Experienced Business Support Manager for Cruise Line Operations – Terminal Activities and Customer Experience Enhancement

Introduction to blithequark At blithequark, we are passionate about delivering exceptional customer experiences across all our operations. As a leader in the cruise line industry, we strive for excellence in every aspect of our business, from the embarkation process to the overall voyage experience. Our commitment to quality, safety, and customer satisfaction has earned us a reputation as one of the most trusted and beloved cruise lines globally. We are now seeking an experienced Business Support Manager to join our Terminal Activities team, focusing on enhancing the customer experience and ensuring seamless operations at our ports of call. Job Overview This role is pivotal in upholding the administration, communication, quality assurance, and project management of all aspects of Terminal Activities, third-party vendors, technology, and internal partners to guarantee an exceptional customer experience for our cruise line guests. The successful candidate will be responsible for supporting the delivery of a smooth and consistent customer experience at various home ports across the globe, in collaboration with ground service providers, including terminal, hotel, airport operations, and transportation. The ideal candidate will be a subject matter expert in all operational roles at our primary port of operation and other embarkation ports where blithequark conducts cruise line activities. Key Responsibilities Participate in the embarkation system improvement, issues, enhancements, and communication strategy for Terminal Activities and core partners. Drive continuous improvement of working processes to enhance blithequark cruise line services both internally and externally. Lead new processes and projects to ensure optimal and accurate completion. Maintain and update databases, such as Port Arrival Times, Daily Activity Reports, and Quality Assurance Reviews, as well as report data for monthly summaries and on-demand requests. Support the Terminal Support Manager with the moderation process and citizenship queries and Cast Member development. Assist in agenda planning documentation for citizenship requirements. Play a critical role in creating content as well as training and adapting audiences regarding business integration program development and execution plans for the overall blithequark cruise line operation. Identify issues and resolve problems related to programs, content, and measurement to improve project success. Maintain Terminal Activities documentation, including but not limited to operating guides, forms, and customer embarkation insurance for accuracy and consistency. Schedule, Seat, and Record office meetings. Lead communication with partner areas, both internal and external, with any feedback as well as any operational updates or changes. Attend and support Terminal Activities in primary ports of operation and outports. Occasionally, support the Outport team by assisting with terminal/area launch operations. Conduct Quality Assurance Reviews and schedule Reviews for terminal activities. Collaborate with all other departments within blithequark to ensure a seamless customer experience. Act as a contact between blithequark and all third-party vendor operations. Maintain a positive working relationship with third-party vendors participating in daily port operations. Essential Qualifications To be successful in this role, you will need: A Bachelor's Degree in a relevant field. Knowledge of cruise products, the cruise industry, and terminal operations. Understanding of internal and external connections and responsibilities as they relate to a cruise terminal wharf operation. Proficiency in the Microsoft 365 suite, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint. Demonstrated ability to handle multiple priorities in a fast-paced environment. Strong customer service skills. Excellent verbal and written communication skills. Strong analytical, organizational, and problem-solving skills. Travel industry experience. Ability to work flexible hours, including weekends and holidays. A valid passport, as this position may require international travel. Ability to travel frequently to support terminal operation areas. Ability to lift 50 pounds, push luggage carts that may weigh over 500 pounds, and operate equipment in a warehouse setting. Preferred Qualifications While not essential, the following qualifications are desirable: Over three years of cruise line terminal operations or similar experience. Knowledge of blithequark systems, including DXP, Seaware, and Fidelio. Microsoft PowerApps/Power Automate experience. Understanding of immigration policy regarding locations blithequark sails from, including but not limited to the US, Schengen region, Canada, Australia, and New Zealand. Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Business Support Manager, you will have access to a range of training and development opportunities, including: Comprehensive onboarding program to ensure a smooth transition into your new role. Ongoing training and development opportunities to enhance your skills and knowledge. Opportunities for career advancement and professional growth within the company. Access to a range of employee benefits, including health insurance, retirement planning, and paid time off. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive work environment. Our company culture is built on a foundation of respect, integrity, and a commitment to excellence. As an employee, you can expect: A dynamic and supportive work environment that encourages collaboration and teamwork. A culture that values diversity, equity, and inclusion. Opportunities to make a real difference in the lives of our customers and the communities we serve. A range of employee recognition and reward programs to acknowledge and celebrate your achievements. Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including: A hourly rate of $26. Comprehensive health insurance, including medical, dental, and vision coverage. Retirement planning options, including a 401(k) matching program. Paid time off, including vacation days, sick leave, and holidays. Access to a range of employee discounts and perks, including discounts on cruise line products and services. Conclusion If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Business Support Manager at blithequark, you will play a critical role in enhancing the customer experience and ensuring the success of our cruise line operations. Don't miss out on this opportunity to join a dynamic and supportive team and take your career to the next level. Apply now to become a part of the blithequark team and start your journey to a rewarding and challenging career. Apply for this job