Guest Experience Captain

Grotto Social Baths; Miami (FL); On-site; USD 33,000 - 37,000; Full time

Benefits offered by this job

Tip pool eligible

Complimentary Grotto membership

Discounts on cafe items

Health benefits for full-time team

Job summary

Grotto Social Baths in Miami seeks an on-site Shift Lead to orchestrate daily operations across check-in, café, housekeeping, and laundry, ensuring a seamless guest experience from opening to closing. This execution-focused role requires rapid problem-solving, front-line leadership, and hands-on support to keep all departments flowing.

The ideal candidate brings 2–4 years in hospitality with at least 1 year in a shift-lead or supervisor role, open/close experience, and strong English fluency

Qualifications

• 2-4 years of hospitality experience with at least 1 year in a shift leadership, floor supervisor, or senior hourly operator role.
• Proven ability to open and close a hospitality venue independently.
• Experience floating across multiple departments or functional areas during service.
• Strong situational awareness; able to read a room and anticipate where help is needed.
• Calm, composed decision-making under pressure; able to prioritize and adapt in real time.
• Excellent communication skills; clear, direct, and respectful with team members and guests.
• Physical stamina: able to stand for 8+ hours, move quickly across the facility, and lift up to 40 pounds.
• Availability for AM or PM shifts, including early mornings, late evenings, weekends, and holidays.
• Fluency in English required; Spanish proficiency strongly preferred for Miami market

Responsibilities

• Open or close the building independently: alarm codes, unlocking/securing the facility, and completing all opening/closing checklists.
• Ensure every shift starts and ends correctly: stations set, supplies stocked, systems on, facility walkthrough complete.
• Maintain operational tempo throughout your shift; keep all departments coordinated and on track.
• Monitor the overall flow of the guest experience from check-in through thermal circuit to cafe to departure.
• Identify and resolve bottlenecks before they impact guests: check-in backing up, cafe overwhelmed, housekeeping falling behind.
• Ensure all team members are positioned correctly, know their responsibilities, and have what they need to succeed.
• Conduct shift handoffs with incoming shift lead; communicate priorities, issues, and anything in progress.
• Float between departments based on where operational pressure is highest this is your primary responsibility.
• Step in to support Community Hosts at check-in during high-volume periods.
• Assist Cafe Crew when orders are backing up or coverage is thin.
• Support House Keepers when turnover demands exceed capacity.
• Back up Experience Guides as needed for guest flow or facility monitoring.
• Cover breaks for any team member; ensure no position is left unstaffed.
• Cover call-outs temporarily until additional support arrives or the GM adjusts staffing.
• Serve as the first responder for day-to-day guest concerns: wait times, locker issues, service complaints, minor facility problems.
• Resolve routine issues on the spot with warmth and professionalism; don't let small problems become big ones.
• Know when to escape: complex guest situations, potential safety concerns, or anything requiring management authority goes to the GM
• Maintain visible presence on the floor; be accessible to guests and team members throughout your shift.
• Monitor service standards and quality across front-of-house areas; address issues in real time.
• Report issues to the GM and document appropriately.
• Open and close checkslists must be completed accurately and fully.
• Monitor facility conditions: thermal equipment functioning, supplies stocked, ambiance appropriate, safety standards met.

Skills

Hospitality experience

Shift leadership

Situational awareness

Communication skills

Physical stamina

AM/PM availability

Fluency in English

Spanish proficiency

Job description

Grotto Social Baths in Miami seeks an on-site Shift Lead to orchestrate daily operations across check-in, café, housekeeping, and laundry, ensuring a seamless guest experience from opening to closing. This execution-focused role requires rapid problem-solving, front-line leadership, and hands-on support to keep all departments flowing.

The ideal candidate brings 2–4 years in hospitality with at least 1 year in a shift-lead or supervisor role, open/close experience, and strong English fluency