Guest Experience Manager (Front Office Operations) - Trailhead Lodge

Benefits

Additional Information

Location: Bend, Oregon Are you interested in delivering memorable experiences, enhancing people's lives and having fun while doing it? This shared mission of POWDR and Mt. Bachelor creates a fun and inspiring culture that we live every day. We look for employees who are passionate about sharing mountain culture, have a positive attitude, are problem solvers and care about winning as a team. Our vision drives us to deliver exceptional experiences and it's our employees who become the true moment makers here at Mt. Bachelor. Trailhead Lodge is Central Oregon's year-round basecamp for adventure and community. Designed for outdoor-minded travelers and locals alike, the lodge offers comfortable, adventure-forward lodging, from winter powder days to summer bike laps and shoulder season escapes. With welcoming communal spaces, thoughtfully designed rooms, and easy access to everything Bend has to offer, Trailhead Lodge is where guests unwind, connect, and prepare for their next great adventure. This role comes with amazing perks & benefits because we want our employees to Work Where You Play! 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 Position Summary 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. Essential Functions/Major Responsibilities Front Office Operations 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. Food & Beverage Operations (Limited Service) 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. Retail Operations Support daily retail operations, including restocking and maintaining organized, visually appealing product displays and sales transactions. Leadership & Team Management 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. Guest Experience, Reporting & Collaboration Monitor guest feedback, reviews, and service trends; identify opportunities for continuous improvement. Communicate regularly with leadership regarding guest experience insights, staffi