Concierge

Cabot Citrus OPCO LLC•Brooksville, FL

About The Position

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.

Requirements

Bachelor’s degree or equivalent working experiencerequired
Strong ability to multitask and complete multiple assignments simultaneously
At least 1 yearofReservations Agent experience or other Hospitality related experience isrequired
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 aproactiveapproach towardsdecision-makingand resolving challenges
Takes initiative and makes suggestions to solve problems
Complete knowledge of resort offerings, hotel rooms,and meeting-related services available to guests
Ability to communicate effectively with internal and external guests, exercising patience, tact, and diplomacy
Mustpossessproficient 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
Skilledin servicerecovery, consistentguestfollowand follow through
Ability tomaintainconfidentiality and discretion, especially with high-profile individuals

Nice To Haves

Familiarity withproperty managementsystems, OPERA, isa plus
Experience in a golf property preferred

Responsibilities

Serve asanambassador for the property, handlingall details of the guest(s)staywith a strong attention to detailthroughout the planning process.
Upsells and communicatesaccurateinformation about activities, food and beverage accommodations/reservations,additionaltee-times or golf experiences and answers any questions about the resort offerings.
Bookingitineraryfor all incoming guests
Assistwith post reservation billing preferences and rooming lists
Possessproficiencywith all systems and software: OPERA, Agilysys, Canary,Medalliaand more.
Responsible for promptly and professionally responding to incoming inquiries via phone,emailand other online platforms.
This can include responding to guestsurveys
Input, process, and confirmany bookingdetails and payment in property management system (OPERA), ensuringall aspectsof the bookings for any upsellsare handled efficientlyand accurately.
Send guests confirmations for any bookings and create,editand confirm guest itineraries internally and externally.
Manage cancellations byprocessing any applicablerefunds orcommunicating and implementing any penalties according to cancellation policy with care.
Maintain strong knowledge of resort and area offerings, promotions, and offers, includingtheability to make recommendations and dynamic suggestions for guests.
Process payments while ensuringall transactions are handled securely andcomply withcompany 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.
Identifyopportunities for “wow” moments for each group/guest, conceptualize andexecutecreative 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.
Preservethe privacy of our guest information whilebookingreservations, creating guest profiles and keeping details of gueststaysconfidential.
Aid our Groups team withlarge contractedgroups that are here hosting events.
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 toworka varied schedule as needed based on occupancy levels and department demands, including AM shifts, PM shifts,and weekends.