OPERATIONS LEAD

Grotto Social Baths | Wynwood, MiamiAbout GrottoGrotto 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, not escape. We're an anti-spa: no hushed tones, no isolation rooms, no performative relaxation. Instead, we offer a vibrant, high-touch environment where members and guests come together to sweat, plunge, and restore together.The RoleThe 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 ResponsibilitiesShift ExecutionOpen or close the building independently: alarm codes, unlocking/securing the facility, and completing all opening/closing checklistsEnsure every shift starts and ends correctly: stations set, supplies stocked, systems on, facility walkthrough completeMaintain operational tempo throughout your shift; keep all departments coordinated and on trackMonitor the overall flow of the guest experience from check-in through thermal circuit to cafe to departureIdentify and resolve bottlenecks before they impact guests: check-in backing up, cafe overwhelmed, housekeeping falling behindEnsure all team members are positioned correctly, know their responsibilities, and have what they need to succeedConduct shift handoffs with incoming shift lead; communicate priorities, issues, and anything in progressCross-Department SupportFloat between departments based on where operational pressure is highest this is your primary responsibilityStep in to support Community Hosts at check-in during high-volume periodsAssist Cafe Crew when orders are backing up or coverage is thinSupport House Keepers when turnover demands exceed capacityBack up Experience Guides as needed for guest flow or facility monitoringCover breaks for any team member; ensure no position is left unstaffedCover call-outs temporarily until additional support arrives or the GM adjusts staffingGuest Issue ResolutionServe as the first responder for day-to-day guest concerns: wait times, locker issues, service complaints, minor facility problemsResolve routine issues on the spot with warmth and professionalism; don't let small problems become big onesKnow when to escalate: complex guest situations, potential safety concerns, or anything requiring management authority goes to the GMMaintain visible presence on the floor; be accessible to guests and team members throughout your shiftStandards & QualityEnsure Grotto's service and cleanliness standards are maintained throughout your shiftConduct regular walkthroughs of all guest-facing areas; identify and address issues proactivelyProvide real-time coaching and redirection to team members when standards slip correct in the moment, respectfullyEnsure opening and closing checklists are completed fully and accuratelyMonitor facility conditions: thermal equipment functioning, supplies stocked, ambiance appropriate, safety standards metReport operational issues, equipment problems, and supply shortages to the GM; document as appropriateCommunication & CoordinationCommunicate proactively with all team members throughout your shift; keep everyone informed and alignedParticipate in and help lead pre-shift huddles; ensure the team knows priorities, VIPs, events, and any operational notesServe as the communication hub during your shift you know what's happening across the buildingRelay relevant information to the GM: guest feedback patterns, staffing observations, operational friction pointsMaintain shift logs and documentation as requiredOperational SupportReport inventory shortages and supply needs to the GM; do not own ordering or vendor relationshipsAssist with inventory counts when assignedSupport event setup and breakdown as neededAssist with facility preparation for inspections or special occasionsPerform other operational tasks as directed by the GMWhat This Role Is NotTo 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 onboardingPerformance reviews and formal coachingDiscipline and terminationsScheduling and PTO approvalsPayroll, budgeting, and labor cost managementVendor relationships and ordering systemsKPI reporting and operational strategyComplex guest escalations requiring management authorityThis distinction is intentional. The shift lead keeps the shift running; the GM runs the business.QualificationsRequired2–4 years of hospitality experience with at least 1 year in a shift leadership, floor supervisor, or senior hourly operator roleProven ability to open and close a hospitality venue independentlyExperience floating across multiple departments or functional areas during serviceStrong situational awareness; able to read a room and anticipate where help is neededCalm, composed decision-making under pressure; able to prioritize and adapt in real timeExcellent communication skills; clear, direct, and respectful with team members and guestsPhysical stamina: able to stand for 8+ hours, move quickly across the facility, and lift up to 40 poundsAvailability for AM or PM shifts, including early mornings, late evenings, weekends, and holidaysFluency in English required; Spanish proficiency strongly preferred for Miami marketPreferredExperience in spa, wellness, fitness, or membership-based hospitality environmentsBackground in boutique hotels, premium restaurants, or high-touch guest experience conceptsFamiliarity with thermal wellness, bathhouse, or sauna environmentsExperience working in pre-opening or new concept launch environmentsKnowledge of Wynwood and Miami's hospitality landscapeFood Handlers LicenseCPR/First Aid certification (or willingness to obtain)AttributesEyes 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 moveCalm 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 youEgo-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 sidelinesRespected, 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 directingInstinctively 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 helpRelentlessly 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 shiftSystems 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 boardKnows 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 inPhysically 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 trenchesCompensation & BenefitsHourly rate: $24–27/hour, commensurate with experienceTip pool eligibleComplimentary Grotto membershipDiscounts on cafe items, retail, and additional servicesHealth benefits for full-time team membersClear growth path to General Manager as Grotto expandsOpportunity to help build operations from the ground up at a first-of-its-kind concept