Guest Experience Lead - Hospitality & Community

The Lead Haus Experience Specialist plays a key role in delivering exceptional guest and member experiences at Gravity Haus. This position combines front desk hospitality, café and beverage service, and community engagement while providing on-shift leadership to the Haus Experience team. As a Lead, this role supports the daily coordination of the front desk and front-of-house experience areas, ensuring consistent service standards across guest check-in, member engagement, and food and beverage service. The Lead Haus Experience Specialist acts as a bridge between operational teams and helps guide teammates during shifts to ensure a seamless, welcoming experience for members and guests. Key Responsibilities Guest Experience & Front Desk Operations Provide warm, anticipatory service to members and guests, ensuring a personalized and memorable experience. Check guests in and out using the property management system (PMS), resolving billing issues and guest concerns as needed. Manage room blocking, bedding preferences, and guest requests to optimize the guest experience. Make room keys and provide property orientation for arriving guests. Communicate with guests and members using Canary messaging software. Assist guests and members with pre‑arrival planning and itinerary support. Respond to reservation inquiries from direct guests and partner channels. Maintain awareness of Gravity Haus initiatives, offerings, and membership benefits. Food & Beverage Service Accurately take food and beverage orders using the POS system for Terrain Taco and Unravel Coffee. Prepare espresso drinks, coffee beverages, and tea according to Unravel Coffee standards. Mix cocktails and beverages according to Terrain Taco recipes and bartending standards. Maintain working knowledge of all menu items and ingredients, actively promoting offerings to guests and members. Handle cash and credit card transactions according to company procedures. Assist with stocking, organization, and cleanliness of front‑of‑house service areas. Community & Membership Engagement Cultivate strong relationships with members and guests to foster community and loyalty. Educate guests on Gravity Haus membership offerings and benefits. Support visiting Gravity Haus members by creating personalized experiences and itineraries during their stay. Help guide new members into the community and encourage utilization of member amenities and programming. Create meaningful “Powerful Moments” throughout the guest stay to drive loyalty and membership engagement. Events & Community Programming Collaborate with management and events teams to support programming that drives member engagement. Assist with event preparation and operational support during community events. Coordinate with operations teams, event staff, and vendors to ensure successful event execution. Assist with local outreach and promotion of events through flyers, social media, and direct guest engagement. Operational Leadership Ensure consistent execution of Gravity Haus service standards across the Haus Experience team. Serve as a point of contact for teammates during shifts and help coordinate daily front desk and service operations. Communicate effectively across departments to ensure smooth guest experiences. Support inventory awareness and operational readiness across service areas. Act as a bridge between front desk, food and beverage, housekeeping, and operations teams. What We’re Looking For Previous hospitality, hotel front desk, café, or restaurant experience preferred. Experience working with POS systems and hotel PMS platforms preferred. Strong guest service mindset with the ability to create memorable experiences. Ability to multitask and work across multiple service areas in a fast‑paced environment. Strong communication and teamwork skills. Leadership ability and willingness to guide team members during shifts. Physical Requirements Ability to stand for extended periods. Ability to lift up to 50 lbs occasionally. Flexibility to work weekends, holidays, and varying shifts as needed. What We Can Offer You When you join Gravity Haus, you’re not just taking a job — you’re stepping into a community with benefits, perks, and opportunities to grow. Full‑time team members enjoy health insurance, a 401(k) with company match, and an All‑In Gravity Haus Membership that includes adventure perks like discounted stays, gear rentals, wellness programming, and more. Part‑time team member benefits vary. #J-18808-Ljbffr