Guest Experience Manager (Front Office / F & B Operations) - Trailhead Lodge

POWDR • Bend, OR

11d • $65,000 - $70,000

About The Position

The Guest Experience Manager is a service-driven hospitality leader responsible for overseeing all front office hotel operations and food and beverage services at Trailhead Lodge. The role ensures seamless arrival-to-departure experiences at a property designed around outdoor adventure, communal gathering, and year-round guest use. The manager shapes the Trailhead Lodge brand by leading guest-facing teams, setting service standards, and ensuring interactions reflect warmth, efficiency, and intentional hospitality while meeting operational goals, staffing needs, and financial expectations.

The position also supports retail operations and, during high-volume periods, weather events, or staffing gaps, provides operational support to Groups, Events and Activities. It serves as an on-site escalation point for guest concerns when department leaders are unavailable and partners with Facilities Maintenance to prioritize guest-impacting issues and maintain an efficient work-order process. The manager provides guest-service training to Trailhead Lodge employees and participates in leadership and management meetings.

The role supervises eight employees, including the Guest Experience Supervisor, Guest Experience Agents, Night Auditors, and Food & Beverage Associates. Supervisory duties include scheduling and assigning work, training, salary actions within management guidelines, disciplinary actions, performance reviews, and hiring and termination. The role works with all departments, Mt. Bachelor employees and leadership, vendors, food and beverage representatives, and state officials relating to food and beverage operations.

The current hiring range is $65,000–$70,000, depending on experience. The minimum age requirement is 21. The position requires the ability to shovel snow and walk on steep and/or uneven surfaces; other physical tasks may also be required to fulfill the role. Reasonable accommodation may be available following an interactive discussion with Human Resources.

Requirements

• High school diploma or GED.
• Minimum five years of experience in similar role(s).
• Active OLCC Alcohol Service Permit (RSA) and Oregon Food Handler Card (OHA), or willingness to obtain them before commencement of employment.
• 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 to fulfill the position's scope and responsibilities.
• Ability to shovel snow and walk on steep and/or uneven surfaces.
• Minimum age of 21.
• Ability to lead and supervise employees, including scheduling, training, performance reviews, disciplinary actions, and hiring and termination.

Nice To Haves

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

Responsibilities

• Oversee front office functions, including reservations, check-in, check-out, guest communications, cash handling, and daily reporting.
• Ensure welcoming and efficient guest arrivals and departures.
• Maintain property management system accuracy, including room assignments, inventory controls, rate integrity, and guest profiles.
• Resolve guest concerns professionally and empathetically using service recovery tools.
• Establish and uphold front office service standards, procedures, and brand-aligned guest interactions.
• Coordinate with Housekeeping, Maintenance, and Leadership on room readiness and issue resolution.
• Monitor occupancy, arrivals, departures, and special requests to proactively support guest needs.
• Manage incoming group booking inquiries in partnership with the Mt. Bachelor Group Sales team.
• Oversee limited-service food and beverage operations, including lobby offerings, grab-and-go items, beverage service, and event food experiences as applicable.
• Keep food and beverage areas 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 in basic food and beverage standards and responsible service expectations.
• Collaborate with leadership on seasonal offerings, guest programs, groups, and events that support the on-property experience and financial goals.
• Support retail operations, including restocking, maintaining organized and appealing displays, and processing sales transactions.
• Hire, train, schedule, and lead guest experience and food and beverage employees.
• Foster a welcoming, guest-first culture grounded in accountability, teamwork, and service excellence.
• Provide hands-on leadership during peak arrival periods, high-occupancy days, and special events.
• Conduct team meetings focused on service standards, guest feedback, and operational priorities.
• Coach team members on the effect of their work on guest satisfaction, reviews, and brand perception.
• Monitor guest feedback, reviews, and service trends and identify opportunities for continuous improvement.
• Communicate with leadership about guest experience insights, staffing needs, and operational challenges.
• Support daily operations while minimizing guest disruption during maintenance, transitions, and high-volume periods.
• Participate collaboratively in leadership and management meetings.
• Maintain a punctual, visible, approachable, and presentable presence in guest-facing areas and apply a safety-first mindset.
• Apply environmentally responsible and sustainable maintenance initiatives and practices.
• Adapt to operational needs and assume additional responsibilities as required.
• Provide operational support to Groups, Events and Activities during high-volume periods, weather events, or staffing gaps.
• Prioritize and resolve guest-impacting facility issues in coordination with the Facilities Maintenance Manager.
• Act as an on-site escalation point for guest concerns when department leaders are unavailable.
• Partner across departments to support an efficient work-order process with clear prioritization and timely communication.
• Provide guest-service training to all Trailhead Lodge employees.
• Schedule and assign work; conduct training, salary actions within management guidelines, disciplinary actions, performance reviews, and hiring and termination.

Benefits

• Free employee season pass and free or discounted dependent season pass.
• 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: Manager
• Education Level: High school or GED