Senior Sales Support and Services Manager – Vacation Club Operations at arenaflex

About arenaflex

Welcome to arenaflex, where imagination meets innovation, and magic becomes reality. As a global leader in entertainment and hospitality, arenaflex creates unforgettable experiences for millions of guests worldwide. Our Vacation Club division represents the pinnacle of luxury vacation ownership, offering exceptional getaways across stunning destinations. We are currently seeking a talented and passionate professional to join our dynamic team as a Senior Sales Support and Services Manager, where you will play a pivotal role in shaping the future of vacation experiences for our valued members.

At arenaflex, we believe that our greatest asset is our people. Our culture is built on creativity, collaboration, and an unwavering commitment to excellence. We foster an inclusive environment where diverse perspectives are celebrated, and every team member has the opportunity to grow, learn, and make a meaningful impact. If you are ready to be part of something extraordinary and want to lead a team that delivers world-class vacation experiences, we invite you to explore this exciting opportunity.

Position Overview

We are currently seeking an experienced and driven Senior Sales Support and Services Manager to lead our Vacation Club operations. In this critical leadership role, you will provide direction, mentorship, and guidance to our exceptional team of over 200 dedicated Cast Members within the Vacation Club division. You will oversee the work requirements and management of the Sales Association, ensuring operational excellence across multiple business locations. This position offers a unique opportunity to implement and coordinate our Vacation Club presence aboard cruise lines, at resort destinations, and during virtual event productions.

The ideal candidate will be a strategic thinker with exceptional interpersonal skills, a passion for delivering outstanding guest experiences, and the ability to thrive in a fast-paced, dynamic environment. You will serve as a key liaison between various departments, providing daily operational support to both Sales and Lead Generation teams while promoting growth and flexibility across all aspects of our operations.

Key Responsibilities

As a Senior Sales Support and Services Manager at arenaflex, you will be responsible for leading diverse operational areas across multiple business locations, including properties on-site, virtual environments, and aboard cruise ships. Your leadership will ensure that infrastructure and resources are effectively managed and optimized for maximum performance. This role requires a hands-on approach with the ability to balance strategic initiatives with day-to-day operational demands.

• Lead Operations Across Multiple Venues: Oversee operations across various business locations, including physical sites, virtual platforms, and cruise ship environments, ensuring seamless coordination and resource management.


• Team Mentorship and Development: Provide comprehensive guidance and mentorship to the Operations team, empowering them to achieve elevated levels of service excellence for both Cast Members and Guests.


• Performance Management: Effectively communicate team expectations, manage team performance, and evaluate individual contributions to drive continuous improvements in operational efficiency.


• Guest Experience Enhancement: Focus on improving the overall guest experience while optimizing resource utilization, with particular emphasis on the sales process, client engagement, and conversion strategies.


• Strategic Project Implementation: Implement key strategic projects while fostering a positive approach to change management among Cast Members in a dynamic, high-paced workplace with evolving priorities.


• Cross-Departmental Collaboration: Collaborate with leaders from non-operational departments to provide valuable insights and guidance to the Sales and Lead Generation teams within the Business Operations division.


• Vacation Club Cruise Presence: Manage and coordinate Vacation Club presence aboard cruise lines, including transportation logistics, guest communications, and integration with cruise line operations.


• Virtual Event Production: Supervise virtual event productions, ensuring seamless communication and integration of virtual sales activities while optimizing technology use for training and development purposes.


• Resort Operations Alignment: Collaborate with operations teams at resort destinations to align sales strategies, infrastructure requirements, and guest experience improvements.


• Infrastructure Management: Ensure that essential infrastructure, both physical and technological, is in place to support sales operations across various locations.


• Sales Material Development: Work with production teams to create effective sales materials that support sales efforts and enhance the guest experience.

Essential Qualifications

To succeed in this role, you must possess a unique blend of leadership skills, operational expertise, and a genuine passion for guest satisfaction. We are looking for candidates who demonstrate the following essential qualifications:

• Experience: A minimum of 2+ years of experience supporting outreach team operations in a fast-paced environment.


• Sales Process Knowledge: Comprehensive understanding of the sales process, including client engagement and conversion strategy development.


• Operational Resource Management: Understanding of labor and scheduling functionality crucial for managing operational resources effectively.


• Talent Development: Ability to identify, support, and invest in talent within your team to promote engagement, collaboration, and overall job satisfaction.


• Leadership Capabilities: Capacity to lead and direct team performance while driving operational improvements and achieving business objectives.


• Commitment to Diversity: Dedication to diversity and fostering an inclusive workplace environment where all team members can thrive.


• Strategic Collaboration: Ability to collaborate with partners and provide solutions that align with strategic goals and support decision-making processes.


• Project Management: Proficiency in prioritizing and managing multiple projects and deadlines in a dynamic and ever-evolving environment.


• Presentation Skills: Capability in delivering presentations before executive leadership and stakeholder groups.


• Technical Proficiency: Advanced capability in utilizing various computer programs, including video conferencing tools like Zoom and Microsoft Teams, as well as Microsoft Office applications including Excel, Word, and PowerPoint.


• Travel Flexibility: Willingness to travel and work aboard cruise ships as required by the role.


• Schedule Adaptability: Ability to be flexible with work schedule, including evenings, weekends, and holidays as needed to meet business demands.

Preferred Qualifications

While the following qualifications are not required, they would significantly enhance your candidacy and effectiveness in this role:

• Guest Experience Leadership: 2+ years of experience as a Guest Experience Director or similar leadership role in hospitality or entertainment.


• Industry Knowledge: In-depth knowledge of resort policies and procedures, particularly in the luxury hospitality sector.


• Workforce Management: Experience in workforce management, including scheduling, forecasting, and labor optimization.


• Continuous Improvement: Experience with continuous improvement processes and methodologies to drive operational excellence.


• Vendor Management: Proven track record of effectively managing vendor relationships and external partnerships.


• Technical Systems: Proficiency in using telecommunications systems like Avaya and customer relationship management (CRM) programs.


• Virtual Event Technology: Experience with IT systems to plan and execute virtual show sessions and digital events.

Skills and Competencies

Success in this role requires a diverse set of skills and competencies that enable you to lead effectively, communicate clearly, and drive results. The ideal candidate will demonstrate:

• Strong analytical abilities with the capacity to interpret data and make informed decisions


• Excellent verbal and written communication skills with the ability to influence stakeholders at all levels


• Exceptional organizational and time management skills with the ability to juggle multiple priorities


• Strategic mindset with the ability to translate vision into actionable plans


• Strong problem-solving skills and the ability to navigate complex challenges


• Customer-focused approach with a passion for delivering exceptional experiences


• Adaptability and resilience in a constantly changing environment


• Strong team-building and coaching abilities


• Financial acumen with understanding of budget management and resource allocation

Career Growth and Development

At arenaflex, we are deeply committed to the professional development and career growth of our team members. As a Senior Sales Support and Services Manager, you will have access to a wide range of growth opportunities that will help you advance in your career. We invest heavily in training and development programs that equip our leaders with the skills and knowledge needed to succeed.

You will have the opportunity to work alongside industry experts and seasoned professionals, gaining invaluable experience in vacation club operations, hospitality management, and sales leadership. Our robust mentorship program pairs high-potential employees with senior leaders who provide guidance, feedback, and support throughout their career journey.

Additionally, arenaflex offers tuition reimbursement programs, professional certification support, and internal mobility programs that allow you to explore different roles and departments within the organization. Whether you aspire to advance into higher leadership positions, specialize in a particular area of operations, or transition into a different facet of our business, we provide the resources and pathways to help you achieve your goals.

Work Environment and Culture

Join a team where creativity, innovation, and excellence are celebrated every day. At arenaflex, we take pride in our distinctive culture that blends professionalism with warmth and hospitality. Our workplaces are dynamic, collaborative environments where every voice matters and ideas are welcomed.

We believe in work-life balance and offer flexible scheduling options to support your well-being. Our team members enjoy access to exclusive benefits, including discounts on arenaflex experiences, travel perks, and entertainment offerings. The diversity of our workforce is one of our greatest strengths, and we are committed to maintaining an inclusive environment where everyone feels valued, respected, and empowered to bring their authentic selves to work.

You will have the chance to work in various settings, from our beautiful resort properties to state-of-the-art virtual environments and exciting cruise ship operations. This diversity of experience makes every day unique and provides endless opportunities for learning and growth.

Compensation and Benefits

We recognize that our team members are our most valuable asset, and we are committed to providing competitive compensation and comprehensive benefits. The salary for this position is $25 per hour, reflecting our commitment to fair and equitable pay practices. In addition to competitive wages, arenaflex offers an extensive benefits package that includes:

• Health, dental, and vision insurance coverage


• 401(k) retirement plan with company match


• Paid time off including vacation, personal days, and holidays


• Employee assistance program


• Professional development and training opportunities


• Employee discounts on travel, entertainment, and merchandise


• Wellness programs and resources


• Career advancement opportunities within the organization

Conclusion

Are you ready to take the next step in your career and make a meaningful impact at one of the world's most beloved entertainment companies? We are looking for a passionate, results-driven leader who shares our commitment to excellence and creating magical experiences for our guests.

This is an extraordinary opportunity to join the arenaflex family and lead a talented team in delivering exceptional vacation ownership experiences. If you have the qualifications, skills, and passion to excel in this role, we encourage you to apply today. Together, we will continue to create lasting memories and extraordinary experiences for guests around the world.

At arenaflex, the adventure awaits. Apply now and become part of a team that brings joy, wonder, and unforgettable moments to millions of people every year.