Guest & Employee Experience Specialist

Title: Guest & Employee Experience Specialist, Cabot

Reports to: Chief Experience Officer, Cabot

Location: Toronto, ON

About Cabot:
Cabot is the developer and operator of a diverse collection of residential, resort, golf and master-planned communities. The portfolio includes renowned Cabot Cape Breton in Nova Scotia, with two acclaimed World Top 100 courses (Cabot Cliffs #10 and Cabot Links #39) and 72 rooms of award-winning accommodation. It also includes the much-anticipated Cabot Saint Lucia in the Caribbean, Cabot Revelstoke in British Columbia, Cabot Citrus Farms in Florida, and the most recently added Cabot Highlands in Scotland (Castle Stuart Golf Links ranks #72 in the World Top 100 courses).

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.

**Your Role**:
The Guest and Employee Experience Specialist is a key member of the team supporting Cabot’s guest and employee experience to deliver on the brand’s mission to **_“Create Magical Places Where Remarkable Memories are Made_**”.

Joining a new and growing team, this role will support the Chief Experience Officer, as well as the Talent & Culture / Guest Experience team by completing tasks and projects as assigned and contributing to the team with fresh and innovative ideas. The Guest & Employee Experience Specialist will be a trusted teammate that always maintains confidentiality and exemplifies Cabot’s values of confidence, authenticity, humility and warmth.

**Key Responsibilities**:** General**
- Act as a client facing point contact on Guest and Employee issues delivering exceptional service, support and follows up to ensure satisfaction
- Draft and distribute key communications and presentations, including PowerPoint
- Administer standard programs, processes, and technology systems
- Administer team project plans and budgets
- Organize meetings and events including workshops, conferences, and company celebrations including travel arrangements for team members
- Administer manage global total rewards standards and program
- Develop and coordinate reporting on team KPIs for regular assessment of guest and employee engagement metrics

**Talent & Culture**
- Support recruitment at Cabot Home Office with CV screening and interview scheduling
- Conduct onboarding and orientation at Cabot Home Office
- Coordinate employee engagement and recognition programs
- Administer HR benefit systems
- Support the design and implementation of Talent & Culture programs created in the future

**Guest Experience**:

- Conduct research / benchmark guest experiences in hospitality and beyond
- Support the execution of guest experience programs as advised
- Anticipate and exceed Cabot’s Home Office team member needs and ensure a remarkable experience
- Correspond with guests and resolve any concerns and issues brought to home office’s attention

**Experience & Qualifications**:

- Experience in an internal and external customer facing role
- Minimum 2 years of related HR experience with a workforce that is similar to hospitality
- Familiarity with many common human resource processes and practices
- Experience using many technologies including MS Office, Human Resources Information Systems, PowerPoint, Excel, and cloud-based software platforms
- Budget and project management experience is an asset

**Skills & Abilities**:

- Exceptional interpersonal, relationship-building skills and communication skills
- Ability to manage stress and conflicting priorities while maintaining warmth and service
- Innovative thinker able to execute on ideas
- Ability to work in an agile entrepreneurial environment
- Demonstrates maturity, judgement required to maintains trust and credibility
- Proven resilience to work in a fast-paced growing company
- High accountability and work ethic and with ability to work independently while knowing when escalate, seek advice, and keep stakeholders informed as needed