Grotto Baths Shift Lead Miami, FL · Full time Company website

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Grotto Social Baths is Miami's first modern social bathhouse, a communal wellness destination rooted in the timeless traditions of contrast therapy, sauna culture, and intentional gathering. Opening Fall 2026 in the heart of Wynwood, Grotto is designed for connection. We offer a vibrant, high-touch environment where members and guests come to sweat, plunge, and restore together.

The Role

The shift lead is the shift orchestrator, the experienced operator who ensures Grotto runs smoothly from open to close. This is not a management role; it's an execution role. You're not managing the business, you're managing the moment. Your job is to keep everything flowing: check-in moving, cafe humming, housekeeping on track, laundry turning over, and guests taken care of.

You'll open or close the building independently, float between departments wherever pressure is highest, cover breaks and call-outs, and serve as the first responder for day-to-day operational issues. When something needs to happen, you make sure it happens. When someone needs help, you're there. When standards start slipping, you correct the course in real time.

This role exists so that every shift has a trusted operator with eyes on the entire floor someone who can keep the guest experience seamless without requiring constant GM involvement. You're the person who makes it all work while leadership focuses on the bigger picture.

The shift lead reports directly to the General Manager and works collaboratively with all front-of-house team members.

Core Responsibilities

Shift Execution

• 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

Cross-Department Support

• 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

Guest Issue Resolution

• 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 escalate: 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

Standards & Quality

• Ensure Grotto's service and cleanliness standards are maintained throughout your shift
• Conduct regular walkthroughs of all guest-facing areas; identify and address issues proactively
• Provide real-time coaching and redirection to team members when standards slip correct in the moment, respectfully
• Ensure opening and closing checklists are completed fully and accurately
• Monitor facility conditions: thermal equipment functioning, supplies stocked, ambiance appropriate, safety standards met
• Report operational issues, equipment problems, and supply shortages to the GM; document as appropriate

Communication & Coordination

• Communicate proactively with all team members throughout your shift; keep everyone informed and aligned
• Participate in and help lead pre-shift huddles; ensure the team knows priorities, VIPs, events, and any operational notes
• Serve as the communication hub during your shift you know what's happening across the building
• Relay relevant information to the GM: guest feedback patterns, staffing observations, operational friction points
• Maintain shift logs and documentation as required

Operational Support

• Report inventory shortages and supply needs to the GM; do not own ordering or vendor relationships
• Assist with inventory counts when assigned
• Support event setup and breakdown as needed
• Assist with facility preparation for inspections or special occasions
• Perform other operational tasks as directed by the GM

What This Role Is Not

To be clear about the scope of this position: the shift lead is responsible for shift execution, not business management. The following responsibilities remain with the General Manager:

• Hiring, interviewing, and onboarding
• Performance reviews and formal coaching
• Discipline and terminations
• Scheduling and PTO approvals
• Payroll, budgeting, and labor cost management
• Vendor relationships and ordering systems
• KPI reporting and operational strategy
• Complex guest escalations requiring management authority

This distinction is intentional. The shift lead keeps the shift running; the GM runs the business.

Qualifications

Required

• 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

Preferred

• Experience in spa, wellness, fitness, or membership-based hospitality environments
• Background in boutique hotels, premium restaurants, or high-touch guest experience concepts
• Familiarity with thermal wellness, bathhouse, or sauna environments
• Experience working in pre-opening or new concept launch environments
• Knowledge of Wynwood and Miami's hospitality landscape
• Food Handlers License
• CPR/First Aid certification (or willingness to obtain)

Attributes

• Eyes everywhere: You see the line forming at check-in, the laundry cart that's overflowing, the cafe ticket that's been sitting too long, and the guest who looks confused all at the same time. You don't wait to be told; you move
• Calm in the current: It's Saturday at 2pm, every locker is full, two people called out, and a guest just slipped near the cold plunge. You stay composed, prioritize, delegate, and keep everyone steady around you
• Ego-free operator: You're not above folding towels, covering the front desk, or running dishes to the café. If it needs doing, you do it. Your job is to make the shift work, not to supervise from the sidelines
• Respected, not feared: Team members look to you because you help them, not because you outrank them. You coach in the moment with respect. You lead by doing, not by directing
• Instinctively hospitable: Even while you're managing operations, you never forget you're in a guest-facing environment. When you pass a member, you greet them by name. When someone looks lost, you help
• Relentlessly consistent: Whether it's a quiet Tuesday morning or a packed Saturday night, you hold the same standards. The team knows what to expect from you, every shift
• Systems thinker: You understand how the whole operation connects how a backup at check-in affects the locker room, how slow housekeeping affects the thermal circuit, how everything flows together. You see the whole board
• Knows when to escalate: You're empowered to solve problems, but you know where your authority ends. Complex guest issues, personnel matters, and management decisions go to the GM and you don't hesitate to loop them in
• Physically present and engaged: You're on the floor, visible, moving. Your team sees you working alongside them. Your guests see someone in charge who's also in the trenches

Compensation & Benefits

• Hourly rate: $24–27/hour, commensurate with experience
• Tip pool eligible
• Complimentary Grotto membership
• Discounts on cafe items, retail, and additional services
• Health benefits for full-time team members
• Clear growth path to General Manager as Grotto expands
• Opportunity to help build operations from the ground up at a first-of-its-kind concept