengers either sailing from, or arriving at the port. Ports handle passengers travelling on all types of vessels: those using passenger ferries to and from Ireland or Europe, cruise ships with worldwide destinations or small river ferries. The types of work Passenger Operatives are required to do will depend on the type of vessel but would normally include the following:
- Physical tasks – the lifting of passenger baggage on and off baggage trailers, carrying baggage on or off the ship, assisting disabled passengers, positioning passenger barriers and directing vehicles.
- Customer service – passenger operatives are normally the only port employees passengers will see when using the port. They are required to answer general queries, provide updates on sailing/arrival times and delays, provide information on local facilities such as taxis and hotels, and guide passengers and their vehicles on and off the vessel. In some ports there is also a requirement for operatives to check passports and tickets.
- Handling situations – a busy port passenger terminal filled with passengers can give rise to situations that require careful handling by the Passenger Operative. They may be required to deal with drunkenness, aggression, illness, emergencies and other demanding situations.
The Working Environment
- Passenger Operatives should enjoy working with people and be able to remain calm under pressure.
- A second language would be useful if the port handles sailings from non-UK countries.
- Working hours and conditions typically include regular unsocial hours. There may be some on-call requirement and shift or weekend work is very likely.
- There are more males than females currently employed within the industry, but this is changing.
Salary
Passenger operatives usually start on an annual salary of around £11,000, which can rise to £16,000.
Entry Requirements
Many ports will have training programmes in place for new employees and an apprenticeship in Port Operations, with a pathway for Passenger Operations is currently under development. An N/SVQ level 2 has been developed for Port Operations, with a pathway in passenger operations.
Career Development
The natural progression for a Passenger Operative is to become a passenger team leader (in the larger ports), and from there a passenger supervisor. There are two qualifications aimed at preparing employees for these jobs:
- Passenger Team Leader – N/SVQ in Port Operations
- Passenger Supervisor – N/SVQ in Supervision of Port Operations