Guest Experience Agent

Title:Guest Experience Agent

Reports to: Guest Experience Supervisor

Job Type:Seasonal (May – October)

Location: Inverness, Nova Scotia, B0E 1N0

The Cabot Collection

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 Serket 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 Cape Breton

Located along the coast of Cape Breton, Nova Scotia and nestled between the Atlantic Ocean and the picturesque town of Inverness, Cabot Cape Breton is an unrivalled destination offering one of the best resort experiences in Canada. Featuring 46 spectacular holes—including Cabot Links and Cabot Cliffs, two 18-hole layouts ranked among the world’s top 100 courses, and The Nest, an 11-hole par-3 course—Cabot Cape Breton offers a rare chance to experience golf as it was meant to be played: on firm, sandy turf, with the ocean breeze shaping every shot. With award-winning accommodations at Cabot Links Lodge, upscale Golf Villas, luxury homes, and exquisite dining options, Cabot Cape Breton is intended to excite and inspire at every turn.

If you join our team, you will live our values:

Confidence, Authenticity, Humility, Warmth

Position Overview

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.

Core Responsibilities:

• Guest Communication & Response: 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.
• Pre‑Arrival Audit: Perform pre‑arrival audits and reach‑out communications to maximise guest satisfaction and pre‑stay engagement.
• In‑House Guest Support: Monitor and action guest maintenance issues, glitches, and special requests with efficiency and high standards of service and communicate proactive service opportunities (VIP recognitions, return guest preferences, special occasions) to internal teams.
• Successfully utilize our Guest Interaction Tool (Canary): Manage and action all incoming Upsell Requests and Guest Registration Forms with precision, attention to detail, and a consistently service‑first mindset.
• Operational Collaboration: Maintain strong working relationships with Front Desk, Food & Beverage, Maintenance, Transportation, and other departments to ensure follow‑through on guest requests and support the Front Desk Team and department projects as needed.

Preferred Qualifications & Skills

• 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.

Requirements of the role you should be aware of:

• Based on the nature of our business and the service we provide to our guests, to work with us, you must consent to a criminal background check as a condition of employment and an additional criminal background check every two years.
• As a seasonal resort business, you can anticipate a schedule that will involve day, evening, night, and weekend work.
• There is a sedentary part to this role that involves sitting for long periods with computer work.
• Based on the nature of this position, you would experience long periods of guest interactions.
• To ensure guest satisfaction, high-pressure decision-making can happen on occasion.

Our 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.