Experience Manager

Cabot Citrus Farms

Cabot’s first U.S. destination, Cabot Citrus Farms, is situated on 1,200 acres of rolling land and will include Cabot’s signature combination of world-class golf, luxury accommodations and real estate opportunities. Opening in 2023, Cabot Citrus Farms will feature two revitalized 18-hole courses, a par-3 course, a new clubhouse and extensive practice facilities. The property is a short 50-minute drive from Tampa and an 80-minute drive from Orlando. While close to urban amenities, the property sits in the central-

west region of Florida aptly known as the Nature Coast. Visitors will delight in one-of-a-kind experiences including exceptional hiking, biking and nature trails at neighboring Withlacoochee State Forest, spring- fed rivers and bountiful lakes at Crystal River, and world-class fishing in the Gulf of Mexico.

Position Overview

As the Experience Manager, 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. You will be tasked with overseeing both the guest and owner experience. Your knowledge of high-end resort programming and personalized service – combined with your attentiveness, efficiency, and commitment – will ensure that Cabot Citrus Farms remains a safe, enjoyable workplace and travel destination for our team-members, 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 act as an ambassador and role model of exceptional service.

Responsibilities

Experience Program - Creation and Execution

• Collaborate with the leadership team to design, refine, and implement engaging experiences and activity programs, encompassing onsite options, as well as partnerships with area entities
• Greet and interact with guests in a warm and friendly manner, offering assistance, guidance, and information about available activities
• Create a selection of curated local excursions and activities that showcase the best of Florida’s Nature Coast
• Craft a robust internal activity program and schedule that maximizes quality and impact
• Assist in the setup, arrangement, and maintenance of activity equipment, ensuring compliance with safety standards and operational readiness
• Support the coordination of group activities, ensuring seamless logistics and guest satisfaction throughout the experience
• Maintain a clean and organized activity area, including proper storage and upkeep of equipment and materials
• Uphold all safety protocols and guidelines to create a secure environment for both guests and team members
• Provide exceptional guest service by anticipating guest needs and providing personalized service
• Deliver guidance and assistance to guests during activities, ensuring that each participant has a positive and enjoyable experience
• Collaborate closely with various resort departments to ensure a seamless and well-rounded guest experience

Homeowner Experience – Creation and Execution

• Provide exceptional service to cottage owners by assisting with bookings for accommodation, dining reservations, tee times, area excursions, or other requests to make their time with us more comfortable
• Gain an understanding of the owner payment schedule and be confident in responding to inquiries regarding various fees and payments related to home ownership
• Assist homeowners in arranging storage for any items they wish to keep at Cabot year-round
• Support in Homeowner communication including:
  • Homeowner dates of stay
  • The latest news in real estate offerings
  • Local community events
• Create strong personal connections with cottage owners and guests; understand family dynamics, interests, location of principle residence, connection to Cabot, etc.
• Strong 'storytelling' capability, delivering macro to micro-Cabot overview (history, golf, vision, master-plan, product offerings, specifications & features, etc.)
• Customize product presentations to align with specific guest wants & needs
• Follow a disciplined process of timely guest and owner follow-up, information request fulfillment, and resort communications
• Maintain guest profiles (within CRM system), including guest details, interests etc.
• Maintain and update VIP Amenity program
• Analyze, measure, and report on owner and guest feedback, key performance indicators, and progress towards project plans. Resolve issues by investigation opportunities and developing solutions
• Contribute to pre-opening responsibilities, including other duties as assigned
• 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 guest service experience required
• At least 3 years’ resort activity management experience or other hospitality related experience
• Strong ability to multitask and complete multiple assignments simultaneously
• Familiarity with PBX operations and internal guest communication systems
• 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
• Most tasks are performed in a team environment with the employee acting as a strong team leader
• Takes a pro-active 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 computational ability
• Must possess proficient computer skills, including, but not limited to, Microsoft Word, Outlook and Excel, as well as internet
• Analytical approach to problem solving
• Dynamic, enthusiastic, and innovative leader who thrives under pressure
• Skilled in service recovery, consistent guest follow up and follow through
• Ability to maintain confidentiality and discretion, especially with high-profile individuals

Physical Demands

• Ability to spend long hours moving around, walking, sitting, standing and crouching while performing other duties
• Ability to work long hours in an office and resort setting, both outside and inside
• Able to effectively perform all required duties in possibly inclement weather to include heat, cold, rain, and wind
• 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

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 who is building this one of a kind property!