Director, Revenue Management and Reservations

**Title**: Director, Revenue Management and Reservations (Shared Services)

**Reports to**: EVP, Customer, Data & Analytics, Cabot Management Company

**Location**: Toronto, Ontario

**Job Type**: Full-time 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, Cabot Highlands in Scotland, and Cabot Bordeaux in France. 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 Executive Vice President, Customer, Data & Analytics, the Director, Revenue Management and 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.”

Establishing a centralized reservations function with modern servicing capabilities, a best-in-class reservations through pre-arrival guest experience, and a focus on revenue management is the primary mandate of this newly created role. The Director, Revenue Management & Reservations, will help to continuously improve reservations efforts, support group sales operations, define processes and implement sales performance practices across Cabot properties. This individual will provide focused expertise, guidance and direction to property on the topic of Revenue Management through effective and measurable revenue management strategies.

**The Profile**

Your service-oriented mindset and process-driven expertise will be ideal for this role. Your ability to motivate a team of location-agnostic travel advisors and group sales specialists with processes, sales performance metrics, training, and the use of systems to deliver great reservations experience through pre-arrival. Your superpower is being a coach to your team and ensuring your hospitality operations colleagues are prepared to deliver a great guest stay, every time.

**Core Responsibilities**

**Home Office**:

- Support the EVP, Customer, Data & Analytics to bring a focus and rigor to revenue management strategies across Cabot by partnering with property operations teams to implement initiatives and measure results, track sales performance and booking pace, ensuring the team is operating efficiently.
- Responsible for developing “The Cabot Way” standards for reservations which includes the consistent approach to booking, pre-arrival efforts, data entry, maintaining clean guest profiles, adhering to KPIs and best practices.
- Key contributor to strategic planning efforts focused on identifying new processes and/or technologies to support the reservations and group sales function, with support from IT and Property Operations teams.
- 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, group sales performance, guest data metrics, analysis of lead times and insights on optimal itinerary programs.

**On-Property**:

- Shared responsibility (with Director of Rooms) for the oversight of on-property reservations teams, group sales and performance metrics.
- Partner with On-Property GM, Director of Rooms, Director of Golf, Guest Experience Managers to support the smooth transition of a guest’s booking experience through pre-arrival planning window to ensure an unforgettable experience.
- Support the annual business planning efforts related to continuous improvement and efforts to deliver a best-in-class guest experience.
- Interpret business analytics into meaningful action to improve performance on a weekly & monthly basis for properties, support the property with performance storytelling.

**Key Relationships**

Internal

External
- Home Office team
- Cabot Properties
- Multiple Vendors
- Booking Influencers
- Guests

**Skills**:

- Proficiency in Revenue Management and Reservations platform software and MS Office tools (such as AWS Connect, Call Centre Software, Revinate, Opera PMS, MS Office, Teams, PowerPoint, Word, Excel).
- Adaptability, solution focus and positive resilience to succeed in a complex, evolving, and fast-paced environment.
- Resourcefulness and ability to esta