Lead Front Desk Specialist

Description

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.

About Gravity Haus

Gravity Haus is a community-driven adventure lifestyle brand with hotels, restaurants, and experiences that empower a modern way of travel. We create spaces where locals and travelers connect, refuel, and play — all rooted in the spirit of the outdoors and intentional living.

At the heart of everything we do are our core values, which guide our culture, service, and growth:

• •Keep Growing
• •Bring Others Along
• •Create Powerful Moments
• •Be “All-In” + Go the Distance
• •Make it Better than You Found It

We’re looking for team members who share these values and want to make a meaningful impact in both their work and community.

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.