Reservations Agent
Cabot Citrus Farms
On-site
Brooksville, Florida, United States
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's 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.
Cabot Citrus Farms
Cabot’s first U.S. destination, Cabot Citrus Farms, is situated on 1,200 acres of rolling land and will include Cabot’s signature combination of world-class golf, luxury accommodations, and real estate opportunities. Opening in 2023, Cabot Citrus Farms will feature two revitalized 18-hole courses, a par-3 course, a new clubhouse, and extensive practice facilities. The property is a short 50-minute drive from Tampa and an 80-minute drive from Orlando. While close to urban amenities, the property sits in the central-
west region of Florida aptly known as the Nature Coast. Visitors will delight in one-of-a-kind experiences including exceptional hiking, biking, and nature trails at neighboring Withlacoochee State Forest, spring-fed rivers and bountiful lakes at Crystal River, and world-class fishing in the Gulf of Mexico.
Position Overview
As a Reservationist you are a key member of the Cabot Citrus Farms team and will be instrumental in building on Cabot’s legacy of world-leading golf destinations. Your knowledge of reservation systems and processes – combined with your attentiveness, efficiency, and commitment – will ensure that Cabot Citrus Farms remains a safe, enjoyable workplace for our team members and a travel destination for our partners, and guests. You will maintain a daily presence on-site and build strong relationships with team members, community stakeholders, guests, and prospective real estate buyers. You embody Cabot’s values and positively represent the Cabot brand, helping to set team expectations for the resort’s high standard and acting as an ambassador and role model of exceptional service.
Responsibilities
- Serve as an ambassador for the property, handling incoming inquiries, answering questions, booking tee times, overnight accommodations, and activities
- Manage itinerary planning, including coordinating all aspects of the guest journey
- Field general inquiries and direct calls to the appropriate department
- Organizing and cataloging CRM data, including guest information and relevant questions and preferences
- Possess proficiency with all systems and software
- Proficiency with all systems and processes to be able to train the Reservations team members
- Most tasks are performed in a team environment with the Reservations Coordinator acting as a strong team leader
- Maintain strong knowledge of resort and area offerings, promotions, and offers, including the ability to make recommendations and dynamic suggestions for guests
- Communicate effectively both verbally and in writing with internal and external guests, as well as other departments
- Comfort with upselling and promoting a variety of premium products
- Address and resolve guest service issues in a positive manner
- Block special request reservations VIP reservations and/or room assignments
- Maintain and organize both hotel and guest information, whether on a computer or regular file system
- Answer questions concerning reservations for employees of other departments including but not limited to Front Office, Sales & Marketing, Golf Operations, and Executive Office
- Must be available to work a varied schedule as needed based on occupancy levels and department demands, including AM shifts, PM shifts, and weekends
Qualifications
- Bachelor’s degree or equivalent working experience required
- Strong ability to multitask and complete multiple assignments simultaneously
- At least 1 year of Reservations Agent experience or other Hospitality related experience is required
- Familiarity with PBX operations and internal guest communication systems a plus
- Must be able to speak, read, write, and understand the primary language(s) used in the workplace
- Requires excellent communication skills, both verbal and written
- Takes a proactive approach towards decision-making and resolving challenges
- Takes initiative and makes suggestions to solve problems
- Complete knowledge of resort offerings, hotel rooms, and meeting-related services available to guests
- Experience in a golf property preferred
- Ability to communicate effectively with internal and external guests, exercising patience, tact, and diplomacy
- Must possess proficient computer skills, including, but not limited to, Microsoft Word, Outlook, and Excel, as well as internet
- Comprehension of the reservation sales process
- Analytical approach to problem solving
- Dynamic, enthusiastic, and innovative leader who thrives under pressure
- Skilled in service recovery, consistent guest follow and follow through
- Ability to maintain confidentiality and discretion, especially with high-profile individuals
Physical Demands
- Ability to spend long hours moving around, walking, sitting, standing, and crouching while performing other duties
- Ability to work long hours sitting or standing at a desk in an office setting
- Ability to answer phones and wear appropriate phone headset to maintain functionality and privacy on calls
- Ability to lift, carry, push, pull, or otherwise move luggage and objects up to 50 pounds
Our greatest asset, and the key to our success, is our team. By attracting the most caring, engaging, and driven people in the world of golf and hospitality, we have developed an incredibly positive and exceedingly vibrant culture. With a focus on the principles of the Golden Rule - treating others as we wish to be treated - the warmth, kindness and good nature of our team is ultimately what sets Cabot apart. Work hard and be nice to people - it's as simple as that!
If your values align with the Cabot vision, we welcome you to apply and join our amazing team that is building this one-of-a-kind property!
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.