Guest Experience Manager; Front Office Operations - Trailhead Lodge

Position: Guest Experience Manager (Front Office Operations) - Trailhead Lodge
## Guest Experience Manager - Trailhead Losge 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 helor
* 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

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.
* 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.
* 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.
* 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.
* Monitor guest feedback, reviews, and service trends; identify opportunities for continuous improvement.
* Communicate regularly with leadership regarding guest experience insights, staffing needs, and operational challenges.
* Support seamless daily operations while minimizing guest disruption during maintenance, transitions, or high‐volume periods.
* Participates consistently and collaboratively in leadership and management meetings, contributing to the standards, growth, and overall success of the business.
* Maintain a visible, approachable, and presentable presence in guest‐facing areas.
* Maintain a safety‐first mindset for guests, team members, vendors, and self.
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