Guest Experience Manager - Trailhead Losge

POWDR

1d • Onsite

About The Position

Trailhead Lodge is Central Oregon's year-round basecamp for adventure and community, offering comfortable, adventure-forward lodging with welcoming communal spaces, thoughtfully designed rooms, and easy access to Bend. 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 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

• High school diploma or GED required
• Minimum five years in similar role(s)
• 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
• 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