Business Support Manager – Cruise Terminal Operations & Guest Experience Excellence

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About arenaflex

Welcome to arenaflex, where we believe that every journey should be extraordinary. As a leader in the cruise industry, arenaflex is dedicated to creating magical experiences for guests from the moment they step foot in our terminals until they return home with memories that last a lifetime. Our commitment to excellence, innovation, and guest satisfaction has made us a trusted name in maritime travel worldwide.

At arenaflex, we understand that the embarkation process sets the tone for the entire cruise experience. That's why we're looking for a talented Business Support Manager to join our Terminal Operations team and help us deliver seamless, memorable experiences for our guests at ports across the globe. If you're passionate about operational excellence, guest service, and working in a dynamic, fast-paced environment, we invite you to explore this exciting opportunity.

Position Overview

We are currently seeking a dedicated and experienced Business Support Manager to oversee administrative, terminal activities business support within the Terminal Operations division of arenaflex Cruise Line. This critical role supports the organization, communication, quality assurance, and project management of all Terminal Operations areas, third-party vendors, technology, and internal partners to ensure an exceptional Guest experience throughout their arenaflex cruise journey.

The ideal candidate will serve as a knowledgeable expert in all operational roles at our primary port locations and will be responsible for supporting the delivery of a smooth and seamless Guest experience at various home ports across the globe in collaboration with multiple ground service providers, including terminal, hotel, airport operations, and transportation services.

Key Responsibilities

As a Business Support Manager at arenaflex, you will play a pivotal role in ensuring operational excellence and guest satisfaction. Your responsibilities will include:

• Embarkation System Development: Participate in the embarkation system development, issues, enhancements, and communication strategy for Terminal Operations and core partners.


• Process Improvement: Drive continuous improvement of operational processes to enhance arenaflex Cruise Line services both internally and externally, identifying opportunities for efficiency gains and guest experience enhancements.


• Project Leadership: Lead new processes and projects to ensure optimal and accurate completion within established timelines and budget constraints.


• Database Management: Maintain and update databases, including Port Appearance Times, Daily Action Reports, and Quality Assurance Reviews, as well as report data for monthly summaries and on-demand requests.


• Team Development: Support the Terminal Support Manager with onboarding processes and Cast Member development initiatives.


• Documentation: Support agenda planning documentation for citizenship requirements and ensure compliance with all regulatory requirements.


• Content Development: Play a critical role in developing content as well as educating and aligning audiences regarding business integration program development and execution plans for overall arenaflex Cruise Line operations.


• Issue Resolution: Identify issues and solve problems connected to projects, content, and measurement to improve project success rates.


• Operational Documentation: Maintain Terminal Operations documentation, including but not limited to operating guides, forms, and Guest embarkation insurance for accuracy and consistency.


• Meeting Coordination: Schedule, seat, and record departmental meetings, ensuring clear documentation and follow-up on action items.


• Stakeholder Communication: Lead communication with partner areas, both internal and external, with feedback and any operational updates or changes.


• Port Support: Attend and support Terminal Operations at Port Canaveral, South Florida, and Outport locations as required.


• Outport Assistance: Occasionally support the Outport group by assisting with terminal/area launch operations.


• Quality Assurance: Lead Quality Assurance Reviews and schedule reviews for terminal operations to ensure compliance with arenaflex standards.


• Cross-Functional Collaboration: Partner with all other divisions within arenaflex Cruise Line to ensure a seamless Guest experience at every touchpoint.


• Vendor Relations: Act as a contact between arenaflex Cruise Line and all third-party vendor operations, maintaining positive working relationships with all parties participating in daily port operations.

Essential Qualifications

To succeed in this role, candidates must possess the following qualifications:

• Industry Knowledge: Strong knowledge of cruise products, the cruise industry, and terminal operations is essential. Understanding the intricacies of maritime travel and guest expectations is crucial for success in this role.


• Operational Understanding: Knowledge of internal and external relationships and responsibilities as they relate to a cruise terminal dock operation, including but not limited to Dock registration procedures, Embarkation procedures, and Guest transportation logistics.


• Technical Proficiency: Demonstrated strong knowledge of Microsoft 365 suite, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint. Advanced proficiency in these tools is necessary for effective communication, data management, and project coordination.


• Multi-tasking Abilities: Demonstrated ability to handle multiple priorities in a fast-paced, dynamic environment while maintaining attention to detail and meeting deadlines.


• Guest Service Skills: Strong guest service skills with a genuine passion for creating exceptional guest experiences. Understanding of guest expectations and ability to anticipate needs.


• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate with diverse audiences including internal teams, external partners, and guests.


• Analytical Abilities: Strong analytical, organizational, and problem-solving skills to address complex operational challenges and develop effective solutions.


• Industry Experience: Previous experience in the tourism or hospitality industry is required. Understanding of guest service principles and expectations.


• Flexibility: Ability to work flexible hours, including weekends and holidays, as the role requires availability to support operations during peak travel times.


• Travel Capability: Must possess a valid passport, as this position may require international travel to support operations at various global locations.


• Physical Capability: Ability to lift 50 pounds, push luggage carts that may weigh over 500 pounds, and use equipment in a warehouse setting (bed stacking, bed jack). Physical stamina is required to support port operations effectively.

Preferred Qualifications

While not required, the following qualifications will give you a competitive edge:

• Over three years of cruise line dock operations or comparable experience in a similar high-volume operational environment.


• In-depth knowledge of arenaflex Cruise Line Manager and Base information, policies, and procedures.


• Proficiency in Microsoft PowerApps/Power Automate for process automation and efficiency improvements.


• Demonstrated knowledge of arenaflex Cruise Line systems, including DXP, Seaware, and Fidelio.


• Understanding of immigration policies regarding areas where arenaflex Cruise Line sails, including but not limited to the United States, Schengen region, Canada, Australia, and New Zealand.

Skills and Competencies

Beyond formal qualifications, we are looking for candidates who demonstrate the following competencies:

• Leadership: Ability to lead and inspire teams, drive change, and manage multiple projects simultaneously while maintaining high standards of quality.


• Adaptability: Thrives in a dynamic environment and can quickly adapt to changing priorities and operational needs.


• Problem-Solving: Proactive approach to identifying challenges and developing innovative solutions.


• Relationship Building: Strong interpersonal skills with the ability to build and maintain positive relationships with internal and external stakeholders.


• Attention to Detail: Meticulous approach to documentation, compliance, and quality assurance.


• Cultural Awareness: Understanding of international operations and the ability to work effectively across different cultures and time zones.

Career Growth and Development

At arenaflex, we are committed to the professional development of our team members. As a Business Support Manager, you will have access to:

• Comprehensive training programs designed to enhance your industry knowledge and operational expertise.


• Exposure to multiple aspects of cruise terminal operations, providing a well-rounded understanding of the maritime travel industry.


• Networking opportunities with professionals across various departments and global locations.


• Potential career advancement paths within arenaflex Cruise Line's Operations division.


• Continuous learning opportunities through our internal development programs and external training resources.

Work Environment and Culture

Join a team that values collaboration, innovation, and excellence. At arenaflex, you'll work in an environment that celebrates diversity and fosters inclusion. Our culture is built on the foundation of creating magical experiences for our guests, and we apply the same principle to our team members.

The role offers a unique blend of office-based and on-site operational work, providing variety in your daily activities. You'll have the opportunity to work at our beautiful port locations, interact with diverse teams, and witness firsthand the impact of your contributions on guest experiences. Our supportive management team is committed to providing the resources and guidance you need to succeed.

Compensation and Benefits

We recognize and reward the contributions of our team members. The Business Support Manager position offers:

• Competitive hourly rate of $26.00 per hour


• Full-time employment with consistent scheduling


• Comprehensive health and wellness benefits package


• Employee assistance program for personal and professional support


• Discounts on arenaflex cruise vacations and exclusive travel perks


• Retirement savings plan with company matching


• Paid time off and holiday pay


• Uniform allowance for port-based operations


• Access to employee recreational facilities and events

How to Apply

If you're ready to take the next step in your career and join a team that's passionate about creating extraordinary experiences, we encourage you to apply for this exciting opportunity. At arenaflex, we believe that great talent deserves great opportunities, and we're looking for individuals who share our commitment to excellence.

To apply, please visit our careers page and submit your application today. We review applications on a rolling basis and encourage early submission. Join us and be part of something extraordinary!

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.