Guest Experience Agent
About The Position
As a Guest Experience Agent at Cabot Cape Breton, you serve as a central hub of communication and service for our guests before arrival, during their stay, and at departure. You are more than a Front Line contact — you are a trusted resource, proactive problem‑solver, and ambassador of our brand. Your role blends high‑volume communication (calls, texts, emails) with personalized engagement and operational follow‑through to ensure seamless, memorable guest experiences. You’ll manage guest needs across multiple platforms, collaborate with internal teams, and anticipate opportunities to enhance a guest’s stay. This elevated role demands excellent multitasking, polished communication, and a thoughtful, anticipative service mindset.
Requirements
- Consent to a criminal background check as a condition of employment and an additional criminal background check every two years.
- Anticipate a schedule that will involve day, evening, night, and weekend work.
- Sedentary part to this role that involves sitting for long periods with computer work.
- Experience long periods of guest interactions.
- High-pressure decision-making can happen on occasion.
Nice To Haves
- Previous guest services or hospitality experience; luxury property experience considered an asset.
- Excellent interpersonal and communication skills — written and verbal.
- High level of comfort handling phones, texts, email communications, and multiple guest touch points.
- Strong computer skills; experience with a property management/reservations system an asset.
- Ability to multitask, remain calm under pressure, and prioritize competing demands.
- Professional phone manner with a natural, service‑oriented approach.
- Ability to focus attention on guest needs with patience and courtesy.
Responsibilities
- Answer and manage all incoming phone calls, emails and text messages (external and internal) with professionalism, warmth, and efficiency.
- Take Ownership and ensure all guest inquiries are handled with accurate information, clear follow‑through, and exceptional service standards.
- Perform pre‑arrival audits and reach‑out communications to maximise guest satisfaction and pre‑stay engagement.
- Monitor and action guest maintenance issues, glitches, and special requests with efficiency and high standards of service.
- Communicate proactive service opportunities (VIP recognitions, return guest preferences, special occasions) to internal teams.
- Manage and action all incoming Upsell Requests and Guest Registration Forms with precision, attention to detail, and a consistently service‑first mindset.
- Maintain strong working relationships with Front Desk, Food & Beverage, Maintenance, Transportation, and other departments to ensure follow‑through on guest requests.
- Support the Front Desk Team and department projects as needed.
Benefits
- Access to learning & training opportunities to build your career.
- $10 green fees
- Complimentary hot lunch during workdays
- Complimentary Family Golf Round
- Friends and Family Rates for Golf and Lodging
- Discounts in our Retail Shops & Restaurants
- Access to our Employee Assistance Program
- Subsidized Team Housing, based on availability.
- Healthcare benefits for permanent and returning seasonal team members.
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
