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.