Guest Experience Attendant - Trailhead Lodge

POWDR • Bend, OR

23h • $19 - $22 • Onsite

About The Position

The Guest Experience Attendant is a guest-facing role at Trailhead Lodge responsible for providing warm, memorable, and effortless experiences. Reporting directly to the Guest Experience Supervisor, the attendant is often guests’ first and last point of contact and helps shape their experience of the lodge, Mt. Bachelor, and the Bend community. The role suits someone who enjoys helping people, sharing local recommendations, anticipating guest needs, and creating personal, thoughtful moments of hospitality.

The position supports front-office operations, including reservations, check-in and check-out, guest inquiries, payment processing, cash handling, and maintaining accurate guest information in the Property Management System. It also supports limited food, beverage, and retail services by processing transactions and maintaining clean, organized offerings. The attendant collaborates with lodge teams, follows daily priorities and guidance from the Guest Experience Supervisor, and may support Events and Activities during high-volume periods or staffing gaps. The role is a foundational position with potential to grow toward Guest Experience Supervisor responsibilities.

This is an on-site position at Trailhead Lodge, which operates year-round. Schedules may include weekends, holidays, and varied shifts based on business needs. The current hiring range is $19–$21.50 per hour, and the minimum age requirement is 21. The position requires the ability to perform physical tasks necessary for the role, including shoveling snow and walking on steep and uneven surfaces. Interviews are conducted in person in Bend, Oregon; relocation assistance is not offered.

Requirements

• High school diploma or GED.
• At least 1 year of experience in a similar role.
• Outgoing personality and 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.
• Comfort working in a fast-paced, multi-system environment while maintaining data accuracy and guest confidentiality.
• Ability to quickly learn and navigate reservation systems, POS systems, and CRM tools.
• Proficiency with a hotel Property Management System (PMS), such as Stay N Touch, Cloudbeds, Roommaster, Maestro, Mews, or a similar system.
• Working knowledge of OTA and channel management platforms, such as SiteMinder or comparable systems.
• Strong competency in Microsoft Office / Microsoft 365, including Outlook, Word, Excel, and Teams.
• Ability to perform physical tasks required for the position.
• Ability to shovel snow and walk on steep and uneven surfaces.
• Must be at least 21 years old.
• Must be able to interview in person in Bend, Oregon.

Nice To Haves

• Prior guest service or hospitality experience is preferred but not required.
• Interest in sharing local trails, breweries, coffee shops, and community events.
• Openness to coaching and growing toward future leadership opportunities.

Responsibilities

• Greet guests warmly at check-in and provide a positive send-off at departure.
• Assist with reservations, check-in, check-out, guest inquiries, and front-desk communications.
• Process payments accurately and follow cash-handling procedures.
• Maintain accurate guest information, room assignments, and notes in the Property Management System.
• Help guests with directions, transportation questions, amenity requests, and general lodge information.
• Share local knowledge and personalized recommendations to enhance guests’ stays.
• Anticipate guest needs and create memorable interactions through attentive, proactive service.
• Address guest concerns empathetically, support service recovery, and escalate issues when appropriate.
• Represent the Trailhead Lodge brand with energy, authenticity, and enthusiasm.
• Support limited food and beverage services, including lobby offerings, grab-and-go items, and non-alcoholic beverages.
• Process retail and grab-and-go transactions through the POS system.
• Maintain the cleanliness, organization, and presentation of retail and food offerings.
• Communicate restocking and supply needs to the Guest Experience Supervisor.
• Collaborate with Guest Experience Attendants, the Guest Experience Supervisor, Night Audit, Housekeeping, Facilities, and Events teams.
• Follow daily priorities, schedules, and guidance provided by the Guest Experience Supervisor.
• Contribute to a positive, team-oriented work environment and remain open to coaching and development.
• Maintain a professional, guest-ready presence, follow procedures and service standards, and prioritize safety.
• Adapt to changing needs and support other departments during peak periods or weather events.
• 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.
• Coordinate across teams to support work-order communication and guest issue resolution.
• Assist with reinforcing guest service training and standards across the lodge.

Benefits

• Free employee season pass and free or discounted dependent season passes.
• Free and discounted friends and family day passes.
• Free transportation to and from Bend, Sunriver, and La Pine.
• Discounts across the resort, including food and beverage, retail, rentals, and lessons.
• Winter season employee housing program and summer season camping program.
• 401(k) with up to 5% company match and immediate vesting.
• Discounted daycare onsite at Mt. Bachelor.
• Local and national discounts, including YETI, Burton, Dell, Subaru, Nokian, Sunriver Golf, and Mammut.
• Free reciprocal access for employees to other POWDR resorts and 50% day passes at IKON pass resorts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED