Terminal Officer

Responsible for supporting the safe, efficient, and customer-focused operation of a ferry terminal. This includes assisting with vessel docking, managing passenger and vehicle boarding, handling ticketing systems, and ensuring compliance with safety protocols.

• Terminal Operations Management
• Ensure smooth daily ferry terminal operations in accordance with approved schedules and SOPs.
• Monitor terminal readiness before, during, and after ferry operations.
• Coordinate with ferry crew, ticketing, security, and HSE teams for uninterrupted operations.
• Ensure all terminal infrastructure (ramps, barriers, signage, waiting areas) is functional and safe.
• Conduct inspections and report maintenance or operational issues promptly.
• Passenger Management & Customer Service
• Supervise safe and orderly embarkation and disembarkation of passengers.
• Assist elderly passengers, People of Determination (POD), and families as required
• Handle passenger inquiries, complaints, and feedback professionally.
• Maintain high customer satisfaction standards through effective communication.
• Vehicle Control & Marshalling
• Manage vehicle queuing, staging, and marshalling within the terminal.
• Ensure compliance with loading instructions and ferry capacity limits
• Prevent unauthorized or overweight vehicles from boarding without approval.
• Schedule & Operational Control
• Monitor ferry arrival and departure schedules and address delays or disruptions.
• Communicate operational updates clearly to passengers and staff.
• Record and report operational disruptions and follow escalation procedures.
• Safety, Security & Compliance
• Enforce HSE, IMS, and ISPS requirements always.
• Monitor for hazards, unsafe acts, and unsafe conditions within the terminal.
• Ensure emergency routes, exit, and muster areas remain accessible.
• Control access to restricted areas and support security operations.
• Incident Management & Reporting
• Act as first responder within role limitations during incidents.
• Prepare and submit incident reports and daily operational reports.
• Coordinate with relevant authorities (police, emergency services) when needed.

Educational and Technical

Qualifications:

• High school diploma or equivalent.
• At least 1 year of customer service or transportation-related experience.
• Physically able to lift/pull mooring lines (up to 75 lbs) and work in all weather conditions.
• Knowledge of terminal operations and maritime safety practices
• Understanding of HSE regulations and emergency procedures
• Ability to manage passenger flow and vehicle marshalling.
• Familiar with computer basics... (Word, Excel etc)

Language

Skills:

• Proficiency in English (spoken and written) is mandatory.
• Knowledge of Arabic is preferred to support effective communication with local stakeholders and customers.
• Ability to communicate clearly and professionally with passengers, team members, and external parties.

Years of

Experience:

• Minimum 1 year of relevant experience in terminal operations, transportation services, customer service, or a related operational environment.

Nature of

Experience:

• Strong attention to detail to ensure operational accuracy and safety compliance
• Effective problem-solving skills to address operational challenges and customer issues
• Ability to manage and coordinate with multiple stakeholders in a dynamic environment
• Adaptability and resilience to work under pressure and in changing operational conditions
• Analytical thinking to assess situations and make informed decisions
• Strong team collaboration skills to support seamless terminal operations
• Manage the huge customers (High demand of customer)