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

POWDR • Bend, OR

10d • Onsite

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 leads guest-facing teams, sets service standards, and ensures interactions reflect warmth, efficiency, and intentional hospitality while meeting operational goals, staffing needs, and financial expectations.

The role also supports retail operations, team leadership, guest experience monitoring, reporting, and cross-department collaboration. It includes providing operational support to Groups, Events and Activities during high-volume periods, weather events, or staffing gaps; helping prioritize guest-impacting facility issues; serving as an on-site escalation point for guest concerns; and training Trailhead Lodge employees in guest service expectations and process management systems.

Requirements

• High school diploma or GED required.
• At least five years of experience in similar roles.
• Active OLCC Alcohol Service Permit (RSA) and Oregon Food Handler Card (OHA), or willingness to obtain them before commencement of employment.
• Ability to work 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, 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 to fulfill the scope and responsibilities of the position.
• Ability to shovel snow and walk on steep and/or uneven surfaces.
• Minimum age requirement of 21.

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 smooth 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 enquiries in partnership with the Mt. Bachelor Group Sales team.
• Oversee food and beverage operations, including lobby offerings, grab-and-go items, bar or 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 food and beverage ordering, inventory, and vendor relationships.
• Train guest service staff in basic food and beverage service 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 daily retail operations, including restocking, maintaining 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 on service standards, guest feedback, and operational priorities.
• Coach team members on the impact of their roles 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, or high-volume periods.
• Participate consistently and collaboratively in leadership and management meetings.
• Maintain a punctual, visible, approachable, and presentable presence in guest-facing areas, with a safety-first mindset.
• Apply environmentally responsible and sustainable maintenance initiatives and practices.
• Treat guests, coworkers, vendors, and leaders professionally and respectfully; lead with warmth and emotional intelligence.
• Adapt to evolving 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 functions to support an efficient work order process with clear prioritization and timely communication.
• Provide guest service training to all Trailhead Lodge employees.
• Supervise eight employees, including the Guest Experience Supervisor, Guest Experience Agents, Night Auditors, and Food & Beverage Associates; schedule and assign work, train, participate in salary actions within management guidelines, take disciplinary actions, conduct performance reviews, and handle hiring and termination.

Benefits

• Free employee season pass and free or discounted dependent(s) 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