Guest Experience & Training Manager

Description:

Powder is a year-round resort and real estate development project nestled throughout 12,000 acres in the Wasatch Mountains of Northern Utah. We are striving to be the premier place of being and doing, a destination that fuses outdoor recreation with a cultural and hospitality program that connects visitors with a deeper sense of self and purpose. Our core values come to life in a unique and natural setting of unparalleled beauty.

We’re looking for Big-Hearted Champions who are passionate about outdoor recreation, art, and meaningful connection. Together, we're crafting a one-of-a-kind, multi-season destination that seamlessly blends outdoor art, exhilarating recreation, and exceptional hospitality. If you’re an enthusiastic, caring team player who strives for excellence—and always tries to do the right thing, even when no one is watching—you’ll fit right in at Powder.

We Are:

Big-hearted: passionate, warm, joyful, and generous.

Champions: tenacious, intolerant of mediocrity, and constantly seeking feedback.

These values make us who we are and help drive us to fulfill our purpose: to spark wonder!

Our Commitment to Equality:

Together we are one team, not an "us vs. them" mentality. We are focused on being a progressive employer with pay equity, inclusion, while building diverse teams.

Appearance Guidelines:

Well-groomed facial hair, tasteful visible tattoos, and minimal facial piercings are acceptable.

Perks of Joining Our Big-Hearted Champions:

• 401K Plan and company match
• Employee Assistance Program
• Seasonal Ski & Summer Passes for self, self & dependents + Buddy Vouchers
• UTA Ski Bus Pass and Employee Shuttle Service
• Powder Mountain Retail/Rental Discount and On-Mountain F&B Discounts
• Powder Mountain Snowsports School Discounted Lessons
• Access to Expertvoice.com, Outdoorly.com Outdoor Prolink and partner discounts.
• Powder Mountain on-snow uniform for specific roles.
• Free On-site Gourmet Employee meals

Requirements:

Job Title: Guest Experience & Training Manager
Department: Guest Services/HR

Status: TBD based on qualifications (range from Seasonal Hourly to Year Round Salary)

Reporting To: Guest Services Director/HRBP’s

Position Overview:

The Guest Experience and Training Manager is responsible for developing and implementing a comprehensive training program to ensure exceptional guest service delivery across the Guest Service Departments and other departments as assigned. This role collaborates with department business partners to create effective training materials, facilitate implementation, and conduct regular audits to measure departmental progress throughout the season. The manager serves as a shining example of hospitality standards and inspires those around them to elevate service excellence. The Guest Experience and Training Manager is a key resource in maintaining service standards and driving continuous improvement in guest satisfaction.

“You can’t teach hospitality”

Key Responsibilities:

• Develop dynamic, interactive training content that combines hands-on practice, role-play scenarios, graphic elements, and real-resort examples to effectively teach guest service skills and standards across the company.
• Collaborate frequently with HR Business Partners to provide NPS data and develop training plans for individual departments.
• Partner with department leaders to promote and implement training initiatives.
• Promote a guest-focused culture where exceptional service is everyone's responsibility.
• Establish observable and measurable behavior standards that promote guest service standards within each department.
• Conduct regular audits to evaluate training effectiveness and service standards deliverables.
• Monitor, track, and follow through with department leaders on seasonal progress.
• Provide recommendations on service improvements based on audit findings.
• Foster a culture where exceptional guest service is everyone’s responsibility, recognizing that each department—from arrival to departure—creates vital touchpoints that collectively shape the complete guest experience and determine overall satisfaction.
• Analyze and evaluate insights from guest and team member surveys to drive targeted service improvements.
• Engage with guests, process transactions and oversee the roles and responsibilities of the guest service team.
• Oversee the guest experience protocol at all product sales locations; collaborating with all departments as needed to create a seamless experience.
• Train staff on service recovery procedures
• Monitor and analyze service recovery trends to prevent recurring issues, and resolve customer complaints when needed.
• Integrate safety protocols into guest service training and development materials.
• Promote a culture of safety awareness among all team members, emphasizing that safety is an essential component of the guest and team member experience.

Requirements and/or Qualifications:

• Knowledge about learning management systems, instructional design, and e-learning platforms.
• Strong public speaking and presentation skills
• Knowledge of traditional and modern training methods and techniques.
• Must be enthusiastic, creative, and able to adjust strategically in an ever-evolving environment.
• Ability to handle multiple assignments and work with multiple departments concurrently.
• High level of attention to detail, exceptional organizational skills, and interpersonal skills.
• Excellent time management, public speaking, problem-solving, creative ideation, and professional communication skills.
• Proficiency in presentation software and Google Suite collaboration tools.
• Ability to operate media equipment such as projectors and personal computers.

Physical Requirements- Must be able to perform physical activities such as, but not limited to:

• Ability to sit and stand for long periods.
• Ability to ski or snowboard safely on designated green runs.
• Ability to maneuver computer, projector, audio, and presentation equipment.
• Walk on uneven surfaces in inclement weather; may be icy, wet, slick, or rocky across a mountain environment.

Working Environment:

• The primary workspace is located indoors in an office environment.
• Temperature variations may occur in certain areas, with some spaces being notably cold.
• Inter-departmental travel requires frequent outdoor walking between buildings as well as skiing or snowboarding to different locations on the mountain.
• Exposure to inclement weather conditions during necessary outdoor transit between departments.
• Must be prepared to work in varying temperature conditions and dress appropriately for both indoor and outdoor movement throughout the workday.