Business Support Manager – Terminal Operations & Cruise Guest Experience Excellence at arenaflex

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About arenaflex Cruise Line

Welcome to arenaflex Cruise Line, where we craft extraordinary maritime adventures that create lifelong memories for families and travelers around the globe. As a leading name in the cruise industry, we pride ourselves on delivering unparalleled guest experiences from the moment our passengers begin their journey with us. Our commitment to excellence extends to every touchpoint of the cruise experience, including the critical terminal operations that set the stage for magical voyages.

At arenaflex, we believe that the journey begins long before our ships set sail. Our Terminal Operations team plays a pivotal role in ensuring smooth embarkation and disembarkation processes, creating positive first and last impressions that our guests remember long after their vacation ends. We are currently seeking a talented and motivated Business Support Manager to join our dynamic Terminal Operations team at our Celebration, USA headquarters.

This is an exciting opportunity for a professional who thrives in a fast-paced, guest-centric environment and is passionate about operational excellence in the travel and cruise industry. If you are looking to build a rewarding career with a renowned global brand that values innovation, teamwork, and exceptional service, we invite you to explore this opportunity with arenaflex.

Position Overview

The Business Support Manager plays a crucial role in supporting the Administrator of Terminal Activities Business Support within the Terminal Operations division of arenaflex Cruise Line. This position is responsible for organizational coordination, communication management, quality assurance, and project leadership across all facets of Terminal Operations, third-party vendors, technology initiatives, and internal partners.

The primary objective of this role is to ensure the overall guest experience for their arenaflex Cruise Line journey from the moment they arrive at our port terminals. Additionally, this position may be responsible for supporting the delivery of a seamless guest experience at various home ports across the globe, in collaboration with ground handling service providers including terminal operations, hotel services, airport operations, and transportation logistics.

The arenaflex Cruise Line guest experience encompasses guest transfers, cruise registration at hotels and port terminals, online check-in processes, and logistical coordination. This role is expected to serve as a knowledgeable expert in all operational roles at Port Canaveral and the surrounding hub ports where arenaflex Cruise Line conducts embarkation operations.

Key Responsibilities

• Embarkation System Development: Participate in the development of embarkation systems, addressing issues, enhancements, and communication strategies for Terminal Operations and key 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 service enhancements.
• Project Leadership: Lead new processes and projects to ensure timely and accurate completion, managing timelines, resources, and stakeholder expectations effectively.
• Database Management: Maintain and update databases including Port Appearance Times, Daily Action Reports, and Quality Assurance Reviews, as well as compile report data for monthly summaries and on-demand requests.
• Team Development Support: Support the Terminal Support Director with onboarding processes, citizenship questions, and Cast Member development initiatives.
• Documentation Management: Support agenda planning documentation for citizenship requirements and ensure all compliance documentation is current and accurate.
• 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 resolve problems connected to projects, content, and metrics to improve project success rates and operational outcomes.
• Documentation Maintenance: Maintain Terminal Operations documentation including but not limited to operating guides, forms, and guest embarkation materials for accuracy and consistency.
• Meeting Coordination: Schedule, seat, and record departmental meetings, ensuring proper documentation and follow-up on action items.
• Communication Leadership: Lead communication with partner areas, both internal and external, regarding feedback, operational updates, or changes that impact terminal activities.
• On-Site Support: Attend and support Terminal Operations at Port Canaveral, South Florida, and Outport locations as needed.
• Launch Operations: Occasionally support the Outport team by assisting with terminal/location launch operations in various ports.
• 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 throughout the journey.
• Vendor Relations: Act as a contact between arenaflex Cruise Line and all third-party vendor operations, maintaining positive working relationships with vendors participating in daily port operations.
• Stakeholder Coordination: Maintain positive relationships with external partners including Customs and Border Protection Authorities, Port Authority, Local Law Enforcement, Stevedores/Longshoremen, Security, and all arenaflex Cruise Line teams.

Essential Qualifications & Capabilities

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

• Industry Knowledge: Knowledge of cruise products, the cruise industry, and terminal operations is essential for understanding the unique challenges and opportunities in this role.
• Relationship Management: 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 proficiency with the Microsoft 365 suite, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint. These tools are critical for daily communication, data analysis, and project management.
• Multi-Tasking Skills: Demonstrated ability to manage multiple priorities in a fast-paced, dynamic environment while maintaining attention to detail and quality.
• Guest Service Excellence: Demonstrated strong guest service skills with a genuine passion for creating exceptional guest experiences.
• Communication Skills: Demonstrated strong verbal and written communication skills, with the ability to effectively communicate with diverse audiences including internal teams, external vendors, and guests.
• Analytical Abilities: Demonstrated strong analytical, organizational, and problem-solving skills to address operational challenges and implement effective solutions.
• Industry Experience: Prior experience in the travel or tourism industry is highly valued, as it provides foundational knowledge of guest service expectations and operational dynamics.
• Flexibility: Ability to work flexible hours, including weekends and holidays, as cruise operations run around the clock.
• Travel Capability: Must possess a valid passport, as this position may require international travel to support operations at various global ports.
• Mobility: Ability to travel frequently to support terminal operation locations as needed.
• Physical Capabilities: Ability to lift 50 pounds, push baggage carts that may weigh over 500 pounds, and use equipment in a warehouse setting (bed stacking, bed jack). This role may involve physical presence at port terminals and operational areas.

Preferred Qualifications & Capabilities

Candidates with the following qualifications will be given preferential consideration:

• Industry Experience: More than three years of cruise line dock operations or comparable experience in a similar operational environment.
• arenaflex Knowledge: arenaflex Cruise Line Manager and Base knowledge, including policies, procedures, and operational methodologies specific to our organization.
• Technical Innovation: Experience with Microsoft PowerApps/Power Automate for process automation and workflow optimization.
• System Proficiency: Demonstrated knowledge of arenaflex Cruise Line systems, including DXP, Seaware, and Fidelio platforms.
• Immigration Expertise: Knowledge 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.

Education Requirements

Minimum: Bachelor's Degree in Business Administration, Hospitality Management, Tourism Management, or a related field is required for this position.

What We Offer

At arenaflex Cruise Line, we believe in rewarding our team members for their dedication and contributions to our success. As a valued member of our organization, you will enjoy:

• Competitive Compensation: A starting hourly rate of $26.00 per hour, with opportunities for growth and advancement based on performance and experience.
• Comprehensive Benefits: Full-time eligible team members receive a comprehensive benefits package including health insurance, dental coverage, vision care, and life insurance.
• Paid Time Off: Generous paid time off policies allowing you to maintain work-life balance.
• Professional Development: Access to training and development programs to enhance your skills and advance your career within the cruise industry.
• Travel Perks: Exclusive cruise vacation privileges and discounts for you and your family.
• Dynamic Work Environment: The opportunity to work in a vibrant, fast-paced environment with passionate professionals dedicated to creating magical guest experiences.
• Global Exposure: Frequent travel opportunities to various ports and locations around the world.

Career Growth Opportunities

Joining arenaflex Cruise Line as a Business Support Manager opens doors to extensive career advancement opportunities within the cruise industry. Our robust talent development programs support your professional growth through mentorship, cross-functional exposure, and leadership training.

As you excel in this role, you will have the opportunity to take on increased responsibilities, lead larger projects, and advance into senior management positions within Terminal Operations or other areas of our global organization. The skills and experience gained in this position—including vendor management, quality assurance, guest experience optimization, and cross-functional collaboration—are highly transferable and valuable across the broader travel and hospitality industry.

At arenaflex, we are committed to promoting from within whenever possible and providing our team members with clear pathways to achieve their career aspirations. Your journey with us could lead to roles such as Terminal Support Director, Operations Manager, or other senior leadership positions within our organization.

Work Environment & Culture

Our culture at arenaflex Cruise Line is built on the foundation of exceptional guest service, teamwork, and operational excellence. We call our employees "Cast Members" because every team member plays a role in creating the magical experiences our guests expect from the arenaflex brand.

The work environment is dynamic and collaborative, with opportunities to interact with professionals across various departments and disciplines. You will be part of a team that values innovation, continuous improvement, and the relentless pursuit of excellence in everything we do.

While this position is primarily based in Celebration, USA, you should expect regular travel to port locations including Port Canaveral, South Florida, and other domestic and international outports. This travel provides valuable on-the-ground experience and a comprehensive understanding of our operations across the globe.

Join Our Team

If you are passionate about the cruise industry, thrive in fast-paced operational environments, and are committed to delivering exceptional guest experiences, we invite you to apply for this exciting opportunity with arenaflex Cruise Line.

This is your chance to be part of a world-class team that sets the standard for excellence in the cruise industry. As a Business Support Manager, you will play a vital role in ensuring that every guest's journey begins smoothly and memorably, contributing to the lasting positive impressions that keep our guests returning to arenaflex again and again.

We are looking for dedicated professionals who share our commitment to service excellence and are eager to grow their careers with a global industry leader. Apply today and take the first step toward an exciting and rewarding career with arenaflex Cruise Line!

Employment Type: Full-Time

Work Hours: 8 Hours per Day

Location: Celebration, USA

Compensation: $26.00 per hour