Director, Cabot Reservations

Title: Director, Cabot Reservations (Shared Services)
Reports to: (SVP) Head of Guest Servies, 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 Director Cabot Reservations is a key 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_.”

Establishing a centralized reservations function that both modernizes our servicing capabilities and delivers a best-in-class reservations experience for our guests is a key strategic imperative for Cabot. Building a team of high-calibre, service-oriented travel advisors who will be responsible for engaging with Cabot’s guests to deliver an unforgettable stay is the primary mandate of this newly created role.

The Director Cabot Reservations will help to build, launch, and oversee continuous improvement of technology, process, and performance of the team responsible for reservations, servicing upcoming stays and revenue management. With the growth of Cabot’s on and off property teams, this role presents an exceptional opportunity for an individual who is passionate about guest experience and hospitality operations.

The Director Cabot Reservations will provide focused expertise, guidance and direction to the property’s on the topic of Revenue Management through effective and measurable revenue management strategies. The priority will be room revenue, with a growing focus on total revenue management including Golf, Food & Beverage and Golf Services.

**The Profile**

Your service-oriented mindset and process-driven expertise will be ideal for this role. Combined with your ability to motivate a team of location-agnostic travel advisors with processes, training, and technology to deliver a great reservations experience. Your superpower coaching your team in anticipatory service and setting up your hospitality operations colleagues to deliver a great stay.

You are passionate about identifying trends in guest profiles and booking data (lead times, demographics, etc.) to develop optimal stay and play itineraries that drive room, golf, and ancillary revenue targets. You know how your team’s efforts impact the rest of the property operation, and you strive to get this right for Cabot and share best practices across all properties. The Director Cabot Reservations is a trusted teammate that always maintains confidentiality and exemplifies Cabot’s values of _confidence, authenticity, humility, and warmth_.

**Core Responsibilities**

**Home Office**:

- Responsible for developing “The Cabot Way” standards for reservations which includes the consistent approach to booking, data entry, maintaining clean guest profiles, adhering to KPIs against best practices.
- Support the Head of Guest Services to bring a focus and rigor to revenue management strategies for Cabot.
- Key contributor to strategic planning efforts focused on identifying new processes and/or technologies to support the reservations function, with support from IT and Property Operations teams. This includes responsibility for illustrating continuous improvement in Cabot centralized reservations.
- Partner with Digital/CRM and Marketing teams to develop best-in-class marketing tactics, marketing calendar and merchandising strategies (web featured package display, on-line upsell descriptions, targeted marketing to Cabot database) to drive reservations, improve the guest experience on-property and deliver unforgettable guest itineraries, for each Cabot property.
- Responsible for training, developing scripts, role playing and measuring performance of location-agnostic travel advisors.
- Responsible for leading efforts related to reporting and analytics against KPIs in the reservations function, including: contact centre metrics, guest data metrics, analysis of lead times and insights on optimal itinerary programs.
- Lead optimal pricing strategy and analysis and recommendations - engage 3rd party expertise when appropriate.
- Driver of total revenue management business analytics and opportunities (rooms, F&B, spa, catering, etc). Partner with operations to implement new initiatives and measure results.

**On-Property**:

- Shared responsibility (with Director of Rooms) for the oversight of on-property reservations