Guest Experience Manager (Front Office Operations) - Trailhead Lodge

POWDR and Mt. Bachelor share a vibrant mission centered around delivering memorable experiences and enhancing people's lives through fun and engaging work environments. Mt. Bachelor, a prominent ski resort in Bend, Oregon, known for its strong mountain culture, prides itself on fostering a workplace where positivity, problem-solving, and teamwork are key values. Employees at Mt. Bachelor are true moment makers who contribute directly to the resort's vision of exceptional guest experiences, blending outdoor adventure with community connection. As part of this culture, the Trailhead Lodge stands out as Central Oregon's year-round basecamp for adventure and community, catering to outdoor enthusiasts and locals alike. The lodge offers comfortable, adventure-forward lodging designed not only for the winter ski season with powder days but also for summer biking excursions and shoulder season escapes. Its guest-centered design features welcoming communal spaces, thoughtfully designed rooms, and easy access to Bend's attractions, making it a preferred hub for guests to unwind, connect, and gear up for their next adventure.

The Guest Experience Manager role at Trailhead Lodge is a pivotal hospitality leadership position responsible for managing all front office operations alongside select food and beverage services. This role ensures guests enjoy a seamless arrival-to-departure experience and supports the property’s focus on outdoor adventure, communal gathering, and year-round use. As the face of the lodge’s brand, this manager leads guest-facing teams, upholds high service standards, and ensures every interaction is marked by warmth, efficiency, and intentional hospitality. The position demands balancing operational goals, staffing needs, and financial targets while delivering outstanding guest satisfaction.

Key responsibilities include overseeing front office functions such as reservations, check-in/out, guest communication, cash handling, and daily reporting. The Guest Experience Manager ensures smooth guest arrivals and departures, maintains property management system accuracy, and resolves guest concerns with professionalism and empathy. Collaboration with Housekeeping, Maintenance, and leadership teams ensures room readiness and rapid issue resolution. The role also involves managing group bookings and coordinating closely with the Group Sales team.

On the food and beverage side, the manager oversees limited service operations including lobby offerings, grab-and-go items, and beverage services, maintaining cleanliness, stock levels, and compliance with health and safety regulations. They coordinate ordering, inventory, vendor relations, and train staff on service standards. Retail operations support is another area of responsibility, ensuring daily restocking and organized product displays.

Leadership and team management are critical to this role. The Guest Experience Manager hires, trains, schedules, and leads a team of approximately eight employees including Guest Experience Supervisors, Agents, Night Auditors, and Food & Beverage associates. They foster a guest-first culture emphasizing teamwork, accountability, and service excellence, provide hands-on leadership during busy times, and conduct team meetings to communicate priorities and feedback. Coaching team members on how their roles impact guest satisfaction and brand perception is vital.

The manager also focuses on monitoring guest feedback and service trends to drive continuous improvement, collaborating with leadership on staffing and operational issues, and maintaining a visible, approachable presence in guest areas. Additional expectations include prioritizing safety, applying sustainable practices, maintaining professional conduct and appearance, and adapting to evolving operational needs.

Secondary functions include providing operational support during peak periods, weather events, and staffing gaps; acting as an on-site escalation point for guest concerns and facility issues; and delivering basic guest service training to all employees to promote shared accountability for service and process management.

Candidates should have at least five years of experience in a similar role, with a high school diploma or GED required and a preference for candidates with degrees in hospitality, hotel management, or related fields. Technical skills include proficiency with Property Management Systems such as Stay N Touch, Cloudbeds, Roommaster, Maestro, or Mews, comfort with multi-system environments, and knowledge of OTA and channel management platforms. The position requires physical capabilities to fulfill job duties, including shoveling snow and navigating uneven terrain.

The role offers a competitive salary range of $65-70k dependent on experience and includes extensive benefits such as free employee season passes, discounted family passes, free transportation, employee housing programs, 401k with company match, childcare discounts, and access to national and local brand discounts. This position is ideal for hospitality professionals passionate about mountain culture, guest experience excellence, and team leadership, seeking a dynamic and inspiring work environment in beautiful Central Oregon.