Guest Experience Attendant - Trailhead Lodge
About The Position
Trailhead Lodge is Central Oregon's year-round basecamp for adventure and community. Designed for outdoor-minded travelers and locals alike, the lodge offers comfortable, adventure-forward lodging, from winter powder days to summer bike laps and shoulder season escapes. With welcoming communal spaces, thoughtfully designed rooms, and easy access to everything Bend has to offer, Trailhead Lodge is where guests unwind, connect, and prepare for their next great adventure. The Guest Experience Attendant is a fun, outgoing, guest‑facing role responsible for delivering warm, memorable, and effortless experiences for guests at Trailhead Lodge. Reporting directly to the Guest Experience Supervisor, this position is often the first and last point of contact for guests and plays a vital role in shaping how visitors experience the lodge, the mountain, and the Bend community. This role is ideal for someone who genuinely enjoys people, takes pride in being helpful, and loves sharing local favorites, from trails and breweries to coffee shops and community events. The Guest Experience Attendant delights in going above and beyond, creating moments that feel personal, thoughtful, and reflective of the Trailhead Lodge.
Requirements
- High school diploma or GED required.
- Prior guest service or hospitality experience preferred but not required.
- Outgoing personality with a genuine desire to help people.
- Strong communication skills and confidence interacting with guests.
- Ability to remain calm, friendly, and solution‑oriented in fast‑paced environments.
- Comfortable working in a fast‑paced, multi‑system environment while maintaining high levels of data accuracy and guest confidentiality.
- Ability to quickly learn and navigate guest‑facing technology platforms, including reservation systems, POS systems, and CRM tools.
- Proficiency with hotel Property Management Systems (PMS) (e.g., Stay N Touch, Cloudbeds, Roommaster, Maestro, Mews, or similar systems).
- Working knowledge of OTA and channel management platforms (e.g., SiteMinder or comparable systems).
- Strong competency in Microsoft Office / Microsoft 365, including Outlook, Word, Excel, and Teams.
- Ability to perform physical tasks as required to fulfill the scope and responsibilities of the position.
- Minimum 1+ years in a similar role
- Ability to shovel snow and walk on steep and uneven surfaces.
- Minimum Age Requirement: 21+
Nice To Haves
- Passionate about sharing mountain culture
- Positive attitude
- Problem solvers
- Care about winning as a team
- Genuinely enjoys people
- Takes pride in being helpful
- Loves sharing local favorites, from trails and breweries to coffee shops and community events
- Delights in going above and beyond, creating moments that feel personal, thoughtful, and reflective of the Trailhead Lodge.
Responsibilities
- Greet guests with warmth and enthusiasm, creating a welcoming first impression at check‑in and a positive send‑off at departure.
- Assist with reservations, check‑in, check‑out, guest inquiries, and front desk communications.
- Accurately process payments and follow cash‑handling procedures.
- Maintain accurate guest information, room assignments, and notes in the Property Management System (PMS).
- Assist guests with directions, transportation questions, amenity requests, and general lodge information.
- Share local knowledge and personalized recommendations that enhance the guest’s stay and sense of place.
- Create memorable interactions by being attentive, friendly, and proactive in anticipating guest needs.
- Go above and beyond to surprise and delight guests, whether through thoughtful recommendations, problem‑solving, or small gestures of hospitality.
- Represent the Trailhead Lodge brand with energy, authenticity, and enthusiasm.
- Support service recovery by addressing guest concerns with empathy and escalating issues when appropriate.
- Support limited food and beverage services, including lobby offerings, grab‑and‑go items, and non‑alcoholic beverages.
- Process retail and grab‑and‑go transactions accurately through the POS system.
- Maintain cleanliness, organization, and presentation of retail and food offerings.
- Communicate restocking or supply needs to the Guest Experience Supervisor.
- Work collaboratively with Guest Experience Attendants, the Guest Experience Supervisor, Night Audit, Housekeeping, and Facilities teams.
- Follow daily priorities, schedules, and guidance provided by the Guest Experience Supervisor.
- Remain open to coaching, learning, and growing toward future leadership opportunities.
- Support a positive, team‑oriented work environment centered on hospitality and shared accountability.
- Provide operational support to Events and Activities during high‑volume periods or staffing gaps.
- Act as an escalation point for guest concerns when the Guest Experience Supervisor or Manager is unavailable.
- Partner cross‑functionally to support efficient work‑order communication and guest issue resolution.
- Assist with reinforcing guest service training and standards across the lodge.
Benefits
- Free employee season pass
- Free or discounted dependent(s) season pass
- Free and discounted friends & family day passes
- Free transportation to & from Bend, Sunriver, and La Pine
- Discounts across the resort (food & beverage, retail, rentals, lessons & more)
- Employee housing program
- 401k with up to 5% company match & immediate vesting
- Discounter daycare onsite at Mt. Bachelor
- Local & national discounts (YETI, Burton, Dell, Subaru, Nokian, Sunriver Golf, Mammut, & more)
- Free reciprocal access for employees to other POWDR resorts & 50% day passes at IKON pass resorts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
