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.