Guest Experience Manager - Trailhead Losge

POWDR and Mt. Bachelor together embody a vibrant mountain culture rooted in delivering memorable and exceptional experiences that enhance the lives of both employees and guests. Located in Bend, Oregon, Mt. Bachelor is recognized for its commitment to a fun and inspiring workplace culture that promotes teamwork, positivity, and problem-solving. Rooted in a shared mission to connect people with outdoor adventure, the resort fosters a community where employees can thrive while having fun. The Trailhead Lodge, serving as Central Oregon's year-round basecamp, embodies this vision by providing a welcoming space perfect for adventure-minded travelers and locals alike. It offers comfortable, adventure-forward lodging that caters to guests during winter powder days, summer bike laps, and the shoulder seasons. The lodge's thoughtfully designed communal spaces and easy access to Bend’s many attractions create an environment where guests can unwind, connect, and prepare for their next adventure.

The Guest Experience Manager at Trailhead Lodge is a pivotal role that combines leadership with operational excellence. This service-driven hospitality leader is responsible for managing all front office operations and select food and beverage services, ensuring that guests enjoy a seamless and warm arrival-to-departure experience. The position requires overseeing reservations, guest communications, cash handling, and daily reporting with a focus on setting and maintaining high service standards that align with the Trailhead Lodge brand. This includes close collaboration with housekeeping, maintenance, and leadership teams to ensure room readiness and prompt resolution of issues. Additionally, the role oversees limited food and beverage operations that contribute to the overall guest experience.

In this capacity, the Guest Experience Manager also supports retail operations and plays a crucial leadership role by hiring, training, scheduling, and guiding guest experience and food and beverage staff. The manager fosters a guest-first culture rooted in accountability, teamwork, and service excellence. The position demands hands-on leadership during high volume and special events, regular team engagement through meetings focused on service standards and guest feedback, and coaching team members on the impact of their roles on customer satisfaction and brand perception.

The Guest Experience Manager monitors guest feedback and operational trends, communicates insights and challenges to leadership, and supports seamless daily operations while minimizing guest disruptions. This role also has secondary functions, including operational support to events and activities during busy periods and acting as an on-site escalation point for guest concerns. Supervisory responsibilities extend to overseeing a team of up to eight employees, including guest experience agents, night auditors, and food and beverage staff, with authority over hiring, training, scheduling, performance reviews, and disciplinary actions.

Mt. Bachelor offers an attractive compensation package with a salary range of $65,000 to $70,000 depending on experience, alongside comprehensive benefits such as free season passes, employee housing programs, transportation services, wellness discounts, and retirement plans. Applicants must be 21 years or older and possess excellent interpersonal, organizational, and leadership skills. They must also be comfortable with the physical demands typical of a mountain resort environment. This is an opportunity to join a dynamic team where you can truly work where you play, enriching guests' lives while embracing a lifestyle that celebrates outdoor adventure and community spirit.