Guest Experience Attendant - Trailhead Lodge

POWDR • Bend, OR

1d • Onsite

About The Position

The Guest Experience Attendant is a guest-facing role at Trailhead Lodge responsible for providing warm, memorable experiences and serving as a key point of contact at guest arrival and departure. The position supports reservations, check-in and check-out, guest communications, payments, guest records, local recommendations, and service recovery. The attendant also supports limited food, beverage, and retail offerings, maintains their presentation, and works collaboratively with lodge teams to meet guest needs. The role is performed under the direction of the Guest Experience Supervisor and offers potential growth toward supervisory responsibilities. The position is on site at Trailhead Lodge, which operates year-round. Schedules may include weekends, holidays, and varied shifts according to business needs. Candidates must be able to interview 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 hotel Property Management Systems (PMS), such as Stay N Touch, Cloudbeds, Roommaster, Maestro, Mews, or similar systems.
• 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 role, shovel snow, and walk on steep and uneven surfaces.
• Minimum age requirement of 21.

Nice To Haves

• Prior guest service or hospitality experience is preferred but not required.
• Openness to coaching, learning, and developing 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 (PMS).
• Assist 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 thoughtful, memorable interactions that reflect the lodge brand.
• Address guest concerns empathetically and escalate 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 through the POS system.
• Maintain the cleanliness, organization, and presentation of retail and food offerings, and communicate restocking 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, guidance, procedures, service standards, and documentation guidelines.
• Maintain a positive, professional, guest-ready presence and a safety-first mindset; 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.
• Support work-order communication and guest issue resolution across departments.
• 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.
• Resort discounts on food and beverage, retail, rentals, lessons, and more.
• 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