Experienced Business Support Manager – Terminal Activities and Customer Experience

Join arenaflex, a leading entertainment and media company, in a dynamic role that combines business acumen, customer service, and operational expertise. As an Experienced Business Support Manager, you will play a critical part in ensuring a seamless and exceptional customer experience for arenaflex's Disney Voyage Line guests.

About arenaflex

arenaflex is a global entertainment and media company that creates and delivers unique and memorable experiences for its guests. With a rich history of innovation and creativity, arenaflex has become a leader in the entertainment industry, with a diverse portfolio of brands and businesses that cater to a wide range of audiences. As a key member of the arenaflex team, you will have the opportunity to work with a talented and dedicated group of professionals who share a passion for delivering exceptional customer experiences.

Job Summary

We are seeking an Experienced Business Support Manager to join our Terminal Activities team, responsible for ensuring the smooth and efficient operation of our Disney Voyage Line's embarkation and disembarkation processes. As a key member of our team, you will be responsible for managing the day-to-day activities of our terminal operations, including coordinating with external partners, managing data and reports, and driving process improvements to enhance the overall customer experience.

Key Responsibilities

* Participate in the development and implementation of embarkation framework improvements, issues, upgrades, and communication strategies for Terminal Activities and core partners.

• Drive continuous improvement of operational processes to enhance Disney Voyage Line services both internally and externally.
• Develop and implement new processes and projects to ensure an optimal and precise completion of tasks.
• Maintain and update databases, such as Port Appearance Times, Daily Action Reports, and Quality Assurance Reviews, as well as report data for monthly summaries and on-demand requests.
• Support the Terminal Operations Manager with the Moderate process and citizenship questions and Cast Member development.
• Support agenda planning documentation for citizenship requirements.
• Assume a key role in creating content, teaching, and adjusting crowds regarding business mix program development and execution plans for the overall Disney Voyage Line activity.
• Identify and resolve issues related to projects, content, and estimation to enhance project success.
• Maintain Terminal Activities documentation, including but not limited to working guides, forms, and Visitor embarkation insurance for accuracy and consistency.
• Schedule, Seat, and Record office meetings.
• Lead communication with partner regions, both internal and external, with any feedback as well as any operational updates or changes.
• Attend and support Terminal Activities in Port Canaveral, South Florida, and Outports.
• Occasionally support the Outport team by assisting with terminal/area launch tasks.
• Lead Quality Assurance Reviews and schedule Reviews for terminal activities.
• Collaborate with other divisions within Disney Voyage Line to ensure a consistent Visitor experience.
• Act as a liaison between Disney Voyage Line and all external vendor tasks.
• Maintain a positive working relationship with external vendors participating in the daily port activity, including but not limited to Custom and Border Protection Authorities, Port Power, Local Policing, Stevedores/Watchmen, Security, and all Disney Voyage Line teams.

Essential Capabilities

* Knowledge of voyage products, the cruise industry, and terminal activities

• Knowledge of internal and external connections and obligations as they relate to a cruise terminal wharf activity, including but not limited to the following: Dock registration methods, Embarkation techniques, and Visitor transportation
• Demonstrated solid knowledge of Microsoft 365 suite, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint
• Ability to manage multiple priorities in a fast-paced environment
• Shown solid Visitor service skills
• Shown solid verbal and written communication skills
• Demonstrated solid logical, analytical, and critical thinking skills
• Travel industry experience
• Ability to work flexible hours, including weekends and holidays
• Should have a valid passport, as this position may require international travel
• Ability to travel frequently to support terminal activity areas
• Ability to lift 50 pounds, push street cases that may weigh over 500 pounds, and use equipment in a warehouse setting (crate stacking, crate jack)

Preferred Capabilities

* Have over three years of cruise line dock activities or similar experience

• Disney Voyage Line Manager and Base knowledge, strategy, methods
• Microsoft PowerApps/Power Automate
• Shown knowledge of Disney Voyage Line systems, including DXP, Seaware, and Fidelio
• Knowledge of migration strategy in regards to areas Disney Voyage Line sails from, including but not limited to the US, Schengen region, Canada, Australia, and New Zealand

What We Offer

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and onboarding program
• Access to cutting-edge technology and tools
• Flexible work arrangements and work-life balance

How to Apply

If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job