Director, Revenue Management and Reservations

Title: Director, Revenue Management and Reservations (Shared Services)
Reports to: EVP, Customer, Data & Analytics, Cabot Management Company
Location: Toronto, Ontario
Job Type: Full-time Permanent

About Cabot

Cabot is a luxury developer of incomparable golf destinations. Its portfolio includes the award-winning Cabot Cape Breton in Nova Scotia, Cabot Saint Lucia in the Caribbean, Cabot Revelstoke in British Columbia, Cabot Citrus Farms in Florida, Cabot Highlands in Scotland, and Cabot Bordeaux in France. 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.

Position Overview

Reporting to Cabot's Executive Vice President, Customer, Data & Analytics, the Director, Revenue Management & is a key member of the Cabot Home Office and Property Operations teams working to deliver a best-in-class guest experience to deliver on Cabot's mission, "To create magical places where remarkable memories are made."

Establishing a centralized reservations function with modern servicing capabilities, a best-in-class reservations through pre-arrival guest experience, and a focus on revenue management is the primary mandate of this newly created role. The Director, Revenue Management & Reservations, will help to continuously improve reservations efforts, identify opportunities for revenue maximization, and own the technology systems to support these functions, define processes and implement sales performance practices across Cabot properties. This individual will provide focused expertise, guidance and direction to property on the topic of Revenue Management through effective and measurable strategies.

The Profile

Your service-oriented mindset combined with process-driven and revenue expertise will be ideal for this role. You have experience with establishing and overseeing revenue management strategies and with engaging with property and marketing teams to execute. You keenly monitor sales performance metrics, support properties with revenue management training, and understand a variety of channel distribution systems. A team player, you are a coach to reservations teams and strengthen their connection to cross-functional colleagues in guest experience, ultimately ensuring each guest is set-up to receive a great arrival and stay.

You are passionate about identifying and applying trends in guest profiles and booking data (lead times, demographics, etc.) to develop optimal stay and play itineraries that drive room, golf, and ancillary revenue targets. You know how your team's efforts impact the rest of the operation, and you strive to get this right for Cabot and share best practices across all properties. Your passion for revenue management and reservations operations is illustrated through solid performance metrics in your past, and an eagerness to support Cabot's forward-looking vision. You are a trusted teammate and leader who always maintains confidentiality and exemplifies Cabot's values of confidence, authenticity, humility, and warmth.

Core Responsibilities

Home Office:

• Support the EVP, Customer, Data & Analytics to bring a focus and rigor to revenue management strategies across Cabot by partnering with property operations teams to implement initiatives and measure results, track sales performance and booking pace, ensuring the team is operating efficiently.
• Responsible for developing "The Cabot Way" standards for reservations which includes the consistent approach to booking, pre-arrival efforts, data entry, adhering to KPIs and best practices.
• Sponsor strategic planning efforts focused on identifying new processes and/or technologies to support channel distribution (and online booking capabilities), reservations and group sales functions, itinerary management.
• Partner with Digital/CRM and Marketing teams to develop best-in-class marketing tactics, marketing calendar and merchandising strategies (web featured package display, on-line upsell descriptions, targeted marketing to Cabot database) to drive reservations, improve the guest experience with custom itineraries, for each Cabot property.
• Responsible for training, developing scripts, role playing and measuring performance of reservations teams.
• Responsible for leading efforts related to KPI reporting and analytics in the reservations function including: contact centre, group sales performance, guest data metrics, analysis of lead times and insights on optimal itinerary programs.

On-Property:

• Responsible for supporting property revenue management, annual forecasting, budgeting and pricing (including demand pricing strategies).
• Shared responsibility (with Director of Rooms) for the oversight of on-property reservations teams, group sales and performance metrics.
• Partner with On-Property GM, Director of Rooms, Director of Golf, Guest Experience Managers to support the smooth transition of a guest's booking experience through pre-arrival planning window to ensure an unforgettable experience.
• Support annual planning efforts related to continuous improvement and efforts to deliver best-in-class guest experience.
• Interpret business analytics into meaningful action to improve performance on a weekly & monthly basis for properties, support the property with performance storytelling.

Key Relationships

Internal

External

• Home Office team
• Cabot Properties

• Multiple Vendors
• Booking Influencers
• Guests

Skills:

• Proficiency in Revenue Management and Reservations platform software and MS Office tools (such as AWS Connect, Call Centre Software, Agilysys, Revinate, Opera PMS, MS Office, online booking engines).
• Adaptability, solution focus and positive resilience to succeed in a complex, evolving, and fast-paced environment.
• Resourcefulness and ability to establish relationships and support networks.
• Excellent communication and presentation skills, ability to articulate and display data/strategies to wide audiences.
• Must be able to condense complex data into meaningful strategy.
• Strong time management skills and capacity to handle multiple tasks simultaneously.
• Must be able to present contrarian viewpoint and gain consensus through business analytics.
• Strong leadership abilities with the capacity to motivate and inspire teams.
• Results-oriented mindset with a focus on driving revenue growth and achieving targets.
• Confidently handling glitches and escalations with urgency and finesse.
• Ability to show autonomy and strong judgement while knowing what needs to be escalated.
• Up to 25% travel is required.

Key Personal Characteristics and Interests:

• High level of integrity, accuracy, dependability, enthusiasm, and confidentiality.
• Passion for Guest Experience and a service-oriented mindset.
• Ability to coach and motivate a diverse team of individuals.
• Resourceful, detail-oriented, and natural problem solver.
• Ability and willingness to take initiative.
• Familiarity and interest in the golf and hospitality industries is an asset.
• Impeccable integrity and professionalism representing the Cabot brand to ensure confidentiality and discretion.
• An interest in golf is a bonus!

Education and Work Experience

• 5-8 years of experience and oversight in revenue management & reservations operations, ideally resort or city centre.
• Group or conferences sales and/or operations support.
• Demonstrated knowledge of revenue management principles, techniques, and best practices.
• Demonstrated analytical and quantitative skills to leverage data to story tell successes and present opportunities for change, ability to develop effective sales strategies.
• Experience with online inventory distribution platforms.
• Proficiency in using sales management systems, CRM software, and Microsoft Office Suite.
• Bachelor's degree in business, hospitality management, or a related field, preferred.

At Cabot we value the experience an individual is bringing to a role and look at current market data to determine the annual salary, along with our other benefits provided to provide a total rewards compensation package. We look forward to discussing more with the final candidates.