Reservations Agent

Job Description

Job Description

Cabot

Cabot is a global developer and operator of world-class golf destinations with a growing portfolio of six Cabot properties and four Cabot-managed properties. The Cabot portfolio includes Cabot Cape Breton in Nova Scotia, Canada, Cabot Saint Lucia in the Caribbean, Cabot Revelstoke in British Columbia, Canada, Cabot Citrus Farms in the United States, Cabot Highlands in Scotland, and Cabot Bordeaux in France. With extensive expertise in golf and hospitality management, Cabot also oversees the operations of several premier golf courses through its Cabot-managed properties in the U.S., including: Cascata Golf Club and Rio Secco Golf Club in Las Vegas, Nevada; Grand Bear Golf Club in Saucier, Mississippi; and Chariot Run Golf Club in Laconia, Indiana.

Cabot continues to cultivate a legacy of excellence, providing guests and homeowners with exclusive access to bespoke, destination-inspired experiences and a commitment to exceptional service across its luxury residential and boutique resort offerings.

Cabot Citrus Farms

Cabot’s first American property, Cabot Citrus Farms, is set across 1,200 acres of pristine natural beauty in the Central-West region of Florida, aptly known as the Nature Coast. Offering dramatic elevation changes, sandy soil, and rolling hills canopied by towering sand pines, palmetto trees, and century-old moss-covered oaks, the unique landscape is enchanting. With two 18-hole golf courses, one 10-hole course, an 11-hole par-3 course, and an unparalleled practice facility, Cabot Citrus Farms is the ultimate golf adventure. In addition to golf, the property offers luxury accommodations, real estate opportunities, elevated food and beverage experiences, and off-course activities that include a Sport Club, a fishing pond, and sports courts, with a Pool and Racquet Club coming in the future.

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. 

Key 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. 

Working Conditions

• 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 lbs. 

Benefits

We offer a comprehensive benefits package, including:

• Health, Dental, and Vision Insurance
• 401(k)
• 10 Paid Vacation Days
• 5 Paid Sick Days
• 14 Company Holidays
• Maternity and Paternity Leave
• Complimentary Staff Lunch
• Early Earned Wage Access
• Golf Privileges
• Employee Discount Program
• And much more!

Our greatest asset, and the key to our success, is our team. We have developed an incredibly positive and exceedingly vibrant culture by attracting the most caring, engaging, and driven people in golf and hospitality. 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!

Cabot Citrus Farms is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other legally protected status.