Concierge presso Cabot

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 Cabot Concierge, 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. Our Cabot Concierge serve as the primary contact for our guests following their booking confirmation, assisting with all details in preparation for the guests’ visit to CCF. Our Concierge team members are dedicated to curating a memorable experience by creating personalized itineraries, upselling and communicating various amenities and offerings to enhance their stay, ensuring all preferences for activities, dining, and transportation are properly communicated internally for planning as well as externally to the guests.  

As a Cabot Concierge, you will be responsible for responding for communicating with guests in-person, over the phone, email and other digital platforms between the time their booking is confirmed, until the guest checks out and departs CCF. The Ambassador Team plays a crucial role in maintaining the operational flow of the entire guest experience, ensuring that every guest interaction is handled with professionalism and warmth. 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 all details of the guest(s) stay with a strong attention to detail throughout the planning process. 
• Upsells and communicates accurate information about activities, food and beverage accommodations/reservations, additional tee-times or golf experiences and answers any questions about the resort offerings. 
• Possess proficiency with all systems and software: OPERA, Agilysys, Canary and more. 
• Responsible for promptly and professionally responding to incoming inquiries via phone, email and other online platforms. 
• Input, process, and confirm any booking details and payment in property management system (OPERA), ensuring all aspects of the bookings for any upsells are handled efficiently and accurately. 
• Send guests confirmations for any bookings and create, edit and confirm guest itineraries internally and externally. 
• Manage cancellations by processing any applicable refunds or communicating and implementing any penalties according to cancellation policy with care.  
• Maintain strong knowledge of resort and area offerings, promotions, and offers, including the ability to make recommendations and dynamic suggestions for guests. 
• Process payments while ensuring all transactions are handled securely and comply with company policies. 
• Perform room inspections to ensure the cleanliness standards and inventory of all defined items are met prior to guests checking in. 
• Partner with the Front Desk, golf operations and food and beverage departments to ensure proper execution of all itineraries is delivered. 
• Identify opportunities for “wow” moments for each group/guest, conceptualize and execute on creative and specialized experiences for guests. 
• Communicate effectively both verbally and in writing with internal and external guests, as well as other departments. 
• Address and resolve guest service issues in a positive manner. 
• Preserve the privacy of our guest information while booking reservations, creating guest profiles and keeping details of guest stays confidential.  
• 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 property management systems, OPERA, is 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. 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!

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.