Guest Experience Manager - Trailhead Lodge

POWDR

3d • Onsite

About The Position

The Guest Experience Manager is a service‑driven hospitality leader responsible for overseeing all front office operations and select food and beverage services at Trailhead Lodge. This role ensures seamless arrival‑to‑departure experiences while supporting a property designed around outdoor adventure, communal gathering, and year‑round guest use. The Guest Experience Manager plays a key role in shaping the Trailhead Lodge brand by leading guest‑facing teams, setting service standards, and ensuring every interaction reflects warmth, efficiency, and intentional hospitality, while meeting operational goals, staffing needs, and financial expectations.

Requirements

• Minimum five years in similar role(s)
• High school diploma or GED required
• Active OLCC Alcohol Service Permit (RSA) and Oregon Food Handler Card (OHA) or willingness to obtain before commencement of employment.
• 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): 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.
• In addition to the specific conditions below, every position at Mt. Bachelor (Trailhead Lodge) requires the ability to shovel snow and walk on steep and uneven surfaces.
• Minimum Age Requirement: 21+

Nice To Haves

• Associate’s or Bachelor’s degree in Hospitality Management, Hotel Management, Business Administration, or a related field preferred
• An equivalent combination of education and progressive hospitality experience may be considered instead of a degree

Responsibilities

• Oversee all front office functions, including reservations, check‑in, check‑out, guest communications, cash handling, and daily reporting.
• Ensure a smooth, welcoming arrival and departure experience for all guests, setting the tone for their stay.
• Maintain property management system (PMS) accuracy, including room assignments, inventory controls, rate integrity, and guest profiles.
• Resolve guest concerns with professionalism and empathy, using service recovery tools to reinforce loyalty and satisfaction.
• Establish and uphold front office service standards, procedures, and brand‑aligned guest interactions.
• Coordinate closely with Housekeeping, Maintenance, and Leadership to ensure room readiness and prompt issue resolution.
• Monitor daily occupancy, arrivals, departures, and special requests to support guest needs proactively.
• Field and manage incoming Group booking enquiries in partnership with the Mt. Bachelor Group Sales team.
• Oversee basic food and beverage operations, including lobby offerings, grab‑and‑go items, bar or beverage service, and communal food experiences as applicable.
• Ensure food and beverage areas are consistently clean, stocked, organized, and guest‑ready.
• Maintain compliance with food safety, alcohol service, and applicable health regulations.
• Coordinate ordering, inventory, and vendor relationships for food and beverage supplies.
• Train guest service staff on basic food and beverage service standards and responsible service expectations.
• Collaborate with leadership on seasonal offerings, guest programs, or events that enhance the on‑property experience.
• Support daily retail operations, including restocking and maintaining organized, visually appealing product displays and sales transactions.
• Hire, train, schedule, and lead guest experience and food and beverage employees.
• Foster a welcoming, guest‑first culture rooted in accountability, teamwork, and service excellence.
• Provide hands‑on leadership during peak arrival periods, high‑occupancy days, and special events.
• Conduct regular team meetings focused on service standards, guest feedback, and operational priorities.
• Coach team members on how their roles directly impact guest satisfaction, reviews, and brand perception.
• Monitor guest feedback, reviews, and service trends; identify opportunities for continuous improvement.
• Communicate regularly with leadership regarding guest experience insights, staffing needs, and operational challenges.
• Support seamless daily operations while minimizing guest disruption during maintenance, transitions, or high‑volume periods.
• Participates consistently and collaboratively in leadership and management meetings, contributing to the standards, growth, and overall success of the business.
• Maintain a visible, approachable, and presentable presence in guest‑facing areas.
• Maintain a safety‑first mindset for guests, team members, vendors, and self.
• Apply environmentally responsible and sustainable maintenance practices.
• Treat all guests, coworkers, vendors, and leaders with professionalism and respect.
• Lead with professionalism, warmth, and emotional intelligence in all guest and employee interactions.
• Perform all work with a hospitality mindset, recognizing the direct connection between service quality, facility condition, and the overall guest experience.
• Maintain a clean, professional appearance aligned with Trailhead Lodge standards.
• Remain professional, approachable, and situationally aware in guest‑facing areas, contributing to an environment that feels intentional, well-cared-for, and reflective of the Trailhead Lodge brand.
• Adapt to evolving operational needs and assume additional responsibilities as required.
• Provides operational support to Events and Activities during high‑volume periods, weather events, or staffing gaps.
• Supports the guest experience by prioritizing and resolving guest‑impacting facility issues in coordination with Facilities Maintenance Manager.
• Acts as an on‑site escalation point for guest concerns when department leaders are unavailable.
• Partners cross‑functionally to ensure an efficient work order process with clear prioritization and timely communication.
• Provides basic Guest service training to all Trailhead Lodge employees, fostering a culture of shared ownership for guest service expectations and process management systems.

Benefits

• Free employee season pass and 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

What This Job Offers

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