Manager, Guest Insights

1 week ago

Toronto, Ontario, Canada Cabot Link at Inverness Limited Partnership Full time

Title:
Manager, Guest Insights and Analytics (Shared Services)

Reports to:
(SVP) Head of Guest Services, Cabot Management Company

Location:
Toronto, Ontario

Permanent

About Cabot
Cabot is a luxury developer of incomparable golf destinations.

Its portfolio includes the award-winning Cabot Cape Breton in Nova Scotia, Cabot Saint Lucia in the Caribbean, Cabot Revelstoke in British Columbia, Cabot Citrus Farms in Florida, and Cabot Highlands in Scotland.

Cabot continues to build upon a legacy of excellence in golf, luxury residential offerings and boutique resort lifestyle across each unique property where owners and guests have exclusive access to destination specific experiences and an unparalleled quality of service.


Position Overview


Reporting to Cabot's Head of Guest Services, the Manager, Guest Insights and Analytics is an important member of the Cabot Home Office and Property Operations teams working to deliver a best-in-class guest experience to deliver on Cabot's mission, "
_To create magical places where remarkable memories are made_.

"


This newly created role at Cabot provides a great opportunity for the right individual to help establish our guest data entry standards and organization methods which will become an important source of intelligence and strategic growth for Cabot.

Through the curation of guest focused insights and analytics, and storytelling findings from data, Cabot team members will make fact-based decisions and drive action based on insights.

Guest insights and analytics will become a key pillar in how Cabot delivers an unforgettable guest experience.


The Manager, Guest Insights & Analytics will help to build, launch, and oversee continuous improvement of the guest insights and analytics function across all Cabot properties.

With Cabot's growth and expansion, this role presents an exceptional opportunity for an individual who is passionate about guest experience, data and storytelling.


The Profile
Your curious personality and analytical mindset combined with creative visualization and storytelling is a must.

Combine this with self-starter initiative and a hunger for a process-driven approach, and this is an ideal role for you.

Your ability to make insights and data easy to understand, your passion for identifying guest trends (value, booking behaviour, demographics), and your real superpower of inspiring action based on insight will make you a highly valued partner to your Cabot colleagues.


Core Responsibilities

Home Office:

  • Working with senior leaders onproperty, responsible for documenting "The Cabot Way" standards for data entry in the areas of reservations, front desk, and golf services teams. Success measured through a data dashboard.
  • Support the Head of Guest Services to bring a guest insightsdriven focus and rigor to drive decision making strategies for Cabot.
  • Responsible for build, oversight and ongoing hygiene (including data entry standards) of the Cabot Guest database, used for Insights and Analytics, Profiling and targeted marketing including GDPR and CASL compliance.
  • Key contributor to annual business planning efforts focused on reviewing competitive information and strategies, monitor competitive rates and positioning.
  • Partner with Digital/CRM and Marketing teams to educate on the ideal guest profile, demographics and lead time to influence the annual marketing calendar, marketing tactics, and merchandising strategies to drive revenue and improve the onproperty guest experience.

On-Property:

  • Support and collaborate with Cabot's onproperty leaders in reviewing and educating property teams on guest trends and behaviour analyses with the intent to improve the onproperty guest experience and programming, drive revenue metrics and better under guest demographic profiling.
  • Support the annual business planning efforts related to continuous improvement and efforts to deliver a bestinclass guest experience.
  • Interpret property specific insights and analytics into meaningful action to improve overall revenue performance.

Key Relationships

Internal

External

  • Home Office team
  • Cabot Properties
  • Multiple Vendors
  • Data Analytics Consultants

Skills:

  • Proficiency in using CRM, data analytics tools and software (such as Hubspot, Salesforce, Tableau, Oracle, AWS/google analytics, PowerBI dashboards, MS Office, Powerpoint, Excel, Word).
  • Must be able to condense complex data into meaningful strategy.
  • Excellent communication and presentation skills, with the ability to articulate and visually display data/strategies to various audiences.
  • Must be able to present contrarian viewpoint and gain consensus through business analytics.
  • Resultsoriented mindset with a focus on driving revenue growth and achieving targets.
  • Adaptability, solution focus and positive resilience to succeed in a fastmoving environment.
  • Strong time management skills and capacity to handle multiple tasks sim

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