Environmental & Guest Services Supervisor

Wheeling Park Commission•Wheeling, WV

37d•Onsite

About The Position

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.

Requirements

High School Diploma or GED required
Minimum of 1 year of supervisory experience required
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

Nice To Haves

Previous hospitality or housekeeping experience preferred

Responsibilities

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
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
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
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
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
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
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
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