Manager of Guest Experience

Palisade Ttahoe • Olympic Valley, CA

10d • Onsite

About The Position

The Manager of Guest Experience is responsible for leading Palisades Tahoe's comprehensive Guest Experience Strategy, driving operational excellence through a unified approach to service standards, guest engagement, employee culture, and continuous improvement across the resort. In addition to leading the resort's guest experience strategy, this position serves as the organizational lead for internal operational communications. This position serves as a collaborative leader across the organization, aligning guest experience and communications to strengthen organizational culture, employee engagement, and the overall Palisades Tahoe brand. Applicants must be 18 years of age.

Requirements

• Minimum 5 years of relevant experience in hospitality, guest experience, resort operations, communications, or a related field.
• Demonstrated ability to lead cross-functional initiatives and influence outcomes across departments and organizational levels.
• Strong analytical skills with the ability to interpret guest feedback, operational data, and performance metrics to identify trends, develop insights, and drive continuous improvement.
• Demonstrated leadership skills, including the ability to build alignment, navigate challenging conversations, influence change, and lead with accountability.
• Strong organization, problem-solving, and decision-making abilities.
• Working knowledge of Microsoft Office, including Excel, Word, PowerPoint, and Outlook.
• High School Diploma or GED

Nice To Haves

• Experience with guest feedback, customer experience, or analytics platforms such as Medallia preferred.
• Working knowledge of resort software systems (e.g. RTP) and service recovery tools.
• A Motor Vehicle Record review may be required as part of your job.

Responsibilities

• Lead Palisades Tahoe's Guest Experience Strategy , driving a resort-wide service culture through cross-department collaboration, service standards, quality assurance, training, guest insights, and continuous improvement to deliver a consistently exceptional guest experience.
• Serve as the organizational lead for internal operational communications , ensuring operational updates, and service communications are timely, consistent, and aligned with Palisades Tahoe's values, strategic priorities, and guest experience objectives.
• Lead cross-functional collaboration between Operations, Marketing, Communications, Human Resources, and resort leadership to ensure guest experience and communications, are aligned with organizational priorities.
• Leverage guest feedback, operational performance, stakeholder insights, and organizational metrics to advise executive leadership, identify opportunities for improvement, strengthen organizational reputation, and enhance the experiences of guests, employees, and the community.

Benefits

• Free skiing + riding privileges to 17 iconic resorts including Palisades Tahoe, Mammoth Mountain, Steamboat, Solitude and more!
• Healthcare options for both Seasonal & Year-Round employees
• Generous discounts on outdoor gear, apparel, etc.
• 401(k) plan with generous company match
• Free and discounted lift tickets
• 25%-50% discount at Food & Beverage locations at Palisades & Alpine
• 40% discount at Palisades Tahoe operated retail stores, including The North Face, Patagonia, Oakley, and more!
• Employee Assistance Program (EAP)

What This Job Offers

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