Senior Guest Experience Leader, Resort Operations

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 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.