COMMUNITY HOST

About the role

The Community Host is the first face of Grotto—the person who sets the tone for every visit. You make every guest feel like they belong here before they've even changed into a robe. As the initial and final point of contact, you ensure that the journey begins and ends with warmth. You are the gateway to our community, turning what could be a simple entry into a meaningful welcome.

Core Responsibilities

• Welcome every guest warmly and by name when possible; first impressions define the Grotto experience
• Manage the reception flow with precision: handle check-ins, verify bookings, process payments, and facilitate retail transactions
• Answer phones and digital inquiries, serving as an expert on Grotto's offerings, memberships, and schedules
• Maintain a front desk atmosphere that remains calm and unhurried, even during peak capacity periods
• Cultivate authentic relationships with our member community and frequent guests
• Anticipate needs proactively—noticing when a guest looks confused or could use extra assistance before they have to ask
• Collect and relay qualitative guest feedback to help the leadership team continuously refine the Grotto experience
• Facilitate introductions to membership through thoughtful, low-pressure dialogue that centers on the guest's wellness journey
• Stay fully briefed on daily operations, including capacity levels, special events, and programming schedules
• Communicate proactively with Experience Guides, Housekeepers, and Café staff to ensure a seamless flow for guests
• Oversee the presentation of the entry and reception areas, ensuring they remain tidy, organized, and welcoming
• Manage administrative duties including opening and closing protocols and maintaining front-of-house supplies
• Develop deep expertise in sauna culture and contrast therapy to act as a trusted resource for every visitor
• Support the entire team by jumping in wherever help is needed to maintain service excellence
• Work across departments to ensure the member journey is fluid and cohesive from arrival to departure
• Participate in pre-shift huddles, contributing fresh ideas to improve our operational rhythm and hospitality standards
• Foster a supportive workplace culture where teammates feel as cared for as our guests

Attributes

• Memory for faces and names
• Genuinely welcoming
• Calm at the front line
• Naturally curious about people
• Operationally sharp
• Community-minded
• Team-first mentality

Qualifications

• 1–3 years experience in a high-touch hospitality role: reception, boutique hotel, private club, or similar
• Exceptional communication and interpersonal skills, with the ability to be warm and professional in every interaction
• Natural organizational ability and the skill to manage multiple guest priorities simultaneously
• Natural ability to organize and manage multiple tasks efficiently
• Comfort with reservation software, booking systems, and point-of-sale platforms
• Comfortable working in a fast-paced, high-volume environment
• Fluency in English is required; Spanish proficiency is strongly preferred for the Miami market

Preferred

• Experience in membership-based environments where long-term guest relationships are key
• Familiarity with platforms such as Momence, TRYBE, Mindbody, or similar membership management software
• Experience with member onboarding or introducing guests to loyalty programs
• Interest in thermal bathing, sauna culture, design, and holistic wellness
• Local knowledge of the Wynwood area and Miami's evolving cultural landscape

Compensation & Benefits

• Competitive hourly rate commensurate with hospitality experience
• Discounts on cafe items, retail products, and additional services
• Health benefits available for eligible full-time team members
• Clear growth opportunities as Grotto Social Baths expands