Front Desk Experience Leader — Guest Services & Ops

Oglebay; Wheeling (WV); On-site; USD 28,000 - 36,000; Full time

Job summary

Oglebay is seeking an Assistant Front Office Manager to support the Wilson Lodge Front Desk and Guest Services team. You will supervise Front Desk Hosts, coach staff, and work hands-on at peak times to ensure a welcoming guest experience.

The role requires hospitality leadership, problem-solving, and attention to detail, with evening, weekend, and holiday availability to maintain smooth operations and guest satisfaction.

Qualifications

• Prior hotel front desk, guest services, or hospitality supervisory experience preferred.
• Strong guest service, communication, and problem-solving skills.
• Ability to lead by example and remain calm during high-volume periods.
• Experience with hotel property management systems preferred.
• Ability to work a flexible schedule, including evenings, weekends, holidays, and peak resort periods.
• Strong attention to detail with cash handling, billing, reservations, and guest information.
• Must be dependable, professional, and able to maintain confidentiality.

Responsibilities

• Provide warm, professional, and gracious service to all guests, Hosts, and internal departments.
• Support the check-in and check-out process to ensure accuracy, efficiency, and a positive guest experience.
• Monitor daily arrivals, departures, room readiness, special requests, VIPs, groups, and guest recovery needs.
• Assist with guest concerns, service recovery, billing questions, room moves, and follow-up communication.
• Ensure all guest information is accurately collected and verified at check-in, including valid photo ID, payment authorization, address, and contact information.
• Promote direct booking, resort amenities, packages, dining outlets, and Oglebay activities.
• Assist the Front Office Manager in supervising, coaching, and mentoring Front Desk Hosts.
• Help train new Hosts on front desk standards, guest service expectations, PMS procedures, phone etiquette, and resort knowledge.
• Provide shift leadership during assigned hours and ensure the desk is properly covered and organized.
• Support daily pre-shift communication with updates on occupancy, groups, events, guest issues, and operational priorities.
• Help maintain a positive, professional, and team-focused work environment.
• Review front desk transactions, room postings, adjustments, packages, deposits, and billing concerns for accuracy.
• Assist with shift reports, room status reviews, guest issue logs, MOD communication, and follow-up documentation.
• Partner with Housekeeping, Maintenance, Reservations, Revenue Management, Bell Services, Security, and Catering/Conference Services as needed.
• Support proper handling of guest keys, cash banks, credit card authorizations, room assignments, and confidential guest information.
• Help identify operational gaps and recommend process improvements.
• Standards and Accountability
• Ensure Front Desk Hosts follow Wilson Lodge and Oglebay service standards, appearance standards, and operational policies.
• Maintain a clean, professional, and guest-ready front desk area.
• Reinforce front desk expectations, including professional conduct, no personal cell phone use while serving guests, and full guest engagement.
• Support safety, emergency, and security procedures, including accurate in-house guest information.
• This is an hourly position with a flexible schedule based on business needs. Evening, weekend, and holiday availability is required.
• Complete appropriate trainings listed on the human resources Training Matrix
• Adhere to Wheeling Park Commission’s safety rules and policy; refer any and all safety concerns to department manager, safety committee or human resources
• Interact with the public with a cheerful and positive attitude, solve guest problems and complaints in a proper manner, and maintain harmonious working relationships with fellow employees

Skills

Guest service

Leadership

Problem-solving

Cash handling

Communication

Education

Bachelor’s degree

Tools

Hotel PMS systems

Job description

Oglebay is seeking an Assistant Front Office Manager to support the Wilson Lodge Front Desk and Guest Services team. You will supervise Front Desk Hosts, coach staff, and work hands-on at peak times to ensure a welcoming guest experience.

The role requires hospitality leadership, problem-solving, and attention to detail, with evening, weekend, and holiday availability to maintain smooth operations and guest satisfaction.