Environmental & Guest Services Supervisor

Position Summary The Environmental & Guest Services (EGS) Supervisor is responsible for leading daily operations across Lodge Rooms, Cottages, Public Spaces, and Laundry to ensure a consistent, high-quality guest experience. This role ensures all areas meet Oglebay's standards of cleanliness, presentation, and readiness while fostering a culture rooted in: Genuine Care, Rooted Connections, Energized Engagement, and Personalized Possibilities. The EGS Supervisor leads by example, actively supporting hosts, driving accountability, and delivering service excellence through coaching, inspection, and real-time operational leadership. Essential Duties & Responsibilities Leadership & Team Development Lead, coach, and develop EGS hosts to deliver consistent, high-quality service aligned with brand standards Support performance management, including coaching, recognition, and corrective action in partnership with leadership Facilitate daily pre-shift meetings to reinforce priorities, service expectations, and engagement Support onboarding and continuous training to ensure host success Promote a culture of accountability, teamwork, and respect across all operational areas Guest Experience & Service Excellence Ensure all guest rooms, cottages, and public areas meet or exceed cleanliness and presentation standards Conduct inspections of arrivals, stayovers, and public spaces to verify readiness Respond to guest requests through HotSOS within established service timeframes Lead service recovery efforts and resolve guest concerns professionally Deliver personalized touches that elevate the guest experience Partner with Front Desk and Maintenance to ensure seamless guest service Operations & Quality Control Perform daily inspections using established standards and digital tools Monitor room status, service requests, and workflow to ensure efficiency Verify all assignments are completed and guest-ready within required timelines Conduct random quality audits, including self-inspected rooms Ensure all maintenance issues are properly reported and followed up Inventory & Asset Management Oversee daily inventory and proper usage of supplies, linen, and equipment Ensure closets, carts, and vans are clean, stocked, and organized Assist with ordering and monitoring supply usage to control costs Maintain safe, clean, and compliant storage and chemical areas Safety & Compliance Ensure proper handling and use of chemicals according to safety standards Maintain a safe working environment for both hosts and guests Enforce department policies, including attendance, uniform standards, and SOP compliance Ensure adherence to company policies and applicable regulations Communication & Coordination Maintain clear and consistent communication with leadership and team members Coordinate daily operations across Lodge, Cottages, Public Space, and Laundry teams Utilize systems such as HotSOS for workflow management and updates Document and communicate guest concerns, operational issues, and follow-up actions Administrative Responsibilities Complete daily and weekly reporting (inspections, logs, operational updates) Assist with scheduling, board management, and daily assignments Support Lost & Found processes using I Left My Stuff Participate in leadership meetings and continuous improvement initiatives Supervisory Responsibilities Directly supervises hosts across Lodge Rooms, Cottages, Public Space, and Laundry (up to 50+ team members) Responsible for training, assigning work, monitoring performance, and supporting development Ensures fair and consistent application of policies, recognition, and accountability Maintains a visible, active presence across all operational areas Qualifications Education & Experience High School Diploma or GED required Minimum of 1 year of supervisory experience required Previous hospitality or housekeeping experience preferred Skills & Abilities Strong leadership and organizational skills Excellent communication and interpersonal abilities Ability to manage multiple priorities in a fast-paced environment Strong problem-solving and decision-making skills Proficiency in operational systems and basic computer skills Physical Demands Regularly required to stand, walk, bend, and move throughout large operational areas Ability to lift, push, or pull up to 50 pounds Ability to respond quickly to operational and guest needs Capable of extended periods of active movement throughout shifts Work Environment Active role across Lodge rooms, cottages, public spaces, and back-of-house areas Exposure to varying indoor and outdoor conditions, including weather when supporting cottages Moderate noise level Flexible schedule required, including weekends, holidays, and rotating PM shifts Additional Expectations Maintain professional appearance and adherence to uniform standards Demonstrate leadership presence and accountability at all times Support department goals, initiatives, and service standards Perform additional duties as assigned to support operations This job description outlines the general responsibilities of the role and is not all-inclusive. The Environmental & Guest Services Department reserves the right to adjust duties as needed to support operations and deliver exceptional guest experiences. Environmental & Guest Services Supervisor 3.5 3.5 out of 5 stars 465 Lodge Drive, Wheeling, WV 26003 $15.50 - $17.50 an hour - Full-time Wheeling Park Commission 54 reviews $15.50 - $17.50 an hour - Full-time Position Summary The Environmental & Guest Services (EGS) Supervisor is responsible for leading daily operations across Lodge Rooms, Cottages, Public Spaces, and Laundry to ensure a consistent, high-quality guest experience. This role ensures all areas meet Oglebay's standards of cleanliness, presentation, and readiness while fostering a culture rooted in: Genuine Care, Rooted Connections, Energized Engagement, and Personalized Possibilities. The EGS Supervisor leads by example, actively supporting hosts, driving accountability, and delivering service excellence through coaching, inspection, and real-time operational leadership. Essential Duties & Responsibilities Leadership & Team Development Lead, coach, and develop EGS hosts to deliver consistent, high-quality service aligned with brand standards Support performance management, including coaching, recognition, and corrective action in partnership with leadership Facilitate daily pre-shift meetings to reinforce priorities, service expectations, and engagement Support onboarding and continuous training to ensure host success Promote a culture of accountability, teamwork, and respect across all operational areas Guest Experience & Service Excellence Ensure all guest rooms, cottages, and public areas meet or exceed cleanliness and presentation standards Conduct inspections of arrivals, stayovers, and public spaces to verify readiness Respond to guest requests through HotSOS within established service timeframes Lead service recovery efforts and resolve guest concerns professionally Deliver personalized touches that elevate the guest experience Partner with Front Desk and Maintenance to ensure seamless guest service Operations & Quality Control Perform daily inspections using established standards and digital tools Monitor room status, service requests, and workflow to ensure efficiency Verify all assignments are completed and guest-ready within required timelines Conduct random quality audits, including self-inspected rooms Ensure all maintenance issues are properly reported and followed up Inventory & Asset Management Oversee daily inventory and proper usage of supplies, linen, and equipment Ensure closets, carts, and vans are clean, stocked, and organized Assist with ordering and monitoring supply usage to control costs Maintain safe, clean, and compliant storage and chemical areas Safety & Compliance Ensure proper handling and use of chemicals according to safety standards Maintain a safe working environment for both hosts and guests Enforce department policies, including attendance, uniform standards, and SOP compliance Ensure adherence to company policies and applicable regulations Communication & Coordination Maintain clear and consistent communication with leadership and team members Coordinate daily operations across Lodge, Cottages, Public Space, and Laundry teams Utilize systems such as HotSOS for workflow management and updates Document and communicate guest concerns, operational issues, and follow-up actions Administrative Responsibilities Complete daily and weekly reporting (inspections, logs, operational updates) Assist with scheduling, board management, and daily assignments Support Lost & Found processes using I Left My Stuff Participate in leadership meetings and continuous improvement initiatives Supervisory Responsibilities Directly supervises hosts across Lodge Rooms, Cottages, Public Space, and Laundry (up to 50+ team members) Responsible for training, assigning work, monitoring performance, and supporting development Ensures fair and consistent application of policies, recognition, and accountability Maintains a visible, active presence across all operational areas Qualifications Education & Experience High School Diploma or GED required Minimum of 1 year of supervisory experience required Previous hospitality or housekeeping experience preferred Skills & Abilities Strong leadership and organizational skills Excellent communication and interpersonal abilities Ability to manage multiple priorities in a fast-paced environment Strong problem-solving and decision-making skills Proficiency in operational systems and basic computer skills Physical Demands Regularly required to stand, walk, bend, and move throughout large operational areas Ability to lift, push, or pull up to 50 pounds Ability to respond quickly to operational and guest needs Capable of extended periods of active movement throughout shifts Work Environment Active role across Lodge rooms, cottages, public spaces, and back-of-house areas Exposure to varying indoor and outdoor conditions, including weather when supporting cottages Moderate noise level Flexible schedule required, including weekends, holidays, and rotating PM shifts Additional Expectations Maintain professional appearance and adherence to uniform standards Demonstrate leadership presence and accountability at all times Support department goals, initiatives, and service standards Perform additional duties as assigned to support operations This job description outlines the general responsibilities of the role and is not all-inclusive. The Environmental & Guest Services Department reserves the right to adjust duties as needed to support operations and deliver exceptional guest experiences.