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Guest Experience Supervisor - Trailhead Lodge at POWDR in Bend, OR
Skills
Job Description
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 lasp 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 Supervisor is a hands‑on, service‑driven leadership role responsible for supporting front office operations and supervising Guest Experience Attendants at Trailhead Lodge. Reporting directly to the Guest Experience Manager, this position plays an important role in delivering consistent, warm, and efficient arrival‑to‑departure experiences for guests at a year‑round hospitality property.
This role is ideal for an individual who leads by example, brings strong organizational and administrative skills, and enjoys leading a team in a guest‑facing environment. While this position does not hold full departmental ownership, it provides daily oversight, scheduling support, and operational leadership.
Essential Functions/Major Responsibilities
Front Office Operations
Support daily front office operations, including reservations, check‑in, check‑out, guest communications, and cash‑handling procedures.
Assist with maintaining PMS accuracy, including room assignments, rate integrity, inventory controls, and guest profiles.
Monitor daily arrivals, departures, and special requests, supporting team readiness and proactive guest service.
Assist the Guest Experience Manager with front desk procedures, service standards, and operational consistency.
Resolve routine guest concerns independently and escalate complex issues per established protocols.
Team Supervisor & Scheduling Support
Provide day‑to‑day supervision and support of Guest Experience Attendants.
Assist with employee scheduling, shift coverage, and daily work assignments aligned with occupancy and operational needs.
Support hiring, onboarding, and training of Guest Experience Attendants in partnership with the Guest Experience Manager.
Provide ongoing coaching, feedback, and performance reinforcement to ensure consistent guest service standards.
Escalate attendance, performance, or conduct issues to the Guest Experience Manager as appropriate.
Lead by example during peak arrival periods, high‑occupancy days, and special events.
Guest Experience & Brand Standards
Set the tone for guest interactions by modeling warm, attentive, and professional hospitality.
Ensure front office and guest‑facing areas are organized, welcoming, and guest‑ready.
Coach team members on how their interactions directly impact guest satisfaction, reviews, and brand perception.
Support service recovery efforts to reinforce loyalty and resolve guest concerns positively.
Food & Beverage and Retail Support (Limited Service)
Support limited food and beverage services, including lobby offerings, grab‑and‑go items, and basic beverage service as applicable.
Support daily retail sales transactions.
Assist with ensuring F&B and retail areas are clean, stocked, organized, and guest‑ready.
Support responsible service practices and adherence to food safety standards.
Assist with inventory tracking and communicate restocking needs to leadership.
Guest Experience, Reporting & Collaboration
Communicate regularly with the Guest Experience Manager regarding guest feedback, staffing coverage, and operational challenges.
Support daily reporting, shift handoffs, and notes to ensure continuity across teams.
Collaborate closely with Housekeeping, Facilities, Night Audit, and Events to ensure smooth daily operations.
Support leadership meetings and initiatives as requested.
Role Structure & Development
This role provides direct supervision of Guest Experience Attendants.
Departmental strategy, budgets, and final decision‑making rest with the Guest Experience Manager.
Work is performed with guidance, expectations, and priorities set by the Guest Experience Manager.
Serves as a key developmental role preparing for future Guest Experience Manager responsibilities.
Work Location & Schedule
Full‑time, on‑site position at Trailhead Lodge.
Schedule may include weekends, holidays, and varied shifts based on business needs.
Property operates year‑round.
Additional Expectations
Maintain a visible, approachable, and professional presence in guest‑facing areas.
Maintain a safety‑first mindset for guests, coworkers, vendors, and self.
Follow established procedures, service standards, and documentation guidelines.
Treat all guests, teammates, and partners with professionalism and respect.
Lead with warmth, emotional intelligence, and accountability.
Maintain a clean, professional appearance aligned with Trailhead Lodge standards.
Adapt to evolving operational needs and support other departments during peak periods or weather events.
Secondary Function:
Provide operational support to Events and Activities during high‑volume periods or staffing gaps.
Act as an escalation point for guest concerns when the Guest Experience Manager is unavailable.
Partner cross‑functionally to support efficient work‑order communication and guest issue resolution.
Assist with reinforcing guest service training and standards across the lodge.
Supervisory Responsibilities
Number of employees supervised: 4-6
Positions Supervised: Guest Experience Attendants
Scheduling and assigning work: Yes
Training: Yes – with management guidelines
Disciplinary actions: Yes – with management guidelines
Interpersonal Contacts
The Guest Experience Supervisor works with the Guest Experience Manager, attendants, and all departments, Mt. Bachelor (Trailhead Lodge) employees.
Platform Management System Account Manager, Food and Beverage Representatives, and other Guest Experience Specific Vendors.
State Officials relating to Food and Beverage Operations.
Required Knowledge, Skills & Experience:
High school diploma or GED required.
Associate’s degree or relevant coursework in Hospitality, Business, or a related field preferred.
Prior leadership experience working in a lodging or hotel front office environment.
Strong interpersonal, organizational, and communication skills.
Ability to lead and motivate teams in a fast‑paced environment.
Ability to remain calm, professional, and service-oriented at all times.
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) (e.g., 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.
Minimum Experience Required
2-3 + years in a similar role within lodging/hotels.
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 uneven surfaces.
Current Hiring Range: $22-24.75/hr (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.