Guest Experience Manager (Front Office / F & B Operations) - Trailhead Lodge

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)
• Winter season employee housing program & Summer season camping program
• 401k with up to 5% company match & immediate vesting
• Discounted 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 hotel operations and 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 food and beverage operations, including lobby offerings, grab‑and‑go items, bar or beverage service, and event 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/groups and events that enhance the on‑property experience and financial goals. 

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, 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. 

Additional Expectations 

• Maintain a punctual, visible, approachable, and presentable presence in guest‑facing areas. 
• Maintain a safety‑first mindset for guests, team members, vendors, and self.  
• Apply environmentally responsible and sustainable maintenance initiatives and practices.  
• Treat all guests, coworkers, vendors, and leaders with professionalism and respect.  Remain professional, approachable, and situationally aware in guest‑facing areas, contributing to an environment that feels intentional, well-cared-for, and reflective of the Trailhead Lodge brand.  
• Lead with professionalism, warmth, and emotional intelligence in all guest and employee interactions.  
• Perform all work with a hospitality mindset, recognizing the direct connection between service quality, facility condition, and the overall guest experience.  
• Adapt to evolving operational needs and assume additional responsibilities as required. 

Secondary Function

• Provides operational support to Groups, Events and Activities during high‑volume periods, weather events, or staffing gaps. 
• Supports the guest experience by prioritizing and resolving guest‑impacting facility issues in coordination with the Facilities Maintenance Manager.  
• Acts as an on‑site escalation point for guest concerns when department leaders are unavailable. Partners cross‑functionally to ensure an efficient work order process with clear prioritization and timely communication.  
• Provides guest service training to all Trailhead Lodge employees, fostering a culture of shared ownership for guest service expectations and process management systems. 

Supervisory Responsibilities

• Number of Employees Supervised: 8 
• Positions Supervised:  Guest Experience Supervisor, Guest Experience Agents, Night Auditors, and Food & Beverage Associates.
• Scheduling and assigning work: Yes 
• Training:  Yes 
• Salary actions: Yes, with management guidelines
• Disciplinary actions: Yes 
• Performance review: Yes 
• Hiring/Termination:  Yes 

Interpersonal Contacts

• The Guest Experience Manager works with all departments, Mt. Bachelor  (Trailhead Lodge) Employees, Managers, Directors, and the General Manager.  
• Platform Management System Account Manager, Food and Beverage Representatives, and other Guest Experience Specific Vendors.   
• State Officials relating to Food and Beverage Operations. 

Specific Job Skills

Education / License(s) / Certification(s)

• High school diploma or GED required 
• Associate’s or Bachelor’s degree in Hospitality Management, Hotel Management, Business Administration, or a related field preferred 
• An equivalent combination of education and progressive hospitality experience may be considered instead of a degree 
• Active OLCC Alcohol Service Permit (RSA) and Oregon Food Handler Card (OHA) or willingness to obtain before commencement of employment.  

Technical & Computer Skills

• Comfortable working in a fast‑paced, multi‑system environment while maintaining high levels of data accuracy and guest confidentiality. 
• Ability to quickly learn and navigate guest‑facing technology platforms, including reservation systems, POS systems, and CRM tools.
• Proficiency with hotel Property Management Systems (PMS): Stay N Touch, Cloudbeds, Roommaster, Maestro, Mews, or similar systems.
• Working knowledge of OTA and channel management platforms (e.g., SiteMinder or comparable systems).
• Strong competency in Microsoft Office / Microsoft 365, including Outlook, Word, Excel, and Teams. 

Physical Capabilities

• Ability to perform physical tasks as required to fulfill the scope and responsibilities of the position. 

Experience Required

• Minimum five years in similar role(s)

Physical Demands

• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Such accommodation requires an interactive discussion with the Human Resources Department before such accommodation can be made.   
  • In addition to the specific conditions below, every position at Mt. Bachelor (Trailhead Lodge) requires the ability to shovel snow and walk on steep and/or uneven surfaces.

Current Hiring Range: $65-70k (DOE)

Minimum Age Requirement: 21+

Come Work Where You Play!

Please be aware incomplete applications will not be accepted or reviewed. Mt. Bachelor is an Equal Opportunity Employer. Mt. Bachelor is committed to creating a quality work environment which makes full use of the talents and contributions of all employees without regard to race, color, religion, national origin or citizenship status, sex, gender identity or expression, pregnancy, sexual orientation, age, disability or military status.