Manager of Guest Experience

Palisades Tahoe; Olympic Valley (CA); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Free ski passes

Healthcare options

Employee discounts

401(k) with match

Free lift tickets

Gear discounts

Job summary

Palisades Tahoe is seeking a Manager of Guest Experience to lead the resort's guest experience strategy and internal communications. This role drives service excellence through collaboration across departments and aligns guest-centric initiatives with organizational priorities.

The position requires strong leadership, analytics, and a deep hospitality background, with a focus on building culture and improving guest satisfaction across the property.

Qualifications

• Minimum 5 years of relevant experience in hospitality, guest experience, resort operations, communications, or a related field.
• Demonstrated ability to lead cross-functional initiatives and influence outcomes.
• Strong analytical skills with the ability to interpret guest feedback, operational data, and performance metrics.
• Demonstrated leadership skills, including the ability to build alignment, navigate challenging conversations, influence change.
• Strong organization, problem-solving, and decision-making abilities.
• Working knowledge of Microsoft Office, including Excel, Word, PowerPoint, and Outlook.
• Experience with guest feedback, customer experience, or analytics platforms such as Medallia preferred.

Responsibilities

• Lead Palisades Tahoe's Guest Experience Strategy, driving a resort-wide service culture through cross-department collaboration, service standards, quality assurance, training, guest insights, and continuous improvement to deliver a consistently exceptional guest experience.
• Serve as the organizational lead for internal operational communications, ensuring operational updates, and service communications are timely, consistent, and aligned with Palisades Tahoe's values, strategic priorities, and guest experience objectives.
• Lead cross-functional collaboration between Operations, Marketing, Communications, Human Resources, and resort leadership to ensure guest experience and communications, are aligned with organizational priorities.
• Leverage guest feedback, operational performance, stakeholder insights, and organizational metrics to advise executive leadership, identify opportunities for improvement, strengthen organizational reputation, and enhance the experiences of guests, employees, and the community.

Skills

Leadership

Analytical skills

Communication

Hospitality experience

Education

High School Diploma or GED

Tools

Microsoft Office

RTP system

Job description

Palisades Tahoe

We share the spirit of these legendary mountains with the world. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Year Round

Palisades Tahoe
We share the spirit of these legendary mountains with the world. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Job Summary

The Manager of Guest Experience is responsible for leading Palisades Tahoe's comprehensive Guest Experience Strategy, driving operational excellence through a unified approach to service standards, guest engagement, employee culture, and continuous improvement across the resort. In addition to leading the resort's guest experience strategy, this position serves as the organizational lead for internal operational communications.

This position serves as a collaborative leader across the organization, aligning guest experience and communications to strengthen organizational culture, employee engagement, and the overall Palisades Tahoe brand.

Applicants must be 18 years of age.

Salaried

The base salary range below represents the low and high end of the Palisades Tahoe Resort, LLC's salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Palisades Tahoe Resort, LLC's total compensation package for employees. Other rewards may include short-term and long-term incentives and many region-specific benefits.

Base salary range: $75,132 - $105,184 per year

A Great Job And Benefits To Match

• Free skiing + riding privileges to 17 iconic resorts including Palisades Tahoe, Mammoth Mountain, Steamboat, Solitude and more!


• Healthcare options for both Seasonal & Year-Round employees


• Generous discounts on outdoor gear, apparel, etc.


• 401(k) plan with generous company match


• Free and discounted lift tickets


• 25%-50% discount at Food & Beverage locations at Palisades & Alpine


• 40% discount at Palisades Tahoe operated retail stores, including The North Face, Patagonia, Oakley, and more!


• Employee Assistance Program (EAP)

Essential Job Responsibilities/Duties/Tasks

• Lead Palisades Tahoe's Guest Experience Strategy, driving a resort-wide service culture through cross-department collaboration, service standards, quality assurance, training, guest insights, and continuous improvement to deliver a consistently exceptional guest experience.


• Serve as the organizational lead for internal operational communications, ensuring operational updates, and service communications are timely, consistent, and aligned with Palisades Tahoe's values, strategic priorities, and guest experience objectives.


• Lead cross-functional collaboration between Operations, Marketing, Communications, Human Resources, and resort leadership to ensure guest experience and communications, are aligned with organizational priorities.


• Leverage guest feedback, operational performance, stakeholder insights, and organizational metrics to advise executive leadership, identify opportunities for improvement, strengthen organizational reputation, and enhance the experiences of guests, employees, and the community.

Competencies And Job Requirements

• Minimum 5 years of relevant experience in hospitality, guest experience, resort operations, communications, or a related field.


• Demonstrated ability to lead cross-functional initiatives and influence outcomes across departments and organizational levels.


• Strong analytical skills with the ability to interpret guest feedback, operational data, and performance metrics to identify trends, develop insights, and drive continuous improvement.


• Demonstrated leadership skills, including the ability to build alignment, navigate challenging conversations, influence change, and lead with accountability.


• Strong organization, problem-solving, and decision-making abilities.


• Working knowledge of Microsoft Office, including Excel, Word, PowerPoint, and Outlook.


• Experience with guest feedback, customer experience, or analytics platforms such as Medallia preferred.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to walk, talk, see, and hear. Must be capable of walking or standing 80% or more of a normal 8-hour work shift. Must be capable of occasionally carrying, lifting, pushing or pulling up to 50lbs. Must be capable of occasionally squatting, bending, kneeling, reaching, and balancing, able to climb ladders and shovel snow. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perceptions and the ability to adjust focus.

Working Conditions

Indoor/Outdoor: While performing the duties of this job, the employee will frequently exposed to outside weather conditions. The employee will frequently be exposed to extreme cold, wetness and/or humidity, and occasionally blizzards and extreme storm conditions.

Hazardous Materials/Noise: The noise level in the workplace is usually moderate.

Equipment Used in Job: Snow blower, shovels, tuning equipment, outdoor furniture, BBQ's, general office equipment.

Required

Education and Experience

• 5 years of experience in guest services, resort operations, or hospitality leadership.


• High School Diploma or GED Preferred


• Working knowledge of resort software systems (e.g. RTP) and service recovery tools.

A Motor Vehicle Record review may be required as part of your job.

For information on Alterra Mountain Company's Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at www.alterramtnco.com/social-responsibility. Among other resources, Alterra has Employee Resource Groups to support the BIPOC (Black, Indigenous, and people of color), disability, LGBTQIA2S+, and women communities within our workforce.